ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It means one train can hide another.

SaaS 98

SaaS Benchmark Metrics Consulting 98

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

Accountability 42

Accountability Upselling SaaS Feedback 42

Totango

MARCH 8, 2022

Providing a forum to share CS strategies, tips, and best practices. Nine Best Customer Success Communities in 2022. As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. It also seeks to stimulate discussion of best practices.

Best practices 115

Best practices SaaS B2B Marketing 115

Totango

APRIL 4, 2024

One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision. RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Closing communication gaps.

Sales 89

Sales Upselling Accountability SaaS 89

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Assigning account managers. Activating accounts. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. The SaaS Debate: Who Owns the Renewal and Upsell? Rethinking the Quarterly Business Review (QBR). Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CustomerSuccessBox

SEPTEMBER 4, 2019

A Customer Success Manager’s role differs on the basis of a high/low touch base model and the size of the accounts – small, medium and enterprise. If your company has a platform to understand the health of the account, then your life is sorted. The Accounts/Finance to raise invoices or confirm if the payment has been made.

SaaS 78

SaaS Accountability Best practices Finance 78

Amity

APRIL 25, 2016

Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Alex Turnbull.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CustomerSuccessBox

DECEMBER 13, 2021

She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success. Here, she talks about the best practices to get the perfect Customer Onboarding. Can you define successful onboarding?

Best practices 52

Best practices Consulting Consulting SaaS 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Coach to SaaS founders, Chief instigator at DanMartell.com. And they did.

Sales 129

Sales SaaS CRM B2B 129

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices. Follow Diane on LinkedIn 3.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Satrix Solutions

FEBRUARY 12, 2020

And there are also various contact roles across customer accounts. As a customer experience consulting firm, we regularly talk with stakeholders who thirst for a greater impact from their CX programs. To dig deeper into these best practices or to schedule a complimentary consultation for your CX program, contact Satrix Solutions today.

B2B 78

B2B Feedback Consulting Consulting 78

Totango

OCTOBER 20, 2022

We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Is a Customer Success Manager (CSM)? Initiative.

Management 90

Management Upselling Coaching Best practices 90

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. SaaS businesses aim at being customer-centric. Also, how to make sense of the data that you see, how to plan the day to manage your portfolio of accounts effectively, and increase the retention rate. How to track Product Adoption for Accounts and much more. Link: [link].

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

CustomerSuccessBox

MARCH 27, 2019

So, make sure you decide it after consulting with your team. For example, CustomerSuccessBox analyzes millions of data points to track account health, along with a detailed view of product adoption, financial, service and relationship health. There is no one way to practice customer success. Liked this blog?

Upselling 66

Upselling SaaS Best practices Feedback 66

ChurnZero

FEBRUARY 4, 2022

Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. Best practices to better engage your investors and board. Health scores by Account*.

Metrics 98

Metrics Consulting Consulting Best practices 98

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . T hey can serve to increase the accountability of both your customer s and your team. . . As she explained: .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Amity

NOVEMBER 28, 2018

Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. I started my career at SAP as product support, and then went on to be a consultant. My first Customer Success role was Nulogy – it used to be called Technical Account Manager.

Coaching 106

Coaching SaaS Metrics Accountability 106

CSM Practice

SEPTEMBER 15, 2019

For a service company, the operations could be focusing more on renewals and upsells, keeping the communication lines open and responsive, enlightening the client about new solutions you can offer, or checking up on dormant accounts that are likely to churn. Value Creation for Service Companies. 3) Workshops. Client Success Metrics.

Accountability 45

Accountability Consulting Consulting Upselling 45

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ChurnZero

MARCH 11, 2020

This is a valuable practice that increases our ability to close new business. However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. This could be someone in marketing, on the executive team, or an outside consultant (shameless plug).

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Work with Account Director on potential target client list and sales strategies.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

NOVEMBER 8, 2022

Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Director, Customer Success – SaaS Location: Remote, United States Organization: Movista As a Sr. Apply here: [link]. Apply here: [link]. Preparation and presentation of business proposals.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

CustomerSuccessBox

OCTOBER 4, 2018

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. A CSM is not an extension of customer support or the account management team. S/he should be a consultative resource for top-tier clients. Let us start with a quote. There is only one boss. The customer.

SaaS 77

SaaS Customer retention Accountability Consulting 77

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins. The Foundation to Accountable Customers: [link]. Amount of Time Spent in Software.

Metrics 52

Metrics Education Upselling SaaS 52

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. If we’re not at peak SaaS, we’re probably close to it.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. In many ways, Customer Success has become synonymous to SaaS. The Main Differences Between SaaS and On-Premise Customer Success Programs.

SaaS 40

SaaS Accountability Metrics Enterprise 40

SmartKarrot

DECEMBER 13, 2022

Provide consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance. Including but not limited to account strategies, escalations, objectives, and initiatives.

Engineering 19

Engineering SaaS Coaching Government 19

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. The best thing that you can do to increase efficiency at a contact center is…”. If all these points mentioned above are practiced, the contact center will have a great track record with their clients and agents alike.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Education Services Group

MARCH 4, 2020

Well, we certainly know what it’s not, and that’s strictly Customer Support or Sales, or a new name for Account Management. In the US, the birthplace of SaaS and Customer Success, many companies have had the opportunity to experiment with and iterate upon their CS practices before taking them global. Bringing it all together.

SaaS 52

SaaS Best practices Healthcare Marketing 52

Education Services Group

DECEMBER 7, 2020

Enterprise accounts are even more expensive to win, and you’re almost always facing a competitive situation. What is a SaaS company to do when the competition is so fierce? A couple times a year they may have a big three consultant come into their company and tell them you need a “cultural change”. This is true.

SaaS 52

SaaS Enterprise Consulting Consulting 52

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. Qualitative Data. Offer a bonus to accelerate the adoption of the new plays.

Upselling 52

Upselling Customer centricity Sales Accountability 52