ClientSuccess

JULY 20, 2021

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. The past year has highlighted precisely how critical current customers are to the success of SaaS organizations, thanks in large part to net retention rates. Net retention rates encompass all changes to your customer accounts.

SaaS 69

SaaS Customer retention Upselling Accountability 69

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation. Key Account Management Versus Customer Success. Relevant Industries. Revenue Generation Methods.

Accountability 40

Accountability Management B2C Upselling 40

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

ChurnZero

OCTOBER 26, 2021

Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. For SaaS customer segmentation , a company’s Annual Recurring Revenue (ARR) value can be an important identifier.

SaaS 96

SaaS Revenue potential Upselling Accountability 96

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. However, most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. Expansion Selling Strategy Framework. Qualitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ClientSuccess

NOVEMBER 9, 2022

For many in the SaaS world, operations roles are not a new concept. Here are three considerations to take into account when it comes to investing in customer success operations: 1. Data is the driving force of any successful operations strategy. . The foundational pillar of any successful operations strategy is data.

SaaS 68

SaaS Metrics CRM Sales 68

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before.

SaaS 81

SaaS Accountability Metrics Sales 81

ClientSuccess

OCTOBER 5, 2021

While gathering data after a strategy has been implemented is a great way to tell if an initiative worked, customer success teams can also gain a predictive advantage into long-term customer success with leading indicators. By tracking these leading indicators, your team can more accurately identify accounts that may have red flags (i.e.,

Metrics 72

Metrics SaaS Accountability Sales 72

ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning.

SaaS 59

SaaS Accountability Management Sales 59

ClientSuccess

MARCH 8, 2022

But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. Building a customer lifecycle strategy . eBook: 3 Steps To Putting Your Customer First This Year. Ready to get started?

Upselling 75

Upselling SaaS Sales Metrics 75

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Download this eBook to learn how to crust your SaaS Customer Onboarding.

SaaS 52

SaaS Customer retention Surveys Consulting 52

ClientSuccess

MAY 14, 2019

One of our primary roles is to ensure we’re providing enough value to each account so they have the necessary training and resources needed in order to make our product “sticky”. We often do this by strategically seeking to understand each one of our accounts needs and goals to help them achieve their success criteria or desired outcomes.

Accountability 45

Accountability SaaS Metrics Education 45

ClientSuccess

NOVEMBER 29, 2022

For customer success managers in the SaaS industry, it’s never been harder to stay ahead of the competition. Customer success managers hold the key to customer account growth and trust. eBook: Customer Success as a Culture: Customer Success Leaders Edition. Problem-Solving and Resolution. Data Integration.

SaaS 52

SaaS Accountability Management Customer Experience 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Upselling 52

Upselling Accountability SaaS Metrics 52

ClientSuccess

FEBRUARY 8, 2023

Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side. Billing delinquency : unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ClientSuccess

SEPTEMBER 22, 2021

Often, a customer’s life in a SaaS vendor organization can start to seem like a series of checkpoints, each leading to the next step in the project. While having great, well-planned, and well-executed customer check-ins is crucial for any successful customer success strategy, it’s only the first part.

SaaS 64

SaaS Accountability Marketing Sales 64

ChurnZero

OCTOBER 26, 2021

Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. For SaaS customer segmentation , a company’s Annual Recurring Revenue (ARR) value can be an important identifier.

SaaS 52

SaaS Revenue potential Upselling Accountability 52

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. a necessity.

SaaS 74

SaaS Finance Metrics Upselling 74

ClientSuccess

MARCH 23, 2021

For most CSMs – and SaaS organizations in general – the work from home era is officially here, and has been for a while. If a new team member joins the account team, always have them introduce themselves to the customer with their video on. eBook: Customer Success as a Culture: Marketing Leaders Edition .

SaaS 65

SaaS Personalization Accountability Sales 65

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. . Udemy Customer Success Courses.

SaaS 98

SaaS Personalization Accountability Education 98

ClientSuccess

APRIL 13, 2021

At the most basic level, businesses partner with SaaS vendors to solve a problem. Bring new ideas, strategies, and features to your executive contacts and let them know you are working as an asset of their strategic team. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives.

Upselling 52

Upselling SaaS Best practices Accountability 52

TeamSupport

JULY 27, 2020

Based on our eBook, B2B Customer Support: From Discovery to Onboarding and Beyond , once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. You’ve determined that e-mails and spreadsheets are no way to manage support interactions.

B2B 64

B2B Customer Support SaaS Accountability 64

ChurnZero

DECEMBER 27, 2019

6 Customer Retention Strategies That Kee p Customers Coming Back . But earning customer loyalty is only hard when you don’t have a n ongoing strategy to nurture your user s into brand advocates. 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . SIIA CoDiE Award Finalist .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ChurnZero

FEBRUARY 7, 2020

It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. These are the questions that can onset an existential career crisis. 6 in the U.S. #2

SaaS 64

SaaS Transportation B2C Customer retention 64

ClientSuccess

OCTOBER 22, 2019

Because they spend so much time in the product, advocates often start to dictate the strategy of the product lifecycle. . 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. .

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

SmartKarrot

FEBRUARY 16, 2022

Software as a service or SaaS has been growing as a leading software distribution model. The world of SaaS has simplified software creation and distribution making access easier than before. Leveraging the power of cloud technology, SaaS has re-engineered the way we look at modern technology and software. Aaron Levie.

SaaS 10

SaaS Finance B2B Marketing 10

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

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Customer Success will shift from product- to customer-focused strategies. Brian Hoffman , Account Executive, ChurnZero. The next step is scalability, and with that comes your digital strategy.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Here are three ways SaaS companies can address customer churn: 1.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

Comm100

APRIL 27, 2020

Take a look at the following scenario: Gabriella is having a hard time understanding a particular feature in a SaaS company’s extensive product suite. You can then route VIP customers to their dedicated account manager, angry customers to an agent who is familiar with their issue, and so on. Region or Language. Download Now.

Automotive 59

Automotive CRM Upselling Customer centricity 59

ClientSuccess

APRIL 27, 2017

Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics. “ The Ultimate Guide to Customer Success SaaS Metrics ” helps answer the following questions: Have you ever wondered what are the most popular and effective customer success metrics? We held the webinar on Tuesday, May 16, 2017, to go over the results.

Metrics 41

Metrics SaaS Best practices Accountability 41

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. The best customer success managers have learned these two skills and use them daily to drive success with customer accounts. The end result of this skill is trust and customer account growth. Expectation Setting.

Management 58

Management SaaS Coaching Accountability 58

ChurnZero

MARCH 11, 2020

From these discussions, we were able to gain incredible insights into the root causes of customer churn that informed our strategy from marketing and sales through product and service delivery. However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques.

Journey mapping 52

Journey mapping Finance SaaS Consulting 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

ClientSuccess

FEBRUARY 13, 2019

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. With such a huge responsibility on their shoulders, CSMs need to be prepared to approach customer accounts with this growth-focused mindset.

Upselling 54

Upselling Accountability Customer centricity SaaS 54