Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries.

Accountability 40

Accountability Management B2C Upselling 40

ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. It helps articulate the health of a SaaS business.

SaaS 52

SaaS Metrics Customer retention Construction 52

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. Allen Cinzori , Managing Director, Software Equity Group.

SaaS 72

SaaS Metrics Surveys Customer retention 72

ChurnZero

OCTOBER 26, 2021

When you separate your customers into distinct groups, you can get an accurate assessment of your customers’ needs and how you can best meet them. It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. What Is Customer Segmentation ?

SaaS 96

SaaS Revenue potential Upselling Accountability 96

CustomerSuccessBox

MAY 6, 2021

For example- In the case of renewals, the account would automatically get enrolled in a renewal playbook, they’re supposed to make sure the playbook for the account gets completed in X days. If that doesn’t happen, you escalate to your manager and so on. The CSM for the account explains the plan . is completed.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Beyond Philosophy

DECEMBER 10, 2021

Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics Accountability SaaS 273

CustomerSuccessBox

APRIL 19, 2022

One of the key drivers for growth in the B2B SaaS industry is the customer success based business models. So, as an enterprise, you’d require an ‘ Enterprise Customer Success Management ‘ system in place! SaaS is the future. 6 Logical Factors involved in Enterprise Customer Success Management.

Enterprise 52

Enterprise Management B2B SaaS 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 93

Management Upselling Coaching Best practices 93

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

SaaS 59

SaaS Metrics Accountability industry standards 59

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. This means that brands who can make us feel like part of a group are more appealing than those that focus on individual success or existence,” writes smile.io

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Support CS managers with information and advice from the community. Gain Grow Retain is a free, open community for CS leaders from B2B SaaS companies.

Best practices 118

Best practices SaaS B2B Marketing 118

ChurnZero

NOVEMBER 18, 2021

As Rosabeth Kanter, a Harvard Business School professor who specializes in change management, puts it: “Change demands new learning.” To truly engage your customer-students, they must take ownership of their learning and be held accountable to its pursuance. Then, make it manageable. By prioritizing customer education.

Education 52

Education SaaS Real estate Self service 52

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

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? Challenges.

Management 52

Management Customer retention Upselling Accountability 52

CSM Practice

SEPTEMBER 28, 2020

In SaaS, renewals are a natural part of the customer journey. Either way, it is something all companies learn to manage as they scale. . The key to managing renewals is to start early on in the customer journey and remove any friction points along the way. . Scaling for us was landing and expanding within our existing accounts.

Management 52

Management Upselling Engineering SaaS 52

ChurnZero

OCTOBER 26, 2021

When you separate your customers into distinct groups, you can get an accurate assessment of your customers’ needs and how you can best meet them. It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. What Is customer segmentation ?

SaaS 52

SaaS Revenue potential Upselling Accountability 52

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? Manager of Growth Marketing, Sarah E. Or manually look up active accounts and reach out individually. Communicate your top advantages over your competitors on your pricing page. Here’s the comparison: Control.

Marketing 109

Marketing SaaS Sales Surveys 109

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. The term is borrowed from human resources management. Assigning account managers.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

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

ChurnZero

DECEMBER 15, 2020

Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. Criteria Corp started with Account Managers and was a largely reactive team. Criteria has always assigned a dedicated CSM to each account, regardless of customer size.

Accountability 98

Accountability B2B Customer centricity SaaS 98

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. For instance, customer success may be responsible for implementation, onboarding, and lifecycle management at some larger companies. At others, customer success specialists are accountable for managing churn and providing essential support.

Education 103

Education Accountability Benchmark Sales 103

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. are managed in some part by CSMs. Sales cycles can be long and fraught and deserve to be applauded. Higher returns in the long term.

Upselling 75

Upselling SaaS Sales Metrics 75

Totango

AUGUST 9, 2022

This lets B2B businesses customize their operations for groups of customers with common characteristics or personalize them for individual clients. Research and development : Market research segmentation lets you develop products and services geared toward the needs of specific groups within your customer base.

Best practices 102

Best practices B2B Journey mapping Upselling 102

Nicereply

JUNE 1, 2021

“As I have a history of working with SaaS companies, making an informed choice for one of the many SaaS solutions out there has been part of my job for a long time. Argeweb created a test account with the top 5 SaaS suppliers and began testing their capabilities. “We Company culture.

APIs 99

APIs SaaS Surveys Feedback 99

SmartKarrot

AUGUST 11, 2021

The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. However, at times, a SaaS customer is not happy with your product or service and may decide to unsubscribe, which is really disappointing. Fewer features in your SaaS product. Like what you are reading?

SaaS 19

SaaS Consulting Consulting Sales 19

CustomerSuccessBox

JULY 12, 2021

Customer Success Model refers to the process in which your organization approaches the management of the customer during their journey post-sales. Typically in SaaS, there are two models, Low touch and High touch. Here, the customer success manager is dedicated to helping high- touch customers achieve their goals. Similarity.

SaaS 52

SaaS B2B Customer retention Enterprise 52

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. This reduction in cash flow is likely to increase rates of SaaS customer churn. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue.

SaaS 94

SaaS Customer retention Best practices Telecommunications 94

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. Customer Success Slack Communities – Slack groups and other online Customer Success communities, like Gain Grow Retain , make it easy to find mentors in the space. Customer Success Podcasts.

SaaS 98

SaaS Personalization Accountability Education 98

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. Ask for feedback – and take this into account. . Stay organized. .

Best practices 65

Best practices Metrics Feedback SaaS 65

Totango

FEBRUARY 10, 2021

The stages in a customer journey map include: Lead acquisition: the steps by which a prospect becomes aware of your brand and enters your customer relationship management database (for example, seeing an ad that leads them to visit your site, read your blog and join your email list). This approach allows you to quantify customer success.

Customer retention 87

Customer retention Journey mapping Benchmark SaaS 87

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The Facebook Group also became one of AccuPoint’s more effective customer support tools.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ClientSuccess

MAY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. It also allows me to be accountable for my accounts at a deeper level than I perhaps do on a daily basis. Where are my priority accounts?

Management 51

Management Accountability Best practices SaaS 51

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. Ask for feedback – and take this into account. . Stay organized. .

Best practices 64

Best practices Metrics Feedback SaaS 64

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

CSM Practice

DECEMBER 19, 2021

A technology stack is usually referred to as a group of systems and technologies that offer solutions to most of the problems faced by firms. Usually, the SaaS business growth is categorized into 3 phases: . Managing their needs, dedicated CSMs, CRM platform, CS platform, Support tool, Billing platform, community, etc. .

CRM 98

CRM Brand ambassadors Best practices SaaS 98

ClientSuccess

NOVEMBER 7, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Sam Feil , Customer Success Manager. An Adoption Change Management Customer Success Story. Company : ClientSuccess. So I went to work.

Management 51

Management Best practices SaaS Metrics 51