JustCall

APRIL 5, 2023

As a manager, you an implement different processes to improve your customers’ experience and build customer loyalty, such as: Relationship marketing (wherein you reinforce their loyalty by offering them special discounts on your product or service subscriptions, send personalized email on special occasions etc. out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

ClientSuccess

NOVEMBER 26, 2018

While asking your current customers to participate in a case study or external marketing exercise might not sound like the first way to improve retention, it can actually work – if you phrase your ask the right way. Don’t just ask over email – host customers in person or at events for a more personal touch.

Marketing 56

Marketing Upselling SaaS Customer retention 56

CustomerSuccessBox

SEPTEMBER 4, 2019

If anything needs my immediate attention or a push I get in touch with the business user on call/email or in-person depending on the criticality of the matter, preferred channel of communication and the availability of SPOC. The Marketing team for facilitating case studies, success stories, best practice docks, etc.

SaaS 78

SaaS Accountability Best practices Finance 78

ChurnZero

AUGUST 2, 2019

With statistics like this , it’s not surprising that a strategy once reserved for food courts has spread to other industries ; SaaS is no exception. For SaaS based businesses, initial product usage has a major impact on long term Customer Success. Provide Seamless Personalization for All User s .

SaaS 58

SaaS Accountability Sales Personalization 58

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Personalize Communications . Personalize All Communications . Build a Customer Community.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

Genroe

FEBRUARY 18, 2015

We will explore these questions, example cases studies and provide some practical approaches in this informal breakfast session. Driving Customer Success with Net Promoter® metrics. You’ll join a small group of peers discussing latest case studies from the USA and Europe. Presented by. Adam Dorrell. Register Now.

B2B 45

B2B SaaS Consulting Consulting 45

Totango

JULY 24, 2020

The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Create Personalized Offers. Create Personalized Offers. Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Review and Enhance Features.

B2B 62

B2B Enterprise Best practices Upselling 62

Education Services Group

JUNE 29, 2019

If your business model is based on high acquisition, five percent churn might be sustainable, but most B2B SaaS businesses simply aren’t built that way. They’ll need to know who to contact if they have questions, but it also helps to lay the groundwork for the person likely to be contacting them over the course of their subscription.

SaaS 40

SaaS Upselling Customer retention B2B 40

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. So, include sections for personalized anecdotes in this template, such as a specific project a client is focusing on or a new release they just installed. Hope you’re good to go.

APIs 52

APIs Accountability SaaS Marketing 52

ChurnZero

SEPTEMBER 18, 2020

I don’t want to give it away since I’m doing a case study on it that I’ll publish soon. It doesn’t have to be more than once a year, but once a year would be a great starting point for most, especially B2B SaaS companies. . Q: Should discovery calls occur via phone, video calls, or in person?

B2B 64

B2B Metrics SaaS Sales 64

SmartKarrot

JUNE 11, 2020

This company strives to offer analytics solutions for SaaS companies and brought out a podcast by the name of Ramp. Go ahead and preach about your service, dust off your product and vendor comparison charts, offer a trial download, or a live demo, whichever works for you, and put out your best of case studies. Love and Light!

SaaS 11

SaaS Wireless Education Analytics 11

ChurnZero

FEBRUARY 26, 2021

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. “In Connecting people to understand the use cases person to person has been beneficial.”.

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

MARCH 9, 2023

Create and use metrics to gauge and monitor consumer loyalty and satisfaction. Manage discussions and escalations personally with the assistance of your direct reports. A successful SaaS firm is built on recurring revenue. To boost user adoption and customer engagement, understand and optimise the customer journey.

Upselling 19

Upselling Benchmark SaaS Accountability 19

ProProfs Blog

JUNE 30, 2020

Develop personal brand. It’s nice to know that average IQ doesn’t limit a person to average performance. I include case studies of role-model companies that will inspire any organization to kick-start its own revolution… an amazement revolution!”. View critics at workplace. ” –Newsday.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. Personalized engagement at scale (sans first-name mail merges) optimize business impact .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

JustCall

APRIL 13, 2020

For this, you should be on top of what’s happening at every person’s end. The switch from pitching in-person to communicating virtually can be hard. Further, find out if there are any prospects downloading case studies or e-books. Personalize Your Communication with Prospects (Use Customized Video Pitches) .

Sales 98

Sales CRM Analytics Chatbots 98

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. I recognized that in SaaS you had to have a more pervasive accountability to the customer.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Comm100

SEPTEMBER 22, 2016

The second edition, updated with case studies and additional resources, will show you how to be, “persuasive, not abrasive.” Packed with quality case studies on massively successful companies, ranging from Home Depot to Sharp Electronics, this book will have you inspired to create your own customer loyalty program today.

Customer Service 70

Customer Service Gamification Consulting Consulting 70

aircall

MARCH 27, 2017

For the purposes of illustrating this article, we’ll take the example of an SaaS company providing marketing automation services. Paige’s organization is still quite small, and she’s the only person on the marketing team. s strategy which might not have been obvious without the AARRR metrics model. Identify customer touchpoints.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

Kayako

DECEMBER 31, 2015

A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The Five Elements of a Perfect SaaS Support System , by Emeric Ernoult. Get personal with your customer by asking “why” five times.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

AWS Machine Learning

JUNE 16, 2022

Zendesk is a SaaS company that builds support, sales, and customer engagement software for everyone, with simplicity as the foundation. Customers like Zendesk have built successful, high-scale software as a service (SaaS) businesses on Amazon Web Services (AWS). Take for example the use case of customer support platforms.

