ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. I don’t think NRR is the only metric that matters.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. I don’t think NRR is the only metric that matters.

Upselling 97

Upselling Metrics SaaS Sales 97

CSM Practice

DECEMBER 19, 2021

What, why, and how are you going to solve the problem at hand needs to be explained. Usually, the SaaS business growth is categorized into 3 phases: . Irrespective of your selection, the technology should help you measure the metrics that matter the most like: Net Retention Rate . Present quantitative data.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Outbound call center metrics: Outbound Calls per Day.

Call Center 52

Call Center Metrics Abandon rate Management 52

ChurnZero

JUNE 12, 2020

When we represent our organizations, we want to generate more revenue with fewer resources,” explains Smartsheet in their article on calculating productivity. SaaS businesses typically begin to invest in Customer Success Operations when they reach around $10 million in revenue. Track the metrics that are most important to your goals.

SaaS 80

SaaS Metrics Customer retention Analytics 80

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. Let me try to explain the aforementioned steps using real examples. In B2B SaaS businesses, you have to identify those key indicators which can drive performance. Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

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. Leverage digital email/in-app metrics as a way to track overall engagement 2. 6 in the U.S. #2

SaaS 64

SaaS Transportation B2C Customer retention 64

Lumoa

MAY 9, 2023

Our deep dependency on our customers and this deep emotional drive explain why sentiment analysis on customer feedback is so important in this overly digital world. Let’s do another one but this time, in a SaaS environment. This allows businesses to make informed decisions and enhance customers’ experiences.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. How will she explain this to the CEO? This scenario precisely presents the “ Watermelon Effect ”. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score.

Upselling 52

Upselling Calibration Engineering Big data 52

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

SmartKarrot

JANUARY 20, 2021

What is a SaaS Value Proposition? Simply put, a SaaS value proposition is the competitive advantage of the business in a short, succinct manner. It is a chance to inform and explain to the audience your offerings and why the product is important. How to create a SaaS Value Proposition? Examples of SaaS Value Proposition.

SaaS 10

SaaS Feedback Customer centricity Surveys 10

ChurnZero

FEBRUARY 14, 2020

If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. that undotted “i”—is part of what makes a handwritten note so special,” explains GrooveHQ in their article on letter scripts that’ll wow your customers. This is important.”

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

AWS Machine Learning

MAY 9, 2024

The software as a service (SaaS) platform offers out-of-the-box solutions for life, annuity, employee benefits, and institutional annuity providers. Solution Overview The following diagram presents a high-level architectural data flow highlighting several of the AWS services used in building the solution.

Engineering 108

Engineering Customer Support APIs Government 108

ChurnZero

FEBRUARY 26, 2021

Once feedback is organized into themes, appoint a CSM to represent the voice of the customer and present the requests to the Product team on a monthly or quarterly basis. “If They stack rank their laundry list of feedback and present it to the Product team each quarter. Blog: The SaaS Debate: Who Owns the Renewal and Upsell?

Management 59

Management Feedback Sales SaaS 59

ClientSuccess

APRIL 4, 2017

Watch the video of his presentation below: As a speaker at the CS100 Summit , Mitch discussed how customer success is the key to hyper growth in SaaS companies, from idea to IPO stage. Mitch started his presentation by outlining three guidelines Instructure observes to help drive continued success. Know Your Metrics.

Metrics 40

Metrics Airlines SaaS Education 40

ChurnZero

DECEMBER 16, 2022

Once you’ve got a few success stories underway, then you can retrofit it to existing customers, either as part of a renewal or pricing restructure, and explain it to them. I’ve tried explaining it many times, but customers only want to focus on software setup rather than this important element. Jason: Absolutely.

Metrics 98

Metrics Journey mapping Sales Accountability 98

Amity

JANUARY 27, 2016

In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. Join us, and a panel of three leading B2B SaaS executives on February 4 at 1pm ET , for a lively discussion on how to make the business case for investing in Customer Success Software. Before Closing a Deal.

Upselling 57

Upselling SaaS Best practices Sales 57

ClientSuccess

APRIL 25, 2018

On April 18, 2018 I introduced a presentation called “3 Essential Pre-onboarding Principles” at a local Customer Success meet-up in Utah. While that presentation focused primarily on practical examples tied to the principles, I thought I’d compile additional thoughts in form of a 3-part blog as part of CSM from the Trenches.

Best practices 42

Best practices SaaS Sales Surveys 42

ChurnZero

MARCH 20, 2020

Peppered with nuance, the recipe for the perfect ratio of technical, subject matter, and relationship expertise is not as cut and dried or easily transferable across SaaS as hiring managers may hope. The new growth engine. They must be fluent in all company functions to facilitate and fortify the customer experience. Be Data-Minded.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, you should identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Step 2: Metrics.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

ClientSuccess

MAY 2, 2018

On April 18, 2018 I introduced a presentation called “3 Essential Pre-onboarding Principles” at a local Customer Success meet-up in Utah. While that presentation focused primarily on practical examples tied to the principles, I thought I’d compile additional thoughts in form of a 3-part blog as part of CSM from the Trenches.

