CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Amity

MAY 5, 2016

Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. This week, we looked at some commonly-used terms in the world of Customer Success and made a few discoveries on who tweeted it first. Customer Churn. Customer Health Score. Customer Lifecycle.

SaaS 57

SaaS Upselling Customer retention Management 57

ChurnZero

JUNE 19, 2020

It is no secret that customer churn hits recurring revenue businesses hard, but what’s its real impact on their long-term health and valuation? To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Q&A Recap.

SaaS 72

SaaS Metrics Surveys Customer retention 72

ChurnZero

AUGUST 4, 2023

For many SaaS companies, the cost of acquiring a customer exceeds the initial revenue it earns in any given deal. If a customer leaves before a product is implemented, the company doesnt just take a hit on the top line the deal is a net loss as well. Customer retention also has a significant financial impact later too.

SaaS 52

SaaS Customer retention Accountability Metrics 52

ProProfs Blog

MAY 15, 2020

Here’s a brilliant example of using surveys for customer retention by one of the biggest brands of the world – Starbucks. Way back in 2008, the global coffee chain launched a new initiative called “The Starbucks Idea”, as an engagement and retention mechanism for its customers.

Surveys 97

Surveys Customer Experience Feedback Best practices 97

Netomi

JANUARY 5, 2022

Referred to as “the most famous customer service manager in the US, possibly the world” by BusinessWeek , Eliason is best known for developing the use of social media in the practice of customer relations. . He authored the Customer Success book for Wiley! Churn is Coming: 12 Learnings From a Survey of SaaS CxOs.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98