ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. With Customer Experience talent, communication style, and ability to upsell/renew without being or seeming “salesy” are also skills we tend to look for. There are still advantages to working in person.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

CustomerSuccessBox

FEBRUARY 28, 2022

This is a customer engagement model which helps SaaS businesses drive growth. SaaS firms interested in using the LAER model, to track customer success, should first learn about each phase. Simply put, this stage indicates the typical sales method for introducing a customer to a product or service. What is a LAER model?

Upselling 52

Upselling Customer advocacy SaaS Education 52

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals , customer journey maps, health scores , segmentation , QBRs and much more. We’ll help you find your path to success.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Hence, a CSM should coach the customers to use the sticky features as it will lead to the customers achieving their goals faster and also increase product adoption. Guide Sales on “right fit customers”.

Management 67

Management Upselling SaaS Sales 67

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Sales, marketing, product, support, and, of course, customer success will all be part of the ecosystem. It’s all about coaching people to do things differently in customer success. Congratulations! So, where should you begin?

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

ChurnZero

APRIL 26, 2019

Read on to discover how thinking like a Human Resources Manager, introducing your product early, and leveraging a coaching or shadowing program can turbocharge your onboarding experience. . Look beyond the typical CS metrics (such as renewals or upsells) and be ready to answer questions around ramp-up times and training delivery methods.

Coaching 58

Coaching Metrics Upselling SaaS 58

SmartKarrot

NOVEMBER 8, 2022

Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Proactively guide the performance of each team member against pre-defined KPIs and mitigate risks through skills coaching as required. Apply here: [link]. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members. Their success is the success.

Upselling 19

Upselling Coaching Best practices Consulting 19

Help Scout

SEPTEMBER 18, 2018

To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. The Support-Driven Growth model eliminates BDRs and SDRs , who focus on generating and then moving leads into the sales funnel.

Coaching 40

Coaching Customer centricity Upselling Sales 40

CustomerSuccessBox

JANUARY 24, 2019

All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers. On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue).

Customer Support 67

Customer Support Upselling SaaS Transportation 67

SmartKarrot

DECEMBER 6, 2022

Role: Director, Customer Success Location: Open Hall, NL, Canada Organization: Security Compass As a Director, Customer Success, you will hire, coach, and develop a high-performing CS team to drive adoption, health, and retention. Own the fleet customer journey (post-sale, implementation, opportunities, etc.).

Coaching 19

Coaching Education Government Upselling 19

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

MARCH 9, 2023

Work directly with our leadership in Sales, Engineering, Product, and Support to engage current customers in defining goals and success criteria and using our product features to help them be met. Control important team KPIs, including churn, upsells, adoption, and activity management.

Upselling 19

Upselling Benchmark SaaS Accountability 19

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

SmartKarrot

OCTOBER 27, 2022

Build, develop, and lead a team of CSMs serving as Giving Success Coaches to engage customers to drive outcomes. Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities. Represent the voice of the customer to inform the sales process and product roadmap. testimonials, case studies).

Upselling 19

Upselling SaaS Coaching Best practices 19

SmartKarrot

MARCH 8, 2022

An exceptional thought leader and a brilliant coach to thousands of executives, Allison Pickens, is a leading expert on recurring revenue growth. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. to career growth through individual coaching and mentoring.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

JustCall

FEBRUARY 11, 2022

Bagging a sales job is like closing a sales deal. Good news is you can master both getting a sales jobs and making sales pitches. So, if you’re eyeing a new sales role, you’ve come to the right place. In this guide, you’ll learn everything about how to land a high-value sales job.

Sales 52

Sales B2C call center software B2B 52

SmartKarrot

DECEMBER 29, 2021

It is one of the most crucial aspects on which the entire B2B SaaS community depends. . But the problem starts when the B2B SaaS organizations need to forecast renewals. It is not like your regular forecasting for new net sales. This will help with understanding cross-selling and upselling opportunities. Final Thoughts

B2B 10

B2B SaaS Upselling Metrics 10

SmartKarrot

NOVEMBER 16, 2022

The dynamics of relationships are fundamental to SaaS (Software As A Service) sales. No transaction is enormously successful until the customer has fulfilled their end of the bargain (perhaps with an upsell or two along the way). . For this purpose, they need to keep an eye on every upselling and cross-selling opportunity.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10

SmartKarrot

APRIL 21, 2021

Ensure having scorecard metrics that tell an accurate and complete story of what is going on with customer operations (and all SaaS recurring revenue). Drive and measure key performance metrics of this account such as volume trends, upsells, at risk activities, pipeline management, and the overall health of the relationship.

Upselling 10

Upselling Metrics Accountability SaaS 10

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. And we thought, who better to ask than those that chose to invest in us along the way.

SaaS 98

SaaS Metrics Sales Marketing 98

SmartKarrot

MARCH 14, 2022

Analyze client behavior in order to develop workflows to successfully address high-risk behavior as well as potential upsell behavior. Collaborate closely with new business sales leadership and their teams to ensure new clients are properly transitioned to the AM/CS teams. Coach and develop team members with a hands-on approach.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. Other Departments . The Bottom Line.

Upselling 52

Upselling Accountability SaaS Coaching 52

Babelforce

NOVEMBER 30, 2022

Conformance is a measure used by contact centers which shows what percentage of their paid time a given agent spends working (including things like paid breaks, coaching sessions and meetings). This is distinct from SaaS, which is more likely to be billed flexibly than ASP software. Call center coaching. Conformance.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Amity

JANUARY 27, 2016

A Customer success platform delivers economic benefits in three ways: they reduce churn, drive up-sells, and drive sales through secondary revenue and referrals. In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. • SaaS Startups Can Reduce Churn with Better Customer Success.

Upselling 57

Upselling SaaS Best practices Sales 57

Amity

MAY 9, 2016

When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). I really loved the combination: it was part consultant, part sales, and I really enjoyed that aspect of the job. We’re a pretty lean team, and we sit right between Sales and Customer Success.

Coaching 56

Coaching Upselling Accountability Sales 56

Amity

MAY 12, 2014

Founders adjust their product offerings, sales and marketing strategies, and sometimes even business models in order to pursue opportunities that materialized only after the company was chasing something else. Your management system should include metrics, training, coaching, and job aids to help set and reinforce the new habit.

Upselling 51

Upselling Sales Coaching Marketing 51

SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? SaaStr – Regarded as the largest web community of SaaS entrepreneurs and founders, it sees a monthly average of 2.5 Tomasz Tunguz : Tomasz, a venture capitalist at Redpoint , covers many topics about the SaaS business, including customer success. Yes, you got it.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

Netomi

FEBRUARY 28, 2022

A world-renowned expert in customer retention, upsells, cross-sells, and customer value strategies and methodologies, Irit is the Chief Customer Officer and CEO of CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy. Connect with Gemma . Connect with Kristen. Connect with Kristi.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

JustCall

MARCH 29, 2022

Revenue generation, for the longest time, was exclusively a sales and marketing role. This evolution is largely driven by the new subscription based models which has seen an extensive adoption across the SaaS industry. Perfecting upsell and cross sell . The Evolution of the Support Function. Ramping up training .

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98