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.

Sales 90

Sales Upselling Accountability SaaS 90

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. Amity looks at CSM from the perspective of the tools and platforms CSMs need.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

ChurnZero

JULY 6, 2023

In one of many similar instances, I was helping a SaaS company get to the root of its high customer churn. Do you automatically email them a prompt to register for account access? Do you set that account access up for them? I suggested they map out the journey their customers’ experience from the moment they sign a contract.

Journey mapping 52

Journey mapping SaaS Consulting Consulting 52

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth.

SaaS 64

SaaS Finance Benchmark Upselling 64

SmartKarrot

AUGUST 11, 2021

The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. However, at times, a SaaS customer is not happy with your product or service and may decide to unsubscribe, which is really disappointing. Fewer features in your SaaS product. Like what you are reading?

SaaS 19

SaaS Consulting Consulting Sales 19

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.

Construction 52

Construction Consulting Consulting SaaS 52

CustomerSuccessBox

SEPTEMBER 4, 2019

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. If your company has a platform to understand the health of the account, then your life is sorted. The Accounts/Finance to raise invoices or confirm if the payment has been made.

SaaS 78

SaaS Accountability Best practices Finance 78

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth.

SaaS 52

SaaS Finance Benchmark Upselling 52

Lumoa

MARCH 12, 2023

Cons of Lumoa Survey capabilities may not meet the needs of complex research projects that require more advanced features such as branching and randomisation. Lumoa provides support and customer success managers, but no in-house consulting unit that other more expensive solution can afford. Price: Consultation needed.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

TeleDirect

DECEMBER 14, 2023

Forrester Consulting found that companies focused on the customer experience grow revenue 1.7 This requires comprehensive account-specific training to help you reach your determined goals. If you’re a subscription-based brand or a SaaS company, it’s easier to calculate. It’s all in the numbers. times more.

Call Center 62

Call Center Customer retention Technical Support Sales 62

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

Quadient

AUGUST 8, 2022

And when integrated with other SaaS insurance solutions , CCM can take insurance operations — both internal and customer-facing — to the next level. Duck Creek Solutions works with an entire ecosystem of System Integrators, Solution Partners, and Consulting Partners to enhance the functionality of our core system.

Customer Experience 52

Customer Experience Management Journey mapping 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 97

Upselling Metrics SaaS Sales 97

JustCall

MARCH 29, 2022

With new conversation intelligence tools that enable reps to be proactive and aim at growing accounts rather than just minimizing churn, they’re becoming a force to reckon with in revenue operations. . This evolution is largely driven by the new subscription based models which has seen an extensive adoption across the SaaS industry.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. Today’s customers demand more.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

ChurnZero

MARCH 3, 2020

For those in Customer Success, it can sometimes seem that your schedule is constantly being taken up by back-to-back customer meetings (which might really be the case), but it’s important to take the time and come up for air…and sometimes the best way to do that is to get out of the office.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Satrix Solutions

FEBRUARY 12, 2020

And there are also various contact roles across customer accounts. As a customer experience consulting firm, we regularly talk with stakeholders who thirst for a greater impact from their CX programs. The voice of the customer permeates everything, including company updates, team meetings, huddles, employee recognition, etc.

B2B 78

B2B Feedback Consulting Consulting 78

ChurnZero

FEBRUARY 4, 2022

Have you ever wondered what your investors are looking for in board meetings? Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

ClientSuccess

JULY 30, 2020

2 – Is your CSM team struggling with accountability or meeting project deadlines? If there are multiple team members working on a single account, everyone can visualize who is responsible for what and follow up when necessary – dramatically reducing the risk of missed deadlines or due dates. appeared first on ClientSuccess.

CRM 54

CRM Sales Journey mapping SaaS 54

Netomi

JANUARY 5, 2022

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

AUGUST 29, 2019

As a pioneer in contact center and customer experience technologies, Inflow Communications provides training and consulting to hundreds of customers around the world. . Since the company’s needs were not those of a typical SaaS organization, prospective solutions fell sh ort. . Meeting Inflow’s Goals .

