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. Read More: Top Customer success trends.

SaaS 52

SaaS B2C Customer retention Upselling 52

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Conversion: persuaded by your value proposition, your prospect makes their first purchase and becomes a paying customer. Onboarding.

SaaS 68

SaaS Best practices Upselling Education 68

CustomerSuccessBox

JULY 19, 2021

We are no longer in the ownership economy, which basically means that you don’t have customers who are purchasing your product but rather you have subscribers who are renting or subscribing to your product or service. For SaaS companies today, there are many aspects of their business to consider when creating and measuring success.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

ChurnZero

DECEMBER 29, 2020

Learn how to spot the signs that it’s time to revamp your onboarding as well as the dos and don’ts of improving the most influential phase of your customer’s journey. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. Instead of trying to take a completely new approach to working with customers, CSMs should try to build off of what they learned this past year. Want to learn more?

Journey mapping 53

Journey mapping SaaS Accountability Customer retention 53

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. But what else is in store for this trendsetting team in 2021?

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Satrix Solutions

JANUARY 24, 2022

Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative. Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. Let’s look at some of the best net retention rate and how they are doing good at it. Which is the key customer retention metrics to track?-

SaaS 52

SaaS Best practices Enterprise Customer retention 52

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Other Noteworthy News.

Finance 52

Finance SaaS Accountability Scripts 52

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. Click below for more interviews like this: .

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

Education Services Group

MARCH 24, 2021

DIY, or well, self-service as we call it, is the future of customer retention in SaaS. Self-service simply means to offer your customers the means to be successful with your product or service on their own. The benefits of autonomous customers. The benefits of a self-service environment are plenty. Final words.

SaaS 52

SaaS Self service Feedback B2B 52

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. and PracticalCSM.

SaaS 59

SaaS B2B Customer retention Consulting 59

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. Your customer base, and therefore revenue need to be recurring as well.

SaaS 98

SaaS Metrics Sales Marketing 98

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

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. and PracticalCSM.

SaaS 54

SaaS B2B Customer retention Consulting 54

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero 1.)

SaaS 52

SaaS Customer retention Surveys Consulting 52

ChurnZero

JANUARY 26, 2021

Reduce regrettable team member attrition from 4% to 3% in 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. Reduce voluntary employee turnover.

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Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

JUNE 28, 2021

NPS is also a good metric that will help you drive customer retention. Read: 7 Data Points That Drive Customer Retention For SaaS Business. But now in 2021, it is not the same. The SaaS industry as a whole has an average NPS score of 31. I’d say it’s pretty fantastic.

SaaS 52

SaaS Surveys Metrics Best practices 52

Education Services Group

JANUARY 19, 2021

Last year, we, along with our CS friends at ChurnZero and Higher Logic, embarked on an ambitious project to check-in with the CS community as a whole and find out more about the industry’s current place in SaaS business and uncover the trends influencing its growth. We are proud to present the Inaugural Customer Success Leadership Study !

Finance 52

Finance SaaS Benchmark Surveys 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. As we enter another year, Customer Success is poised to be more sophisticated. Net Revenue Retention (NRR).

SaaS 52

SaaS Metrics Upselling Accountability 52

ClientSuccess

APRIL 28, 2021

Conversations by ClientSuccess TM provides a better way for customer success managers to communicate & collaborate with their customers. The ClientSuccess platform was crafted for mid-market customer success teams looking to define, scale and execute their customer success strategy.

B2B 52

B2B SaaS Customer retention Sales 52

ClientSuccess

DECEMBER 16, 2021

Goals by ClientSuccess TM provides a powerful way for customer success managers to deliver measurable results for their customers. The ClientSuccess platform was crafted for mid-market customer success teams looking to define, scale and execute their customer success strategy.

