Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Your checklist serves as a reference document that your customer success team and customers can consult.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

CSM Practice

JULY 29, 2020

With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this. It’s about being prescriptive, consulting, and advising your customers about what would be beneficial and helpful to them. I think this is all a new normal for us.

Customer retention 59

Customer retention Finance SaaS Accountability 59

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team. Churn Renewal Analysis: [link].

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

JULY 29, 2020

With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this. It’s about being prescriptive, consulting, and advising your customers about what would be beneficial and helpful to them. I think this is all a new normal for us.

Customer retention 52

Customer retention Finance SaaS Accountability 52

CSM Practice

JULY 29, 2020

With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this. It’s about being prescriptive, consulting, and advising your customers about what would be beneficial and helpful to them. I think this is all a new normal for us.

Customer retention 52

Customer retention Finance SaaS Accountability 52

CustomerSuccessBox

DECEMBER 4, 2019

Some additional contributing factors to this are the integration support from the vendor, consultation based on other successful implementations and complete transparency with regards to the execution steps of the project plan. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox. Problems at the door.

SaaS 59

SaaS Consulting Consulting Engineering 59

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 81

SaaS Best practices industry standards Consulting 81

CustomerSuccessBox

SEPTEMBER 4, 2019

This is a definite game changer! Now, let me iterate some of the action items that are infrequent (not part of my daily routine), but definitely some of the most crucial parts of my work that take a sizeable chunk of my time and effort. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox.

SaaS 78

SaaS Accountability Best practices Finance 78

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team. Churn Renewal Analysis: [link].

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team. Churn Renewal Analysis: [link].

Metrics 52

Metrics SaaS Customer retention Upselling 52

ClientSuccess

OCTOBER 2, 2019

These individuals have long been specialists outside of new business sales teams. 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. Customer Success Validates the Success of Others.

Accountability 47

Accountability Management Upselling SaaS 47

Amity

JUNE 27, 2018

Since Customer Success is still new to the SaaS world, people within your company, even your CEO, don’t know much about it besides what they hear in passing. The definition of success relies on each individual customer and how they want to define success for themselves. Teaching Your Company About Customer Success.

Customer centricity 82

Customer centricity SaaS Education Best practices 82

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts. In most SaaS businesses, the ultimate goal is to increase revenue.

Accountability 42

Accountability Upselling SaaS Feedback 42

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

B2C 97

B2C Upselling B2B Accountability 97

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. What is the fundamental definition of Customer Retention?

Customer retention 52

Customer retention SaaS Consulting Consulting 52

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Nicereply

OCTOBER 17, 2019

If you’ve got a business, you’re definitely trying to stand out from the crowd, doing everything you can, and more, investing in technology that can sometimes exhaust your budget and putting lots of effort into brainstorming sessions with your teams, in hopes of coming up with something cutting-edge and all around great. Tools for SEO.

Surveys 71

Surveys Marketing Engineering CRM 71

Education Services Group

MARCH 4, 2020

Without proper research and planning, this can result in varying definitions of what Customer Success looks like in different markets, even within the same company. Well, we certainly know what it’s not, and that’s strictly Customer Support or Sales, or a new name for Account Management. So, what is Customer Success?

SaaS 52

SaaS Best practices Healthcare Marketing 52

Amity

APRIL 19, 2017

Our Salesforce consultants worked as Success Managers for a small collection of our customers, serving as a key technical contact outside of the Account Executive. It helped me shape the definition of our five customer groups. When I first started at Internet Creations , I was given the luxury of a relative “blank canvas.”

Consulting 69

Consulting Consulting SaaS Accountability 69

ChurnZero

MAY 8, 2020

To explain why Customer Success should be deemed essential, we hosted a webinar with Executive Director Mikael Blasidell from the Customer Success Association and Customer Success Consultant Ed Powers from Service Excellence Partners. Ed Powers , Customer Success Consultant, Service Excellence Partners. We can put in different numbers.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

ChurnZero

JUNE 17, 2022

Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Bree: Definitely. Irit: Are these are your customer success managers or sales reps or onboarding managers? What was the other category of metrics for onboarding that you definitely recommend those who manage the onboarding phase to track?

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide. Sales won’t pass GO and collect until a customer is successful. . Sales and CS collaborations create “pods” of sales.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Fonolo

MARCH 20, 2018

Alan Quayle’s post on how Twilio strategy is reminiscent of Microsoft’s is definitely worth your time. When Amazon launched their own cloud call center offering, two years ago, a common objection was, “Amazon likes everything to be self-serve; that will work for SMBs, but are they really going to have an enterprise sales force?”

Call Center 52

Call Center Engineering Contact Center Enterprise 52

JustCall

APRIL 5, 2023

It helps you streamline your approach and create a definite process for managing customers. This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing What is customer success management or CSM? Customer relations and loyalty play an integral role after that.

Management 52

Management CRM Analytics Customer retention 52

ChurnZero

OCTOBER 20, 2020

Services or usually called Professional Services are services provided to customers that have a clear timeline, outcome and value definition. Organize a RACI (Responsible, Accountable, Consulted, Informed) conversation, and outline the overall customer experience. Make sure to include all stakeholders in the journey mapping process.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

Callminer

MAY 11, 2020

My favorite definition of great customer experience is related to the quote, “People do not care how much you know until they know how much you care.” She’s passionate about all things related to marketing and sales, especially when it comes to online media. Ahmed Ali is an Outreach Consultant at Centriq. “A Bridgette Norris.

Management 273

Management Customer Experience Customer Service Coaching 273

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. has been expressed by senior management and members of other groups within SaaS organizations. The difference between Customer Success and Sales is quite easy.

Sales 64

Sales SaaS Engineering Metrics 64

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Mature SaaS companies are generally more concerned with the elements of scaling customer success. Scaling sales capability with customer success. Advocacy Definition for Customer Success: [link]. Other Resources.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

CustomerSuccessBox

MARCH 14, 2022

Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. Creator: Nils Vinje , Founder & CEO, Glide Consulting. Essential Customer Success: The definitive Customer Success Management course. Description: “Be more data-driven!” Customer Success Manager (CSM) Elite.

Journey mapping 52

Journey mapping Accountability Construction Management 52

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies. Nils Vinje is an admired Customer Success Executive, Author, Speaker, and Consultant.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

ChurnZero

JUNE 17, 2022

Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Bree: Definitely. Irit: Are these are your customer success managers or sales reps or onboarding managers? What was the other category of metrics for onboarding that you definitely recommend those who manage the onboarding phase to track?

Metrics 52

Metrics SaaS Surveys Self service 52

ProProfs Blog

JUNE 30, 2020

But it definitely gives a great insight into how leaders can bring a lot on the table easily. Farm Don’t Hunt: The Definitive Guide to Customer Success. The SaaS Sales Method for Customer Success and Account Managers. Develop personal brand. Navigate when office politics is on the rise. Author: Simon Sinek.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Kapta Customer Success

JANUARY 31, 2018

A CX Consulting. A CX Consulting , accelerates business growth through Customer Experience (CX) innovation. I’ve built every post-sales function and the consistent thread has always been: “How do you drive efficient customer adoption? With SaaS however the challenge is only magnified. Her company, K!A

Accountability 45

Accountability SaaS Consulting Consulting 45

ChurnZero

OCTOBER 25, 2019

To discuss this topic, we hosted a well-attended webinar last week with Jason Whitehead the Founder of Tri Tuns LLC, a Customer Success and Software Adoption Consulting firm. A: I would say it should really start during the sales process. So then, I would say, whose job is it to take care of this? Customer Success Around the Web.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49