CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 128

Best practices SaaS Customer centricity Finance 128

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. 2. Base + BonusPlan.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Totango

DECEMBER 8, 2020

In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights. This makes CS team accountability easier and 1:1s more productive to ensure the team is meeting customer and company-wide goals. . Optimize One-on-Ones. Creating an agenda.

Accountability 94

Accountability SaaS Best practices Enterprise 94

Nicereply

NOVEMBER 23, 2023

Customer satisfaction is at the heart of successful Customer Experience (CX). Meeting these demands isn’t just a strategy; it’s essential for building trust and growing your brand. It sets a positive tone, aligns the team, and brings focus to the importance of customer satisfaction for the day ahead.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Plan, analyze, and understand your customer lifecycle.

SaaS 88

SaaS Upselling Best practices Customer retention 88

Totango

MARCH 4, 2022

Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. What is B2B Customer Service? Lost passwords.

B2B 93

B2B Customer Service Interactive Voice Response B2C 93

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. As we look ahead to a new year, now is the perfect time to take a step back and get back to the basics of customer success.

SaaS 88

SaaS Finance Customer centricity Metrics 88

ClientSuccess

MAY 18, 2021

But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. . Be constantly changing as new customers come on Board and others churn. . Ready to learn more?

Customer centricity 65

Customer centricity SaaS Feedback Marketing 65

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

SaaS 98

SaaS Customer centricity Accountability Education 98

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. Today’s customers demand more. And each customer’s experience will differ.

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SaaS Technical Support Customer centricity Sales 48

Anexa BPO

NOVEMBER 29, 2023

Technical debt slows the progress of SaaS and increases costs related to issues such as buggy software, increased maintenance, extended deadlines, and software patches. Contact Anexa today to see how we can support all your customer-centric activities.

Customer centricity 40

Customer centricity SaaS Engineering Enterprise 40

Answer Dash

JANUARY 8, 2020

Pearl Zhu, writing for Future of CIO , says that customer service is reactive, customer experience is interactive, and customer success is proactive. Sue Duris shares a similar opinion on M4 Communications’ blog. It’s why Paul Hagen says that both are integral parts of a “firm-wide customer-centric mindset.”

Customer Experience 67

Customer Experience Customer centricity Sales SaaS 67

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. Deep industry knowledge, customer understanding, or experience with similar products or customers gives candidates a competitive edge.

Education 52

Education Upselling Consulting Consulting 52

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Testing customer success skills.

Management 92

Management Upselling Coaching Best practices 92

ClientSuccess

NOVEMBER 29, 2017

SaaS companies, at their core, are created to deliver products to consumers to meet specific needs or address specific pain points. When a customer buys a SaaS product offering, they are essentially saying, “We believe this product can help us meet this need or address this paint point.” Jobs to Be Done Theory.

SaaS 40

SaaS B2C B2B Customer centricity 40

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product.

Management 59

Management Feedback Sales SaaS 59

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ProProfs Blog

OCTOBER 30, 2021

68% of customers trust feedback more when they see both positive and negative scores. Customers are likely to spend 31% more on a brand having excellent reviews. Hence, customer feedback is a crucial aspect of nurturing a customer-centric culture. What is Customer Feedback? Helps value customer opinions.

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Feedback Surveys Customer centricity Metrics 143

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? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. In this blog, we’ll learn how.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Amity

JUNE 27, 2018

Whether you’re new to Customer Success or always keen to learn more, this blog will give you tips, teach you about CS trends, and prepare you for the future of the Customer Success industry! Customer Success hasn’t been around for nearly as long as we tend to think. Self-Teaching in a New Industry.

Customer centricity 82

Customer centricity SaaS Education Best practices 82

Amity

APRIL 23, 2014

In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing thought-leadership content, there are multiple activities and responsibilities that have a direct connection to your customers.

Customer centricity 67

Customer centricity Surveys Management SaaS 67

Nicereply

NOVEMBER 2, 2023

” Loaded question: Unclear: ‘How would you rate our award-winning customer service?’ Improved: ‘How would you rate your experience with our customer service?’ Jargon-filled question: Unclear: ‘How satisfied are you with our new multi-tenant SaaS architecture and its auto-scaling capabilities?’ Product development issues.

Surveys 52

Surveys Feedback Accountability SaaS 52

ChurnZero

JULY 29, 2022

Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. The upsides of the customer success approach are unparalleled. Customer Success increases customer value.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

ClientSuccess

FEBRUARY 13, 2019

This doesn’t mean you should bring up renewals in the first kick-off meeting (and it’s probably better if you don’t) but it does mean that an account renewal should always be at the back of your mind. Blog Posts: Five Actions to Align Customer Success Goals. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Upselling 54

Upselling Accountability Customer centricity SaaS 54

ClientSuccess

OCTOBER 19, 2017

Jessica absolutely loves her customer success team. Let’s move forward with this week’s blog post! CSM from the Trenches – SoapBox Customer Success Team Shout-Out. To: Her Customer Success Team. What Makes the SoapBox Customer Success Team So Special? Company: SoapBox. Location: Toronto, Ontario.

Best practices 41

Best practices Customer centricity SaaS Metrics 41

ChurnZero

AUGUST 16, 2019

Be sure to map out any meetings, appointments or deadlines that will occur during your vacation. Avoid falling victim to the habit of just bumping meetings and deadlines to the following week – this will create a backlog of back-to-back appointments and will make your transition from sand to spreadsheets much more difficult!

Customer centricity 53

Customer centricity SaaS Sales Metrics 53

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. • Blog Posts. Are Your Customer Success Stories Being Heard? Exploring the Top 5 Benefits of Customer Success.

SaaS 80

SaaS Education Customer retention Sales 80

Vonage

JANUARY 16, 2017

They are the point of contact where customers and companies meet to resolve issues and buy products and services. Operating at their best, contact centres play a fundamental part in creating a positive customer experience. Then you can download our free guide ‘ Building the customer centric contact centre’ to find our more.

Customer Service 86

Customer Service Feedback Technology Customer centricity 86

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey ensures that all individuals and departments are on the same page when it comes to customer needs, customer handoffs and internal knowledge transfers , and most importantly, results. The Customer Lifecycle Begins The Moment a Sales Is Closed. Blog Posts.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

ProProfs Blog

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. What is Customer Satisfaction? Customer Satisfaction is a metric used to measure the happiness of customers after using your products and services.

Surveys 146

Surveys Feedback Metrics Customer retention 146

CSM Practice

JUNE 19, 2019

At CSM Practice, we have empowered a number of high growth organizations at this strategic stage by improving their scalability while increasing their lower customer segment satisfaction using a customer-centric approach. Customer Success Training Plan. Training as an On Going Strategy.

Education 67

Education SaaS Feedback Accountability 67

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Free Download: Mastering Omnichannel CX: A Success Guide.

Automotive 59

Automotive CRM Upselling Customer centricity 59

CSM Practice

FEBRUARY 20, 2020

As a result of the insights and resultant playbooks, the customer success team continually drives business outcomes for their clients at scale and in a proactive manner. This stage is the height of customer success maturity where the entire organization becomes customer-centric. Customer Intimacy Dashboard.

Analytics 52

Analytics Customer centricity Metrics Accountability 52