CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. 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. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Amity

FEBRUARY 18, 2014

In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Four Gears Model for B2B SaaS. What these 3 gears have in common is a focus on proactively managing customer outcomes. Growth Management. Onboarding.

B2B 48

B2B SaaS Customer advocacy Metrics 48

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Alex Farmer. Dave Jackson. Jeff Breunsbach. Rick Adams.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CustomerSuccessBox

SEPTEMBER 30, 2021

But you cannot leave every customer to a pure tech touch. Especially customers who are paying $10K- 100K ACV(Average Contract value) per year, given the challenges of the underlying problem your SaaS is solving for them. Join us to discuss onboarding customers remotely on this webinar. Such as the one caused by COVID-19.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Level 1: CRM + Excel.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. What is a Customer Success Playbook?

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. If you operate Customer Success as a business and start thinking bigger and ‘outside the box,’ then you can elevate the conversation at the upper management level to become a strategic department and not just tactical.”.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Many modern SaaS companies grow exponentially as a result of efficient CS initiatives. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business).

Upselling 52

Upselling SaaS Customer advocacy B2B 52

CustomerSuccessBox

DECEMBER 13, 2021

The key users are trained on how to access and utilize the resources that are available to them from our company, user community, support desk, knowledge base, customer success manager, and Other programs are meant to provide ongoing elements of engagement and support. Yes, but not custom to EACH customer.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

CustomerSuccessBox

FEBRUARY 28, 2022

This is a customer engagement model which helps SaaS businesses drive growth. LAER helps customer success professionals make the most of their customer engagement. The LAER model is a framework for establishing an initial relationship with customers and building on it over time. LAER model in Customer Success.

Upselling 52

Upselling Customer advocacy SaaS Education 52

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company.

Customer centricity 52

Customer centricity SaaS Analytics Customer advocacy 52

SmartKarrot

SEPTEMBER 23, 2020

In such cases, it is sometimes essential to hire a ‘particular’ whose sole intention is to build the customer base and focus on serving their interests. In industries like SaaS, the customer success manager is the one who is that ‘particular’. But first, what is a customer success manager?

SaaS 10

SaaS Management Upselling Customer advocacy 10

AskNicely

AUGUST 27, 2018

Traditionally, growth is the domain of marketers, developers, engineers and product managers. But the customer success team should be included. Here’s why: Growth is easier and less expensive if you can create customer advocacy and retention. Click here to read: Customer Feedback is Your Competitive Advantage).

Customer advocacy 60

Customer advocacy SaaS Engineering Feedback 60

CSM Practice

MAY 22, 2022

You see, this is a repeatable process that starts post-sales. Once a prospect becomes a customer, the wheels of the framework start turning. Hence, the Customer Success framework is the foundation to design and build your aligned processes. Why is it important to design a Customer Success framework ? . Onboarding.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

CustomerSuccessBox

MAY 9, 2022

Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

FEBRUARY 1, 2019

As Senior Vice President and Chief Customer Officer, Chris Collins drives key initiatives that accelerate Customer Success across Ellucian’s portfolio and serves as a champion and advocate for customers at every step on their Ellucian journey. He holds a bachelor’s degree in international business from San Jose State University.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Education Services Group

MAY 13, 2020

Regardless of your organizational structure – whether CS rolls up to sales, operations, or you have your own discreet organization within the business, it is critical to demonstrate how CS influences growth and impacts costs. We may see Account Managers within the sales organization owning that relationship.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

SaaS 40

SaaS Accountability Metrics Enterprise 40

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

MAY 29, 2020

These days, it is more like a mutual relationship, entitling to a customer lifetime value. Simply put, these customers are going to stick around with the company. And that is why brand loyalty is of high pertinence, especially when it comes to customer life management. The post SaaS Tip: What is Customer Life Management?

SaaS 10

SaaS Management Customer retention Advertising 10

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Ed Powers , Customer Success Consultant. Fasten your seatbelts!

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

OCTOBER 6, 2020

By leveraging ChurnZero’s Plays & Journeys, Quantum Workplace could better detect the phases of the customer journey that their clients were in. With the help of alerts, CSMs & Account Managers are also notified as customers move from one journey phase to another. Advocacy Hero – Sales Boomerang .

Banking 40

Banking SaaS Entertainment Customer advocacy 40

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Journey mapping 52

Journey mapping Government SaaS Self service 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Transform Phase.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . C S and Sales strengthen their bond. . Dig in and enjoy. . . .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

FEBRUARY 17, 2022

Role: Customer Success Director, SaaS (Remote) Location: Remote, United States Organization: Talentify.io As a Customer Success Director, you will design and build a Customer Success strategy, including support content creation, establishing standard operating procedures, and scalable processes.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

Amity

JULY 4, 2017

Similarly, a promoter is literally telling you that they get so much value out of your service that they would recommend you – this warrants looking into putting that customer through your customer advocacy playbook. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

SmartKarrot

OCTOBER 20, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Satori As a Director of Customer Success, you will define the customer lifecycle journey from onboarding to value generation and expansion. Hire and train a world-class team of customer success managers. Onboarding new customers.

Customer advocacy 19

Customer advocacy Upselling SaaS Accountability 19

SmartKarrot

SEPTEMBER 27, 2021

Role: Director of Customer Success (Nonprofit) Location: Remote, San Francisco, CA Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers. Drive customer advocacy in the form of case studies, testimonials, and referrals.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. With so many priorities being juggled by the CSM team, time management and prioritization are key. I always try to follow a variation 5-minute rule.

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Best practices Chief Customer Officer Customer advocacy SaaS 56

SmartKarrot

DECEMBER 22, 2021

However, there’s also a shift in CS priorities as we move forward and the SaaS landscape evolves. Initially, customer success was built at the intersection of sales and marketing functions to create business value as an ancillary function to marketing, sales, and support to generate revenue. Like what you are reading?

Customer advocacy 19

Customer advocacy B2B SaaS Marketing 19