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

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 118

Best practices SaaS B2B Marketing 118

Satrix Solutions

NOVEMBER 12, 2020

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. Read the transcript or watch the video for their responses. Thanks, Heather.

SaaS 88

SaaS Feedback Best practices Accountability 88

Totango

APRIL 16, 2019

Customer success platforms incorporate adoption best practices and make it easier to implement your engagement strategies. And by providing visibility into the status of each task, they ensure that all action items are completed and that no customer’s account slips under the radar.

Enterprise 75

Enterprise SaaS Social media contact Education 75

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. ChurnZero templated Plays help IntelAgree maintain a consistent voice and message across customer accounts and touchpoints. “I Who are they? What were their pain points? They’re a lifesaver.

SaaS 52

SaaS Self service Best practices Feedback 52

CustomerSuccessBox

MAY 31, 2021

With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need? And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management. Onboarding Customers.

Management 52

Management SaaS Customer advocacy Accountability 52

Totango

AUGUST 18, 2021

A freemium onboarding email sequence is a series of emails sent automatically to new freemium users to provide an orientation to your SaaS product and your brand. Follow Freemium Onboarding Best Practices to Promote More Premium Upgrades. What Is a Freemium Onboarding Email Sequence? Quickstart Tutorial.

Best practices 117

Best practices Benchmark SaaS Enterprise 117

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. It was meant for SaaS companies. The y-axis shows the average revenue per account (ARPA) per year. A churn you never accounted for, churn which is eating your portfolio like a termite.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Steli Efti is also known for his video shorts that cover a vast amount of topics in sales, ranging from cold calling strategies to tips on how to get more referrals. … Coach to SaaS founders, Chief instigator at DanMartell.com.

Sales 129

Sales SaaS CRM B2B 129

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 19, 2019

Increasing perceived value during customer training will typically result in account expansion for existing customers and improve user adoption for new features. For example, we were hired to determine the best onboarding strategy for one of our SaaS clients that needed to scale their customer success operations.

Education 67

Education SaaS Feedback Accountability 67

SmartKarrot

MAY 20, 2021

This blog will sail through what is meant by omnichannel customer experience, its top benefits, and best practices too. Reinforces Brand Accountability and Customer Trust: While you straighten your omnichannel presence, you give your organic brand reach a notch-up. Best Practices for Omnichannel Customer Experience.

Best practices 11

Best practices Customer Experience SaaS Accountability 11

CustomerSuccessBox

JANUARY 22, 2021

Your organization might have travel budget restrictions or you’re handling just not a dozen accounts but more than a hundred accounts or the restrictions and regulations imposed due to the recent global pandemic. Customers today have many options to choose from, especially in the SaaS space. Always get on a Video Chat.

SaaS 52

SaaS Accountability Technology Management 52

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

Nicereply

JULY 13, 2021

Giving the team hands-on usage that mimics customer use cases helps build a clearer understanding of pain points, frustrations, and best practices and can significantly improve their service. They provide B2B SaaS solutions for brands and manufacturers globally. Loom is a B2B and B2C video software company.

B2B 98

B2B B2C SaaS Technical Support 98

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

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

CustomerSuccessBox

MARCH 14, 2022

Course Format: 2 hours on-demand video. hour on-demand video. hours on-demand video 2 articles Full lifetime access Access on mobile and TV Assignments Certificate of completion. Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. Creator: Ed Powers.

Journey mapping 52

Journey mapping Accountability Construction Management 52

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Use Data for Personalization.

Education 52

Education Customer retention Sales B2B 52

CustomerSuccessBox

MARCH 27, 2019

We recorded a video with our Founder & CEO, Puneet Kataria to discuss the same. ?. 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.

Upselling 66

Upselling SaaS Best practices Feedback 66

ChurnZero

FEBRUARY 17, 2022

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. Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. Let’s look at what we are… To get started, we have an intro video if you’re more of a movie buff. This video will walk you through how to manage playbooks effectively.

APIs 52

APIs Accountability SaaS Marketing 52

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. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Totango

MARCH 10, 2020

The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen. This score is an effective account of the customer’s current mood. Create a free trial account to get started today. Training materials.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

CSM Practice

JUNE 19, 2019

Increasing perceived value during customer training will typically result in account expansion for existing customers and improve user adoption for new features. For example, we were hired to determine the best onboarding strategy for one of our SaaS clients that needed to scale their customer success operations.

Education 40

Education SaaS Feedback Accountability 40

Totango

APRIL 30, 2021

Developing marketing content for blogs, social media and video platforms. In the B2B SaaS industry, the average CAC is $205 per customer using organic search and social media methods and $341 per customer using paid advertising, estimates SEO provider First Page Sage. Account management and renewal costs. Email marketing.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

CSM Practice

MAY 13, 2020

At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric.

Best practices 128

Best practices SaaS Customer centricity Finance 128

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

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. ?. About CSM Practice. Qualitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

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. My first Customer Success role was Nulogy – it used to be called Technical Account Manager. The second group is the Technical Account Manager, who is the “presales” of postsales.

Coaching 106

Coaching SaaS Metrics Accountability 106

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

SmartKarrot

JUNE 26, 2020

Whether you login to any social media account or you make any transaction from your online bank portal, you need to always identify yourself first. . It is the name of a report defined by American Institute of Certified Public Accountants which is produced during an audit. SOC 2 Resources for SaaS. SOC 2 for SaaS Companies.

SaaS 10

SaaS Entertainment Government Accountability 10

JustCall

MARCH 10, 2023

Some common training materials include user manuals, video tutorials, and live training sessions. Example: Here’s a possible customer onboarding workflow for a software-as-a-service (SaaS) product: Step 1: Sign-up – The customer discovers the product, visits the website, and signs up for an account.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Customer success is the practice of ensuring that your customers achieve their desired outcomes while using your product or service. This is where customer success comes in. What is customer success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

DECEMBER 11, 2020

N ote: This article was adapted from our video series, CCO Challenges, which features a discussion by ChurnZero’s CEO and CCO on how to win budget for Customer Success technology. Then there’s the ma intenance, which typically accounts for 75% of the Total Cost of Ownership (TCO). Watch now. . . The ROI Argument .

CRM 59

CRM SaaS Technology Big data 59

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

Education Services Group

JUNE 12, 2018

A Director at a successful SaaS company recently approached me about the role of marketing in customer success. As Robert shared, “…The proven low hanging fruit of Customer Marketing tactics: Newsletters, Case Studies, Blog Posts, Videos (educational – how to use), Meet-ups. Keep in mind that hiring isn’t the only option.

Marketing 53

Marketing Education SaaS Sales 53