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.

SaaS 59

SaaS Accountability Management 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

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

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. From project manager to company voice box to issue mitigator, CSMs are veritable jacks of all trades. Toolkit: Customer Success Metrics Toolkit.

Upselling 59

Upselling SaaS Metrics Sales 59

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. We “do” marketing and sales, but the customer “does” their experience!

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

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

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 13, 2017

For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. While both revenue retention and customer retention are important, many SaaS companies place a higher value on revenue retention because revenue is king in any SaaS business.

SaaS 43

SaaS Metrics Customer retention Upselling 43

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

These individuals have long been specialists outside of new business sales teams. 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. eBook: How to Build and Scale a Customer Success Team.

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. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts. In most SaaS businesses, the ultimate goal is to increase revenue.

Accountability 42

Accountability Upselling SaaS Feedback 42

ChurnZero

DECEMBER 28, 2018

Strategies for an Effective Partnership Between Customer Success & Sales – Part 1. The handoff of a new customer between Sales and Customer Success is critical moment in the customer lifecycle. Strategies for an Effective Partnership Between Customer Success & Sales – Part 2. This post continues on from the topic above.

Best practices 49

Best practices Metrics SaaS Sales 49

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. The customer lifecycle refers to the entire customer journey, from sales to onboarding to engagement and beyond.

SaaS 46

SaaS Metrics Best practices Benchmark 46

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

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?

SaaS 10

SaaS Chatbots B2B Complaint resolution 10

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide. Sales won’t pass GO and collect until a customer is successful. . Sales and CS collaborations create “pods” of sales.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

NOVEMBER 21, 2017

It’s important to remember, however, that a customer in an upsell position, no matter how mutually beneficial or respectful the relationship, is still in the middle of a sales cycle. As any sales professional can attest to, this can often lead to long periods of silence on a customer’s end. 3 Keys to Restoring Customer Confidence.

Upselling 50

Upselling Metrics SaaS Best practices 50

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.

Education 75

Education Surveys SaaS Personalization 75

ClientSuccess

MAY 8, 2017

What are the Definitions of Key Customer Success Words? And, like most industries, every single SaaS company is different. After the sales process, onboarding is the first impression a customer has with a brand’s internal team, its processes, and the general working relationship. Learn more and register here.

Upselling 42

Upselling SaaS Metrics Accountability 42

ClientSuccess

DECEMBER 12, 2017

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. A sales team needs to know which messaging or conversations should be avoided and which to engage in, and so on. Ultimate Guide to SaaS Customer Success Metrics. Are Your CSMs Equipped to Handle Churn?

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

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. From sales to marketing to implementation to onboarding, everyone must understand what customer success looks like and be aligned on the desired outcomes.

Engineering 40

Engineering SaaS Sales Best practices 40

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. When I get to sales, what are the conversations I’ll be having like? What was the deal cycle like from Sales? Ultimate Guide to SaaS Customer Success Metrics.

Sales 41

Sales Upselling SaaS Best practices 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. From sales to marketing to implementation to onboarding, everyone must understand what customer success looks like and be aligned on the desired outcomes. .

Feedback 40

Feedback Sales Metrics SaaS 40

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

ClientSuccess

MARCH 7, 2017

Francoise’s career has been in high tech where it’s often perceived that the sales cycle is simple: a company creates wonderful products, customers use the products, tell their friends who also buy the products, and so on. Others help her with soft skills training and process definition. Who Owns the SaaS Renewal?

Finance 40

Finance Benchmark SaaS Consulting 40

ClientSuccess

OCTOBER 22, 2019

This approach definitely requires more work than passively reaching out to your customers. We are often tasked with being the glue between product, sales, and support, filling in for the “grey” areas, or potentially needing to “quarterback” various projects to help them get across the finish-line.

Management 41

Management Feedback Personalization SaaS 41

SmartKarrot

APRIL 20, 2020

As CEO of the world’s largest subscription management platform, Tien Tzuo has helped hundreds of companies transition from relying on individual sales to building customer-centric, recurring-revenue businesses. Farm Don’t Hunt: The Definitive Guide to Customer Success. by Guy Nirpaz, Fernando Pizarro. From Impossible To Inevitable.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Engineering 10