B2B 52

B2B SaaS Best practices CRM 52

CustomerSuccessBox

AUGUST 27, 2021

One of the most debated topics that are prevailing around the SaaS world is about- Who should be owning renewals? Customer Success team or the Sales team. A study shows that the companies that most of the SaaS Companies follow one of these three types of Renewal ownership model-. Suggested Read: Renewal Template.

Sales 52

Sales Management SaaS Customer retention 52

CSM Practice

MARCH 8, 2021

Their Customer Success organization has ~100 team members and is looking to grow. Delphix has 100 CSMs with projections to grow the team by 30% in 2021. Retention numbers have been trending in the right direction in the last 2 years. Enterprise-based products. Despite the COVID-19 pandemic, Delphix performed well in 2020.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

CustomerSuccessBox

JANUARY 15, 2021

Customer Success was holding the fort. You kept the economical flywheel of your SaaS businesses going all through. This year also offered a unique opportunity to work with so many Customer Success leaders and learn from them as to what was working and what is not working for them.

SaaS 40

SaaS Technology Personalization Best practices 40

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. She has also geared up many product-based SaaS companies as an Investor in recent times.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

Education Services Group

MAY 26, 2021

They cover more than Customer Success and have a solid selection of CS-related webinars, both archived and coming up in their lineup for the rest of 2021. an industry community and podcast dedicated to Customer Success in the B2B SaaS space. Higher Logic. Higher Logic gets extra points for also being the creator of Gain.

Best practices 52

Best practices B2B SaaS Analytics 52

aircall

JUNE 18, 2021

In our 2021 study of nearly 6,000 online shoppers, Aircall determined that 35% of users will post a positive review after a good customer service experience with a brand. Customer service is the most direct engagement that users will have with your brand. You also need to know the best measures of good customer service.

Interactive Voice Response 71

Interactive Voice Response Feedback Metrics Marketing 71

SmartKarrot

JUNE 24, 2021

Gain Grow Retain is an open, free community for customer success leaders of B2B SaaS organizations. Some of the topics discussed include frameworks for client management, why customers ‘ghost’ sometimes, developing customer success plans and more. Future of SaaS. Customer Retention and Happiness.

SaaS 17

SaaS Best practices B2B Customer retention 17

JivoChat

AUGUST 9, 2021

Here’s a look at some more specific ways personalization benefits your brand: Personalized customer service builds trust. PwC’s June 2021 Global Consumer Insights revealed that 35% of customers cite trust as one of their top three reasons for choosing to buy from a specific brand. Technology for Personalizing Customer Service.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

Here’s a look at some more specific ways personalization benefits your brand: Personalized customer service builds trust. PwC’s June 2021 Global Consumer Insights revealed that 35% of customers cite trust as one of their top three reasons for choosing to buy from a specific brand. Technology for Personalizing Customer Service.

Personalization 52

Personalization Customer Service B2B SaaS 52

SmartKarrot

DECEMBER 2, 2020

Now that she is rendering her service at Slack, she is ensuring the best of customer service given to the clients that pull in massive customer retention and loyalty. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association).

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

SmartKarrot

NOVEMBER 25, 2020

Keeping the same context in mind, let’s look at some ways through which you can generate leads and acquire the first 100 customers for your SaaS business. #1 The best way to know if your product is worth buying for a customer is through your existing network. 1 Start with your network.

SaaS 11

SaaS B2B Marketing Feedback 11

NobelBiz

FEBRUARY 15, 2023

And more important, Cloud Application Services (SaaS) spending went from 146,326 Millions U.S. Dollars in 2021 to 195,208 Millions U.S. They allow managers to monitor the operational performance of the channel, to evaluate customer satisfaction on this contact point and to implement corrective actions if necessary.

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

CustomerSuccessBox

NOVEMBER 23, 2021

The more the customer buys a product or service, the more they will be rewarded. You can be more original by inviting your most loyal customers to private parties or to test a product in preview. Customer retention through loyalty programs is a win-win initiative. Essential Read: NPS Industry trends 2021.

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Brand ambassadors Upselling Construction Surveys 52