ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs.

Education 52

Education Upselling Consulting Consulting 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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics Upselling SaaS Accountability 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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

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. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ChurnZero

FEBRUARY 4, 2022

Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. But being concise is a priority when presenting to your investors and board. Customer retention.

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Metrics Consulting Consulting Best practices 98

ChurnZero

FEBRUARY 23, 2023

This blog post aims to help you with that. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

This blog post aims to help you with that. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ClientSuccess

APRIL 17, 2019

About the Presenter. Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 45

SaaS B2B Upselling Engineering 45

ClientSuccess

APRIL 17, 2019

About the Presenter. Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 40

SaaS B2B Upselling Engineering 40

CustomerSuccessBox

JULY 8, 2020

We had Jay Nathan , Founding & Managing Partner, Customer Imperative and Andrew Marks , Founder, President and COO, SuccessHacker speak to Puneet Kataria , Founder & CEO, CustomerSuccessBox about the role of customer success in driving SaaS businesses during a lockdown. Consulting. Can non-payments be a risk? Discounting.

Customer retention 52

Customer retention SaaS Consulting Consulting 52

ChurnZero

FEBRUARY 26, 2021

Once feedback is organized into themes, appoint a CSM to represent the voice of the customer and present the requests to the Product team on a monthly or quarterly basis. “If They stack rank their laundry list of feedback and present it to the Product team each quarter. Blog: The SaaS Debate: Who Owns the Renewal and Upsell?

Management 59

Management Feedback Sales SaaS 59

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They also frequently must make decisions in the moment when interacting with customers without having the opportunity to consult with their team or supervisor. Time Management.

Management 91

Management Upselling Coaching Best practices 91

ClientSuccess

OCTOBER 10, 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 are one to three books, blogs, or thought leaders that have greatly influenced your career, and why? Ultimate Guide to SaaS Customer Success Metrics.

Best practices 40

Best practices SaaS Consulting Consulting 40

ClientSuccess

OCTOBER 8, 2018

Greg Daines, the webinar presenter, is highly-rated speaker at the CS100 Summit , a Customer Success Leadership Summit. Greg also helps SaaS customer success leaders increase retention, accelerate sales, and reignite growth by thinking differently about how they approach customer success. Your Presenter.

Customer centricity 40

Customer centricity SaaS Best practices Consulting 40

Mindtouch

APRIL 17, 2017

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Nils Vinje , Glide Consulting, World Class Customer Success for SaaS Startups, @NilsVinje, LinkedIn. The post Announcing the TOP 25 Customer Success Influencers of 2017 appeared first on MindTouch Blog.

SaaS 81

SaaS Consulting Consulting Marketing 81

Amity

NOVEMBER 28, 2018

Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. I started my career at SAP as product support, and then went on to be a consultant. When we first launched our SaaS model, our user persona was defined as a system administrator.

Coaching 106

Coaching SaaS Metrics Accountability 106

ClientSuccess

APRIL 5, 2018

It doesn’t seem like it at the time, but one of the worst things you can do is start reacting to customer requests for training by throwing consultants and customer success managers at the problem. Your Presenter. Bill Cushard is a dynamic speaker and a recognized top customer success strategist and SaaS thought leader.

Education 42

Education SaaS B2B Consulting 42

Natalie Petouhof

OCTOBER 12, 2016

The Constellation ShortList  presents vendors in different categories of the market relevant to early adopters. With SaaS solutions, the SI’s role is changing to focus on strategy, tactics and choosing technology. Enterprise Service Providers / System Integrators / Management Consultants:  . Boston Consulting Group .

Customer Experience 45

Customer Experience Journey mapping Consulting Consulting 45

aircall

FEBRUARY 2, 2018

Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. Especially at SaaS companies, support often means assisting customers “hands-on,” but house calls are simply out of the question (I need not enumerate the reasons why).

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Customer Support Multichannel First call resolution Analytics 103

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. The key is being consultative and guide customers to their outcomes. Being on the CSM frontline allows us to directly influence the success of our clients.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ClientSuccess

AUGUST 18, 2018

Jamey Jeff, the webinar presenter, is a former Chief Customer Officer with over 20 years experience as a client services executive. Your Presenter. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report. What the top performing customer success teams are measuring.

