CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. Customer Retention Best Practices. Are you ready?

Best practices 40

Best practices Customer retention SaaS Metrics 40

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

SaaS 59

SaaS Metrics Accountability industry standards 59

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. Part of adopting an agile mindset means making fast decisions with the best information you have. A SaaS business’s greatest source of intel is direct customer feedback.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. How SaaS Enterprises Can Streamline New User Onboarding. The benefits of a fast, simple onboarding process are myriad.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 75

SaaS Best practices Upselling Journey mapping 75

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Create a Community for Sharing Best Practices.

SaaS 77

SaaS Best practices Enterprise Finance 77

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. 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.

Metrics 52

Metrics Upselling SaaS Accountability 52

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. The SaaS Debate: Who Owns the Renewal and Upsell? Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

ClientSuccess

AUGUST 14, 2019

As you structure your CSM compensation plans, here are three best practices to keep in mind: 1. The role of a SaaS industry CSM has become increasingly complex because it covers so many different parts of the customer lifecycle. Make sure outside client metrics are clearly defined for all CSMs, if applicable. .

Best practices 40

Best practices Metrics Upselling SaaS 40

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. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. 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.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. 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.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? Best practices to better engage your investors and board.

Metrics 98

Metrics Consulting Consulting Best practices 98

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . Sales Team Training Best Practices Checklist for Your Salespeople. It’s not a bad idea to document your company’s best practices for sales team training.

Best practices 62

Best practices Sales Call Center Coaching 62

SmartKarrot

FEBRUARY 12, 2021

The plethora of solutions or blogs may not be useful when it comes to gaining insight and knowledge. SaaS (software as a service) companies have seen an exponential growth in the business sphere. There is some insightful content around SaaS that can be an inspiration to readers. The 20 Best SaaS Blogs You Must Follow.

SaaS 23

SaaS B2B Metrics Sales 23

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. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

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. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

Mindtouch

FEBRUARY 7, 2017

The rise of Customer Success , first in SaaS companies but quickly expanding into traditional industries, indicates a renewed focus on this problem from the point-of-view of the customer (based on the name alone, right?). Best Practices Make the Best Customer Success Metrics. Annual/Monthly Recurring Revenue.

Metrics 63

Metrics Best practices SaaS Marketing 63

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. The book lays out some of the best practices for maintaining credibility for the Net Promoter System. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Airlines 273

Airlines Metrics Accountability SaaS 273

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. How has it helped you? ”.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ClientSuccess

MARCH 8, 2018

But be aware that although this data is a important, it’s not always the holy grail of metrics. Check out our resources below for more customer success best practices and insights for how your organization can can ensure your product and customer success teams are fully synced: eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Best practices 40

Best practices Feedback Upselling SaaS 40

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. Customer Success Metrics that Matter. ChurnZero Resource.

Best practices 49

Best practices Metrics SaaS Sales 49

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. What Is the Best Compensation Plan for CSMs?

SaaS 126

SaaS Metrics Accountability Customer centricity 126

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? In-App Promotions.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

Totango

JUNE 26, 2020

By embracing the following customer retention best practices, you can guide your customers through the current business landscape and be poised to thrive on the other side. The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. Recovering from the Effects of COVID-19.

SaaS 92

SaaS Customer retention Best practices Telecommunications 92

ChurnZero

MAY 3, 2022

Known for their scientific, data-driven approach to playbook and process design, training, and coaching, Winning By Design is an agency with a long track record of advising CS, sales and marketing teams at high-growth SaaS companies. Customer Success skills (playlist) : Quick tips and best practices for CSMs on the ground.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98