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

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. Sure, cool, now meet promised bad news – average waiting time in the queue takes about 13 hours annually (13 HOURS!). As with regard to SaaS start-ups, Steli Efti, CEO of Close.io

Call Center 52

Call Center Metrics Abandon rate Management 52

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

AUGUST 31, 2022

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. Put your Business Review meeting on the calendar early, book an adequate amount of time, and ensure the right stakeholders from both sides can attend. eBook : 5 Ways To Surprise & Delight Your Customers.

Benchmark 77

Benchmark SaaS Accountability Analytics 77

SmartKarrot

APRIL 24, 2023

Quality is a critical factor for any software product, and SaaS is no exception What is Quality? Quality in SaaS (Software as a Service) refers to the ability of a SaaS solution to meet or exceed customer expectations, perform optimally, and provide a secure and reliable user experience.

SaaS 16

SaaS APIs B2B Marketing 16

ChurnZero

OCTOBER 26, 2021

When you separate your customers into distinct groups, you can get an accurate assessment of your customers’ needs and how you can best meet them. It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. What Is Customer Segmentation ?

SaaS 96

SaaS Revenue potential Upselling Accountability 96

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

MAY 18, 2021

This is why many SaaS organizations have a Customer Advisory Board to gather this feedback while saying thank you to your loyal customers. Running your Customer Advisory Board meetings. This is why a Customer Advisory Board meeting should be fun and exciting. eBook: 5 Ways To Surprise & Delight Your Customers.

Customer centricity 65

Customer centricity SaaS Feedback Marketing 65

ClientSuccess

FEBRUARY 1, 2021

Will this platform help our customers and our CSMs meet both new and long-term goals? eBook: The Ultimate Guide to SaaS Customer Success Metrics. Regardless of where your team falls in this spectrum, making an informed, educated decision is critical to set your team up for success in the long run.

Accountability 104

Accountability SaaS Education CRM 104

ClientSuccess

SEPTEMBER 22, 2021

Often, a customer’s life in a SaaS vendor organization can start to seem like a series of checkpoints, each leading to the next step in the project. These checkpoints can be in-person meetings, quarterly reviews, weekly calls, or however else your team checks in with customers. Keep it short, sweet, and to the point.

SaaS 64

SaaS Accountability Marketing Sales 64

ClientSuccess

AUGUST 2, 2021

For CSMs, acting as the bridge between customers and a SaaS product organization sometimes requires a tricky balance. From that first kick-off meeting, set the tone that transparency on both sides will be required for a successful working relationship. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

SaaS 68

SaaS Sales Personalization 68

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. It’s interesting to think that just a year ago video conferencing was much less common, even in meetings with external clients or remote employees. Treat a video call like an in-person meeting. .

SaaS 65

SaaS Personalization Accountability Sales 65

ClientSuccess

NOVEMBER 29, 2022

For customer success managers in the SaaS industry, it’s never been harder to stay ahead of the competition. Strengthening these skills is vital for meeting expectations today – so don’t forget to keep your toolkit sharpened as you progress through this dynamic role.

SaaS 52

SaaS Accountability Management Customer Experience 52

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

SaaS 40

SaaS Finance Feedback Metrics 40

ClientSuccess

OCTOBER 5, 2021

If your customers start to go dark, back out of meetings unexpectedly, or miss key project milestones, then you may want to start looking into if something is wrong. eBook: 5 Ways To Surprise & Delight Your Customers. Here are five critical customer success leading indicators your team should start tracking this year: 1.Customer

Metrics 72

Metrics SaaS Accountability Sales 72

ClientSuccess

OCTOBER 19, 2021

Product: any customer in a relationship with a SaaS vendor expects the product to function correctly, meet their needs, and continue to grow with their business. If your product isn’t meeting these criteria, it’s time for a conversation. eBook: CSM from the Trenches: Implementing Customer Success. Expected + Avoidable.

SaaS 59

SaaS Sales Customer Experience Management 59

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. Early on in a customer relationship, you probably set up a recurring meeting with your customers to touch base on a weekly or bi-weekly basis. eBook: 5 Ways To Surprise & Delight Your Customers.

