Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Totango

JUNE 3, 2022

Two of the biggest tasks for customer success managers is keeping customers engaged and generating feedback to ensure they are satisfied. An excellent opportunity to engage clients is inviting them to an event, such as a webinar or seminar. The webinar is available at [date, time]. Feedback Request Email Template.

Feedback 110

Feedback SaaS Surveys Accountability 110

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! You would never even imagine that a surgeon would do that, but that’s the way that we run our SaaS businesses. Watch the recording of this webinar to catch up on the full conversation!

Feedback 52

Feedback Sales SaaS Marketing 52

Kayako

FEBRUARY 4, 2016

They hand them off to sales, sales carefully handles the customer through their many segments and moves them into their first account. For SaaS companies, growth and reducing customer churn is vital for survival. Sign up for the webinar. Make sure you sign up to the webinar and find out how to never lose another customer.

SaaS 48

SaaS Accountability Feedback Sales 48

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

Accountability 42

Accountability Upselling SaaS Feedback 42

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

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) What is a CRM? Who owns it? Sales or Sales Operations. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

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. . Webinar: Why Continuous Onboarding is Critical for Your Business.

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. . Webinar: Why Continuous Onboarding is Critical for Your Business.

Best practices 64

Best practices Metrics Feedback SaaS 64

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 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

MAY 18, 2021

But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. . Webinar: Why You Need a Customer Advisory Board. Ready to learn more? Toolkit: Customer Journey Toolkit.

Customer centricity 65

Customer centricity SaaS Feedback Marketing 65

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Prioritize Escalations and Cherish Feedback. The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen. Create a free trial account to get started today.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. The SaaS Debate: Who Owns the Renewal and Upsell? 31 st Fastest Growing SaaS Company on SaaS Mag’s list.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

SEPTEMBER 14, 2021

As Bryan Neale, Founder of Blind Zebra , said in our webinar on selling for people who don’t love sales : “If you don’t want to come off as pushy, if you don’t love selling, you need to carry really strong intentions to be helpful to others.” . Check out our webinar on selling for people who don’t love sales. .

Sales 94

Sales Upselling Morale SaaS 94

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. Cheers, Reminder Invite to a Webinar. ” Webinars allow you to provide more value to your customers while also allowing for more possibilities for expansion revenue.

APIs 52

APIs Accountability SaaS Marketing 52

ChurnZero

JUNE 12, 2020

Who ensures the renewal process happens for all your accounts? Aspire Business Development breaks down McKewon’s point : “ When you’re not focused, strategic, and accountable for how you spend your time and efforts, the end result is going to be lots of wasted effort, false progress, frustration, and reduced success.”.

SaaS 80

SaaS Metrics Customer retention Analytics 80

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

Amity

DECEMBER 18, 2017

In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. This means that your client is not just yours alone but may be very busy talking to reps from other SaaS companies. For instance, a new office and team expansion give you an opportunity to grow the account.

SaaS 87

SaaS industry standards Accountability Feedback 87

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. So asking, “Hey product, what are you measuring?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What helped you build your customer journey map and what were the main factors you took into account? Sometimes there are several contacts associated with an account.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

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

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

ChurnZero

JULY 19, 2019

My organization’s product team has made some really big (and lots of really small) changes to our processes (and product, of course) as a result of Customer feedback. Implementation Specialist for SaaS Startup . ? . For most CSMs, one of the most dreaded situations is managing an account that just isn’t a good fit.

SaaS 56

SaaS B2B Sales Accountability 56

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

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What helped you build your customer journey map and what were the main factors you took into account? Sometimes there are several contacts associated with an account.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

ChurnZero

SEPTEMBER 16, 2021

As Bryan Neale, Founder of Blind Zebra , said in our webinar on selling for people who don’t love sales : “If you don’t want to come off as pushy, if you don’t love selling, you need to carry really strong intentions to be helpful to others.” . Check out our webinar on selling for people who don’t love sales. .

Sales 52

Sales Upselling Morale SaaS 52

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

CustomerSuccessBox

FEBRUARY 14, 2019

The customers that are retained help in bringing consistent monthly revenue for a SaaS company. Source: Maranda Ann Dziekonski’s presentation in the webinar “ How to start a career in Customer Success ”). Proactively provide feedback to the product team. Guide Sales on “right fit customers”. Facilitate renewals.

Management 67

Management Upselling SaaS Sales 67

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

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What helped you build your customer journey map and what were the main factors you took into account? Sometimes there are several contacts associated with an account.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Cisco - Contact Center

JANUARY 27, 2020

We’re doing a lot more than just providing our customers with an incredible AI-powered CEM platform that enables them to do a meaningful analysis of their customers’ feedback and journey experiences across their company. With Webex Experience Management this is now possible. Cloud-Powering our On-Premises Portfolio. What’s Next?

Contact Center 78

Contact Center contact center solutions Enterprise Cloud contact 78

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

JANUARY 16, 2019

Most of today's SaaS businesses already have a Customer Success department built in order to improve the experience provided to their customers and to help them achieve the desired outcomes. Webinars, blog posts, and events can help you build your advocates!

Customer centricity 66

Customer centricity SaaS Sales Marketing 66

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. We explored how to deal with a range of common anxiety-inducing situations, from overthinking “what if” churn scenarios to taking product feedback personally. It created a negative feedback loop.

Construction 52

Construction SaaS Feedback Personalization 52