CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. B2Bs in the SaaS space today strive for agile growth. The Bare Basics. Super-charging Customer Acquisition.

Advertising 98

Advertising SaaS B2C Engineering 98

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 122

Best practices Government Engineering Accountability 122

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Why Optimizing Your SaaS Onboarding Matters. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

CustomerSuccessBox

SEPTEMBER 4, 2019

The context of these emails will depend on the stage of the customer lifecycle – onboarding, implementation, post go-live feedback etc. This is a definite game changer! The Product team to know the product roadmap and also to give feedback about the product if you have got any from the customers. Onboarding new customers.

SaaS 78

SaaS Accountability Best practices Finance 78

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Callminer

MAY 11, 2020

While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. My favorite definition of great customer experience is related to the quote, “People do not care how much you know until they know how much you care.”

Management 273

Management Customer Experience Customer Service Coaching 273

Totango

NOVEMBER 5, 2021

TC : Yes, definitely. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. TC: Initially, I was following a generic best practice and trying out email subject lines that pique people’s interest and curiosity.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

SmartKarrot

JUNE 4, 2021

Customer Enablement Best Practices Educate and empower your Customers Let your Customer Service do all the Talking Say Yes to Customer Feedback Look for Brand Advocates. The definition of customer enablement or client enablement is pretty simple. Customer Enablement Best Practices. Like what you are reading?

SaaS 10

SaaS Best practices Education Finance 10

SmartKarrot

OCTOBER 21, 2020

Set and Stick to Expectations Build and Develop Customer Relations Better Proactive than Reactive Ask and Act on Customer Feedback? Ask and Act on Customer Feedback? . This is one of the best ways to retain your clients, more than ever. To begin with, practice? Set and Stick to Expectations . active listening.

Best practices 10

Best practices SaaS Feedback Customer retention 10

Education Services Group

JUNE 8, 2021

But just how to go about applying Customer Success best practices to Partner Success has yet to be fully defined. Every company is different, and, much like Customer Success, you need to figure out what works best for your business, your partners, and your end-users. The answer is yes! Let’s look at an example.

Journey mapping 52

Journey mapping Best practices Enterprise SaaS 52

Totango

NOVEMBER 5, 2021

TC : Yes, definitely. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. TC: Initially, I was following a generic best practice and trying out email subject lines that pique people’s interest and curiosity.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

ChurnZero

AUGUST 24, 2018

SaaS metrics the CFO and CS leader both need to know. • Q: What advice or resources would you recommend for a business transitioning from a perpetual product to a SaaS model? It is the move by the way from perpetual products and licenses to the SaaS model that has created Customer Success to begin with.

Finance 61

Finance SaaS Education Customer retention 61

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. Review strategies with customers for feedback. This is where differences start to come into play. Align internal goals with customer goals.

Accountability 42

Accountability Upselling SaaS Feedback 42

ClientSuccess

DECEMBER 20, 2018

For the average SaaS-focused customer success teams, there are four main buckets of metrics to consider: financial metrics, customer health metrics, usage metrics, and team performance metrics. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Retention Rate/Customer Churn Rate.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Education Services Group

MARCH 4, 2020

Without proper research and planning, this can result in varying definitions of what Customer Success looks like in different markets, even within the same company. In the US, the birthplace of SaaS and Customer Success, many companies have had the opportunity to experiment with and iterate upon their CS practices before taking them global.

SaaS 52

SaaS Best practices Healthcare Marketing 52

ProProfs Blog

OCTOBER 30, 2021

Also Read: Survey Question: 250+Examples, Types & Best Practices. So, whether you are conducting a user research survey or any other survey, the best way out is to take it online. Formulating user experience feedback questions the right way is important, but that’s just one part of the task. Source: UXPA.

Surveys 139

Surveys Best practices Construction Analytics 139

Totango

NOVEMBER 5, 2021

TC : Yes, definitely. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. TC: Initially, I was following a generic best practice and trying out email subject lines that pique people’s interest and curiosity.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Education Services Group

AUGUST 4, 2021

Her Churn Crusher System helps SaaS companies uncover the hidden reasons behind their customer churn rates and develop ways to mitigate them – helping both their company and their customers thrive. The other is, surprisingly, the Founders of SaaS companies. That’s definitely one spot. One is Customer Success.

