CSM Magazine

FEBRUARY 17, 2020

The metrics for success have been muddled for so long – after all, it’s tough to tell the difference between a customer who gives up in frustration, and one who’s solved the problem on their own. For example, did you know it takes the average SaaS company 18 months to recoup the cost of initial customer acquisition?

Customer Service 83

Customer Service Telecommunications Chatbots Customer retention 83

Amity

APRIL 25, 2016

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. He believe cloud computing enables SaaS which enables affordable and improved services for people.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell is a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years. But he always has an entrepreneurial spirit.

Sales 129

Sales SaaS CRM B2B 129

REVE Chat Blog

MARCH 11, 2020

Integrating your live chat in your SaaS app helps to provide in-app support and retain customers with your business. According to Chatbots Magazine , businesses can reduce customer service costs by up to 30% by implementing a conversational chatbot. Live chat statistics: Lead Generation.

Chatbots 64

Chatbots Real estate Sales Finance 64

CSM Magazine

DECEMBER 6, 2023

Say you run a digital marketing agency that serves SaaS companies. If your customer success reps are trained, they’ll have a good understanding of the SaaS marketing strategies, SEO, pay-per-click advertising, social media marketing services you offer.

Upselling 52

Upselling SaaS Advertising Marketing 52

CSM Magazine

APRIL 5, 2018

Moving your CC team to video chat gives you the metrics you need to convince management of the value. which she founded in October 2004 and grew into a global SaaS solutions provider for Intellectual Asset Management. Text chat has less than 60% and ChatBots even less.

Customer Care 40

Customer Care Chatbots Automotive Average Handle Time 40

CSM Magazine

JUNE 16, 2021

Simple, aggregated, anonymous operational metrics like those mentioned above can help brands understand what their customers uniquely need. Gal accrued over a decade of experience in the investment and SaaS sectors, serving as a partner at Trigger Partners and a mergers and acquisitions specialist at Verint.

Enterprise 52

Enterprise B2C B2B SaaS 52

ProProfs Blog

JUNE 30, 2020

It was featured in famous magazines and papers like Industry Week, Entrepreneur, Dallas Morning News, Miami Herald, and others. In a survey, 47% of business owners expressed how customer satisfaction is an important metric to measure success. The SaaS Sales Method for Customer Success and Account Managers. Author: Jill Griffin.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

CSM Magazine

SEPTEMBER 22, 2022

For instance, if you introduced a new feature to your SaaS product, a launch video can explain everything that has now become easy. Data also allows you to track other important metrics such as the number of leads generated, conversion rate, and cost per lead. They’re versatile. You can adjust your future videos accordingly.

Customer Service 52

Customer Service Entertainment Advertising Engineering 52

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. You can find those stories here.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

MAY 30, 2016

customizable reports based on customer feedback metrics to reveal issues, customer service mistakes, instances of poor customer experience as well as drill down to their root causes. No need to build a custom IT solution from scratch with such a variety of packaged, SaaS CRMs on the market. More cost-cutting points?

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. Ultimate Guide to SaaS Customer Success Metrics. Ensure CSMs Are Aligned to Customers’ Goals & KPIs.

SaaS 40

SaaS Finance Feedback Metrics 40

CSM Magazine

JULY 22, 2020

SaaS is rapidly becoming the preferred choice for businesses of all industries and sizes – in the US alone, about 80% of final users prefer using SaaS applications. For SaaS companies, this means a constant battle to stay on top of the increasing demand and ahead of the competition. Why SaaS Companies Need CRM Tools.

CRM 52

CRM SaaS Sales Banking 52

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more).

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

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. Here’s what IrisAgent’s custom health score includes: Support Metrics. Product Metrics. source: ibid).

Engineering 52

Engineering SaaS Upselling Metrics 52

ClientSuccess

JANUARY 15, 2019

I have a set list of publications I review each day that ranges from US and Canadian daily online newspapers and magazines to random updates from MIT, Stanford, INSEAD, Kellogg, and the Rotman School of Business. Ultimate Guide to SaaS Customer Success Metrics. And Twitter, of course.

Best practices 46

Best practices SaaS Metrics Management 46

CrazyCall

APRIL 9, 2019

Besides that, she’s also been featured in Entrepreneur Startups and Selling Power magazines. Startup Sales Bootcamp is the largest program of it’s kind in New York that teaches people how to effectively sell complex SaaS products. Chamber of Commerce Small Business Blue Ribbon Award. Must-read: 9 Ways to Show Your Clients Love.

Sales 133

Sales Consulting Consulting Coaching 133

CSM Magazine

NOVEMBER 19, 2021

While also providing visibility of agent performance and customer metrics. SaaS products are generating a massive amount of customer interaction data, as is the tooling that surrounds them. Operations Visibility – contextual awareness of your operations for processes improvement, forecasting and change management.

Engineering 52

Engineering SaaS Analytics Enterprise 52

CSM Magazine

OCTOBER 5, 2021

Opens, clicks, unsubscribes, inactivity, and other metrics are factored into the algorithms that determine inbox placement. As your open and click rates improve, your statistics improve, and the metrics you need to ensure your highest conversion chances are maintained. This raises your open and clicks rate percentages.

Marketing 52

Marketing Sales Metrics SaaS 52

CSM Magazine

JUNE 1, 2018

And to do that, you need to identify and measure a few key customer support metrics. From our experience as a customer support software company, here are four key metrics that we think you should measure. It is necessary to measure this metric so that you can identify what’s lagging and how you can fix it. That’s a no-brainer.

Metrics 40

Metrics Feedback Surveys SaaS 40