Satrix Solutions

FEBRUARY 12, 2020

And there are also various contact roles across customer accounts. So, with 2020 around the corner, many business leaders and customer success practitioners are considering how to raise their game in the New Year. When properly executed, your CX programs should serve as a blueprint for your 2020 priorities.

B2B 78

B2B Feedback Consulting Consulting 78

ClientSuccess

MAY 26, 2020

There is no doubt that the first half of 2020 didn’t pan out quite as planned. Nearly every single SaaS organization was forced to switch to fully remote operations over the last few months, moving everything from product to sales to, yes, customer success online. If your team was.

SaaS 69

SaaS Government Personalization Accountability 69

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. Matt Wallace (@wall_ace_m) June 10, 2020. . “ #SaaS business models are evolving in the performance economy. Ordway (@ordwaylabs) June 10, 2020. ChurnZero (@churnzero) June 11, 2020.

SaaS 92

SaaS Customer centricity Customer retention B2B 92

ClientSuccess

SEPTEMBER 14, 2020

In 2020, customer churn has occupied the minds of CSMs even more than in previous years, as the global economic uncertainty of the past few months has forced many SaaS organizations to re-evaluate and reassess their vendor contracts. The post Most Effective Customer Churn Strategies in 2020 appeared first on ClientSuccess.

SaaS 59

SaaS Accountability Metrics 59

PeopleMetrics

FEBRUARY 25, 2021

We highlight: Features we added in 2020. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Learn about the latest changes to PeopleMetrics and how they affect your team. The new features we're adding this year. Watch on YouTube. ? ? ?.

Management 108

Management SaaS Surveys Feedback 108

ClientSuccess

SEPTEMBER 8, 2020

When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. This last factor – resource allocation – can make or break a customer success team’s large account management process.

Accountability 52

Accountability Management SaaS Journey mapping 52

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Regardless of how successful your accounts were trending in the early months of 2020, an out-of-nowhere economic crisis is the perfect catalyst for organizations to ‘trim’ their vendor list down to the essentials.

Journey mapping 95

Journey mapping SaaS Accountability Management 95

ClientSuccess

FEBRUARY 1, 2021

After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. Can we use this platform to manage customers throughout their entire account relationship? And finally, transparency.

Accountability 104

Accountability SaaS Education CRM 104

ClientSuccess

DECEMBER 21, 2020

2020 has certainly been a year to remember, whether we’d like to or not. While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. How to improve your customer success program fast.

Finance 93

Finance SaaS Best practices Accountability 93

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Product Usage – is the account above 80% license utilization with high usage across all features? There are many things we wish we could have predicted for 2020.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. Then, we’ll review how the freemium model has emerged as the optimal way to introduce prospects to SaaS products.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Upselling 65

Upselling Accountability Enterprise Metrics 65

ChurnZero

SEPTEMBER 1, 2020

For many of us, 2020 will be known as the year business conferences moved from convention halls to online. Check our list of five upcoming Virtual Conferences taking place in the remainder of 2020 that should be on your radar. Hosted by Sendoso Thursday, September 17, 2020, 12:00 PM EDT Register Here. 3) The Customer Room.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

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). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

JustCall

NOVEMBER 8, 2023

SaaS Labs is one of Deloitte’s Technology Fast 500 companies in North America – for the second time in a row. Notably, SaaS Labs achieved a 631% percent growth during this period. Not only that, in 2020 , we made our mark on a global scale, securing the #59 spot in Software on the Fast 500 APAC list.

SaaS 52

SaaS Technology Telecommunications Customer centricity 52

Aspect

JANUARY 3, 2018

Of the remaining contact centers that are completely on-premises, 58% will move to the cloud by 2020. The benefits of Software as a Service (SaaS) available from the cloud are inescapable, whether you are operating a contact center or an accounting firm. That’s only two years out. That’s always a big deal.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. and global tech markets beginning in 2020 is now at about 50 percent. This reduction in cash flow is likely to increase rates of SaaS customer churn. Recovering from the Effects of COVID-19. Segment Your Customers.

SaaS 98

SaaS Customer retention Best practices Telecommunications 98

Nicereply

APRIL 30, 2020

Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. One scenario if the user did not understand how it works.

