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. What Is the Best Compensation Plan for CSMs?

SaaS 126

SaaS Metrics Accountability Customer centricity 126

ChurnZero

JULY 19, 2022

SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. Use this guide on how to improve free trial-to-paid conversions to help you increase your SaaS free trial conversion rate. How to calculate your SaaS free trial conversion rate. Help free trial users succeed.

SaaS 52

SaaS Feedback Personalization Upselling 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ClientSuccess

JUNE 27, 2018

This could mean fun, casual blog posts with plenty of memes and visual aides, or a new case study that features an amazing success story. eBooks: Ultimate Guide to SaaS Customer Success Metrics. The post 6 Customer Engagement Best Practices During the Summer “OOO” Season appeared first on ClientSuccess.

Best practices 40

Best practices Entertainment SaaS Surveys 40

CustomerSuccessBox

SEPTEMBER 4, 2019

The Marketing team for facilitating case studies, success stories, best practice docks, etc. The essence of SaaS applications are that they’re DIY (do it yourself) and meant to be implemented by the business users; hence the initial training is crucial. The post Attention CSMs : How to carpe your diem!

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SaaS Accountability Best practices Finance 78

CustomerSuccessBox

JUNE 8, 2022

Customer Success is steadily gaining importance globally and is the first line of defense for most SaaS firms. Professionals connect, network, learn and share the best practices during these customer success events. Whether it is to boost conversions, reduce churn or drive retention, Customer Success is at the forefront always.

SaaS 52

SaaS Best practices Personalization Customer Experience 52

LiveChat

JANUARY 3, 2019

The first post on our list is the LiveChat case study about the long way to reach 100k unique views on our blog. Shopify customer service – best practices to implement in your business. Another case study on my list comes from Mateusz, LiveChat Marketplace Specialist and my office neighbor.

Chatbots 59

Chatbots B2B SaaS B2C 59

CSM Practice

MARCH 13, 2020

As beneficial as they can be, the exit of a champion is one of the most common reasons for churn in SaaS companies for many reasons. At the early stages, you can improve your client’s loyalty to your solution through testimonials, case studies, “aha” moments, and a differentiated customer benefit. About CSM Practice.

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SaaS Best practices Enterprise Accountability 82

Amity

MAY 25, 2016

Also, the opportunity to be a part of a SaaS company really allowed me to progress, get new opportunities, and create new skillsets which has led me to this stage now, leading this team. Considering we are a SaaS organization and where we wanted to take those two customer-facing teams, we knew it was the right thing to do, and it has been.

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Best practices Metrics Sales SaaS 90

CustomerSuccessBox

AUGUST 23, 2021

This 4 day conference brings together leaders from product management, creative SaaS marketing and startup founders. Customer Success talent acquisition and talent management best practices. Amongst the topics of discussion, the audience will also learn the relevance of customer success when growing a SaaS company.

SaaS 52

SaaS Education Best practices Marketing 52

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Case Studies. Consideration.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Totango

JULY 24, 2020

The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. The following best practices will let you prime your customers for expansion and then help them make the leap to a better way of working. Show Value Quickly.

B2B 62

B2B Best practices Enterprise Upselling 62

AskNicely

FEBRUARY 21, 2018

As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. There’s a lot to consider, so for in-depth considerations and best practices contact a legal professional. A Super Brief Primer on the GDPR.

Feedback 60

Feedback Banking SaaS Education 60

ChurnZero

AUGUST 2, 2019

With statistics like this , it’s not surprising that a strategy once reserved for food courts has spread to other industries ; SaaS is no exception. For SaaS based businesses, initial product usage has a major impact on long term Customer Success. Now That You Know .

SaaS 58

SaaS Accountability Sales Personalization 58

Education Services Group

SEPTEMBER 29, 2020

Case studies. Without the involvement of Customer Success, sales will likely be resorting to the same select few case studies you’ve been using for years. It’s worth noting that case studies will often highlight new use cases for your product or service that you may not have otherwise known.

Sales 52

Sales Benchmark B2B SaaS 52

inSided

SEPTEMBER 22, 2022

We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. Here are the five most common reasons we’re seeing and hearing from prospects and customers in B2B SaaS. Resources become scarce, increasing the need to scale the ones you have.

Education 59

Education SaaS Accountability Best practices 59

CustomerSuccessBox

APRIL 9, 2021

Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business. And then build a process around those best practices to make it a scalable function rather than a one-time thing. Integrations.

