Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Persuasion Skills. Technical Skills.

Management 90

Management Upselling Coaching Best practices 90

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. When people think of top-line growth, they often think of Sales. Not so much.

Metrics 98

Metrics Journey mapping SaaS Sales 98

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company? Customer Churn.

SaaS 52

SaaS B2B Customer retention Upselling 52

ChurnZero

FEBRUARY 8, 2024

Now a successful stress management and productivity coach who works with go-to-market SaaS teams, Ryan was once a customer success leader, until burnout prompted him to become an expert on stress within the tech industry. CZ: 2023 was a stressful year in customer success and SaaS.

Morale 52

Morale SaaS Coaching Management 52

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Fine-tuning your CX elements is a constant exercise. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Vidyard provides a platform designed to help sales teams record and send videos as well as analyze user video engagement patterns. Learners can engage in practice exercises and receive certifications.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. This is all to say that while working closely with sales departments comes naturally to most CSMs, bringing in other departments – such as marketing – can sometimes leave both customers and internal teams wanting more.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

SmartKarrot

NOVEMBER 19, 2020

But for a SaaS revenue forecast, you have to take many factors into account. There are many revenue streams that exist in a SaaS business. Except for the fresh sales, the rest of the revenue streams depend on the kind of relationship you develop with your customers. What is SaaS revenue forecast? For Fresh Sales.

Best practices 10

Best practices SaaS Sales Marketing 10

Amity

MARCH 13, 2016

In a world in which churn is a reality, SaaS companies need to be aware about why customers leave so they can develop well-defined strategies and tactics to retain them. User adoption also plays a major role in the success of a SaaS business. This means that SaaS businesses need to continually focus on adoption and usage.

SaaS 95

SaaS Sales Customer retention Consulting 95

ChurnZero

MARCH 4, 2022

Assist your sales organization in closing deals faster. In the example below, Amy maps out an onboarding journey, but you can perform this exercise using any customer journey. You can think of this exercise as similar to using a SWOT analysis to find strengths and opportunities. Remove barriers to adoption. Score all the forces.

Feedback 95

Feedback SaaS Personalization Management 95

CustomerSuccessBox

DECEMBER 13, 2021

She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success. Having a retrospective with a customer on the onboarding experience can be a great exercise too if the customer is willing. Pre-sales / Post Sales).

Best practices 52

Best practices Consulting Consulting SaaS 52

Satrix Solutions

AUGUST 20, 2019

Many of our clients have found that a formal Sales Win Loss Program and Customer Defection/Churn Analysis are each valuable endeavors to understand the competitive landscape. Soliciting those insights often proves to be an immensely valuable exercise. Read more here: Sales Win Loss Program. Rewire Your Sales Process.

Sales 68

Sales Consulting Consulting Scripts 68

Nicereply

AUGUST 11, 2020

Own and manage customer relationships from the point of sale through successful implementation. Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations. Technical knowledge of whatever frameworks your product uses if you work in SaaS. Sales enablement.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

ClientSuccess

AUGUST 5, 2019

Most SaaS customers just want to get up and running on a platform as fast as possible and know how to use the product effectively enough to be successful. Questions about timelines and deadlines are incredibly common in SaaS onboarding because people are, in all honesty, impatient. How long will this take?

SaaS 58

SaaS Accountability Best practices Personalization 58

Education Services Group

JULY 5, 2022

On the other end of the spectrum, there were the teams of folks from the startup or SaaS space, where CS isn’t just a buzzword and key stakeholders all know its value ( sounds like a dream, doesn’t it?!). Marketing, Product, Sales, and Customer Success, all sat at the same table with the customer experience at the forefront.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

ChurnZero

JUNE 11, 2021

The purpose of this exercise is to help you analyze your data and identify trends in an objective manner to ensure that your health scores reflect current information and processes. This exercise begins with being introspective. Do you have a Sales-to-Customer Success issue where customers are not a good fit?

Metrics 96

Metrics SaaS Accountability Sales 96

ChurnZero

MARCH 11, 2020

I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. From these discussions, we were able to gain incredible insights into the root causes of customer churn that informed our strategy from marketing and sales through product and service delivery.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

CustomerSuccessBox

OCTOBER 5, 2021

In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. In B2B SaaS businesses, you have to identify those key indicators which can drive performance. The benefit of doing this exercise is to identify where the core problem lies.

Upselling 59

Upselling SaaS Metrics Accountability 59

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.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

JULY 16, 2021

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. It’s an important exercise for anyone who’s sending any kind of messaging to your customers, whether they’re Customer Success or not.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. 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 Customer Success vs. Sales.

