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.

Metrics 40

Metrics SaaS Sales Marketing 40

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. eBook: 3 Steps To Putting Your Customer First This Year. eBook: 3 Steps To Putting Your Customer First This Year.

Upselling 75

Upselling SaaS Sales Metrics 75

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!

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. It provided all the right metrics to report to the management team.”. Read their latest report.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Expect to see companies setting standards for customer-facing teams around bandwidth and sound and lighting, but also investing in the tools that these employees need to make their setup look and sound professional.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

FEBRUARY 11, 2020

It was a two-day event in Atlanta, where attendees got to hear perspectives from leading Chief Customer Officers on how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and the tools you need to train, measure and encourage core soft skills.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

ChurnZero

FEBRUARY 7, 2020

It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. Leverage digital email/in-app metrics as a way to track overall engagement 2. 6 in the U.S. #2

SaaS 64

SaaS Transportation B2C Customer retention 64

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.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

ClientSuccess

OCTOBER 26, 2020

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? What is the format of the Customer Success QBR and what tools will be used? leader, presenter, moderator, note taker, etc.). What reports should be pulled?

SaaS 74

SaaS Coaching Metrics Sales 74

ClientSuccess

MAY 1, 2019

As CSMs, we have many different tools and options we can use in order to help at-risk customers succeed. Blog Posts: 6 Metrics that Help Calculate Your Customer’s Health & SuccessScore. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Keep to the previously agreed upon success plan. Conclusion.

SaaS 50

SaaS Metrics Management 50

ChurnZero

FEBRUARY 14, 2020

If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. Leverage digital email/in-app metrics as a way to track overall engagement 2. Because the only thing more disappointing than receiving Sweethearts, is a box full of blank ones.

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

ClientSuccess

OCTOBER 5, 2017

Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. Today’s SaaS industry, more than ever before, is changing into a remote world. This last trend, while not necessarily a threat to customer success, is definitely shaking things up for SaaS industry leaders. Competency.

SaaS 41

SaaS Best practices Accountability Technology 41

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.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are two of the most common tools businesses use to track how happy customers are. When and how to use those metrics.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

ClientSuccess

FEBRUARY 21, 2017

Salesloft is one of the fastest growing startup companies in SaaS today, due in no small part to Katie’s attention to detail and her wealth of knowledge in the customer success space. As the 7th SalesLoft employee, Katie has seen customer success scaling first hand from a small company to the fast-growth SaaS organization SalesLoft is today.

SaaS 40

SaaS Technical Support Sales Engineering 40

Nicereply

APRIL 30, 2020

Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. Track and analyze customer metrics.

Sales 69

Sales Customer Service Upselling CRM 69

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. Churn destroys SaaS business valuation. What to do about it.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ClientSuccess

FEBRUARY 14, 2019

Some years ago, I was responsible for the rollout of a new tool and process that was not as successful as it could have been. The process and tool were phenomenal, and the management was excited, but that wasn’t enough to drive adoption. Ultimate Guide to SaaS Customer Success Metrics. Do you have a “favorite failure”?

Consulting 50

Consulting Consulting Best practices SaaS 50

Influitive

JUNE 14, 2016

Joe is chatting with Jane over dinner about a scathing review he read on G2 Crowd that panned the exact SaaS his company was on the cusp of implementing. What sets this new era in marketing apart from the “modern” is an earth-rumbling shift away from mass-reach metrics and click-this-to-do/get-that strategies.

Marketing 60

Marketing SaaS Consulting Consulting 60

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.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

ClientSuccess

MARCH 27, 2018

Outside-in thinking means that you look at your business from the customer’s perspective and design processes, tools, and products on what is best for your customer and what meets your customer’s needs. Customer Success as a Culture: Customer Success Leaders Edition.

Journey mapping 40

Journey mapping Customer Experience Education Best practices 40

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. Like any SaaS platform, you get out of it what you put in. Active users become the company’s crown jewel. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

OCTOBER 3, 2018

pleasant) interactions with them while your tool may not be solving for their needs. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. Question 5.

