ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics Feedback SaaS 64

ClientSuccess

FEBRUARY 8, 2023

Customer engagement : if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

DECEMBER 21, 2021

Customer engagement: if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Average number of engaged contacts: every customer account has a handful of key contacts or stakeholders driving your project on their side. eBook: ClientSuccess Ultimate Guide to Metrics.

Metrics 100

Metrics Upselling B2B SaaS 100

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. Here’s the comparison: Control.

Marketing 109

Marketing SaaS Sales Surveys 109

ClientSuccess

DECEMBER 20, 2018

The base + variable option is typically more beneficial to growth-based customer teams because it embraces accountability and rewards hitting clear targets such as growth, renewals, and account expansion. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Renewal Rate (Gross and Net).

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

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

ClientSuccess

JANUARY 8, 2019

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. When it comes to determining the health of a customer account, product usage is one key leading indicator. are Declining.

Metrics 58

Metrics Accountability SaaS Surveys 58

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. Churn destroys SaaS business valuation.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ClientSuccess

MARCH 8, 2018

When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. These conversations should include data driven feedback that helps product determine impact and priority of the feedback. Take Customer Feedback Seriously.

Best practices 40

Best practices Feedback Upselling SaaS 40

Nicereply

APRIL 30, 2020

Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. Listen and respond to negative feedback.

Sales 69

Sales Customer Service Upselling CRM 69

ChurnZero

OCTOBER 22, 2020

Integration with voice of the customer and account-based marketing platforms will help with these goals. The role of Customer Success in keeping SaaS companies alive is too substantial to wing it by relying on a homegrown solution that accounts for a fraction of an outsourced product’s functionality.

CRM 59

CRM Customer retention Technology Best practices 59

ClientSuccess

NOVEMBER 15, 2017

As soon as an account transfers from ‘prospect’ to ‘customer’, the lifecycle begins and the customer success team is responsible for providing an exceptional experience. Team members can now spend more 1:1 time with critical accounts and less time worry about turnkey processes and arrangements. Why Is It Important? Blog Posts.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ClientSuccess

OCTOBER 3, 2018

Out of these three categories the third one is arguably the most important but also the easiest to put off, because I am accountable only to myself to complete it. This taught me to always have a healthy skepticism for subjective narrative feedback that is not verified within the data. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 52

Best practices SaaS Metrics Accountability 52

ClientSuccess

AUGUST 29, 2018

Rather than blaming it on one of the many, many variables that might be out of my control as a CSM, here is a thought: Taking some accountability will change your mindset considerably. Don’t be afraid to ask for feedback. Ultimate Guide to SaaS Customer Success Metrics. Want to share your mentor advice?

Best practices 42

Best practices B2B SaaS Feedback 42

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model.

SaaS 40

SaaS B2B Engineering Best practices 40

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. Here are other customer success resources that will help you excel in your role: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Example here. —.

Best practices 44

Best practices SaaS Employee engagement Metrics 44

ChurnZero

DECEMBER 20, 2019

SaaS companies at all stages will continue to increase investment in Revenue and CS Ops to drive the alignment that’s critical for maximizing customer lifetime value. Is it retention, expansion, advocacy, product feedback, or service delivery? Increase focus on ‘meh’ accounts. . Get your own free copy of this eBook.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

APRIL 13, 2017

Often times, B2B SaaS businesses have varying levels of service offerings and usually operate on a fee-for-service model. Is information updated frequently based on customer feedback and product updates? Blog Posts: How to Build a SaaS Unicorn with Customer Success at the Core. What is Customer Success?

Customer Support 41

Customer Support SaaS Upselling B2B 41

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Implement a Customer Feedback Loop. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy.

Customer retention 52

Customer retention SaaS Education Feedback 52

ClientSuccess

JULY 23, 2019

As a SaaS company our customers are in the product every day so it’s important we’re connecting them with the team directly in charge of the product. Sure, we can share customer frustrations as they are provided to us but more importantly, we should be the team gathering feedback and data so we aren’t making decisions on assumptions.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ClientSuccess

AUGUST 27, 2019

Once this is understood, I’d recommend speaking with customers to collect feedback about what success actually looks like. CSMs must be resilient and not take feedback personally, especially when challenging customers might not be the nicest individuals to work with. Doing so regularly strengthens a CSMs position within that account.

