ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. How to Get More Value From Your Customer Success Lead – CSMs can drive immediate improvement for you and your business, clients just need to observe these best practices to reap the rewards.

Customer retention 95

Customer retention Best practices B2B SaaS 95

inSided

OCTOBER 2, 2019

That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) Traditionally in B2B SaaS companies, speaking to your customers involved webinars, meet-ups and in-person events. at the forefront of your overall business goals. What’s more?

Self service 67

Self service B2B SaaS Gamification 67

ClientSuccess

MARCH 8, 2018

Check out our resources below for more customer success best practices and insights for how your organization can can ensure your product and customer success teams are fully synced: eBooks: Ultimate Guide to SaaS Customer Success Metrics. Customer Success as a Culture: Customer Success Leaders Edition.

Best practices 40

Best practices Feedback Upselling SaaS 40

ClientSuccess

OCTOBER 26, 2020

In today’s ever-changing corporate landscape, modern SaaS organizations are asked to be a lot of things: employee-centric, focused on new business, and profitable against goals – just to name a few. eBook: 3 Steps to Putting Your Customer First This Year. What does it mean to be ‘customer-centric’? Is your company customer-centric?

Customer centricity 71

Customer centricity SaaS Finance Best practices 71

ClientSuccess

JANUARY 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware. Company : Marketware. Key Takeaway.

Best practices 42

Best practices SaaS Coaching Sales 42

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

FEBRUARY 23, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. 3 Customer Success Best Practices that Drive Powerful Customer Experiences. Guest Blog Posts : Have a frontline CSM best practice you’d like to share?

Best practices 46

Best practices Customer Experience SaaS Metrics 46

ClientSuccess

JUNE 27, 2018

eBooks: Ultimate Guide to SaaS Customer Success Metrics. The post 6 Customer Engagement Best Practices During the Summer “OOO” Season appeared first on ClientSuccess. Customer Success as a Culture: Customer Success Leaders Edition. Blog Posts: Customer Success in the C-Suite—Aligning the Board and Exec Team.

Best practices 40

Best practices Entertainment SaaS Surveys 40

CrazyCall

AUGUST 8, 2019

That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. As with regard to SaaS start-ups, Steli Efti, CEO of Close.io The post TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK) appeared first on CrazyCall.

Call Center 52

Call Center Metrics Abandon rate Management 52

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. Modern SaaS CEOs understand the importance of a strong customer success department and presence. Getting your CEO involved in customer success.

SaaS 64

SaaS Metrics Best practices Feedback 64

ClientSuccess

JANUARY 26, 2022

Current customers are some of the most prominent advocates and marketing opportunities available for SaaS organizations. eBook: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Journey Toolkit. The post Anatomy of a Customer Case Study appeared first on ClientSuccess.

Upselling 75

Upselling SaaS Best practices Marketing 75

ClientSuccess

JANUARY 30, 2023

This will depend on the experience of your CSM, the stage of your SaaS business, etc. A best practice is to define each of the three factors in your organization clearly. The Volume of Customers Per CSM The third element to consider is the volume of customers each CSM can manage effectively.

Best practices 70

Best practices Accountability SaaS Enterprise 70

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. Modern SaaS customers have come to expect a certain level of service and attention from the vendors they work with. Delivering an optimal experience to customers.

SaaS 65

SaaS Metrics Accountability CRM 65

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

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Metrics Toolkit

Metrics 68

Metrics SaaS Accountability Best practices 68

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . A best practice is to take bits of both of these tactics and combine them. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics SaaS Feedback 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . A best practice is to take bits of both of these tactics and combine them. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics SaaS Feedback 64

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

SaaS 40

SaaS Finance Feedback Metrics 40

ChurnZero

DECEMBER 27, 2019

Learn these B2B customer survey best practices to generate meaningful customer insights that don’t feel random and haphazard. . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . Overall SaaS Category Winner in 2019 APPEALIE Awards . SIIA CoDiE Award Finalist .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ClientSuccess

DECEMBER 14, 2020

The customer success function has been thrust into the spotlight at many SaaS organizations, and the health and sentiment of customers is now a company-wide initiative for many teams. eBook: Customer Success Best Practices from 20+ Executives. Ready to learn more? Check out these resources: .

