ChurnZero

JUNE 14, 2023

As the CEO and co-founder of a customer success software platform, I believe the SaaS and subscription businesses that have activated the transformative power of customer success, and the compounding effect of net revenue retention (NRR), could now be the best placed to weather 2023’s downturn and emerge stronger on the other side.

Finance 52

Finance Surveys Sales Customer centricity 52

ChurnZero

MAY 13, 2022

There’s a lot of lip service going around about being customer centric. Sometimes in Customer Success, we think we’re not part of the problem because we deal with customers all the time. Get the finance team on your side. “If Earn a say in defining your ideal customer profile by using data. “To

Chief Customer Officer 98

Chief Customer Officer Finance Feedback Surveys 98

Lumoa

MAY 21, 2018

Luckily also the top management and the CEO now understand more often that customer experience is rather a necessity than a cost. However, the back-office functions, like HR or Finance are very seldom involved in CX. And usually, the personal interactions start exactly with sales. Were you a happy customer at that exact moment?

Customer Experience 64

Customer Experience Finance Customer centricity Feedback 64

CSM Practice

MAY 16, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 52

Best practices SaaS Customer centricity Finance 52

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ChurnZero

MARCH 20, 2020

The recent evolution of Customer Success, compounded by its intersection (and overlap) with more established functions, such as Account Management and Customer Support, creates an ambiguous amalgam of desired skills and competencies—turning idealized moderation into a murky mix. . Be Personable. The new growth engine.

Customer centricity 52

Customer centricity Finance SaaS Scripts 52

AskNicely

JUNE 20, 2015

Building your brand around customer-centric metrics is vital, and this is one big reason Bill is a heavy advocate of Net Promoter Score (NPS). This forces your business to revolve around the customers needs and wants and keeps your customer front and center. How do you listen to your customers? The website.

Customer centricity 60

Customer centricity Metrics Finance Advertising 60

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. So, what exactly has resulted in this change in the SaaS industry? Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Based on company finances, CEOs and CFOs are determining which roles are necessary and nice-to-have. Customer Success Around the Web.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

SmartKarrot

JANUARY 7, 2022

The roles and responsibilities that make the journey of a chief customer officer colorful. The Chief Customer Officer reports to the CEO of the organization. He is the voice of the CS department and is responsible for driving the company on customer-centric values. How to become the Chief Customer Officer? .

Chief Customer Officer 10

Chief Customer Officer Customer centricity Education Finance 10

SmartKarrot

NOVEMBER 26, 2020

In a world full of competitors, it is not enough to just sell your product and keep away from the customers. You need customer-centricity as a priority in your SaaS firm. Understanding the customer without least bothering them is a virtue every SaaS firm wants. Knowing your customer.

SaaS 12

SaaS Upselling Finance Metrics 12

SmartKarrot

DECEMBER 3, 2020

Chief Customer Officer is a relatively new term in the CS space, but it is accelerating in its popularity. This can be happily reckoned as the newest customer-centric position added in the C-suite. As a Chief Customer Officer, one of the primary responsibilities played by him is that of collaboration.

Chief Customer Officer 10

Chief Customer Officer Customer advocacy Upselling Metrics 10

SmartKarrot

JUNE 30, 2022

Customer success is one aspect of corporate SaaS mergers and acquisitions that is sometimes overlooked. Although it may seem challenging, many businesses have gotten the message and now see customer success as a genuine business discipline that can also be profitable. Like what you are reading? Final Thoughts.

SaaS 10

SaaS Finance B2B Customer centricity 10

SmartKarrot

MARCH 30, 2021

And then, transfer CX (experience and operational) return on investment into personal performance plans. #6 Elevate your metrics framework beyond NPS and CSAT to measure experience, finance, and even competitive measurements. Leverage the systems, process excellence, and customer-centric people.

Customer Experience 10

Customer Experience Metrics Multichannel Customer Care 10

SmartKarrot

FEBRUARY 7, 2022

Onboarding new customers. It would help if you evaluated what features the customers liked, which competitors you lined against, what made the deal in your favor, who signs on the dotted line, etc. You need to train the customers/stakeholders. This is what SmartKarrot customer success software does to the best of its ability.

Accountability 10

Accountability SaaS Analytics Engineering 10