CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 92

Enterprise Finance SaaS Analytics 92

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. What Is a QBR?

SaaS 106

SaaS Technical Support Benchmark Accountability 106

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Making upsell offers.

B2B 116

B2B Journey mapping SaaS Engineering 116

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey. Major Categories.

Journey mapping 81

Journey mapping Morale SaaS Education 81

CustomerSuccessBox

MAY 18, 2022

Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are someone working in a SaaS startup, this blog has excellent thoughts to share with you. 16 Ventures.

SaaS 52

SaaS Upselling Education Customer retention 52

Nicereply

SEPTEMBER 17, 2020

Customer Success Management (CSM) is an area where a lot of individuals are paying attention to at the moment. Technology and software companies evolved the concept of customer success and are thus mostly responsible for the mainstream popularity of the term. The popularity of customer success has its benefits.

SaaS 105

SaaS Customer retention Customer Support Surveys 105

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. Trends emerge, technologies evolve, and customer needs change.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

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. Segmentation of Customers.

Customer centricity 52

Customer centricity SaaS Analytics Customer advocacy 52

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey. Major Categories.

Journey mapping 52

Journey mapping Morale SaaS Education 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial.

SaaS 52

SaaS Metrics Accountability Upselling 52

CSM Practice

FEBRUARY 24, 2020

The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. It cannot be greater than 100%.

Metrics 52

Metrics Upselling SaaS Accountability 52

Education Services Group

FEBRUARY 3, 2021

Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. inSided’s cutting edge technology makes them an ideal partner for us,” noted ESG CEO Michael Harnum. Learn more at esgsuccess.com. About inSided.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. Are Your Customer Success Stories Being Heard? Exploring the Top 5 Benefits of Customer Success. • Blog Posts.

SaaS 80

SaaS Education Customer retention Sales 80

CSM Practice

FEBRUARY 24, 2020

The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. It cannot be greater than 100%.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. It cannot be greater than 100%.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ChurnZero

MAY 14, 2021

“Basically, if we knew that a Customer Success Manager might have a little bit of capacity, but not enough to bring a project to fruition, that’s a breaking point.”. As a benchmark, SaaS businesses typically begin to invest in Customer Success Operations when they reach around $10 million in revenue.

Customer retention 81

Customer retention Metrics Benchmark SaaS 81

ChurnZero

AUGUST 24, 2018

The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. SaaS metrics the CFO and CS leader both need to know. • The total financial impact of customer retention.

Finance 61

Finance SaaS Education Customer retention 61

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. We’ll also show you how technology can help you automate your engagement strategy. Use your customer journey map to plan events that trigger customized offers.

B2C 62

B2C Upselling Journey mapping B2B 62

Education Services Group

FEBRUARY 9, 2021

Now, we are putting them head-to-head against the CRMs we know and love, to see which tech tool will take home the championship title of Best Software for Customer Success. In one corner, we have legacy sales technology – hard-hitting, hardworking CRMs (think Salesforce, Hubspot CRM, or Zoho). Your customer.

CRM 52

CRM Best practices Sales Banking 52

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

FEBRUARY 9, 2016

Let’s face it, as you grow, you will lose customers. When it comes to the importance of Customer Retention, the numbers don’t lie. The Gartner Group found that 80% of your company’s future revenue will come from just 20% of your existing customers. But what if your customers aren’t renewing?

SaaS 60

SaaS Customer retention Education Best practices 60

ChurnZero

JUNE 14, 2019

Automation is a game-changer for almost any department, but surprisingly Customer Success teams are a bit behind some of their counterparts (i.e. Marketing and Sales) when it comes to adopting technology to allow for automated workflows. Order lunch for the group and make it a team bonding event. It’s 2019 – this is normal.

SaaS 65

SaaS Customer retention Metrics Sales 65

JustCall

NOVEMBER 25, 2022

Real-time or post-event information about clients’ emotional states also should be provided. By acting more intelligently and swiftly in response to customer demands, NICE’s technology equips businesses to deliver excellent customer experiences. A conversational intelligence technology called Salesken.ai

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

ProProfs Blog

OCTOBER 30, 2021

A B2B example can be a SaaS brand that offers a marketing platform for small businesses. Occasion/event. Technology plays an important role in marketing. According to the role of technology in customers’ lives, you can make segments to learn who is an early adopter and who is a slow one. How is this helpful?

Marketing 142

Marketing B2B Advertising B2C 142

JivoChat

AUGUST 9, 2021

That shift is linked to the rise of e-commerce, mobile, and social media, which gave customers more choice over what they buy and from whom. And that was all before the pandemic–an event that forced consumers to rethink what they want from brand interactions. Personalized customer service improves customer retention.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

That shift is linked to the rise of e-commerce, mobile, and social media, which gave customers more choice over what they buy and from whom. And that was all before the pandemic–an event that forced consumers to rethink what they want from brand interactions. Personalized customer service improves customer retention.

Personalization 52

Personalization Customer Service B2B SaaS 52

NobelBiz

FEBRUARY 15, 2023

This can take the form of training on technology skills and tactics. An example of this would be creating training videos on using a social media solution to engage customers and potential customers or in case of a video, making the video available for employees to watch before going into customer contact.

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

ChurnZero

JULY 29, 2022

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. In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

aircall

MARCH 19, 2021

By understanding your customer profile, you can find out the specific demographic groups that are interested in your product, so can tailor your marketing campaigns to them more effectively. Increase customer retention. It produces a customer database that is accessible by other SaaS software and systems that your company uses.

Sales 62

Sales CRM Marketing Best practices 62

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

DECEMBER 20, 2019

Companies apply the golden rule of business to customers and employees. . Ryan Lester , Senior Director of Customer Experience Technologies, LogMeIn . 2020 is the year companies need to start applying the golden rule of business to both the customer and employee experience. CS brings focus to their purpose. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. She has also geared up many product-based SaaS companies as an Investor in recent times. he has been supporting the customer relationship management professionals and teams for over decades now.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Netomi

FEBRUARY 28, 2022

Crypto is not just a technology, it’s a movement. We believe that crypto can play an important role in the development of Latin America as interest in blockchain and innovative technologies proliferates throughout the region.” . Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia. Connect with Irit

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64