Customer retention 52

Customer retention B2B SaaS Accountability 52

ClientSuccess

APRIL 20, 2017

The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. Product wants to speak with a customer about a feature, Marketing wants to do a case study, and so on. The First CSM at Marketo.

SaaS 40

SaaS B2B Best practices Engineering 40

Amity

JANUARY 20, 2016

In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. When I co-founded my first SaaS company in the early 2000’s, we treated customer success and customer service as one and the same. Uberflip: a Case Study in Scaling Customer Success. Hire Early.

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SaaS Accountability Customer advocacy Upselling 48

CSM Practice

FEBRUARY 24, 2020

Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. About CSM Practice. 6. Net Promoter Score (NPS).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Because team members are all working toward the same goals, a shared team KPI system will support the standardization of best practices and foster a sense of clarity and camaraderie.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Amity

JANUARY 13, 2016

In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact. A Guide of SaaS Companies. In this article, Benjamin Brandall provides a guide to the importance of Customer Success for SaaS companies. • What Does "Customer Success" Mean for SaaS Startups.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

CustomerSuccessBox

DECEMBER 27, 2021

TTV is one of the least valued metrics in SaaS. Some SaaS businesses take time to show the value of their offering to customers. Best Practices for early TTV. Provide guides and case studies that will help customers understand how to make the most of your product’s features. Types of Time To Value.

Metrics 52

Metrics SaaS Best practices Customer retention 52

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Link: [link].

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Customer centricity SaaS Big data Accountability 52

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase! It has to be a consistent effort so that the customer gets regular value.

Upselling 52

Upselling SaaS B2B Metrics 52

ClientSuccess

JANUARY 24, 2019

Customer Handoff Best Practices. To ensure the best possible handoffs for your customers and your internal team, take some of the following best practices in mind: 1. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Don’t wait til the roles transition has past or the CSM leaves your org.

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Journey mapping Best practices Accountability Sales 46

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. I recognized that in SaaS you had to have a more pervasive accountability to the customer.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Education Services Group

JUNE 12, 2018

A Director at a successful SaaS company recently approached me about the role of marketing in customer success. As Robert shared, “…The proven low hanging fruit of Customer Marketing tactics: Newsletters, Case Studies, Blog Posts, Videos (educational – how to use), Meet-ups.

Marketing 53

Marketing Education SaaS Sales 53

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers Are the Best Advocates. Accelerate Onboarding. Establish, Track, and Celebrate Goals.

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Customer advocacy B2B Enterprise Feedback 62

CustomerSuccessBox

JULY 19, 2022

Successful SaaS companies grow in two ways: by acquiring new customers and by retaining existing customers (i.e., There is no structured repository to consolidate, manage, and access best practices. In contrast, a framework covers all the best practices & fundamentals that should be present in all B2B SaaS businesses.

Upselling 52

Upselling SaaS Best practices B2B 52

CSM Practice

FEBRUARY 20, 2020

An Advanced Analytics Case Study. A case study involving one of our clients at CSM Practice revealed the true determinants of customer account expansion: 1. This case study goes to show the power of data-based decisions making over mere guesswork based on sentiment. About CSM Practice.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

aircall

JUNE 7, 2021

We’ll also share an abbreviated case study on how Aircall developed its own commission plans for our sales team. The annual turnover rate in B2B SaaS sales averages around 34%. Sales Commission Structure Best Practices . It has to evolve with your business so reflects your growth strategy and business goals. .

Sales 62

Sales Finance Accountability Best practices 62

Education Services Group

MAY 11, 2018

One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals. vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

SmartKarrot

JUNE 16, 2020

A list of Top 8 SaaS Account Management Best Practices to help you grow your existing accounts and increase revenue. #1 Top-8-SaaS-Account-Management-Best-Practices Download. The post Top 8 SaaS Account Management Best Practices appeared first on SmartKarrot l Comprehensive Customer Success.

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Best practices SaaS Accountability Management 10

CSM Practice

FEBRUARY 24, 2020

Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. About CSM Practice. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. About CSM Practice. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ChurnZero

DECEMBER 20, 2019

SaaS companies at all stages will continue to increase investment in Revenue and CS Ops to drive the alignment that’s critical for maximizing customer lifetime value. Like any SaaS platform, you get out of it what you put in. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

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Chief Customer Officer Sales SaaS Customer centricity 61