ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is.

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy. New resources, such as ebooks or upcoming trainings and webinars.

Customer retention 52

Customer retention SaaS Education Feedback 52

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

SaaS 59

SaaS Metrics Accountability industry standards 59

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

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.

Accountability 42

Accountability Upselling SaaS Feedback 42

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.

Accountability 47

Accountability Management Upselling SaaS 47

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). For a SaaS company, your customers ultimately speak with their feet and their wallet in the form of renewals.

SaaS 55

SaaS Accountability Customer effort Metrics 55

ClientSuccess

JULY 20, 2021

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. The past year has highlighted precisely how critical current customers are to the success of SaaS organizations, thanks in large part to net retention rates. Net retention rates encompass all changes to your customer accounts.

SaaS 69

SaaS Customer retention Upselling Accountability 69

ClientSuccess

AUGUST 31, 2020

Your customer success department – as well as your organization’s executive leadership – understands that customer success managers need more visibility and insight into account activity in order to make the best decisions for customers, which is where your new customer success platform comes into the picture.

SaaS 105

SaaS Metrics Accountability Sales 105

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. Can we use this platform to manage customers throughout their entire account relationship? And finally, transparency.

Accountability 104

Accountability SaaS Education CRM 104

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries. Revenue Generation Methods.

Accountability 40

Accountability Management B2C Upselling 40

ChurnZero

OCTOBER 26, 2021

It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. For SaaS customer segmentation , a company’s Annual Recurring Revenue (ARR) value can be an important identifier. SaaS companies are well aware that not all their customers are the same.

SaaS 96

SaaS Revenue potential Upselling Accountability 96

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. The right customer success platform won’t just impact your customers and accounts. eBook: CSM from the Trenches: Implementing Customer Success. Internal and external results. Toolkit: Churn Management Toolkit. Start Here!

SaaS 76

SaaS Upselling Metrics CRM 76

ClientSuccess

JANUARY 30, 2023

Setting realistic ACV targets to ensure each CSM can devote enough time and attention to their accounts is essential. The simpler the product is to set up, learn, and use, the more customer accounts the CSM can manage. In that case, your CSMs will need to spend considerable time on each account.

Best practices 70

Best practices Accountability SaaS Enterprise 70

ClientSuccess

OCTOBER 12, 2020

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. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

ClientSuccess

AUGUST 10, 2022

This Customer Success Score should take into account multiple KPIs, including: Product and platform usage rates. Customer sentiment and account health. Today’s SaaS organizations rely heavily on strong foundational customers, and building a corporate culture of customer success is one of the building blocks behind this mentality.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before.

SaaS 81

SaaS Accountability Metrics Sales 81

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success.

SaaS 88

SaaS Finance Customer centricity Metrics 88

CrazyCall

AUGUST 8, 2019

That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. Service level is taken into account almost in every call center around the globe. As with regard to SaaS start-ups, Steli Efti, CEO of Close.io Right Party Contact.

Call Center 52

Call Center Metrics Abandon rate Management 52

ClientSuccess

AUGUST 31, 2022

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. By planning ahead – yes, even a year ahead – and ensuring your CSMs are confident in the subject matter they’re presenting, your team can deliver flawless Business Reviews to customers and keep your accounts moving forward this year.

Benchmark 77

Benchmark SaaS Accountability Analytics 77

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. 3 Tips That Can Help!

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset. Ready to learn more?

Benchmark 59

Benchmark Upselling Accountability SaaS 59

ClientSuccess

OCTOBER 5, 2021

Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. By tracking these leading indicators, your team can more accurately identify accounts that may have red flags (i.e., eBook: 5 Ways To Surprise & Delight Your Customers.

Metrics 72

Metrics SaaS Accountability Sales 72

ClientSuccess

AUGUST 23, 2022

If this score is skewed high, your customer team should probably regroup on delivering a more hands-on customer experience to this account. . Customer success has become an increasingly critical function for SaaS organizations over the past few years. eBook: 3 Steps To Putting Your Customer First This Year.

Customer effort 79

Customer effort Metrics SaaS Surveys 79

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. In addition to providing a single source of truth for your organization, a customer success platform also helps streamline account metrics and KPIs.

SaaS 65

SaaS Metrics Accountability CRM 65

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. Monitoring long-term revenue trends: customer accounts can fluctuate, especially if there is uncertainty or instability in the market.

SaaS 64

SaaS Metrics Best practices Feedback 64

ClientSuccess

DECEMBER 21, 2020

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. The account health and sentiment of a customer is no longer the sole responsibility of a customer success manager. Toolkit: Year-End Planning Toolkit.

Finance 93

Finance SaaS Best practices Accountability 93

ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning.

SaaS 59

SaaS Accountability Sales Management 59

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. Download this eBook to learn how to crust your SaaS Customer Onboarding.

SaaS 52

SaaS Customer retention Surveys Consulting 52

ClientSuccess

NOVEMBER 9, 2022

For many in the SaaS world, operations roles are not a new concept. Here are three considerations to take into account when it comes to investing in customer success operations: 1. eBook: CSM from the Trenches: Implementing Customer Success. Operations can help identify inefficiencies – and then close these gaps.

SaaS 68

SaaS Metrics CRM Sales 68

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Webinar: Pipeline Management for Customer Success.

Metrics 68

Metrics SaaS Accountability Best practices 68

ClientSuccess

DECEMBER 14, 2020

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. Over the last few months, CSMs and account management teams have been asked to pivot or change directions so many times it is hard to keep straight.

Accountability 65

Accountability SaaS Best practices Metrics 65

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

SaaS 40

SaaS Finance Feedback Metrics 40

ClientSuccess

MARCH 8, 2022

But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. eBook: 3 Steps To Putting Your Customer First This Year. Sales cycles can be long and fraught and deserve to be applauded.

Upselling 75

Upselling SaaS Sales Metrics 75

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

ClientSuccess

OCTOBER 25, 2021

For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Total number of contacts (and account decision-makers) serving as customer advocates. Ready to learn more? .

Metrics 64

Metrics Upselling SaaS Education 64

ChurnZero

OCTOBER 26, 2021

It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. For SaaS customer segmentation , a company’s Annual Recurring Revenue (ARR) value can be an important identifier. SaaS companies are well aware that not all their customers are the same.

SaaS 52

SaaS Revenue potential Upselling Accountability 52