CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. This means constantly nurturing and educating the customer, fitting your business approach to their specific needs. And with customer success metrics, you can measure whether your efforts are working. Business Metrics.

Metrics 72

Metrics Upselling Accountability Enterprise 72

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer. Apoorva Jaswal , Technical Account Manager, Branch.

SaaS 66

SaaS B2B Education Metrics 66

Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Customer Success and Account Management Serve Different Purposes. The main purpose of an Account Manager is twofold. In general, Account Managers are in a sort of “standby” position.

Accountability 59

Accountability Management Upselling Sales 59

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

SaaS 71

SaaS industry standards Upselling Education 71

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. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

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. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Totango

APRIL 16, 2019

That’s why customer success teams need to continually educate customers about useful features and demonstrate the product’s value long after onboarding. If your routine adoption rates are low, it could mean that some of your features are difficult to use and you may need to offer more customer education.

Enterprise 74

Enterprise SaaS Social media contact Education 74

ChurnZero

SEPTEMBER 8, 2021

Join Cloud and SaaS Founders, VC and Execs, in-person, once again in the SF Bay Area! The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. This educational and networking event will be held on October 6-7 in Washington DC.

Personalization 95

Personalization SaaS Upselling B2B 95

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Benefits of having a Customer Success Software for your SaaS business-.

Upselling 52

Upselling SaaS CRM Multi-channel support 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

CustomerSuccessBox

JULY 5, 2021

The SaaS Metric Average Revenue Per Account (ARPA) is the revenue generated per account, generally calculated on a monthly, quarterly, or yearly basis. That is where we want to put together a different flavor of onboarding, if it’s onboarding a different flavor of education; it has to be done wisely and efficiently.

Education 59

Education SaaS Accountability Technology 59

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Totango offers customer success software that helps you gather key metrics and customer insights.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

CSM Practice

JANUARY 13, 2021

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. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98

Education Services Group

JULY 20, 2021

Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education. Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

CSM Practice

DECEMBER 19, 2021

Usually, the SaaS business growth is categorized into 3 phases: . Irrespective of your selection, the technology should help you measure the metrics that matter the most like: Net Retention Rate . 360-degree Account health. Community/Education/Learning tech tool. Which stage of growth are you currently in? Onboarding.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

CustomerSuccessBox

APRIL 18, 2022

Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. It is no denial of the fact that, in the SaaS world, retention, expansion, and advocacy are the primary sources of revenue growth. This requires proactive, fast, and educational outreach.

SaaS 52

SaaS Education Upselling Best practices 52

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Assigning account managers. Activating accounts. What Is the Client Onboarding Process?

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

SaaS 52

SaaS Upselling Education Customer retention 52

ChurnZero

NOVEMBER 27, 2019

This along with p roper education, planning and an openness to adjust y our approach are important tools for break ing down barriers to monetization. . Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . As she explained: . Being an effective agent of change is a must.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

CustomerSuccessBox

FEBRUARY 28, 2022

This is a customer engagement model which helps SaaS businesses drive growth. Reviewing the KPIs and metrics is the best method to see how well you’re doing in each phase of your customer relationship. SaaS firms interested in using the LAER model, to track customer success, should first learn about each phase.

Upselling 52

Upselling Customer advocacy SaaS Education 52

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

SEPTEMBER 8, 2021

Join Cloud and SaaS Founders, VC and Execs, in-person, once again in the SF Bay Area! The 7 th SaaStr Annual is the largest non-vendor confab in the world, uniting the global B2B SaaS community both online and off. This educational and networking event will be held on October 6-7 in Washington DC.

Personalization 52

Personalization SaaS Upselling B2B 52

Amity

SEPTEMBER 25, 2017

I started early on in a blue-collar, manufacturing background doing account management and account services. I then lived in Mexico for a year and did some account management there, which I continued to do when I returned to Michigan. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. What are your metrics? What are your goals?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Nicereply

DECEMBER 7, 2022

You might arrange an orientation or cultural training session to educate them about the company’s background, values, and how they are integrated into daily operations. Net promoter score – A metric that measures how loyal, satisfied, and interested customers are in a company.

SaaS 52

SaaS Morale Feedback Accountability 52

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Coach to SaaS founders, Chief instigator at DanMartell.com. And they did. In October.

Sales 129

Sales SaaS CRM B2B 129

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. This metric provides at-a-glance insight into a customer’s likelihood to renew. Product Adoption.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

CustomerSuccessBox

MARCH 25, 2022

They both are of equal significance and when the matter is to retain your loyal customers to have repeat business with you, this metric needs a bit of attention as well. Here they are; Customer Marketing Professional Services Customer Engagement Customer Adoption Account Management Customer Training Customer Success Teams Technologies.

Customer retention 52

Customer retention Metrics Sales Customer centricity 52

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. to regions such as Australia, Europe, Brazil, China and now Canada.

SaaS 84

SaaS Consulting Consulting Coaching 84

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? Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 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. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Look at Sales. Look at Onboarding.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

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