CSM Practice

MAY 13, 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.

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Best practices SaaS Customer centricity Finance 128

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. Rowan Hanning @10Xfive.

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Call Center Metrics Contact Center Wait times 561

AWS Machine Learning

FEBRUARY 9, 2024

A software as a service (SaaS) layer for foundation models can provide a simple and consistent interface for end-users, while maintaining centralized governance of access and consumption. In this post, we show you how to build an internal SaaS layer to access foundation models with Amazon Bedrock in a multi-tenant (team) architecture.

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SaaS APIs Government Accountability 144

Totango

AUGUST 9, 2022

This article will give you six best practices for optimizing your B2B customer segmentation. Six Best Practices for B2B Customer Segmentation. Effective B2B customer segmentation depends on adhering to best practices. Let’s break down how to put each of these tactics into practice.

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Best practices B2B Journey mapping Upselling 106

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

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SaaS Journey mapping Upselling Best practices 117

Totango

OCTOBER 25, 2022

The tiers of a SaaS company’s customer success team structure may have a variety of roles. They also advocate for customers’ business goals and anticipate how to meet them and how they will change over time. How to Structure a Customer Success Team: Four Best Practices. Build Customer Loyalty.

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Best practices Chief Customer Officer Customer centricity Sales 101

Totango

SEPTEMBER 9, 2022

How to Make Your QBR Meeting Agenda Count. A quarterly business review (QBR) allows you to bring together your executives and your clients’ executives to assess the health of their business and your relationship, discuss their future goals and plans, and strategize how you can deliver more value to them. How to prepare for one.

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Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. How SaaS Enterprises Can Streamline New User Onboarding.

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Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

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ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Let’s talk about that because I have a lot of customers that ask me what are best practices for surveys.

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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.

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Best practices Metrics Enterprise Feedback 72

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Perfect health for a B2B SaaS account. Best practices for configuring a customer health score.

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Best practices SaaS Accountability B2B 89

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.

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SaaS Customer Service Customer Support Best practices 83

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies.

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Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. 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.

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SaaS Journey mapping B2B Upselling 113

JivoChat

JANUARY 15, 2023

In this article, I’ll show you six lead generation best practices that you can implement to help your business turn more leads into happy customers. A lead could be anyone who has asked a question about a product on your ecommerce site, to someone who signed up for a demo of your SaaS product. What is Lead Nurturing? In Summary.

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Best practices B2B Sales Multichannel 75

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news.

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SaaS Customer centricity Finance Best practices 98

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Embedded best practices.

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SaaS Best practices CRM Enterprise 94

Beyond Philosophy

DECEMBER 10, 2021

The book lays out some of the best practices for maintaining credibility for the Net Promoter System. Want to know more about how to do the same? Reichheld says the title reflects how the book is about living a purpose-driven life as an individual, team, and company. Buy his book!

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Airlines Metrics SaaS Accountability 273

Totango

AUGUST 18, 2021

A freemium onboarding email sequence is a series of emails sent automatically to new freemium users to provide an orientation to your SaaS product and your brand. It provides information about how to complete basic, essential tasks necessary to begin using your product, such as choosing passwords and setting up profiles.

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Best practices Benchmark SaaS Enterprise 117

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. How to Calculate your NPS?

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Surveys Feedback Metrics Customer retention 146

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. With so many tools at your disposal, it can be challenging to determine how to best leverage a Customer Success platform and hit the ground running. In the world of B2B SaaS, not all accounts can be treated the same way. Blog Author: Alex Weihmann.

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Best practices Upselling Accountability SaaS 72

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. Creating standard operating procedures based on best practices establishes a foundation for effective training. Follow best practices to create an effective renewal strategy. Optimize Your Renewal Process.

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Best practices Benchmark Education Surveys 102

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Best practices.

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SaaS Customer centricity Accountability Education 98

Totango

APRIL 16, 2019

You’ve won a new customer and helped them learn how to use your product or service. Once you learn how to increase product adoption rates, customers often become brand evangelists who tell their friends, family and social media contacts about your product. How to Measure Product Adoption Rates. Congratulations!

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Enterprise SaaS Social media contact Education 78

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

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SaaS Upselling Accountability Sales 71

Totango

JANUARY 31, 2019

Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. In order to do that, you need to use the right SaaS customer engagement metrics. SaaS Customer Engagement Begins with the Right Metrics.

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SaaS Metrics Accountability Education 79

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. He shares how organizations can identify and solve customer pain points. How to identify customer pain points?

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Advertising SaaS Multichannel Wait times 120

Amity

SEPTEMBER 19, 2016

So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. We will then have best practices and action items to share with them. Things are going really well. Your customers really seem to love you, and why wouldn’t they? Your product is awesome!

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CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

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SaaS Upselling Accountability Sales 71

AWS Machine Learning

FEBRUARY 1, 2024

The data sources may be PDF documents on a file system, data from a software as a service (SaaS) system like a CRM tool, or data from an existing wiki or knowledge base. There are three general types of vector databases: Dedicated SaaS options like Pinecone. Vector database features built into other services.

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Best practices Engineering SaaS APIs 135

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 strong sales team training program helps to build confidence in all sales team members to do their best work. What Is Sales Team Training?

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CSM Practice

DECEMBER 19, 2021

Best practices for building a CS tech stack. Answer the following questions and you’d naturally find the best practice that suits your business. . Usually, the SaaS business growth is categorized into 3 phases: . Show how the investment in CS has catapulted your business growth, in numbers.

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ShepHyken

SEPTEMBER 4, 2023

My Comment: In my last book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I mention that the most important measurement in business isn’t NPS, CSAT, or others related to customer satisfaction. Loyal and satisfied customers are more likely to recommend you to others and leave positive online reviews.

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Customer Service Customer retention SaaS Best practices 176

Totango

AUGUST 5, 2022

In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Using a client onboarding questionnaire offers numerous advantages, particularly for companies in the B2B SaaS industry. Why Create a Client Onboarding Questionnaire?

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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.

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SaaS Feedback Personalization Upselling 52

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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