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

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Start with: What is Customer Experience? 5: ChurnZero.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. But how do you measure the effectiveness of your customer success team and their playbooks? Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. But how do you measure the effectiveness of your customer success team and their playbooks? Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What were the main challenges you found when implementing a digital strategy? .

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

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

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

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer centricity 10

Customer centricity SaaS B2B Employee engagement 10

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training.

Best practices 126

Best practices Management SaaS Metrics 126

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. 2. Base + BonusPlan.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Totango

JULY 24, 2020

The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for.

B2B 62

B2B Enterprise Best practices Upselling 62

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What were the main challenges you found when implementing a digital strategy? .

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. Optimize customer onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Nicereply

NOVEMBER 23, 2023

Meeting these demands isn’t just a strategy; it’s essential for building trust and growing your brand. But staying focused on customer satisfaction can be tough with so many daily tasks and goals. Customer satisfaction isn’t just a metric; it’s the basis of sustainable business growth.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

GetFeedback

MAY 4, 2018

The more we automate business processes, the more we lose sight of our customers. It’s a reality in SaaS and practically every industry in the world. Though technology has undoubtedly made our jobs easier and improved the overall customer experience , it’s also distanced us from the people we serve.

Customer centricity 68

Customer centricity Feedback Surveys SaaS 68

Totango

OCTOBER 13, 2020

It is important that this delivery includes an ongoing effort to understand the customer’s needs and maximize your product to fit those needs. Additionally, your product knowledge, behavior tracking, and customer success metrics should allow you to anticipate and service future customer needs before they arise.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals , customer journey maps, health scores , segmentation , QBRs and much more. Start with: What is Customer Experience?

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What were the main challenges you found when implementing a digital strategy? .

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. If you are a SaaS business, churn is your devil with the pitchfork. Customers are unsteady, they sometimes run off to your competitors. But SaaS leaders know the importance of Net Revenue Retention and tracking it.

Upselling 52

Upselling SaaS Metrics Accountability 52

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. Recommended read: Top 5 Dos and Don’ts of Digital Customer Success.

Consulting 98

Consulting Consulting Best practices Upselling 98

CustomerSuccessBox

APRIL 5, 2022

I’m a buyer too, the customer experience influences my buying decisions, and why not others right? With a software as a service (SaaS) model, it’s just not enough to initiate the one-time sales and be done with it. It takes continuous renewals and a need to increase customer lifetime value as well. What is customer enablement?

Customer centricity 52

Customer centricity SaaS Metrics Customer retention 52

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. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

ChurnZero

SEPTEMBER 8, 2020

Since you might not have gotten the chance to carve out two full days from your schedule to listen in on the sessions, here’s our recap of the top ten Customer Success takeaways from the event. . . Into SaaS ? What’s scalable is being customer-focused to build the right things! Calculating churn can be tricky.

SaaS 90

SaaS Upselling Customer centricity Engineering 90

ChurnZero

JUNE 17, 2022

Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Onboarding metrics serve two main purposes.

Metrics 98

Metrics SaaS Surveys Self service 98

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. Customer Satisfaction Score (CSAT). We are here to help you! . Step 4: Plan for Action Variables.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

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

Amity

APRIL 25, 2016

Bill is a revenue marketer who leverages his background in professional development and training to create and execute content marketing strategies that drive profitable customer behavior. Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. They are defining the future of CX through creative ideas, innovative approaches, and impactful strategies. Here are 11 trailblazing women in CX you should start following in 2023: 1.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies?

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

SmartKarrot

APRIL 5, 2022

SaaS companies undergo a dynamic learning process. Though every SaaS founder is in the game to solve certain problems, they might make some mistakes along the way. However, it is tough to make the cut, and hence many SaaS startups fail due to bad strategy, planning, and miscommunication. Not tracking Metrics.

SaaS 11

SaaS Feedback Metrics Upselling 11

CSM Practice

DECEMBER 19, 2021

A Customer Success tech stack is a bundle of software solutions that address customer needs. . A CS tech stack that is not customer-centric loses usability gradually. A stack of well-integrated software is developed to guide customers to success. Usually, the SaaS business growth is categorized into 3 phases: .

CRM 98

CRM Brand ambassadors Best practices SaaS 98

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. As she explained: . Being an effective agent of change is a must.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

ChurnZero

APRIL 8, 2020

After all, whether you like to admit it or not, customers tend to trust their peers much more than your brand. Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . Before we go any further, what exactly is customer advocacy?

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81