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. Will the Customer Success and Sales roles converge, especially for large enterprise accounts?”. “To

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

JUNE 2, 2023

A Customer Success Manager at a Series-B stage SaaS company had just learned a key contact—their customer champion—was moving on to a new role. Regardless of why it happens, the unmanaged key account change is the single greatest leading predictor of churn. If that sounds scary—and it should—there’s an upside too.

SaaS 98

SaaS Accountability Personalization Sales 98

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS.

SaaS 45

SaaS Benchmark Surveys Feedback 45

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? You can watch all the on-demand sessions from the conference now.)

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. Implement Composable Customer Success.

SaaS 87

SaaS Best practices CRM Enterprise 87

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

Amity

FEBRUARY 18, 2014

In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Four Gears Model for B2B SaaS. This new requirement to focus on customer outcomes is forcing B2B SaaS vendors to adopt new strategies, tactics and operations.

B2B 48

B2B SaaS Customer advocacy Metrics 48

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. Communication can be via call, video conference or via email.

Best practices 40

Best practices Customer retention SaaS Metrics 40

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. “ #SaaS business models are evolving in the performance economy. Some learnings: • SaaS cos typically spend ~10% of their ARR on Marketing Programs. Customers Demand Value.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

SmartKarrot

MAY 11, 2022

The first lesson a B2B SaaS (Software as a Service) marketer learns about account-based marketing tactics is that you cannot possibly target each customer in your niche. This is the hard truth of account-based marketing strategy. Develop and execute targeted marketing for key accounts. The answer is quite simple.

Accountability 10

Accountability Marketing B2B SaaS 10

JivoChat

FEBRUARY 22, 2023

To get started with Google Hangouts, users can download the app from their respective app stores, visit hangouts.google.com, and sign up with their account. Start Video Calls & Conferences. Step-by-Step Guide on How to Use Dropbox Sign Up for an Account. Step-by-Step Guide on How to Use Google Drive Sign Up for an Account.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

ChurnZero

AUGUST 25, 2020

Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . What makes the BIG RYG Customer Success Conference so special is our incredible lineup of speakers and entrepreneurs. Her expertise spans Account Management, Professional Services, Technical Support and Success Operations.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Mindtouch

FEBRUARY 7, 2017

Whether you call it cloud software or SaaS, one thing is clear: the cloud has changed the way all business operates. From high-growth tech startups to legacy enterprise corporations, SaaStr’s Annual conference for SaaS experts hosts a wide spectrum of attendees united by technology, tactics, and direction.

Customer advocacy 48

Customer advocacy SaaS Enterprise Accountability 48

ClientSuccess

MAY 18, 2021

This is why many SaaS organizations have a Customer Advisory Board to gather this feedback while saying thank you to your loyal customers. It’s a good idea to treat your Customer Advisory Board meetings as little mini-conferences. Plans in advance to host at least three, preferably four Customer Advisory Board meetings a year. .

Customer centricity 65

Customer centricity SaaS Feedback Marketing 65

Education Services Group

DECEMBER 21, 2021

Typically represented as red, yellow, green, this score helps to identify which accounts are at risk and require urgent attention and which are doing well and can continue to be nurtured and primed for growth. Teacher Term: Parent/Teacher Conferences. Teacher Term: Lexile, Quantile, F&P. CS Term: Handling tricky customers.

Journey mapping 52

Journey mapping Education Metrics SaaS 52

ChurnZero

FEBRUARY 15, 2019

It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model.

SaaS 53

SaaS Benchmark Metrics B2B 53

CustomerSuccessBox

DECEMBER 3, 2021

Customer conferences, conference travel (if applicable), leadership meetings (both internal to CS and broader) As leaders, you should be thinking about how productivity and quality can be improved in a way that contributes to the growth and, at the appropriate time in the growth cycle, profitability. A CFO wants to save money.

Metrics 52

Metrics Accountability B2B SaaS 52

Momentum Telecom

MARCH 30, 2020

Take, for example, Momentum Mobility or Momentum Collaborate for larger conference calls and video meetings. More than just simply tracking the number of inbound and outbound calls, a SaaS call reporting tool like Momentum Voice Analytics lets you view a broad spectrum of metrics. But it’s not efficient in the long run.

