ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. This is most obvious among SaaS companies that offer tiered pricing and services.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. An overview of the current B2B SaaS market and valuation drivers. Q&A Recap. I will say this much.

Benchmark 98

Benchmark SaaS B2B B2C 98

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. 3 percent is a low indicator in SaaS industry.

SaaS 106

SaaS Management CRM Sales 106

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. Be Lean and Agile to Reduce Customer Churn in SaaS.

SaaS 77

SaaS Best practices Enterprise Finance 77

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. His new metric concept is called Earned Growth Rate. Several industries use this metric already.

Airlines 273

Airlines Metrics Accountability SaaS 273

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

CrazyCall

SEPTEMBER 4, 2018

Sales influencers adore doing this. Of course we can’t highlight thousands, indeed tens of thousands of inspirational and experienced sales executives, but we’ve created this list of 21 influencers who constantly share helpful advice, sales tips & tricks on social media and make up the world of sales, including the social selling.

Sales 129

Sales SaaS CRM B2B 129

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Training your CSMs. You can also use the playbooks. Step 6- Training Session.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Being a good partner and delivering outcomes is expected. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Infinity

APRIL 1, 2019

We’re not alone in this, but how do marketers decide which metrics matter? This is an approach to use as a growing SaaS business, but the principles hold for many other subscription and B2B businesses too. This is an approach to use as a growing SaaS business, but the principles hold for many other subscription and B2B businesses too.

B2B 40

B2B Metrics Marketing SaaS 40

ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. Higher returns in the long term. Ready to get started?

Upselling 75

Upselling SaaS Sales Metrics 75

Totango

AUGUST 9, 2022

This lets B2B businesses customize their operations for groups of customers with common characteristics or personalize them for individual clients. This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success.

Best practices 102

Best practices B2B Journey mapping Upselling 102

SmartKarrot

JULY 8, 2020

Building a successful SaaS business is a herculean task that comes with a unique set of challenges. The wide range of SaaS solutions available in the market makes it difficult to woo new customers. This, in turn, requires you to track various metrics to boost customer retention and maximize revenue. . Source: Impact.

SaaS 10

SaaS Analytics Metrics Customer retention 10

Nicereply

DECEMBER 9, 2021

A sales pitch is like courtship. Businesses have mastered the art of sales, with numerous innovations and investments from old-school tactics to AI chatbots. Customer lifetime value is a predictive metric that helps businesses estimate how much revenue they will earn from customers in their lifetime. Segment your Users.

Metrics 97

Metrics Surveys Education Customer effort 97

aircall

AUGUST 5, 2022

Strategically aligning sales and marketing . To increase your chances of success, it’s key to align your sales and marketing teams. . It’s important to strategically align sales and marketing. When it comes to lead-nurturing and follow-up at any SaaS company, it can help to segment leads based on these two metrics: .

Sales 62

Sales SaaS Marketing Personalization 62

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

RapportBoost

NOVEMBER 5, 2018

RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. – Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA.

Sales 40

Sales Contact Center Average Handle Time Employee engagement 40

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. Kristina: CX has really evolved over the past decade. That is really important to CX.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ChurnZero

JUNE 12, 2020

Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. If you replied, “Sales Ops or Marketing Ops,” you’re not prioritizing the customer, because post-sale customer needs will always come second to generating leads and sales team efficiency.

SaaS 80

SaaS Metrics Customer retention Analytics 80

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). One of the most critical stages of the customer lifecycle is the sales handoff.

Sales 40

Sales Upselling Best practices SaaS 40

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Totango

APRIL 16, 2019

Think about the adoption habits of two groups of subscribers: new and existing customers. External adoption and adoption flags are the most critical metrics. If you have a large number of customers, product lines or sales channels, customer success software will be especially useful.

Enterprise 75

Enterprise SaaS Social media contact Education 75

ChurnZero

DECEMBER 15, 2020

Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. What originally began as effectively ‘Customer Support with a bit of sales” eventually evolved into a fully mature CS function. Criteria Corp’s Customer Success Team (and a few furry friends).

Accountability 98

Accountability B2B Customer centricity SaaS 98

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . By joining in customer conversations early on – even during sales conversations – CSMs can start to lay the groundwork with these key customer groups. . Rely on metrics to gauge success. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . By joining in customer conversations early on – even during sales conversations – CSMs can start to lay the groundwork with these key customer groups. . Rely on metrics to gauge success. .

Best practices 64

Best practices Metrics Feedback SaaS 64

ChurnZero

APRIL 8, 2020

Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own customers are massively helping them with their day-to-day jobs! Make a great first impression from the start.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

ChurnZero

DECEMBER 1, 2020

Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity. Speakers: Rob Belcher, Managing Director, SaaS Capital. Allen Cinzori, Managing Director, Software Equity Group. How Do You Rank? The compounding effects that churn has on your bottom-line.

SaaS 59

SaaS Customer retention Coaching Consulting 59

CSM Practice

MAY 22, 2022

You see, this is a repeatable process that starts post-sales. The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. The importance of the CS framework has increased because Customer Success is now a critical business practice in most SaaS organizations.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

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. Why Optimizing Your SaaS Onboarding Matters. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

CustomerSuccessBox

NOVEMBER 19, 2018

We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE , Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin.

SaaS 72

SaaS Metrics Benchmark Upselling 72

Amity

NOVEMBER 28, 2018

Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. Since I was in the post-sale world my whole life, I realized that it’s hard for clients to get value out of the product. [ Photo Credits: Nathanael De Boer [link] boer.com/ ]. Scaling the team.

Coaching 106

Coaching SaaS Metrics Accountability 106

ChurnZero

FEBRUARY 7, 2020

It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. These are the questions that can onset an existential career crisis. 6 in the U.S. #2 2 in Mexico. #6

SaaS 64

SaaS Transportation B2C Customer retention 64

CSM Practice

DECEMBER 19, 2021

A technology stack is usually referred to as a group of systems and technologies that offer solutions to most of the problems faced by firms. Usually, the SaaS business growth is categorized into 3 phases: . Boost sales and revenue. Sales, marketing, leadership, and support use the platform religiously. Reducing churn.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

JustCall

APRIL 5, 2023

Segmenting your customers will also help you experiement with various strategies for each group, and come up with a solution that is best for that group. This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing

Management 52

Management CRM Analytics Customer retention 52

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. Choose and focus on the right metrics Inbound call centers have so many things they can measure that it’s tempting to make each measurement equally important. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

ChurnZero

JUNE 11, 2021

During that time, health score factors (that are based on features, use cases, processes, leadership, and KPIs) have likely changed which affect the metrics associated with your health score. . Group A’ had a high risk of churn. Whereas, ‘Group B’ also had a high risk of churn, but we identified it a bit later.

Metrics 96

Metrics SaaS Accountability Sales 96