Totango

SEPTEMBER 24, 2020

In a real-world sense, however, value is the potential for success a customer gains by partnering with you and your product. Creating value for customers depends on your ability to deliver on your promise of value through your product. . The Importance of Creating Value for Customers.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

Education Services Group

JULY 5, 2022

Standing there with a sack of beans, hoping to get some guidance about where to even begin to make Customer Success viable in their organization. During the workshop focusing on a Growth Mindset for Customer Success, led an exercise around key aspects of a successful work culture: Learning, Feedback, Innovation, and Safety.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

SmartKarrot

NOVEMBER 25, 2020

Keeping the same context in mind, let’s look at some ways through which you can generate leads and acquire the first 100 customers for your SaaS business. #1 The best way to know if your product is worth buying for a customer is through your existing network. 1 Start with your network. 4 Use Affiliate Marketing.

SaaS 11

SaaS B2B Marketing Feedback 11

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

Freshcaller

AUGUST 21, 2018

It’s up to us to define what these satisfaction goals are and hence, they are going to vary from product to product or service to service, and both product and service if you are a SaaS company. Most importantly, the book also says that customer satisfaction is a leading indicator of consumer purchase intentions and loyalty.

B2C 40

B2C Customer retention B2B Metrics 40

Education Services Group

OCTOBER 4, 2022

Like a SaaS text message company the ESG team recently worked with, whose engagement tiers are primarily based on product usage. It’s the bottoms-up counterpart that validates or invalidates the assumptions made in segmentation and the initial portion of your tiering exercise. At ESG, we call this a capacity plan.

Best practices 52

Best practices Finance Enterprise B2B 52

Education Services Group

AUGUST 4, 2021

You can face it head-on, do the work to uncover the reasons your customers churn, and become a better, healthier, more mature company as a result. Her Churn Crusher System helps SaaS companies uncover the hidden reasons behind their customer churn rates and develop ways to mitigate them – helping both their company and their customers thrive.

SaaS 52

SaaS Metrics Surveys Consulting 52

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. Customers want what they buy to be easy and nice to discover and get and use.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. Focus on generating a deep understanding of customer’s business drivers #customersuccess [Tweet this!]. Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Education Services Group

JUNE 15, 2022

Customer Success is most prominent inside of SaaS companies with really progressive thinkers and leaders that are pushing it forward. But if it doesn’t show you something you didn’t already know and it’s not compelling and meaningful to you, it becomes an academic exercise and you’ve actually gone backwards in your relationship.

SaaS 52

SaaS Management Best practices Customer advocacy 52

Education Services Group

JULY 10, 2019

In order for a business to have longevity, it must ensure that all parties involved are driving towards enriching the customer experience. So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update. But do they understand the customer lifecycle as it pertains to your customers?

Journey mapping 40

Journey mapping Customer centricity SaaS Sales 40

Totango

FEBRUARY 5, 2019

It’s about proactive customer success , not reactive customer service. ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. That information is then turned into customer solutions that create an ongoing revenue source across the entire customer journey.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

ClientSuccess

JULY 23, 2019

If I were asked to implement a CS program today, the first thing I’d do is define what success looks like (both internally for our company and externally for our customers). Internally – define customer retention rates, understand who your reference-able clients are, map out customer lifecycles and journeys within your organization.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

SmartKarrot

MAY 6, 2020

Ever since the SaaS companies came into prominence, somewhere around the mid 2000s, the major problem they faced was that of customer churn. They spent hefty amounts on marketing strategies to acquire new customers but due to the immense complexity of the software the customers were not able to adopt them and derive value from them.

SaaS 10

SaaS Customer retention Finance Sales 10

Education Services Group

MAY 27, 2022

Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity. Chase your customer’s definition of value.

Metrics 52

Metrics Accountability Feedback SaaS 52

SmartKarrot

DECEMBER 22, 2020

Customers stick-on or retain with the company when they realize the value. Customers choose products that deliver the value they sign up for. Value realization, especially for SaaS companies, is a huge metric to understand how long-term success looks for the customer. Customer feedback is the pillar of customer success.

