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. for SaaS companies, compared to over 10% for paid advertising clicks. Growing a SaaS company?

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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? SaaS Customer Success Tool.

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ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

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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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Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

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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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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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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

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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.

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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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ChurnZero

FEBRUARY 14, 2023

SaaS professionals who 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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ClientSuccess

MARCH 2, 2021

For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. While Account Executives (AEs) have been managing customer accounts for many years now, the rise of the Customer Success Manager in the SaaS space has created some overlap – and confusion – between the two roles.

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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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CustomerSuccessBox

MARCH 10, 2022

Automation provides you the sixth instinct and an additional hand to create more productive engagements across all your accounts. In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Managing your customers and their success path as a SaaS company is a meticulous process.

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ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy. New resources, such as ebooks or upcoming trainings and webinars.

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ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing.

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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.

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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. She shared the anecdote on a recent webinar we hosted and below are some of the key points she discussed. Sometimes they are promoted or take on a new role elsewhere.

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ChurnZero

JUNE 1, 2022

If they attended a webinar, I knew for how long. […] It was incredible. 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.”. This was 15 years ago.

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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. You can also use it for webinars, while the screen sharing feature helps strengthen team cohesion , too.

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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. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

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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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Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies. It’s a way of thinking.

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Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. Read on for three key takeaways from this discussion, or listen to the no-holds-barred conversation by watching the full webinar on-demand.

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Kayako

FEBRUARY 4, 2016

They hand them off to sales, sales carefully handles the customer through their many segments and moves them into their first account. For SaaS companies, growth and reducing customer churn is vital for survival. Sign up for the webinar. Make sure you sign up to the webinar and find out how to never lose another customer.

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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.

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Education SaaS Real estate Self service 52

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Recurring revenue models have taken over the world.

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Education Services Group

JULY 21, 2022

So, we kept it at 13 partners globally, and right now, those 13 partners represent over 400 accounts globally. Watch the recording of this webinar to catch up on the full conversation! The post Webinar Q&A Recap: Partner Success: The New Frontier appeared first on ESG.

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ClientSuccess

FEBRUARY 20, 2019

ClientSuccess will host Julie Persofsky , Partner & Customer Success Advisor of Winning By Design , for this month’s customer success webinar series: How to Handle Churn as a Organization and Keep your Company Focused on Growth. The most successful SaaS companies are those that focus on growing customer revenue.

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ClientSuccess

APRIL 27, 2017

We took the results of this collaboration and created a webinar to help disseminate the results. Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics. We held the webinar on Tuesday, May 16, 2017, to go over the results. Request the recorded webinar here: The Ultimate Guide to Customer Success Metrics.

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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.

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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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ClientSuccess

JUNE 29, 2018

ClientSuccess hosted Lukas Quanstrom, CEO & Co-Founder, Ontic and 2017 Customer Success Innovator of the Year Finalist, for this month’s customer success webinar series: Churn Probability Score: How to Recognize Risks and Predict Customer Success. In this webinar you will learn: • What is a Churn Probability Score (CPS). •

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ChurnZero

OCTOBER 8, 2024

Customer success teams are critical to the health of SaaS organizations. Account management teams increased their ownership from 20% to 29% since 2022 (while sales ownership of expansions decreased from 33% to 24% in the same time period). The big picture is clear. Their top metrics are almost all revenue-driven. Just 21% so far.

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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.

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Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! You would never even imagine that a surgeon would do that, but that’s the way that we run our SaaS businesses. Watch the recording of this webinar to catch up on the full conversation!

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ChurnZero

JUNE 1, 2022

If they attended a webinar, I knew for how long. […] It was incredible. 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.”. This was 15 years ago.

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