ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. “In

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

AUGUST 24, 2018

The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. SaaS metrics the CFO and CS leader both need to know. • The total financial impact of customer retention.

Finance 61

Finance SaaS Education Surveys 61

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

FEBRUARY 7, 2020

So, what’s the job outlook for Customer Success professionals? It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. Cue the all-time high demand for Customer Success champions.

SaaS 64

SaaS Transportation B2C Customer retention 64

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

JUNE 14, 2019

Blog Author: Naomi Aiken, Customer Success Manager, ChurnZero. Naomi Aiken is a Customer Success Manager at ChurnZero. She joined ChurnZero in 2018 after a decade’s worth of experience in SaaS software implementation and consulting for higher education.

SaaS 65

SaaS Customer retention Metrics Sales 65

ChurnZero

SEPTEMBER 7, 2018

As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn. This recent growth in Customer Success also means increased demand and competition for hiring CSMs. Customer Education: The Secret to Scale in Customer Success. Tuesday, September 25, 2018.

Management 45

Management Education Benchmark SaaS 45

ChurnZero

JANUARY 4, 2019

In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. “In

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Practice

MARCH 8, 2021

Retention numbers have been trending in the right direction in the last 2 years. Prior to setting up a customer success practice, in 2018, Delphix was experiencing the following pain points: They were very reactive in their engagement with customers. Despite the COVID-19 pandemic, Delphix performed well in 2020.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

AskNicely

OCTOBER 24, 2018

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. They give this KPI to their marketing department or customer success team. A colleague received a customer feedback survey from a Saas company. The Awkward Question.

Surveys 60

Surveys Healthcare Benchmark Feedback 60

Education Services Group

JUNE 18, 2019

As of 2018, there were slightly over 30 million small businesses in the United States. What this means is that small businesses are an enormous opportunity for any B2B software as a service (SaaS) business. The number of businesses with more than 500 employees? Only 120,000.

B2B 40

B2B Education Customer retention SaaS 40

ChurnZero

AUGUST 31, 2018

Customer Education: The Secret to Scale in Customer Success. Tuesday, September 25, 2018. Over the past several years, B2B SaaS companies have made a wave of investments in growing Customer Success functions. Not only must these companies compete for the same talent, but they inflate their Customer Retention Costs.

Education 45

Education Accountability B2B SaaS 45

Education Services Group

FEBRUARY 9, 2021

As for Customer Success platforms, only 47% of those surveyed said they use them in their tech stack. This is why we are here, in our tech tool showdown, to find out just which one will be the champion of Customer Success. As veterans in the SaaS space, CRMs are strong contenders for the best supporting tech tools title.

CRM 52

CRM Best practices Sales Banking 52

SmartKarrot

JUNE 12, 2020

If you’re in the Software-as-a-Service (SaaS) business, by now you’d know that SaaS is no longer a business luxury – it is everywhere. This ups the game – the next generation of SaaS companies will have to follow a different growth playbook to stand out and out-do competition. Why do SaaS ventures need Product Led Growth? .

SaaS 10

SaaS Accountability Sales Surveys 10

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. She has also geared up many product-based SaaS companies as an Investor in recent times. he has been supporting the customer relationship management professionals and teams for over decades now.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

DECEMBER 2, 2020

Not only that, she is the Co-Founder of Customer Success Mastermind which is a career and training developmental program that aids leaders in evolving their careers. Aside from this, she was noted as one of the 7th most influential women to follow in 2018 by Gainsight. Annette Franz, CEO, and Founder, CX Journey Inc.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

Connecting the Dots

APRIL 3, 2024

Customers Spread Negative Word of Mouth (WOM) Two major SaaS software firms we know of found that many of their clients IT and Operations departments failed to aggressively train the front-line on how to use many of the product features. Generally speaking, uninformed or irrelevant education can do more damage than good. 7 Goodman, J.

Education 62

Education B2B Sales Surveys 62

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

Netomi

FEBRUARY 28, 2022

It’s a simple yet effective way to retain customers in a busy world.”. Irit Eizips – Chief Customer Officer & CEO, CSM Practice. “This is a mission I am passionate about and I’m looking forward to helping Udacity’s customers progress along their digital transformation journeys.”

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64