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

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. It helps articulate the health of a SaaS business. Learn from three SaaS CEOs.

SaaS 52

SaaS Metrics Customer retention Construction 52

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

Customer retention 52

Customer retention Gamification Education Self service 52

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.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

ClientSuccess

AUGUST 10, 2022

It’s important to realize that these are questions that nearly all customer success teams have at one point or another. Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. Customer contact engagement. Customer sentiment and account health.

Metrics 78

Metrics SaaS Customer retention Accountability 78

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. 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.

SaaS 105

SaaS Technical Support Benchmark Accountability 105

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. At the same time, a 5% increase in customer retention rates can increase profits by up to 95%.

SaaS 88

SaaS Customer retention Accountability Feedback 88

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

JUNE 7, 2021

Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. Of course, churn is inevitable, but the better we analyze and measure churn, the better we will be at reducing the churn.

SaaS 52

SaaS Customer retention Accountability Upselling 52

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. Unfortunately, many SaaS companies overlook this and focus on generating new leads. The cost of acquiring new customers becomes very high very quickly.

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142

CustomerSuccessBox

MARCH 10, 2022

So those businesses that believe to offer customer satisfaction, are likely to have loyal customers, repeat purchases, higher customer retention rates, and buyers who try newer products. Suggested Read : Responsibilities of a Customer Success Manager. Roles and responsibilities of a Client Success Manager.

Management 52

Management Customer retention SaaS Customer advocacy 52

SmartKarrot

MAY 27, 2020

The account manager plays a pivotal role in any business. But over the course of time, the role has evolved with the rise of Software-as-a-Service (SaaS) companies. With this evolution, the role of a SaaS account manager has not been the same as that of an account executive. Out-and-out Account Planning.

SaaS 10

SaaS Accountability Management Customer retention 10

SmartKarrot

JANUARY 18, 2022

SaaS (Software as a Service) is an on-demand product distribution strategy that allows software developers to distribute software through the internet and enables users to utilize powerful software without having to deal with hardware management or complex installation processes. Top 10 Trends for Enterprise SaaS in 2022.

SaaS 10

SaaS Enterprise APIs Customer retention 10

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

SaaS 98

SaaS Customer centricity Accountability Education 98

SmartKarrot

JANUARY 18, 2021

Many entrepreneurs have joined the bandwagon of SaaS industry, but they are yet to realize that SaaS growth model is quite different from traditional ones. A deep understanding of SaaS growth levers can take your business to the next level. SaaS is a growing industry. There are some 14 courses in SaaS on Udemy itself.

SaaS 10

SaaS Customer retention Upselling Marketing 10

CustomerSuccessBox

OCTOBER 4, 2018

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. However, since it is a comparatively new field, there are many different ideas, thoughts on how one should be building a customer success team so that it can have a big impact on the bottom-line. The customer.

SaaS 77

SaaS Customer retention Accountability Consulting 77

Quiq

JULY 7, 2022

What is customer churn? Customer churn rate (or customer attrition rate) measures how many customers you lose over a given period of time. It’s also the exact opposite of your customer retention rate. How to calculate churn: Figure out how many customers you have at the beginning of a period of time.

Surveys 75

Surveys Customer retention industry standards Benchmark 75

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Conversion: persuaded by your value proposition, your prospect makes their first purchase and becomes a paying customer. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. Customer Education helps customers grow.

Education 52

Education Consulting Consulting Management 52

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. Final thoughts on Customer Onboarding at scale!

Education 52

Education Customer retention Sales B2B 52

Education Services Group

FEBRUARY 22, 2021

The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company. Behind every account that churns are people: users, decision makers, and influencers. Churn is a naughty word. Churn impacts more than just the dollars and cents of your financials.

SaaS 59

SaaS Accountability Sales Management 59

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Journey mapping 52

Journey mapping Government SaaS Self service 52

ChurnZero

JULY 22, 2021

It’s impossible to account for every expansion scenario, so you’ll need to refine your rules as you encounter new situations. A caveat being feature complexity, of course.) Customer Success Manager capacity. How to Nail Customer Handoffs Between Sales and Customer Success. Customer Success vs. Sales . .

Sales 98

Sales Upselling Enterprise SaaS 98

NobelBiz

MAY 16, 2023

Hosted contact centers are the wings that enable businesses to soar and reach new heights of customer satisfaction, with the cloud as their limitless sky. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Amity

FEBRUARY 9, 2016

Let’s face it, as you grow, you will lose customers. When it comes to the importance of Customer Retention, the numbers don’t lie. The Gartner Group found that 80% of your company’s future revenue will come from just 20% of your existing customers. Focus on Customer Success.

SaaS 60

SaaS Customer retention Education Best practices 60

aircall

DECEMBER 28, 2016

CRM software centralizes all the data pertaining to your current and future customers, so that your team may remain on top of their tasks. Agents will be able to log accounts of customer purchases, calls, emails, chats, support tickets, etc. Accompany the customer journey. The advantages of using a CRM solution.

CRM 88

CRM SaaS Sales Enterprise 88

Amity

FEBRUARY 2, 2016

Exploring the Top 5 Benefits of Customer Success. 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. Why the Customer Success Manager is the Product Manager’s New BFF.

SaaS 80

SaaS Education Customer retention Sales 80

SmartKarrot

MAY 20, 2020

The business of the customer market has a golden rule, one which sticks to customer retention and claims them as ‘Always right’. Time for some advanced tips on client retention as well as account retention. .” With that, I meant that to enable SaaS client retention, you always be on to run to sell.

SaaS 10

SaaS Upselling Customer retention Accountability 10

Amity

FEBRUARY 9, 2016

" After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. If you are a customer success professional considering taking a role at a SaaS vendor, this test can give you a quick sense of how customer success operates there.

SaaS 66

SaaS Enterprise Benchmark Upselling 66

SmartKarrot

MAY 28, 2020

Churn rate is the rate of customers or revenues lost by a company in a given time period. It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. It means that out of every 1000 customers if 50 customers are leaving your business then it is still acceptable.

Benchmark 10

Benchmark SaaS B2C B2B 10

aircall

DECEMBER 28, 2016

CRM software centralizes all the data pertaining to your current and future customers, so that your team may remain on top of their tasks. Agents will be able to log accounts of customer purchases, calls, emails, chats, support tickets, etc. Accompany the customer journey. The advantages of using a CRM solution.

CRM 79

CRM SaaS Sales Enterprise 79

ProProfs Blog

OCTOBER 30, 2021

It equips the team with the data on whether the customers have liked or disliked the products and services – making room for further improvements. . Let’s illustrate with an example of a SaaS organization. Helps to identify happy customers (Improving Customer Retention). Helps value customer opinions.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

NobelBiz

MAY 16, 2023

Hosted contact centers are the wings that enable businesses to soar and reach new heights of customer satisfaction, with the cloud as their limitless sky. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SmartKarrot

MAY 29, 2020

The customer lifecycle outlines the steps undertaken by a customer as they progress with the company through sales or marketing. Having said that, it draws a clear-cut picture of the customer’s journey with you. It describes the various stages a customer goes through during their course of interaction with your brand.

SaaS 10

SaaS Management Customer retention Advertising 10

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Customers in onboarding behave differently than tenured customers.

Metrics 98

Metrics SaaS Surveys Self service 98