SaaS 121

SaaS Engineering Personalization Enterprise 121

CSM Practice

JUNE 4, 2021

Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. . As a Customer Success team leader, Sasaki uses two of the above metrics in his period employee reviews: . Net promoter score (NPS).

SaaS 52

SaaS Upselling Metrics CRM 52

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. Making use of the Metrics. This role is now widely known as customer success manager (CSM).

Management 10

Management SaaS Upselling Metrics 10

SmartKarrot

MAY 28, 2021

Service companies need to work like SaaS companies by keeping customer success at the core. This metric is an evaluation of all your departments. For example, continuing the digital marketing agency scenario- you can share case studies of what worked for clients who are similar to them with tangible facts. Bottom Line.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

FEBRUARY 2, 2021

Triggers Faster Responses Reduces Churn Rate Increases Lead Generation Collects Insights and Preferences Channelizes Applications and Platforms Boosts up the Productivity Score Lessens Mistakes and No added Costs Streamlines Business Workflow Personalizes Interactions Optimizes Solutions Instantly. Personalizes Interactions.

Customer Experience 8

Customer Experience SaaS Wait times Chatbots 8

ClientSuccess

DECEMBER 23, 2019

Customer sentiment and satisfaction with the different touch points and engagements with a vendor is called the Customer Experience , aka CX, and it’s one of the main pillars of customer success for any SaaS organization. Think about video chatting with customers whenever possible or setting up in-person meetings if schedules allow for it.

Customer Experience 78

Customer Experience SaaS Chatbots Accountability 78

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. But the metric that is prioritized the most shows the focus of the organization and what different teams in the company should prioritize. Or should there even be targets?

Upselling 52

Upselling Metrics SaaS APIs 52

ClientSuccess

DECEMBER 23, 2019

Customer sentiment and satisfaction with the different touch points and engagements with a vendor is called the Customer Experience , aka CX, and it’s one of the main pillars of customer success for any SaaS organization. Think about video chatting with customers whenever possible or setting up in-person meetings if schedules allow for it.

Customer Experience 69

Customer Experience SaaS Chatbots Accountability 69

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. Now, imagine having a great SaaS product where you are already providing the top-notch customer support, and somehow when the day of renewal comes your customer refuses to renew your subscription. Account Health.

Management 52

Management Upselling SaaS Accountability 52

ClientSuccess

JULY 16, 2021

Simply put, a Customer Health Score is a metric-based scoring mechanism used to predict customer sentiment and behaviors. Determining Your Perfect Metrics. In fact many companies will go for a “less is more” approach and start with 3 – 4 metric categories that make sense for their business. Engagement.

Construction 52

Construction Metrics Customer retention Surveys 52

ClientSuccess

FEBRUARY 27, 2018

Every single person at an organization touches the customer lifecycle , whether it’s marketing at the pre-buying stage or product in the adoption stage. Align Handoffs, Data Collection, and Success Metrics Between Departments. Outcomes (Value Realization) : What are some quantifiable metrics a customer has seen?

Metrics 40

Metrics Journey mapping Coaching SaaS 40

Education Services Group

FEBRUARY 19, 2019

Some SaaS products are designed to improve the day-to-day operations of a business, so their TTV will be near zero. To keep up your business’ momentum and show your customers the ROI that you offer, you need to keep track of your TTV as a key metric. Case Studies. Why Measuring TTV Matters. That’s the role of onboarding.

SaaS 40

SaaS Accountability Sales Metrics 40

ClientSuccess

JANUARY 24, 2019

Be proactive before the role or personal change. For example, bring in a person from the marketing team during adoption or value realization even though they likely won’t be participating in a case study for some time. eBooks: Ultimate Guide to SaaS Customer Success Metrics. That is always awkward.

Journey mapping 46

Journey mapping Best practices Accountability Sales 46

Nicereply

DECEMBER 10, 2020

Among their most recent accomplishments are a successfully raised $59M seed round from earlier this year as well as being listed in a prestigious list of 1000 fastest-growing SaaS businesses in the world. You can learn more about how Front uses Nicereply to provide a seamless experience in a case study we published last year.

Surveys 52

Surveys Feedback APIs call center solutions 52

Amity

MAY 25, 2016

Also, the opportunity to be a part of a SaaS company really allowed me to progress, get new opportunities, and create new skillsets which has led me to this stage now, leading this team. Considering we are a SaaS organization and where we wanted to take those two customer-facing teams, we knew it was the right thing to do, and it has been.

Best practices 90

Best practices Metrics Sales SaaS 90

Talkdesk

JUNE 1, 2016

JASON : I’ve invested in 21 SaaS companies. The later adopters want to see case studies and to see that it really works. I’ve become a fan of looking at B2B products in the way you would look at B2C products; that is, measuring smaller metrics like time in app and daily active users. We’re long-term oriented.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

Amity

JUNE 10, 2014

The reality is that CSMs will adapt their customer delivery approach depending on their work experience, skills and personality. All these uncontrolled elements often lead to unpredictable delivery outcome. I see these in the form of automated workflows. If you have any questions for Amity or Daniella, we would love to field them!

Upselling 48

Upselling Engineering Analytics Metrics 48