BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) Ill-defined KPIs.

SaaS 71

SaaS outsourcing Brand ambassadors Contact Center 71

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. But someone needs to be responsible and held accountable for the results and ROI of customer success.

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Upselling Chief Customer Officer SaaS Sales 65

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

Callminer

OCTOBER 11, 2018

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. With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m one of you because I’m a fellow SaaS CEO. If you’re a SaaS CEO in an ideal industry such as video conferencing, collaboration, health-tech, ed-tech, etc., Let’s think this through.

SaaS 83

SaaS Engineering Sales Accountability 83

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) Ill-defined KPIs.

SaaS 62

SaaS outsourcing Brand ambassadors Contact Center 62

CustomerSuccessBox

MARCH 7, 2022

Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. SaaS renewal’ is a term relating to Software-as-a-Service companies that operate with a subscription-based financial model. How is the renewal process important in SaaS? Expansion Manager.

SaaS 52

SaaS Upselling Customer retention Accountability 52

Amity

SEPTEMBER 28, 2017

Account health has become a key concept here at RotaCloud, which is why we implemented account health checks as part of our onboarding process. RotaCloud is a UK-based SaaS startup. Account health checks. We can’t check the health of an account with no data in it! Background. Our solution? Lessons learnt.

Accountability 56

Accountability SaaS Scripts Feedback 56

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.

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SaaS Calibration Enterprise Customer retention 65

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. Each account rep that is doing sales is also doing renewal management and things like that.

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SaaS Metrics Surveys Customer retention 72

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. 8: Average Revenue Per Account. #9: And by giving up, we mean closed accounts, stopped renewing services, canceled subscriptions, or did whatever it takes for them to be considered inactive. So, buckle up. 2: Monthly Recurring Revenue Rate. #3:

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Metrics Customer retention SaaS Surveys 142

ChurnZero

OCTOBER 8, 2021

You start as a company of 10, signing up every employee with a Google Drive account. As your business grows, you’ll have more employees to sign up with a Google Drive account, plus the storage space you need will increase. We have two customers, both are large enterprises signed up to use a given marketing SaaS product.

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SaaS Metrics B2B Enterprise 98

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.

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SaaS Customer retention Surveys Consulting 98

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Step 2: Map the Top 10 Reasons with Accounts.

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SaaS Customer retention Accountability Feedback 88

Lumoa

MARCH 20, 2018

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. So let’s start!

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Customer Experience Journey mapping B2C B2B 60

ProProfs Blog

AUGUST 19, 2020

Before we jump into anything else, let us first explore the definition of customer service standards. 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. Let us get started! Understanding Customer Service Policies and Procedures.

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Customer Service Airlines Customer centricity Multichannel 158

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.

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SaaS Marketing B2B Metrics 52

ChurnZero

SEPTEMBER 1, 2023

Rod Cherkas , founder and CEO of the consulting firm HelloCCO , says the genesis for this role can be traced to the modern subscription business model, particularly for companies delivering software-as-a-service (SaaS). a SaaS business focused on reducing work friction. When should SaaS companies hire a chief customer officer?

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Chief Customer Officer SaaS Self service Sales 52

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

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Accountability Management Upselling SaaS 47

Aspect

JANUARY 3, 2018

Marc Benioff, Founder, CEO, and Chairman of Salesforce said it best, “ If someone asks me what cloud computing is, I try not to get bogged down with definitions. Continuous and Seamless Upgrades – Updates to large on-premises software systems such as CRM, ERP, accounting and customer service can be expensive and disruptive.

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Cloud contact Contact Center SaaS CRM 91

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

Satrix Solutions

NOVEMBER 12, 2020

Evan, customer health scores in SaaS are much more common these days. We work with a lot of SaaS companies where customer health scores are prominent. They can be prominent in companies outside of SaaS, but software is leading the way in this regard. Showing how to use your account compared to others like you.

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SaaS Feedback Best practices Accountability 88

Cincom

APRIL 12, 2021

Beyond using a CRM (customer resource management software) to simplify the salesperson’s job, how can the digital version of the lean concept connect to and complement selling , especially when there are so many different definitions for digital lean? How Lean Principles Apply to Ecommerce. Ecommerce has been around for a while. What is in?

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Sales Technology B2C Customer Experience 99

ChurnZero

FEBRUARY 21, 2022

Here’s a standard customer advisory board definition: a customer advisory board is a group of trusted, hand-picked customers or influencers brought in by a business to be thought leaders and help the company gain key insights into their customer base. What is a customer advisory board? What are the benefits of a customer advisory board?

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SaaS Feedback Advertising Customer centricity 98

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. Or account management, when you worry about subscriptions and payments.).

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SaaS Management CRM Sales 106

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. This reduction in cash flow is likely to increase rates of SaaS customer churn. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue.

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SaaS Customer retention Best practices Telecommunications 98

CustomerSuccessBox

SEPTEMBER 4, 2019

A Customer Success Manager’s role differs on the basis of a high/low touch base model and the size of the accounts – small, medium and enterprise. If your company has a platform to understand the health of the account, then your life is sorted. This is a definite game changer! It gives me a sense of triumph.

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SaaS Accountability Best practices Finance 78

Amity

SEPTEMBER 17, 2015

#CustomerSuccess #SystemOfRecord verifies contributions to #SaaS bottom line. Accounting has Quickbooks. Accounting has Quickbooks. First, a definition. They were definitely on to something. Click To Tweet. It’s Monday morning. You’re headed to the monthly exec meeting. Sales has Salesforce. How about sales?

Upselling 72

Upselling SaaS Metrics Sales 72

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? Also, I think the key thing is that it should really be customer-centric and reflect how they go through the journey, taking into account and focusing on their perspective. TC : Yes, definitely.

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Journey mapping Accountability Marketing Metrics 115

Totango

AUGUST 21, 2020

SC: Health scoring is a good example of this, however all of the data / KPI definitions can be a good example. As Keith also shared, the field was hungry for this opportunity to collaborate and have easy access and visibility to their broader customer and account team. Advice for others going down that journey?

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Upselling Accountability Metrics SaaS 117

ClientSuccess

MAY 18, 2020

After months of trying to stay on top economic changes and, quite simply, treading water in a churning sea, many SaaS organizations are figuring out how to make it through on the other side. How are you tracking customer needs and internal responsibilities?

SaaS 76

SaaS Accountability 76

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

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Customer retention Metrics Upselling Chief Customer Officer 97

ChurnZero

OCTOBER 12, 2021

Onboarding Hero – Definitive Healthcare. Definitive Healthcare’s passion is to transform data, analytics, and expertise into healthcare commercial intelligence. We’re excited to recognize Definitive Healthcare as a winner of the Onboarding category for the 2021 ChurnHero Awards!

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Healthcare Accountability Metrics Surveys 98

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you use Customer Success and SaaS metrics in a more nuanced and purposeful way.

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SaaS Metrics Accountability Technical Support 52

ClientSuccess

JUNE 15, 2020

These past six months have brought on a slew of global challenges and changes, and SaaS organizations are definitely feeling the impact. One interesting focal point of the first half of 2020 has been the rise of remote work across many industries, but especially for SaaS-based technology organizations.

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SaaS Technology Accountability Personalization 80

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. Bree: Definitely. What this is showing is a group of all of the accounts in onboarding. Customers in onboarding behave differently than tenured customers. Irit: Hi everyone.

Metrics 52

Metrics SaaS Surveys Self service 52

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

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Accountability Upselling SaaS Feedback 42