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. Plan, analyze, and understand your customer lifecycle.

SaaS 87

SaaS Upselling Best practices Customer retention 87

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

SmartKarrot

JANUARY 25, 2022

Net Revenue Retention is a metric that indicates the stickiness of a SaaS product to its customers. It also assists as a parameter for the customer success teams to take a step towards retention, upsell or even cross-sell. . So, how does the customer success team increase the NRR accountability?

SaaS 19

SaaS Upselling Accountability Engineering 19

Solvvy

JUNE 22, 2022

Customer service and customer support specialists often have a heavy workload, whether they’re taking calls or answering emails. 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.

Chatbots 119

Chatbots Banking Self service Finance 119

ClientSuccess

MARCH 30, 2020

In what seemed to be an overnight development, the entire SaaS industry (along with basically every other industry) was forced out of their offices and into remote work. Deliver a Consistent Customer Experience. This is no different in SaaS. Enable Customer Transparency . REQUEST PRODUCT DEMO.

SaaS 52

SaaS Best practices Accountability Customer Experience 52

CustomerSuccessBox

DECEMBER 24, 2021

For B2B SaaS companies, user adoption is one of the most important elements of sustainable growth. The time to first value or core value of the product was found to be the most important metric for SaaS growth. It is simple, acquiring customers is five times more expensive than keeping an existing one.

SaaS 52

SaaS B2B Upselling Metrics 52

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

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

SmartKarrot

SEPTEMBER 12, 2022

Every company hires an account manager, especially in SaaS. The account manager is one who needs to be responsible for the everyday management of the customer’s account and business with the company. Since we know an account manager is a vital role, how relevant and important is the role in 2023?

Accountability 10

Accountability Management SaaS Upselling 10

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. A satisfying post-sales experience sets the stage for subscription renewals and referrals, laying a foundation for additional sales.

SaaS 66

SaaS Best practices Upselling Education 66

SmartKarrot

OCTOBER 20, 2020

With the evolution of product-based SaaS companies, customer success has taken an upsurge as a new business function. When it comes to the difference between customer success manager vs account manager, most of the companies mistake account manager as a traditional form of CSM. They make customer’s goal their own.

Accountability 10

Accountability Management SaaS Upselling 10

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. And with customer success metrics, you can measure whether your efforts are working. Business Metrics.

Metrics 73

Metrics Upselling Accountability Enterprise 73

SmartKarrot

OCTOBER 7, 2020

The thriving SaaS industry has its own share of vulnerabilities and perks. Hence, the dynamic nature of SaaS has taken two routes, namely vertical SaaS vs horizontal SaaS. . A recent press release states that the SaaS business is expected to bounce to approximately $60 billion by the year 2023.

SaaS 10

SaaS CRM Construction outsourcing 10

ClientSuccess

OCTOBER 22, 2019

It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. . The growth of customer advocacy has been a boon for customer success teams for a few reasons. Don’t skimp on account planning.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

SmartKarrot

JUNE 11, 2020

An account management software is basically a customer relationship management (CRM) that’s fast gaining popularity as the tool that helps big and small businesses organize their sales by dividing them sector-wise. And customer care was more about assuaging egos. Which is where account management software tools come into play.

Accountability 10

Accountability Management CRM SaaS 10

SmartKarrot

DECEMBER 28, 2021

SaaS sign-up flow is the first thing your prospective customers will experience when they interact with your product. Since first impressions are the last impression, making your SaaS sign-up flow as frictionless as possible makes sense. Before that, let us start with the definition of SaaS sign-up flow. .

SaaS 10

SaaS Upselling B2C Best practices 10

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data. .

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before.

Management 58

Management SaaS Coaching Accountability 58

Totango

MARCH 24, 2020

The digital transformation of business has encouraged customers to seek personalized, on-demand services and products built for their needs. 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.

B2B 59

B2B Management Upselling SaaS 59

SmartKarrot

JULY 4, 2022

Your customers are truly the most important stakeholders in the SaaS company. Every SaaS business needs to know why its customers are churning. This is why SaaS customer churn analysis is important. What is Customer Churn Analysis? For example- the company loses 5% of its customers half-yearly.

