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. The meeting’s co-host is Champion.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

ChurnZero

FEBRUARY 9, 2021

Engagement Evaluation Best Practices for Customer Success Management . Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Level: Intermediate. Time: 50 minutes.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. This lets you anticipate customer needs and continually provide value: Access to Customer Data.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

Totango

MARCH 4, 2022

Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. What is B2B Customer Service? Lost passwords.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Persuasion Skills.

Management 90

Management Upselling Coaching Best practices 90

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

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. Deep industry knowledge, customer understanding, or experience with similar products or customers gives candidates a competitive edge.

Education 52

Education Upselling Consulting Consulting 52

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. This lets you anticipate customer needs and continually provide value: Access to Customer Data.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

SaaS 98

SaaS Customer centricity Accountability Education 98

Education Services Group

JULY 5, 2022

On the other end of the spectrum, there were the teams of folks from the startup or SaaS space, where CS isn’t just a buzzword and key stakeholders all know its value ( sounds like a dream, doesn’t it?!). Customer centricity needs to be a cross-departmental philosophy. Humanity is a key aspect of Customer Success in this way.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

ChurnZero

FEBRUARY 9, 2021

Engagement Evaluation Best Practices for Customer Success Management . Customer Experience: Journey Mapping. Course Description: If you strive for a customer-centric culture, you have to understand the customer’s journey—every step of the way. Level: Intermediate. Time: 50 minutes.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone. That can be the tricky part.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred.

Upselling 98

Upselling SaaS Sales Accountability 98

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

SmartKarrot

NOVEMBER 24, 2021

It would help if you shifted your attention from being product-centric to customer-centric. . Customer-centricity is the key to comprehending where your customers are heading and how you can meet your customers at different journey points whenever required? . Educating and engaging colleagues

Customer centricity 10

Customer centricity Education Customer retention Upselling 10

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Don’t be afraid to discuss these numbers with your customers.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

Customer centricity 52

Customer centricity Journey mapping Feedback Government 52

Amity

JANUARY 20, 2017

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 72

Accountability Management Upselling Customer centricity 72

Amity

MARCH 1, 2018

” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments. Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity. You may lose customers if you lag.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

ClientSuccess

FEBRUARY 13, 2019

When it comes down to it, fostering customer loyalty and prioritizing valuable customer relationships is the best way to improve account value and increase retention/growth. Whether your team measures expansion by upsells, renewals, or new users, CSMs are the backbone of driving expansion and retention—true growth.

Upselling 54

Upselling Accountability Customer centricity SaaS 54

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Totango

JANUARY 10, 2019

Since your enterprise runs in a digital world that centers around customers, you need a platform that can help you adopt and operationalize customer centricity across every level of your organization. You’re an expert at providing the quality SaaS and subscription products your customers love.

Enterprise 63

Enterprise SaaS CRM Upselling 63

Amity

JULY 4, 2017

” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments. Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Totango

JANUARY 8, 2019

Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. It’s a simple way to check out the health of your business, and see if you’re meeting your growth goals. If your net revenue churn is positive, however, it cancels out any growth gained from upsells.

Enterprise 54

Enterprise Upselling Surveys B2B 54

ProProfs Blog

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product.

Management 59

Management Feedback Sales SaaS 59

CSM Practice

SEPTEMBER 15, 2019

However, customer success extends to driving long-term customer lifetime value through various processes and operations. Another non-monetized value creation approach is to conduct an in-depth assessment of your customer’s expected business outcomes. 2) Meeting With the Decision Makers.

Accountability 45

Accountability Consulting Consulting Upselling 45

ChurnZero

JULY 29, 2022

Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. The upsides of the customer success approach are unparalleled. Customer Success increases customer value.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

SmartKarrot

FEBRUARY 8, 2022

Apply here: [link] Role: Customer Success Manager UK&I Location: London, England, United Kingdom (Hybrid) Organization: Ardoq As a Customer Success Manager, you will lead strategic dialogues with customers through virtual conference meetings, emails, and in-person conversations. Understand the customer use case.

Upselling 19

Upselling B2B Customer centricity SaaS 19

Amity

FEBRUARY 2, 2016

Exploring the Top 5 Benefits of Customer Success. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. Why the Customer Success Manager is the Product Manager’s New BFF.

SaaS 80

SaaS Education Customer retention Sales 80

Help Scout

SEPTEMBER 18, 2018

We’ve seen tremendous success with it at Help Scout since formalizing the initiative earlier this year, and we’re excited to share those results with you now — and hopefully spark a broader conversation about how Support-Driven Growth can benefit a range of customer-centric businesses. In my pre-SaaS life, I was an improviser.

Coaching 40

Coaching Customer centricity Upselling Sales 40

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Customer status. Which customer is contacting you?

Automotive 59

Automotive CRM Upselling Customer centricity 59

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

SmartKarrot

JUNE 4, 2020

Based on the growing needs of customers, the CSM can either upsell or cross-sell better versioned products or services. Gaining the knowledge of the customer’s business domain would help marketing teams to speak their language in their campaigns. How does the upselling or cross-selling help in customer retention?

SaaS 10

SaaS Marketing Upselling Customer retention 10

SmartKarrot

AUGUST 27, 2021

Role: Vice President of Customer Success Location: Remote, Salinas, CA, US Organization: HeavyConnect As a Vice President of Customer Success, you will act as a role model of HeavyConnect’s values for the Customer Success teams and build on the SaaS customer-centric environment.

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

SmartKarrot

AUGUST 16, 2021

Lead customers increasingly across the geographies around the World, including Europe and North America. Apply here: [link] Role: Customer Success Manager (B2B SaaS) Location: Remote, United Kingdom Organization: Attractions.io As a Customer Success Manager, you will become an Attractions.io

Accountability 19

Accountability Upselling B2B Customer centricity 19