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. Ambassadors are recognized with a badge and custom profile picture.

SaaS 98

SaaS Gamification Best practices Feedback 98

Totango

FEBRUARY 7, 2019

You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. Understand your customer’s journey.

Best practices 82

Best practices SaaS Customer retention Upselling 82

ChurnZero

APRIL 11, 2025

By regularly asking these questions and keeping your team accountable, your onboarding process will grow alongside your customers. You may already know whats not working, but struggle to build in processes to evaluate and adjust your existing onboarding strategy. Is your onboarding process a framework or a free-for-all?

Metrics 86

Metrics Benchmark Feedback SaaS 86

Totango

APRIL 24, 2020

Rather, customer retention for SaaS enterprises is a result of the customer experience. The continued growth of the SaaS model, led by the multi-billion-dollar successes of B2B giants Microsoft and Salesforce , reflects a more responsive relationship between customer investment and ROI. 6 SaaS Customer Retention Best Practices.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

AWS Machine Learning

NOVEMBER 21, 2024

The path to creating effective AI models for audio and video generation presents several distinct challenges. The pre-annotation Lambda function can process the input manifest file before data is presented to annotators, enabling any necessary formatting or modifications. On the SageMaker console, choose Labeling workforces.

APIs 104

APIs Feedback Telecommunications Management 104

AWS Machine Learning

APRIL 10, 2025

Approach and base model overview In this section, we discuss the differences between a fine-tuning and RAG approach, present common use cases for each approach, and provide an overview of the base model used for experiments.

APIs 128

APIs Metrics Best practices Construction 128

ChurnZero

JUNE 17, 2022

Compare your customer’s time in app against customers in similar onboarding journeys (past and present). 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.

Metrics 98

Metrics SaaS Surveys Self service 98

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

SaaS 71

SaaS industry standards Upselling Education 71

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. Here is the API spec provided between the XML tags.

SaaS 91

SaaS APIs Construction Accountability 91

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

AWS Machine Learning

MARCH 3, 2025

The device further processes this response, including text-to-speech (TTS) conversion for voice agents, before presenting it to the user. Prerequisites To run this demo, complete the following prerequisites: Create an AWS account , if you dont already have one. He serves as a technical advisor to startups building on AWS.

APIs 89

APIs Benchmark Metrics Healthcare 89

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. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

AWS Machine Learning

JANUARY 24, 2025

RAG data store The Retrieval Augmented Generation (RAG) data store delivers up-to-date, precise, and access-controlled knowledge from various data sources such as data warehouses, databases, and other software as a service (SaaS) applications through data connectors. This approach addresses the risk of LLM05:2025 Improper Output Handling.

APIs 120

APIs Scripts Best practices Management 120

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 72

SaaS B2C B2B Metrics 72

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? In fact, one of Joanna Wiebe’s most successful headline copy tests came out of a result of taking exact wording from a customer’s testimonial: she was able to increase conversions by 103% for one of her SaaS clients.

Marketing 109

Marketing SaaS Sales Surveys 109

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. The bottom line

Accountability 52

Accountability SaaS Upselling Best practices 52

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 113

SaaS Technical Support Benchmark Accountability 113

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). Who is an Account Manager? An account manager is, usually, the single point of contact between the company and the customer. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52

CSM Practice

MAY 13, 2020

SaaS companies also need to shift their focus to customer success and operationalize customer-centricity. ? Get Updates about your Customer. SaaS businesses must also be prepared to make quick changes to their offering in favor of customer needs as we navigate these uncertain times.

Best practices 128

Best practices SaaS Customer centricity Finance 128

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It means one train can hide another.

SaaS 98

SaaS Benchmark Metrics Consulting 98

ChurnZero

JUNE 2, 2023

A Customer Success Manager at a Series-B stage SaaS company had just learned a key contact—their customer champion—was moving on to a new role. Regardless of why it happens, the unmanaged key account change is the single greatest leading predictor of churn. If that sounds scary—and it should—there’s an upside too.

SaaS 98

SaaS Accountability Personalization Sales 98

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. Step 2: Map the Top 10 Reasons with Accounts.

SaaS 88

SaaS Customer retention Accountability Feedback 88

ProProfs Blog

AUGUST 19, 2020

So how do you possibly take your service policies out of presentation slides and build your business culture around them? Amerisleep, the luxury mattress company, presents the right example of an honest retail customer service policy. However, it did miss the shot in executing them to reality. A big ‘ Business Sin ’ indeed. .

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

AWS Machine Learning

FEBRUARY 1, 2024

The data sources may be PDF documents on a file system, data from a software as a service (SaaS) system like a CRM tool, or data from an existing wiki or knowledge base. The level of parallelism you can achieve may be limited by the source system, so you need to account for throttling and use backoff techniques.

Best practices 138

Best practices Engineering SaaS Accountability 138

Amity

SEPTEMBER 19, 2016

So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. During this final round, I always ask for a presentation to be conducted (it’s only a small portion of the final interview, but very important and what I will focus on for this step). Things are going really well.

Management 0

Management Construction Upselling SaaS 0

Amity

APRIL 25, 2016

Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. He believe cloud computing enables SaaS which enables affordable and improved services for people.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. Let’s walk through this guide to know more about upselling strategies that you need for your B2B SaaS business. Why are B2B SaaS upselling strategies important? But, is that as easy as it sounds?

Upselling 52

Upselling B2B SaaS Feedback 52

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Bill Dettering. This is even more critical for BPOs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

MARCH 12, 2021

Here are five must-have SaaS (Service as a Software) tools for teams working from home. #1: It’s a fantastic SaaS tool with a visual interface that allows for real-time updates on business activity. Trello works with most document formats and other add-ons like InVision Freehand, used for interactive planning and presentation design.

SaaS 52

SaaS Scripts Enterprise Accountability 52

CustomerSuccessBox

MARCH 18, 2020

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. Make sure all your meetings, business reviews are via video so that you are virtually present in the room and that makes a great substitute for not being able to travel.

Management 115

Management SaaS Upselling Accountability 115

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS.

SaaS 45

SaaS Benchmark Surveys Feedback 45

LiveChat

NOVEMBER 13, 2018

If you still wonder how to make a great customer success strategy , read the recent post – Customer Success Management in SaaS – LiveChat Team Strategy. Having experience in customer support or account management is nice to have and will make the work easier. Typical tasks of a customer success manager in SaaS.

SaaS 54

SaaS Management Feedback Customer Support 54

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

Amity

SEPTEMBER 25, 2017

I started early on in a blue-collar, manufacturing background doing account management and account services. I then lived in Mexico for a year and did some account management there, which I continued to do when I returned to Michigan. We’ve managed to do so successfully but it always presents a real challenge.

B2C 0

B2C SaaS B2B Accountability 0