CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

SaaS 98

SaaS Customer centricity Accountability Education 98

Education Services Group

MARCH 8, 2023

Anyway, let’s focus on Customer Success professionals and their current angst around talking with the CFO. Of course, I noticed. Who doesn’t notice when the key customer-facing teams are in a quandary about how to handle budget cuts? I care about customers as much as anyone and cutting service to them introduces risk for them.

Education 52

Education SaaS Customer retention Analytics 52

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. Final thoughts on Customer Onboarding at scale!

Education 52

Education Customer retention Sales B2B 52

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . It’s only when you truly listen to your customers that you can help solve their most important problems. Your customers will benefit the most from continuous best practice training versus focusing on new tips. .

SaaS 59

SaaS Metrics Best practices Customer retention 59

CustomerSuccessBox

OCTOBER 4, 2018

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. However, since it is a comparatively new field, there are many different ideas, thoughts on how one should be building a customer success team so that it can have a big impact on the bottom-line. The customer.

SaaS 77

SaaS Customer retention Accountability Consulting 77

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

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. What is customer success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Amity

FEBRUARY 9, 2016

Let’s face it, as you grow, you will lose customers. When it comes to the importance of Customer Retention, the numbers don’t lie. The Gartner Group found that 80% of your company’s future revenue will come from just 20% of your existing customers. Focus on Customer Success.

SaaS 60

SaaS Customer retention Education Best practices 60

Education Services Group

OCTOBER 4, 2022

Customer segmentation and tiering are not the same thing! If you’re sitting there thinking, “of course, I know that. But I still see far too many Customer Success leaders (yes, even smart ones!) Be sure you’re making a real distinction between segmentation and tiering in your Customer Success strategy.

Best practices 52

Best practices Finance Enterprise B2B 52

SmartKarrot

SEPTEMBER 25, 2020

And the above said strategy calls for a customer success plan that we are going to discuss today. Customer success is a broad field in the SaaS industry. There are so many directions to proceed, so many concepts to integrate in your customer success strategy. Best practices and steps for creating a customer success plan.

Best practices 9

Best practices SaaS Metrics Surveys 9

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

Education Services Group

FEBRUARY 22, 2021

The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company. Users will, of course, have an opinion about their experience with your platform or service, and in turn, will inform their bosses or decision makers about their experience.

SaaS 59

SaaS Accountability Sales Management 59

Education Services Group

JANUARY 19, 2021

Last year, we, along with our CS friends at ChurnZero and Higher Logic, embarked on an ambitious project to check-in with the CS community as a whole and find out more about the industry’s current place in SaaS business and uncover the trends influencing its growth. We are proud to present the Inaugural Customer Success Leadership Study !

Finance 52

Finance SaaS Benchmark Surveys 52

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Journey mapping 52

Journey mapping Government SaaS Self service 52

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. The customer’s perception of success is everything. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters.

Metrics 98

Metrics SaaS Surveys Self service 98

CustomerSuccessBox

MARCH 31, 2022

Three simple reasons: Customer delight — The customer’s pleasant experience with a business is a powerful resource. It brings more referrals and ensures that clients stay loyal to your brand longer, which then leads to… Customer retention — It costs 5 to 25 times more to gain a new customer than to retain one.

Best practices 52

Best practices SaaS Upselling B2B 52

Education Services Group

JANUARY 25, 2023

We’re trying to figure out what are the major channels of interaction with customers. Of course, usage data and some stuff that’s already been really well done by a lot of our peer vendors. I was selling a SaaS product back when it used to be the install base-only crowd.

Finance 52

Finance Sales Morale SaaS 52

Totango

AUGUST 12, 2020

The digital transformation of business has empowered customers to expect personalized, on-demand attention from their service partners. The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence.

SaaS 87

SaaS Upselling Enterprise Best practices 87

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. The customer’s perception of success is everything. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters.

Metrics 52

Metrics SaaS Surveys Self service 52

Education Services Group

JANUARY 28, 2022

You would never even imagine that a surgeon would do that, but that’s the way that we run our SaaS businesses. That’s what we do, we look at our product usage data, we look at our time-to-value, we look at all of these internal metrics but then we never asked the customer how they’re feeling. And that’s absurd.

Feedback 52

Feedback Sales SaaS Marketing 52

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.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. This is also the stage at which your customer is starting to get a sense of how much value you’re providing.

Education 45

Education Upselling Marketing SaaS 45

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. This is also the stage at which your customer is starting to get a sense of how much value you’re providing.

Education 40

Education Upselling Marketing SaaS 40

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. At the same time, a 5% increase in customer retention rates can increase profits by up to 95%.

SaaS 88

SaaS Customer retention Accountability Feedback 88

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Totango

MARCH 2, 2021

Then we’ll break down how you can deliver value at each of your customer journey stages to promote higher customer retention and brand advocacy at the end of the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. In 2014, Ian officially became a Certified Customer Experience Professional. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JULY 31, 2020

Consistency, Empathy, empowered customer-facing employees, personalized experience, etc. are key factors that get you ahead in terms of customer delight. With the advent of SaaS businesses , it has become important to create moments of customer delight as well as customer satisfaction whenever possible.

Advertising 10

Advertising SaaS Best practices Personalization 10

ProProfs Blog

OCTOBER 30, 2021

It equips the team with the data on whether the customers have liked or disliked the products and services – making room for further improvements. . Let’s illustrate with an example of a SaaS organization. Helps to identify happy customers (Improving Customer Retention). Helps value customer opinions.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ChurnZero

JANUARY 26, 2021

They also provide an opportunity to bring in best practices. Never forget that it’s a value-add for your customers to work with someone with visibility into similar companies working toward the same goals. The Customer Success Battle Plan. It’s easy to see why OKRs are a great “hook” for executive discussions.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ProProfs Blog

MAY 15, 2020

Here’s a brilliant example of using surveys for customer retention by one of the biggest brands of the world – Starbucks. Way back in 2008, the global coffee chain launched a new initiative called “The Starbucks Idea”, as an engagement and retention mechanism for its customers. Best Practices for Surveys.

Surveys 97

Surveys Customer Experience Feedback Best practices 97

Amity

FEBRUARY 2, 2016

Exploring the Top 5 Benefits of Customer Success. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. Why the Customer Success Manager is the Product Manager’s New BFF.

SaaS 80

SaaS Education Customer retention Sales 80

Amity

OCTOBER 23, 2018

It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis. It typically involves interviewing customers and looking at your NPS scores and strategy. Expansion revenue can have a big impact on your SaaS metrics and your bottom line.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Education Services Group

APRIL 27, 2022

It feels awkward to me, like we are desperate in our attempt for the customer to validate our process. DAU (Daily Active Users): If your SaaS offering doesn’t require daily logins for value to be obtained, be cautious how you use this metric. They have access to CRM data, of course, but aren’t connected to your CS Platform.

Metrics 98

Metrics Surveys SaaS CRM 98

SmartKarrot

JULY 28, 2020

There is still plenty you can do to increase customer engagement and retain the clients that you have worked hard to win. This pandemic has erupted a massive impact on the economy that causes a lasting downturn in SaaS businesses. However, SaaS industries are packing a punch to survive the battle. So what do we do?

SaaS 19

SaaS Best practices Finance Customer retention 19