TeamSupport

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. This holds especially true in emergency and crisis situations with B2B companies.

B2B 64

B2B Self service B2C Customer Support 64

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 9, 2021

Course Description: Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support. Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them. Check it out!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Totango

JUNE 4, 2021

Another way to apply personalization to engagement is to offer customers promotions based on their history, needs and behaviors. By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue.

B2C 62

B2C Upselling Journey mapping B2B 62

inSided

JUNE 21, 2019

Over the past year we’ve talked to over 30 Customer Success Management (CSM) leaders in the B2B SaaS space. We’ve gained firsthand insights into the most pressing pain points in Customer Success (CS), pinpointed the differences in Customer Success strategies and pondered the future landscape of this rapidly-evolving industry.

B2B 40

B2B Upselling SaaS Accountability 40

ClientSuccess

FEBRUARY 8, 2023

GRR : gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. It may also predict churn potential.

Advertising 98

Advertising SaaS B2C Engineering 98

ClientSuccess

DECEMBER 21, 2021

GRR: gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Upselling B2B SaaS 100

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

SaaS 59

SaaS Upselling Construction B2B 59

SmartKarrot

JUNE 2, 2022

Customer experience is crucial for any B2B SaaS business. Any B2B SaaS business must keep the customers with the business with a good customer experience. In fact, a customer experience that satisfies customers leads to reduced churn. 8 Inspiring B2B Customer Experience Examples.

B2B 10

B2B Customer Experience B2C Banking 10

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

FEBRUARY 9, 2021

Course Description: Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support. Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Update Customer Knowledge Bases. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Totango

APRIL 30, 2021

Customer support for sales transactions. When you add up all the factors which go into acquisition, the cost of customer acquisition quickly becomes expensive. Customer engagement and adoption systems and programs. Customer marketing to promote renewals cross-sells and upsells. Web design and maintenance.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

CustomerSuccessBox

JUNE 13, 2019

Manager – Customer Success, Synup ). In the SaaS world, the sales and marketing departments just bring in customers. In fact, before a customer is acquired, it is the burn cycle while after the customer has been acquired, the earning cycle starts. Customer success is a completely new department.

SaaS 45

SaaS Sales Customer Support Upselling 45

ChurnZero

JULY 19, 2019

CSM Confidential – Part 1: Difficult Customer Conversations . . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. CSM for B2B Software Company . .

SaaS 56

SaaS B2B Sales Accountability 56

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

JANUARY 12, 2021

And when it comes to the software industry, SaaS COGS is comparatively one of the least ones, leaving a large scope for lucrative profit margin. But the SaaS industry, despite being product-based, has interesting information to reveal. Ideally, SaaS margins should be in a range of 80 to 90%. What is COGS used for?

SaaS 10

SaaS Customer retention Accountability Benchmark 10

Nicereply

MAY 11, 2020

This is likely because they already have a positive opinion on the business, and friends are more likely to recommend “perfect fit customers” or those that they know will benefit from your product or service. 84% of B2B decision-makers start the buying process with a referral. Loyal customers can help expand your lead pipeline.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

SmartKarrot

FEBRUARY 8, 2022

Categorize the customer profile following the segmentation and lead business reviews based on the customer profile. Understand the customer use case. Forecast upcoming renewals and upsell opportunities. Coordinate internal partnership support with management, sales, and solution specialists to support customer issues.

Upselling 19

Upselling B2B Customer centricity SaaS 19

SmartKarrot

FEBRUARY 17, 2022

The availability of myriads of channels with differing marketing strategies can leave customers confused at the end of the day. Any B2B SaaS company targeting growth cannot achieve its target without integrating all channels to provide their customers with an omnichannel experience. Like what you are reading?

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Multichannel 10

Kayako

MAY 16, 2018

Especially when it comes to service businesses, both traditional and SaaS, because service solutions often need to be tailored to the individual customer. Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue. People have questions.

Customer retention 59

Customer retention Upselling Sales Feedback 59

CustomerSuccessBox

AUGUST 12, 2021

The questions which you might have in your head are being answered in detail here so that, after going through it, you have clarity on whether you’re ready to roll out Customer Success processes or not. Are you a B2B SaaS start-up? However, when it comes to post-sales, your customer support is NOT Customer Success.

SaaS 52

SaaS Accountability Engineering Technology 52

ChurnZero

JUNE 28, 2019

A similar lesson can be applied to Customer Success. In fact, this is one of the major differences between Customer Support and Customer Success. If you are a Tetris player or a Customer Success Manager (CSM), you know that small actions can have huge impacts and yield unexpected results.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 60

B2C SaaS Accountability B2B 60

SmartKarrot

JULY 30, 2021

It’s a powerful, emerging marketing tool – customer success. Weren’t we providing customer support and customer service all this while, they ask. Well, yes, but no, customer success is not the same as customer support or after-sales service. Why is customer success critical for SaaS companies?

Upselling 10

Upselling SaaS B2B Metrics 10

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Customer Success is the team that makes sure customers are onboarded and welcomed, that they are adopting the service and product the way you expect them to, that they renew at the right time, and maybe even expand.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Customer Success is the team that makes sure customers are onboarded and welcomed, that they are adopting the service and product the way you expect them to, that they renew at the right time, and maybe even expand.

SaaS 52

SaaS B2B Upselling Metrics 52

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. Customer churn is an important customer success metric.

Management 52

Management CRM Analytics Customer retention 52

SmartKarrot

OCTOBER 27, 2021

With Customer Acquisition Cost. CAC or customer acquisition cost is a key SaaS metric that indicates the total cost that is needed to acquire one customer. People generally think that the lower the cost, the better is it to magnet more customers. Customer support is definitely a part of customer success.

Marketing 19

Marketing Accountability Upselling B2B 19

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 106

SaaS Journey mapping B2B Feedback 106

SmartKarrot

APRIL 9, 2021

Works closely with and coordinates with the B2B Ecomm team. Proven ability to recruit a team and successfully manage customer and vendor relationships. You will be working alongside the Sales and Support teams to help improve customer satisfaction, as well as linking with the Product team on customer feedback around the platform.

Upselling 10

Upselling CRM Consulting Consulting 10