ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. The same holds true for our vendors. Customer Success Around the Web.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

MAY 6, 2021

Here your power users can present the training to your team members on an ongoing basis. In consultation with the Customer, Configure automatic calculation of 360-degree customer health by pulling data from different sources. Now you know the detailed steps on how you can implement Customer Retention software in your SaaS organization.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. Peter Armaly, a customer success expert with Oracle Marketing Cloud, argued in his presentation at the 2016 Customer Success Summit that it should be a foundational activity of CSMs. I’ve written more about this link in a recent post.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

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., Ultimate Guide to SaaS Customer Success Metrics. Let’s get started with this week’s post! Company : ClientSuccess.

Consulting 50

Consulting Consulting Best practices SaaS 50

Amity

APRIL 25, 2016

Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. CSM Corner.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

SEPTEMBER 20, 2022

At Propel, Rocketlane’s annual global conference for customer onboarding and implementation professionals, Customer Success expert and principal consultant at Service Excellence Partners, Ed Powers, talked about how we can create ideal, favorable customer experiences if we understand the principles of neuroscience. I hope to see you there!

Construction 52

Construction Consulting Consulting SaaS 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

DMG Consulting

MARCH 8, 2019

The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% The advantages of hosted/SaaS applications in the cloud are no longer the sole value proposition for buying a CBCCI solution. billion market. ($125/seat/month

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

SmartKarrot

JANUARY 25, 2022

The critical nature of software for business growth is a key reason for the exceptional growth of Software as a Service (SaaS) companies in recent times. Encouraged by the success and importance of SaaS, Australia has actively adopted the cloud ecosystem and founded brilliant SaaS-driven companies and platforms. Employment Hero.

SaaS 10

SaaS Transportation Feedback Construction 10

ClientSuccess

APRIL 17, 2019

About the Presenter. Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 45

SaaS B2B Upselling Engineering 45

ClientSuccess

APRIL 17, 2019

About the Presenter. Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 40

SaaS B2B Upselling Engineering 40

ChurnZero

FEBRUARY 4, 2022

Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. But being concise is a priority when presenting to your investors and board. Customer retention.

Metrics 98

Metrics Consulting Consulting Best practices 98

Quadient

OCTOBER 22, 2021

We also provide benchmark performances for a variety of scalable infrastructures for private cloud, on-prem and SaaS deployments to help clients accurately model multiple architectures before making a long-term commitment to CCM infrastructure. . Customer-first organizations are the present and future of enterprises.

Journey mapping 52

Journey mapping Enterprise Benchmark SaaS 52

CSM Magazine

FEBRUARY 12, 2024

This digital revolution presents a unique set of challenges, from navigating complex virtual worlds to meeting the heightened expectations of tech-savvy consumers. She excels at consulting businesses on how to leverage SAAS tools to achieve their growth objectives.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

SmartKarrot

JULY 14, 2020

That’s where SaaS cross-selling comes into picture. To stay competitive in a business niche, SaaS companies have to think of providing holistic solutions to their customers. SaaS cross-selling has many advantages, both for the customer as well as the seller. Consult with your clients. Benefits of cross-selling.

SaaS 10

SaaS Consulting Consulting Sales 10

ChurnZero

FEBRUARY 23, 2023

Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.” Taking stock and keeping tabs on this data will reveal well-timed opportunities to upsell or cross-sell.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.” Taking stock and keeping tabs on this data will reveal well-timed opportunities to upsell or cross-sell.

Management 52

Management Customer retention Upselling Chief Customer Officer 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. Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

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. When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. Churn destroys SaaS business valuation. What to do about it.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Value is very hard to measure. NPS is not the answer.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

In Gabby Wong’s presentation, “ The new ‘C’ in CEO ,” she shares all the places where her company measures NPS. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Value is very hard to measure. NPS is not the answer.

Upselling 97

Upselling Metrics SaaS Sales 97

ClientSuccess

OCTOBER 8, 2018

Greg Daines, the webinar presenter, is highly-rated speaker at the CS100 Summit , a Customer Success Leadership Summit. Greg also helps SaaS customer success leaders increase retention, accelerate sales, and reignite growth by thinking differently about how they approach customer success. Your Presenter.

