ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. In her role, Bree lives and breathes measurement.

Metrics 98

Metrics SaaS Surveys Self service 98

CustomerSuccessBox

MARCH 14, 2022

Read further to know about Customer Success courses that you should be doing in 2022 to grow in your career. We have curated the best courses and training handpicked for you to select the best out of the best. We have curated the best courses and training handpicked for you to select the best out of the best.

Journey mapping 52

Journey mapping Accountability Construction Management 52

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

Beyond Philosophy

DECEMBER 10, 2021

The book lays out some of the best practices for maintaining credibility for the Net Promoter System. Of course, things like “enrichment” are hard to measure. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement. So, the need to measure is crucial.

Airlines 273

Airlines Metrics Accountability SaaS 273

ClientSuccess

JANUARY 30, 2023

Generally speaking, the more ACV per CSM, the fewer customers they will be able to manage effectively over the course of a year. Setting realistic ACV targets to ensure each CSM can devote enough time and attention to their accounts is essential. In that case, your CSMs will need to spend considerable time on each account.

Best practices 70

Best practices Accountability SaaS Enterprise 70

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. In her role, Bree lives and breathes measurement.

Metrics 52

Metrics SaaS Surveys Self service 52

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

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. Of course, he was ten years ahead of the curve.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. Of course, he was ten years ahead of the curve.

SaaS 52

SaaS B2B Upselling Metrics 52

inSided

AUGUST 26, 2021

Back when Customer Success was new (okay, I know, that feels like it was just yesterday) , CS leaders deployed CSMs to provide a white glove high-touch experience, to what was mostly their enterprise or VIP accounts. Of course, we know this isn’t a viable long-term strategy, but hey, everybody has to start somewhere.

SaaS 52

SaaS Best practices Enterprise Accountability 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. 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? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar.

SaaS 98

SaaS Benchmark Metrics Consulting 98

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. What was the goal of the project?

Sales 89

Sales Upselling Accountability SaaS 89

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 105

SaaS Technical Support Benchmark Accountability 105

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Step 2: Map the Top 10 Reasons with Accounts.

SaaS 88

SaaS Customer retention Accountability Feedback 88

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding: your new customer takes their first steps towards becoming an active user deriving practical value from your SaaS product. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

ClientSuccess

DECEMBER 21, 2020

While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. More than one CSM has had to pivot this year on a customer project, which means that their project management, analyst, and data teams also had to change course.

Finance 93

Finance SaaS Best practices Accountability 93

inSided

SEPTEMBER 22, 2022

We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. Here are the five most common reasons we’re seeing and hearing from prospects and customers in B2B SaaS. A good example of this is onboarding courses.

Education 59

Education SaaS Accountability Best practices 59

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. SaaS businesses aim at being customer-centric. In this blog post, we will outline the top 10 best customer success certificates and training in 2021. In this course you will learn how to use CustomerSuccessBox effectively as a CSM. CustomerSuccessBox 101 Training for CSMs.

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Best practices.

SaaS 98

SaaS Customer centricity Accountability Education 98

CrazyCall

SEPTEMBER 4, 2018

Of course we can’t highlight thousands, indeed tens of thousands of inspirational and experienced sales executives, but we’ve created this list of 21 influencers who constantly share helpful advice, sales tips & tricks on social media and make up the world of sales, including the social selling. Sales influencers adore doing this.

Sales 129

Sales SaaS CRM B2B 129

ClientSuccess

FEBRUARY 8, 2023

Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Upselling B2B SaaS 75

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Consideration. Product demonstrations.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ClientSuccess

APRIL 13, 2021

At the most basic level, businesses partner with SaaS vendors to solve a problem. And then, of course, deliver on these promises and outcomes to show value. While new features or functionality may require an upsell conversation, CSMs should leave these to account managers. Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling SaaS Best practices Accountability 52

Help Scout

APRIL 27, 2021

What’s the best way to identify the right people without making the application process too onerous for them? Thanks, Simone, a SaaS Support Soft-Skill Seeker. Your best candidates will be excited to stretch themselves, and they may even have some background with more technical work but be looking for a change. Hello Simone!

Customer Service 91

Customer Service SaaS Personalization Best practices 91

ChurnZero

SEPTEMBER 1, 2020

The event will dive into ways to think out of the box and evolve your account-based approach to customer relationships. It’s an opportunity to join a community of experts and ABX trailblazers as they share best practices and their innovative solutions to forge meaningful relationships. 3) The Customer Room.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Everyone enjoys a “how-to” guidebook that outlines all of the best practices for implementing, optimizing, and expanding their customer success function. Optimize your Account Expansion strategy. Congratulations!

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

Select VoiceCom Blog

JUNE 13, 2023

Read on as we delve into AI’s influence on the BPO landscape and explore real-world examples and best practices for a successful implementation. Hidden risks arise when AI solutions are embedded in software-as-a-service (SaaS) offerings, potentially exposing organisations to vulnerabilities exploitable by hackers.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Because team members are all working toward the same goals, a shared team KPI system will support the standardization of best practices and foster a sense of clarity and camaraderie.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Education Services Group

FEBRUARY 22, 2021

The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company. Behind every account that churns are people: users, decision makers, and influencers. Churn is a naughty word. Churn impacts more than just the dollars and cents of your financials.

SaaS 59

SaaS Accountability Sales Management 59

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. This is a guest blog post by Anita Toth, Chief Churn Crusher. . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. But CRM functionality only accounts for a tiny sliver of what Customer Success software was built to do in regards to automation, adoption tracking, and journey lifecycle management. That’s why despite our knowing better, we don’t always do better. Final thoughts.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

Callminer

OCTOBER 11, 2018

If you give your operators clear guidelines to solve commonly occurring problems things will run more smoothly, wait time will be cut down, and best of all, your customers will be very pleased. . Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Of course, no. Ben M Roberts @Roberts_Ben_M.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Here are three ways SaaS companies can address customer churn: 1.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

ChurnZero

DECEMBER 27, 2019

PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential. . Learn these B2B customer survey best practices to generate meaningful customer insights that don’t feel random and haphazard. .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Education Services Group

OCTOBER 4, 2022

If you’re sitting there thinking, “of course, I know that. Best practice is to name segments based on their defining characteristics like Enterprise, Mid-Market, Growth, SMB, and Emerging. Like a SaaS text message company the ESG team recently worked with, whose engagement tiers are primarily based on product usage.

Best practices 52

Best practices Finance Enterprise B2B 52