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.

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SaaS Upselling Metrics Journey mapping 103

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

JUNE 24, 2022

With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. What does this mean for B2B SaaS businesses? It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

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Benchmark SaaS Metrics B2B 98

Callminer

OCTOBER 11, 2018

Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. Nate specializes in digital marketing as well as data curation and protection. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Nate Masterson @MapleHolistics.

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Call Center Metrics Contact Center Wait times 561

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. We landed on a theme that made sense: a neighborhood.

SaaS 98

SaaS Best practices Gamification Feedback 98

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 .

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SaaS Metrics Analytics Accountability 89

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. What’s Next For Customer Success? So, there’s just this big disparity in pay. It’s about onboarding.

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SaaS Chief Customer Officer Sales Metrics 93

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.

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SaaS Customer Service Customer Support Best practices 83

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

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SaaS Upselling Accountability Sales 71

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.,

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SaaS Metrics Surveys Enterprise 98

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

delighted

JUNE 29, 2021

Simply put, product/market fit is the ability of a product to satisfy the needs of a good market. The failure of a product to understand consumers and the external factors that affect their decisions is a failure to find the right product/market fit. An example of missed product/market fit. Now comes product development.

Marketing 95

Marketing SaaS Metrics Transportation 95

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?

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SaaS Best practices Upselling Journey mapping 78

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.

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Upselling SaaS Sales Accountability 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? Marketing and sales.

SaaS 71

SaaS CRM Advertising Analytics 71

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? The Account Executive (AE) that closed the initial – new logo – sale continues to collaborate with the CSM throughout the relationship and owns any expansion opportunities and the renewal.

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SaaS Upselling Accountability Sales 71

ChurnZero

FEBRUARY 14, 2023

Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. 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. Learn from three SaaS CEOs.

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SaaS Metrics Customer retention Construction 94

Nicereply

DECEMBER 17, 2024

SaaS companies accomplish this in a multitude of ways, from providing excellent customer service to ensuring their product meets user needs. One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). Product Usability SaaS platforms often involve intricate features and workflows.

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Customer effort SaaS Benchmark Surveys 52

ShepHyken

JUNE 10, 2016

Talking about customer service, these hotel management companies, general managers and marketing directors are improving guest relationships by taking advantage of the shift happening with customer service. These include accountability, honesty, integrity and respect for others. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

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. If so, what are the main changes that you’ve seen in the market towards onboarding? What this is showing is a group of all of the accounts in onboarding. Irit: Hi everyone.

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Metrics SaaS Surveys Self service 98

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. What is the average Customer Success Manager Salary?

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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. 3. Base + VariablePlan.

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SaaS Metrics Accountability Customer centricity 126

ClientSuccess

JANUARY 25, 2021

This is all to say that while working closely with sales departments comes naturally to most CSMs, bringing in other departments – such as marketing – can sometimes leave both customers and internal teams wanting more. Why is customer marketing important? Actionable ways to bridge the gap between customer success and marketing.

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Customer retention Marketing SaaS Accountability 81

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. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Customer service. Customer success.

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B2B Journey mapping SaaS Upselling 122

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.

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SaaS Engineering Sales Accountability 83

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.

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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.

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SaaS Finance Metrics CRM 113

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

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.

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SaaS Benchmark B2B Surveys 52

PeopleMetrics

JANUARY 31, 2025

B2B: AI Helps Uncover Relationship Risks Before They Become Churn B2B relationships are high-touch and high-stakeslosing one major account could have a massive impact. Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys.

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B2C B2B Airlines Surveys 98

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

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

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. Then, we’ll review how the freemium model has emerged as the optimal way to introduce prospects to SaaS products.

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SaaS Journey mapping Best practices Customer advocacy 99

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. Reducing marketing costs. Why Do Customers Churn?

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SaaS Customer retention Accountability Feedback 88

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. However, launching a SaaS company can be risky. However, too high a ratio could indicate that you need to boost your marketing budget.

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SaaS Metrics Advertising Upselling 52

ProProfs Blog

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. Just in case they aren’t satisfied, they can opt for any of your competitors in the market. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 8: Average Revenue Per Account. #9: So, buckle up.

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Metrics Customer retention SaaS Surveys 142

JustCall

NOVEMBER 27, 2022

Predictions and Challenges in lead Scoring for SaaS Enterprises. In 2022, the SaaS space’s annual growth rate is expected to surpass 17%. Surveys show that SaaS is viewed as the most important technology to help achieve business goals. Clearly, the future looks bright for SaaS companies. What is SaaS Lead Scoring?

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SaaS Enterprise Sales Best practices 52