Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking. Strategy 2: Customer Benchmarking using Best-Practices Studies. I’ve written more about this link in a recent post.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

CSM Practice

MAY 16, 2020

At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric.

Best practices 52

Best practices SaaS Customer centricity Finance 52

Callminer

OCTOBER 11, 2018

If you give your operators clear guidelines to solve commonly occurring problems things will run more smoothly, wait time will be cut down, and best of all, your customers will be very pleased. . Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Ben M Roberts @Roberts_Ben_M. Reuben Kats @grab_results.

Call Center 561

Call Center Metrics Contact Center Wait times 561

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. Examples include: Search engine queries and ads. Social media posts.

SaaS 110

SaaS Journey mapping B2B Feedback 110

delighted

DECEMBER 3, 2021

Centralizing : Pandium released a State of Product Integrations study at SaaS 1000 , which found that, of the 1k SaaS companies evaluated, most companies had over 15 different platform connections (ex. These platforms allow you to connect various SaaS platforms with a few clicks of a button – no engineering assistance needed!

Surveys 97

Surveys APIs SaaS Engineering 97

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. B2Bs in the SaaS space today strive for agile growth. The Bare Basics. Super-charging Customer Acquisition.

Advertising 98

Advertising SaaS B2C Best practices 98

Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. So if you’re a smart, curious SaaS developer who wants to work with the best, we want to talk with you.

SaaS 52

SaaS Customer centricity Analytics Education 52

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 105

Government APIs Enterprise Best practices 105

ChurnZero

JANUARY 3, 2023

If a customer churns after one year—especially in B2B SaaS—that means the company spent time, energy, and money serving that customer only to lose money on them. Share best practices that lead to continuous improvement. It also underscores the importance of CS as a growth engine for your company. Your result?

Sales 98

Sales Engineering Best practices Government 98

Amity

APRIL 25, 2016

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. He believe cloud computing enables SaaS which enables affordable and improved services for people.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Nicereply

AUGUST 11, 2020

Implementation Engineer. An implementation engineer is the point of contact for your new customers looking to make the most out of your product. Implementation engineering would be a robust role for you. Technical knowledge of whatever frameworks your product uses if you work in SaaS. What you’ll need to know.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

Totango

MARCH 24, 2022

More than 60 customer success executives from various organizations, including Dynatrace, GitHub, Waystar, ActiveCampaign, HPE, Extreme Networks, Radware, Varicent and more, gathered at this exclusive destination to share best practices and strategies, connect with like-minded industry leaders and engage with subject matter experts.

Engineering 95

Engineering SaaS Best practices Enterprise 95

AWS Machine Learning

MARCH 11, 2024

These challenges led to the decision to create a new cloud-native system that can scale with increased demand and consists of serverless and software as a service (SaaS) components that externalize much of the domain-specific functionality to allow for easier operations and faster time-to-market for changes.

Personalization 103

Personalization Engineering APIs Advertising 103

Totango

JANUARY 22, 2024

Most expect to see CS emerging as a growth engine. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies. We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024.

Enterprise 97

Enterprise SaaS Engineering Technical Support 97

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

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 95

Contact Center Engineering Calibration Coaching 95

AWS Machine Learning

NOVEMBER 22, 2023

Hear best practices for using unstructured (video, image, PDF), semi-structured (Parquet), and table-formatted (Iceberg) data for training, fine-tuning, checkpointing, and prompt engineering. Additionally, SaaS providers need scalable and cost-effective ways to serve hundreds of models to their customers.

Engineering 118

Engineering Best practices APIs Government 118

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. I firmly believe that customer-led growth will continue to be the predominant growth engine for businesses in the future. Bold statement?

Sales 97

Sales Metrics Accountability Benchmark 97

CustomerSuccessBox

SEPTEMBER 4, 2019

The Engineering / Solutions team to work on technical/integration challenges. The Marketing team for facilitating case studies, success stories, best practice docks, etc. Kritika Kishor is a Customer Success enthusiast, who loves making people successful in what they are trying to achieve with SaaS based platforms.

