ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. The bottom line

Accountability 52

Accountability SaaS Upselling Best practices 52

ChurnZero

NOVEMBER 18, 2021

A previous leader of mine told me that “competence creates confidence,” and that has not only become my mantra for education, but also for my work and personal life. Which is why it’s important to remember that when you face personal or technological challenges, you must have patience in your learning journey.

Education 98

Education SaaS Real estate Self service 98

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. We don’t know who that person is, and their experience is very different from those first individuals.”. .

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.

Personalization 69

Personalization Upselling Benchmark SaaS 69

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. In the previous blog , we covered the first topic of discussion: Moving from reactive support to proactive success. Apoorva Jaswal , Technical Account Manager, Branch.

SaaS 66

SaaS B2B Education Metrics 66

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. These personalized sessions focus on the customer’s strategy around using their newly learned functionality. Bolster Benefits With Blogs, Resources, and Newsletters.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

MAY 6, 2021

For example- In the case of renewals, the account would automatically get enrolled in a renewal playbook, they’re supposed to make sure the playbook for the account gets completed in X days. The CSM for the account explains the plan . If that doesn’t happen, you escalate to your manager and so on. is completed.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Totango

JANUARY 22, 2024

Chris Dishman, SVP of Customer Success, Totango Expansion will become a top growth driver for recurring revenue companies For a while, expansion has been overlooked as a driver of SaaS growth.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Totango

OCTOBER 11, 2021

One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Personalized Communication. Continuous Onboarding.

Education 96

Education SaaS Accountability Enterprise 96

Beyond Philosophy

DECEMBER 10, 2021

Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. 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

ClientSuccess

JUNE 22, 2021

Although most SaaS companies are still operating remotely, the signs are pointing to a return to offices. While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. In-person meetings, especially those with clients, require clear goals and agenda items. .

Personalization 52

Personalization Metrics SaaS Accountability 52

ChurnZero

NOVEMBER 18, 2021

A previous leader of mine told me that “competence creates confidence,” and that has not only become my mantra for education, but also for my work and personal life. This mantra is effective because it adjusts student’s personal expectations. In summary, this blog is really about becoming a green thumb (just kidding).

Education 52

Education SaaS Real estate Self service 52

Totango

OCTOBER 11, 2021

One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Personalized Communication. Continuous Onboarding.

Education 78

Education SaaS Accountability Enterprise 78

Totango

NOVEMBER 8, 2023

Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.

Enterprise 92

Enterprise Finance SaaS Analytics 92

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Blog content.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. Then, we’ll review how the freemium model has emerged as the optimal way to introduce prospects to SaaS products.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

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

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 100

Customer retention Upselling CRM SaaS 100

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Recurring revenue models have taken over the world.

SaaS 88

SaaS Best practices CRM Enterprise 88

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. In many cases, a small number of B2B clients account for a large percentage of a company’s revenue, leading to a need for multiple engagement models for effective relationship management.

B2B 108

B2B Customer Experience B2C SaaS 108

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

LiveChat

NOVEMBER 13, 2018

If you still wonder how to make a great customer success strategy , read the recent post – Customer Success Management in SaaS – LiveChat Team Strategy. Once you have that strategy, you can focus on the person responsible for it – Customer Success Manager. Typical tasks of a customer success manager in SaaS.

SaaS 54

SaaS Management Feedback Customer Support 54

CrazyCall

SEPTEMBER 4, 2018

If you want to follow everyone on this list, check out the list on Twitter , where we’ve brought together all the sales influencers, so you can easily check their profiles and follow each person you want to. Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Personal blog.

Sales 129

Sales SaaS CRM B2B 129

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 92

B2B Customer Service Interactive Voice Response B2C 92

Nicereply

JUNE 1, 2021

They provide personal and proactive advice for web hosting, domain & email services to businesses and consumers. As I have a history of working with SaaS companies, making an informed choice for one of the many SaaS solutions out there has been part of my job for a long time. Happy Employees.”.

APIs 99

APIs SaaS Surveys Feedback 99

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? The quotes are used in blog posts, ebooks, on social media, across the website, and in many more locations. Or manually look up active accounts and reach out individually. Here’s the comparison: Control. Winning Headline.

Marketing 109

Marketing SaaS Sales Surveys 109

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. Personalizing dashboard interfaces.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

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 87

SaaS Upselling Best practices Customer retention 87

CustomerSuccessBox

MAY 8, 2022

Prospective purchasers will find it challenging to evaluate SaaS items due to the tremendous competition for the consumer’s attention. This is one explanation for why this misconception is so prevalent when it comes to SaaS. Any SaaS software’s goal is to assist clients in being more productive and making their jobs easier.

SaaS 52

SaaS Accountability Sales Feedback 52

Totango

FEBRUARY 10, 2021

Segment your customer database for personalized communications. 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). Segment Your Customer Database for Personalized Communications. Proactively guide customer growth.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

CustomerSuccessBox

JUNE 1, 2021

Account managers, Product Managers but also Industry consultants and sales representatives who can actually be competent Customer Success Managers for your organization. And to know more about the roles of a CSM , check out this blog – What are the responsibilities of Customer Success Manager (CSM)? Account Managers.

Management 52

Management Consulting Consulting B2B 52

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. This reduction in cash flow is likely to increase rates of SaaS customer churn. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue.

SaaS 92

SaaS Customer retention Best practices Telecommunications 92