ClientSuccess

AUGUST 5, 2019

While every customer account is different and has different goals, it is possible to bucket certain questions to create a general outline for customer success management. Most SaaS customers just want to get up and running on a platform as fast as possible and know how to use the product effectively enough to be successful.

SaaS 58

SaaS Accountability Best practices Personalization 58

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. Decision-making is a skill that CSMs can practice by being assigned responsibility and tasked with accountability for results. Evaluate Customer Success Skills through Exercises. Initiative.

Management 91

Management Upselling Coaching Best practices 91

SmartKarrot

NOVEMBER 19, 2020

But for a SaaS revenue forecast, you have to take many factors into account. There are many revenue streams that exist in a SaaS business. Hence, in a nutshell, the SaaS revenue forecast needs many parameters to be taken into account. What is SaaS revenue forecast? Best Practices for SaaS revenue forecast.

Best practices 10

Best practices SaaS Sales Marketing 10

ChurnZero

JULY 16, 2021

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. It’s an important exercise for anyone who’s sending any kind of messaging to your customers, whether they’re Customer Success or not.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

Andrew Mcfarland

SEPTEMBER 23, 2022

As an Account Executive (AE), you’ll work to connect qualified leads with account executives. However, you must understand SaaS to excel at this position. An Account Executive must measure pipeline revenue, velocity, and close rates. This is a high-paying job that does not require prior sales experience.

Sales 48

Sales Outbound sales Inbound sales Accountability 48

ChurnZero

SEPTEMBER 14, 2021

To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Hear arguments from both sides of the aisle in our great SaaS debate. . Customer Success Around the Web.

Sales 94

Sales Upselling Morale SaaS 94

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. This health score accounts for an overall higher volume of product usage, but less usage related to initial configuration and early-stage tweaking.

Metrics 96

Metrics SaaS Accountability Sales 96

Amity

MAY 10, 2018

If I have a Gmail account, isn’t success sending and receiving emails? Maybe I chose Gmail because it was a light SaaS platform, or I have an Android phone, or because it's free vs. other options? Customer Success Plans can indeed be an exhaustive exercise but it's the recipe for a long, meaningful relationship.

SaaS 95

SaaS Education Accountability Personalization 95

Totango

SEPTEMBER 24, 2020

The SaaS and subscription markets have many choices available, and low overheads and customizable conditions make switching between business solutions effortless. Maximize each employee’s unique potential to create value for your customers by automating account assignments. The Importance of Creating Value for Customers.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

CustomerSuccessBox

DECEMBER 13, 2021

She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success. Having a retrospective with a customer on the onboarding experience can be a great exercise too if the customer is willing.

Best practices 52

Best practices Consulting Consulting SaaS 52

Education Services Group

JULY 5, 2022

On the other end of the spectrum, there were the teams of folks from the startup or SaaS space, where CS isn’t just a buzzword and key stakeholders all know its value ( sounds like a dream, doesn’t it?!). CS in the non-SaaS space is growing. So, why is true Customer Success so difficult to achieve in practice?

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Amity

FEBRUARY 26, 2016

This week, I want to focus on how SaaS companies can allocate resources to support the customer journey. The best way to make this happen is through an account coverage model, which provides clarity about roles and responsibilities to support and drive the customer journey. Eliminate those unnecessary activities.

Accountability 56

Accountability SaaS Consulting Consulting 56

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

CustomerSuccessBox

JANUARY 24, 2019

The customer success department can improve your financials dramatically as the major revenue for a SaaS company comes from the existing customers. They are usually measured on metrics like Average Revenue Per Account (ARPA), LTV/CAC ratio, Churn rate etc. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

Education Services Group

OCTOBER 4, 2022

Like a SaaS text message company the ESG team recently worked with, whose engagement tiers are primarily based on product usage. It’s the bottoms-up counterpart that validates or invalidates the assumptions made in segmentation and the initial portion of your tiering exercise. They are brimming with unrealized potential.

Best practices 52

Best practices Finance Enterprise B2B 52

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.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

AWS Machine Learning

MARCH 21, 2023

For this exercise, the VIF threshold value is set to 1.2. Drop column The y_yes feature is the target column for this exercise, so we drop the y_no feature. Be aware that running a training job will incur additional costs on your account. Choose Preview. Choose + Add step. Choose Manage columns.

Scripts 62

Scripts Banking APIs Best practices 62

CSM Practice

SEPTEMBER 25, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. It should, at the very least, be done annually for a lower segment of accounts and quarterly for the more strategic accounts. To prevent churn, the CSM needs to be proactive to customer needs.