Best practices 42

Best practices SaaS Metrics Sales 42

ChurnZero

SEPTEMBER 18, 2020

Q: Please explain the three customer P’s mentioned during the webinar. Or sometimes I present a concept on the fly and they’ll end up talking about that. It doesn’t have to be more than once a year, but once a year would be a great starting point for most, especially B2B SaaS companies. .

B2B 64

B2B Metrics SaaS Sales 64

ClientSuccess

JULY 23, 2019

Our Chief Customer Officer was fortunately also on this call and chimed in, asking questions like “talk to me a little bit more about this” and “explain the changes your team is going through”. What are their metrics? How are they leveraging those metrics to make decisions and provide visibility internally?

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ClientSuccess

NOVEMBER 7, 2018

My co-worker easily sold me on the idea by explaining how the ability to create channels made it easy to sort through various categories. My family’s objective to be able to be able to message each other without having some family members excluded presented an opportunity to solve the problem we were having.

Management 51

Management Best practices SaaS Metrics 51

Help Scout

JUNE 2, 2019

You’ve already explained the whole story to two different people and now you’re being transferred for the third time. Modern customer service and help desk software allows each customer interaction to be presented in a broader context of information, meaning customer service staff can be faster, more effective, and less repetitive.

Education 40

Education Accountability SaaS Customer retention 40

ProProfs Blog

JUNE 30, 2020

Shep Hyken is customer service and experience expert, an award-winning keynote speaker, a New York Times and Wall Street Journal bestselling author and the Chief Amazement Officer of Shepard Presentations, which he founded in 1983. The SaaS Sales Method for Customer Success and Account Managers. Delivering Happiness. Illuminate.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

SmartKarrot

AUGUST 17, 2021

When your SaaS company gains customers, they need help tracking and keeping customers. A brand-new SaaS company will not need a customer success platform. SaaS companies happen to realize something is not right. SaaS firms use CRM platforms regularly. A dedicated customer success platform has multiple benefits.

SaaS 19

SaaS Upselling CRM B2B 19

aircall

FEBRUARY 1, 2021

Presentations by other departments will help to give salespeople valuable knowledge about the products and services your company offers. Explain how your company got started and how the founders developed their vision for the company. Giving a persuasive sales call presentation. It’s generally best to start at the beginning.

Best practices 62

Best practices Sales Call Center Coaching 62

SmartKarrot

FEBRUARY 28, 2022

Every B2B SaaS company wants its product to have a good user engagement. Product stickiness is the one metric to measure the effectiveness of your product once it is launched in the market. Let me take a unique approach to explain the term – product stickiness. The usefulness of product stickiness ratio for a B2B SaaS company.

B2B 11

B2B SaaS Metrics Marketing 11

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Step 2: Metrics.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

SmartKarrot

DECEMBER 2, 2022

What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? A typical SaaS company, regrettably, is not doing enough to maximize this source of money. . Different Types of SaaS Expansion.

Upselling 21

Upselling Management SaaS Benchmark 21

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. Just because you explain something doesn’t mean it makes sense right away, and you need to think like your team.

Engineering 90

Engineering Upselling Metrics Customer centricity 90

SmartKarrot

SEPTEMBER 23, 2021

To be a successful SaaS company today that sets an example for the rest of your competitions, you will need a product that sells for itself. The vision of your product needs to be a high-level statement that explains the ‘Why’ of your product. Sign up for our newsletter. contact-form-7]. How to build a Product Strategy Framework?

SaaS 10

SaaS Metrics Marketing Accountability 10

Totango

JANUARY 8, 2019

Present a satisfaction survey to the customer at an unobtrusive moment, like when they have just closed or opened an app. For example, if a customer downloads or installs a digital product, send them an email explaining how to use it. Keep it short at 10 questions or less.

Enterprise 54

Enterprise Upselling Surveys B2B 54

ChurnZero

MAY 17, 2019

has been expressed by senior management and members of other groups within SaaS organizations. Presenter: Mikael Blaisdell, Executive Director, The Customer Success Association. What you need to be able to do is, talk to them about this particular prospect, and explain why this prospect doesn’t really fit our model.

Sales 64

Sales SaaS Engineering Metrics 64

ClientSuccess

NOVEMBER 21, 2017

He explained the importance of continually learning from others in order to refine your own expertise and hone in on best practices and trends you may not necessarily be aware of. From a slide he presented on at the local Utah customer success meet-up ] Why is it that the outcome of some renewals is not what you’d expect? Example here.

Best practices 42

Best practices SaaS Consulting Consulting 42