ChurnZero

MAY 4, 2023

Companies operating in the SaaS space also stand to gain by borrowing a page from this playbook and striving to build a community online. Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success. We also added features that gave recognition to customers.

SaaS 98

SaaS Gamification Best practices Feedback 98

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.

Benchmark 98

Benchmark SaaS Metrics B2B 98

Totango

OCTOBER 23, 2020

By utilizing certain customer onboarding best practices in your enterprise, you can ensure that your clients successfully learn to use your product, see its value for their business, and start on the right path toward high lifetime value. 7 Customer Onboarding Best Practices to Set Clients Up for Success.

Best practices 72

Best practices Metrics Enterprise Feedback 72

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.

SaaS 83

SaaS Customer Service Best practices Customer Support 83

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. During onboarding, you can use your customer information to segment them into a group of others with closely shared attributes.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Create a Community for Sharing Best Practices.

SaaS 77

SaaS Best practices Enterprise Finance 77

Beyond Philosophy

DECEMBER 10, 2021

The book lays out some of the best practices for maintaining credibility for the Net Promoter System. For example, Software as a Service (SaaS) companies have a net revenue retention rate, a well-defined component that links to SaaS companies’ market valuations. Several industries use this metric already.

Airlines 273

Airlines Metrics SaaS Accountability 273

TechSee

JANUARY 25, 2023

link] Scott VerBracken, VP Automotive Services Scott began his career with AAA ACG (The Auto Club Group) in 2001. Rick has more than 15 years experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies. As a part of the field services community, you have many choices.

Automotive 41

Automotive Management Enterprise B2B 41

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” .

Best practices 72

Best practices Upselling Accountability SaaS 72

CSM Practice

JUNE 16, 2020

Businesses are getting ready to return to work in the physical workplace indicates that employers and employees are embracing the “new normal”, overcoming the fear of the COVID-19 pandemic and adapting to the new culture and best practice. The post “Return to Work” Best Practices amidst COVID-19 appeared first on CSM Practice.

Best practices 59

Best practices SaaS Surveys Accountability 59

TeamSupport

JUNE 28, 2019

Here are a few reasons why SaaS customer onboarding is seeing a surge in popularity and why it’s valuable to software companies: Good onboarding reduces customer churn – Simply put, providing an inadequate onboarding experience increases the chance that customers will leave your business. Your SaaS customer support team.

SaaS 68

SaaS Morale B2B Feedback 68

Totango

MARCH 8, 2022

Then, we’ll walk you through a list of nine of the best customer success communities you can join in 2022 and what each of them has to offer. A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. CS in Focus.

Best practices 122

Best practices SaaS B2B Marketing 122

Callminer

AUGUST 1, 2017

Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. Rerouting the calls to the Campaign B agent group improves efficiency. If all these points mentioned above are practiced, the contact center will have a great track record with their clients and agents alike.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. To answer this we created a checklist of seven design standards used across some of the best help centers and knowledge bases on websites.

SaaS 92

SaaS Self service Best practices Customer Support 92

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

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. What this is showing is a group of all of the accounts in onboarding. Irit: Let’s talk about that because I have a lot of customers that ask me what are best practices for surveys.

Metrics 98

Metrics SaaS Surveys Self service 98

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . A sales team is a group of people that work together toward the common goal of increasing sales. What Is Sales Team Training? Incorporate soft skills training.

Best practices 62

Best practices Sales Call Center Coaching 62

AWS Machine Learning

APRIL 10, 2025

In this post, we seek to address this growing need by offering clear, actionable guidelines and best practices on when to use each approach, helping you make informed decisions that align with your unique requirements and objectives.

APIs 93

APIs Metrics Best practices Construction 93

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. 5 Metrics that shape your SaaS customer support model. Use the right support metrics to lift your company’s SaaS model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

CustomerSuccessBox

MARCH 17, 2022

Read further to know in detail about the best practices that you should follow for building an effective Customer Journey Map. Pro tip : Customer Journey in SaaS. 7 Best Practices for an Effective Customer Journey Map. The post 7 Best practices for a Customer Journey Map! When and who does what?

Journey mapping 52

Journey mapping Best practices Construction Benchmark 52

AWS Machine Learning

MARCH 3, 2025

Create a security group or select an existing one. Configure the security groups inbound rules to allow traffic only from your clients IP address on port 8080. Cleanup In this post, we created Local Zones, subnets, security groups, and EC2 instances. Delete the security groups and subnets. Select your Local Zone subnet.

APIs 75

APIs Benchmark Metrics Healthcare 75

Totango

JUNE 26, 2020

By embracing the following customer retention best practices, you can guide your customers through the current business landscape and be poised to thrive on the other side. The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. Recovering from the Effects of COVID-19.

SaaS 98

SaaS Customer retention Best practices Telecommunications 98

CSM Magazine

MAY 19, 2022

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 The white paper, Keep Calm and Simplify – Contact centre best practices in the era of PCI DSS 4.0 , also looks at best practices and emerging technologies that will shape the payment security industry.

Best practices 52

Best practices Government SaaS Technology 52

ClientSuccess

OCTOBER 17, 2018

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. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. How has it helped you? ”.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 72

SaaS B2C B2B Metrics 72

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

SaaS 59

SaaS Metrics Accountability industry standards 59

JustCall

NOVEMBER 27, 2022

Predictions and Challenges in lead Scoring for SaaS Enterprises. In 2022, the SaaS space’s annual growth rate is expected to surpass 17%. Surveys show that SaaS is viewed as the most important technology to help achieve business goals. Clearly, the future looks bright for SaaS companies. What is SaaS Lead Scoring?

SaaS 52

SaaS Enterprise Sales Best practices 52

CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Using recommended processes and policies, CSM Practice’s customers significantly reduce the problem of churn, improve expansion selling, and accelerate new sales deals. About CSM Practice.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Totango

MARCH 24, 2022

Perfect size group, compelling conversations, product visions/strategies and continuous introductions. Katie Rich, Senior Director Products Experts Group, Totango. Carlos Quezada, Head of Customer Success and SaaS Operations, HPE. Evyatar Seri, Global Group Leader CS, Radware. Very well done!”. Amanda Kleha,CCO, Figma.

Engineering 98

Engineering SaaS Best practices Enterprise 98

Totango

APRIL 16, 2019

Think about the adoption habits of two groups of subscribers: new and existing customers. Customer success platforms incorporate adoption best practices and make it easier to implement your engagement strategies. Luckily, product adoption is defined by a set of measurable user behaviors.

Enterprise 78

Enterprise SaaS Social media contact Education 78

Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. He believe cloud computing enables SaaS which enables affordable and improved services for people.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. Answers range on a scale of 1-10, where 10 is best. Responses are grouped into three categories: promoters (answered 9 or 10), passives (answered 7 or 8) and detractors (answered 0 to 6). However, this isn’t scalable.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

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

DECEMBER 5, 2022

A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. Aim for a group of 10-12 customers that represent a variety of characteristics, including big names and lesser known influencers who are passionate about your product. What is a Customer Advisory Board (CAB)? Find customer champions.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

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.

Benchmark 52

Benchmark SaaS Metrics B2B 52

Taylor Reach Group

APRIL 9, 2019

Behind the questions and under The Taylor Reach Group, Inc, assessment model we examine and categorize the center against four categories of activity: People. This degree of specificity isn’t possible through benchmarking or best practices alone, but only when completed as a part of an overall assessment. Technology.

Contact Center 126

Contact Center Call Center Consulting Consulting 126