Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. And there’s so many metrics you can track !

Metrics 80

Metrics SaaS Surveys Enterprise 80

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? Just what does a customer success manager do?

Management 91

Management Upselling Coaching Best practices 91

ChurnZero

JUNE 12, 2020

As its own function, Customer Success Operations can advance strategy initiatives around the customer experience as well as manage renewal forecasts, data analytic systems, and process implementation. SaaS businesses typically begin to invest in Customer Success Operations when they reach around $10 million in revenue.

SaaS 80

SaaS Metrics Customer retention Analytics 80

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Customer success is the practice of ensuring that your customers achieve their desired outcomes while using your product or service. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ClientSuccess

MARCH 21, 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? Question 1. Question 7.

Customer Experience 40

Customer Experience Best practices SaaS Engineering 40

Education Services Group

JULY 20, 2021

Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week. Take back that time spend copying records over and let the CSMs focus more on that next set of action items. Can they co-exist?

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

SmartKarrot

APRIL 18, 2023

.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. As your customer base grows, business leaders must know the latest and best practices to ensure low customer churn rates and high product renewals.

Upselling 10

Upselling Best practices CRM SaaS 10