ClientSuccess

AUGUST 31, 2022

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. Sales teams run business reviews to keep salespeople on track toward their goals. 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.

Benchmark 77

Benchmark SaaS Accountability Analytics 77

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

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 1, 2021

Customer success teams with little to no technological support are looking to invest in a solution for the first time, while other teams may be looking to transition from a sales-focused CRM to a more dedicated account management solution. Will this platform help our customers and our CSMs meet both new and long-term goals?

Accountability 104

Accountability SaaS Education CRM 104

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. Who knows – transparency with customers could help your sales team close new deals!

SaaS 68

SaaS Sales Personalization 68

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

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

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

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

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

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. eBook: Implementing Customer Success.

Upselling 52

Upselling Accountability SaaS Coaching 52

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

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

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. Whether Customer Success or Sales Teams own the renewal process , it’s important to plan ahead for a jam-packed Q4. Customer retention and renewal are now crucial pieces of business growth.

Customer retention 95

Customer retention Best practices B2B SaaS 95

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

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! Yes, there is!

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

ChurnZero

OCTOBER 26, 2018

Strategies for an Effective Partnership between Customer Success and Sales. The handoff of a new customer between Sales and Customer Success is a critical moment in the customer lifecycle. In this session, Abby Hammer and Casey Altieri from ChurnZero shared tips to clarify and strengthen your knowledge transfers from Sales to CS.

Sales 56

Sales Upselling Accountability Best practices 56

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). One of the most critical stages of the customer lifecycle is the sales handoff.

Sales 40

Sales Upselling Best practices SaaS 40

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. You were just told to “get that renewal”.

SaaS 74

SaaS Coaching Metrics Sales 74

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

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

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. . They say good things come in threes which takes no exception to us welcoming our new CCO, CMO, and VP of Sales to our powerhouse executive team.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Look at Sales. Look at Onboarding.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

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

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

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

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

Comm100

APRIL 27, 2020

The good news is that there are lots of ways that companies can structure their teams and set up their customer service systems to meet customer demands and properly allocate their workforce. Does your customer need to connect with the support department or the sales team? And the secret tool behind all of this is omnichannel routing.

Automotive 59

Automotive CRM Upselling Customer centricity 59

ChurnZero

MARCH 11, 2020

I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. From these discussions, we were able to gain incredible insights into the root causes of customer churn that informed our strategy from marketing and sales through product and service delivery.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. If you’re considering the role yourself, check out our eBook, The Future CCO , for firsthand advice from industry leaders on what it takes to become a CCO. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. We’ll move from simply a “post-sale” job function to a complete corporate culture that aligns our goals to the customer’s desired outcomes. Customer Success will go well beyond SaaS businesses.

SaaS 52

SaaS Chief Customer Officer Metrics Education 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. Whether Customer Success or Sales Teams own the renewal process , it’s important to plan ahead for a jam-packed Q4. Customer retention and renewal are now crucial pieces of business growth.

Customer retention 52

Customer retention Best practices B2B SaaS 52

ClientSuccess

AUGUST 5, 2019

Most SaaS customers just want to get up and running on a platform as fast as possible and know how to use the product effectively enough to be successful. Questions about timelines and deadlines are incredibly common in SaaS onboarding because people are, in all honesty, impatient. eBook: How to Build and Scale a Customer Success Team.

SaaS 58

SaaS Accountability Best practices Personalization 58

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. In a perfect world, this wouldn’t be a problem because marketing and sales have done their job to set proper expectations from the start. They don’t want another sales pitch. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Management 58

Management SaaS Coaching Accountability 58

ClientSuccess

OCTOBER 22, 2019

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. . CSMs can join in on sales meetings to get a sense of what customers are looking for in their new solution. Start building advocates from day one.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ClientSuccess

JULY 1, 2019

In the SaaS industry, recurring revenue from renewals, expansions, and cross-sells comprise significant portions of an organization’s revenue model, making retention a forefront initiative. IT : X% investment of Sales budget dedicated to customer success tools and software. Develop accountability KPIs for each department.

Finance 49

Finance Upselling Metrics SaaS 49

ClientSuccess

SEPTEMBER 19, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. In a perfect world, this wouldn’t be a problem because marketing and sales have done their job to set proper expectations from the start. They don’t want another sales pitch. Level Headedness.

SaaS 54

SaaS Coaching Accountability Sales 54