ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Enterprise Surveys 98

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

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. In a sense, that’s what business is all about.

SaaS 52

SaaS Metrics Customer retention Construction 52

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 52

Benchmark SaaS Metrics B2B 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Spread Wisdom With Webinars. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

PeopleMetrics

FEBRUARY 25, 2021

New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. We highlight: Features we added in 2020. Watch on YouTube. ? ? ?.

Management 108

Management SaaS Surveys Feedback 108

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. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies. It’s a way of thinking.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. For example, you can use automated monitoring of client accounts to track user adoption rates.

Customer retention 100

Customer retention Upselling CRM SaaS 100

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. Many businesses who experience unacceptable levels of churn turn to those big clunky surveys for insight.

SaaS 48

SaaS Accountability Feedback Sales 48

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. What functions the interaction serves.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

JUNE 3, 2022

An excellent opportunity to engage clients is inviting them to an event, such as a webinar or seminar. Email: Hi, [Customer Name], I wanted to let you know about a free webinar coming up that will show you how to get the most out of [product]. The webinar is available at [date, time]. Here’s a sample template.

Feedback 110

Feedback SaaS Surveys Accountability 110

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

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. Industry Webinars. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. .

SaaS 98

SaaS Personalization Accountability Education 98

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? Rethinking the Quarterly Business Review (QBR). Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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

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. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. .

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. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. .

Best practices 64

Best practices Metrics Feedback SaaS 64

ChurnZero

JULY 16, 2021

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. Q&A Recap.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

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.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? As Sarah puts it: “We wouldn't be able to delight our customers without marketing initiatives including webinars and other content generated to help them achieve their outcomes. Do you send out NPS surveys? (If

Marketing 109

Marketing SaaS Sales Surveys 109

Totango

MARCH 10, 2020

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. Things you learn from one escalation or survey response can be relevant to the experience of other customers, especially those of similar size, value, or industry.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Amity

JULY 4, 2017

NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” 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

ClientSuccess

OCTOBER 22, 2019

It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. . Don’t skimp on account planning. Webinar: The Customer Success Advocacy Ladder. Have a recommendation program in place for reviews or testimonials.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

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. Industry Webinars. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. Customer Success Blogs.

SaaS 52

SaaS Personalization Accountability Education 52

ChurnZero

MARCH 15, 2019

The Scenario: You get a notification that you have been assigned a new customer account. You log into your Customer Success software platform and start reviewing the account notes and details that came over from Sales. Upcoming Webinar. Clearly churn has a big impact on a SaaS business. Fight Customer Churn!

SaaS 45

SaaS Best practices Morale Benchmark 45

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

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

Totango

FEBRUARY 21, 2019

This approach gathers and utilizes customer information to keep you informed of at-risk accounts ahead of time, and then helps you win back your customers through proactive, personalized campaigns. Exit surveys and direct communication can yield results as long as you personalize your message and maintain a respectful tone.

Accountability 63

Accountability Customer centricity SaaS Surveys 63

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

JULY 2, 2019

Create a report of accounts that are up for renewal during the summer months, and as they close have the intern get a handwritten thank you note out to the main point of contact. Conduct a Customer Survey. You could use this opportunity to have your intern built out a customer survey and manage the process and data analysis.

Surveys 40

Surveys SaaS Accountability Feedback 40

Cisco - Contact Center

JANUARY 27, 2020

Their survey of 362 firms found that although 80% of the firms believed that they delivered a “superior service” only 8% of the firm’s customers believed that. In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results.

Contact Center 89

Contact Center contact center solutions Enterprise Cloud contact 89

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Kapta Customer Success

NOVEMBER 7, 2017

Traditionally, salespeople were instructed to manage accounts simply to keep the customer, and nothing more. With innovations in Key Account Management systems like Kapta, the goal is now to ensure that the client is more profitable with the ability to thrive in the long-run. The CS Process for SaaS Vendors.

SaaS 40

SaaS Accountability Surveys Enterprise 40

Amity

JANUARY 13, 2016

In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact. A Guide of SaaS Companies. In this article, Benjamin Brandall provides a guide to the importance of Customer Success for SaaS companies. • What Does "Customer Success" Mean for SaaS Startups.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

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

CSM Practice

JUNE 16, 2020

CSM Practice recently conducted a survey on the impacts of COVID-19 on SaaS companies and Customer Success teams. . See the full survey analysis: Coronavirus Impact on SaaS Customer Success (Survey Results). Let the employers know that you exist! How can CSM Practice help!

Advertising 59

Advertising SaaS Engineering Surveys 59