Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 109

Best practices SaaS Journey mapping B2C 109

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 103

SaaS Accountability APIs Engineering 103

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. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

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

ChurnZero

JULY 29, 2022

With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. I’ve seen how it can help SaaS leaders unlock increased customer value attainment, higher net revenue retention (NRR) and accelerated product-led growth. SaaS companies operate on subscription terms.

SaaS 98

SaaS Customer centricity Upselling B2B 98

AWS Machine Learning

JANUARY 31, 2025

Prerequisites We assume you have access to and are authenticated in an AWS account. The template handles all necessary security configurations, including AWS Identity and Access Management (IAM) roles. The AWS CloudFormation template for this solution uses t3.medium medium instances to host the SageMaker notebook.

Healthcare 110

Healthcare Scripts Benchmark SaaS 110

Beyond Philosophy

DECEMBER 10, 2021

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. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics SaaS Accountability 273

PeopleMetrics

JANUARY 21, 2025

Example: A SaaS company notices its NPS drop. Should the company invest in faster shipping, improve inventory management, or both? The firm proactively reaches out, addressing concerns and retaining key accounts. AI analysis of detractor comments in real-time reveals recurring complaints about onboarding difficulties.

Metrics 118

Metrics Benchmark SaaS Analytics 118

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 98

Benchmark SaaS Metrics B2B 98

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Management 108

Management SaaS Surveys Feedback 108

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

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.

SaaS 98

SaaS Best practices Gamification Feedback 98

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

ConvergeOne

JULY 27, 2021

Identity + Access Management Foundations. The principle of least privilege should always be the foundation upon which identity and access management (IAM) is set. IAM lets the organization manage the access by which identity has access to what (Role) for which resource (Job Requirement). Users bypassing enterprise IAM accounts.

Management 105

Management Government SaaS Accountability 105

CustomerSuccessBox

MARCH 18, 2020

In a world where work from home is fast becoming the norm, Customer Success Managers have always faced this dilemma – to travel or not to travel to meet their customers. For accounts where weekly or even monthly calls don’t make sense, quarterly business reviews (QBRs) can be a great way to maintain the customer relationship.

Management 115

Management SaaS Upselling Accountability 115

ClientSuccess

SEPTEMBER 7, 2022

In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship. How can SaaS companies use Average Session Duration .

SaaS 89

SaaS Metrics Analytics Accountability 89

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. Enter the Sales Manager.

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

Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? So if you’re looking for answers on how best to manage customer renewals, then read on! So, which renewal ownership model is best for your organization?

SaaS 71

SaaS Upselling Accountability Sales 71

AWS Machine Learning

JANUARY 24, 2025

Generative AI scoping framework Start by understanding where your generative AI application fits within the spectrum of managed vs. custom. To mitigate these risks, implement best practices like multi-factor authentication (MFA), rate limiting, secure session management, automatic session timeouts, and regular token rotation.

APIs 117

APIs Scripts Best practices Management 117

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

ChurnZero

NOVEMBER 18, 2021

To truly engage your customer-students, they must take ownership of their learning and be held accountable to its pursuance. But in the SaaS world – where users rely on technology to make their life easier – if users have to fight to understand the tools that were purchased to help them, they can quickly lose faith in them.

Education 98

Education SaaS Real estate Self service 98

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. It’s not necessarily doing all of the onboarding but putting a lot of the strategy and the metrics and the resources behind how we actually manage customers from onboarding to renewal and beyond.

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? Document management.

SaaS 71

SaaS CRM Advertising Analytics 71

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

JUNE 1, 2022

“When I was a CMO of a company, I had all these incredible tools to manage my prospects. Then one day, my span of control changed, and [my company] said why don’t you also manage the CSMs. The CSMs were managing 150 accounts each and all they had was Salesforce, their email, and a phone. This was 15 years ago.

SaaS 98

SaaS Marketing B2C Metrics 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. Having a clear understanding of the team structure and who the direct manager will be.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ShepHyken

JUNE 10, 2016

Having no previous hands-on experience in managing a customer service team whatsoever, in particular we weren’t sure what kind of mindset or culture we should have for our company in order to interact with the customers the best way possible. These include accountability, honesty, integrity and respect for others.

Best practices 204

Best practices Customer Service SaaS Education 204

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. Popular CSM Compensation Plans.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

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

AWS Machine Learning

NOVEMBER 21, 2024

SageMaker Ground Truth provides annotators with a web portal to access their labeling jobs and manages the overall annotation workflow. Add team members using their email addresses—they will receive instructions to set up their accounts. The following diagram illustrates the solution architecture.

APIs 102

APIs Feedback Telecommunications Management 102

ClientSuccess

SEPTEMBER 28, 2020

Customer success is a unique department within a SaaS organization. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.

SaaS 105

SaaS industry standards Benchmark Accountability 105

ClientSuccess

NOVEMBER 24, 2020

While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Customer success will go from an important part of the SaaS industry to one of the most critical parts of the industry.

SaaS 113

SaaS Finance Metrics CRM 113

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. That information is captured in an Account Plan which is a different exercise and tool altogether. . Linda Hale, HR Manager (East).

Management 98

Management Chief Customer Officer Upselling SaaS 98

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. The latter may include managers, procurement officers, CEOs, investors, and others.

SaaS 113

SaaS Journey mapping B2B Upselling 113

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