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

CustomerSuccessBox

MARCH 10, 2022

Gather the feedback and make them brand advocates. Now it’s about collecting their valuable feedback for the company to make an improvisation of the product for the better and also help other folks to think of buying your product for the benefits they made. For customer advocacy, write case studies, and ask for referrals!

Management 52

Management Customer retention SaaS Customer advocacy 52

CustomerSuccessBox

SEPTEMBER 4, 2019

In case, you are planning to switch to Customer Success and wonder how we truck through our day, here’s a little glimpse. 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. It gives me a sense of triumph.

SaaS 78

SaaS Accountability Best practices Finance 78

Amity

DECEMBER 18, 2017

In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. This means that your client is not just yours alone but may be very busy talking to reps from other SaaS companies. For instance, a new office and team expansion give you an opportunity to grow the account.

SaaS 87

SaaS industry standards Accountability Feedback 87

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. Here’s the comparison: Control.

Marketing 109

Marketing SaaS Sales Surveys 109

Amity

MARCH 1, 2018

But the great news is that we made a helpful infographic to inform you on things you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

CustomerSuccessBox

FEBRUARY 14, 2019

The customers that are retained help in bringing consistent monthly revenue for a SaaS company. Proactively provide feedback to the product team. Customers are going to provide the most real feedback as they are actually using the product. Provide references, case studies, customer stories to Sales and Marketing.

Management 67

Management Upselling SaaS Sales 67

ChurnZero

SEPTEMBER 20, 2022

The potential ROI for you includes glowing reviews, solid customer case studies, and constructive feedback to improve your product and service—as well as increased retention and recurring revenue. They’re not a SaaS business, but they ace the delivery game. One is with JJellyfish Consulting. I hope to see you there!

Construction 52

Construction Consulting Consulting SaaS 52

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. As a part of this process, the customer success manager: Organizes welcome emails Sets up their account Resolves queries, etc.

Management 52

Management CRM Analytics Customer retention 52

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

aircall

OCTOBER 25, 2018

Today, sales enablement is a growing area of focus for almost all B2B service providers — especially SaaS companies struggling to differentiate themselves amid stiff competition. In my previous role, I was the sales enablement coordinator for a high-growth SaaS company. Case studies. Integration articles. ROI reports.

Sales 75

Sales B2B Outbound sales SaaS 75

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase! KPIs are essential for any department to succeed.

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Customer feedback is the first and most obvious place to seek information on what your consumers think of your product or service. Voice of Customer. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

FEBRUARY 26, 2021

But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Give Product thematic feedback, not anecdotes. Give Product greater exposure to customer experiences.

Management 59

Management Feedback Sales SaaS 59

ProProfs Blog

DECEMBER 6, 2021

This feature is helpful, for example, when you’ve reached the maximum number of forms with your account and need to move the data somewhere else or when you need to do some data analysis. Using this tool, you can build web forms such as contact us, product feedback, and job applications. Surveys for feedback. Key Features.

Surveys 78

Surveys Enterprise Feedback CRM 78

CustomerSuccessBox

MARCH 14, 2022

Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. Using real-life use cases and case studies, this is the perfect crash course if you want to gain more confidence in fulfilling your role’s core tasks to the max. Customer | How To Manage Customer Feedback.

Journey mapping 52

Journey mapping Accountability Construction Management 52

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. To collect client tales, case studies, and testimonials, customer success teams collaborate with marketing. Sharing Best practices in Customer Success specific to your business case.

APIs 52

APIs Accountability SaaS Marketing 52

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

MARCH 15, 2022

Partner with Sales to identify and present opportunities for in-account revenue growth. Collect feedback and collaborate as a trusted peer with internal teams to develop specific short- and long-term plans to meet the needs of the clients and optimize retention. Run tier 1 accounts and manage a team of CSMs.

Accountability 19

Accountability SaaS Engineering Sales 19

SmartKarrot

JUNE 30, 2022

testimonials, case studies). Managing numerous customer accounts throughout their whole life cycle and proactively renewing contracts. Partnering with the wider Account/Sales Representatives to identify opportunities for expansion across accounts. Retaining and growing existing accounts.

Finance 19

Finance Metrics Accountability SaaS 19

Amity

NOVEMBER 16, 2016

Customers guiding our product with amazing feedback. Really think through these points and make sure you are accounting for what they need to learn over the next couple of weeks. If so, they could be great case studies. If you are like a typical SaaS company, you have a TON of customers at various price points.

Accountability 81

Accountability Feedback Upselling SaaS 81

SmartKarrot

MARCH 30, 2022

Become knowledgeable of Domo’s solutions and service offerings, including SaaS business solutions and implementation methodologies and advanced service offerings. Expand Domo footprint in current customer accounts by driving product adoption and up-sell opportunities of licenses and services. Secure yearly subscription renewals.

