Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey? What Are the Stages in a SaaS Customer Journey?

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SaaS Journey mapping Upselling Best practices 112

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. This makes CS team accountability easier and 1:1s more productive to ensure the team is meeting customer and company-wide goals. . Collaborating on strategy and problem solving.

Accountability 94

Accountability SaaS Best practices Enterprise 94

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Even if you don’t have a dedicated Customer Marketing role yet, there are activities and strategies your Customer Success and Marketing teams can work together to employ.

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SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

Nicereply

OCTOBER 9, 2023

Customer success metrics are essential to the growth of every SaaS company. When it comes to your SaaS business, you need to be measuring and evaluating your customer success. Customer success can be defined as the strategies needed to help customers gain value from your product or service. Product usage rate 9. Active users 10.

SaaS 52

SaaS Metrics Customer retention Surveys 52

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.

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SaaS Journey mapping Best practices Customer advocacy 94

CSM Magazine

NOVEMBER 21, 2022

One of the most important things for the success of a B2B SaaS company is customer retention. A SaaS customer onboarding checklist is a great place to start but it is rarely enough. The creation of a good onboarding strategy is in a big part all about avoiding common pitfalls like the ones highlighted below.

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SaaS B2B Metrics Customer retention 52

Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. Maximizing these benefits means reviewing and revising your onboarding strategy regularly to ensure an optimal experience.

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SaaS Healthcare Customer retention Enterprise 127

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

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SaaS Best practices Upselling Journey mapping 75

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. As a key account manager, it’s vital that you engage in Customer Success content that is insightful, valuable, and relevant, giving you that competitive edge to deliver amazing service to your clients. CX Journey. forEntrepreneurs.

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Accountability Management SaaS Chief Customer Officer 45

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 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).

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SaaS Chief Customer Officer Upselling Metrics 98

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.

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SaaS Customer Service Customer Support Best practices 83

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

Nicereply

NOVEMBER 30, 2021

Whatever the case, with the right customer win-back strategies in place, reactivating former customers may greatly add up to your bottom line. Here’s why you should pay attention to bringing lost customers back and what strategies may efficiently work for your business in 2022 and beyond. Is it worth winning back lost customers at all?

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Surveys B2C Benchmark Accountability 104

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. Here we’ll look at four proven strategies for reducing customer churn. Churn decisions occur at renewal time, making your renewal strategy a key to churn reduction. Follow best practices to create an effective renewal strategy.

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Best practices Benchmark Education Surveys 97

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Proactively guide customer growth.

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Customer retention Journey mapping Benchmark SaaS 86

ChurnZero

NOVEMBER 18, 2021

As Rosabeth Kanter, Harvard Business School professor and best-selling author who specializes in strategy, innovation, and leadership for change, puts it: “Change demands new learning.”. To truly engage your customer-students, they must take ownership of their learning and be held accountable to its pursuance.

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Education SaaS Real estate Self service 98

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is.

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Whereas DAU/MAU ratio measures the frequency of using a SaaS solution, product adoption measures *breadth* and *depth* of using a SaaS solution.

SaaS 59

SaaS Metrics Accountability industry standards 59

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account? What were the main challenges you found when implementing a digital strategy? . Sometimes there are several contacts associated with an account.

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Journey mapping Accountability Marketing Metrics 112

Beyond Philosophy

DECEMBER 10, 2021

We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. 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.

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Airlines Metrics Accountability SaaS 273

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . 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 shocking.

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Customer retention Chief Customer Officer SaaS Accountability 97

CustomerSuccessBox

AUGUST 8, 2019

If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. Let’s take a look at the purpose of customer success for SaaS businesses. SaaS businesses far and wide are now assigning market resources specifically to attain the goal of customer success.

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SaaS Sales Consulting Consulting 56

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. That conversation involves the same renewal strategies you employed before the pandemic’s impact. Customer retention is the lifeblood of the SaaS and subscription industry.

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SaaS Enterprise Construction Finance 62

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 Is a QBR?

SaaS 107

SaaS Technical Support Benchmark Accountability 107

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

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Chief Customer Officer SaaS B2B Best practices 64

OctopusTech

MARCH 1, 2023

This post will break down the different components that make up a call center as well as how your team can develop an inbound call strategy. This post will break down the different components that make up a call center as well as how your team can develop an inbound call strategy. Best Practices For Effective Inbound Calls Strategy 1.

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Interactive Voice Response Call Center Gamification Schedule adherence 62

Totango

JANUARY 22, 2024

2024 will be a pivotal year for business leaders to lean into CS as a core C-suite partner for defining strategy and the path to growth. 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.

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Enterprise SaaS Engineering Technical Support 95

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. Below we’ll share 5 bulletproof strategies any organization can leverage immediately to build and grow a winning customer success culture from the ground up: 5 Strategies to Build Customer Success as a Company Culture.

SaaS 40

SaaS Finance Feedback Metrics 40

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. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 117

B2B Journey mapping SaaS Engineering 117

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

ClientSuccess

SEPTEMBER 14, 2020

In 2020, customer churn has occupied the minds of CSMs even more than in previous years, as the global economic uncertainty of the past few months has forced many SaaS organizations to re-evaluate and reassess their vendor contracts. Customer Churn Prediction Strategies. Set up an executive check-in.

SaaS 59

SaaS Accountability Metrics 59

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m one of you because I’m a fellow SaaS CEO. If you’re a SaaS CEO in an ideal industry such as video conferencing, collaboration, health-tech, ed-tech, etc., Let’s think this through.

SaaS 83

SaaS Engineering Sales Accountability 83

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account? What were the main challenges you found when implementing a digital strategy? . Sometimes there are several contacts associated with an account.

Journey mapping 86

Journey mapping Accountability Marketing Metrics 86

ClientSuccess

FEBRUARY 26, 2020

SaaS sales experiences are not necessarily known to be smooth sailing, and customers might still have plenty of questions about your product and its value coming out of this process. Here are a few factors that can help set the stage for amazing SaaS onboarding experiences: Familiarity with the customer and their goals.

SaaS 52

SaaS Metrics Sales Accountability 52

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. We’re hoping we can get your brain juices flowing to help you find your next strategy to improve even further. Implement your choice of strategies below to get a peek into your customer’s brains. That’s great!

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Customer retention Feedback Surveys Metrics 125

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). For a SaaS company, your customers ultimately speak with their feet and their wallet in the form of renewals.

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SaaS Accountability Customer effort Metrics 55