aircall

AUGUST 5, 2022

When it comes to lead-nurturing and follow-up at any SaaS company, it can help to segment leads based on these two metrics: . You need a clear definition of your potential customers’ individual life cycle stages to distinguish between a lead, an MQL, an SQL, a non-opportunity, and a paying customer,” Reynald says. .

Sales 62

Sales SaaS Marketing Personalization 62

ClientSuccess

OCTOBER 2, 2019

The role is present in many businesses, but its goals are based on sales quotas, rather than an intimate knowledge of the metrics tied to a customer’s position in the marketplace. Their appearance and recent popularity emerged as the software-as-a-service (SaaS) has shaped a distinct customer lifecycle. Defining the Role of a CSM.

Accountability 47

Accountability Management Upselling SaaS 47

ChurnZero

DECEMBER 28, 2018

This post will set you clear on the definitions of each and go into how they are different as well as what are some of their similarities between the two practices. Customer Success Metrics that Matter. Everyone wants to know about which metrics really matter in their industry. ChurnZero Resource.

Best practices 49

Best practices Metrics SaaS Sales 49

ClientSuccess

OCTOBER 5, 2017

Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. Today’s SaaS industry, more than ever before, is changing into a remote world. This last trend, while not necessarily a threat to customer success, is definitely shaking things up for SaaS industry leaders.

SaaS 41

SaaS Best practices Accountability Technology 41

ClientSuccess

NOVEMBER 21, 2017

It also involves executives on both sides, which will definitely move the needle one-way or the other. Sometimes, a customer going dark is bigger than a vendor relationship or engagement metrics. Take a deeper look at the metrics. Ultimate Guide to SaaS Customer Success Metrics. Do your research.

Upselling 50

Upselling Metrics SaaS Best practices 50

ClientSuccess

DECEMBER 12, 2017

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. Reviewing an ended customer relationship is an opportunity to gather critical metrics and begin to set benchmarks. Ultimate Guide to SaaS Customer Success Metrics.

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. Like any SaaS platform, you get out of it what you put in. Get your own free copy of this eBook.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Outbound call center metrics: Outbound Calls per Day. Download Ebook.

Call Center 52

Call Center Metrics Abandon rate Management 52

ClientSuccess

MAY 23, 2019

Definitely building relationships with my customers. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. Question 5. What do you find most fulfilling about being a CSM?

Management 51

Management Accountability Best practices SaaS 51

ClientSuccess

MAY 31, 2018

Lucidpress is a fast-growing SaaS startup and the second product offering of Lucid Software, so the members of my team each wear several hats, myself included. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. How has it helped you?

Best practices 40

Best practices SaaS Engineering Enterprise 40

ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. To hear exactly what the experts had to say on how to crush onboarding, download the full eBook. Recruit cross-functional team members to review customer feedback, map internal workflows, and define responsibilities and metrics. That’s a mistake.).

SaaS 59

SaaS Journey mapping Metrics Sales 59

ClientSuccess

AUGUST 27, 2019

Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success. This is a really good question, because customer success is definitely a culture and not just a department; an entire organization must be bought into the idea in order to excel.

Feedback 40

Feedback Sales Metrics SaaS 40

ClientSuccess

MARCH 7, 2017

Others help her with soft skills training and process definition. Many ask her how they can build a staffing model if they don’t have solid metrics. Customer Success eBooks: 5 Ways to Surprise & Delight Your Customers. Who Owns the SaaS Renewal? Readers may also know Francoise by several of the books she has written.

Finance 40

Finance Benchmark SaaS Consulting 40

SmartKarrot

DECEMBER 2, 2020

What packs a definite punch is the embracement of women in all of the work affairs. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Over 20 years, she has led the market, products, and CX initiatives in the SaaS niche.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

ClientSuccess

JULY 16, 2019

I would definitely encourage a CSM in this position to look at the customer journey and map out what each touchpoint looks like from the customer’s perspective. This approach definitely requires more work than passively reaching out to your customers. Ultimate Guide to SaaS Customer Success Metrics. Question 2.

Sales 41

Sales Upselling SaaS Best practices 41

ClientSuccess

OCTOBER 22, 2019

This approach definitely requires more work than passively reaching out to your customers. Here are other customer success resources: Customer Success eBooks : CSM from the Trenches: Implementing A Customer Success Program. Ultimate Guide to SaaS Customer Success Metrics.

Management 41

Management Feedback Personalization SaaS 41

ClientSuccess

SEPTEMBER 13, 2021

For some (but not all) SaaS organizations, CSMs are also responsible for leading and managing upsell conversations with customers. eBook: The Definitive Guide to CSM Comp Plans. Toolkit: Customer Success Metrics Toolkit. Modern CSMs wear many hats.

Upselling 59

Upselling SaaS Metrics Sales 59

ClientSuccess

NOVEMBER 1, 2018

Patrick Campbell, CEO and Founder of ProfitWell, a SaaS analytics platform , takes this uncertainty a step further. In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals?

Upselling 61

Upselling SaaS Accountability Analytics 61

ClientSuccess

JUNE 12, 2017

What are the Definitions of Customer Success Terms? Today’s SaaS organizations commonly utilize a subscription business model, where customers pay a recurring fee to gain access to a certain software or cloud-based platform. Adoption is a customer success term with two possible definitions associated with it. – Part II.

SaaS 46

SaaS Metrics Best practices Benchmark 46

ClientSuccess

OCTOBER 24, 2017

If you are spending too much time gathering renewal information, you’re definitely not alone and we are here to help. Here are other Customer Success Resources: Customer Success eBooks: Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Upselling 40

Upselling Benchmark SaaS Metrics 40

ClientSuccess

MAY 8, 2017

What are the Definitions of Key Customer Success Words? And, like most industries, every single SaaS company is different. For CSMs, usage can sometimes be a tricky metric to track and measure. Customer success, with all of its ups and downs, is a constantly changing and evolving field. Health Score.

Upselling 42

Upselling SaaS Metrics Accountability 42

ClientSuccess

DECEMBER 22, 2017

If you are struggling with a CRM or another tool that doesn’t help you stay on task and prioritize your work, you’re definitely not alone and we are here to help. eBook: Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. Schedule a platform product demo here.

Management 41

Management Morale SaaS CRM 41

ClientSuccess

SEPTEMBER 24, 2019

This is a really good question, because customer success is definitely a culture and not just a department; an entire organization must be bought into the idea in order to excel. As a SaaS company our customers are in the product every day so it’s important we’re connecting them with the team directly in charge of the product.

Engineering 40

Engineering SaaS Sales Best practices 40