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20 quick insights on Customer Success and SaaS metrics with Dave Kellogg

ChurnZero

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

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Exploring the Differences Between a Customer Success Manager and Account Manager

ClientSuccess

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.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

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How to Set Your Kick-off Meetings Up for Success

CSM Practice

Doesn’t it make sense that for the customer to agree to the purchase, the account executive must have already collected this information and sold the customer on how your company’s solution will address their needs? Support resources (eg: technical support, CSM, knowledge base, etc.). Goals and success metrics.

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Customer Success for On-Premise?! Yes, but…

CSM Practice

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.

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Customer Success and Revenue: Why CS Should Embrace the Numbers

Education Services Group

To really prove your value to senior leadership, CS metrics must have a direct alignment to revenue. We may see Account Managers within the sales organization owning that relationship. A smaller, rapidly growing company is going to have a different environment than a well-established hardware brand just breaking into SaaS.

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Nov 09 – Customer Success Jobs 

SmartKarrot

You will successfully structure, plan, and drive the team to achieve business goals which may include metrics such as: Customer engagement, Renewal (gross retention rate), Expansion (net retention rate), CSAT/NPS, and Average contract length. Expand the revenue in accounts through cross-selling and up-sell referrals.