Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training.

Best practices 126

Best practices Management SaaS Metrics 126

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Optimize customer onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. We will be discussing all Net Revenue Retention in this blog. What is Net Revenue Retention? If you are a SaaS business, churn is your devil with the pitchfork. Customers are unsteady, they sometimes run off to your competitors.

Upselling 52

Upselling SaaS Metrics Accountability 52

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

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

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. Figure out the upselling opportunities and act upon customer retention. How to Become a Client Success Manager?

Management 52

Management Customer retention SaaS Customer advocacy 52

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

ChurnZero

JUNE 14, 2023

For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” Empower customer success to champion your customers inside your company.

Finance 52

Finance Surveys Sales Customer centricity 52

SmartKarrot

JANUARY 20, 2021

Unlike traditional business models, SaaS has seen the rise of new kinds of metrics that help measure the pulse of this business. These metrics include Annual Recurring Revenue (ARR), Customer Lifetime Value (CLV), Customer Acquisition Cost (CAC) and Churn. Customer retention is one of the primary goals for a SaaS business.

Customer retention 11

Customer retention SaaS Education Customer centricity 11

CSM Practice

DECEMBER 19, 2021

A Customer Success tech stack is a bundle of software solutions that address customer needs. . A CS tech stack that is not customer-centric loses usability gradually. A stack of well-integrated software is developed to guide customers to success. Usually, the SaaS business growth is categorized into 3 phases: .

CRM 98

CRM Brand ambassadors Best practices SaaS 98

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. Why Customer Retention Matters. The digitization of business has made customer retention the lifeblood of the Software-as-a-Service industry.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

SmartKarrot

APRIL 5, 2022

SaaS companies undergo a dynamic learning process. Though every SaaS founder is in the game to solve certain problems, they might make some mistakes along the way. However, it is tough to make the cut, and hence many SaaS startups fail due to bad strategy, planning, and miscommunication. Lack of understanding of the SaaS Model.

SaaS 11

SaaS Feedback Metrics Upselling 11

SmartKarrot

OCTOBER 6, 2022

The key responsibility of an account manager is to retain customers and work as an intermediary for the organization’s sales team. They are responsible for growing the company’s revenue by empowering its relations with an existing customer. Who is an Account Manager? Activities of a SaaS Account Manager.

Accountability 10

Accountability Management SaaS CRM 10

SmartKarrot

NOVEMBER 24, 2021

It would help if you shifted your attention from being product-centric to customer-centric. . Customer-centricity is the key to comprehending where your customers are heading and how you can meet your customers at different journey points whenever required? . The concept of customer-centric thinking.

Customer centricity 10

Customer centricity Education Customer retention Upselling 10

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

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. GM & SVP, Global Customer Success - CA Technologies.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

SEPTEMBER 24, 2021

Because Implementation can either drive or diminish the future value of your Customer Success software. Putting in the upfront work during this pivotal phase pays dividends down the road in the forms of higher product adoption, user satisfaction, and customer retention. Customer Success Around the Web.

Customer centricity 98

Customer centricity SaaS CRM Customer retention 98

Satrix Solutions

FEBRUARY 12, 2020

For example, in B2B, there are numerous “moments of truth” which provide a company with many opportunities to delight or frustrate customers. And there are also various contact roles across customer accounts. The right people are empowered to get things done that will improve customer retention and advocacy.

B2B 78

B2B Feedback Consulting Consulting 78

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

SmartKarrot

SEPTEMBER 18, 2020

In B2B SaaS or any other business per se, the competitive advantage is an attribute that allows a company to outperform its competitors. However, customer success is proving out to be one of the main for the B2B SaaS business model. Based on the customer’s feedback, you start refining your product in a more strategic way.

B2B 14

B2B SaaS Customer centricity Sales 14

Education Services Group

JULY 5, 2022

Standing there with a sack of beans, hoping to get some guidance about where to even begin to make Customer Success viable in their organization. Customer centricity needs to be a cross-departmental philosophy. So, why is true Customer Success so difficult to achieve in practice? CS in the non-SaaS space is growing.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

JustCall

APRIL 5, 2023

What is customer success software, and why use it? Customer Onboarding The process of customer onboarding is carried out to make new users comfortable with the product. As a part of this process, the customer success manager: Organizes welcome emails Sets up their account Resolves queries, etc.

Management 52

Management CRM Analytics Customer retention 52

Totango

NOVEMBER 5, 2021

If you think of it in terms of building a house: that team designs the house; I’m the general contractor so my team and I help build the house, and then the CSMs are the ones who are actually living in the house and managing the relationships with the customers. Sometimes there are several contacts associated with an account.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

CustomerSuccessBox

SEPTEMBER 15, 2021

Customer success isn’t that complicated. In simple words, SaaS customer success expert Lincoln Murphy says, Customer success is simply ensuring that your customers achieve their Desired Outcome through their interactions with your company. Suggested Read: ROI of implementing Customer Success.

outsourcing 52

outsourcing B2B SaaS Feedback 52

CSM Practice

JUNE 19, 2019

At CSM Practice, we have empowered a number of high growth organizations at this strategic stage by improving their scalability while increasing their lower customer segment satisfaction using a customer-centric approach. Customer Success Training Plan. Training as an On Going Strategy.

Education 67

Education SaaS Feedback Accountability 67

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. 4) Customer Experience Evaluation. Value Creation for Service Companies.

Accountability 45

Accountability Consulting Consulting Upselling 45

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. In this blog, we’ll learn how.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

APRIL 19, 2019

new billing address, new accounts payable contact)? From this call you find out that your customer’s company was acquired because the purchasing company was looking to diversify their own product offerings. You also outline opportunities for future success moving forward, especially given the new found room for account expansion.

Customer centricity 45

Customer centricity Accountability SaaS Customer retention 45

ProProfs Blog

NOVEMBER 9, 2021

Being in the pursuit of offering the best customer experience, you’ll eventually end up having the highest levels of customer satisfaction, which will act as the key differentiator between you and your competitors. It promotes customer retention and loyalty. Step 2: Taking Performance Indicators into Account .

Surveys 146

Surveys Feedback Metrics Customer retention 146

ChurnZero

APRIL 5, 2019

Often times , they are teetering on the edge of renewal or cancellation and may end up as a churn ed account. It is important for Customer Success teams to adopt a S ales team mentality in this respect. As long as you’re going a good job, retention is not as much of a concern with new er clients. Tips brought to you by:?

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

Totango

NOVEMBER 5, 2021

If you think of it in terms of building a house: that team designs the house; I’m the general contractor so my team and I help build the house, and then the CSMs are the ones who are actually living in the house and managing the relationships with the customers. Sometimes there are several contacts associated with an account.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

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

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Persuasion Skills. Initiative.

Management 90

Management Upselling Coaching Best practices 90

ChurnZero

JULY 29, 2022

But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

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. Customer Success will grow businesses. Brian Hoffman , Account Executive, ChurnZero.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52