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. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts. This is what’s commonly known as joint account planning.

Accountability 42

Accountability Upselling SaaS Feedback 42

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Being a good partner and delivering outcomes is expected. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). ” Leverage CRM platforms. One scenario if the user did not understand how it works.

Sales 69

Sales Customer Service Upselling CRM 69

Solvvy

JUNE 22, 2022

Conversational AI can easily manage questions about accounts, and payment history with knowledge base articles, and more, so your team can focus on more complex issues that require a personal touch. Solvvy is the leading conversational AI platform for support. Sales Experience. Provides reps with a smart handoff.

Chatbots 119

Chatbots Banking Self service Finance 119

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

ChurnZero

DECEMBER 15, 2020

Criteria Corp started with Account Managers and was a largely reactive team. What originally began as effectively ‘Customer Support with a bit of sales” eventually evolved into a fully mature CS function. Criteria has always assigned a dedicated CSM to each account, regardless of customer size.

Accountability 98

Accountability B2B Customer centricity SaaS 98

Totango

MARCH 26, 2021

At one time, customer lifecycle models took a seller-centric perspective which split the pre-sales phase of the customer’s journey from the post-sales phase. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

CSM Practice

JANUARY 13, 2021

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. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98

Anexa BPO

MARCH 22, 2023

It originated in the early days of Software as a Service (SaaS) organizations, when many original users would test drive a service, and then cancel. This, of course, led to a high churn rate, which is the kiss of death for most organizations. To analyze the difference, we must consider the evolution of customer success.

Customer centricity 52

Customer centricity outsourcing SaaS Surveys 52

Amity

DECEMBER 9, 2016

Pay attention in pre-sales calls. Whether your team then passes them on to a sales representative or answers the questions themselves, pay attention to the top queries that come in. Are enterprise clients most concerned with security, uptime and having access to an account manager? Manager of Growth Marketing, Sarah E.

Marketing 109

Marketing SaaS Sales Surveys 109

ClientSuccess

APRIL 28, 2021

As a CSM, you’ve probably been ghosted a time or two – by clients, of course. If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent.

Upselling 64

Upselling SaaS Metrics Accountability 64

CustomerSuccessBox

OCTOBER 5, 2021

In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. In B2B SaaS businesses, you have to identify those key indicators which can drive performance. Account health KPIs- Product adoption, customer usage, etc. Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

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

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. After years in customer-facing roles, from sales to Customer Success and service, I have gained a true and deep appreciation for the axiom that “perception is reality.” Churn is a naughty word.

SaaS 59

SaaS Accountability Sales Management 59

ClientSuccess

FEBRUARY 8, 2023

Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth. Percentage of live customers : this is the total percentage of your customer base that is currently ”live” – aka fully onboarding and using – your platform or service.

Metrics 75

Metrics Upselling B2B SaaS 75

ChurnZero

JULY 22, 2022

The webinar’s Q&A session covered popular onboarding questions in SaaS like how long it should take a customer to reach first value, what should you do when a customer disengages, and how to hold customers accountable at scale. Q: What I like to say is, of course, it depends. I recommend you interview customers.

Gamification 98

Gamification Accountability B2B Enterprise 98

ChurnZero

SEPTEMBER 1, 2020

1) Out of the Box: ABX Strategies for Marketing, Sales, and CX. Out of The Box , hosted by Sendoso, the leading sending platform, tackles this topic head-on with a full day of virtual content. Out of The Box , hosted by Sendoso, the leading sending platform, tackles this topic head-on with a full day of virtual content.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. If you had a dollar for every customer you had to practically beg to adopt your platform…well, you get where I’m going. Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

CustomerSuccessBox

OCTOBER 19, 2021

You should educate your customers before and also after a sale. As a CSM, you need to educate your customers post-sales. If you are a B2B SaaS company, you will have a multi-layered education process. To grow an account, each member of the team needs the right skills. And what your post-sales stages are gonna look like.