SaaS 52

SaaS Metrics Surveys Consulting 52

Education Services Group

JULY 20, 2021

Britt Layman (BL): Depending on what you’re automating, and who else internally is emailing the customer, it can definitely start going the way of spammy if you don’t have a good handle on an outreach schedule. Some concerns around customers feeling like they are being spammed. The other thing is what you’re sending.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Totango

JANUARY 24, 2019

The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. The word “obsession” represents the new standard in customer success best practices. These points include: Direct feedback via survey and satisfaction scores.

Upselling 54

Upselling Best practices Accountability SaaS 54

ChurnZero

DECEMBER 28, 2018

Part two of the series discusses how to shift from customer handoffs to knowledge transfers and prioritize bi-directional feedback loops with the information that is being collected during the transfer. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. This post continues on from the topic above.

Best practices 49

Best practices Metrics SaaS Sales 49

delighted

JUNE 13, 2019

In our context of customer feedback surveys, bias has a less loaded meaning: it is a “systematic error introduced into sampling or testing by selecting or encouraging one outcome or answer over others.” Sampling bias occurs when you only get feedback from a specific portion of your audience, ignoring all others.

Surveys 58

Surveys Feedback Construction Best practices 58

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. Bree: Definitely. What was the other category of metrics for onboarding that you definitely recommend those who manage the onboarding phase to track?

Metrics 98

Metrics SaaS Surveys Self service 98

CustomerSuccessBox

MARCH 14, 2022

Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. This learning series helps Customer Success Operations, Customer Operations, Customer Success leaders, and business analysts learn and apply practical statistics in real-world Customer Success applications.

Journey mapping 52

Journey mapping Accountability Construction Management 52

CSM Practice

FEBRUARY 24, 2020

The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. These requests may be in the form of customer questions, bug reports, training requests , or customer feedback. About CSM Practice.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. These requests may be in the form of customer questions, bug reports, training requests , or customer feedback. About CSM Practice.

Metrics 52

Metrics Accountability Surveys SaaS 52

ClientSuccess

NOVEMBER 21, 2017

It also involves executives on both sides, which will definitely move the needle one-way or the other. Engaging during important conversations or renewal discussions can also take this path, and CSMs should try to branch out to other departments or roles for maximum feedback and input. Ultimate Guide to SaaS Customer Success Metrics.

Upselling 50

Upselling Metrics SaaS Best practices 50

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. The roles we serve include designers (many definitions for this as well), product managers, engineers, business analysts, marketers and even C-level executives. We take product feedback very seriously at InVision. 8-9am COFFEE.

Management 84

Management Finance Enterprise Accountability 84

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

Education Services Group

MAY 27, 2022

Chase your customer’s definition of value. The SaaS and Customer Success industries love talking about value; sellers desire to deliver it and buyers desire to consume it. You need their feedback. Again, just looking at usage data isn’t enough to definitively declare value.) Ask them again.

Metrics 52

Metrics Accountability Feedback SaaS 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. Bree: Definitely. What was the other category of metrics for onboarding that you definitely recommend those who manage the onboarding phase to track?

Metrics 52

Metrics SaaS Surveys Self service 52

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. Is it retention, expansion, advocacy, product feedback, or service delivery? Like any SaaS platform, you get out of it what you put in. Customer Success Resource.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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. CSMs must be resilient and not take feedback personally, especially when challenging customers might not be the nicest individuals to work with.

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. Once this is understood, I’d recommend speaking with customers to collect feedback about what success actually looks like.

Feedback 40

Feedback Sales Metrics SaaS 40

SmartKarrot

NOVEMBER 16, 2022

The dynamics of relationships are fundamental to SaaS (Software As A Service) sales. Considering how sophisticated and expensive SaaS products are, it is critical to make sure that every customer gets the most out of their purchase. Accumulate and scrutinize client feedback. Skills to look out for in a client success specialist.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10

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

SmartKarrot

JANUARY 6, 2022

But, before that, let us look at the definition of conversation intelligence. This means lots of valuable feedbacks does not get analyzed. Feedback manager – through this feature, calls can be rated and offered feedback. What is conversation intelligence? Gong does not make its pricing public. Salient features.

Coaching 10

Coaching SaaS Benchmark Feedback 10