Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business.

Best practices 95

Best practices Benchmark Education Surveys 95

Amity

OCTOBER 26, 2016

SaaS Tattler Issue 96 - Going Beyond Net Promoter Scores. Net Promoter Score results can tell you a lot about your customers, your organization, and the relationship between the two. • Why Net Promoter Score Benchmarks Don't Matter. SaaS Customer Success Metrics – What to Measure to Drive Growth.

SaaS 72

SaaS Benchmark Surveys Customer retention 72

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 81

SaaS Best practices industry standards Consulting 81

ChurnZero

MAY 15, 2020

Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn. The data in this article is sourced from SaaS businesses across 20 industries that use ChurnZero.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72

Totango

JUNE 4, 2021

Offering loyalty rewards is another strategy for personally engaging customers. Loyalty rewards engage and incentivize customers based on their personal history with your brand. This encourages greater loyalty, higher customer retention and more enthusiastic brand ambassadorship. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

ChurnZero

MAY 14, 2021

When should I add Customer Success Operations and how do I advocate for the role? What goals, metrics, and tools does Customer Success Operations use? If so (like the rest of the Customer Success world), then this article is for you. But Jennifer cautions against looking at retention numbers in isolation.

Customer retention 81

Customer retention Metrics Benchmark SaaS 81

ChurnZero

OCTOBER 22, 2020

If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. But first, let’s address the elephant in the article by acknowledging that we’re a software company that is making a one-sided argument in favor of buying. This may seem self-serving, but we promise our intentions are pure.

CRM 59

CRM Customer retention Technology Best practices 59

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 60

Chief Customer Officer Engineering SaaS Call Center 60

Amity

APRIL 25, 2016

Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. W in the Customer. Alex Bakula-Davis.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 102

Best practices SaaS Journey mapping B2C 102

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. This really depends on your industry so you want to familiarize yourself with industry benchmarks. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis.

Metrics 76

Metrics Best practices Customer retention SaaS 76

NobelBiz

FEBRUARY 15, 2023

A poorly managed opening of a new communication channel can have a negative impact on both customer satisfaction and call center. To help you avoid these traps and successfully introduce your new customer communication channel, this article details the ins and out of this approach. This is a greater growth rate than the 18.8%

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

aircall

MARCH 27, 2017

This article is part two of a series on customer journey mapping. The first article looked at the usefulness of the process for your business. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. Know where to start.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

Metrics 98

Metrics SaaS Surveys Self service 98

Netomi

JANUARY 5, 2022

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. He authored the Customer Success book for Wiley! LinkedIn: Frank Eliason – Consultant – Frank Eliason, LLC.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

APRIL 23, 2020

There are various other names for customer success manager being used in the industry like Customer Success Engineer, Sales Manager, Customer Success Specialist, others. SaaS vendors faced a problem of customer churn and to retain customers this initiative of CSM took birth. Access here. Conclusion.

Management 10

Management Complaint resolution Customer retention Engineering 10

SmartKarrot

AUGUST 5, 2022

These online automated customer success playbooks are centered on attaining and maintaining customer adoption of the proper components of your product(s) at the proper time to accomplish results that produce quantifiable value. It is a continuous process, just like customer success itself.

Scripts 10

Scripts Accountability Benchmark B2B 10

SmartKarrot

DECEMBER 2, 2022

What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? A typical SaaS company, regrettably, is not doing enough to maximize this source of money. . Different Types of SaaS Expansion. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

ChurnZero

NOVEMBER 2, 2018

Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. You can think of it as a numerical value that indicates how loyal your customers are. Unfortunately the news gets worse. Upcoming Webinar.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

SmartKarrot

OCTOBER 12, 2022

Since they took the time to sign up for your product, it is crucial to convey your appreciation to your new customers. This could be a video showing a product in action, a link to a help article, or a list of frequently asked questions. The first time a customer logs in is when they get a sense of your product.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10