CustomerSuccessBox

SEPTEMBER 30, 2021

But you cannot leave every customer to a pure tech touch. Especially customers who are paying $10K- 100K ACV(Average Contract value) per year, given the challenges of the underlying problem your SaaS is solving for them. Join us to discuss onboarding customers remotely on this webinar. Such as the one caused by COVID-19.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 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. What these 3 gears have in common is a focus on proactively managing customer outcomes. Growth Management. Onboarding.

B2B 48

B2B SaaS Customer advocacy Metrics 48

Strikedeck

MAY 24, 2021

Michelle Brown-Krier, in an interview with Vincent Manlapaz, discusses why organizations need a strong customer success vision to keep up with the competition.

Accountability 40

Accountability Management Customer advocacy SaaS 40

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. What is a Customer Success Playbook?

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Level 1: CRM + Excel.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Many modern SaaS companies grow exponentially as a result of efficient CS initiatives. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business).

Upselling 52

Upselling SaaS Customer advocacy B2B 52

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

AUGUST 10, 2021

And this is where customer health score come into the picture. At every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. And Companies, where CSMs manage less than 60 accounts or less. Increased NRR.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

CustomerSuccessBox

FEBRUARY 28, 2022

This is a customer engagement model which helps SaaS businesses drive growth. LAER helps customer success professionals make the most of their customer engagement. The LAER model is a framework for establishing an initial relationship with customers and building on it over time. LAER model in Customer Success.

Upselling 52

Upselling Customer advocacy SaaS Education 52

CustomerSuccessBox

DECEMBER 13, 2021

The key users are trained on how to access and utilize the resources that are available to them from our company, user community, support desk, knowledge base, customer success manager, and Other programs are meant to provide ongoing elements of engagement and support. Yes, but not custom to EACH customer.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 4. Engagement Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Amity

MAY 25, 2016

In the world of SaaS, there certainly isn’t a lack of data – big data, small data – all of that data! And if executives are using this data to report on progress, status of the business portfolio, assess risk and adequately project revenues, then that is yet another big problem for your Customer Success team.

Customer advocacy 63

Customer advocacy SaaS Big data Accountability 63

SmartKarrot

SEPTEMBER 23, 2020

In such cases, it is sometimes essential to hire a ‘particular’ whose sole intention is to build the customer base and focus on serving their interests. In industries like SaaS, the customer success manager is the one who is that ‘particular’. But first, what is a customer success manager?

SaaS 10

SaaS Management Upselling Customer advocacy 10

CSM Practice

MAY 22, 2022

Hence, the Customer Success framework is the foundation to design and build your aligned processes. Why is it important to design a Customer Success framework ? . The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. Key takeaways.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

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. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

SaaS 40

SaaS Accountability Metrics Enterprise 40

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 4. Engagement Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 4. Engagement Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CustomerSuccessBox

MAY 9, 2022

Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Education Services Group

MAY 13, 2020

If we went back in time ten or twenty years, before Customer Success was commonplace, we’d likely see one of two organizations owning the customer relationship post-sale, serving as the ‘trusted advisor’ to the customer. We may see Account Managers within the sales organization owning that relationship.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Amity

JULY 4, 2017

Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. 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.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

SmartKarrot

MAY 29, 2020

These days, it is more like a mutual relationship, entitling to a customer lifetime value. Simply put, these customers are going to stick around with the company. And that is why brand loyalty is of high pertinence, especially when it comes to customer life management. The Stage of Advocacy. Love and Light!

SaaS 10

SaaS Management Customer retention Advertising 10

ChurnZero

MAY 20, 2021

You need all the relevant data and context to see the big picture of the customer experience. Investigate technology for your Customer Success team Once you’ve organized and cleaned your data, you want to put those customer insights to use and increase your operational efficiencies through automation. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

ChurnZero

OCTOBER 6, 2020

By leveraging ChurnZero’s Plays & Journeys, Quantum Workplace could better detect the phases of the customer journey that their clients were in. With the help of alerts, CSMs & Account Managers are also notified as customers move from one journey phase to another. Advocacy Hero – Sales Boomerang .

Banking 40

Banking SaaS Entertainment Customer advocacy 40

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

Amity

FEBRUARY 11, 2014

And if executives are using this data to report on progress, status of the business portfolio, assess risk and adequately project revenues, then that is also another biggest problem with customer success. The obvious: Account and contact information. The opportunity-based: Age of customer. Advocacy of customer.

Customer advocacy 48

Customer advocacy SaaS Big data Accountability 48

SmartKarrot

FEBRUARY 17, 2022

Role: Customer Success Director, SaaS (Remote) Location: Remote, United States Organization: Talentify.io As a Customer Success Director, you will design and build a Customer Success strategy, including support content creation, establishing standard operating procedures, and scalable processes.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

SmartKarrot

OCTOBER 20, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Satori As a Director of Customer Success, you will define the customer lifecycle journey from onboarding to value generation and expansion. Hire and train a world-class team of customer success managers. Onboarding new customers.

Customer advocacy 19

Customer advocacy Upselling SaaS Accountability 19

SmartKarrot

SEPTEMBER 27, 2021

Role: Director of Customer Success (Nonprofit) Location: Remote, San Francisco, CA Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers. Build relationships and maintain the health of your accounts.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

ChurnZero

JUNE 28, 2019

In fact, this is one of the major differences between Customer Support and Customer Success. If you are a Tetris player or a Customer Success Manager (CSM), you know that small actions can have huge impacts and yield unexpected results. As a Customer Success professional, you should always be thinking one step ahead.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Strikedeck

AUGUST 4, 2021

Helena Young, VP of Customer Success at League Inc, discusses the difference between customer success (CS) versus account management (AM) in an interview with Vincent Manlapaz. Also, how CS helps businesses reframe their perspective on achieving customer growth and success.

Accountability 52

Accountability Management Customer advocacy SaaS 52

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. CCSM Level 1 focusing on engaging, managing, and retaining customers.

Best practices 22

Best practices SaaS Accountability Education 22

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. With so many priorities being juggled by the CSM team, time management and prioritization are key. I always try to follow a variation 5-minute rule.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy. Anika Zubair.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . CS and Product work lockstep to meet customer needs and wants. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80