ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Irit Eizips here from CSM Practice, the customer success strategy consulting firm. The post How to set baseline SaaS onboarding metrics appeared first on ChurnZero.

Metrics 98

Metrics SaaS Surveys Self service 98

Amity

APRIL 25, 2016

Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Alex Turnbull.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ChurnZero

FEBRUARY 9, 2021

This course can be taken on its own as an introduction to the topic, or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Level: Intermediate.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Gain Grow Retain is a free, open community for Customer Success leaders in B2B SaaS organizations.

Best practices 98

Best practices SaaS B2B Consulting 98

Totango

MARCH 8, 2022

Providing a forum to share CS strategies, tips, and best practices. Nine Best Customer Success Communities in 2022. As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. It also seeks to stimulate discussion of best practices.

Best practices 122

Best practices SaaS B2B Marketing 122

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 81

SaaS Best practices industry standards Consulting 81

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Coach to SaaS founders, Chief instigator at DanMartell.com. And they did.

Sales 129

Sales SaaS CRM B2B 129

ChurnZero

DECEMBER 9, 2020

With their consulting expertise they have a lot of advice to offer on how to improve metrics and accomplish your ultimate goal of reducing churn and increased retention. CSM Practice Blog. Recommended Read: 5 SaaS Onboarding Best Practices to Ensure Your Customers’ Success. Tri Tuns Blog. SuccessCOACHING Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. What Is Contract Renewal? In-App Promotions.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

Inbenta

SEPTEMBER 29, 2021

Read on to discover eight best practices. Make sure your support staff have access to a list of support services, such as accounts, and software knowledge, so they can consult these without ending or prolonging the call. The post 8 Best Practices to Boost Your First Contact Resolution Rate appeared first on Inbenta.

Best practices 59

Best practices Interactive Voice Response First call resolution voip 59

Taylor Reach Group

APRIL 9, 2019

” They are thinking and assuming that this consultant has finally lost touch with reality. Recently there has arrived on the scene an alternative to a traditional assessment or audit and that is a SaaS (Software as a Service) offering which allows you to assess or audit your own center.

Contact Center 126

Contact Center Call Center Consulting Consulting 126

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It means one train can hide another.

SaaS 98

SaaS Benchmark Metrics Consulting 98

CSM Practice

DECEMBER 7, 2020

Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Members of the CSM Practice Advisory Board are some of the most respected thought leaders in the field of customer success. About CSM Practice.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Callminer

MAY 11, 2020

While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. David is a Customer Service Manager with 8 years’ experience in managing a team of 10+ in the SaaS industry. AhmedAl65888881.

Management 273

Management Customer Experience Customer Service Coaching 273

ClientSuccess

FEBRUARY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Consulting 50

Consulting Consulting Best practices SaaS 50

ChurnZero

MAY 3, 2022

2: CSM Practice. A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

JANUARY 10, 2025

You dont have to live in a futuristic time warp to know that customers (yes, even B2B and SaaS customers) are more and more online, working when and how it works for them, and they want (and sometimes need) to engage with your products and your company in that same flexible, at-their-fingertips kind of way.

B2B 52

B2B Journey mapping Metrics Enterprise 52

CustomerSuccessBox

SEPTEMBER 20, 2021

CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. Role of Customer Success Manager in a SaaS Company. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author.

SaaS 64

SaaS Customer centricity B2B Best practices 64

AWS Machine Learning

NOVEMBER 21, 2024

This setup follows AWS best practices for least-privilege access, making sure CloudFront can only access the specific UI files needed for the annotation interface. Prior to AWS, he worked in SaaS , Fintech and Telecommunications industry in services leadership role. documentation. When implementing additional Wavesurfer.js

APIs 86

APIs Feedback Telecommunications Management 86

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Your checklist serves as a reference document that your customer success team and customers can consult.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. We wanted to recognize those leaders who are helping Customer Success make a name for itself in SaaS by proving its purpose and potential. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

DECEMBER 29, 2020

In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. The SaaS Debate: Who Owns the Renewal and Upsell? Customers don’t value your word, which as consultants, is how you effect change to drive success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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

AWS Machine Learning

OCTOBER 2, 2024

Because this is an emerging area, best practices, practical guidance, and design patterns are difficult to find in an easily consumable basis. This integration makes sure enterprises can take advantage of the full power of generative AI while adhering to best practices in operational excellence.

Government 115

Government APIs Enterprise Best practices 115

COPC

SEPTEMBER 30, 2022

RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. WINTER PARK, Fla., 26, 2022—  COPC Inc. As a leader in the contact center industry, COPC Inc. About COPC Inc.

Calibration 62

Calibration Best practices Benchmark Quality management 62

Totango

JANUARY 22, 2024

These use cases free up time spent on tasks like pre-calls or sifting through customer data, empowering customer success managers (CSMs) to focus on more strategic initiatives and consultative customer guidance. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

Totango

JULY 17, 2024

Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base. .” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement?

Sales 100

Sales Metrics Accountability Benchmark 100

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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. 3 New Customer Onboarding Best Practices: [link].

SaaS 88

SaaS Customer retention Accountability Feedback 88

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!

SaaS 78

SaaS Accountability Best practices Finance 78

Eptica

JUNE 19, 2019

Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Author: Anne-Merete Jensen - Senior Business Consultant Customer service and customer experience need to be constantly improving in order to meet rising customer expectations.

Customer Service 76

Customer Service Best practices Contact Center Consulting 76

Amity

NOVEMBER 28, 2018

Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. I started my career at SAP as product support, and then went on to be a consultant. When we first launched our SaaS model, our user persona was defined as a system administrator. Two things.

Coaching 106

Coaching SaaS Metrics Accountability 106

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Prior to Alida, Jason led the customer success and consulting services teams at BMC Software, CA Technologies and Protiviti. Follow Mahesh on LinkedIn. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. The best way to gain this information is through customer engagement. This can assist your onboarding process by giving you resources that new users can turn to and consult for self-service.

Enterprise 110

Enterprise Customer Support SaaS Sales 110

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

NOVEMBER 22, 2019

Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. She has also held numerous Interim ‘Head of Customer Success’ roles.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17