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. Anita Toth (AT): I have two groups that I typically work with.

SaaS 52

SaaS Metrics Surveys Consulting 52

ClientSuccess

NOVEMBER 15, 2017

Traditions and processes are often different between different countries or regional areas, and these exercises can often fix or control issues before they become a problem. For more information on best practices of great customer success leaders, check out these ClientSuccess resources: eBooks. Why Is It Important? Blog Posts.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

delighted

AUGUST 9, 2019

This feedback serves as evidence to help convince new customers that your brand is worth their while. That means that if you have 100,000 unique visitors landing on your website monthly, 91,000 of those unique visitors will treat the customer feedback on your site as if they heard it from someone in their close personal circle.

Marketing 50

Marketing Surveys Feedback Advertising 50

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. At this stage, your CSM needs to go beyond analyzing feedback into discovering new business outcomes for your customers. About CSM Practice. To prevent churn, the CSM needs to be proactive to customer needs.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

ClientSuccess

JULY 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. Each customer is different but by going through that exercise, we engage with customers at the right frequency for both the customer and the CSM.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Education Services Group

MAY 27, 2022

Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise. 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. Ask them again.

Metrics 52

Metrics Accountability Feedback SaaS 52

SmartKarrot

MAY 19, 2021

In the SaaS industry it is known that customers have high expectations. Since aspects like health score , contract value, feedback forms, stage in customer journey and such metrics are available, CSMs can be responsive. Best Practices in Tech-Touch Customer Success. In any practice, it is not new to become distracted.

Best practices 10

Best practices B2B SaaS Enterprise 10

SmartKarrot

APRIL 20, 2023

These playbooks contain step-by-step procedures, best practices, and strategies to ensure customer success. The book is also supposed to have the best practices for communicating with customers during the process of customer renewal, along with renewal proposals and the communication templates.

Chatbots 19

Chatbots Analytics Upselling CRM 19

SmartKarrot

MAY 19, 2020

Ever since the boom of the SaaS industry in the past decade, client success and client success manager skills has become the key strategies of the companies who want to maintain a long term relationship with their customers. The whole steps taken for this exercise are shown in the below exhibit. Source: Businesswire.

Management 10

Management SaaS Upselling Metrics 10

ChurnZero

JANUARY 28, 2022

SaaS is fast paced and everchanging, much like your organization’s tech stack. Collect feedback and adapt. Playing show-and-tell with your new software too early can lead to extraneous feedback, unclear expectations, and a headache for you. Collect Feedback and Adapt. Your team’s feedback is invaluable.

SaaS 98

SaaS Feedback Coaching Education 98

ChurnZero

JANUARY 3, 2023

They got the headache of serving this customer, the justification exercise when the inevitable issues came to light, and the “ding” for the churn. If a customer churns after one year—especially in B2B SaaS—that means the company spent time, energy, and money serving that customer only to lose money on them. And Customer Success?

Sales 98

Sales Engineering Best practices Government 98

ChurnZero

JUNE 27, 2023

We recently underwent this exercise ourselves at ChurnZero when the CX team re-segmented our entire customer base as part of a book shift. A best practice is to keep your customer journey map to a single page. Be sure to include a feedback loop for customers. This affects your customer segmentation strategy.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Eptica

NOVEMBER 14, 2018

After a year in her job, we interviewed her about what the role covers, customer feedback and plans for the future. We know that it is important that customers are happy with the service received as well as the product, so I’ve run feedback exercises with them and used that to further improve how we operate.

Best practices 62

Best practices Feedback SaaS Marketing 62

AWS Machine Learning

MARCH 28, 2024

A number of techniques are typically used to improve the accuracy and performance of an LLM’s output, such as fine-tuning with parameter efficient fine-tuning (PEFT) , reinforcement learning from human feedback (RLHF) , and performing knowledge distillation.

Telecommunications 111

Telecommunications Healthcare Transportation Accountability 111

Education Services Group

DECEMBER 10, 2019

We know that we’re one of the most important components to a company’s continued longevity — especially in this SaaS-heavy economy. We know that we eat a lot of bad food and we don’t exercise enough. Ask a spouse or partner (but be prepared for more honest feedback than you might have been expecting). Part 2: Strengths.

Education 40

Education SaaS Coaching Personalization 40