ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Upselling 52

Upselling Accountability SaaS Metrics 52

ClientSuccess

FEBRUARY 8, 2023

Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side. Billing delinquency : unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . A best practice is to take bits of both of these tactics and combine them. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . A best practice is to take bits of both of these tactics and combine them. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics Feedback SaaS 64

ClientSuccess

APRIL 13, 2021

At the most basic level, businesses partner with SaaS vendors to solve a problem. While new features or functionality may require an upsell conversation, CSMs should leave these to account managers. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling SaaS Best practices Accountability 52

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

ClientSuccess

DECEMBER 20, 2018

The base + variable option is typically more beneficial to growth-based customer teams because it embraces accountability and rewards hitting clear targets such as growth, renewals, and account expansion. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Renewal Rate (Gross and Net).

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

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

ClientSuccess

AUGUST 5, 2019

While every customer account is different and has different goals, it is possible to bucket certain questions to create a general outline for customer success management. Most SaaS customers just want to get up and running on a platform as fast as possible and know how to use the product effectively enough to be successful.

SaaS 58

SaaS Accountability Best practices Personalization 58

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

ClientSuccess

AUGUST 21, 2019

Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity.

SaaS 45

SaaS Best practices Accountability Personalization 45

ClientSuccess

OCTOBER 22, 2019

It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. . Don’t skimp on account planning. eBook: 3 Steps To Putting Your Customer First This Year. Webinar: The Customer Success Advocacy Ladder.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ClientSuccess

APRIL 27, 2017

Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics. “ The Ultimate Guide to Customer Success SaaS Metrics ” helps answer the following questions: Have you ever wondered what are the most popular and effective customer success metrics? – Best practices to keep metrics simple and relevant.

Metrics 41

Metrics SaaS Best practices Accountability 41

ClientSuccess

APRIL 19, 2019

Typically in the Software as a Service (SaaS) model there are two high level parts of the customer journey. For some SaaS companies, onboarding of their software doesn’t require anyone (low touch) and for other SaaS companies it requires an individual to drive implementation (high touch). Low Touch Onboarding.

Enterprise 44

Enterprise SaaS Best practices Accountability 44

ClientSuccess

OCTOBER 5, 2017

Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. CSMs no longer have to rely on telephone calls, paper surveys, or even tedious spreadsheets that house account information. Today’s SaaS industry, more than ever before, is changing into a remote world. Competency.

SaaS 41

SaaS Best practices Accountability Technology 41

ClientSuccess

MAY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Determining where and how to spend our time, even with the best intentions and data, can sometimes be a struggle. Most CSMs often wear many hats.

Accountability 45

Accountability SaaS Metrics Education 45

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. ?. DOWNLOAD the Expansion Selling eBook: [link]. About CSM Practice.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ClientSuccess

SEPTEMBER 5, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 40

Best practices SaaS Accountability Metrics 40

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. Churn destroys SaaS business valuation. Performance (didn’t meet product/service delivery expectations).

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ClientSuccess

JANUARY 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 49

Best practices Metrics SaaS Accountability 49

ChurnZero

OCTOBER 22, 2020

Integration with voice of the customer and account-based marketing platforms will help with these goals. The role of Customer Success in keeping SaaS companies alive is too substantial to wing it by relying on a homegrown solution that accounts for a fraction of an outsourced product’s functionality.

CRM 59

CRM Customer retention Technology Best practices 59

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks.

Sales 40

Sales Upselling Best practices SaaS 40

ClientSuccess

OCTOBER 3, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 52

Best practices SaaS Metrics Accountability 52

ClientSuccess

MAY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Management 51

Management Accountability Best practices SaaS 51

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. CSM from the Trenches Best Practice – Open and Transparent Communication – Opening the Kimono. Best Practice: Open and Transparent Communication (Opening the Kimono).

Best practices 44

Best practices SaaS Employee engagement Metrics 44

ClientSuccess

NOVEMBER 15, 2017

As soon as an account transfers from ‘prospect’ to ‘customer’, the lifecycle begins and the customer success team is responsible for providing an exceptional experience. Team members can now spend more 1:1 time with critical accounts and less time worry about turnkey processes and arrangements. Blog Posts.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. That means they’re going do those before the proactive work like – oh I should really put together this QBR, or oh I should really call that customer because their account is red or something like that. ChurnZero Resource.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ClientSuccess

NOVEMBER 7, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One family member never even created an account to join the trial and a majority of the others hardly gave it a half-effort (at best).

Management 51

Management Best practices SaaS Metrics 51

ClientSuccess

AUGUST 29, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 42

Best practices B2B SaaS Feedback 42

ClientSuccess

OCTOBER 10, 2017

Customer success leaders can drill into individual accounts, stages, and metrics to check on progress. Many organizations looking to enter into a relationship with a SaaS vendor like to get these questions out of the way early to avoid any confusion later on down the road. Ultimate Guide to SaaS Customer Success Metrics.

Metrics 40

Metrics SaaS Sales Accountability 40

ClientSuccess

APRIL 18, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. 1) Revenue tier or account type (ie strategic, high vs low touch), (2) Industry, (3) features and functionalities, and (4) system requirements or integrations.

Best practices 48

Best practices Accountability SaaS Metrics 48

Nicereply

APRIL 30, 2020

Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. One scenario if the user did not understand how it works.

Sales 69

Sales Customer Service Upselling CRM 69

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model.

SaaS 40

SaaS B2B Engineering Best practices 40

SmartKarrot

JUNE 24, 2021

Gain Grow Retain is an open, free community for customer success leaders of B2B SaaS organizations. The community answers questions about best practices, strategies, and more to support CS leaders. These slack workspaces for CS professionals are helpful in discussing CS topics, resources, best practices, networking, and more.

SaaS 17

SaaS Best practices B2B Customer retention 17

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Sales, marketing, product, business intelligence, accounting, and the other groups you work with all have vastly different goals. They’re now worth $5.6

Management 70

Management Chief Customer Officer Best practices Consulting 70