ChurnZero

FEBRUARY 15, 2019

It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model. .

SaaS 53

SaaS Benchmark B2B Metrics 53

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

ClientSuccess

DECEMBER 4, 2018

What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? In order to truly set your team up for success in 2019 and beyond, here is a quick list of the top 5 things to do as a leader in the month of December.

Upselling 63

Upselling SaaS Accountability Metrics 63

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

CustomerSuccessBox

JUNE 30, 2022

For a SaaS business, product adoption is one of the leading indicators of a successful and growing business. Reflecting on the fact that customer retention is the backbone of SaaS. The elements of User Adoption Success Metrics. User Adoption Rate benchmarks in SaaS. In general, the higher your adoption rate, the better.

SaaS 52

SaaS Benchmark Metrics Analytics 52

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. And we thought, who better to ask than those that chose to invest in us along the way.

SaaS 98

SaaS Metrics Sales Marketing 98

ClientSuccess

MAY 7, 2019

CS100 Summit 2019—Call for Speakers. We are excited to announce the call for speakers for the upcoming 2019 CS100 Summit for Customer Success Leaders. It’s speakers present techniques, strategies, models, metrics, and real-world applications around customer success. Speaker Submissions Deadline is May 31, 2019.

Metrics 45

Metrics SaaS Best practices Customer Experience 45

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Francesca leads the team responsible for ensuring the success adoption and marketplace utilization of all IZEA owned and operated SaaS platforms. So, without further ado… .

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. Gathering Critical Data and Metrics for Better Decision Making.

SaaS 74

SaaS Finance Metrics Upselling 74

ChurnZero

FEBRUARY 8, 2019

Enter your current metrics now to calculate your potential returns. A Hidden Business Function to Solve the Talent Waste Problem – Employers should be doing with their workforce what SaaS companies do via their Customer Success software. The post 2019 Customer Success Themed Grammy Playlist appeared first on ChurnZero.

SaaS 45

SaaS Metrics Surveys Personalization 45

ChurnZero

JUNE 7, 2019

As he moved into growth-stage SaaS at PeopleMatter and Snag, Jason pointed his focus to driving revenue growth and customer outcomes. A: I have always worked in technology, whether in consulting, consumer tech or B2B SaaS. How to Keep the Revenue Your Company Worked So Hard to Earn Wednesday, June 19, 2019 2:00 – 3:00 PM EDT.

SaaS 73

SaaS B2B Consulting Consulting 73

Momentum Telecom

MARCH 30, 2020

More than just simply tracking the number of inbound and outbound calls, a SaaS call reporting tool like Momentum Voice Analytics lets you view a broad spectrum of metrics. State of Remote Work 2019, [link]. Enter call reporting, such as with Momentum Voice Analytics. We’d love to hear from you.

Abandon Call 97

Abandon Call Morale Government Analytics 97

ChurnZero

NOVEMBER 22, 2019

Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. I hope you can join us in October 2020.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Cisco - Contact Center

JUNE 18, 2020

Our second major acquisition was CloudCherry, which resulted in Webex Experience Management , our first experience management SaaS solution that enables companies to do meaningful analyses of their customers’ feedback and journey experiences to improve business outcomes such as Net Promoter Score and customer lifetime value.

Contact Center 95

Contact Center Enterprise contact center solutions Cloud contact 95

ClientSuccess

DECEMBER 20, 2018

Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net).

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Satrix Solutions

JULY 21, 2021

SaaS onboarding makes or breaks your customer retention. Given the evolution of the SaaS economy, Customer Success has become a top priority for leadership and board members alike. And even more so, revenue retention has become a top three metric for both boards and investors.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

ChurnZero

JUNE 14, 2019

It’s 2019 – this is normal. She joined ChurnZero in 2018 after a decade’s worth of experience in SaaS software implementation and consulting for higher education. How to Keep the Revenue Your Company Worked So Hard to Earn Wednesday, June 19, 2019 2:00 – 3:00 PM EDT. All you need is a one-hour block of time.

SaaS 65

SaaS Customer retention Metrics Sales 65

ChurnZero

AUGUST 9, 2019

Why It’s Time to Build a ‘CS Ops’ Role Wednesday, August 21, 2019 2:00 – 3:00 PM EDT. In this webinar, Jason will talk about the evolution of Customer Success Operations and how it can impact SaaS businesses. What types of metrics should this role be responsible for. Upcoming Webinar.

Management 58

Management SaaS Metrics outsourcing 58

ClientSuccess

MAY 10, 2019

The CS100 Summit is the premier conference for customer success executives & SaaS leaders. Customer success leaders and SaaS executives come from all over the world to experience the magic of the CS100 Summit. The conference is for customer success executives and SaaS leaders. New CS100 Summit Logo Aspects. The Circle.

SaaS 48

SaaS Metrics Technology Customer Experience 48

ChurnZero

AUGUST 30, 2019

In this session, You Mon led the discussion around why churn is the number one enemy against scaling your SaaS business (other than your culture and leadership). Video] All of Your SaaS Questions Answered. SaaStr (@saastr) August 29, 2019. Bill Cushard (@billcush) August 29, 2019. . saas #saastrscale #scaleups.