Accountability 49

Accountability SaaS Contact Center Consulting 49

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Don’t be afraid to discuss these numbers with your customers. As she explained: .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Andrew Mcfarland

SEPTEMBER 23, 2022

As an Account Executive (AE), you’ll work to connect qualified leads with account executives. However, you must understand SaaS to excel at this position. An Account Executive must measure pipeline revenue, velocity, and close rates. This is a high-paying job that does not require prior sales experience.

Sales 48

Sales Outbound sales Inbound sales Accountability 48

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. 2) Meeting With the Decision Makers. Value Creation for Service Companies.

Accountability 45

Accountability Consulting Consulting Upselling 45

CrazyCall

APRIL 9, 2019

Last year, LinkedIn selected Jill Konrath as the #1 B2B Sales Expert to Follow pointing out over 1/3 million people following her account. Must-read: Master Sales Meetings [E-book]. In 2016, The Bridge Group expanded their offer with Account Based Revenue services. Trish Bertuzzi. Founder and CEO of The Bridge Group, Inc.

Sales 133

Sales Consulting Consulting Coaching 133

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. I started my career at SAP as product support, and then went on to be a consultant. My first Customer Success role was Nulogy – it used to be called Technical Account Manager.

Coaching 106

Coaching SaaS Metrics Accountability 106

SmartKarrot

JANUARY 25, 2022

The critical nature of software for business growth is a key reason for the exceptional growth of Software as a Service (SaaS) companies in recent times. Encouraged by the success and importance of SaaS, Australia has actively adopted the cloud ecosystem and founded brilliant SaaS-driven companies and platforms. Employment Hero.

SaaS 10

SaaS Transportation Feedback Construction 10

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. Performance (didn’t meet product/service delivery expectations). This could be someone in marketing, on the executive team, or an outside consultant (shameless plug). Product fit.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

CSM Practice

MARCH 13, 2020

As beneficial as they can be, the exit of a champion is one of the most common reasons for churn in SaaS companies for many reasons. Your CSMs, Account Managers, and other top-level executives can be mapped to your executive sponsors depending on their account segment. Schedule a Meeting. Demonstrate Value.

SaaS 82

SaaS Best practices Enterprise Accountability 82

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. In many ways, Customer Success has become synonymous to SaaS. The Main Differences Between SaaS and On-Premise Customer Success Programs.

SaaS 40

SaaS Accountability Metrics Enterprise 40

SmartKarrot

NOVEMBER 9, 2022

Expand the revenue in accounts through cross-selling and up-sell referrals. Role: Customer Success Manager Location: England, United Kingdom (Hybrid) Organization: mpro5 As a Customer Success Manager, you will build relationships with key contacts on your accounts and gain a deep understanding of their business needs.

Real estate 19

Real estate Consulting Consulting Technical Support 19

Nicereply

MAY 11, 2020

Customer loyalty is the result of a company consistently meeting and exceeding customer expectations. Another study by Rare Consulting says that 83% of customers said their brand loyalty stemmed from the trust. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. Decision-making is a skill that CSMs can practice by being assigned responsibility and tasked with accountability for results. Conducting meetings with multiple team members. Initiative.

Management 92

Management Upselling Coaching Best practices 92

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Ed Powers , Customer Success Consultant. Brian Hoffman , Account Executive, ChurnZero. Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. Senior Account Manager, SYKES Pasewalk ???. In 2017 she had the opportunity to meet SYKES’ founder, John Sykes, which was a very special moment in her career.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. Senior Account Manager, SYKES Pasewalk ???. In 2017 she had the opportunity to meet SYKES’ founder, John Sykes, which was a very special moment in her career.

Accountability 98

Accountability Coaching Education Telecommunications 98