Upselling 19

Upselling Customer centricity SaaS Accountability 19

SmartKarrot

FEBRUARY 17, 2022

Role: Customer Success Director, SaaS (Remote) Location: Remote, United States Organization: Talentify.io Focus on driving product adoption, creating a positive customer experience, and account growth. Be in the internal voice of the customer, work with the product team to deliver feedback to shape the product roadmap.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

SmartKarrot

OCTOBER 27, 2022

Provide meaningful feedback regarding new reports, updates or tools needed for client success. Schedule EBRs with the client on a 6-month basis and monthly/weekly meetings dependent on health and risk of the account. testimonials, case studies). Proactively learn new features and content as they become available.

Upselling 19

Upselling SaaS Coaching Best practices 19

SmartKarrot

FEBRUARY 21, 2023

knowledge of market research, consumer feedback, and user requirements. Enterprise SaaS/cloud software customer success positions require a minimum of seven years of progressive experience. Find reference and upsell chances, and you’ll be in charge of the account’s expansion and satisfaction.

Upselling 19

Upselling Technical Support SaaS Consulting 19

aircall

MARCH 27, 2017

That’s why mapping the customer journey takes into account post-purchase engagement , hopefully to the point of advocacy. For the purposes of illustrating this article, we’ll take the example of an SaaS company providing marketing automation services. Not accounting for external influences. Let’s call them For Instance Inc.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

ProProfs Blog

JUNE 30, 2020

And who can resist an online quiz with instant feedback?” I include case studies of role-model companies that will inspire any organization to kick-start its own revolution… an amazement revolution!”. The SaaS Sales Method for Customer Success and Account Managers. ” –Newsday. On Writing Well.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Customer satisfaction and feedback surveys. Subscription renewals.

SaaS 105

SaaS Journey mapping B2B Feedback 105

JustCall

APRIL 13, 2020

However, to maintain the same level of professionalism, it will be wise for you to take these tips and hacks into account. If you already have a designated study room or library, then these spots make for your ideal workspace. Holding regular team check-ins through video meetings is also crucial for holding them accountable.

Sales 98

Sales CRM Analytics Chatbots 98

SmartKarrot

APRIL 6, 2021

Support your statement with real examples and case studies. Have case studies that include the benefits of customer success. How they achieved account growth? Focus on understanding product adoption rates Explain how surveys help understand product feedback Show how easy it is to integrate with your application.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

SmartKarrot

SEPTEMBER 10, 2020

And since the boom of SaaS industry , this role has seen a sudden upsurge in the last five years. The account management team also sometimes falls under the scope of CCO responsibilities. Building customer loyalty programs and feedback. Hence, the customer feedback forms an important part of such programs.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

ChurnZero

DECEMBER 20, 2019

SaaS companies at all stages will continue to increase investment in Revenue and CS Ops to drive the alignment that’s critical for maximizing customer lifetime value. Is it retention, expansion, advocacy, product feedback, or service delivery? Increase focus on ‘meh’ accounts. . CSMs will also need to clarify their purpose.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

OCTOBER 13, 2020

You will interface closely with sales, product, and engineering teams to share client feedback, resolve escalations, deliver outstanding client experiences, and have a direct impact on the product roadmap. You will be managing numerous customer accounts throughout their whole life cycle and proactively renewing contracts.

Engineering 10

Engineering Benchmark SaaS Metrics 10

SmartKarrot

NOVEMBER 24, 2023

As a seasoned customer success expert navigating the intricate landscapes of technical and highly educated users, I’ve witnessed firsthand the transformative power of upselling in achieving account expansion and fueling revenue growth. Lifecycle Relevance: For technical users, understanding the product lifecycle is pivotal.

Upselling 10

Upselling B2B Education Analytics 10

SmartKarrot

JUNE 22, 2021

Gather and translate partner feedback into actionable items to help accelerate client growth and engagement. Help drive customer case studies and references highlight teams built with Terminal. Oversee User Acceptance Testing procedures and help contribute ideas and user feedback into the backlog.

Upselling 10

Upselling Metrics Feedback SaaS 10

SmartKarrot

MAY 28, 2021

Service companies need to work like SaaS companies by keeping customer success at the core. Helps make onboarding of customers easy Makes gaining feedback easier real-time Builds loyal relationships Helps gauge customer needs Increases revenue. You can measure the success of your customers by estimating the health of accounts.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

APRIL 9, 2021

Apply here: [link] Role: Customer Success Manager (SaaS) Location: London, England, United Kingdom Organization: Deskpro As a Customer Success Manager, you will reduce customer churn, alongside upselling new products and services to increase the MRR. Be the point of contact for Accounts and be responsible for the growth of the customer.

Upselling 10

Upselling CRM Consulting Consulting 10