SaaS 10

SaaS Upselling B2B Metrics 10

CustomerSuccessBox

MARCH 25, 2022

It is the cost spent on retaining the existing customers to continue to make repeat purchases. Here they are; Customer Marketing Professional Services Customer Engagement Customer Adoption Account Management Customer Training Customer Success Teams Technologies. The statistics.

Customer retention 52

Customer retention Metrics Sales Customer centricity 52

SmartKarrot

DECEMBER 1, 2021

Top 6 SaaS business intelligence platforms. Getting started is quite easy; a Google account is all that is required. It uses customer success , customer experience, and product experience in an effective manner to help retain revenue and drive account expansion using a comprehensive suite of customer success tools.

SaaS 10

SaaS Analytics Enterprise Accountability 10

SmartKarrot

SEPTEMBER 24, 2020

To understand the SaaS business growth, let’s take a quick look at the SaaS history through this analogy. After the construction, the builder sells the apartment to different customers. But with the advancement of SaaS, the growth model has changed drastically. Now, the customers will never own the apartments.

SaaS 10

SaaS Customer retention Construction Accountability 10

Totango

JANUARY 10, 2019

Since your enterprise runs in a digital world that centers around customers, you need a platform that can help you adopt and operationalize customer centricity across every level of your organization. You’re an expert at providing the quality SaaS and subscription products your customers love. Image courtesy shutter2u.

Enterprise 63

Enterprise SaaS CRM Upselling 63

SmartKarrot

SEPTEMBER 27, 2022

Another goal of customer success teams is to drive more personalized and contextualized engagements as per customer segments. This can happen when customer success playbooks are tweaked to take cognizance of enterprise customers. Top 5 Reasons why Enterprise Customer Success is Different.

Enterprise 10

Enterprise Accountability Management Revenue potential 10

ClientSuccess

OCTOBER 5, 2017

Customer success is an ever-changing role. Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. It’s important, however, to understand how new trends impact the day-to-day tasks of customer success professionals. Remote Experience. Increase in Competition.

SaaS 41

SaaS Best practices Accountability Technology 41

JustCall

APRIL 12, 2023

Customer experience is more important than ever before for companies to gain an edge in today’s highly competitive business landscape. As JustCall offers up to 25% savings over Aircall, it clearly scores across all plans and payment modes.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Doing so makes sure every team is embracing a customer-centric approach. Onboarding.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

ClientSuccess

JUNE 20, 2017

While, of course, it’s fundamental to deliver on the previously mentioned KPIs, it’s also important to not lose sight of the overall customer experience. Customers know that there are multiple vendors out there who can deliver similar solutions for relatively same costs. You’ve entered into relationships with bad fit customers.

SaaS 40

SaaS Accountability Upselling Metrics 40

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data. .

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

SmartKarrot

JUNE 29, 2022

Enterprise customer experience is not just another buzzword. It represents a crucial customer journey for enterprises, now more than ever. What is Enterprise Customer Experience? How can you ensure a positive enterprise customer experience that enhances productivity and innovation? contact-form-7].

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. Aircall is committed to superior customer experience. The current benchmark is set for 96% customer satisfaction, but they regularly surpass this number. A Category Breakdown. User Reviews: 17/ 20.

call center software 59

call center software Call Center First call resolution Technical Support 59

Totango

JANUARY 24, 2019

The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. No longer can we be content with a traditional account management relationship that consists of monthly calls and simple questions of, “Is everything okay?”.

Upselling 54

Upselling Best practices Accountability SaaS 54

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. Use Data for Personalization.

Education 52

Education Customer retention Sales B2B 52

Totango

JANUARY 26, 2021

Retention rate represents how many of the same group of customers you kept over the same time frame. In other words, the number of customers who didn’t churn is the number of customers you retained. These are just a few examples of issues which can contribute to customer churn. Dissatisfying User Experience.

Customer retention 89

Customer retention Sales Marketing Big data 89

SmartKarrot

NOVEMBER 25, 2020

Keeping the same context in mind, let’s look at some ways through which you can generate leads and acquire the first 100 customers for your SaaS business. #1 The best way to know if your product is worth buying for a customer is through your existing network. 1 Start with your network. and start acquiring fans.

SaaS 11

SaaS B2B Marketing Feedback 11