Management 59

Management Feedback Sales SaaS 59

Education Services Group

OCTOBER 4, 2022

Like a SaaS text message company the ESG team recently worked with, whose engagement tiers are primarily based on product usage. According to Gartner , “The goal [of tiering] is to ensure profitable sales growth by allocating the appropriate investment into each customer relationship.” At ESG, we call this a capacity plan.

Best practices 52

Best practices Finance Enterprise B2B 52

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. In the post-sales journey, onboarding is the first step toward helping the customer use your product to achieve their business goals.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

ProProfs Blog

MAY 3, 2019

What this means is that customer support does not translate to after-sales service only; instead, it is there at all stages of customer interaction. This never-ending exercise might appear clear and simple enough, but keeping customers happy is hugely challenging nonetheless. A Shared Inbox for Tickets. Try ProProfs Help Desk for Free.

Management 68

Management Customer Support Self service Surveys 68

Amity

SEPTEMBER 19, 2016

So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. Sales is killing it and closing deals. I generally like to pull in someone from Sales, Support, and if possible Product. Customer Success owns the relationship after the sale has closed. Your product is awesome!

Management 0

Management Construction Upselling SaaS 0

ClientSuccess

FEBRUARY 14, 2019

My mornings tend to begin with a little exercise and a lot of coffee. A CSM has to have a broad range of skills — product expertise, industry knowledge, sales acumen, training delivery, executive-level presentation skills, etc., Concerned about your sales ability? Don’t hesitate to lean on your sales reps.

Consulting 50

Consulting Consulting Best practices SaaS 50

Education Services Group

FEBRUARY 9, 2023

It’s amazing how exercise clarifies the mind. Like how Swann and Lambert influenced the appeal of being part of the high school football team, Customer Success has started to develop some of the same cachet that businesspeople have long associated with Sales and Marketing, as organizations near to the heartbeat of a company.

Coaching 52

Coaching SaaS Best practices Sales 52

ChurnZero

MAY 8, 2020

A: [Ed]: These benchmarks came from David Skok , you may have heard his name before, and the KeyBanc Capital Markets SaaS Survey. This is widely accepted modeling with SaaS-based KPIs, such as CLTV, cost to serve, ACV, ARPU, and all kinds of unit economics that people use. are built into this model. I’m happy to share this with you.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

Education Services Group

JULY 10, 2019

Moreover, it’s traditionally based on product sales, rather than services. So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update. if there are gaps in adoption, usage, or education, smoothing out the journey from sale to the customer’s hands can help immensely. and stick around.

Journey mapping 40

Journey mapping Customer centricity SaaS Sales 40

ProProfs Blog

JANUARY 17, 2020

That you bought a SaaS product and then completely forget that it exists? . The SaaS customer lifecycle is something that is continuously growing and ever-evolving. . But, what exactly is this SaaS customer lifecycle? What is SaaS Customer Lifecycle. A clear indicator that the SaaS market is on the rise.

SaaS 161

SaaS Sales Marketing Upselling 161

CustomerSuccessBox

JANUARY 24, 2019

All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers. The customer success department can improve your financials dramatically as the major revenue for a SaaS company comes from the existing customers. That is NOT true.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. But the best Sales and Marketing teams (which also have a relationship component) use well-defined processes and data integrations to drive their operations. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

ClientSuccess

NOVEMBER 15, 2017

The Customer Lifecycle Begins The Moment a Sales Is Closed. For this blog, we’re going to focus on the customer journey that begins the moment a sale is closed. Traditions and processes are often different between different countries or regional areas, and these exercises can often fix or control issues before they become a problem.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Amity

JANUARY 30, 2014

While many SaaS companies are shifting towards pooled and self-serve support, some will focus on generating a deep understanding of their customer’s business drivers, their unique definitions of success, and how they are using services. . Moving Beyond SaaS. It is abundantly clear that the future is very bright for customer success!

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

CSM Practice

SEPTEMBER 25, 2019

Delivering on what was promised in the sales process alone has proven to be insufficient in preventing churn. These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. This exercise helps clients realize the areas they wish to improve through an objective self-evaluation.

Accountability 65

Accountability Benchmark SaaS Surveys 65

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. Maximizing post-sale customer management.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

ClientSuccess

FEBRUARY 26, 2019

I’ve been walking our clients through this exercise lately and it’s been quite eye opening for them to say the least. Had I had one implemented, I would have known everything sales knew during the acquisition part of the lifecycle…and would have CONFIRMED what the desired outcome was…not ASKED it. Question 2.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52