ClientSuccess

JUNE 12, 2017

What are the Definitions of Customer Success Terms? Today’s SaaS organizations commonly utilize a subscription business model, where customers pay a recurring fee to gain access to a certain software or cloud-based platform. Adoption is a customer success term with two possible definitions associated with it. – Part II.

SaaS 46

SaaS Metrics Best practices Benchmark 46

ChurnZero

DECEMBER 28, 2018

This post will set you clear on the definitions of each and go into how they are different as well as what are some of their similarities between the two practices. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. Customer Experience & Customer Success: Are they the same?

Best practices 49

Best practices Metrics SaaS Sales 49

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. In most SaaS businesses, the ultimate goal is to increase revenue. After all, your customers are your best advocates and will definitely have some helpful tips to put into play.

Accountability 42

Accountability Upselling SaaS Feedback 42

ClientSuccess

OCTOBER 5, 2017

Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. Today’s SaaS industry, more than ever before, is changing into a remote world. This last trend, while not necessarily a threat to customer success, is definitely shaking things up for SaaS industry leaders.

SaaS 41

SaaS Best practices Accountability Technology 41

ClientSuccess

DECEMBER 12, 2017

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. Obviously the best way to deal with customer churn is to avoid it altogether by putting proactive steps in place, but attrition is never 100% avoidable. Ultimate Guide to SaaS Customer Success Metrics.

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

ClientSuccess

MAY 8, 2017

What are the Definitions of Key Customer Success Words? And, like most industries, every single SaaS company is different. Renewals are a critical goal of most SaaS customer success departments, and they are an achievement that is often celebrated and rewarded. There are new, innovative trends popping up all over the place.

Upselling 42

Upselling SaaS Metrics Accountability 42

ClientSuccess

NOVEMBER 21, 2017

It also involves executives on both sides, which will definitely move the needle one-way or the other. Ultimate Guide to SaaS Customer Success Metrics. Sometimes project managers or administrators can get bogged down in day-to-day business, which makes it hard for them to engage with vendors in a timely manner.

Upselling 50

Upselling Metrics SaaS Best practices 50

ClientSuccess

MAY 23, 2019

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. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Management 51

Management Accountability Best practices SaaS 51

ClientSuccess

MAY 31, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Company : Lucid Software.

Best practices 40

Best practices SaaS Engineering Enterprise 40

ChurnZero

DECEMBER 20, 2019

SaaS companies at all stages will continue to increase investment in Revenue and CS Ops to drive the alignment that’s critical for maximizing customer lifetime value. Like any SaaS platform, you get out of it what you put in. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

SEPTEMBER 24, 2019

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. As a SaaS company our customers are in the product every day so it’s important we’re connecting them with the team directly in charge of the product.

Engineering 40

Engineering SaaS Sales Best practices 40

ClientSuccess

JULY 16, 2019

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. This approach definitely requires more work than passively reaching out to your customers. Ultimate Guide to SaaS Customer Success Metrics.

Sales 41

Sales Upselling SaaS Best practices 41

ClientSuccess

OCTOBER 22, 2019

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. This approach definitely requires more work than passively reaching out to your customers. Ultimate Guide to SaaS Customer Success Metrics.

Management 41

Management Feedback Personalization SaaS 41

ClientSuccess

AUGUST 27, 2019

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. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Feedback 40

Feedback Sales Metrics SaaS 40

SmartKarrot

APRIL 23, 2020

Results on those parameters are definitely going to keep the customer engaged. To learn more download our Customer Health Score ebook here. CLV is what the company gets from the customer while NCDV is what the company gives to the customer. Parameters we choose for CSM should be based on what we give to the customer.

B2B 10

B2B Technology Best practices Service level 10