Customer centricity 40

Customer centricity SaaS Best practices Consulting 40

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

Talkdesk

JULY 27, 2017

We wanted to provide this service to customers to deliver high-quality consulting and technical solutions for them. –> Consulting and Training Partners who can expertly deliver and extend the value of the Talkdesk experience and investment. They also did LIVE demos and presentations with Salesforce and Zendesk integrations.

Consulting 42

Consulting Consulting call center solutions SaaS 42

ClientSuccess

APRIL 5, 2018

It doesn’t seem like it at the time, but one of the worst things you can do is start reacting to customer requests for training by throwing consultants and customer success managers at the problem. Your Presenter. Bill Cushard is a dynamic speaker and a recognized top customer success strategist and SaaS thought leader.

Education 42

Education SaaS B2B Consulting 42

SmartKarrot

MARCH 21, 2023

Use your management consulting skills to provide customers with strategic direction on their e-commerce or ad spend management projects as well as assistance in identifying and resolving complicated business problems. Maintain customer engagement by defining the SaaS portfolio of Morning Consult’s customer journey experience.

Consulting 19

Consulting Consulting SaaS Benchmark 19

Talkdesk

JULY 27, 2017

We wanted to provide this service to customers to deliver high-quality consulting and technical solutions for them. –> Consulting and Training Partners who can expertly deliver and extend the value of the Talkdesk experience and investment. They also did LIVE demos and presentations with Salesforce and Zendesk integrations.

Consulting 40

Consulting Consulting call center solutions SaaS 40

Natalie Petouhof

OCTOBER 12, 2016

The Constellation ShortList  presents vendors in different categories of the market relevant to early adopters. With SaaS solutions, the SI’s role is changing to focus on strategy, tactics and choosing technology. Enterprise Service Providers / System Integrators / Management Consultants:  . Boston Consulting Group .

Customer Experience 45

Customer Experience Journey mapping Consulting Consulting 45

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. Consulting. Can non-payments be a risk? Discounting.

Customer retention 52

Customer retention SaaS Consulting Consulting 52

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Ed Powers , Customer Success Consultant. As Customer Success transforms from a fledgling industry into a SaaS must-have, more and more companies have created a strong foundation from which to build upon.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They also frequently must make decisions in the moment when interacting with customers without having the opportunity to consult with their team or supervisor. Time Management.

Management 91

Management Upselling Coaching Best practices 91

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Average Revenue Per Customer = Total Revenue / Number of Accounts.

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. Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ClientSuccess

AUGUST 18, 2018

Jamey Jeff, the webinar presenter, is a former Chief Customer Officer with over 20 years experience as a client services executive. Your Presenter. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report. What the top performing customer success teams are measuring.

Chief Customer Officer 40

Chief Customer Officer B2B SaaS Consulting 40

ClientSuccess

JULY 14, 2017

Your Presenters. He previously served as principal consultant for Service Excellence Partners, a firm helping subscription-based technology companies retain and grow customer relationships. Register for the recorded webinar here: The Customer Success Trust Framework. He currently leads all U.S. Request a ClientSuccess demo.

SaaS 41

SaaS Best practices Consulting Consulting 41

ClientSuccess

NOVEMBER 29, 2017

Your Presenter. Greg Daines is the CEO of Client Velocity, a highly sought after B2B customer success consulting firm. Why customer behavior is more important than technology. Why your customer success team should be in the change management business. Customer Success as a Culture: Product Leaders Edition. Request a ClientSuccess demo.

B2B 41

B2B SaaS Consulting Consulting 41

Genroe

FEBRUARY 18, 2015

Presented by. CustomerGauge: CEO of SaaS solution CustomerGauge, a platform which helps business retain customers. Genroe: Customer feedback and Net Promoter consultants. You’ll join a small group of peers discussing latest case studies from the USA and Europe. Adam Dorrell. Adam Ramshaw. When and Where. L32, 1 Market St.

B2B 45

B2B SaaS Consulting Consulting 45