Upselling 64

Upselling SaaS Metrics Accountability 64

ChurnZero

MARCH 3, 2020

For those in Customer Success, it can sometimes seem that your schedule is constantly being taken up by back-to-back customer meetings (which might really be the case), but it’s important to take the time and come up for air…and sometimes the best way to do that is to get out of the office.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ClientSuccess

SEPTEMBER 28, 2021

Competition: if you’re a SaaS organization, there will always be someone out there delivering the same thing to customers like you. In this case, it’s helpful to pivot your solution to meet their needs for long-term partnerships better. eBook: 3 Steps To Putting Your Customer First This Year. Ready to learn more?

SaaS 52

SaaS Management 52

ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. You can also use this email to request a meeting where you and your customer can dive into this data in more detail. For most B2B companies, Q4 means the time of contract renewals.

Customer retention 95

Customer retention Best practices B2B SaaS 95

ClientSuccess

APRIL 13, 2021

At the most basic level, businesses partner with SaaS vendors to solve a problem. Ask your customer contact for a meeting with their executive sponsor and ask them outright what they’re looking to achieve. Tell them to their face you’re willing to help them meet their goals. Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling SaaS Best practices Accountability 52

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

ChurnZero

OCTOBER 26, 2021

When you separate your customers into distinct groups, you can get an accurate assessment of your customers’ needs and how you can best meet them. It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. What Is customer segmentation ?

SaaS 52

SaaS Revenue potential Upselling Accountability 52

ClientSuccess

SEPTEMBER 21, 2020

It’s a proactive, real-time sales approach consisting of building relationships with existing customers, understanding in depth their company and product goals, and helping the customer meet those goals through day to day contact. eBooks: 5 Ways to Surprise & Delight Your Customers. How Do These Functions Work Together?

Customer Support 65

Customer Support SaaS B2B Technology 65

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. eBook: Customer Success as a Culture: Customer Success Leaders Edition. Schedule your next EBR. Things move slowly during M&A until they move quickly, which means you need to stay plugged in at every step.

Management 52

Management Revenue potential SaaS CRM 52

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. The competitive element has not only made a hit with kids, but also in business meetings and trivia settings.

SaaS 21

SaaS Education Coaching Healthcare 21

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. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Who are you NOT meeting the needs of today? Social Media.

SaaS 75

SaaS Enterprise Feedback Surveys 75

ClientSuccess

DECEMBER 4, 2018

Here is a great eBook and guide for building your customer success KPIs. Before the end of 2018, make a point to meet with the executives and leadership from other teams within your organization. Try to meet one-on-one if possible, and then bring the entire executive team together for a larger meeting.

Upselling 63

Upselling SaaS Accountability Metrics 63

ChurnZero

DECEMBER 27, 2019

This relatable post covers how to handle when the customer is not always right (shocking!) , tell a customer they’re a poor fit, and manage customer s who ignores deadlines and meetings. . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . Get your own free copy of this eBook.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 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. Gathering Critical Data and Metrics for Better Decision Making.

SaaS 74

SaaS Finance Metrics Upselling 74

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Once accounts are handed off to customer success, executives can be pulled in to meet with points of contact, spearhead potential renewal or upsell conversations, and more. eBook: Implementing Customer Success.

Upselling 52

Upselling Accountability SaaS Coaching 52

Cisco - Contact Center

AUGUST 3, 2020

Powered by the same groundbreaking speech engine that delivers transcripts and captions on the Webex Meetings platform, this unique feature provides real-time transcription of the agent/customer conversation, giving agents a full transcript and summary of each call. Read the Webex Contact Center ebook to learn more.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

ClientSuccess

AUGUST 21, 2019

Whether it’s helping their internal processes run smoother to helping them deliver more value to their customers, decisions to move forward with a product or feature implementation all come down to meeting a need. For more on similar topics, check out these resources: eBook: 5 Ways to Surprise & Delight Your Customers.

Upselling 53

Upselling SaaS Education Sales 53

ClientSuccess

OCTOBER 26, 2020

As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. According to Steven Rosen , Executive Coach, “A quarterly business reviews consists of a formal review meeting between a front line manager and one of his/her sales representatives.

SaaS 74

SaaS Coaching Metrics Sales 74

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. The Zoom meeting bar is rising, so Customer Success leaders should be helping their teams prepare to look and sound their best from home, even if their “office” is a utility closet! Marley Wagner , Sr.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. .

Best practices 64

Best practices Metrics Feedback SaaS 64