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

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Jignesh Thakkar (@socialjignesh) September 22, 2020. . Himanshu Rauthan | #StayAtHome | #INBOUND2020 (@himanshurauthan) September 22, 2020. . Alexis Rogers (@alexismrogers) September 22, 2020.

SaaS 59

SaaS Metrics Best practices Customer retention 59

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

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

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases.

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

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.

SaaS 98

SaaS Customer retention Best practices Telecommunications 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

ChurnZero

JUNE 23, 2023

Not too long ago, SaaS companies were focused on growth at all costs. Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. Source: SaaS Capital’s 2023 SaaS Retention Benchmarks for Private B2B Companies This benchmark varied by ACV.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

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. eBook: The Ultimate Guide to SaaS Customer Success Metrics. Webinar: Delivering Customer Success at Scale.

Accountability 104

Accountability SaaS Education CRM 104

ClientSuccess

APRIL 10, 2020

Silicon Slopes, Utah – April 10, 2020: ClientSuccess, a leading B2B SaaS customer success management platform, has been named a finalist for “Best Customer Success Management Solution” by the SIIA’s CODiE Awards, making ClientSuccess a four-time CODiE Award finalist. The post ClientSuccess Named a 2020 CODiE Award Finalist!

SaaS 40

SaaS Education Best practices B2B 40

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). Track and analyze customer metrics. Tracking customer metrics not only helps you serve better but can also result in boosting your sales through improved customer experience.

Sales 69

Sales Customer Service Upselling CRM 69

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. The Most Important Metrics to Focus On. There are hundreds of metrics that SaaS companies can track, so which ones are the most beneficial to your business?

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Metrics Marketing Finance Surveys 45

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.

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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

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

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. The Decade in Broadband: 2020 Statistics & Predictions, [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

CSM Practice

JUNE 4, 2021

Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. . As a Customer Success team leader, Sasaki uses two of the above metrics in his period employee reviews: . Net promoter score (NPS).

SaaS 52

SaaS Upselling Metrics CRM 52

ChurnZero

JUNE 12, 2020

SaaS businesses typically begin to invest in Customer Success Operations when they reach around $10 million in revenue. What Processes and Metrics does Customer Success Operations Build? At a minimum, they should track performance metrics across four key areas: revenue, product, customer feedback, and customer experience.

SaaS 80

SaaS Metrics Customer retention Analytics 80

ChurnZero

JANUARY 3, 2020

Set ambitious metrics goals. Set ambitious metrics-driven goals. To lead, you have to create a compelling vision for where you’re going, cap it with a goal you want to achieve, and come up with a framework of metrics for measuring progress towards that goal. Develop processes to integrate customer feedback quickly. and Europe.

SaaS 64

SaaS Metrics Engineering Feedback 64

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. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores. Toolkit: Customer Success Metrics Toolkit.

SaaS 65

SaaS Metrics Accountability Best practices 65

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Customer metrics are also referred as customer experience KPIs.

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Customer Experience B2C Journey mapping B2B 107

ChurnZero

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . This places even more pressure on SaaS companies to retain their current customers and provide a product that delights users, and dramatically increases the need to build an army of customer advocates!

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Customer advocacy Journey mapping SaaS Gamification 81

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

REVE Chat Blog

MARCH 11, 2020

Key live chat statistics for 2020. 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. Live chat has become one of the vital functionalities of any website.

Chatbots 64

Chatbots Real estate Sales Finance 64

TeamSupport

JULY 27, 2020

As published in CustomerThink , July 1, 2020. Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of 2020, according to a recent industry survey of CXOs.

B2B 90

B2B Finance Metrics Customer Support 90

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

JANUARY 26, 2021

Each objective should have at least one Key Result, however it’s not unusual for an objective to have two or three metrics associated with it. Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. . . A – Attainable. R – Relevant. Key Result.

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Management Chief Customer Officer Upselling SaaS 98

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

FEBRUARY 11, 2020

Jim Bass (@JimBassCX) February 5, 2020. Angela Walter Wells (@AngWWells) February 5, 2020. Jim Bass (@JimBassCX) February 6, 2020. Jim Bass (@JimBassCX) February 6, 2020. Jim Bass (@JimBassCX) February 6, 2020. . And don’t forget to mark your calendar and register for BIG RYG 2020 in October! .

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

CSM Practice

FEBRUARY 15, 2021

In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. It is more common to be developed and maintained by SaaS companies with CSM to customer ratio of 60 or less. The customer health score is more common by 30% in SaaS vs. On-Premise or services organization.

Surveys 64

Surveys SaaS Benchmark Upselling 64

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

Mindtouch

OCTOBER 23, 2017

Software-as-a-Service (SaaS) companies are valued much higher than their on-premise software peers for this reason. SaaS vendors own the customer relationship and drive direct engagement, which results in opportunities to learn and improve their services further. What metrics matter to a well-run support team?

Self service 65

Self service Upselling SaaS Customer Support 65

ClientSuccess

DECEMBER 14, 2020

2020 has been chock-full of twists and turns, and customer success managers have experienced their fair share of ups and downs. The customer success function has been thrust into the spotlight at many SaaS organizations, and the health and sentiment of customers is now a company-wide initiative for many teams.

Accountability 65

Accountability SaaS Best practices Metrics 65

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

CustomerSuccessBox

JANUARY 24, 2019

The customer success department can improve your financials dramatically as the major revenue for a SaaS company comes from the existing customers. Both the departments are measured on totally different metrics. They are usually measured on metrics like Average Revenue Per Account (ARPA), LTV/CAC ratio, Churn rate etc.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

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.

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Customer Service Telecommunications Chatbots Customer retention 83