CSM Magazine

MARCH 3, 2022

SaaS tools have become extremely popular in the project management industry, transforming the way it operates. Here you will discover five leading SaaS tools for your office. Software as a Service (SaaS) has become the new normal of the 2020s. Well, 48% of companies have a one-year contract with a SaaS application on average.

SaaS 52

SaaS Management Transportation Analytics 52

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Enterprise Surveys 98

CustomerSuccessBox

MAY 2, 2022

As a Customer Success Officer in SaaS, you’ve probably realized that there’s a lot more to the SaaS sector than just providing excellent service. SaaS marketing and distribution is crucial as, if not more important than, developing the service itself. Any aspiring SaaS startup must develop a solid marketing strategy.

SaaS 52

SaaS B2B Marketing Analytics 52

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. 3 percent is a low indicator in SaaS industry. Always with a smile!

SaaS 106

SaaS Management CRM Sales 106

CustomerSuccessBox

OCTOBER 19, 2021

If you are a B2B SaaS company, you will have a multi-layered education process. Once you’re clear about what they want to achieve, it’s time to consult them, guide them, and help them reach their desired goal. The post How can the Customer Success Manager consult and educate customers? Customer Education helps customers grow.

Education 52

Education Consulting Consulting Management 52

ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. It helps articulate the health of a SaaS business.

SaaS 52

SaaS Metrics Customer retention Construction 52

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Gary Williams is the Director of Sales and Consultancy at Spitch. Gary is also s killed in Management, Software as a Service (SaaS), Business Development, Marketing Strategy, and Sales Process.

Interactive Voice Response 346

Interactive Voice Response Customer centricity Consulting Consulting 346

CustomerSuccessBox

AUGUST 8, 2019

If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. Let’s take a look at the purpose of customer success for SaaS businesses. SaaS businesses far and wide are now assigning market resources specifically to attain the goal of customer success.

SaaS 56

SaaS Sales Consulting Consulting 56

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. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

SaaS 71

SaaS industry standards Upselling Education 71

CCNG

NOVEMBER 9, 2021

So in a world where every product description ends in “aaS” from SaaS to CCaaS, it only makes sense that AI should follow suit. So for those looking to embrace AI, you don’t need to go buy servers, but you should consult some experts in the space, and take some time to tailor your strategy and integration before setting it live in the wild.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CustomerSuccessBox

MAY 6, 2021

In consultation with the Customer, Configure automatic calculation of 360-degree customer health by pulling data from different sources. Implement analytics on client usage data and key SaaS metrics for client meetings or internal executive and board reviews. is completed. Step 3- Configuring Health score . Step 6- Training Session.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

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

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

Totango

JANUARY 22, 2024

These use cases free up time spent on tasks like pre-calls or sifting through customer data, empowering customer success managers (CSMs) to focus on more strategic initiatives and consultative customer guidance. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

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. But the SaaS vendor’s customers may see the practices of the best companies as unrealistic or irrelevant.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

ClientSuccess

APRIL 30, 2019

When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. Customer Success Financial Metrics. Customer Retention Rate/Customer Churn Rate.

SaaS 46

SaaS Metrics Upselling Customer retention 46

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. Deb Mukherjee is a SaaS marketer with 5+ years of working with companies across the globe. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. trillion dollars in 2019.

Customer Experience 227

Customer Experience SaaS Sales Marketing 227

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. Ultimate Guide to SaaS Customer Success Metrics. The post CSM from the Trenches: Mentors – Gregg Frohman, Director of Consulting, ClientSuccess appeared first on ClientSuccess. Let’s get started with this week’s post! Company : ClientSuccess. Location : Lehi, Utah. Question 1.

Consulting 50

Consulting Consulting Best practices SaaS 50

Call Center Weekly

JANUARY 10, 2018

How does the SaaS customer experience differ from traditional business models? The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular. Customers "kick the tires" of SaaS products in more customized ways.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. 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. appeared first on CX Consulting. Subscribe today right here.

Airlines 273

Airlines Metrics Accountability SaaS 273

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

CustomerSuccessBox

SEPTEMBER 20, 2021

CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. Role of Customer Success Manager in a SaaS Company. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author.

SaaS 64

SaaS Customer centricity B2B Best practices 64

JustCall

MAY 26, 2022

So, we are looking for team members who become product expert & providing demos/consulting to our prospective customer and handle the complete sales pipeline from Demo Scheduling to Giving Demo to Account Setup. We are looking for folks who have atleast some exposure to SaaS & Sales. What will you be doing on daily basis?

Sales 98

Sales SaaS Accountability Engineering 98

SmartKarrot

AUGUST 11, 2021

The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. However, at times, a SaaS customer is not happy with your product or service and may decide to unsubscribe, which is really disappointing. Fewer features in your SaaS product. Like what you are reading?

SaaS 19

SaaS Consulting Consulting Sales 19

ClearAction

JULY 20, 2023

On the tech provider side, new logos are a constant quest, but SaaS models mean renewals are a top priority. On the consultant side, fast-paced change in tech makes fascinating studies to sell. On the consultant side, fast-paced change in tech makes fascinating studies to sell.

Technology 62

Technology Consulting Consulting B2B 62

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

ChurnZero

JULY 6, 2023

In one of many similar instances, I was helping a SaaS company get to the root of its high customer churn. Focus on the experience, not the tasks you want to complete Too many SaaS businesses start their maps by listing out the tasks they need to fulfill. Here are a few lessons on journey mapping that I’ve learned.

Journey mapping 52

Journey mapping SaaS Consulting Consulting 52

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

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

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

SmartKarrot

OCTOBER 8, 2021

Just like the two faces of a coin, SaaS integration too comes with its own set of challenges and benefits. As the maturity of SaaS integration increases, so does the importance of integration. Clubbing in SaaS with the corporate systems has become more than necessary today. Key Challenges of SaaS Integration: 1.

SaaS 10

SaaS Consulting Consulting Management 10

CSM Practice

DECEMBER 7, 2020

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. Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Sunnyvale, Calif.— About CSM Practice.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Cincom

SEPTEMBER 7, 2021

a global supplier of enterprise software solutions, announced today that it has entered into a partnership with enVista , a leading global software, consulting, managed services and automation firm, whereby enVista will sell and supply CPQSync by Cincom , Cincom’s SaaS-based Configure-Price-Quote (CPQ) solution.

Transportation 52

Transportation SaaS Consulting Consulting 52

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.

Consulting 98

Consulting Consulting SaaS Feedback 98

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. Gain Grow Retain is a free, open community for Customer Success leaders in B2B SaaS organizations.

Best practices 98

Best practices SaaS B2B Consulting 98