Metrics 10

Metrics Upselling SaaS Customer retention 10

SmartKarrot

MAY 19, 2021

In the SaaS industry it is known that customers have high expectations. There is increased focus by companies on protecting their customer base and improving outcomes for them. B2B customers prefer a personalized experience and nearly 65 percent of them will leave if you don’t deliver as per their expectations.

Best practices 10

Best practices B2B SaaS Enterprise 10

SmartKarrot

MAY 26, 2020

Customer success is one of the fastest evolving business functions in the modern SaaS industry. Businesses are keen to hire the candidate who can exceed their expectations of a customer success manager (CSM) role. They must have an overall objective of retaining the customers and increasing their lifetime value (LTV).

Management 10

Management SaaS Upselling Feedback 10

SmartKarrot

OCTOBER 28, 2020

If you are into the SaaS business, then surely you would have heard of the term customer lifetime value. It gives you the overall revenue an average customer generates during their entire relationship with a business. But wouldn’t it be more beneficial to know what profit (rather than revenue) a customer generates?

SaaS 10

SaaS Advertising Engineering Accountability 10

SmartKarrot

APRIL 20, 2023

All this data can be used to enhance the customer experience and identify the areas of improvement. Make sure that you use call recording and analysis software in order to listen to and identify patterns in customer calls. This exercise is also very helpful in identifying the trends in customer behaviours and interests.

Chatbots 19

Chatbots Analytics Upselling CRM 19

ChurnZero

JANUARY 26, 2021

So how can CSMs engage with their customers in an outcomes-oriented way? . We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name).

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

JANUARY 3, 2020

Going through this exercise really energized the team, so we used the learnings to create SLAs for the whole team, including when the success team collaborates with product and engineering. The secret to a successful remote customer success team. Ingmar Zahorsky is ChartMogul’s VP of Customer Success.

SaaS 64

SaaS Metrics Engineering Feedback 64

ChurnZero

SEPTEMBER 25, 2020

At ChurnZero, to help give Customer Success perspective into the development phase, we use an exercise where we turn our CSMs into mini product managers. This roleplaying allows Customer Success to put on their Product hat and gain the context to understand the reasoning and rationale behind these, sometimes controversial, decisions.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

AskNicely

OCTOBER 24, 2018

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. They give this KPI to their marketing department or customer success team. A colleague received a customer feedback survey from a Saas company. The Awkward Question.

Surveys 60

Surveys Healthcare Benchmark Feedback 60

Education Services Group

DECEMBER 10, 2019

We know that we’re one of the most important components to a company’s continued longevity — especially in this SaaS-heavy economy. We know that we eat a lot of bad food and we don’t exercise enough. And yet, we still find ourselves trying to convince the C-suite that CS is worth it. The message is simple but complex at the same time.

Education 40

Education SaaS Coaching Personalization 40

SmartKarrot

MAY 4, 2023

Call coaching SaaS (Software-as-a-service) applications can offer reporting, automation, and monitoring through their integrations with video conferencing tools. A call coaching SaaS product can take care of all these steps without any manual assistance or guidance. What is software-based call coaching? Like what you are reading?

Coaching 10

Coaching SaaS Feedback Sales 10

SmartKarrot

JULY 26, 2021

What is the role of digital in improving the customer experience? Digital is the way ahead for SaaS businesses! At the end of the tunnel, digital transformation narrows down to creating a superior Customer Experience (CX). Helps understand customer behaviors better. Does AI improve customer experience? Bottom Line.

Customer Experience 11

Customer Experience Journey mapping SaaS Metrics 11

SmartKarrot

OCTOBER 12, 2022

When an account uses your product or service to achieve the desired result, this is referred to as client success or customer success. Additionally, it ensures a high customer retention rate , which raises your revenue. Business growth and customer satisfaction are closely related.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10