Best practices 52

Best practices SaaS Metrics Accountability 52

ClientSuccess

NOVEMBER 3, 2017

15Five is a complete performance management solution that delivers a full suite of integrated tools – including continuous employee feedback, Objectives (OKRs), pulse surveys, peer recognition, and one-on-one meeting agendas. Ultimate Guide to SaaS Customer Success Metrics. Join the CSM from the Trenches Community.

Best practices 44

Best practices SaaS Employee engagement Metrics 44

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Outbound call center metrics: Outbound Calls per Day. Download Ebook.

Call Center 52

Call Center Metrics Abandon rate Management 52

ClientSuccess

NOVEMBER 7, 2018

I onboarded my family to Slack over the course of the next few weeks, taking on most of the responsibility to make us successful using the new tool; in a very real sense, I was their assigned customer success manager. Ultimate Guide to SaaS Customer Success Metrics.

Management 51

Management Best practices SaaS Metrics 51

ChurnZero

MARCH 20, 2020

Peppered with nuance, the recipe for the perfect ratio of technical, subject matter, and relationship expertise is not as cut and dried or easily transferable across SaaS as hiring managers may hope. Have you been forced to inherit hand-me-down sales tools that weren’t built with the Customer Success Manager (CSM) in mind?

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

ClientSuccess

JUNE 28, 2018

Finding the right software tools and work processes that helps you structure your day. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. How has it helped you?

Best practices 40

Best practices SaaS Metrics Management 40

ClientSuccess

OCTOBER 17, 2018

Whether it’s a new calendar tool that shows multiple time zones at once, a great email subscription platform to stay on top of industry trends impacting our customers, or a new screen capture tool that allows us to communicate with our customers more efficiently, everyone on our team is constantly stumbling upon these micro-wins.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ClientSuccess

OCTOBER 19, 2017

Our CS team makes sure to hold good, effective meetings (in fact, they use our own tool, SoapBox , to facilitate these meetings). Here are other customer success resources: Customer Success eBooks: Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 41

Best practices Customer centricity SaaS Metrics 41

ClientSuccess

JANUARY 25, 2018

My strategic use of the tool has enabled me to help build client confidence, form strong relationships, reduce churn, and even increase revenue – results that come from balancing professionalism and authenticity. LinkedIn offers unique opportunities for communication not available in other tools. Linkedin is a powerful tool for CSMs.

Best practices 42

Best practices SaaS Coaching Sales 42

ClientSuccess

MARCH 28, 2018

Whether it’s a new calendar tool that shows multiple time zones at once, a great email subscription platform to stay on top of industry trends impacting our customers, or a new screen capture tool that allows us to communicate with our customers more efficiently, everyone on our team is constantly stumbling upon these micro-wins. .

Management 41

Management Best practices Customer centricity SaaS 41

ClientSuccess

MARCH 13, 2018

I recently learned my scheduling tool allows me to include a buffer before and after calls! Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Management 40

Management Best practices SaaS Metrics 40

SmartKarrot

FEBRUARY 21, 2023

With the rapid evolution of SaaS platforms, the existing benchmarks of success are being replaced with new ones that better reflect the intrinsic value of functions and businesses in the eyes of stakeholders and investors. Account plans, however, need to stay current and relevant given the changes in the operating environment and parameters.

Accountability 10

Accountability Management SaaS Finance 10

ClientSuccess

AUGUST 14, 2018

Clients want to be lead with best practices in order for them to be successful using your tool or service. Ultimate Guide to SaaS Customer Success Metrics. Our clients rely on our partnership to help them achieve their business objectives and success criteria.

Best practices 42

Best practices Strategic Value Sales SaaS 42

ClientSuccess

MARCH 7, 2017

“Often people see a staffing model as a useful tool when talking to the Finance department, but to me it’s much more useful to use to talk to yourself, your own management team, and the entire contributor base,” said Francoise. Many ask her how they can build a staffing model if they don’t have solid metrics. 3 Ownership Models.

Finance 40

Finance Benchmark SaaS Consulting 40

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. SaaS companies like Zoom, Netflix, and Slack offer a great product experience. If someone becomes a customer if they read a blog, watch a video, or download an ebook- it is marketing-led growth. There has been a shift in how businesses work and run. Bottom Line.

Sales 10

Sales Marketing SaaS Customer retention 10