Sales 69

Sales Customer Service Upselling CRM 69

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. In March 2020, collaboration platforms like Microsoft Teams, Google Hangouts, Slack and Zoom saw a significant jump in new users due to the COVID-19/coronavirus pandemic?.

Abandon Call 97

Abandon Call Morale Government Analytics 97

ProProfs Blog

AUGUST 19, 2020

You can make the most of a help desk software to club all your customer-facing email accounts into a single platform and offer speedy resolutions to customers. Now, businesses can have a hard time deciding which customer-facing email account (sales@, support@, refunds@, billing@, etc.) Do you know what great leaders have in common?

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. I hope you can join us in October 2020. Let me answer a few questions: What does “BIG RYG” mean? You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning.

SaaS 59

SaaS Accountability Sales Management 59

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 The Customer Success teams and companies who showed great flexibility in 2020 are the ones who had tremendous growth in 2021. #6 t then uses and generates smart recommendations, the next best action for CSM for every account to unlock LTV that is otherwise at Risk. #8

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

ChurnZero

FEBRUARY 7, 2020

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. SaaS is growing more than 200% faster than traditional perpetual license software – Zuora, Subscription Economy Index.

SaaS 64

SaaS Transportation B2C Customer retention 64

Education Services Group

NOVEMBER 7, 2019

The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. First, from a CS perspective, what are the most important metrics that organizations should look at as they work through their 2020 planning? Fall is in the air! Marley Wagner.

Metrics 45

Metrics Marketing Finance Surveys 45

Solvvy

JUNE 22, 2022

Conversational AI can easily manage questions about accounts, and payment history with knowledge base articles, and more, so your team can focus on more complex issues that require a personal touch. trillion in 2020, and analysts predict it will total more than $6.5 Provides reps with a smart handoff. trillion in 2019 to $4.2

Chatbots 119

Chatbots Banking Self service Finance 119

ChurnZero

MAY 15, 2020

The data in this article is sourced from SaaS businesses across 20 industries that use ChurnZero. The percentage variances are based on the year-to-date period prior to March 8, 2020. Customer Success outreach peaks the week after the World Health Organization (WHO) declares COVID-19 a pandemic on March 11, 2020. 2x emails sent.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. In addition to providing a single source of truth for your organization, a customer success platform also helps streamline account metrics and KPIs.

SaaS 65

SaaS Metrics Accountability Best practices 65

ChurnZero

OCTOBER 6, 2020

That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards. We’re excited to recognize Sendoso as the winner of the Onboarding Category for the 2020 ChurnHero Awards! The Award Categories. Learn more about Affise’s story below.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

Comm100

NOVEMBER 23, 2020

For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. We’ve also analyzed the most recent customer reviews from Capterra and Software Advice to give you a full picture of what each of these ticketing software providers has to offer in 2020.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? The second quarter of 2020 was chaotic. This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ClientSuccess

JUNE 22, 2020

In 2020, it seems as though there is a technology solution for everything – especially for SaaS organizations and teams. These systems help account managers, salespeople, and executives report on, keep track of, and control client interactions throughout a customer lifecycle.

CRM 64

CRM Sales Management SaaS 64

Kapta Customer Success

OCTOBER 3, 2016

Did you know that by 2020, customer experience will overtake price and product as the key brand differentiator? SaaS companies have realized this truth and are embracing Customer Success as a way to engage and connect with their clients and to ensure that clients excel alongside their brands. This is a reactive approach.

SaaS 40

SaaS B2B Education Accountability 40

delighted

JUNE 29, 2021

The platform launched on iOS and Android in April 2020 with the goal of 7 million subscribers by the end of 2020. Now that you have your number for potential revenue, you need to assess how well you are hitting it and track this over time with the SaaS rule of 40. However, in September the platform only had 500k subscribers.

Marketing 95

Marketing SaaS Metrics Transportation 95

Education Services Group

JULY 15, 2020

We all know that 2020 has been quite the year. In the long term, Customer Success becomes inextricably connected with SaaS. I think the future of Customer Success is that it becomes that native, and the conversation becomes – wait, you’re doing SaaS and don’t have Customer Success? Who do you have assigned to them?

Automotive 52

Automotive SaaS Best practices Sales 52