ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ChurnZero

JANUARY 26, 2021

The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name). Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. So how can CSMs engage with their customers in an outcomes-oriented way? .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

JUNE 22, 2021

Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. This course features downloadable exercises in Excel to practice applying the concepts, quizzes to reinforce learning, and a valuable CSMath Handy Equations and Procedures Guide for using your new skills on the job.

SaaS 92

SaaS Consulting Consulting Sales 92

ChurnZero

JULY 16, 2021

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. It’s an important exercise for anyone who’s sending any kind of messaging to your customers, whether they’re Customer Success or not.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

ClientSuccess

AUGUST 5, 2019

While every customer account is different and has different goals, it is possible to bucket certain questions to create a general outline for customer success management. Most SaaS customers just want to get up and running on a platform as fast as possible and know how to use the product effectively enough to be successful.

SaaS 58

SaaS Accountability Best practices Personalization 58

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. Decision-making is a skill that CSMs can practice by being assigned responsibility and tasked with accountability for results. Evaluate Customer Success Skills through Exercises. Initiative.

Management 97

Management Upselling Coaching Best practices 97

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. This health score accounts for an overall higher volume of product usage, but less usage related to initial configuration and early-stage tweaking.

Metrics 96

Metrics SaaS Accountability Sales 96

ChurnZero

SEPTEMBER 14, 2021

To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Hear arguments from both sides of the aisle in our great SaaS debate. . Customer Success Around the Web.

Sales 94

Sales Upselling Morale SaaS 94

ChurnZero

JANUARY 28, 2022

SaaS is fast paced and everchanging, much like your organization’s tech stack. I don’t know the last time someone in SaaS described their tool as being “set it and forget it.” That’s because SaaS and Customer Success are constantly changing. I recommend conducting this exercise quarterly as to not overwhelm your team.

SaaS 98

SaaS Feedback Coaching Education 98

AWS Machine Learning

MAY 23, 2023

There are two Confluence offerings : Cloud – This is offered as a software as a service (SaaS) product. We’re excited to announce that you can now use the new Amazon Kendra connector V2 for Confluence to search information stored in your Confluence account both on the cloud and your data center. Run a sample query to test the solution.

APIs 111

APIs Accountability Enterprise Personalization 111

Amity

FEBRUARY 26, 2016

This week, I want to focus on how SaaS companies can allocate resources to support the customer journey. The best way to make this happen is through an account coverage model, which provides clarity about roles and responsibilities to support and drive the customer journey. Eliminate those unnecessary activities.

Accountability 56

Accountability SaaS Consulting Consulting 56

AWS Machine Learning

NOVEMBER 30, 2023

As democratization of foundation models (FMs) becomes more prevalent and demand for AI-augmented services increases, software as a service (SaaS) providers are looking to use machine learning (ML) platforms that support multiple tenants—for data scientists internal to their organization and external customers.

Chatbots 116

Chatbots SaaS Engineering APIs 116

Totango

SEPTEMBER 24, 2020

The SaaS and subscription markets have many choices available, and low overheads and customizable conditions make switching between business solutions effortless. Maximize each employee’s unique potential to create value for your customers by automating account assignments. The Importance of Creating Value for Customers.

Enterprise 78

Enterprise Upselling Accountability SaaS 78

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. To understand why, here’s a little thought exercise. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. To understand why, here’s a little thought exercise. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable.

SaaS 52

SaaS B2B Upselling Metrics 52

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? Customer Success Manager.

SaaS 52

SaaS B2B Customer retention Upselling 52

CustomerSuccessBox

OCTOBER 5, 2021

In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. In B2B SaaS businesses, you have to identify those key indicators which can drive performance. Account health KPIs- Product adoption, customer usage, etc. Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

CustomerSuccessBox

JANUARY 24, 2019

The customer success department can improve your financials dramatically as the major revenue for a SaaS company comes from the existing customers. They are usually measured on metrics like Average Revenue Per Account (ARPA), LTV/CAC ratio, Churn rate etc. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Eptica

NOVEMBER 14, 2018

We know that it is important that customers are happy with the service received as well as the product, so I’ve run feedback exercises with them and used that to further improve how we operate. What are your plans for the future? Existing Eptica customers can find out more about how Lenka can help them, just send us an email.

Best practices 62

Best practices SaaS Feedback Marketing 62

Amity

JUNE 21, 2017

If I have a Gmail account, isn’t success sending and receiving emails? Maybe I chose Gmail because it was a light SaaS platform, or I have an Android phone, or because it's free vs. other options? Customer Success Plans can indeed be an exhaustive exercise but it's the recipe for a long, meaningful relationship.

