Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. This makes CS team accountability easier and 1:1s more productive to ensure the team is meeting customer and company-wide goals. . Optimize one-on-ones. Improve internal communication.

Accountability 99

Accountability SaaS Best practices Enterprise 99

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. What Is SaaS Customer Engagement?

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Totango

APRIL 24, 2020

Rather, customer retention for SaaS enterprises is a result of the customer experience. The continued growth of the SaaS model, led by the multi-billion-dollar successes of B2B giants Microsoft and Salesforce , reflects a more responsive relationship between customer investment and ROI. 6 SaaS Customer Retention Best Practices.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

ShepHyken

JUNE 10, 2016

These include accountability, honesty, integrity and respect for others. Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Best practices Customer Support 83

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Will the Customer Success and Sales roles converge, especially for large enterprise accounts?”. “To

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

NOVEMBER 18, 2021

In this article, I share my mantra for learning that guides my work, as well as how to ensure your education program engages students and drives lasting change. To truly engage your customer-students, they must take ownership of their learning and be held accountable to its pursuance. Want to Increase Customer Loyalty?

Education 98

Education SaaS Real estate Self service 98

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. SaaS Churn Analysis Benefits. A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn by: Highlighting current strengths and weaknesses in products and processes.

SaaS 77

SaaS Enterprise Customer retention Metrics 77

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 78

SaaS Best practices Upselling Journey mapping 78

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? SaaS Customer Success Tool.

SaaS 71

SaaS CRM Advertising Analytics 71

ChurnZero

JUNE 17, 2022

Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. What this is showing is a group of all of the accounts in onboarding. Bree: That is by far something that we need to put into account. Irit: Hi everyone. Bree: This is a holistic view.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Callminer

OCTOBER 11, 2018

FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. More often than not, SaaS providers take advantage of the internet to make people aware of what their offerings are.

SaaS 63

SaaS Sales Enterprise Feedback 63

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 72

SaaS B2C B2B Metrics 72

Amity

DECEMBER 9, 2016

While wading through this endless sea of content, I’ve recently read a few amazing articles that speak about how to market to your current customers in order to increase retention and help them continuously succeed—and it got me thinking: What if we took a look in the other direction? Here’s the comparison: Control.

Marketing 109

Marketing SaaS Sales Surveys 109

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. What functions the interaction serves.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. First off it’s worth reiterating what was said in the recent board relations article. To get even more accountable. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely. 1: Check Your Pompoms At The Door. 5: Agree What Not To Do.

SaaS 68

SaaS Benchmark Metrics Accountability 68

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 113

SaaS Technical Support Benchmark Accountability 113

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

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

OCTOBER 8, 2021

As a relatively new concept, this article explains what a Customer Success vector is, before detailing how you can implement these vectors as part of your Customer Success strategy. . You start as a company of 10, signing up every employee with a Google Drive account. A large number of opened accounts with the SaaS business. .

SaaS 98

SaaS Metrics B2B Enterprise 98

Totango

OCTOBER 11, 2021

One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Continuous Onboarding.

Education 102

Education SaaS Accountability Enterprise 102

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. in their article on which emotions make successful customer relationships. Product Usage – is the account above 80% license utilization with high usage across all features?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. Adoption : How many licensed accounts sold are actually being used?

Best practices 124

Best practices Upselling Metrics Journey mapping 124

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. How to crush SaaS customer onboarding: a roundup of expert advice.

SaaS 98

SaaS Customer retention Surveys Consulting 98

Totango

FEBRUARY 13, 2024

At PowerToFly, customer success and account management teams must work together to support their clients—without overwhelming them. Across a large CSM team and a new Account Management team, that adds up.” Totango is a must for any company with a SaaS model.” “Totango has proven to be a game changer.”

Upselling 112

Upselling SaaS Accountability Enterprise 112

Outsource Consultants

MARCH 18, 2025

This article dives into key market trends (including cost benefits and regional considerations), real-world success stories of outsourcing, the impact of AI-driven disruptions in call centers, and how to balance automation with human agents for superior customer interactions. Another often-overlooked expense is the cost of quality assurance.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. In many cases, a small number of B2B clients account for a large percentage of a company’s revenue, leading to a need for multiple engagement models for effective relationship management.

B2B 114

B2B Customer Experience B2C SaaS 114

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. What Is Contract Renewal? In-App Promotions.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

ChurnZero

MARCH 20, 2023

said account management; 17.7% Account management teams claimed the difference. Even so, most SaaS companies clearly rely on their Customer Success managers as revenue drivers. Larger companies tend to have these functions owned by sales, account management, or a dedicated renewals team.” said Customer Success; 19.2%

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

MARCH 20, 2023

said account management; 17.7% Account management teams claimed the difference. Even so, most SaaS companies clearly rely on their Customer Success managers as revenue drivers. Larger companies tend to have these functions owned by sales, account management, or a dedicated renewals team.” said Customer Success; 19.2%

Accountability 52

Accountability Sales Management SaaS 52