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Abandon Call Morale Government Analytics 97

ChurnZero

NOVEMBER 16, 2018

Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. For those of you that might not know – this is the premier Customer Success conference in Europe. Account Expansion is a Logical Fit for CS. Top 15 Takeaways from Pulse Europe 2018.

SaaS 49

SaaS Customer retention Customer Support Enterprise 49

ChurnZero

DECEMBER 28, 2021

Questions are broken out by Customer Success skills, project management, data management, account growth, and industry knowledge. Customer Success vs. Customer Support vs. Account Management vs. Professional Services: What’s the Difference? We were lucky enough to hold two amazing Customer Success conferences.

Finance 52

Finance SaaS Accountability Metrics 52

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Coach to SaaS founders, Chief instigator at DanMartell.com. And they did. In October.

Sales 129

Sales SaaS CRM B2B 129

SmartKarrot

MAY 12, 2022

Live streaming is a great solution for companies, including B2B SaaS ones who want to improve their influence on users and prospects. Benefits of Live Streaming for B2B SaaS Businesses. Here are the top ways to use live streaming to improve and liven up your B2B SaaS business. Videos are a very popular mode of communication.

B2B 10

B2B SaaS Feedback Surveys 10

ChurnZero

SEPTEMBER 20, 2022

At Propel, Rocketlane’s annual global conference for customer onboarding and implementation professionals, Customer Success expert and principal consultant at Service Excellence Partners, Ed Powers, talked about how we can create ideal, favorable customer experiences if we understand the principles of neuroscience. I hope to see you there!

Construction 52

Construction Consulting Consulting SaaS 52

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Related resource: The SaaS debate: Who owns the renewal and upsell?

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Related resource: The SaaS debate: Who owns the renewal and upsell?

Upselling 97

Upselling Metrics SaaS Sales 97

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. You will hear it at customer success conferences, meetups, networking events, and peer mentoring sessions. This is especially true when it comes to SaaS products and services.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. Now, the concern here is that as a CSM, you could easily overlook a ‘green’ customer account thinking it to be a healthy one! Possibly, it can present a more accurate picture of the account’s health.

Upselling 52

Upselling Calibration Engineering Big data 52

NobelBiz

FEBRUARY 23, 2023

Furthermore, it provided enterprises with extra services like as a switchboard, phone transfer, conference calls, and so on. You may arrange individual video conversations and multi-user video conferences with collaboration features by switching to a UCaaS provider. These solutions cater to remote and mobile workers.

Contact Center 52

Contact Center voip APIs Interactive Voice Response 52

ChurnZero

JANUARY 24, 2022

If you specifically run a SaaS business, customer-centric service can also help you stand out from your peers. They create their account, they pay regularly, and your service is there for their use any time they need. . Encourage employees to sit in on customer service calls or industry conferences.

Customer centricity 98

Customer centricity Sales SaaS Accountability 98

ClientSuccess

APRIL 27, 2017

” To answer this question, we decided to collaborate on this topic with the best customer success leaders at a conference we held last September called the CS100 Summit. Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics. We held the webinar on Tuesday, May 16, 2017, to go over the results.

Metrics 41

Metrics SaaS Best practices Accountability 41

ChurnZero

AUGUST 30, 2019

Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. Video] All of Your SaaS Questions Answered. Rules have changed in #saas Respect your customer. saas #saastrscale #scaleups. saastrscale.

SaaS 40

SaaS Customer centricity Sales Metrics 40

ChurnZero

DECEMBER 27, 2019

PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential. . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . SIIA CoDiE Award Finalist . 2019 is almost a wrap.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

bold360 Blog

FEBRUARY 4, 2019

It seems like you can’t log into any sort of SaaS website without seeing that little popup window in the bottom right-hand corner of your screen saying something to the effect of: “How can I help?”. On a recent episode of AI:IRL, we sat down with Mike McGarvey , Account CTO & Sr. Subscribe via iTunes , Spotify and more.

Chatbots 74

Chatbots SaaS Technology Accountability 74

Amity

FEBRUARY 2, 2016

The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

SaaS 80

SaaS Education Customer retention Sales 80