ClientSuccess

FEBRUARY 1, 2022

If you’re part of a SaaS customer success team, mergers and acquisitions are an all-too-common occurrence in your life. While these corporate milestones can mean growth and opportunity for your team and you personally, they can also be confusing and difficult to navigate for both CSMs and customers alike. Research the details.

Management 52

Management Revenue potential SaaS CRM 52

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. Building a personal investment in your product can excite customers.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ChurnZero

APRIL 12, 2022

A CCO is an executive in charge of managing the organization’s customer relationships. What could the right person do for your business and customer relationships? SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. Definition of a chief customer officer.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful. Listening & Seeking to Understand.

Management 58

Management SaaS Coaching Accountability 58

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.

Accountability 47

Accountability Management Upselling SaaS 47

ClientSuccess

NOVEMBER 9, 2022

For many in the SaaS world, operations roles are not a new concept. For example, an operations resource on a sales team will often be the go-to person for building workflows and creating processes within a CRM. . eBook: CSM from the Trenches: Implementing Customer Success. Check out these related resources: .

SaaS 68

SaaS Metrics CRM Sales 68

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. The bottom line

Accountability 52

Accountability SaaS Upselling Best practices 52

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. . I needed to be able to connect more quickly.

SaaS 98

SaaS Personalization Accountability Education 98

ClientSuccess

MARCH 23, 2021

For most CSMs – and SaaS organizations in general – the work from home era is officially here, and has been for a while. Today, however, a year into our ‘new normal’ , video conferencing provides a much-needed element of personal connection and humanity to online calls. Treat a video call like an in-person meeting. .

SaaS 65

SaaS Personalization Accountability Sales 65

Comm100

JANUARY 5, 2022

Over the years, SaaS developers have worked with businesses to increase the efficacy and security of this vital customer service channel: most of today’s live chat providers offer some level of password protection and data encryption to help companies manage sensitive data. High security standards . CRM integration . Find out more.

Government 82

Government CRM SaaS Marketing 82

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? Manager of Growth Marketing, Sarah E. The quotes are used in blog posts, ebooks, on social media, across the website, and in many more locations. Communicate your top advantages over your competitors on your pricing page.

Marketing 109

Marketing SaaS Sales Surveys 109

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.

Accountability 40

Accountability Management B2C Upselling 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. eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

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. eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics Feedback SaaS 64

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?

Management 70

Management Chief Customer Officer Best practices Consulting 70

inSided

OCTOBER 2, 2019

That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) Traditionally in B2B SaaS companies, speaking to your customers involved webinars, meet-ups and in-person events. at the forefront of your overall business goals.

Self service 67

Self service B2B SaaS Gamification 67

ClientSuccess

JANUARY 25, 2021

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. Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

SmartKarrot

SEPTEMBER 18, 2020

This has led more and more EdTech companies to embrace the SaaS model , all thanks to its sundry benefits. Here is a list of 25 such SaaS EdTech companies that are booming the market and wooing the customers more than ever. Additionally, the company makes eBooks, mobile applications and digital curricula. McGraw Hill Education.

SaaS 21

SaaS Education Coaching Healthcare 21

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. An Intense Focus on Outcomes and ROI.

SaaS 74

SaaS Finance Metrics Upselling 74

ClientSuccess

FEBRUARY 8, 2023

Billing delinquency : unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with. Keeping track of your customer billing delinquency incidents ensures visibility and allows for quick action.

Metrics 75

Metrics Upselling B2B SaaS 75

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. Company : ClientSuccess. Company : Loopio.

Management 40

Management Chief Customer Officer Best practices SaaS 40

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it? Social Media. Annual Customer Survey.

SaaS 75

SaaS Enterprise Feedback Surveys 75

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. Company : ClientSuccess. So I went to work.

Management 51

Management Best practices SaaS Metrics 51

ClientSuccess

MAY 23, 2019

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. The importance of being authentic with your customers and not being afraid to let your personality shine. Ultimate Guide to SaaS Customer Success Metrics.

Management 51

Management Accountability Best practices SaaS 51

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. Customer Pulse from Customer Success Manager. Financial Metrics. Quick Ratio.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

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.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ClientSuccess

SEPTEMBER 19, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful. . Problem Solving and Resolution. Level Headedness.

SaaS 54

SaaS Coaching Accountability Sales 54

CSM Magazine

JANUARY 13, 2022

The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase. Download the Security in the Contact Centre eBook, which provides a more in-depth view of the research here.

Surveys 52

Surveys Customer Service Self service Chatbots 52

ClientSuccess

OCTOBER 22, 2019

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. 19 Qualities That Can Make Good Customer Success Managers Great. Personally, this has meant they respond well to setbacks. Let’s get started!

Management 41

Management Feedback Personalization SaaS 41

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. Build a Competitive Advantage: Your Personal Brand.

SaaS 52

SaaS Personalization Accountability Education 52

SmartKarrot

FEBRUARY 16, 2022

Software as a service or SaaS has been growing as a leading software distribution model. The world of SaaS has simplified software creation and distribution making access easier than before. Leveraging the power of cloud technology, SaaS has re-engineered the way we look at modern technology and software. Aaron Levie.

SaaS 10

SaaS Finance B2B Marketing 10

ClientSuccess

APRIL 4, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Jorie Basque , Customer Relationship Manager. The psychology of understanding the customer story – both personally and their company. Company : InGenius Software.

Management 40

Management Customer advocacy Best practices SaaS 40

ClientSuccess

AUGUST 21, 2019

As a customer success manager, it’s your job to uncover this need, help overcome any concerns that might come up, and showcase how your product can help alleviate this need. Whether it’s changing a contract to include a new feature or paying more for personalized training, price is always going to be a factor.

Upselling 53

Upselling SaaS Education Sales 53

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations. According to zippia.com , cloud-based (i.e.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Comm100

APRIL 27, 2020

Having one platform that manages all digital channels is necessary to set up routing like this to assign messages from the right channel to the right agent. Take a look at the following scenario: Gabriella is having a hard time understanding a particular feature in a SaaS company’s extensive product suite. Customer status.

Automotive 59

Automotive CRM Upselling Customer centricity 59

ClientSuccess

AUGUST 5, 2019

If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. While every customer account is different and has different goals, it is possible to bucket certain questions to create a general outline for customer success management. eBook: How to Build and Scale a Customer Success Team.

SaaS 58

SaaS Accountability Best practices Personalization 58

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. 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