Chief Customer Officer 40

Chief Customer Officer B2B SaaS Consulting 40

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. In many ways, Customer Success has become synonymous to SaaS. The Main Differences Between SaaS and On-Premise Customer Success Programs.

SaaS 40

SaaS Accountability Metrics Enterprise 40

ClientSuccess

JULY 14, 2017

Your Presenters. He previously served as principal consultant for Service Excellence Partners, a firm helping subscription-based technology companies retain and grow customer relationships. Register for the recorded webinar here: The Customer Success Trust Framework. He currently leads all U.S. Request a ClientSuccess demo.

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SaaS Best practices Consulting Consulting 41

SmartKarrot

JANUARY 5, 2021

While all care has been taken to ensure our selection (presented in no particular order) is free of bias, we understand we might have had our blind spots. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Lincoln Murphy. Allison Pickens. Dave Jackson. Mikael Blaisdell.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. These efforts are geared towards presenting viable solutions to the challenges of building customer success at scale. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

ClientSuccess

NOVEMBER 29, 2017

Your Presenter. Greg Daines is the CEO of Client Velocity, a highly sought after B2B customer success consulting firm. Why customer behavior is more important than technology. Why your customer success team should be in the change management business. Customer Success as a Culture: Product Leaders Edition. Request a ClientSuccess demo.

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B2B SaaS Consulting Consulting 41

ChurnZero

JULY 29, 2022

With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. I’ve seen how it can help SaaS leaders unlock increased customer value attainment, higher net revenue retention (NRR) and accelerated product-led growth. SaaS companies operate on subscription terms.

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SaaS Customer centricity Upselling Accountability 98

ChurnZero

NOVEMBER 9, 2018

The following is a guest blog post by Kayleigh Alexandra content writer for Micro Startups. . Because the subscription-based SaaS model makes it necessary to look at the long-term value of a customer, it’s not enough to convince someone to buy once and then forget about them.

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Customer Service SaaS Customer retention Morale 45

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Amarachi Ogueji. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ClientSuccess

OCTOBER 2, 2019

The role is present in many businesses, but its goals are based on sales quotas, rather than an intimate knowledge of the metrics tied to a customer’s position in the marketplace. Their appearance and recent popularity emerged as the software-as-a-service (SaaS) has shaped a distinct customer lifecycle.

Accountability 47

Accountability Management Upselling SaaS 47

CSM Practice

OCTOBER 7, 2019

In the first blog of this series, we discussed the importance of being proactive as a Customer Success manager (CSM). Click here to catch up on our first blog in this series. Other Presentation Templates. CSM Documentation. You can document: Playbooks (Step by Step). Email Templates. Success Plan. QBR Slides. Spreadsheets.

SaaS 40

SaaS Management Accountability Technology 40

Amity

AUGUST 19, 2014

Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes. Accruing experience at SaaS companies will confer a significant advantage over other job seekers.

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SaaS Chief Customer Officer CRM Consulting 48

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). His company Practical CSM Academy provides global customer success management consulting, training and certification services. Lincoln Murphy. Kristi Faltorusso.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. Visually presenting a company or accounts in the red to other teams is an efficient way to garner cross-departmental support and drive action. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Monitor Growth.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. Visually presenting a company or accounts in the red to other teams is an efficient way to garner cross-departmental support and drive action. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Monitor Growth.

Metrics 52

Metrics Accountability Surveys SaaS 52

ClientSuccess

NOVEMBER 21, 2017

For those just joining my blog series CSM from the Trenches , welcome. Let’s move forward with this week’s blog post! Below is that list: What’s it like being a CS consultant now vs. previous experience as a VP of CS? Ultimate Guide to SaaS Customer Success Metrics. Details below for how to get started.

Best practices 42

Best practices SaaS Consulting Consulting 42

CSM Practice

FEBRUARY 20, 2020

Put the data at the fingertips of existing teams and present clear visualizations of the data for cohorts, individual clients, and metrics for easier comprehension. The solutions include attaching a description for the data being presented, highlighting appropriate use guidelines, and establishing channels for further inquiries.

Analytics 52

Analytics Customer centricity Metrics Accountability 52