ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning.

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SaaS Accountability Management Sales 59

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Why is customer marketing important?

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ClientSuccess

MARCH 20, 2019

When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Quick Ratio.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

ClientSuccess

JUNE 13, 2017

In the business of SaaS, churn, retention, and revenue are critical factors in measuring many other key aspects of business such as annual recurring revenue (ARR), monthly recurring revenue (MRR), and even projected growth rate. Definition: The percentage of customers retained over a given period of time. Two Part Series.

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SaaS Metrics Customer retention Upselling 43

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Which brings us to what marketers are now talking about – the omnichannel customer experience.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

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

JUNE 20, 2017

In our previous blog post, Part 1 of this 2-part series, we explored some of the most prominent customer success metrics including revenue rate, churn rate, gross revenue retention rate, and net revenue retention rate (which can also be found in our latest ebook). World-class SaaS companies have negative churn (or net growth).

Upselling 40

Upselling SaaS Metrics Best practices 40

ClientSuccess

DECEMBER 20, 2018

For the average SaaS-focused customer success teams, there are four main buckets of metrics to consider: financial metrics, customer health metrics, usage metrics, and team performance metrics. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Retention Rate/Customer Churn Rate.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

ClientSuccess

OCTOBER 22, 2019

Although they are true champions of your brand and your product, advocates are definitely shaking things up in the CSM world. . It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. .

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ClientSuccess

OCTOBER 2, 2019

Their appearance and recent popularity emerged as the software-as-a-service (SaaS) has shaped a distinct customer lifecycle. In the SaaS model, how companies interact with customers has changed along with the nature of doing business. eBook: How to Build and Scale a Customer Success Team. AMs must remain separate from CSMs.

Accountability 47

Accountability Management Upselling SaaS 47

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. In most SaaS businesses, the ultimate goal is to increase revenue. After all, your customers are your best advocates and will definitely have some helpful tips to put into play.

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Accountability Upselling SaaS Feedback 42

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

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. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. Customer Experience & Customer Success: Are they the same? ChurnZero Resource.

Best practices 49

Best practices Metrics SaaS Sales 49

Nicereply

MARCH 7, 2019

Formerly the Director of Customer Support at Kayako, now the founder of Supported Content , it feels as though Sarah and her team keep many SaaS companies’ content afloat! Her documentation is unparalleled, the ebooks she worked on at Zapier are fantastic and, just in general, she’s an all-around good egg. Sarah Chambers.

Engineering 94

Engineering Customer Support SaaS Personalization 94

ClientSuccess

NOVEMBER 21, 2017

It also involves executives on both sides, which will definitely move the needle one-way or the other. Ultimate Guide to SaaS Customer Success Metrics. Sometimes project managers or administrators can get bogged down in day-to-day business, which makes it hard for them to engage with vendors in a timely manner.

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. Check out our resources below for more customer success best practices and insights for how your organization can put customers first: eBooks: 5 Ways to Surprise & Delight Your Customers.

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

ChurnZero

DECEMBER 20, 2019

SaaS companies at all stages will continue to increase investment in Revenue and CS Ops to drive the alignment that’s critical for maximizing customer lifetime value. Like any SaaS platform, you get out of it what you put in. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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. Product plays a definitive role in customer onboarding to make it frictionless, intuitive, and value driven. . It’s a learn-or-churn, adopt-or-get-dropped user experience.

SaaS 59

SaaS Journey mapping Metrics Sales 59

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

MARCH 7, 2017

Others help her with soft skills training and process definition. Customer Success eBooks: 5 Ways to Surprise & Delight Your Customers. Who Owns the SaaS Renewal? For instance, one important part of the process is building customer portals, and she has team members who do nothing but that. 3 Ownership Models.

Finance 40

Finance Benchmark SaaS Consulting 40

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

AUGUST 27, 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. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Feedback 40

Feedback Sales Metrics SaaS 40

CrazyCall

AUGUST 8, 2019

That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. As with regard to SaaS start-ups, Steli Efti, CEO of Close.io The post TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK) appeared first on CrazyCall.

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Call Center Metrics Abandon rate Management 52

SmartKarrot

APRIL 20, 2020

Farm Don’t Hunt: The Definitive Guide to Customer Success. This book is chock full of great advice for companies looking to grow exponentially despite the many pitfalls that plague the SaaS industry. If there’s one customer success book that will have you feeling empowered, it’s this one! by Guy Nirpaz, Fernando Pizarro.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Engineering 10

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. Modern CSMs wear many hats. From project manager to company voice box to issue mitigator, CSMs are veritable jacks of all trades.

Upselling 59

Upselling SaaS Metrics Sales 59

Babelforce

JUNE 22, 2021

Is an ASP the same as SaaS? Pros of ASP Cons of ASP Your free guide to conversational AI (eBook). Is an ASP the same as SaaS? Both ASP and SaaS companies will provide you with access to a technical product because it is cheaper or easier than creating one yourself. In this post: What is an application service provider?

SaaS 85

SaaS CRM Call Center Sales 85

SmartKarrot

NOVEMBER 25, 2021

The digital-first mindset has been at the forefront of several SaaS businesses this year. While you might perceive your tech-savvy business to be miles ahead of the competition, one strategy that can make your business a SaaS superpower is conversation artificial intelligence. . What is conversation artificial intelligence?

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SaaS Chatbots B2B Complaint resolution 10

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

JivoChat

MARCH 29, 2022

Webinars are very popular among B2B and SaaS (software as a service) companies. You can invite a team of experts to make the webinar, and also put an ebook and other types of content available to enhance the experience. . Customer onboarding is a fundamental step to conquering customer loyalty when we are talking about SaaS companies.

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Education Surveys SaaS Personalization 75

SmartKarrot

APRIL 23, 2020

Results on those parameters are definitely going to keep the customer engaged. To learn more download our Customer Health Score ebook here. CLV is what the company gets from the customer while NCDV is what the company gives to the customer. Parameters we choose for CSM should be based on what we give to the customer.

B2B 10

B2B Technology Best practices Service level 10

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.

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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

ChurnZero

DECEMBER 22, 2020

For when you don’t want to write out that long, wordy, and confusing email that you reread 15 times before sending to ensure nothing is lost in translation (wh ich despite your tasteful highlighting and dynamit e bulleting , most definitely is): . Why we love it: g et f ree ebooks and audiobooks. On your phone.

Surveys 59

Surveys SaaS Management Personalization 59

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.

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Management Morale SaaS CRM 41