ClientSuccess

SEPTEMBER 8, 2020

When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. This last factor – resource allocation – can make or break a customer success team’s large account management process. Check out these additional resources: .

Accountability 52

Accountability Management SaaS Journey mapping 52

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

SaaS 59

SaaS Metrics Accountability industry standards 59

ClientSuccess

MARCH 2, 2021

For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. While Account Executives (AEs) have been managing customer accounts for many years now, the rise of the Customer Success Manager in the SaaS space has created some overlap – and confusion – between the two roles.

Accountability 62

Accountability Management Upselling SaaS 62

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. Manage through the change. eBook: Customer Success as a Culture: Customer Success Leaders Edition. The post The 6-Step Guide to Managing M&A as a CSM appeared first on ClientSuccess.

Management 52

Management Revenue potential SaaS CRM 52

ClientSuccess

DECEMBER 5, 2022

A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. Gain insight from your Customer Success Managers (CSMs) and others who work closely with customers to determine who should not be included, and who the top contenders should be. finding and managing a core customer base.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). For a SaaS company, your customers ultimately speak with their feet and their wallet in the form of renewals.

SaaS 55

SaaS Accountability Customer effort Metrics 55

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Churn Management Toolkit. Usually, this requires organization-wide investment in people, processes, and tools to make this happen. Start Here!

SaaS 76

SaaS Upselling Metrics CRM 76

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

Babelforce

JUNE 22, 2021

Is an ASP the same as SaaS? Pros of ASP Cons of ASP Your free guide to conversational AI (eBook). The ASP manages the infrastructure and runs these programs for you, so you don’t have to set up your own servers or worry about maintenance. Is an ASP the same as SaaS? What is an application service provider?

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SaaS CRM Call Center Sales 85

ClientSuccess

JANUARY 30, 2023

As a general industry rule of thumb, each CSM should be able to manage about $2 million in ACV (some may base it on ARR). Generally speaking, the more ACV per CSM, the fewer customers they will be able to manage effectively over the course of a year. This will depend on the experience of your CSM, the stage of your SaaS business, etc.

Best practices 70

Best practices Accountability SaaS Enterprise 70

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.

SaaS 105

SaaS Accountability Metrics Sales 105

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

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

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success.

SaaS 88

SaaS Finance Customer centricity Metrics 88

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

AUGUST 23, 2022

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), Customer success has become an increasingly critical function for SaaS organizations over the past few years. eBook: 3 Steps To Putting Your Customer First This Year. How to calculate Customer Effort Score.

Customer effort 79

Customer effort Metrics SaaS Surveys 79

ClientSuccess

FEBRUARY 1, 2021

In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows. If the last year taught customer success managers anything, it was to be prepared for the unexpected. How ClientSuccess can help your customer success team.

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Accountability SaaS Education CRM 104

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

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. 3 Tips That Can Help!

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

AUGUST 10, 2022

With a single customer success “score” that considers all of the above KPIs and more, customer success managers (as well as team leaders, department heads, and executive team members) can have a clear, concise answer to the question “how are our customers doing?” How is your team managing your customer success KPIs?

Metrics 78

Metrics SaaS Customer retention Accountability 78

ChurnZero

OCTOBER 26, 2021

It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. For SaaS customer segmentation , a company’s Annual Recurring Revenue (ARR) value can be an important identifier. SaaS companies are well aware that not all their customers are the same.

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SaaS Revenue potential Upselling Accountability 96

ChurnZero

APRIL 12, 2022

A CCO is an executive in charge of managing the organization’s customer relationships. SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. For the most part, SaaS companies focus on ongoing revenue. Definition of a chief customer officer.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

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. .

SaaS 68

SaaS Metrics CRM Sales 68

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.

SaaS 81

SaaS Accountability Metrics Sales 81

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

NOVEMBER 29, 2022

For customer success managers in the SaaS industry, it’s never been harder to stay ahead of the competition. Listening is a key skill for any customer success manager. Therefore, customer success managers must make a point of listening to their customers, and of seeking to understand them. Data Integration.

SaaS 52

SaaS Accountability Management Customer Experience 52

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.

Upselling 75

Upselling SaaS Sales Metrics 75

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores. Toolkit: Customer Success Metrics Toolkit.

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SaaS Metrics Accountability CRM 65

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

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.

Chief Customer Officer 70

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

DECEMBER 21, 2020

While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. More than one CSM has had to pivot this year on a customer project, which means that their project management, analyst, and data teams also had to change course.

Finance 93

Finance SaaS Best practices Accountability 93

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Download this eBook to learn how to crust your SaaS Customer Onboarding.

SaaS 52

SaaS Customer retention Surveys Consulting 52

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset. Ready to learn more?

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Benchmark Upselling Accountability Customer centricity 59

ClientSuccess

MAY 8, 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. From : Himanshu Patel, Customer Success Manager. 3 Key Takeaways from My First Two Years as a Customer Success Manager. Company : Icertis.

Management 56

Management Technical Support SaaS Metrics 56

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. A key feature of an ideal customer success platform is the ability to track and manage all conversations, outreach, and communication in one place.

Metrics 68

Metrics SaaS Accountability Best practices 68

ClientSuccess

NOVEMBER 18, 2020

In 2020, customer success has become one of the most critical positions in any SaaS organization. One additional side effect of the last year has also been a huge shift in the way organizations manage their staff. eBook: Customer Success as a Culture: Leaders Edition. Interested in learning more?

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SaaS Accountability Management Personalization 59