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?

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. 3. Base + VariablePlan.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

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

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. How Can Customer Education Benefit Your Business?

Education 52

Education Upselling SaaS Self service 52

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. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? The full interviews are used for customer case studies, but then they also categorize the best quotes by topic. Or manually look up active accounts and reach out individually. Here’s the comparison: Control.

Marketing 109

Marketing SaaS Sales Surveys 109

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

Outsource Consultants

MARCH 18, 2025

These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs. A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year. Another often-overlooked expense is the cost of quality assurance.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

CustomerSuccessBox

JULY 2, 2019

Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow.

SaaS 66

SaaS B2B Education Metrics 66

ClientSuccess

SEPTEMBER 8, 2020

When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. This last factor – resource allocation – can make or break a customer success team’s large account management process.

Accountability 52

Accountability Management SaaS Journey mapping 52

ChurnZero

OCTOBER 8, 2024

Customer success teams are critical to the health of SaaS organizations. Three of the 2024 Customer Success Leadership Study’s key findings suggest not. Download a full copy of the 2024 CS Leadership Study, presented by ChurnZero, SaaStr, 6sense, Gong, Success Venture Partners, and Customer Success Meetup, here. Just 21% so far.

SaaS 59

SaaS Surveys Metrics Sales 59

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Celebrate (and Capitalize) on Success With Case Studies. As your customer base expands, it’s helpful to develop a system of qualifications for determining case study candidates.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. In many cases, a small number of B2B clients account for a large percentage of a company’s revenue, leading to a need for multiple engagement models for effective relationship management. Why Take B2B Customer Experience Seriously?

B2B 114

B2B Customer Experience B2C SaaS 114

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.

SaaS 98

SaaS Metrics B2B Enterprise 98

Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Customer Success and Account Management Serve Different Purposes. The main purpose of an Account Manager is twofold. In general, Account Managers are in a sort of “standby” position.

Accountability 59

Accountability Management Upselling Sales 59

ChurnZero

MARCH 20, 2023

We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai. said account management; 17.7% said account management; and 4.5%

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

MARCH 20, 2023

We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai. said account management; 17.7% said account management; and 4.5%

Accountability 52

Accountability Sales Management SaaS 52

ProProfs Blog

OCTOBER 25, 2021

While most studies advise not sending out surveys on Weekends, Experian’s research shows the opposite. Convertful carried out a similar study in 2019 , which showed that the best time for emails in the professional services industry, e-commerce, and Saas is 10 a.m, Source: Experian Information Solutions. respectively.

Surveys 148

Surveys Feedback SaaS Accountability 148

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. How to crush SaaS customer onboarding: a roundup of expert advice.

SaaS 98

SaaS Customer retention Surveys Consulting 98

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

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. Looping in Customer Experience.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

CSM Magazine

FEBRUARY 19, 2025

Whether youre a retail business, SaaS provider, or e-commerce company, selecting the right tools is critical to providing a seamless multilingual support experience for your customers. Multilingual customer service needs to account for variations in tone, formality, and local contexts.

Customer Service 52

Customer Service CRM APIs SaaS 52

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 52

Benchmark SaaS Metrics B2B 52

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. product usage (does the account have above 80% account utilization with high feature usage?), Always advocate for how to incent the team for bringing customer references, case studies, and advocates to the table.”.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. The SaaS Debate: Who Owns the Renewal and Upsell? 31 st Fastest Growing SaaS Company on SaaS Mag’s list.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Nicereply

NOVEMBER 30, 2021

A study by Marketing Metrics revealed that businesses have a 20-40% chance of winning back a lost customer, as compared to a 5-20% chance of converting a prospect into a new customer. The same study claims that win-back campaigns generate an average $485K for small businesses. Is it worth winning back lost customers at all?

Surveys 104

Surveys B2C Benchmark Accountability 104

CustomerSuccessBox

MAY 17, 2021

Although the Global SaaS industry suffers from a 30% churn rate and at the same time there are companies who are hitting 130% MRR. Configuring 360-degree account health. So actually you automated one and monitored the other so that you can trigger the right human intervention for the right accounts at the right moment.

Customer retention 52

Customer retention SaaS Accountability 52

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

ChurnZero

DECEMBER 14, 2022

The entries we received were outstanding, exemplifying the power of CS as a revenue-driving growth engine for SaaS and subscription businesses, and the potential of Customer Success software to fuel standout results. Boosting account renewals and expansions using data and automation. Adoption Hero: Cision.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

ClientSuccess

DECEMBER 23, 2019

Customer sentiment and satisfaction with the different touch points and engagements with a vendor is called the Customer Experience , aka CX, and it’s one of the main pillars of customer success for any SaaS organization. Here are three considerations to take into account to help improve your digital CX: 1.

Customer Experience 78

Customer Experience SaaS Chatbots Accountability 78

Kayako

MARCH 21, 2022

One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. A strategy based on five fundamental vectors is vital for the highly competitive fields of telecom, health care, SaaS, eCommerce, and more. Business experts and study data say “yes.” Is it worth it?

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

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. Case Studies.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Amity

DECEMBER 18, 2017

In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. This means that your client is not just yours alone but may be very busy talking to reps from other SaaS companies. For instance, a new office and team expansion give you an opportunity to grow the account.

SaaS 87

SaaS industry standards Accountability Feedback 87

CustomerSuccessBox

SEPTEMBER 4, 2019

A Customer Success Manager’s role differs on the basis of a high/low touch base model and the size of the accounts – small, medium and enterprise. If your company has a platform to understand the health of the account, then your life is sorted. The Accounts/Finance to raise invoices or confirm if the payment has been made.

SaaS 78

SaaS Accountability Best practices Finance 78

ChurnZero

DECEMBER 27, 2022

5/ 2022 Customer Success leadership study. Based on a detailed survey of more than 1,000 CS leaders, this is the most comprehensive study of the evolving CS landscape to date. Success Centers remove the friction from customer interactions and cultivate better transparency, accountability, collaboration, and trust.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

CustomerSuccessBox

AUGUST 1, 2019

Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Positive confidence tags : If the customer is driving a case study with you, if they have referred anyone, etc. You can also watch our webinar on how to configure the perfect customer health score for your B2B SaaS.

SaaS 74

SaaS B2B Accountability Metrics 74

ClientSuccess

DECEMBER 23, 2019

Customer sentiment and satisfaction with the different touch points and engagements with a vendor is called the Customer Experience , aka CX, and it’s one of the main pillars of customer success for any SaaS organization. Here are three considerations to take into account to help improve your digital CX: 1.

Customer Experience 69

Customer Experience SaaS Chatbots Accountability 69