Amity

MARCH 13, 2016

In a world in which churn is a reality, SaaS companies need to be aware about why customers leave so they can develop well-defined strategies and tactics to retain them. User adoption also plays a major role in the success of a SaaS business. This means that SaaS businesses need to continually focus on adoption and usage.

SaaS 95

SaaS Sales Customer retention Consulting 95

ClientSuccess

SEPTEMBER 3, 2019

With over 25 years of customer success expertise in consulting, software and technology, Ian has held leadership roles for some of the world’s most admired companies including Siebel, Oracle, Salesforce, SDL, Veracode, Fuse Universal and PA Consulting. Ultimate Guide to SaaS Customer Success Metrics. About Success Methods.

Consulting 52

Consulting Consulting SaaS Best practices 52

Satrix Solutions

AUGUST 20, 2019

Soliciting those insights often proves to be an immensely valuable exercise. Our senior consultants have conducted hundreds of Sales Win Loss phone interviews and Customer Churn phone interviews on behalf of our clients. Want to learn more about these specific programs? Read more here: Sales Win Loss Program.

Sales 68

Sales Consulting Consulting Scripts 68

ClientSuccess

MAY 20, 2019

The following week, do the same exercise with your poor performing CSMs. Ultimate Guide to SaaS Customer Success Metrics. How do they engage with clients? How and what do they communicate? To answer these questions, you’ll need to shadow your high performers closely for at least one week. Sit in on their client calls.

SaaS 45

SaaS Metrics Consulting Consulting 45

SmartKarrot

JULY 3, 2020

Of much contradiction is the popular perception of SaaS. If you are wondering how to reduce SaaS implementation time by over 40%, fret no more. Hence, the quick implementation of SaaS can deliver benefits early without jeopardizing the long-termed goals of the project. Define job roles for Consultants and Vendors.

SaaS 10

SaaS Consulting Consulting Enterprise 10

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. Would you be willing to reference as a former customer and participate in future product discovery/testing exercises? Churn destroys SaaS business valuation. What to do about it.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

Education Services Group

AUGUST 4, 2021

That’s exactly what Anita Toth helps her clients do as Chief Churn Crusher of her consulting agency. Her Churn Crusher System helps SaaS companies uncover the hidden reasons behind their customer churn rates and develop ways to mitigate them – helping both their company and their customers thrive. One is Customer Success.

SaaS 52

SaaS Metrics Surveys Consulting 52

aircall

FEBRUARY 2, 2018

Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. Especially at SaaS companies, support often means assisting customers “hands-on,” but house calls are simply out of the question (I need not enumerate the reasons why). Periscope — Actionable Analytics.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Amity

FEBRUARY 26, 2016

This week, I want to focus on how SaaS companies can allocate resources to support the customer journey. This exercise drives clarity on roles and responsibilities so everyone knows what they need to do and how each activity helps the customer reach their goals. Eliminate those unnecessary activities.

Accountability 56

Accountability SaaS Consulting Consulting 56

Andrew Mcfarland

SEPTEMBER 23, 2022

However, you must understand SaaS to excel at this position. They should also be able to consult with prospects to make sure they’re a good fit for their company’s product or service. By expanding its market and introducing cheaper exercise equipment, Peloton changed course to meet the needs of every income bracket.

Sales 48

Sales Outbound sales Inbound sales Accountability 48

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

Amity

APRIL 15, 2016

At first, your goals may be to simply get some exercise. Many customers who use SaaS products follow the same path. This is an opportunity for SaaS companies because it lets them “land & expand” customer accounts as customers use more of your product to support their evolving business and corresponding objectives.

SaaS 56

SaaS Benchmark Upselling Consulting 56

ChurnZero

FEBRUARY 16, 2023

Here’s a simple exercise to start. As a CSM, it gives you the opportunity to provide a more valuable answer, and in turn, makes you a better advocate and consultant. There’s a CSM mindset, especially in SaaS, where you see yourself as part of the product. For example, let’s say you miss a deadline.

