ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). The customers that are retained help in bringing consistent monthly revenue for a SaaS company. But sometimes they may need the help of the engineering or product or development team. Reduce churn.

Management 67

Management Upselling SaaS Sales 67

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? They don’t collect customer feedback. What do I mean by that?

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”. All that stuff is really complex.”.

Management 59

Management Feedback Sales SaaS 59

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Interact with other areas of their business to ensure customer success, such as Product and Engineering.

Upselling 19

Upselling Coaching Best practices Consulting 19

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? They don’t collect customer feedback. What do I mean by that?

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

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

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

SmartKarrot

DECEMBER 2, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, New York, NY, US Organization: OMEGA POINT (OMPNT) As a Director of Customer Success, you will focus on customer success as it relates to revenue growth (renewals & upsell). Identifying upsell opportunities for net-new license and services engagements.

Upselling 19

Upselling Enterprise Customer centricity SaaS 19

SmartKarrot

FEBRUARY 8, 2022

Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering. Partner with cross-functional teams to ensure customer feedback is incorporated into the product roadmap. Forecast upcoming renewals and upsell opportunities.

Upselling 19

Upselling B2B Customer centricity SaaS 19

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. Therefore we have a customer base that is eager and willing to give us feedback, which is awesome. 8-9am COFFEE. Pretty cool.

Management 84

Management Finance Enterprise Accountability 84

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. What metrics do you watch closely?

B2C 60

B2C SaaS Accountability B2B 60

ClientSuccess

APRIL 20, 2017

The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. In contrast, a CSM aligned to Engineering can help with escalations, mitigate risk, and help identify potential customer issues.

SaaS 40

SaaS B2B Engineering Best practices 40

SmartKarrot

FEBRUARY 10, 2022

Apply here: [link] Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption. ” Identify opportunities to upsell to existing clients.

Education 19

Education Best practices Upselling B2B 19

Talkdesk

MAY 3, 2017

NomNom offers the ability to centralize all customer feedback and user research data in one place, with powerful search, automation, and collaboration capabilities. They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings.

Contact Center 40

Contact Center Call Center Upselling SaaS 40

SmartKarrot

AUGUST 27, 2021

Role: Vice President of Customer Success Location: Remote, Salinas, CA, US Organization: HeavyConnect As a Vice President of Customer Success, you will act as a role model of HeavyConnect’s values for the Customer Success teams and build on the SaaS customer-centric environment.

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

SmartKarrot

OCTOBER 20, 2020

With the evolution of product-based SaaS companies, customer success has taken an upsurge as a new business function. CS is a relatively new function that has come up with the growth of the SaaS industry. Account management has always been present even in manufacturing or engineering services.

Accountability 10

Accountability Management SaaS Upselling 10

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. This is also where you can start to understand if there is risk to renewal, opportunities for growth, feedback on the product, etc. 4) VALUE REALIZATION.

Education 45

Education Upselling Marketing SaaS 45

Amity

MAY 10, 2017

The dashboard also has warning lights for your engine, your tires, etc. Metrics are best used by team managers and members and can help provide valuable feedback on performance. This number will always be at or below 100% - a certain amount of customer loss is expected in the SaaS industry.

Metrics 54

Metrics Upselling SaaS Accountability 54

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Examples include: Search engine queries and ads. Upsell purchases.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. This is also where you can start to understand if there is risk to renewal, opportunities for growth, feedback on the product, etc. 4) Value Realization.

Education 40

Education Upselling Marketing SaaS 40

SmartKarrot

AUGUST 3, 2020

Role: Customer Success Manager Location: Seattle, WA, US Organization: Textio In this role, you’ll work closely with the customer success engineering team to measure progress and track and improve customer’s usage. You will apply a consultative approach to identify upsell opportunities and create a fan base amongst clients.

Finance 10

Finance CRM Upselling Accountability 10

SmartKarrot

MARCH 15, 2021

Influence future lifetime value through higher SaaS adoption, customer satisfaction and increase renewal rates to reduce churn. Identifying upselling opportunities and being responsible for account growth. Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales.

