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. . Customers Demand Value. “ #SaaS business models are evolving in the performance economy. Ordway (@ordwaylabs) June 10, 2020.

SaaS 92

SaaS Customer centricity Customer retention B2B 92

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers. S aaStr Annual 2020 Date: March 10 – 12, 2020 Location: San Francisco Bay Area.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Satrix Solutions

FEBRUARY 12, 2020

If you’re not gathering robust and representative data across all key customer contact roles and segments to guide actions that will improve the customer experience, you’re at risk for losing market share to your competitors. The right people are empowered to get things done that will improve customer retention and advocacy.

B2B 78

B2B Feedback Consulting Consulting 78

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

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

SaaS 98

SaaS Customer retention Best practices Telecommunications 98

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

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Check out 2 mind-blowing stats about Customer Expectations! Jignesh Thakkar (@socialjignesh) September 22, 2020. . Every employee is on the Customer Success team. Customer Service ?

SaaS 59

SaaS Metrics Best practices Customer retention 59

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

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

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. 6 in the U.S. #2 2 in Mexico. #6 6 in Australia. #3

SaaS 64

SaaS Transportation B2C Customer retention 64

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

CustomerSuccessBox

SEPTEMBER 7, 2021

With Customer Success teams who work on onboarding automation and efficiency to set their customers up for a strong initial footing, this will result in long-term success. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 6 Customer success is becoming a promising career discipline.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

CSM Practice

AUGUST 7, 2020

Offering a digital alternative to physical business events, Customer Success Executives Roundtable helps professionals to identify actionable solutions to their key challenges whether they’re working at home or in the office. We hope to see you again at our next session. For your convenience, click here to register for all upcoming sessions.

Journey mapping 81

Journey mapping Morale SaaS Education 81

ClientSuccess

APRIL 28, 2021

Prior to joining ClientSuccess Kristi built, scaled and transformed Customer Success teams at organizations like IntelliShift, BetterCloud, Sisense and BrightEdge. Kristi has also been recognized by SuccessHACKER as a 2020 Top 25 Customer Success Influencer and by HigherLogic as a 2021 Engagement Expert. and PracticalCSM.

SaaS 59

SaaS B2B Customer retention Consulting 59

CustomerSuccessBox

JUNE 28, 2021

But, the year 2020 has seen a boom in the Customer Success space, as a lot of SaaS businesses are now identifying Customer Success as a strong business imperative. The companies have realized the importance of customer success in an overall increase in revenue and profitability. Customer Retention.

SaaS 52

SaaS B2C Customer retention Upselling 52

ChurnZero

JUNE 12, 2020

As its own function, Customer Success Operations can advance strategy initiatives around the customer experience as well as manage renewal forecasts, data analytic systems, and process implementation. When should I add Customer Success Operations? A candidate does not need a background in Customer Success.

SaaS 80

SaaS Metrics Customer retention Analytics 80

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

Satrix Solutions

JULY 21, 2021

In challenging times, it feels more important than ever that Customer Success and Product are not just aligned but allied. What are one or two of your most recommended approaches for minimizing customer churn? SaaS onboarding makes or breaks your customer retention.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

ChurnZero

JANUARY 3, 2020

And we have the customer stories to prove it : The commitment to our customers goes beyond the success team — it involves product, engineering, and every team within ChartMogul. The secret to a successful remote customer success team. Ingmar Zahorsky is ChartMogul’s VP of Customer Success. Customer Success Around the Web.

SaaS 64

SaaS Metrics Engineering Feedback 64

ChurnZero

JANUARY 28, 2020

For SaaS Customer Success teams whose performance is rated on creating new value to continuously improve customer outcomes, not evolving is not an option. Get your ‘yes’ to Customer Success! In this webinar, we will: Discuss how a successful onboarding impacts customer retention.

B2C 64

B2C B2B Customer retention SaaS 64

REVE Chat Blog

MARCH 11, 2020

Key live chat statistics for 2020. When customers get instant answers to their queries, they are satisfied and happy. The below live chat statistics 2019 show it is one of the most preferred channels among customers. . 62% of customers expect live chat to be available on mobile devices , and if possible, 82% would use it.

Chatbots 64

Chatbots Real estate Sales Finance 64

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company?

SaaS 52

SaaS B2B Customer retention Upselling 52

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!

Metrics 45

Metrics Marketing Finance Surveys 45

ChurnZero

MAY 15, 2020

Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn. The data in this article is sourced from SaaS businesses across 20 industries that use ChurnZero.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72

ClientSuccess

APRIL 28, 2021

Prior to joining ClientSuccess Kristi built, scaled and transformed Customer Success teams at organizations like IntelliShift, BetterCloud, Sisense and BrightEdge. Kristi has also been recognized by SuccessHACKER as a 2020 Top 25 Customer Success Influencer and by HigherLogic as a 2021 Engagement Expert. and PracticalCSM.

SaaS 54

SaaS B2B Customer retention Consulting 54

CSM Magazine

FEBRUARY 17, 2020

The metrics for success have been muddled for so long – after all, it’s tough to tell the difference between a customer who gives up in frustration, and one who’s solved the problem on their own. When it comes to customer service in 2020, companies must implement the best methods for their product or service.

Customer Service 83

Customer Service Telecommunications Chatbots Customer retention 83

ClientSuccess

JANUARY 12, 2021

While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. Three 2021 customer success resolutions: 1. Continue the customer-first mindset that became popular in 2020. New year, new me, right?

Journey mapping 53

Journey mapping SaaS Accountability Customer retention 53

CustomerSuccessBox

MAY 11, 2021

A SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. a mere 5% increase in customer retention could increase profits by 25-95%. . The year 2020 was a challenging year globally due to the pandemic- Covid 19.

SaaS 52

SaaS Gamification CRM Accountability 52

ChurnZero

JUNE 10, 2020

Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with their first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.

SaaS 69

SaaS Upselling Sales Customer emotions 69

Satrix Solutions

JANUARY 24, 2022

Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform. Looking back now, it is easy to see that a change in customer priorities began in the early days of the pandemic in 2020, when the surge in distributed workforces and e-commerce began.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

ChurnZero

JANUARY 26, 2021

Policy decisions, aversion to change, uncoordinated resources and third-party systems are just a few of the examples of items outside of your direct control as a SaaS provider and a CSM. The Customer Success Battle Plan. In Enterprise SaaS, this process begins during the late stages of the sales cycle before a contract is even signed.

Management 98

Management Chief Customer Officer Upselling SaaS 98

delighted

JANUARY 7, 2020

This focus on customer experience is yielding some impressive returns: The XM Institute found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. For SaaS companies, in particular, they can expect to increase revenue by $1 billion.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

ProProfs Blog

FEBRUARY 7, 2020

And that’s why you need to learn how to do customer support right and delight your clients with exceptional experiences. . A Walker Study reports that customer experience will overtake price and product as the key brand differentiator by the end of 2020. You can find an integrated live chat tool with most helpdesk systems.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. onboarding Onboarding is familiarizing a new customer with the service. Learn from the best. "

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ChurnZero

FEBRUARY 25, 2020

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure. . Customer Success Around the Web.

Customer retention 59

Customer retention Scripts Sales SaaS 59