Feedback 40

Feedback Sales Metrics SaaS 40

ClientSuccess

OCTOBER 22, 2019

CSMs must be resilient and not take feedback personally, especially when challenging customers might not be the nicest individuals to work with. Doing so regularly strengthens a CSMs position within that account. Ultimate Guide to SaaS Customer Success Metrics. A great CSM can find and develop relationships with these champions.

Management 41

Management Feedback Personalization SaaS 41

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. SaaS companies like Zoom, Netflix, and Slack offer a great product experience. The sales-led growth organizations don’t take customer success and other aspects into account. There has been a shift in how businesses work and run. Marketing-led Growth.

Sales 10

Sales Marketing SaaS Customer retention 10

ClientSuccess

OCTOBER 17, 2018

From there, you test, get feedback, and fine tune. The more you can do this, your processes and operations become more repeatable and scalable, and ultimately allow you to accurately forecast the health of an account based on your operations. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. Ask For Internal & External Feedback… And Use It. Ensure CSMs Are Aligned to Customers’ Goals & KPIs.

SaaS 40

SaaS Finance Feedback Metrics 40

ClientSuccess

OCTOBER 25, 2021

For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Some metrics to help measure customer sentiment include: CSP sentiment, including direct feedback about the partnership from the CSP.

Metrics 64

Metrics Upselling SaaS Education 64

ClientSuccess

AUGUST 10, 2022

This Customer Success Score should take into account multiple KPIs, including: Product and platform usage rates. User feedback and NPS. Customer sentiment and account health. eBook: Ultimate Guide to Customer Success Metrics. User adoption percentages. Customer contact engagement.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ClientSuccess

JULY 9, 2019

One of the first things we’ve worked on is shared responsibility across the company for our customer’s true success and creating accountability for each team. I’ve found that a person who has this tendency almost always pursues excellence despite setbacks, is resilient, and regularly seeks feedback.

Consulting 40

Consulting Consulting Coaching Metrics 40

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. eBook: Implementing Customer Success.

Upselling 52

Upselling Accountability SaaS Coaching 52

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. Monitoring long-term revenue trends: customer accounts can fluctuate, especially if there is uncertainty or instability in the market.

SaaS 64

SaaS Metrics Best practices Feedback 64

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. Software as a Service (SaaS) companies, for example, need to build monthly recurring revenue (MRR) to operate.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. In addition to providing a single source of truth for your organization, a customer success platform also helps streamline account metrics and KPIs.

SaaS 65

SaaS Metrics Accountability CRM 65

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. This is especially true when it comes to SaaS products and services. Another great sign of a healthy customer account is the willingness to talk to others about their experience with a vendor.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

ClientSuccess

MAY 8, 2017

And, like most industries, every single SaaS company is different. A SaaS-focused CSM will help a customer get implemented or activated on their new platform or product, train individual departments to ensure long-term success, and then work with them through any immediate issues that arise. Engagement. Satisfaction (CSAT).

Upselling 42

Upselling SaaS Metrics Accountability 42

ClientSuccess

SEPTEMBER 24, 2019

Product, for example, might present the product roadmap to customers and in return customer success will help beta customers understand the new features as well as set up customer interviews for the product team to gather feedback. Even as a frontline CSM, I would encourage regular feedback sessions with sales.

Engineering 40

Engineering SaaS Sales Best practices 40

ChurnZero

OCTOBER 26, 2018

Casey: I think it’s tricky to do in practice because some Sales reps are going to sell more than others and then next thing you know you have a Customer Success rep with 12 accounts versus the Customer Success rep with 35 accounts. Then, you have a little bit clearer of a picture of success. Abby: I’m going to say yes.

Sales 56

Sales Upselling Accountability Best practices 56