Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. For example, you can use automated monitoring of client accounts to track user adoption rates.

Customer retention 102

Customer retention Upselling CRM SaaS 102

Beyond Philosophy

DECEMBER 10, 2021

The book lays out some of the best practices for maintaining credibility for the Net Promoter System. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics Accountability SaaS 273

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 94

B2B Customer Service B2C Interactive Voice Response 94

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 133

Best practices Government Engineering Accountability 133

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. Collect Customer Feedback from Your Community. What is B2B Customer Experience?

B2B 111

B2B Customer Experience B2C SaaS 111

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

SaaS 59

SaaS Metrics Accountability industry standards 59

ClientSuccess

MARCH 8, 2018

When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. These conversations should include data driven feedback that helps product determine impact and priority of the feedback. Take Customer Feedback Seriously.

Best practices 40

Best practices Feedback Upselling SaaS 40

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

Satrix Solutions

NOVEMBER 12, 2020

Are you also considering customer feedback when determining customer health scores? In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions , and Steve Bernstein, CEO and Founder of Waypoint , discuss the importance of including voice of the customer feedback when measuring customer health.

SaaS 88

SaaS Feedback Best practices Accountability 88

ClientSuccess

OCTOBER 17, 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. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. How has it helped you? ”.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous.

SaaS 89

SaaS Upselling Best practices Customer retention 89

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Regular usage of accounts and product features. It’s especially important to engage executives and stakeholders to ensure retention.

Journey mapping 78

Journey mapping SaaS Enterprise B2B 78

Totango

JANUARY 22, 2024

This is the moment for CS to rise to the occasion by focusing on securing retention and driving expansion, continuously working with customer results in mind, using adoption and feedback to drive advocacy, and embracing integration across the enterprise.

Enterprise 97

Enterprise SaaS Engineering Technical Support 97

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 105

Best practices SaaS Journey mapping B2C 105

ChurnZero

JULY 21, 2020

IntelAgree is a growing AI-powered contract management SaaS company that enables legal teams to do impactful work, not busy work. Without visibility into product usage, the teams’ guidance for customer project leads is based solely on the project lead’s feedback. Who are they? What were their pain points? They’re a lifesaver.

SaaS 52

SaaS Self service Best practices Sales 52

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 95

Journey mapping SaaS Upselling Enterprise 95

AWS Machine Learning

JUNE 4, 2024

Terraform is an IaC tool that allows you to manage AWS resources, software as a service (SaaS) resources, datasets, and more, using declarative configuration. Prerequisites This solution requires the following prerequisites: An AWS account. If you don’t have an account, you can sign up for one.

Scripts 123

Scripts Accountability Engineering Best practices 123

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

SmartKarrot

SEPTEMBER 25, 2020

In response, many SaaS user adoption companies have started exploring strategies that focus on driving product usage by end-users. billion on SaaS and PaaS capabilities. This is why we have found these six battle-tested approaches to help your SaaS user adoption in garnering product longevity. billion by 2022.

Best practices 8

Best practices SaaS Sales B2B 8

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. Resources become scarce, increasing the need to scale the ones you have.

Education 59

Education SaaS Accountability Best practices 59

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. . Gathering feedback after an onboarding session can go one of two ways. .

Best practices 65

Best practices Metrics SaaS Feedback 65

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. The context of these emails will depend on the stage of the customer lifecycle – onboarding, implementation, post go-live feedback etc. It gives me a sense of triumph.

SaaS 78

SaaS Accountability Best practices Finance 78

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. . Gathering feedback after an onboarding session can go one of two ways. .

Best practices 64

Best practices Metrics SaaS Feedback 64

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. Browse these insightful guides on customer success leadership, strategy and best practices.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. 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). Adoption: actions your customer takes which promote increased use of their purchase (such as learning advanced features of a SaaS app).

Customer retention 87

Customer retention Journey mapping SaaS Benchmark 87

CSM Practice

DECEMBER 19, 2021

Best practices for building a CS tech stack. Answer the following questions and you’d naturally find the best practice that suits your business. . Usually, the SaaS business growth is categorized into 3 phases: . 360-degree Account health. Customer Feedback tech. What problem are you trying to solve?

CRM 98

CRM Brand ambassadors Best practices SaaS 98

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

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

SmartKarrot

JUNE 23, 2022

Now, one important thing that all CRMs need to know is that there is no one good way to increase the response rate of the survey and get better customer feedback. To help you better, we will present to you some of the top 10 NPS survey best practices for customer success managers. Segment your customers to get better NPS data.

Best practices 10

Best practices Surveys Management B2B 10

SmartKarrot

APRIL 5, 2022

SaaS companies undergo a dynamic learning process. Though every SaaS founder is in the game to solve certain problems, they might make some mistakes along the way. Some make the best products, and others may face unprecedented losses with uncertain issues. 10 Biggest SaaS Mistakes (and How to Avoid Them).

SaaS 11

SaaS Feedback Metrics Upselling 11

ChurnZero

JUNE 12, 2020

Who ensures the renewal process happens for all your accounts? Aspire Business Development breaks down McKewon’s point : “ When you’re not focused, strategic, and accountable for how you spend your time and efforts, the end result is going to be lots of wasted effort, false progress, frustration, and reduced success.”.

SaaS 80

SaaS Metrics Customer retention Analytics 80

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. CSMs act as the voice of the customer bringing user experience feedback to the product team. Top Five Best Practices for Hiring a Customer Success Manager. Initiative.

Management 93

Management Upselling Coaching Best practices 93

Satrix Solutions

FEBRUARY 12, 2020

And there are also various contact roles across customer accounts. For example, if you can quantify the revenue impact of an improvement made based on customer feedback, then it’s very likely that support for your efforts will grow. Use customer feedback to define company priorities.

B2B 78

B2B Feedback Consulting Consulting 78

CSM Practice

AUGUST 24, 2020

Liz McChrystal is well versed in leading account management, business process analysis, process adoption, relationship building, and client service functions. We recommend watching the recorded session to learn best practices in developing a Customer Maturity Scoring Model and best practices in how to leverage one for best practices.

Construction 52

Construction Best practices Upselling Sales 52

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

ClientSuccess

FEBRUARY 8, 2023

Customer engagement : if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. 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

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Create a path map, set customer success KPIs, align your cross-functional teams, select the right tools, and establish a robust feedback loop. Have you considered a method in place to collect consumer feedback? Congratulations!

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52