SaaS 61

SaaS Education Accountability Personalization 61

ChurnZero

JULY 6, 2023

In one of many similar instances, I was helping a SaaS company get to the root of its high customer churn. Once they went through this exercise, the problem became obvious. Do you automatically email them a prompt to register for account access? Do you set that account access up for them? This is completely backward.

Journey mapping 52

Journey mapping SaaS Consulting Consulting 52

Amity

APRIL 15, 2016

At first, your goals may be to simply get some exercise. Many customers who use SaaS products follow the same path. This is an opportunity for SaaS companies because it lets them “land & expand” customer accounts as customers use more of your product to support their evolving business and corresponding objectives.

SaaS 56

SaaS Benchmark Upselling Consulting 56

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

AWS Machine Learning

MARCH 21, 2023

For this exercise, the VIF threshold value is set to 1.2. Drop column The y_yes feature is the target column for this exercise, so we drop the y_no feature. Be aware that running a training job will incur additional costs on your account. Choose Preview. Choose + Add step. Choose Manage columns.

Scripts 91

Scripts Banking APIs Best practices 91

AWS Machine Learning

MARCH 28, 2024

Before you get started with the solution, create an AWS account. When you create an AWS account, you get a single sign-on (SSO) identity that has complete access to all the AWS services and resources in the account. This identity is called the AWS account root user. AJ Dhimine is a Solutions Architect at AWS.

Telecommunications 136

Telecommunications Transportation Healthcare Accountability 136

CSM Practice

SEPTEMBER 25, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. It should, at the very least, be done annually for a lower segment of accounts and quarterly for the more strategic accounts. To prevent churn, the CSM needs to be proactive to customer needs.

Accountability 65

Accountability Benchmark SaaS Surveys 65

ChurnZero

JANUARY 3, 2020

At ChartMogul, metrics are a powerful tool to get the whole team on the same page and make everyone (including managers) accountable for their achievements. For subscription businesses (and SaaS companies in particular) customer success is not just “nice to have”; it’s essential.

SaaS 64

SaaS Metrics Engineering Feedback 64

Comm100

JANUARY 5, 2021

Over the years, SaaS developers have worked with businesses to increase the efficacy and security of this vital customer service channel: most of today’s live chat providers offer some level of password protection and data encryption to help companies manage sensitive data. Software updates. Internal breaches.

Chatbots 52

Chatbots Airlines Banking SaaS 52

ChurnZero

JUNE 27, 2023

It’s worth noting that organizing data is considerably easier if your company uses a unique account identifier—that is one code that uniquely identifies a customer universally across all company systems. In terms of data accuracy, the account fields and contact fields are the most important. Note: Click on image to enlarge.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Amity

JANUARY 30, 2014

While many SaaS companies are shifting towards pooled and self-serve support, some will focus on generating a deep understanding of their customer’s business drivers, their unique definitions of success, and how they are using services. . Moving Beyond SaaS. – Leo Leung, Director, Technical Account Management, Nulogy.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ChurnZero

SEPTEMBER 25, 2020

Customer feedback is typically prioritized based on influential factors such as contract size, strategic accounts, and upcoming renewals. At ChurnZero, to help give Customer Success perspective into the development phase, we use an exercise where we turn our CSMs into mini product managers. But remember to take an open-minded approach.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. Churn destroys SaaS business valuation.

Journey mapping 52

Journey mapping SaaS Finance Consulting 52

ClientSuccess

APRIL 18, 2018

Having well-documented customer lifecycle plans (ie onboarding, adoption / QBR / EBR, renewal, key sponsor turnover, at risk accounts, etc) is a solid way to set your customers up for greater long-term success. Because of the work you’ll put into a whiteboarding or outlining exercise, the areas you have control over will become more apparent.

Best practices 48

Best practices Accountability SaaS Metrics 48

Solvvy

JULY 8, 2022

Software as a Service (SaaS) companies, for example, need to build monthly recurring revenue (MRR) to operate. CSAT, like any key performance indicator (KPI) that you track for your business, isn’t a one-time exercise. Furthermore, depending on your business model, retention may be critical to your survival.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

PeopleMetrics

JANUARY 25, 2018

Audit and accountability: The creation, protection, retention and review of system logs. As the operational leader for several software-as-a-service ( SaaS ) companies over the past decade, I have been required to put my organizations through security audits that test similar control functions (e.g. The families are: 1.

Education 78

Education Government CRM Self service 78

CustomerSuccessBox

DECEMBER 13, 2021

She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success. Having a retrospective with a customer on the onboarding experience can be a great exercise too if the customer is willing.

Best practices 52

Best practices Consulting Consulting SaaS 52