Education 52

Education Consulting Consulting Management 52

CustomerSuccessBox

MARCH 8, 2022

“Customer Retention” is kind of a buzzing word for the SaaS businesses on the digital platform. It doesn’t consider what subject you took but rather takes into account the qualities of the ideal candidate who fits into the responsibilities this role has to pitch. Customer Success Platform.

Customer retention 52

Customer retention Accountability SaaS Education 52

ChurnZero

AUGUST 2, 2019

In fact , among food retailer s free samples have been known to boost sales by nearly 2000%. With statistics like this , it’s not surprising that a strategy once reserved for food courts has spread to other industries ; SaaS is no exception. Provide Seamless Personalization for All User s . Now That You Know .

SaaS 58

SaaS Accountability Sales Personalization 58

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. This is a guest blog post by Anita Toth, Chief Churn Crusher. . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

CustomerSuccessBox

APRIL 19, 2022

One of the key drivers for growth in the B2B SaaS industry is the customer success based business models. SaaS is the future. Any customer success management (CSM) platform needs customer data, to begin with. These models exponentially increase the revenue goals of such organizations. Data-Centric Solution Modeling.

Enterprise 52

Enterprise Management B2B SaaS 52

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

Amity

FEBRUARY 6, 2019

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. Best regards, - From a SaaS in need of saving! Dear SaaS in need of saving, First and foremost, it’s important to know that you are not alone.

Management 71

Management Chief Customer Officer SaaS Accountability 71

ChurnZero

OCTOBER 6, 2020

Sendoso, the leading sending platform, is the most effective way for revenue-driving teams to stand out with new ways to engage at strategic points throughout the customer journey. The platform enables teams around the world to send personalized gifts, branded swag, and eGifts at scale. Advocacy Hero – Sales Boomerang .

Banking 40

Banking SaaS Entertainment Customer advocacy 40

ChurnZero

JULY 19, 2019

My organization’s product team has made some really big (and lots of really small) changes to our processes (and product, of course) as a result of Customer feedback. As the person who works with the platform day in and day out, I am familiar with what the software needs to be utilized successfully. You should, but not right away.

SaaS 56

SaaS B2B Sales Accountability 56

Totango

MARCH 24, 2020

The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied. What you do in the immediate aftermath of the sales event can mean the difference between a life-long customer or a churn casualty.

B2B 59

B2B Management Upselling SaaS 59

CustomerSuccessBox

OCTOBER 4, 2018

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. Recently in a webinar with Debbi Stanley, CFRE, Vice President of Sales and Customer Success, Rallybound, Debbi shared several actionable insights that will guide you to build your customer success team. ?.

SaaS 77

SaaS Customer retention Accountability Consulting 77

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. Well-defined Sales-to-Onboarding Handoff. This begins with the sales to onboarding hand-off before the end of the sales cycle. The same goes for the sales teams also.

Education 52

Education Customer retention Sales B2B 52

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The third component is a set of KPIs that monitor the performance of their own teams since most heads of CS also have functional responsibility for post-sales customer-facing functions.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. But the best Sales and Marketing teams (which also have a relationship component) use well-defined processes and data integrations to drive their operations. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. Marketing, sales, and customer support tools have limited power unless they can communicate with one another. It’s our goal for Aircall to work with as many popular support and sales platforms as possible.

call center software 59

call center software Call Center First call resolution Technical Support 59

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred.

Upselling 98

Upselling SaaS Sales Accountability 98

CustomerSuccessBox

AUGUST 12, 2021

Are you a B2B SaaS start-up? In some regions customers expect greater engagement with your product/platform and in other regions there might not be similar expectations. Then, of course, you need a Customer Success team to deliver that value! However, when it comes to post-sales, your customer support is NOT Customer Success.

SaaS 52

SaaS Accountability Engineering Technology 52

ClientSuccess

OCTOBER 5, 2017

Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. CSMs no longer have to rely on telephone calls, paper surveys, or even tedious spreadsheets that house account information. Today’s SaaS industry, more than ever before, is changing into a remote world. Competency.

SaaS 41

SaaS Best practices Accountability Technology 41