Accountability 65

Accountability Benchmark SaaS Surveys 65

ChurnZero

SEPTEMBER 16, 2021

To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Hear arguments from both sides of the aisle in our great SaaS debate. . Customer Success Around the Web.

Sales 52

Sales Upselling Morale SaaS 52

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Amity

JUNE 21, 2017

If I have a Gmail account, isn’t success sending and receiving emails? Maybe I chose Gmail because it was a light SaaS platform, or I have an Android phone, or because it's free vs. other options? Customer Success Plans can indeed be an exhaustive exercise but it's the recipe for a long, meaningful relationship.

SaaS 61

SaaS Education Accountability Personalization 61

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 Apart from establishing your social media identity, you can also use these accounts for doing market research. 1 Start with your network. and start acquiring fans.

SaaS 11

SaaS B2B Marketing Feedback 11

ChurnZero

FEBRUARY 26, 2021

Amanda cautions that when Customer Success owns the renewal some of the time, but not all of the time – like if an account has expansion, then an Account Executive owns it; but if it doesn’t, then a CSM owns it – the system breaks down and that’s when friction begins to materialize. Give Product thematic feedback, not anecdotes.

Management 59

Management Feedback Sales SaaS 59

Amity

APRIL 15, 2016

At first, your goals may be to simply get some exercise. Many customers who use SaaS products follow the same path. This is an opportunity for SaaS companies because it lets them “land & expand” customer accounts as customers use more of your product to support their evolving business and corresponding objectives.

SaaS 56

SaaS Benchmark Upselling Consulting 56

ClientSuccess

APRIL 18, 2018

Having well-documented customer lifecycle plans (ie onboarding, adoption / QBR / EBR, renewal, key sponsor turnover, at risk accounts, etc) is a solid way to set your customers up for greater long-term success. Because of the work you’ll put into a whiteboarding or outlining exercise, the areas you have control over will become more apparent.

Best practices 48

Best practices Accountability SaaS Metrics 48

Education Services Group

MAY 27, 2022

Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise. Customer Success Account Coverage Model. in ARR, while there are two accounts in the Tier 4 segment that are assigned a CSM, totaling $607k in ARR. The Metrics Matrix.

Metrics 52

Metrics Accountability Feedback SaaS 52

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. Traditions and processes are often different between different countries or regional areas, and these exercises can often fix or control issues before they become a problem.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Amity

SEPTEMBER 19, 2016

So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. There are three exercises that we conduct with all CSM candidates to get a true understanding of how they think. Things are going really well. Your customers really seem to love you, and why wouldn’t they?

Management 0

Management Construction Upselling SaaS 0

ChurnZero

FEBRUARY 16, 2023

I speak from personal experience, having spent nearly a decade in CSM and account management roles before leading a team of CSMs. Here’s a simple exercise to start. There’s a CSM mindset, especially in SaaS, where you see yourself as part of the product. For example, let’s say you miss a deadline.

Construction 52

Construction SaaS Feedback Personalization 52

ChurnZero

FEBRUARY 16, 2023

I speak from personal experience, having spent nearly a decade in CSM and account management roles before leading a team of CSMs. Here’s a simple exercise to start. There’s a CSM mindset, especially in SaaS, where you see yourself as part of the product. For example, let’s say you miss a deadline.

Construction 52

Construction SaaS Feedback Personalization 52

Amity

JANUARY 30, 2014

While many SaaS companies are shifting towards pooled and self-serve support, some will focus on generating a deep understanding of their customer’s business drivers, their unique definitions of success, and how they are using services. . Moving Beyond SaaS. – Leo Leung, Director, Technical Account Management, Nulogy.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ClientSuccess

FEBRUARY 26, 2019

I’ve been walking our clients through this exercise lately and it’s been quite eye opening for them to say the least. We’re not Account Managers (a vitally important role in Enterprise B2B business) where the allegiance aligns with growing the account. Ultimate Guide to SaaS Customer Success Metrics.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. It should, at the very least, be done annually for a lower segment of accounts and quarterly for the more strategic accounts. To prevent churn, the CSM needs to be proactive to customer needs.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

Freshcaller

AUGUST 21, 2018

In fact, this definition is endorsed by the Marketing Accountability Standards Board as the standard definition of customer satisfaction. It’s up to us to define what these satisfaction goals are and hence, they are going to vary from product to product or service to service, and both product and service if you are a SaaS company.

B2C 40

B2C Customer retention B2B Metrics 40

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. Why SaaS Customers Churn. Rapidly Onboarding.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

ClientSuccess

JULY 23, 2019

Each customer is different but by going through that exercise, we engage with customers at the right frequency for both the customer and the CSM. 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.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44