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

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

Beyond Philosophy

DECEMBER 10, 2021

Then, once the teams are on that mission, their job is to watch out for employee safety, health, and well-being and ensure employees have the right tools to accomplish that mission. 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

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. This makes CS team accountability easier and 1:1s more productive to ensure the team is meeting customer and company-wide goals. . Optimize one-on-ones. Improve internal communication.

Accountability 99

Accountability SaaS Best practices Enterprise 99

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. Five Tools to Help with Contract Renewal Automation. What Is Contract Renewal?

Customer retention 100

Customer retention SaaS Best practices Upselling 100

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

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.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. 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.

Call Center 561

Call Center Metrics Contact Center Wait times 561

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?

SaaS 78

SaaS Best practices Upselling Journey mapping 78

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

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . That information is captured in an Account Plan which is a different exercise and tool altogether. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

JUNE 17, 2022

Ask yourself if the customer is using the tool in the way they intended when they purchased it? Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Is your customer using the tool in the way they intended to when they purchased it?

Metrics 98

Metrics SaaS Surveys Self service 98

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.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ChurnZero

JUNE 1, 2022

When I was a CMO of a company, I had all these incredible tools to manage my prospects. The CSMs were managing 150 accounts each and all they had was Salesforce, their email, and a phone. That was really a flaw in the way we thought about managing our customers and managing our SaaS businesses.”. Episode highlights.

SaaS 98

SaaS Marketing B2C Metrics 98

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

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

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

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

AWS Machine Learning

FEBRUARY 1, 2024

Full stack generative AI Although a lot of the excitement around generative AI focuses on the models, a complete solution involves people, skills, and tools from several domains. 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 135

Best practices Engineering SaaS APIs 135

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. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 122

B2B Journey mapping SaaS Upselling 122

ConvergeOne

JULY 27, 2021

Typically, with cloud-native solutions carried by Cloud Service Providers (CSPs), there is a vast range of services and tool sets to use for most solutions. Excessive privileges (admin accounts, too many). Morphed/zombie accounts (former employees). Morphed/zombie accounts (former employees). SaaS accounts zombie.

Management 105

Management Government SaaS Accountability 105

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. For example, you can use automated monitoring of client accounts to track user adoption rates.

Customer retention 106

Customer retention Upselling CRM SaaS 106

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is.

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! How AI helps SaaS companies connect with customers in the moments that matter most.

SaaS 52

SaaS Multichannel Upselling Education 52

PeopleMetrics

JANUARY 21, 2025

Example: A SaaS company notices its NPS drop. Predicting Loyalty Changes While NPS is a lagging metric, AI turns it into a predictive tool by combining it with behavioral data. The firm proactively reaches out, addressing concerns and retaining key accounts. These decisions require a strategic, human perspective.

Metrics 118

Metrics Benchmark Analytics SaaS 118

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?

SaaS 52

SaaS Enterprise Sales Best practices 52

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. But rather than trying to do that, how about you measure customer success using customer support tool metrics to understand their thought process better. 8: Average Revenue Per Account. #9: 8: Average Revenue Per Account. #9:

Metrics 142

Metrics Customer retention SaaS Surveys 142

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 Is a QBR? What Makes a Great QBR?

SaaS 113

SaaS Technical Support Benchmark Accountability 113

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.

B2B 114

B2B Customer Experience B2C SaaS 114

PeopleMetrics

FEBRUARY 25, 2021

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. Sign up for more PeopleMetrics LIVE! sessions: [link]. sessions: [link].

Management 108

Management SaaS Surveys Feedback 108

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. I just want you to know I’m probably going to replace you all with another tool,” the customer said. The CSM didn’t panic because she knew exactly what to do next.

SaaS 98

SaaS Accountability Personalization Sales 98

Totango

OCTOBER 11, 2021

One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Continuous Onboarding.

Education 102

Education SaaS Accountability Enterprise 102

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

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.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

JustCall

NOVEMBER 8, 2023

SaaS Labs is one of Deloitte’s Technology Fast 500 companies in North America – for the second time in a row. Notably, SaaS Labs achieved a 631% percent growth during this period. In today’s workplace, professionals require more than just segregated tools and workflows that add to complexity.

SaaS 52

SaaS Technology Telecommunications Customer centricity 52