Construction 52

Construction SaaS Feedback Personalization 52

ChurnZero

FEBRUARY 16, 2023

Here’s a simple exercise to start. As a CSM, it gives you the opportunity to provide a more valuable answer, and in turn, makes you a better advocate and consultant. There’s a CSM mindset, especially in SaaS, where you see yourself as part of the product. For example, let’s say you miss a deadline.

Construction 52

Construction SaaS Feedback Personalization 52

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. Blog: The SaaS Debate: Who Owns the Renewal and Upsell? Matt Kearns, Sr. Customer Success vs. Sales.

Management 59

Management Feedback Sales SaaS 59

Education Services Group

JULY 10, 2019

So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update. Whether your product is software, a telephony system, or a team of consultants, if it’s got your branding and logo on it, you want to ensure the customer experiences it in a cohesive way. The relationship between OEMs and partners is nuanced.

Journey mapping 40

Journey mapping Customer centricity SaaS Sales 40

ClientSuccess

JULY 23, 2019

The key is being consultative and guide customers to their outcomes. But what we really want is for them to understand what we’re trying to achieve and be consultative in helping us get there. Ultimate Guide to SaaS Customer Success Metrics. To give us an even better solution.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. This exercise helps clients realize the areas they wish to improve through an objective self-evaluation. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

ClearAction

MAY 29, 2016

Software-as-a-service (SaaS) and other subscription business models were instrumental in Marketing taking on a greater role for customer retention. Voice-of-the-customer is often viewed by customers as doing the company a favor, sometimes as drudgery, sometimes as a way to get rapid help, sometimes as an exercise in a black hole.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ClientSuccess

MARCH 7, 2017

Today, she works with tech customers in a consultancy aspect, from startups to enterprise companies like Cisco and Oracle. That same exercise should be applied to each segment and each overall bucket. Who Owns the SaaS Renewal? If customers are successful, the company will be successful,” said Francoise. 3 Ownership Models.

Finance 40

Finance Benchmark SaaS Consulting 40

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. To understand why, here’s a little thought exercise. Maybe you invite them to more training or offer a consultation. Paul: We’re going to talk about what is being described as the No. You run the play.]

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. To understand why, here’s a little thought exercise. Maybe you invite them to more training or offer a consultation. Its purpose within an organization is unique unto itself and of undeniable consequence.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 22, 2021

Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. This course features downloadable exercises in Excel to practice applying the concepts, quizzes to reinforce learning, and a valuable CSMath Handy Equations and Procedures Guide for using your new skills on the job.

SaaS 92

SaaS Consulting Consulting Sales 92

Taylor Reach Group

APRIL 9, 2019

” They are thinking and assuming that this consultant has finally lost touch with reality. Your doctor then makes recommendations to improve your health: get more exercise, watch what you eat etc. At this point I get a look of indignation: “Of course I know my center, what are you suggesting?”

Contact Center 126

Contact Center Call Center Consulting Consulting 126

ChurnZero

JANUARY 26, 2021

The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name). That information is captured in an Account Plan which is a different exercise and tool altogether. . In Enterprise SaaS, this process begins during the late stages of the sales cycle before a contract is even signed.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Integrity Solutions

MAY 24, 2023

Here’s a quick coaching exercise your managers can conduct the next time they meet with a sales rep: Ask about a professional or personal goal the rep wants to achieve. Stakeholders, known and unknown, can range from the C-Suite to frontline management to individual functions like IT and procurement to external consultants.

Sales 52

Sales Coaching Accountability Personalization 52

PeopleMetrics

JANUARY 25, 2018

As the operational leader for several software-as-a-service ( SaaS ) companies over the past decade, I have been required to put my organizations through security audits that test similar control functions (e.g. Third, you don’t want to make the audit process a “one-and-done” exercise. Sounds daunting, right?

Education 79

Education Government CRM Self service 79

SmartKarrot

JULY 26, 2021

Customer Experience Director Customer Experience Manager Customer Experience Consultant Customer Experience Specialist Customer Experience Agent Customer Experience Advocate. Digital is the way ahead for SaaS businesses! To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo.

Customer Experience 11

Customer Experience Journey mapping SaaS Metrics 11