ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. Customers Demand Value. “ #SaaS business models are evolving in the performance economy. Figure Out Your Payback Period of When A Customer Becomes Profitable.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

ChurnZero

DECEMBER 29, 2020

Learn how to spot the signs that it’s time to revamp your onboarding as well as the dos and don’ts of improving the most influential phase of your customer’s journey. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. You can watch all the on-demand sessions from the conference now.)

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. SaaS customers are only using 50% of the licenses that they buy- @markroberge. The post Top 10 Customer Success Takeaways from SaaStr Annual 2021 appeared first on ChurnZero.

SaaS 95

SaaS B2B Customer retention Sales 95

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Then be sure to register for BIG RYG , ChurnZero’s upcoming virtual conference built for current and future leaders in Customer Success. . . Customer Success Around the Web.

SaaS 59

SaaS Metrics Best practices Customer retention 59

ChurnZero

NOVEMBER 16, 2018

Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. For those of you that might not know – this is the premier Customer Success conference in Europe. Customer Success is one of the fastest growing professions in the modern economy.

SaaS 49

SaaS Customer retention Customer Support Enterprise 49

ClientSuccess

MARCH 20, 2019

These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. In the ‘customer success metrics’ blogs that will follow, I will dive deeper into each category with examples and formulas. Financial Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

SmartKarrot

FEBRUARY 15, 2022

Success in SaaS is not as easy as it seems. Boosting sales and acquiring customers will not be sufficient. You need to retain customers, and the best way to do that is with winning customer success strategies. A key aspect of customer retention and customer success is ensuring you get customer loyalty.

SaaS 10

SaaS Education Upselling Technical Support 10

Amity

MARCH 27, 2017

SaaS Tattler Issues 102: Empowering One Another - Marketing and Customer Success. We often talk about Sales and Customer Success alignment, but there are endless opportunities for Marketing to work with Customer Success at different customer lifecycle stages. NPS is all about actionable data.

Marketing 52

Marketing SaaS Education Customer retention 52

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Infrastructure Considerations. Infrastructure Considerations.

Strategic Value 91

Strategic Value Customer retention SaaS Sales 91

ChurnZero

SEPTEMBER 14, 2018

Last week wrapped up the 7th annual INBOUND conference hosted by HubSpot. INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Not only must these companies compete for the same talent, but they inflate their Customer Retention Costs.

Education 66

Education Customer retention B2B SaaS 66

ChurnZero

DECEMBER 28, 2021

Talk with any Customer Success leader or hiring manager today, and they’ll tell you that the demand for experienced Customer Success professionals is off the charts. With the pandemic proving the value of investing in Customer Success, organizations everywhere doubled down on their customer retention initiatives.

Finance 52

Finance SaaS Accountability Metrics 52

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Education Services Group

MAY 26, 2021

2020 proved that virtual learning can be a great alternative to being somewhere in person, and there’s no shortage of excellent virtual conferences, discussions, and gatherings to spark anyone’s interest. Customer Success webinars are no exception. Higher Logic. Higher Logic gets extra points for also being the creator of Gain.

Best practices 52

Best practices B2B SaaS Analytics 52

SmartKarrot

JUNE 10, 2020

It’s important to note the impact that training brings to the success of a business, and as a manager, it sets up customers for success by making it easier for them to take advantage of your product. CSMs should be able to keep track of customer product expiration dates and follow up with customers to renew their contracts.

SaaS 11

SaaS Management Feedback Education 11

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

SmartKarrot

JUNE 4, 2020

How does the upselling or cross-selling help in customer retention? Clearly, through building more business with your customers you are spreading the customer footprint in your company. And with more elaborate presence, retention becomes natural. Organize conferences and events. But an important question.

SaaS 10

SaaS Marketing Upselling Customer retention 10

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. First start by examining how sales has prioritized and segmented customers.

SaaS 64

SaaS Strategic Value Customer retention Sales 64

JustCall

NOVEMBER 25, 2022

of 5 (link to customer reviews). In order to analyze them, it records client interactions over the phone, by email, web, and during conferences. out of 5 (link to customer reviews) Supported languages: English Identification of the best representatives – Lists the characteristics of your best-performing reps.

Real estate 52

Real estate CRM Coaching Contact Center 52

Education Services Group

JANUARY 25, 2023

And so, I did a panel talk at a conference, and they’re like, “how do I get a seat at the table?” I was selling a SaaS product back when it used to be the install base-only crowd. I remember – I’m of the age when people were like, “is it in the cloud?”, I mean, I’m that old, and you’d have to fight it.

Finance 52

Finance Sales Morale SaaS 52

Amity

JULY 22, 2016

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Infrastructure Considerations. Infrastructure Considerations.

Strategic Value 57

Strategic Value Customer retention SaaS Sales 57

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.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

MAY 11, 2022

The first lesson a B2B SaaS (Software as a Service) marketer learns about account-based marketing tactics is that you cannot possibly target each customer in your niche. What stops B2B SaaS organizations from deploying account-based marketing strategies in their marketing funnel? Isn’t that a wonderful piece of a statistic?

Accountability 10

Accountability Marketing B2B SaaS 10

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Jay Nathan , Founder & Managing Partner, Customer Imperative . I’ve already seen this take place among my current customers. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. She has also geared up many product-based SaaS companies as an Investor in recent times. he has been supporting the customer relationship management professionals and teams for over decades now.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. While attending this year’s Gainsight Pulse Conference, the significance of human-touch was made clear across the board.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

SmartKarrot

NOVEMBER 8, 2021

In this blog, we will discuss customer success from the perspective of a B2B SaaS company and how AI can ensure better customer success. . Let’s get started with the definition of customer success. What exactly is customer success? Customer retention rate.

B2B 10

B2B SaaS Chatbots Metrics 10

Kayako

MARCH 21, 2017

He has also referred other customers to me and describes me as a passionate and helpful person in my work. “Someone I had sent a reply to in a ticket found me at a conference last year, and thanked me for taking the time to write back acknowledging his feedback, and also for sending educational material about how and why we work here.

Education 84

Education Best practices Feedback Personalization 84

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

SmartKarrot

DECEMBER 18, 2020

The need to become efficient in all the customer service processes are becoming more relevant than ever. Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry. With so much competition in the marketplace, customer servicing plays a crucial role in customer retention.

Customer Service 10

Customer Service Self service Customer centricity Chatbots 10

SmartKarrot

DECEMBER 18, 2020

The need to become efficient in all the customer service processes are becoming more relevant than ever. Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry. With so much competition in the marketplace, customer servicing plays a crucial role in customer retention.

Customer Service 10

Customer Service Self service Customer centricity Chatbots 10

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JUNE 12, 2020

At the 2015 conference, Jason Lemkin famously said that “Customer Success is where 90% of the revenue is.” Renewals, upsells, and cross-sells will help with customer success, which is why they will continue providing you with more revenue. All of them are connected to the Lifetime Value of a customer.

Sales 10

Sales Upselling Metrics Accountability 10

Uniphore

JANUARY 4, 2022

How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out at Uniphore Converse 2022 on. Register Now.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

Education Services Group

DECEMBER 21, 2021

One of the most intimidating things about being new to Customer Success, at least for me, was learning the metrics that are typically used when measuring success in a SaaS business. I’m sure my face had the same scrunched-up expression the first time I heard the word Lexile as when I heard the term Net Revenue Retention (NRR).

Journey mapping 52

Journey mapping Education Metrics SaaS 52