CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Success is a tricky department because it does not yield instant ROI. If you don’t have action variables, SaaS indicators are useless! We are here to help you! .

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Sharon Winterton , VP Customer Success, Catalina Marketing. Watch the session: Battling Imposter Syndrome in Customer Success. Watch the session: Customer Advocacy as a Growth Engine. This is absolutely critical.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

CustomerSuccessBox

MARCH 10, 2022

In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. And get alerts whenever there is a need to pay attention to their accounts.

Management 52

Management Customer retention SaaS Customer advocacy 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. What are the KPIs and metrics you track for onboarding?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

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. We asked Customer Success experts to share their industry predictions for the year ahead.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Amity

JULY 4, 2017

From outcome metrics, to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. Take action.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Analytics Customer retention 52

Amity

MARCH 1, 2018

From outcome metrics to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. And finally, DO Share.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

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

Education Services Group

MAY 13, 2020

Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. To really prove your value to senior leadership, CS metrics must have a direct alignment to revenue. Maintaining customer advocacy at your core.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

ChurnZero

FEBRUARY 1, 2019

Chris’ experience also includes leadership roles at Mercury Interactive, Gemstar-TV Guide, and Allibra Incorporated, where he played a transformation role building Cloud strategy and preparing the company for the leap to SaaS. Francesca Cruz, Vice President, Customer Success, IZEA. You can find and follow Chris on LinkedIn. .

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

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

ChurnZero

OCTOBER 6, 2020

As Jarah Banks, their Customer Experience Director shared, “customers have shifted from seeing us as a once-a-year tool for annual surveying to a subscription they can use year-round.” Affise is a performance marketing platform that helps marketers to run and analyze their campaigns and interact with affiliates.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

Influitive

JUNE 14, 2016

Hot under the collar about the overly automated last decade, common-law marketing personas Joe Buyer and Jane Consumer are getting hitched and seeking a legal name change. Joe is chatting with Jane over dinner about a scathing review he read on G2 Crowd that panned the exact SaaS his company was on the cusp of implementing.

Marketing 60

Marketing SaaS Consulting Consulting 60

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.

Customer advocacy 19

Customer advocacy Upselling SaaS Accountability 19

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

DECEMBER 3, 2020

As a Chief Customer Officer, one of the primary responsibilities played by him is that of collaboration. It is their duty to partner with the other teams, mainly marketing and finance, and gel up quickly. Once they do that, they determine who the target audience is and which are the customers to invest in.

Chief Customer Officer 10

Chief Customer Officer Customer advocacy Upselling Metrics 10

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. She has also geared up many product-based SaaS companies as an Investor in recent times. Allison Pickens.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

APRIL 8, 2021

The most important way product-led success is different is in how the customer’s view of the product takes center stage. Product-led customer success is based on monitoring user data, engagement, behavior and customer health. There are multiple in-app metrics that are essential for product-led growth. Bottom Line.

Education 10

Education Metrics Customer centricity SaaS 10

SmartKarrot

JUNE 11, 2021

To stay abreast with emerging trends, developments, and information you need to continue professional development with customer success trainings and certifications. These customer success certifications can give immense value and create an edge in the complex market. Customer Success Academy’s CS Course.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Anika Zubair. Annette Franz. Caroline Andreola. Dana Alvarenga. Dana is also a founding member of CS Insider.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

AUGUST 7, 2020

Optimizing customer success initiatives and helping CSMs understand customers’ objectives and use cases is important for a director. They help CSMs to define value for the customers and the best way to deliver it to them. They define the CSMs involvement in upselling and cross-selling to the existing customers.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

ChurnZero

DECEMBER 14, 2022

This year’s awards feature five categories representing fundamental business goal of CS teams: onboarding, adoption, renewals and expansion, customer advocacy, and innovation. We’ve made believers out of executives, product, sales and marketing!”. Advocacy Hero: Cority. New to ChurnZero? .

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Hot Topic—Customer Health Scoring.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

ChurnZero

JUNE 27, 2023

In business, particularly among customer success professionals, it conjures up one key question: how can we do more with less? A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). Marketing is another key partner. Note: Click on image to enlarge.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

SmartKarrot

AUGUST 7, 2020

Optimizing customer success initiatives and helping CSMs understand customers’ objectives and use cases is important for a director. They help CSMs to define value for the customers and the best way to deliver it to them. They define the CSMs involvement in upselling and cross-selling to the existing customers.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

AUGUST 10, 2020

Many viewed customers as revenue generators, not sources of valuable information. They offered products and services they thought the market needed. The concept of involving customers in the development of new products didn’t formally exist. In short, very few businesses of the past were customer centric.

Customer centricity 10

Customer centricity SaaS CRM Feedback 10

SmartKarrot

MARCH 14, 2022

Role: Vice President Customer Success – AI Software Location: New York, NY, US (On-site) Organization: BD Strategy Partners As a Vice President of Customer Success, you will evaluate and where appropriate, implement improvements to CS/AM workflow processes. Foster and drive a culture of customer-centricity across the company.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

ChurnZero

OCTOBER 12, 2021

They help clients uncover the right markets, opportunities, and people, so they can shape tomorrow’s healthcare industry. Like many SaaS products, the multitude of features and use cases that Sibme powers can be overwhelming to a new user. Onboarding Hero – Definitive Healthcare.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. Improve user onboarding.

Management 52

Management Upselling SaaS Accountability 52

ChurnZero

OCTOBER 12, 2021

They help clients uncover the right markets, opportunities, and people, so they can shape tomorrow’s healthcare industry. Like many SaaS products, the multitude of features and use cases that Sibme powers can be overwhelming to a new user.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

ClientSuccess

JULY 17, 2019

In the world of SaaS products, fine-tuning is a near constant endeavor. Instead, this could be the perfect opportunity to revamp and refocus your go-to-market strategy. If there are problems with your product, your go-to-market, or the value of your product, then your customers are likely to know about it.

Metrics 40

Metrics SaaS Customer advocacy Feedback 40

Amity

APRIL 24, 2017

When we started Loopio, my Co-founder Matt and I were building the product, and our third Co-founder Jafar was selling and getting initial traction in the market. It wasn’t until we closed some deals that a couple of our customers started to ask about implementation, onboarding, and best practices.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

SmartKarrot

JANUARY 27, 2022

Ever since the emergence of marketing automation, there was always a desire to integrate sales, marketing, and customer success with a level of personalization. . To date, the problem has been those sales reps, marketers, and CSMs (Customer Success Managers) could not decipher the target audience and what they wanted.

Accountability 10

Accountability Sales Marketing Customer advocacy 10

SmartKarrot

AUGUST 4, 2020

Especially for the B2B organizations, customer experience is the new buzzword for the SaaS industries. It’s a shift customer success teams are uniquely poised to capitalize on, but only if they develop the means to monitor and manage long-term client experiences. However, CS teams that align closely with sales, marketing.

Journey mapping 10

Journey mapping SaaS Customer advocacy B2B 10