ChurnZero

APRIL 21, 2023

Enter digital customer education. In our webinar, “ Unlocking the power of customer education ,” Steve Cornwell, CEO of Northpass, and You Mon Tsang, CEO of ChurnZero, share five of the best use cases for digital customer education in CS and how to build your own program. Q: Have you fully transitioned from traditional (e.g.,

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Education Self service SaaS Enterprise 52

CustomerSuccessBox

JUNE 9, 2021

The first one, where we have seen Customer Success organizations that have a customer onboarding specialist team and in the second one, we’ve seen Customer Success organizations that have customer success managers themselves responsible for onboarding customers. Customer Onboarding Specialist Vs Customer Success Manager.

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CustomerSuccessBox

MARCH 7, 2022

Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. SaaS renewal’ is a term relating to Software-as-a-Service companies that operate with a subscription-based financial model. How is the renewal process important in SaaS? Renewals Manager.

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SaaS Upselling Customer retention Accountability 52

CustomerSuccessBox

APRIL 18, 2022

The best way to persevere within the SaaS industry is through better networking and productive collaboration. Here’s a simple curated list of Top 10 SaaS conferences of 2022 that you can add to your calendar and learn from the best! A planned two-day event is important considering the future of SaaS businesses. CXO Summit.

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SaaS Education Technology Marketing 52

ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Clarity is key.

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Management Upselling SaaS Education 98

ShepHyken

OCTOBER 26, 2021

Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. He is a TopTal certified Top 3% Product Management Professional and also helps to teach Kellogg Executive Education course on Product Strategy.

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Education Services Group

JANUARY 13, 2023

As businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. There’s a term for when a business takes the leap from traditional to SaaS: swallowing the fish. 5 tips for CS leaders managing the transition from traditional to SaaS.

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SaaS Enterprise Best practices Sales 52

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Managing your customers and their success path as a SaaS company is a meticulous process. SaaS businesses across the globe lose a chunk of their revenue due to poor customer service or experience.

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SaaS Upselling Education Accountability 52

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

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SaaS Customer retention Metrics B2B 52

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Marketing department: Create educational content for customers.

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SaaS Best practices Enterprise Finance 77

Mindtouch

OCTOBER 8, 2017

Planview is a software-as-a-service (SaaS) company and the industry leader in work and resource management software. A common use case for MindTouch clients is converting training, how-to, or LMS content into an effective self-service experience that serves as Customer Education. Customer Education Example.

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Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things. Feedback from customers early in the development process helps minimize wasted cycles.

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SaaS Analytics Customer centricity Engineering 52

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer. Apoorva Jaswal , Technical Account Manager, Branch. Sales team.

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SaaS B2B Education Metrics 66

CustomerSuccessBox

JUNE 1, 2021

When you’re trying to build a great success team, searching for a good Customer Success Manager, most often you see that the right fit- Customer Success Managers are hard to find. We have seen successful success managers come in from all sorts of backgrounds which is not just limited to Support representatives. Sales Managers.

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CustomerSuccessBox

JUNE 30, 2021

Going reactive to proactive has been the mantra for customer success for all SaaS businesses. Shifting from reactive to proactive in customer success is important for SaaS companies because their subscription-based business model demands to keep customers happy over the long haul. So here are a few ways. Reach out to them.

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SaaS CRM Education Sales 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management.

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ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management.

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Management Customer retention Upselling Chief Customer Officer 52

ClientSuccess

APRIL 5, 2018

ClientSuccess will host Bill Cushard, Customer Success Strategist of ServiceRocket and a 2018 Mindtouch Top Customer Success Strategist , for this month’s customer success webinar series: How to Design a Customer Education Strategy. The webinar covers the topic of designing a proactive strategy for customer education.

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Education SaaS B2B Consulting 42

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

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SaaS industry standards Upselling Education 71

CSM Magazine

OCTOBER 25, 2022

Both individuals have extensive business development, revenue generation, and customer success experience from previous leadership positions at top SaaS (Software as a Service) brands. With that, we are attracting more and more top talent from other successful SaaS brands. Daniel Maier, chief revenue officer, Calabrio.