Accountability 65

Accountability SaaS Best practices Metrics 65

Help Scout

AUGUST 11, 2021

Ebooks around topics like compensation and management. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. HubSpot’s blog covers every subject that a SaaS business could ever be concerned about. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks.

Customer Service 82

Customer Service Coaching Education Best practices 82

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Blog Posts: 3 Ways to Elevate Customer Success in Your SaaS Business.

SaaS 75

SaaS Enterprise Feedback Surveys 75

Satrix Solutions

JUNE 10, 2020

And you’ll see an example of this later in our talk today when we offer up our free ebook. We’ve used this for a couple of our clients in various areas, including SaaS companies use this in a variety of ways to show adoption at different stages to gather feedback. This is great if you need to put it up in certain areas.

Surveys 78

Surveys Feedback SaaS B2B 78

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. Every day, SaaS organizations make announcements about new product features, issues, alerts, and platform ideas. The best CSMs take in all of this information with their customers in mind. How will this impact their current program?

Accountability 52

Accountability SaaS Upselling Best practices 52

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. If you’re considering the role yourself, check out our eBook, The Future CCO , for firsthand advice from industry leaders on what it takes to become a CCO. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ClientSuccess

FEBRUARY 8, 2023

Billing delinquency : unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with. Keeping track of your customer billing delinquency incidents ensures visibility and allows for quick action.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

DECEMBER 20, 2018

For the average SaaS-focused customer success teams, there are four main buckets of metrics to consider: financial metrics, customer health metrics, usage metrics, and team performance metrics. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Retention Rate/Customer Churn Rate.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

ClientSuccess

OCTOBER 26, 2020

As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. Was last quarter your best ever in terms of customer growth, reduced churn, and happy customers? To ensure existing customer revenue, establish Quarterly Business Reviews (QBRs) with your customer success teams.

SaaS 74

SaaS Coaching Metrics Sales 74

ClientSuccess

MAY 17, 2022

B2B Software & SaaS – 30. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. Digital Marketing – 57. Cloud & Hosting – 45. Technology – 39.

Benchmark 52

Benchmark B2B SaaS Metrics 52

ClientSuccess

JUNE 2, 2017

The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success. You can also download the eBook, The Ultimate Guide to Customer Success Metrics here. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

ClientSuccess

APRIL 13, 2021

At the most basic level, businesses partner with SaaS vendors to solve a problem. You can learn more about establishing CSMs as executive assets with these additional resources from ClientSuccess : Webinar: Do the Best CS Leaders Start as Front-Line CSMs? Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling SaaS Best practices Accountability 52

ClientSuccess

AUGUST 5, 2019

Most SaaS customers just want to get up and running on a platform as fast as possible and know how to use the product effectively enough to be successful. Questions about timelines and deadlines are incredibly common in SaaS onboarding because people are, in all honesty, impatient. eBook: How to Build and Scale a Customer Success Team.

SaaS 58

SaaS Accountability Best practices Personalization 58

ClientSuccess

JUNE 13, 2017

In the business of SaaS, churn, retention, and revenue are critical factors in measuring many other key aspects of business such as annual recurring revenue (ARR), monthly recurring revenue (MRR), and even projected growth rate. Two Part Series. Let’s get started: Calculation 1: Customer Retention Rate vs. Customer Churn Rate.

SaaS 43

SaaS Metrics Customer retention Upselling 43

ClientSuccess

JUNE 12, 2017

Today’s SaaS organizations commonly utilize a subscription business model, where customers pay a recurring fee to gain access to a certain software or cloud-based platform. For sophisticated SaaS organizations, deployment is a seamless transfer of data between an online host and the pre-built platform. Green Zone Status. Deployment.

SaaS 46

SaaS Metrics Best practices Benchmark 46

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling SaaS Accountability Metrics 52

ChurnZero

DECEMBER 28, 2018

Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. Download this eBook to learn best practices for closing out the year strong and getting set up for a successful new year. We hope you enjoy the blog posts on this list and that you start off the new year strong!

Best practices 49

Best practices Metrics SaaS Sales 49

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Here are three ways SaaS companies can address customer churn: 1.

SaaS 50

SaaS Journey mapping Benchmark Sales 50