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.

SaaS 77

SaaS Best practices Enterprise Finance 77

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 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. At the end, both the company and person should be onboarded.

SaaS 66

SaaS B2B Education Metrics 66

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. Provide Personalized Offers. Timing is essential.

Management 98

Management Upselling SaaS Education 98

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. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. Improving communication through personalization. Increasing adoption through product education.

Customer retention 74

Customer retention Best practices Education Benchmark 74

CustomerSuccessBox

AUGUST 25, 2022

The SaaS space is ever-changing and growing. So, how does one keep up with the SaaS trends? Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. Given the booming demand for CS, the need for education regarding the same has reached new heights. Did you miss them?

SaaS 52

SaaS Education Metrics Marketing 52

JivoChat

JANUARY 15, 2023

A lead could be anyone who has asked a question about a product on your ecommerce site, to someone who signed up for a demo of your SaaS product. Most live chat tools can also be connected with your CRM system, so you can easily track leads through your sales pipeline and always provide each person with the most relevant buying experience.

Best practices 75

Best practices B2B Sales Multichannel 75

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Benefits of having a Customer Success Software for your SaaS business-.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Personal: Behavioral data and demographics. Support: Help desk tickets and support status.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Personalizing dashboard interfaces. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

CrazyCall

SEPTEMBER 4, 2018

If you want to follow everyone on this list, check out the list on Twitter , where we’ve brought together all the sales influencers, so you can easily check their profiles and follow each person you want to. Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Personal blog. Personal blog.

Sales 129

Sales SaaS CRM B2B 129

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. What are your metrics? What are your goals?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? It’s like extending a personal guide to your customers—one who is there to support them every step of the way. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Education Services Group

JULY 20, 2021

Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education. Does the email appear to come from a person or company they’re familiar with, or is something generic that they may overlook? How do you incorporate bots into a human touch process?

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. to regions such as Australia, Europe, Brazil, China and now Canada.

SaaS 84

SaaS Consulting Consulting Coaching 84

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Personal: Behavioral data and demographics. Voice of Customer: Survey responses and satisfaction scores.

Upselling 68

Upselling Enterprise Metrics Customer centricity 68

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. A growing reliance on Customer Success metrics. I predict 2021 will be the year businesses rely on interdepartmental Customer Success metrics more than ever. Customer Success will go well beyond SaaS businesses.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

JivoChat

JULY 20, 2021

More importantly, we’ll teach you how to retain customers with 16 powerful customer retention strategies, which are effective whether you own a SaaS company, e-commerce store, or freelance business. So much so, they expect businesses to provide fast, personalized support across multiple channels. Educate Your Customers.

Customer retention 52

Customer retention Gamification Education Self service 52

ClientSuccess

SEPTEMBER 26, 2019

A Marketing Metrics study found that if a customer has made at least one purchase in the past, they’re 60% more likely to purchase from you again in the future. Closely monitor customer health metrics on a regular basis. . Tip: Be sure to check out our Ultimate Guide to SaaS Customer Success Metrics !) .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

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. A SaaS product is an online software that users with a license have access to.

SaaS 11

SaaS Management Metrics B2B 11

Education Services Group

JUNE 29, 2019

If your business model is based on high acquisition, five percent churn might be sustainable, but most B2B SaaS businesses simply aren’t built that way. They’ll need to know who to contact if they have questions, but it also helps to lay the groundwork for the person likely to be contacting them over the course of their subscription.

SaaS 40

SaaS Upselling Customer retention B2B 40

Totango

OCTOBER 23, 2020

As the first step in the customer journey , onboarding is centered around educating your new client on how to properly use your product and access its features. Created and tracked within the CDP, these metrics provide a view into how onboarding is currently impacting customer relationships and illustrate where there is room for improvement

Best practices 71

Best practices Metrics Enterprise Feedback 71

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

SmartKarrot

JULY 26, 2022

To write a SaaS case study, you must remember certain pointers. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results. How to Write a SaaS Case Study. What was the industry- education, technology, oil and gas, health, eCommerce, etc.

SaaS 10

SaaS B2B Feedback Education 10

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Personal: Behavioral data and demographics. Voice of Customer: Survey responses and satisfaction scores.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education. 9.) .” – Anand Janefalkar, CEO and Founder, UJET.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. Every morning before I get my day started, I look at my calendar to know where I need to be and what to prep, but I also look at some key and core metrics from the previous day.

B2C 0

B2C SaaS Accountability B2B 0

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

Totango

SEPTEMBER 24, 2020

The SaaS and subscription markets have many choices available, and low overheads and customizable conditions make switching between business solutions effortless. The goal is to get them to first value by educating your customer on your product. The Importance of Creating Value for Customers.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

Kayako

APRIL 27, 2017

Metrics analyzed in isolation can leave support leaders confused: Why are customers with a 90% satisfaction rating on their last five conversations leaving? How do you measure customer loyalty with metrics? With almost 30 customer support metrics available to track, it can be hard to decide which one really measures customer loyalty.

Metrics 72

Metrics Surveys Customer effort Best practices 72

SmartKarrot

NOVEMBER 23, 2020

In such a case, empathy is a must, and the ability to understand the other person is all that the job is about. Having 5+ years of experience in the fields of sales, customer success, or renewals – or in the B2B SaaS industry is a huge advantage. Therefore, you must imbue some of the soft skills too. How to Become a Renewal Manager?

SaaS 10

SaaS B2B Management Finance 10

Amity

APRIL 25, 2016

Director of Customer Success Education - CSM Practice. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. The Gainsight Blog. Andrew Rhodes.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96