ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 98

Metrics SaaS Surveys Self service 98

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. Why are you doing the training?

Sales 52

Sales Coaching Accountability Personalization 52

CustomerSuccessBox

AUGUST 8, 2019

If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. In particular, customer success matters a great deal. Let’s take a look at the purpose of customer success for SaaS businesses. Assign a Market Resource for Customer Success.

SaaS 56

SaaS Sales Consulting Consulting 56

CrazyCall

MAY 20, 2019

Especially when you’re working in sales. To help you stay on the front of the race we’ve compiled a list of 97 super-effective sales tips that will help you take your sales skill to the next level. These are sales tips used by top sales gurus who know all the tricks. Sales Tips from Top Sales Gurus.

Sales 123

Sales Coaching Scripts Education 123

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

SaaS 106

SaaS Management CRM Sales 106

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Why are Sales to CS handoffs a tricky stage?

Sales 52

Sales Engineering Upselling Customer retention 52

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 52

Metrics SaaS Surveys Self service 52

CrazyCall

APRIL 9, 2019

There are dozens of hundreds of rankings devoted to sales influencers and experts across different industries and the world in general (we’ve also published one ). We’ve decided to remedy the situation and created a list of 18 saleswomen who in our view play an essential role in the world of sales. Tiffani Bova. Tiffani Bova.

Sales 133

Sales Consulting Consulting Coaching 133

Education Services Group

MAY 6, 2021

. #1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Accountability 92

Accountability Construction SaaS Sales 92

CrazyCall

NOVEMBER 22, 2018

And sales tips are no different. Once you type your question on how to become better in sales in Search, you’ll get 101 sales advice in return. In this respect we’ve decided to launch our blog series putting together the interviews with top sales experts that are actually making an impact and willing to share their knowledge.

Sales 61

Sales SaaS Coaching Outbound sales 61

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. NPS is not the answer.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. NPS is not the answer.

Upselling 97

Upselling Metrics SaaS Sales 97

ChurnZero

JULY 21, 2020

IntelAgree is a growing AI-powered contract management SaaS company that enables legal teams to do impactful work, not busy work. As relatively new functions, IntelAgree’s Customer Success and Professional Services/Implementation teams found themselves: Losing customer momentum during implementation. What were their pain points?

SaaS 52

SaaS Self service Best practices Feedback 52

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. SalesIntel is a leading sales intelligence platform and B2B contact data provider.

Accountability 98

Accountability SaaS Upselling Metrics 98

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. What metrics do investors care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

CustomerSuccessBox

SEPTEMBER 4, 2019

A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). In case, you are planning to switch to Customer Success and wonder how we truck through our day, here’s a little glimpse. It gives me a sense of triumph.

SaaS 78

SaaS Accountability Best practices Finance 78

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. Dear Patto, How can I hire people for my customer service team who are strong in soft skills but are also capable of learning the more technical aspects of our complex product?

Customer Service 90

Customer Service SaaS Personalization Best practices 90

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. The real testament to a company’s product, culture, and employees is showcased in the success of its customers. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success.

SaaS 40

SaaS Finance Feedback Metrics 40

CustomerSuccessBox

OCTOBER 19, 2021

The key activity that is important to good execution of customer success is the renewal process obviously. And this goes without saying that whether it is the customer success team that’s managing it or another part of your organization, it is very critical. Read: Why is customer retention important for B2B SaaS.

Customer retention 52

Customer retention Metrics B2B SaaS 52

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. They’ve dipped their toe into the pool of possibilities and are ready for more.

Journey mapping 52

Journey mapping Government SaaS Self service 52

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

SmartKarrot

MAY 11, 2022

The first lesson a B2B SaaS (Software as a Service) marketer learns about account-based marketing tactics is that you cannot possibly target each customer in your niche. This is the hard truth of account-based marketing strategy. Develop and execute targeted marketing for key accounts. The answer is quite simple.

Accountability 10

Accountability Marketing B2B SaaS 10

Totango

SEPTEMBER 9, 2022

How to Make Your QBR Meeting Agenda Count. These meetings can play a crucial role in your customers’ overall health and success. These meetings can play a crucial role in your customers’ overall health and success. However, a QBR meeting agenda can be challenging to plan and execute.

Best practices 18

Best practices Benchmark Metrics B2B 18

ClientSuccess

JULY 1, 2019

If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. The most successful organizations don’t simply have customer success teams ; they have customer success companies. .

Finance 49

Finance Upselling Metrics SaaS 49

Sykes

SEPTEMBER 29, 2020

In this selection of stories, you’ll get to know our employees, how they are making a difference in their roles, and the advice they have for women on a similar path. ” Jayme started her career with Clearlink eight years ago as a sales agent. Senior Account Manager, SYKES Pasewalk ???. Marchela Bozhilova.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

In this selection of stories, you’ll get to know our employees, how they are making a difference in their roles, and the advice they have for women on a similar path. ” Jayme started her career with Clearlink eight years ago as a sales agent. Senior Account Manager, SYKES Pasewalk ???. Marchela Bozhilova.

Accountability 98

Accountability Coaching Education Telecommunications 98

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast. Matt Kearns , Sr.

Management 59

Management Feedback Sales SaaS 59

ChurnZero

SEPTEMBER 10, 2021

We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. A Base + Variable model works best for customer success compensation plans. How Do I Design a Variable Customer Success Compensation Plan?

Metrics 97

Metrics SaaS Employee engagement Accountability 97

ProProfs Blog

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. That pretty much sums up your story. In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%.

Metrics 142

Metrics Customer retention SaaS Surveys 142

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Upselling 52

Upselling SaaS B2B Metrics 52

Amity

JANUARY 27, 2016

Issue 73 - The Economic Benefits of a Customer Success Platform. A Customer success platform delivers economic benefits in three ways: they reduce churn, drive up-sells, and drive sales through secondary revenue and referrals. • SaaS Startups Can Reduce Churn with Better Customer Success.

Upselling 57

Upselling SaaS Best practices Sales 57