SaaS 40

SaaS Customer centricity Sales Metrics 40

AWS Machine Learning

SEPTEMBER 23, 2024

In thenfirst year of the pandemic, AWS revenue continued to grow at a rapid clip—30% year over year (“Y oY”) in2020 on a $35 billion annual revenue base in 2019—but slower than the 37% Y oY growth in 2019. [.] The two main metrics evaluated by the critique agents in our example are question relevance and answer groundedness.

APIs 84

APIs Best practices Engineering Enterprise 84

ChurnZero

JULY 26, 2019

How to identify key internal and external dashboards and metrics to share with various stakeholders. Why It’s Time to Build a ‘CS Ops’ Role Wednesday, August 21, 2019 2:00 – 3:00 PM EDT. In this webinar, Jason will talk about the evolution of Customer Success Operations and how it can impact SaaS businesses.

Management 61

Management SaaS Metrics Sales 61

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. That means sharing policy changes, marketing or sales objectives, goals, and metrics, and ensuring the team understands how their roles impact each of these things.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Coaching 58

Coaching Metrics Upselling SaaS 58

ClientSuccess

MAY 9, 2019

In the world of SaaS products, there are plenty of ups and downs. Mark Rorberge , former Chief Revenue Officer of Hubspot and Harvard Lecturer, was on the stage at SaaStr Annual 2019 talking about an awesome concept called the “Customer Success Leading Indicator.” It is game changing for SaaS companies in my opinion.

SaaS 46

SaaS Feedback Metrics Engineering 46

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. Show podcast and a regular contributor to Forbes.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. In order to be pushing towards these goals you will want to diligently track your progress against these metrics throughout the quarter. . Wednesday, October 16, 2019 2:00 – 3:00 PM EDT.

Journey mapping 66

Journey mapping Upselling SaaS Accountability 66

ChurnZero

JANUARY 25, 2019

Customer Metrics – It’s obvious as a CSM your job is to help bring value to the customer, but how do you track that? Metrics here can include, the time it takes for a successful implementation, positive net promoter scores, and product adoption. Now let’s go out and make 2019 the best year yet and fight churn!

SaaS 45

SaaS Metrics Best practices Accountability 45

ChurnZero

AUGUST 2, 2019

With statistics like this , it’s not surprising that a strategy once reserved for food courts has spread to other industries ; SaaS is no exception. For SaaS based businesses, initial product usage has a major impact on long term Customer Success. What types of metrics should this role be responsible for.

SaaS 58

SaaS Accountability Sales Personalization 58

Totango

DECEMBER 3, 2020

As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. . Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential.

Upselling 65

Upselling Accountability Enterprise Metrics 65

ChurnZero

JULY 19, 2019

Implementation Specialist for SaaS Startup . ? . Implementation Specialist for SaaS Startup . . Customer Success Strategist for a SaaS Company . ? . Implementation Specialist for SaaS Startup . . Why It’s Time to Build a ‘CS Ops’ Role Wednesday, August 21, 2019 2:00 – 3:00 PM EDT.

SaaS 56

SaaS B2B Sales Accountability 56

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. That means sharing policy changes, marketing or sales objectives, goals, and metrics, and ensuring the team understands how their roles impact each of these things.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). In 2019, Yamini was recognized as one of the Most Influential Women in Business by San Francisco Business Times. . Schwab and U.S.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Cisco - Contact Center

JANUARY 27, 2020

It is a unique SaaS offering that is part multi-instance running in Cisco data centers with multi-tenant components on the public cloud. Delivering Magical Customer Experiences at Cisco Contact Center Summit 2019 and Beyond. This is evidenced by our latest release 12.5 What’s Next? Why you need guardrails for your contact center.

Contact Center 57

Contact Center contact center solutions Enterprise Cloud contact 57

ChurnZero

AUGUST 16, 2019

Why It’s Time to Build a ‘CS Ops’ Role Wednesday, August 21, 2019 2:00 – 3:00 PM EDT. In this webinar, Jason will talk about the evolution of Customer Success Operations and how it can impact SaaS businesses. What types of metrics should this role be responsible for. Upcoming Webinar.

SaaS 53

SaaS Customer centricity Sales Metrics 53

REVE Chat Blog

MARCH 11, 2020

The below live chat statistics 2019 show it is one of the most preferred channels among customers. . Integrating your live chat in your SaaS app helps to provide in-app support and retain customers with your business. Live chat support reduces the queue time for the customer and improves customer satisfaction metrics.

Chatbots 64

Chatbots Real estate Sales Finance 64

Education Services Group

AUGUST 20, 2019

It’s also a great way to combat the problematic Q4 churn many SaaS companies face as customers assess the cost-to-value benefits of renewing their annual subscriptions. In the SaaS business world, revenues depend on renewals. Why focus retention around mid-tier clients? you may be wondering.

Upselling 40

Upselling Customer retention SaaS Education 40