Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. 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. appeared first on CX Consulting.

Airlines 273

Airlines Metrics Accountability SaaS 273

ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. It helps articulate the health of a SaaS business.

SaaS 52

SaaS Metrics Customer retention Construction 52

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. Or account management, when you worry about subscriptions and payments.).

SaaS 106

SaaS Management CRM Sales 106

Totango

JANUARY 22, 2024

In 2024, CS teams leveraging AI will stand out from the rest by quickly identifying customer problems and trends in data, providing account summaries to executives, and streamlining workflows. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

SaaS 71

SaaS industry standards Upselling Education 71

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.

SaaS 56

SaaS Sales Consulting Consulting 56

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

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. The same holds true for our vendors. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

JustCall

MAY 26, 2022

So, we are looking for team members who become product expert & providing demos/consulting to our prospective customer and handle the complete sales pipeline from Demo Scheduling to Giving Demo to Account Setup. – Help new customers with onboarding and account setup. What will you be doing on daily basis? Experience.

Sales 98

Sales SaaS Accountability Engineering 98

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It means one train can hide another.

SaaS 98

SaaS Benchmark Metrics Consulting 98

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

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

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 89

Sales Upselling Accountability SaaS 89

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. How to crush SaaS customer onboarding: a roundup of expert advice.

SaaS 98

SaaS Customer retention Surveys Consulting 98

SmartKarrot

JUNE 16, 2020

A list of Top 8 SaaS Account Management Best Practices to help you grow your existing accounts and increase revenue. #1 1 Define Key or Strategic Accounts. The ideal Account Manager should be a problem solver who is sensitive to the client’s needs and spends time and energy to make them successful.

Best practices 10

Best practices SaaS Accountability Management 10

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? A few consulting firms that I recommend include The Success League , ESG Success , and Infinite Renewals.

Journey mapping 52

Journey mapping SaaS Consulting Consulting 52

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. Account Managers. Industry Consultants. appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox.

Management 52

Management Consulting Consulting B2B 52

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. What Is Contract Renewal? In-App Promotions.

Customer retention 93

Customer retention SaaS Best practices Upselling 93

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

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

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Download this eBook to learn how to crust your SaaS Customer Onboarding.

SaaS 52

SaaS Customer retention Surveys Consulting 52

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. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

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? 31 st Fastest Growing SaaS Company on SaaS Mag’s list.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

DECEMBER 15, 2020

Criteria Corp started with Account Managers and was a largely reactive team. They do additional discovery as part of the onboarding process, onboard effectively, and then manage the account to drive Engagement, Adoption and ultimately the renewal. How did CS begin at your organization, and what is your team’s primary focus?

Accountability 98

Accountability B2B Customer centricity SaaS 98

Amity

APRIL 25, 2016

Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. CSM Corner.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

SaaS 52

SaaS Upselling Education Customer retention 52

Totango

MARCH 8, 2022

As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. Gain Grow Retain is a free, open community for CS leaders from B2B SaaS companies. CSM Practice is a CS consulting firm that serves technology and services organizations. CS in Focus.

Best practices 115

Best practices SaaS B2B Marketing 115

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

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting Mikael Blaisdell and Associates, Inc. Infinipoint.

Consulting 10

Consulting Consulting Coaching SaaS 10

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide.

Coaching 52

Coaching Benchmark Consulting Consulting 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

Satrix Solutions

AUGUST 25, 2020

The main draw for upselling to existing customers is that it provides a new revenue stream with no (or minimal) additional customer acquisition cost (CAC) that obtaining new accounts require. It is dependent on building consultative partnerships with decision-makers with the goal of adding value to their business.

Upselling 78

Upselling SaaS Sales Consulting 78

SmartKarrot

FEBRUARY 16, 2022

Software as a service or SaaS has been growing as a leading software distribution model. The world of SaaS has simplified software creation and distribution making access easier than before. Leveraging the power of cloud technology, SaaS has re-engineered the way we look at modern technology and software. Aaron Levie.

SaaS 10

SaaS Finance B2B Marketing 10

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