CSM Magazine

JULY 22, 2021

B2Bs in the SaaS space today strive for agile growth. High engagement aids brand awareness and market positioning. Communities furthermore, lower service costs and dramatically affect retention and upsell. Online communities serve as content engines that follow a one-to-many principle. Communities as Revenue Drivers.

Advertising 98

Advertising SaaS B2C Engineering 98

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ChurnZero

SEPTEMBER 8, 2020

Into SaaS ? As a product marketer using @asana , I’m enjoying @AlexanderHood ‘s talk now at #SaaStrAnnual about being customer-centric. We all face the same challenges in understanding SaaS businesses. . Customer Success is a growth engine. . Calculating churn can be tricky. Happiness is a moat. It’s OK.

SaaS 90

SaaS Upselling Customer centricity Education 90

SmartKarrot

JANUARY 25, 2022

Net Revenue Retention is a metric that indicates the stickiness of a SaaS product to its customers. It also assists as a parameter for the customer success teams to take a step towards retention, upsell or even cross-sell. . The lethal combination of marketing and customer success results in better NRR.

SaaS 19

SaaS Upselling Accountability Engineering 19

Totango

APRIL 30, 2021

To calculate your average CAC, total up all the marketing and sales costs that go into your acquisition efforts for a given period. The procedure for calculating CAC can be expressed through the formula: CAC = Total marketing and sales costs for customer acquisition / Total number of customers acquired. Email marketing.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

CSM Practice

SEPTEMBER 28, 2020

In SaaS, renewals are a natural part of the customer journey. We were a new product in the market and still untested. Forming champions with innovation leaders and CTOs to get us through the door with other business units like marketing who could better put an ROI number to our solution. Seems simple enough, right?

Management 52

Management Upselling Engineering SaaS 52

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase! Predictable Upsells. This is the next level of the previous point.

Upselling 52

Upselling SaaS B2B Metrics 52

Amity

MAY 17, 2016

SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t. As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place. • Top SaaS Fundings This Week.

Real estate 65

Real estate SaaS Upselling Sales 65

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

Mindtouch

OCTOBER 23, 2017

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. Software-as-a-Service (SaaS) companies are valued much higher than their on-premise software peers for this reason. Human Preference.

Self service 65

Self service Upselling SaaS Customer Support 65

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

ChurnZero

NOVEMBER 27, 2019

Drivers for corporate growth are no longer limited to Sales and Marketing. ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! . Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

TeamSupport

JUNE 15, 2020

We determined the market desperately needed a software solution for customer support at B2B companies so companies could stop having to piece together disparate generic solutions better fitted to business-to-consumer ( B2C ) retail companies. Helpful when upselling opportunities exist and to improve retention. That’s the beauty of it!

B2B 64

B2B Self service B2C Customer Support 64

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? Please note that the following interview has been edited slightly for clarity.).

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

CustomerSuccessBox

NOVEMBER 2, 2021

Complete Account Information : Customer company name, the industry they are in, product-market fit, company size, and contract information. A Customer Success Manager (CSM) job is to build relations with the customer strong enough that opportunities of upsell and retention organically present themselves.

Sales 52

Sales Engineering Upselling Customer retention 52

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? Please note that the following interview has been edited slightly for clarity.).

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

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

SmartKarrot

MARCH 9, 2023

To keep the company’s services competitive, keep up with market changes and best practises. Work directly with our leadership in Sales, Engineering, Product, and Support to engage current customers in defining goals and success criteria and using our product features to help them be met.

Upselling 19

Upselling Benchmark SaaS Accountability 19

Education Services Group

NOVEMBER 19, 2019

In 1975, Kodak engineer Steve Sasson built the first ever digital camera, but Kodak’s management just didn’t see the appeal. Dozens of companies have failed due to their failure to commit — to a new strategy, a new product, or a new market. Retained customers contribute directly to new customers in the SaaS customer lifecycle.

SaaS 40

SaaS Customer retention Upselling Education 40

CustomerSuccessBox

AUGUST 12, 2021

Are you a B2B SaaS start-up? Hence you need to understand the culture of the market and the customers to whom you’re selling. You will have different divisions for different functions such as sales, marketing, product, engineering, etc. Suggested Read : Why your SaaS might need Onboarding Speacialist.

SaaS 52

SaaS Accountability Engineering Technology 52

ClientSuccess

APRIL 20, 2017

The Rise of SaaS and Customer Success. Paul’s first foray into the world of Customer Success included managing customers and delivering Market Research. 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. The First CSM at Marketo.

SaaS 40

SaaS B2B Engineering Best practices 40

ChurnZero

FEBRUARY 26, 2021

Getting bombarded by Marketing for unrestricted customer access. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

FEBRUARY 8, 2022

Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering. Forecast upcoming renewals and upsell opportunities. Run upsell sales cycle process. Understand the customer use case. Respond to customers with low usage.

Upselling 19

Upselling B2B Customer centricity SaaS 19

SmartKarrot

DECEMBER 2, 2021

Drive alignment with Sales, Product, and Marketing with a focus on healthy collaboration and emphasis on long-term customer health and retention. Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Narvar’s retailers. Apply here: [link].

Upselling 19

Upselling Enterprise Customer centricity SaaS 19

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 does a typical day look like for a member of your team?

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

SEPTEMBER 12, 2022

Curate and grow a healthy pipeline of new prospects and leverage Marketing to help create thought leadership and campaigns to drive top of the funnel activities. Collaborate with Marketing and Product to deliver critical information related to the solutions and products. Identify, own, upsell and uplift opportunities.

Best practices 19

Best practices Metrics Upselling Accountability 19

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

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. This is the point where the customer is most receptive to cross-sells and upsells. 1) ONBOARDING. 5) ADVOCACY.

Education 45

Education Upselling Marketing SaaS 45

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. Leading a training session of designers, product managers and engineers at Fjord in New York City. Pretty cool.

Management 84

Management Finance Enterprise Accountability 84

Amity

MARCH 10, 2017

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. Peter Armaly , Transformation Advisor at Oracle Marketing Cloud. Getting started ban be dreadful.

Engineering 90

Engineering Upselling Metrics Customer centricity 90

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. Develop executive-level relationships with key customers.

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. This is the point where the customer is most receptive to cross-sells and upsells. 1) Onboarding. 5) Advocacy.

Education 40

Education Upselling Marketing SaaS 40

Talkdesk

MAY 3, 2017

They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings. Each call is transcribed by VoiceBase’s highly accurate speech recognition engine allowing in depth analysis of such KPIs as sales leads or churn risk.

Contact Center 40

Contact Center Call Center Upselling SaaS 40

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 does a typical day look like for a member of your team?

B2C 60

B2C SaaS Accountability B2B 60

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

Amity

MAY 10, 2017

The dashboard also has warning lights for your engine, your tires, etc. This number will always be at or below 100% - a certain amount of customer loss is expected in the SaaS industry. Net churn, on the other hand, factors in upsells and expansions within your existing customer base. Think of it as the dashboard on your car.

Metrics 54

Metrics Upselling SaaS Accountability 54

SmartKarrot

JULY 28, 2020

Identify and develop upsell opportunities. Apply here: [link] Role: Customer Success Manager – US & EMEA Market Location: Barcelona, Spain Organization: Workato In this role, you will be working with customers to ensure the success and adoption of the Workato Intelligent Automation Platform.

Upselling 10

Upselling Accountability Finance SaaS 10