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SaaS Cloud contact Customer centricity Coaching 52

CustomerSuccessBox

DECEMBER 7, 2021

In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. SaaS businesses around the world give different names to the ‘ Digital CSM ’. It has become super important for SaaS companies to have a digital-led CS strategy to march ahead in today’s day and age.

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Management SaaS Marketing B2B 52

TeamSupport

JANUARY 11, 2019

Running a SaaS (Software-as-a-Service) company is fun. This can only mean one thing: it’s time to build a SaaS customer service team. One feature that is a must-have for any customer service team in the SaaS industry is screen sharing. Getting those first few customers feels amazing, and your core focus is on making them happy.

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SaaS Customer Service Customer Experience B2C 40

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. But, before that, let us look at the definition of customer education. contact-form-7].

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Education Journey mapping SaaS B2B 19

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Customer success manager roles The CSM role is becoming more strategic, with increased responsibility for driving revenue.

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Education Upselling Consulting Consulting 52

ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. But wait: there’s more (online education).

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Journey mapping Customer centricity SaaS Education 98

SmartKarrot

FEBRUARY 23, 2022

The consumption gap is one of the most common problems of B2B SaaS companies. It is a matter of concern as the customers are failing to fully utilize the power of the solution they bought and the SaaS Company provided. Steps to identify consumption gap in your product: A must requirement for customer success managers.

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PeopleMetrics

JANUARY 13, 2017

When you are selling a SaaS product, you really need to think about what you’re actually selling. It seems like an obvious truth (after all, they are called Software-as-a-Service products), but many SaaS companies lose sight of the service side of things - they strive toward the goal of a no-touch sales organization. Trust the Metrics.

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SaaS Benchmark Metrics Education 54

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM?

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Management CRM Analytics Customer retention 52

CSM Magazine

APRIL 20, 2021

The UK’s largest equine charity, The British Horse Society (BHS), has selected PCI Pal to secure all of its cardholder-not-present telephone-based payments for memberships, renewals and educational materials. About PCI Pal.

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Management Government SaaS Education 52

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “I’m calling it now,” says CS management coach Ryan Johansen. Hiring and teams will continue to grow at a steady pace.”

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Chief Customer Officer SaaS Best practices Journey mapping 52

ShepHyken

NOVEMBER 25, 2022

A customer relationship management (CRM) system keeps buyer information organized and accessible. She has 10+ years of B2B & B2C marketing experience in various sectors such as SaaS, e-commerce, education, and consumer goods. The strategy may also include sending personalized messages on holidays and birthdays. .

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Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Though both AMs and CSMs have a post-sales role, and AMs often make excellent CSMs with the proper change management and training, the two practices are certainly far from synonymous.

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CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? Challenges.

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Management Customer retention Upselling Accountability 52

ChurnZero

SEPTEMBER 7, 2018

As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn. To start, here’s some tips for writing the perfect Customer Success Manager job description. Minimum education level required. Customer Education: The Secret to Scale in Customer Success. Upcoming Webinar.

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SmartKarrot

JANUARY 21, 2021

It is quite known that nearly 80 percent of companies use SaaS applications for various functions in their system. It is mostly SaaS products that rule the roost in the business world. SaaS or on-demand software goes back to the 1970’s. Managing these software solutions became important. What is SaaS Product Management?

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SaaS Management Metrics B2B 11

SmartKarrot

JULY 22, 2022

There’s no denying the fact that customer education has now become an integral part of every SaaS business. For any SaaS business, customer education is not just about explaining to customers the tough technical details about the SaaS product. Why Measuring ROI on Customer Education is Important?

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Nicereply

MAY 23, 2022

When you look at all the venture money coming into companies in Canada, especially in SaaS. I really believe it’s everyone’s responsibility to scale support and my role is to educate the business on how we do that. Listen to your managers and agents and take feedback from other departments. knowledge management.

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