CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

MARCH 8, 2022

Providing a forum to share CS strategies, tips, and best practices. Nine Best Customer Success Communities in 2022. As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. It also seeks to stimulate discussion of best practices.

Best practices 116

Best practices SaaS B2B Marketing 116

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Following best practices to automate retention can optimize renewal rates.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. What functions the interaction serves.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Is a QBR? What Makes a Great QBR?

SaaS 106

SaaS Technical Support Benchmark Accountability 106

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

SEPTEMBER 1, 2020

The reality is that virtual events will be the norm going forward, at least in the short term. Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behind a webcam. There is, however, a silver lining.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

CustomerSuccessBox

AUGUST 23, 2021

This 4 day conference brings together leaders from product management, creative SaaS marketing and startup founders. It is a high energy event for associates who are keen to learn the tactics to grow their business. The event will include insights from various CX leaders. This event will be beneficial for your whole team.

SaaS 52

SaaS Education Best practices Marketing 52

JustCall

MAY 23, 2023

The customer experience industry is undergoing a paradigm shift, driven by technological advancements and evolving customer expectations. The focus this year will largely be around the themes of digital transformation and innovation, the growing role of Generative AI and emerging tech, and top industry insights as well as best practices.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Totango

NOVEMBER 22, 2017

We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Customer centricity 84

Customer centricity SaaS Best practices Enterprise 84

SmartKarrot

MARCH 17, 2022

While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. 10 B2B Loyalty Program Best Practices in 2022. To optimize B2B loyalty programs, you need to keep certain best practices in mind. B2B businesses need to reward their loyal clients frequently.

Best practices 10

Best practices B2B B2C SaaS 10

SmartKarrot

FEBRUARY 12, 2021

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. All That SaaS. The blog is run by Dan Decker, a SaaS industry expert. . contact-form-7].

SaaS 23

SaaS B2B Metrics Sales 23

Calabrio

JANUARY 12, 2020

Jenny helped accelerate Calabrio’s hyper-growth mode while rapidly transitioning it to a Software-as-a-Service (SaaS) business model. She had to do it while also accelerating Calabrio’s transition to a SaaS business model—a decision with significant repercussions on financial forecasting and reporting, and product and business decisions.

SaaS 52

SaaS Finance CRM Best practices 52

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Didn’t attend?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

CustomerSuccessBox

DECEMBER 6, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. and supporting a number of B2B SaaS companies and investors in building CS as a company-wide capability.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Totango

JUNE 6, 2018

Notably, over 50% of the attendees at TSIA’s Spring Technology & Services World (TSW) event this year were in customer success. The event focused on how to take customer data and turn it into actionable insights using new technologies and increasing collaboration among sales and service. Customer Success Buzz at TSW.

SaaS 48

SaaS Best practices Sales Technology 48

Education Services Group

FEBRUARY 9, 2021

Now, we are putting them head-to-head against the CRMs we know and love, to see which tech tool will take home the championship title of Best Software for Customer Success. In one corner, we have legacy sales technology – hard-hitting, hardworking CRMs (think Salesforce, Hubspot CRM, or Zoho). Say that five times fast!) Your customer.

CRM 52

CRM Best practices Sales Banking 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). Let’s assume that a growing SaaS firm acquires more customers, hires more employees, and increased the number of all other key stakeholders. For SaaS businesses, it should be the motto to live by. VALUE ’ is important.

SaaS 52

SaaS Metrics Accountability Upselling 52

Totango

JUNE 4, 2021

We’ll also show you how technology can help you automate your engagement strategy. By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. Use your customer journey map to plan events that trigger customized offers. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

Calabrio

NOVEMBER 8, 2019

Jenny helped accelerate Calabrio’s hyper-growth mode while rapidly transitioning it to a Software-as-a-Service (SaaS) business model. She had to do it while also accelerating Calabrio’s transition to a SaaS business model—a decision with significant repercussions on financial forecasting and reporting, and product and business decisions.

SaaS 40

SaaS Finance CRM Best practices 40

Calabrio

NOVEMBER 7, 2019

Jenny helped accelerate Calabrio’s hyper-growth mode while rapidly transitioning it to a Software-as-a-Service (SaaS) business model. She had to do it while also accelerating Calabrio’s transition to a SaaS business model—a decision with significant repercussions on financial forecasting and reporting, and product and business decisions.

SaaS 40

SaaS Finance CRM Best practices 40

Totango

NOVEMBER 22, 2017

We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Customer centricity 48

Customer centricity SaaS Best practices Enterprise 48

CSM Practice

FEBRUARY 24, 2020

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. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics Upselling SaaS Accountability 52

ChurnZero

DECEMBER 2, 2021

RYG events started as local Customer Success meetups (now called RYG Leadership Hours ), which provided a casual and intimate setting for Customer Success leaders to talk shop. The misunderstanding stems from a situation where people tend to focus first on the technology. That’s a really common mistake for companies to make.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

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. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

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. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics SaaS Customer retention Upselling 52

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

JustCall

MARCH 8, 2023

Her bestselling book, “The Customer Of The Future”, was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19 and won a top 5 spot on Book Authority’s list of the “Top 100 Future Of Technology Books of All-Time” in 2021. Follow Blake on LinkedIn 5.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

ClientSuccess

JULY 14, 2017

This event was a “fireside chat” format where the conversation was live and open to questions and comments throughout the hour while centered around the power of building trust with customers. This webinar involved live participant involvement on customer success best practices & strategy and took place on Tuesday, July 25th at 11am MT.

SaaS 41

SaaS Best practices Consulting Consulting 41

Callminer

AUGUST 1, 2017

Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Talkdesk

JULY 27, 2017

This means everyone needs to be using the tools they have on hand to the best of their ability. As a Services Partner, you get access to best practices, technology and methodology training, as well as other resources to successfully implement the Talkdesk platform and ensure continued customer success. Interested?

Consulting 42

Consulting Consulting call center solutions SaaS 42

CSM Practice

FEBRUARY 24, 2020

Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. 3 New Customer Onboarding Best Practices: [link]. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Talkdesk

JULY 27, 2017

This means everyone needs to be using the tools they have on hand to the best of their ability. As a Services Partner, you get access to best practices, technology and methodology training, as well as other resources to successfully implement the Talkdesk platform and ensure continued customer success. Interested?

Consulting 40

Consulting Consulting call center solutions SaaS 40

AWS Machine Learning

MARCH 21, 2023

Therefore, organizations have adopted technology best practices, including microservice architecture, MLOps, DevOps, and more, to improve delivery time, reduce defects, and increase employee productivity. This post introduces a best practice for managing custom code within your Amazon SageMaker Data Wrangler workflow.

Scripts 62

Scripts Banking APIs Best practices 62

ChurnZero

JULY 2, 2020

SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. There’s also a practical reasoning for this too. Even most of our onboarding happens in the community because there are a lot of best practices and how-to content.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98