ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. They are: Use Customer Goals and Objectives to Personalize Onboarding. Reduce Friction and Other Engagement Barriers.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 274

Airlines Metrics Accountability SaaS 274

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

AUGUST 18, 2020

In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same. Let’s take a closer look at the four stages of the customer SaaS journey you’ll need to keep in mind: Stage 1: Onboard.

SaaS 74

SaaS Journey mapping Metrics Consulting 74

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. For so many years, SaaS has focused so strongly on the acquisition that they have been blind to other aspects of the customer journey. Here is a free guide to take your SaaS business from a Reactive approach to Proactive approach !

SaaS 52

SaaS Upselling B2B Benchmark 52

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. We don’t know who that person is, and their experience is very different from those first individuals.”. .

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

CustomerSuccessBox

APRIL 19, 2022

In this hyper-competitive SaaS world, businesses that have enhanced customer experience make it to the top 10% of the SaaS businesses that are able to achieve 125%+ MRR(Monthly Retention Rate). This will enable enhanced personalization efforts and make your customers feel that you truly understand them.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Given this backdrop, it’s easy to ascribe this insecurity with and disconnection from investors to personal flaws and incompetence or inherent incompatibility – when what these differences really come down to is communication styles. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. SaaS Churn Analysis Benefits. A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn by: Highlighting current strengths and weaknesses in products and processes.

SaaS 77

SaaS Enterprise Customer retention Metrics 77

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

ClientSuccess

JUNE 22, 2021

Although most SaaS companies are still operating remotely, the signs are pointing to a return to offices. While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. In-person meetings, especially those with clients, require clear goals and agenda items. .

Personalization 52

Personalization Metrics SaaS Accountability 52

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. Or account management, when you worry about subscriptions and payments.).

SaaS 106

SaaS Management CRM Sales 106

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.

Personalization 69

Personalization Upselling Benchmark SaaS 69

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

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

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

CustomerSuccessBox

JULY 11, 2022

Especially, with a big account churn. How you handle, communicate with, and learn from account churn—user offboarding—is as crucial especially when the churned customer is a major account. This trip begins for the majority of SaaS products when a user clicks a “cancel subscription” button of some sort.

Accountability 52

Accountability Feedback Surveys SaaS 52

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . The CSM for the account explains the plan . Step 2 – Project Readiness.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

ChurnZero

DECEMBER 21, 2022

We’re only human and dealing with a torrent of media, distractions, deadlines, personal issues, and everything in between. 1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. What metrics do investors care about most? Show us your ways.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. More often than not, SaaS providers take advantage of the internet to make people aware of what their offerings are.

SaaS 63

SaaS Sales Enterprise Feedback 63

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. These personalized sessions focus on the customer’s strategy around using their newly learned functionality. The same holds true for our vendors. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. More often than not, SaaS providers take advantage of the internet to make people aware of what their offerings are.

SaaS 51

SaaS Sales Enterprise Feedback 51

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. Revenue Generation Methods.

Accountability 40

Accountability Management B2C Upselling 40

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Regular usage of accounts and product features. It’s especially important to engage executives and stakeholders to ensure retention.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

ChurnZero

APRIL 18, 2024

Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar). 2: Customer journeys Analog / High-touch: Align metrics with account health by tracking performance through customer milestones. Digital: Set up consistent journey metrics (e.g.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 72

Accountability Management Upselling Customer centricity 72

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. 4: It’s Not Personal If It’s Planned. There’s less room for personal questions of work ethic or debate about direction. She loves us.

SaaS 68

SaaS Benchmark Metrics Accountability 68

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, 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