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.

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SaaS Chief Customer Officer Sales Metrics 93

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

CustomerSuccessBox

SEPTEMBER 7, 2021

So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 t then uses and generates smart recommendations, the next best action for CSM for every account to unlock LTV that is otherwise at Risk. #8 via GIPHY. #1

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Journey mapping Engineering SaaS Upselling 96

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

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SaaS Finance Metrics Upselling 74

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Here are 12 predictions and trends your team can take advantage of now to make a big impact this year. In 2023, many SaaS companies will focus on navigating a potential economic slowdown.

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Chief Customer Officer Sales SaaS Customer centricity 98

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. SaaS Churn Analysis Benefits. A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn by: Highlighting current strengths and weaknesses in products and processes.

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SaaS Enterprise Customer retention Metrics 77

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

ChurnZero

JUNE 17, 2022

Evaluate if the customer is trending in that direction. Identify emerging trends to better refine your onboarding journey and remove bottlenecks. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Onboarding needs its own health score.

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Metrics SaaS Surveys Self service 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.

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SaaS Finance Metrics CRM 113

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. Staying current with industry trends and emerging technologies.

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SaaS Upselling Enterprise industry standards 52

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.

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SaaS B2C B2B Metrics 72

CSM Practice

FEBRUARY 15, 2021

In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. It also sought to understand the major trends of customer health scores. This blog will discuss takeaways and trends in customer success about one of the most popular tools – the customer health score.

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Surveys SaaS Benchmark Upselling 64

ChurnZero

JUNE 1, 2022

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.”. The post What it takes to succeed in a new SaaS market with ChurnZero CEO You Mon Tsang appeared first on ChurnZero.

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SaaS Marketing B2C Metrics 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

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively.

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Education Upselling SaaS Self service 52

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

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Best practices SaaS Accountability B2B 89

Outsource Consultants

MARCH 18, 2025

The convergence of these trends presents a powerful opportunity: businesses can optimize CX on a limited budget by leveraging outsourced service providers augmented with AI innovations. Ongoing training programs keep agents updated on product knowledge, customer service techniques, and the latest industry trends.

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Call Center outsourcing First call resolution Average Handle Time 67

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.

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Accountability Management SaaS Journey mapping 52

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Account Management teams build relationships and align the value their products can bring with the customer’s goals.

Accountability 67

Accountability Management Upselling SaaS 67

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.

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SaaS Calibration Enterprise Customer retention 65

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

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. Markus Linder. markuslinder.

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Contact Center Call Center Average Handle Time Real estate 334

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

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

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.

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SaaS Customer retention Accountability Feedback 88

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

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SaaS Metrics Accountability industry standards 59

ClientSuccess

FEBRUARY 1, 2021

After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. Can we use this platform to manage customers throughout their entire account relationship? And finally, transparency.

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Accountability SaaS Education CRM 104

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

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. Let’s look specifically at how SaaS software can help sync your sales and support teams so they work together in perfect harmony.

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SaaS Sales Coaching APIs 62

ChurnZero

MARCH 20, 2023

said account management; 17.7% Account management teams claimed the difference. Even so, most SaaS companies clearly rely on their Customer Success managers as revenue drivers. Larger companies tend to have these functions owned by sales, account management, or a dedicated renewals team.” said Customer Success; 19.2%

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Accountability Sales Management SaaS 52

ChurnZero

MARCH 20, 2023

said account management; 17.7% Account management teams claimed the difference. Even so, most SaaS companies clearly rely on their Customer Success managers as revenue drivers. Larger companies tend to have these functions owned by sales, account management, or a dedicated renewals team.” said Customer Success; 19.2%

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Accountability Sales Management SaaS 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Product Usage – is the account above 80% license utilization with high usage across all features? The same holds true for our vendors. Bolster Benefits With Blogs, Resources, and Newsletters.

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SaaS Marketing Upselling Chief Customer Officer 64

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

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.

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SaaS Marketing B2B Metrics 52

CustomerSuccessBox

AUGUST 10, 2021

At every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. Any changes in the market, like trends and customer usage, may also require revisiting the customer health score. Some Customer Health Score Trends.

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Customer advocacy Customer retention Benchmark Surveys 52

Nicereply

AUGUST 20, 2020

Gitlab’s success teams and leadership focus solely on succeeding in their role, while the operations team monitors trends and executes value-add projects. However, in today’s subscription-based SaaS community, these aren’t the only functions that need to be running at full speed. Google Podcasts.

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