Upselling 10

Upselling SaaS Accountability Engineering 10

ChurnZero

NOVEMBER 22, 2019

How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How to Close a Feedback Loop for an NPS Survey – Learn how to close your customer feedback loop and get the most from your NPS survey responses using these best practices.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

MARCH 31, 2022

Well, that is how startups and SaaS companies feel when they do not take customer success seriously. To grow a SaaS company, it is important to communicate and engage with customers as much as possible. All arms of the company, such as product, support, sales, engineering, marketing, and IT, need to work with customers in mind.

SaaS 10

SaaS Sales Feedback Upselling 10

SmartKarrot

MARCH 9, 2022

In recent times, there has been a growing emphasis on adopting a product-led approach, especially in the Software-as-a-Service (SaaS) market. Slack never advertised itself via blogs or YouTube ads, rather, the SaaS product was made available for free so users would understand it themselves. Increase in upselling and retention.

Sales 10

Sales B2C SaaS Education 10

SmartKarrot

FEBRUARY 9, 2022

The worst part is that while product, sales, marketing, and engineering have a vote to increase their respective budgets, resulting in enhanced revenue or engagement, customer success depends on financial metrics like revenue per CSM or customers per CSM. CSMs need to know the latest trends and hacks in customer success.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

SmartKarrot

APRIL 23, 2020

There are various other names for customer success manager being used in the industry like Customer Success Engineer, Sales Manager, Customer Success Specialist, others. SaaS vendors faced a problem of customer churn and to retain customers this initiative of CSM took birth. CSM and its Purpose. Access here. The report states that.

Management 10

Management Complaint resolution Customer retention Engineering 10

SmartKarrot

OCTOBER 13, 2020

We have already known that being customer-centric is paramount for the growth of any SaaS company. This includes their web-activity, in-app activity, support calls, feedback, etc. There are many big-data services that you can purchase like BigML or Google Cloud ML Engine. It can be called as a 360-degree customer view.

Customer centricity 10

Customer centricity SaaS Analytics Customer retention 10

SmartKarrot

DECEMBER 22, 2020

In a B2B SaaS environment, every organization is ultimately working to serve their customers. This would help you identify the right timing to approach them for upsells and cross-sells. Monitor the kinds of feedback, service issues, challenges and pain point their customers are raising on their business page. Final Take.

B2B 10

B2B Upselling SaaS Marketing 10

CSM Magazine

MAY 26, 2022

Fortunately, SaaS companies have discovered the value of monitoring customer health. In fact, SaaS companies are 30% more likely to use customer health scores than their on-premise or other industry counterparts. Upsell/cross-sell potential. Excellent customer support can drive upselling and cross-selling revenue.

Engineering 52

Engineering SaaS Upselling Metrics 52

SmartKarrot

JUNE 20, 2022

Partnering with internal teams to drive growth and address customer concerns and feedback. Work with the customer champions to understand their internal process and purchasing requirements to ensure internal teams have the right information to navigate and negotiation SaaS contract deals on behalf of the customers.

Best practices 3

Best practices Upselling Accountability SaaS 3

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc. How should we talk about upsells and renewals now?

Upselling 52

Upselling Metrics SaaS APIs 52

CustomerSuccessBox

NOVEMBER 23, 2021

This is an ideal way to learn more about satisfaction by collecting feedback on your services or products. Upsell rate. The Upsell rate is interesting because if the customer risks buying another of your products or services, it is because he has confidence in the quality of your products and services. Loyalty rate.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Help Scout

JULY 20, 2021

They went from being a company known for its excellent engineering and top-of-the-line products to being more flexible and considering more user experience aspects, like paying attention to which industry the buyer worked in, what they’d commonly be doing with the device, and even the budget they worked with.

Sales 145

Sales Feedback Metrics Surveys 145

JustCall

FEBRUARY 11, 2022

Upselling, and cross selling products and sellers. Sales managers drive the company’s revenue engine. Overseeing sales performance, identifying gaps and providing feedback for improvement. Some of the examples of B2B products include wholesale products, commercial software, SaaS products, and consulting services.

Sales 52

Sales B2C call center software B2B 52