ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. Every company is different, which is why the same metrics may not apply across an entire industry.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ClientSuccess

SEPTEMBER 12, 2018

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?

Best practices 49

Best practices SaaS Metrics Personalization 49

ChurnZero

MARCH 11, 2020

This is a valuable practice that increases our ability to close new business. However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. Churn destroys SaaS business valuation. This may seem like an oversimplification, but trust me on this.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ClientSuccess

APRIL 18, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Because of the work you’ll put into a whiteboarding or outlining exercise, the areas you have control over will become more apparent. Step 4 – Create well-documented plans.

Best practices 48

Best practices Accountability SaaS Metrics 48

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 Metrics Matrix. A couple weeks back, I introduced the VoC Metrics Matrix. This one is easy to say but not always fully executed upon. Make it robust or keep it simple.

Metrics 52

Metrics Accountability Feedback SaaS 52

ClientSuccess

SEPTEMBER 26, 2018

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?

Best practices 40

Best practices SaaS Metrics Management 40

ClientSuccess

FEBRUARY 26, 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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

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. What are their metrics? How are they leveraging those metrics to make decisions and provide visibility internally? Ask about their goals.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

SmartKarrot

MAY 19, 2021

In the SaaS industry it is known that customers have high expectations. Customer success technology: In this segment, usage data, customer success metrics and tools are automated. Since aspects like health score , contract value, feedback forms, stage in customer journey and such metrics are available, CSMs can be responsive.

Best practices 10

Best practices B2B SaaS Enterprise 10

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. Making use of the Metrics.

Management 10

Management SaaS Upselling Metrics 10

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. To understand why, here’s a little thought exercise.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. To understand why, here’s a little thought exercise.

SaaS 52

SaaS B2B Upselling Metrics 52

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

ChurnZero

JANUARY 26, 2021

The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name). That information is captured in an Account Plan which is a different exercise and tool altogether. . They also provide an opportunity to bring in best practices. Simplicity is the name of Joint Success Plan game.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

JUNE 27, 2023

A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). We recently underwent this exercise ourselves at ChurnZero when the CX team re-segmented our entire customer base as part of a book shift. The answer is simple: you need a digital-first strategy.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

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

AWS Machine Learning

NOVEMBER 30, 2023

As democratization of foundation models (FMs) becomes more prevalent and demand for AI-augmented services increases, software as a service (SaaS) providers are looking to use machine learning (ML) platforms that support multiple tenants—for data scientists internal to their organization and external customers.

Chatbots 81

Chatbots SaaS Engineering APIs 81