CSM Magazine

JULY 22, 2020

SaaS is rapidly becoming the preferred choice for businesses of all industries and sizes – in the US alone, about 80% of final users prefer using SaaS applications. For SaaS companies, this means a constant battle to stay on top of the increasing demand and ahead of the competition. Automate Repetitive Tasks.

CRM 52

CRM SaaS Sales Banking 52

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Pause for a moment and try to think of an industry where helping clients succeed doesn’t apply.

SaaS 71

SaaS industry standards Upselling Education 71

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

ChurnZero

JUNE 17, 2022

Irit Eizips here from CSM Practice, the customer success strategy consulting firm. You do enablement for onboarding for ChurnZero so you get a lot of exposure to what is going on in the industry. For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.”

Metrics 98

Metrics SaaS Surveys Self service 98

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. In this day and age, eCommerce is a booming industry. Deb Mukherjee is a SaaS marketer with 5+ years of working with companies across the globe. The global eCommerce market size was valued at 9.09 trillion dollars in 2019.

Customer Experience 232

Customer Experience SaaS Sales Marketing 232

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Several industries use this metric already. For example, Software as a Service (SaaS) companies have a net revenue retention rate, a well-defined component that links to SaaS companies’ market valuations.

Airlines 273

Airlines Metrics Accountability SaaS 273

Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking. Strategy 1: Customer Benchmarking using Industry Surveys. I’ve written more about this link in a recent post.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. How to crush SaaS customer onboarding: a roundup of expert advice.

SaaS 98

SaaS Customer retention Surveys Consulting 98

CCNG

DECEMBER 6, 2023

The bottom line is we do need more play in our work… But before you install a literal pickleball court in the parking lot, let’s consult the brilliant resource Primed to Perform by Neel Doshi and Lindsay McGregor: “Play at work should not be confused with your people playing Ping-Pong or foosball in the break room.

CCNG 195

CCNG Healthcare Consulting Consulting 195

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It means one train can hide another.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Cincom

MAY 8, 2024

This Software-as-a-Service (SaaS) approach delivers the same CPQ features on demand with a lower barrier to entry and speeds up deployment. Security: Reputable SaaS vendors employ robust cybersecurity measures far beyond what typical organizations can achieve internally. What industries benefit the most from CPQ cloud?

APIs 52

APIs Enterprise SaaS Engineering 52

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. Amity looks at CSM from the perspective of the tools and platforms CSMs need.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

ClientSuccess

FEBRUARY 14, 2019

From : Gregg Frohman , Director of Consulting. A CSM has to have a broad range of skills — product expertise, industry knowledge, sales acumen, training delivery, executive-level presentation skills, etc., Do you need more industry knowledge? Ultimate Guide to SaaS Customer Success Metrics. Company : ClientSuccess.

Consulting 50

Consulting Consulting Best practices SaaS 50

Amity

JUNE 27, 2018

James shared his knowledge and experiences about this young and booming industry from working in the US and the UK. Whether you’re new to Customer Success or always keen to learn more, this blog will give you tips, teach you about CS trends, and prepare you for the future of the Customer Success industry!

Customer centricity 82

Customer centricity SaaS Education Best practices 82

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Engage and learn from industry experts and influencers. Build your personal brand.

Best practices 98

Best practices SaaS B2B Consulting 98

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. We wanted to recognize those leaders who are helping Customer Success make a name for itself in SaaS by proving its purpose and potential. markets at Blackbaud.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

JANUARY 18, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. Taking a decrease in pay for a new opportunity is not an option for many candidates.

Consulting 98

Consulting Consulting SaaS Feedback 98

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.— About CSM Practice.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ChurnZero

JUNE 17, 2022

Irit Eizips here from CSM Practice, the customer success strategy consulting firm. You do enablement for onboarding for ChurnZero so you get a lot of exposure to what is going on in the industry. For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.”

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). The only problem is knowing where to start—so we’re here to help.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Recommended Read: 5 SaaS Onboarding Best Practices to Ensure Your Customers’ Success. The Success League Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Maybe you invite them to more training or offer a consultation. But where you stand as an industry is sales is really good at taking something from nothing or just a glimmer of a fit to a closed-won.

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. Maybe you invite them to more training or offer a consultation. But where you stand as an industry is sales is really good at taking something from nothing or just a glimmer of a fit to a closed-won.

SaaS 52

SaaS B2B Upselling Metrics 52

JustCall

JANUARY 23, 2024

With more than 7,000 listings, 11 million customer installs and 117,000 peer reviews, AppExchange connects customers of all sizes and across industries to ready-to-install or customizable apps and Salesforce-certified consultants to solve any business challenge.

Outbound sales 52

Outbound sales contact center solutions Contact Center SaaS 52

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Lincoln Murphy. Aaron Thompson.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Bill Bounds – Customer Support and Leadership Consultant.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CustomerSuccessBox

JUNE 1, 2021

Account managers, Product Managers but also Industry consultants and sales representatives who can actually be competent Customer Success Managers for your organization. Industry Consultants. appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox.

Management 52

Management Consulting Consulting B2B 52

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Download this eBook to learn how to crust your SaaS Customer Onboarding.

SaaS 52

SaaS Customer retention Surveys Consulting 52

Totango

MARCH 8, 2022

As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. Gain Grow Retain is a free, open community for CS leaders from B2B SaaS companies. CSM Practice is a CS consulting firm that serves technology and services organizations. CS in Focus.

Best practices 116

Best practices SaaS B2B Marketing 116

ChurnZero

FEBRUARY 9, 2021

One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Onboarding and Adoption Best Practices for Customer Success Management.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. At Netomi, we deeply care about improving the customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

COPC

SEPTEMBER 30, 2022

RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. As a leader in the contact center industry, COPC Inc. helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. As a leader in the contact center industry, COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

CSM Magazine

JUNE 29, 2022

PCI Pal , the global SaaS provider of secure payment solutions, has today announced a partnership with Teleperformance Limited a leader in omnichannel customer care solutions and integrated digital business services. ” For more information on Teleperformance, visit www.teleperformance.com. About PCI Pal.

Enterprise 52

Enterprise Automotive Business Process Outsourcing Government 52

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs.

Education 52

Education Upselling Consulting Consulting 52

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. Reduced budgets sharpen employers’ appetite for niche experience. Last year, 63.3%

Coaching 52

Coaching Benchmark Consulting Consulting 52

ChurnZero

MAY 19, 2020

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. In today’s world there are thousands of SaaS tools and all are dependent on recurring, subscription revenue.

Morale 98

Morale Consulting Consulting Big data 98