ClientSuccess

AUGUST 31, 2020

Your customer success department – as well as your organization’s executive leadership – understands that customer success managers need more visibility and insight into account activity in order to make the best decisions for customers, which is where your new customer success platform comes into the picture.

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SaaS Accountability Metrics Sales 105

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

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Metrics SaaS Best practices Accountability 41

ClientSuccess

NOVEMBER 9, 2022

For many in the SaaS world, operations roles are not a new concept. By investing the time and strategic focus into a customer success platform, operations resources can create manageable workloads for CSMs, deliver customer support where it’s needed most, and do more on a day-to-day basis with technology as a supporting player. .

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SaaS Metrics CRM Sales 68

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

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Accountability Management Upselling SaaS 47

ClientSuccess

JULY 20, 2021

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. The past year has highlighted precisely how critical current customers are to the success of SaaS organizations, thanks in large part to net retention rates. eBook: 3 Steps To Putting Your Customer First This Year.

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SaaS Customer retention Upselling Accountability 69

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. eBook: 5 Ways To Surprise & Delight Your Customers. Are NPS scores taking a dip?

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Customer retention Upselling SaaS Accountability 70

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

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Metrics SaaS Sales Marketing 40

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before.

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SaaS Accountability Metrics Sales 81

SmartKarrot

FEBRUARY 12, 2021

SaaS (software as a service) companies have seen an exponential growth in the business sphere. There is some insightful content around SaaS that can be an inspiration to readers. The 20 Best SaaS Blogs You Must Follow. All That SaaS. The blog is run by Dan Decker, a SaaS industry expert. . contact-form-7].

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SaaS B2B Metrics Sales 23

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Sentiment: One of the oldest customer success metrics in the books, capturing customer sentiment early and often in your customer relationships can ensure your team is always on top of sentiment changes and issues.

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Metrics SaaS Accountability Sales 72

ClientSuccess

MARCH 8, 2022

But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. are managed in some part by CSMs. eBook: 3 Steps To Putting Your Customer First This Year. Ready to get started?

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Upselling SaaS Sales Metrics 75

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. In order to deliver the best customer experience possible, customer success managers and leaders should develop the following critical skills: Problem Solving and Resolution. Expectation Setting. Level Headedness.

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Management SaaS Coaching Accountability 58

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage.

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Metrics SaaS Sales Accountability 40

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

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Chief Customer Officer SaaS Education Best practices 70

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. eBooks: Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Management 40

Management SaaS Best practices Metrics 40

ClientSuccess

APRIL 28, 2021

If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. Track your product usage metrics accordingly. . Track your product usage, log ins, and other on-platform metrics to make sure your customer is still engaging with your platform. . When do customers ‘go dark’.

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Upselling SaaS Metrics Accountability 64

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. When all departments understand the root of customer issues or complaints, working together towards a resolution is more manageable. Toolkit: Team Leadership Toolkit.

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Upselling Accountability SaaS Metrics 52

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. What Is Customer Lifecycle Management? How To Get Started With Customer Lifecycle Management.

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Enterprise Journey mapping Management Benchmark 40

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. Rely on metrics to gauge success. .

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Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. Rely on metrics to gauge success. .

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Best practices Metrics Feedback SaaS 64

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. a necessity.

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SaaS Finance Metrics Upselling 74

ClientSuccess

DECEMBER 20, 2018

Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Quick Ratio.

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Journey mapping SaaS Metrics Accountability 49

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries. Revenue Generation Methods.

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Accountability Management B2C Upselling 40

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Processes, technologies, people (training and incentives) and channel management must now be aligned and integrated for Customer Success on a massive scale. the internal CSM’s manager) more frequently.

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SaaS Chief Customer Officer Metrics Education 52

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub. Business Continuity.

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Contact Center Technology contact center solutions Virtual Agent 124

ChurnZero

FEBRUARY 7, 2020

It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention.

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SaaS Transportation B2C Customer retention 64

SmartKarrot

JULY 16, 2020

Hence, SaaS companies need to be proactive about user retention if they want to build a loyal customer base. In this blog, we are going to delve into the reasons why retention is a critical step, some of the best metrics to use to calculate the retention. Key Retention Metrics. Let’s get started. Why Retention is Critical.

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SaaS Metrics Customer retention Upselling 10

ChurnZero

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . This places even more pressure on SaaS companies to retain their current customers and provide a product that delights users, and dramatically increases the need to build an army of customer advocates!

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Customer advocacy Journey mapping SaaS Gamification 81

ClientSuccess

OCTOBER 26, 2020

For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. What numbers/metrics should be known?

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SaaS Coaching Metrics Sales 74

ClientSuccess

JUNE 2, 2017

Customer success metrics that drive results and revenue. ? How to unite your entire company around customer success. ? How to build and align the customer journey map and experience. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar. Your Presenter.

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Journey mapping SaaS Metrics Best practices 40

ChurnZero

FEBRUARY 11, 2020

In the session she talked about how to proactively manage B2B customers through onboarding, adoption, advocacy and renewal. But, if you’re utilizing digital communication, you have access to all sorts of “marketing” metrics, that can help you understand the engagement of your customers with your product and your communication!

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Chief Customer Officer SaaS B2B Analytics 52

ClientSuccess

NOVEMBER 7, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Sam Feil , Customer Success Manager. An Adoption Change Management Customer Success Story. Ultimate Guide to SaaS Customer Success Metrics.

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Management Best practices SaaS Metrics 51

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers. Let’s get started! By the way, Dyson?

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Management Chief Customer Officer Best practices Consulting 70

ClientSuccess

SEPTEMBER 26, 2019

A Marketing Metrics study found that if a customer has made at least one purchase in the past, they’re 60% more likely to purchase from you again in the future. Closely monitor customer health metrics on a regular basis. . Tip: Be sure to check out our Ultimate Guide to SaaS Customer Success Metrics !) .

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Customer retention Metrics SaaS Upselling 49

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Here are three ways SaaS companies can address customer churn: 1.

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SaaS Journey mapping Benchmark Sales 50

ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Sam Feil , Customer Success Manager. From : Sara Masson , Senior Customer Success Manager. Ultimate Guide to SaaS Customer Success Metrics.

Management 40

Management Chief Customer Officer Best practices SaaS 40

ClientSuccess

MAY 20, 2019

Like diligent gardeners, Customer Success Managers (CSMs) excel at identifying problems and attacking them at their roots. This is a solid strategy, but it’s not always the best approach to drive the metrics that matter in customer success. Imagine you manage a team of CSMs. Ultimate Guide to SaaS Customer Success Metrics.

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