Beyond Philosophy

DECEMBER 10, 2021

For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable.

Airlines 273

Airlines Metrics SaaS Accountability 273

AWS Machine Learning

JULY 6, 2023

A number of AWS independent software vendor (ISV) partners have already built integrations for users of their software as a service (SaaS) platforms to utilize SageMaker and its various features, including training, deployment, and the model registry.

SaaS 104

SaaS Accountability APIs Engineering 104

AWS Machine Learning

JANUARY 31, 2025

Through practical examples, we show you how to adapt this FM to these specific use cases while optimizing computational resources. This diagram illustrates the solution architecture for training and deploying fine-tuned FMs using H-optimus-0 This post provides example scripts and training notebooks in the following GitHub repository.

Healthcare 111

Healthcare Scripts Benchmark SaaS 111

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. Next, we’ll share six keys to effective SaaS customer engagement.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. Encourage existing customers to grow their accounts.

SaaS 94

SaaS B2B Accountability Marketing 94

Help Scout

SEPTEMBER 21, 2021

At others, customer success specialists are accountable for managing churn and providing essential support. No matter what type of customer success team you’ve built, we have guidance and real-world examples of helpful ways to write your customer success specialist job description to start drawing in qualified candidates.

Education 104

Education Accountability Benchmark Sales 104

AWS Machine Learning

FEBRUARY 10, 2025

Its software-as-a-service (SaaS) solution empowers leading banks and lenders with deep customer insights and AI-driven decision-making capabilities. In this example, we start with the data science or portfolio agent. This post is co-written with Gordon Campbell, Charles Guan, and Hendra Suryanto from RDC.

Chief Customer Officer 111

Chief Customer Officer Banking SaaS Engineering 111

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Many also enlisted to help us test the relaunch of the community.

SaaS 98

SaaS Gamification Best practices Feedback 98

AWS Machine Learning

MARCH 25, 2025

Then we deep dive into the new rolling update feature for inference components and provide practical examples using DeepSeek distilled models to demonstrate this feature. Consider an example where a customer has 10 copies of an inference component spread across 5 ml.p4d.24xlarge You can find the example notebook in the GitHub repo.

APIs 111

APIs Engineering Accountability Metrics 111

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

ShepHyken

JUNE 10, 2016

I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service. Take Delta Hotels for an example. These include accountability, honesty, integrity and respect for others. Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Understanding the nuance behind Customer Success metrics will help you build consensus around which numbers are the best numbers to track for your SaaS company.

SaaS 94

SaaS Metrics Customer retention Construction 94

ChurnZero

JULY 22, 2021

In this article, we cover the top considerations for identifying that best fit, as well as examples of expansion scenarios for applying the rules. It’s impossible to account for every expansion scenario, so you’ll need to refine your rules as you encounter new situations. Rules of Engagement Scenario Examples. Churned Customers.

Sales 98

Sales Upselling Enterprise SaaS 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

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

APRIL 11, 2025

By regularly asking these questions and keeping your team accountable, your onboarding process will grow alongside your customers. Group tasks together and apply a percentage with that activity type – for example, what percentage of time do CSMs spend with reporting? Is your onboarding process a framework or a free-for-all?

Metrics 86

Metrics Benchmark Feedback SaaS 86

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

AWS Machine Learning

OCTOBER 16, 2024

In this post, we highlight how the AWS Generative AI Innovation Center collaborated with SailPoint Technologies to build a generative AI-based coding assistant that uses Anthropic’s Claude Sonnet on Amazon Bedrock to help accelerate the development of software as a service (SaaS) connectors. If not, it sets hasMore to false to stop the loop.

SaaS 89

SaaS APIs Construction Accountability 89

AWS Machine Learning

NOVEMBER 21, 2024

For example, in speech generation, an unnatural pause might last only a fraction of a second, but its impact on perceived quality is significant. Add team members using their email addresses—they will receive instructions to set up their accounts. On the SageMaker console, choose Labeling workforces. val(option).text(option));

APIs 103

APIs Feedback Telecommunications Management 103

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

CSM Practice

MAY 28, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. A good example of a base-variable split is 80/20.

Best practices 126

Best practices Management SaaS Metrics 126

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. A good example of a base-variable split is 80/20.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

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. For example, “Enterprise Customer Success Manager”.

SaaS 52

SaaS Upselling Enterprise industry standards 52

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 : For this example, we’re talking about training. Irit: Hi everyone. Bree: This is a holistic view.

Metrics 98

Metrics SaaS Surveys Self service 98

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

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. For example, an apparel retailer with detailed sizing guides and style tips helps shoppers make confident buying decisions, reducing the likelihood of returns or dissatisfaction.

Education 52

Education Upselling SaaS Self service 52

AWS Machine Learning

JANUARY 24, 2025

In this post, we show you an example of a generative AI assistant application and demonstrate how to assess its security posture using the OWASP Top 10 for Large Language Model Applications , as well as how to apply mitigations for common threats.

APIs 118

APIs Scripts Best practices Management 118

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. Examples include: Search engine queries and ads. Social media posts.

SaaS 113

SaaS Journey mapping B2B Upselling 113

AWS Machine Learning

APRIL 10, 2025

Refer to Guidelines for preparing your data for Amazon Nova on best practices and example formats when preparing datasets for fine-tuning Amazon Nova models. After providing your explanation, you must rate the response on a scale of 1 to 10 by strictly following this format: "[[rating]]", for example: "Rating: [[5]]".nn[Question]n{question}nn[The

APIs 125

APIs Metrics Best practices Construction 125

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

MARCH 28, 2023

As a SaaS organization scales, there inevitably arises a distinction between SMB customers and enterprise customers. The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. Here are a few factors to consider: 1.

Accountability 52

Accountability Management SaaS Enterprise 52

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

Best practices 89

Best practices SaaS Accountability B2B 89

AWS Machine Learning

MARCH 3, 2025

Prerequisites To run this demo, complete the following prerequisites: Create an AWS account , if you dont already have one. Under Name and tags , enter a descriptive name for the instance (for example, la-local-zone-instance ). Enable the Local Zones in Los Angeles and Honolulu in the parent Region US West (Oregon).

APIs 85

APIs Benchmark Metrics Healthcare 85

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. For example, personalized email subject lines are common.

Education 102

Education SaaS Accountability Enterprise 102

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Takeaway 1: Equity is hard to get right now, and very few people are doing it.

SaaS 52

SaaS Benchmark B2B Surveys 52

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. Let’s look at an example to understand how success vectors can supplement KPI metrics. .

SaaS 98

SaaS Metrics B2B Enterprise 98

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. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints.

B2B 122

B2B Journey mapping SaaS Upselling 122