ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. Answer options are usually presented on a 3-point or 5-point scale (e.g., This is most obvious among SaaS companies that offer tiered pricing and services.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Clarity is key.

Management 98

Management Upselling SaaS Education 98

CSM Practice

MAY 21, 2021

In a rapidly evolving yet tight-staffed Saas startup, Customer Success is often overlooked as a growth driver. Most Saas startups focus on customer attraction and acquisition, forgetting that taking care of existing customers and ensuring retention is equally important. Why SaaS Startups Need Customer Success.

SaaS 52

SaaS Benchmark Enterprise outsourcing 52

CSM Magazine

APRIL 13, 2021

If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers. In this article, we’re offering a list of all the components you need in order to scale your SaaS startup. Create Valuable Content.

SaaS 52

SaaS B2B Self service Analytics 52

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

Cisco - Contact Center

OCTOBER 5, 2023

Managed services are an essential and fast-growing part of the security market, growing 14% annually. This presents new challenges for you, including onboarding vendors, driving customer acquisition,… Read more on Cisco Blogs

Management 93

Management Marketing SaaS 93

aircall

NOVEMBER 28, 2022

Pipedrive is a SaaS unicorn—a deal-driven CRM solution which empowers marketing and sales teams. Overall, they managed to push both their IQS and CSAT into higher realms of excellence – their IQS now beating the benchmark. This is possible because they have both QA Specialists and managers conducting reviews. Book a demo.

SaaS 62

SaaS Calibration Customer Service Benchmark 62

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. As a Customer Success Manager (CSM), your job is to help customers derive more value from your product so that they achieve their business goals. Why are B2B SaaS upselling strategies important?

Upselling 52

Upselling B2B SaaS Feedback 52

Totango

FEBRUARY 7, 2019

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. Understand your customer’s journey.

Best practices 81

Best practices SaaS Customer retention Upselling 81

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. You could be dead by then. I’m not joking.

SaaS 96

SaaS Feedback Surveys B2B 96

CSM Magazine

MARCH 12, 2021

Here are five must-have SaaS (Service as a Software) tools for teams working from home. #1: 1: Trello for Interactive Project Management. You can also view, edit, and manage tasks thanks to customizable lists, boards, and cards. These include time-tracking, productivity measurement, and schedule management.

SaaS 52

SaaS Scripts Enterprise Accountability 52

CustomerSuccessBox

AUGUST 9, 2021

Finding the right Customer Success Manager is extremely important for every SaaS company today. The customer success manager is much more than the traditional account manager. 6 Attributes to Look for When Hiring New Customer Success Manager. Bonus tip: The guide to customer success manager. Being Proactive.

Management 59

Management SaaS Accountability Customer Support 59

CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. Should customer success managers travel? 6 alternatives for Customer Success Managers. There is no black and white answer. So what are you waiting for?

Management 115

Management SaaS Upselling Accountability 115

LiveChat

NOVEMBER 13, 2018

You may think that being a Customer Success Manager is a piece of cake. But I’m here to bring you closer to all the specifics I learned from LiveChat’s Customer Success Managers. To better understand their role, let’s recall what Customer Success Management is in general. Customer Success Manager’s skills. Is it though?

SaaS 54

SaaS Management Feedback Customer Support 54

Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things. Feedback from customers early in the development process helps minimize wasted cycles.

SaaS 52

SaaS Analytics Customer centricity Education 52

CSM Magazine

APRIL 30, 2024

Leading software firm, Graphisoft, has been recognised for its transition from a perpetual business model to a cutting-edge Software-as-a-Service (SaaS) model. Our role is to ensure that they have all the necessary tools to facilitate a smooth transition to SaaS,” said Danny Seaborne, Sabio’s Managing Director for the UK and South Africa.

SaaS 52

SaaS B2C Construction Consulting 52

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS.

SaaS 45

SaaS Benchmark Surveys Feedback 45

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 91

Management Upselling Coaching Best practices 91

ChurnZero

DECEMBER 14, 2023

We realized if we didn’t manage the full end-to-end solution, then it wouldn’t be a unique experience for both the customer, the barbershop owner and the manager,” Dave said. This presented a problem for Squire because that particular customer was piloting the more expansive solution they were building. Watch it in full here.

SaaS 52

SaaS Feedback Marketing Enterprise 52

ChurnZero

DECEMBER 17, 2021

Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Clarity is key.

Management 52

Management Upselling SaaS Customer retention 52

JustCall

NOVEMBER 23, 2022

Maintaining all communication lines efficiently and ensuring quality service are the biggest challenges for call center managers in the modern market. Call center agents and managers have strict work hours, various customer interactions, and high expectations from management. 6 Major Challenges for Call Center Managers in 202 2.

Call Center 52

Call Center Management B2C Chatbots 52

Squelch

JULY 30, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer. About the SaaS Awards.

SaaS 40

SaaS Upselling Enterprise Customer Support 40

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

SaaS 71

SaaS industry standards Upselling Education 71

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It means one train can hide another.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Totango

JANUARY 17, 2019

Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. You can implement software that will help you manage escalations , and make sure your team is well trained in assisting unhappy customers. Customer renewal success is critical for SaaS enterprises.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. The same holds true for our vendors. Customer Success Around the Web.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

MAY 6, 2021

If that doesn’t happen, you escalate to your manager and so on. Here your power users can present the training to your team members on an ongoing basis. Implement analytics on client usage data and key SaaS metrics for client meetings or internal executive and board reviews. Operational Management.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. Conclusion AI-driven customer service presents a game-changing opportunity for businesses to enhance customer experiences and improve efficiency.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need?

Management 52

Management SaaS Customer advocacy Accountability 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. What is customer lifecycle management in plain English? To get to the essence of what customer lifecycle management (CLM) means, let’s first break the term down into parts: the customer lifecycle—and—management.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. What is customer lifecycle management in plain English? To get to the essence of what customer lifecycle management (CLM) means, let’s first break the term down into parts: the customer lifecycle—and—management.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ShepHyken

JANUARY 8, 2021

The contact centres of the future may look very different, but they will always be present in a customer-centric world. Gary is also s killed in Management, Software as a Service (SaaS), Business Development, Marketing Strategy, and Sales Process. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 348

Interactive Voice Response Customer centricity Consulting Consulting 348

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. SaaS customer success leaders publicly encourage greater adoption of this practice.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

ShepHyken

SEPTEMBER 4, 2023

That’s why I’m excited to share this article by Charles Ryan Minton, one of the top managers in the Marriott/Bonvoy organization. Finally, he presents the concept of “customer Service as an Experience.” My Comment: The idea of a “hospitality mentality” should not be new to those following my work (including these weekly roundups).

Customer Service 169

Customer Service Customer retention SaaS Best practices 169

ChurnZero

DECEMBER 18, 2018

ChurnZero Named Overall SaaS Category Winner in 2018 APPEALIE Awards. APPEALIE has announced the winners of the 2018 SaaS Awards. 23 SaaS apps were recognized for their demonstrated excellence and customer delight. Winning SaaS platforms included ChurnZero, Ceridian, Drift, Hubspot, New Relic, Slack, and Zapier.

SaaS 40

SaaS Marketing Surveys Feedback 40

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. Improvise: A high-functioning customer success professional doesn’t wait around to ask questions or to get sign-off from managers to make decisions.

SaaS 40

SaaS Best practices Personalization Metrics 40

CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. Simply put, the more human-interaction a Customer Success manager does with a customer, the more high touch the relationship is. Do they have solid presentation skills? .

SaaS 52

SaaS Upselling Metrics CRM 52