Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. What Is Contract Renewal?

Customer retention 96

Customer retention SaaS Best practices Upselling 96

delighted

DECEMBER 3, 2021

Centralizing : Pandium released a State of Product Integrations study at SaaS 1000 , which found that, of the 1k SaaS companies evaluated, most companies had over 15 different platform connections (ex. Which of the platforms capture a key moment in the customer journey – such as a purchase event or an outreach to your support team?

Surveys 97

Surveys APIs SaaS Engineering 97

SmartKarrot

AUGUST 10, 2021

It is especially true of SaaS products – where the value in an intangible implication that adoption could lead to better practices and revenue growth. That’s why behavior analytics forms the core function for SaaS. What is behavioral analytics? How is it different from business analytics in general?

SaaS 10

SaaS Analytics B2C Best practices 10

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

JustCall

MAY 23, 2023

CCW is one of the premier events that brings together contact center industry professionals, vendors, and customers, creating a forum where they can collaborate, share their expertise, and gain valuable insights into the industry. The teams behind JustCall, Call Page, Helpwise, and SaaS Labs will be unveiling the new product at CCW Vegas.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . We’ve seen an amazing outpouring of support from the SaaS community.

SaaS 52

SaaS Enterprise Healthcare Sales 52

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . We’ve seen an amazing outpouring of support from the SaaS community.

SaaS 52

SaaS Enterprise Healthcare Sales 52

ChurnZero

JUNE 12, 2020

They reactively respond to raised events or close their eyes and wait to see what happens with auto-renew clients. As its own function, Customer Success Operations can advance strategy initiatives around the customer experience as well as manage renewal forecasts, data analytic systems, and process implementation.

SaaS 80

SaaS Metrics Customer retention Analytics 80

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. About CSM Practice.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. About CSM Practice.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. About CSM Practice.

Metrics 52

Metrics SaaS Customer retention Upselling 52

AWS Machine Learning

AUGUST 14, 2023

OpenSearch is a scalable, flexible, and extensible open-source software suite for search, analytics, security monitoring, and observability applications, licensed under the Apache 2.0 For the high scalability on OpenSearch Service, you may adjust it by sizing your OpenSearch Service domains and employing operational best practices.

Enterprise 69

Enterprise Scripts Best practices Analytics 69

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Attend college recruiting events, conferences, seminars to help strengthen the company brand.

Upselling 19

Upselling Coaching Best practices Consulting 19

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” About CSM Practice.

Metrics 52

Metrics Education Upselling SaaS 52

JustCall

MARCH 8, 2023

With specialties in customer journey mapping, the voice of the customer, and product marketing, Sue is a sought-after guest expert for publications, podcasts, webinars, and live events. She is one of the well-renowned customer success thought leaders who have established best practices around customer segmentation and success planning.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Education Services Group

MAY 6, 2021

I previously worked for a company that sold commercial and industrial construction analytical reports and planning capabilities to large corporations and contractors. In our business model, revenue events occurred at the initial sale, then at renewals time each year. 3 Accept that the customer lifecycle is not infinite. Final words.

Accountability 92

Accountability Construction SaaS Sales 92

SmartKarrot

JUNE 24, 2021

You can also be part of their resources like Customer Success Wiki, CSM Competency Standard, and many customer success events. You get access to some awesome events featuring industry honchos, thought leadership zones, and more. . You get access to some awesome events featuring industry honchos, thought leadership zones, and more. .

SaaS 17

SaaS Best practices B2B Customer retention 17

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. My team’s time is divided between analytics, customer conversations, firefighting, and setting up the customer base for future success.

B2C 0

B2C SaaS Accountability B2B 0

CSM Practice

FEBRUARY 24, 2020

Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. About CSM Practice. 6. Net Promoter Score (NPS).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” About CSM Practice.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” About CSM Practice.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 20, 2020

Many organizations that I worked with make this shift by starting with the health score, graduating into actionable insights, analyzing customer cohorts, before developing ongoing advanced analytics capabilities using machine learning and artificial intelligence. Predictive Analytics and Artificial Intelligence. Health Score.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. About CSM Practice.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. This online community defines itself as a “Success-focused community and online resource for Customer Success professionals” It’s a great place to share thoughts, questions, events, and even job postings. • Meetups.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

CSM Practice

FEBRUARY 24, 2020

Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. About CSM Practice. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. About CSM Practice. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. My team’s time is divided between analytics, customer conversations, firefighting, and setting up the customer base for future success.

B2C 60

B2C SaaS Accountability B2B 60

Callminer

AUGUST 1, 2017

If all these points mentioned above are practiced, the contact center will have a great track record with their clients and agents alike. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

TechSee

JANUARY 25, 2023

As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions. Rick has more than 15 years experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies. How to sift through it all?

Automotive 41

Automotive Management Enterprise B2B 41

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels. Peter Armaly.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. About CSM Practice.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

CSM Practice

FEBRUARY 24, 2020

The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. About CSM Practice.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. About CSM Practice.

Metrics 52

Metrics Accountability Surveys SaaS 52

AWS Machine Learning

NOVEMBER 22, 2023

And although generative AI has appeared in previous events, this year we’re taking it to the next level. Learn how to utilize your datasets using Amazon SageMaker and Amazon Bedrock as well as popular frameworks like PyTorch with AWS compute, storage, and analytics. Reserve your seat now! You must bring your laptop to participate.

Engineering 111

Engineering Best practices APIs Government 111

SmartKarrot

JULY 30, 2021

Why is customer success critical for SaaS companies? SaaS, more than any other field, needs a solid customer success plan because that’s what will give you an insight into how, if at all, a customer is achieving his milestones using your software. It’s a critical metric for SaaS business models as subscription drives their growth.

Upselling 10

Upselling SaaS B2B Metrics 10

JivoChat

FEBRUARY 22, 2023

Moreover, outsourced customer service teams often have access to advanced tools for analytics , which can help businesses gain valuable insights into customer behavior and improve service quality on an ongoing basis. Step 4: Test their services before committing fully. Automate Tasks & Streamline Workflows.

outsourcing 82

outsourcing SaaS Accountability Analytics 82