SaaS 78

SaaS Accountability Best practices Finance 78

AWS Machine Learning

JUNE 4, 2024

Terraform is an IaC tool that allows you to manage AWS resources, software as a service (SaaS) resources, datasets, and more, using declarative configuration. Tyler leads Terraform provider engineering at AWS and is a Core Contributor for Terraform. Terraform provides the benefits of automation, versioning, and repeatability.

Scripts 120

Scripts Accountability Engineering Best practices 120

Revation Systems

JULY 31, 2018

Thus, the best practice for simple SaaS applications is to use a router capable of identifying specific cloud services and route them directly over the internet. Sadly, this best practice contradicts most companies’ security policies. This kind of intelligence just doesn’t exist in hardware routers.

SaaS 54

SaaS Best practices Engineering Technology 54

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.

Self service 67

Self service B2B SaaS Gamification 67

ChurnZero

NOVEMBER 22, 2019

How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How to Close a Feedback Loop for an NPS Survey – Learn how to close your customer feedback loop and get the most from your NPS survey responses using these best practices. Customer Success Around the Web.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Amity

MAY 24, 2016

Even if you're an expert in best practices, you'll never be able to know what works best for your team or customers without experimenting and optimizing. “Customer success in a SaaS or subscription business is all about teamwork, coordination and collaboration. Sometimes, you'll encounter conflict.

SaaS 84

SaaS Engineering Finance Metrics 84

Eptica

JUNE 19, 2019

Regular training is also important because software applications – especially if they are SaaS systems such as Eptica – are being updated continually with new features and processes. They may even know that what they’re doing isn’t the best approach but simply don’t have the time or knowledge to change.

Customer Service 76

Customer Service Best practices Contact Center Consulting 76

Amity

MARCH 15, 2017

SaaS Tattler Issue 101: What's The Best Way to Handle Software Outages? There are some best practices you should learn now, while your software is up and running, to help you deal with those high-pressure, stressful situations when they happen. • SaaS Customer Success: Best Practices for Unplanned Outages.

SaaS 52

SaaS Best practices Scripts Chatbots 52

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. You’ll need to put in work to stay relevant.

B2C 0

B2C SaaS Accountability B2B 0

ChurnZero

JANUARY 26, 2021

They also provide an opportunity to bring in best practices. Policy decisions, aversion to change, uncoordinated resources and third-party systems are just a few of the examples of items outside of your direct control as a SaaS provider and a CSM. It’s easy to see why OKRs are a great “hook” for executive discussions.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. We moved into as-a-service—whether it’s software, content, food—then the pricing models follow, then the service models follow, and then the best practices follow. The lightning round.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. We moved into as-a-service—whether it’s software, content, food—then the pricing models follow, then the service models follow, and then the best practices follow. The lightning round.

SaaS 52

SaaS B2B Upselling Metrics 52

AWS Machine Learning

NOVEMBER 7, 2024

In the first part of the series, we showed how AI administrators can build a generative AI software as a service (SaaS) gateway to provide access to foundation models (FMs) on Amazon Bedrock to different lines of business (LOBs). They’re illustrated in the following figure.

Enterprise 96

Enterprise APIs Government Accountability 96

AWS Machine Learning

FEBRUARY 22, 2023

Boomi is an enterprise-level software as a service (SaaS) independent software vendor (ISV) that creates developer enablement tooling for software engineers. Boomi’s ML and data engineering teams needed the solution to be deployed quickly, in a repeatable and consistent way, at scale. Why SageMaker?

Engineering 70

Engineering Accountability APIs Government 70

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! .

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

AWS Machine Learning

DECEMBER 8, 2022

One of their products is ExaDeploy , an easy-to-use SaaS solution to serve ML workloads at scale. On some large batch ML workloads, ExaDeploy has reduced costs by over 85% without sacrificing on latency or accuracy, with integration time as low as one engineer-day. Nicholas Jiang, Software Engineer, Exafunction.

Engineering 67

Engineering APIs Metrics SaaS 67

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. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

CustomerSuccessBox

MAY 28, 2021

A Saas business which has already evolved itself to bring in a Customer Success Software integrating it with Subscription Management, Support, CRM and product usage data knows exactly- “What is the secret to Saas growth”. Learn the best practices for configuring Customer Health Score. INNOVATION 1: Health 360.

Technology 52

Technology SaaS Upselling Customer retention 52