ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

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Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. The Customer Success leader perspective: how to encourage the adoption of Customer Success software.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Sometimes, it’s nice to talk with other Customer Success Professionals.

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Chief Customer Officer Customer retention SaaS Best practices 56

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Is this dashboard for a specific customer? Let’s set that threshold.

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Metrics SaaS Surveys Self service 52

ChurnZero

DECEMBER 2, 2021

“I’ll talk to Customer Success leaders and they’ll say things like ‘I’ve got a new CEO and I need to find out what they think about Customer Success.’ Many are slower growing and focused on driving business profitability, which you see more and more as the SaaS market matures. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. Of course, he was ten years ahead of the curve.

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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. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. Of course, he was ten years ahead of the curve.

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SaaS B2B Upselling Metrics 52

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. Kissmetrics is a SaaS company-focused blog allowing you to optimize your marketing based on metrics.

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Accountability Management SaaS Chief Customer Officer 45

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. One of the most common questions in SaaS is “What’s a good NRR?”. NRR is both your friend and your “friend.”

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Benchmark Metrics Chief Customer Officer SaaS 97

Amity

MAY 27, 2014

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. Best regards, From a SaaS in need of saving! What should I be looking for?

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SaaS Chief Customer Officer Sales Management 48

ChurnZero

AUGUST 21, 2020

Equipping your CSM team with things like configurable in-product guidance can often solve customer requests while freeing your product and development teams to introduce more innovative new products. Naomi Aiken , Customer Success Team Lead, ChurnZero. There will be a renewed focus on new customer onboarding.

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Chief Customer Officer SaaS Sales B2B 84

ChurnZero

DECEMBER 27, 2019

2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . Overall SaaS Category Winner in 2019 APPEALIE Awards . Tech 100 Company and our Chief Customer Officer, Abby Hammer, was named a Tech 100 Executive by NVTC . Moxie Award Finalist in the Software Category .

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Chief Customer Officer SaaS B2B Best practices 64

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies?

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SaaS Customer centricity Chief Customer Officer Sales 53

Netomi

JANUARY 5, 2022

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Our favorite content from Kate : How To Successfully Add RPA To Customer Service Operations. Leslie O’Flahavan.

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ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

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Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

OCTOBER 6, 2023

We might be biased, but the CS industry has some of the most uplifting, passionate, supportive, curious, smart, and driven people out there in SaaS today. Arguing for the motion were Kathy Isaac , vice president of customer success at Carbide , and Allastair Meffen , vice president of customer experience at Definitive Healthcare.

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Chief Customer Officer SaaS Healthcare Marketing 52

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Ultimate Guide to SaaS Customer Success Metrics.

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Management Chief Customer Officer Best practices Consulting 70

ChurnZero

MAY 20, 2021

Of course, you want every new hire to be a hero, but replicating the star-like quality of your founding team is not only hard, but unrealistic. If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it. Don’t lose the customer along the way.

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Chief Customer Officer Journey mapping Accountability Customer advocacy 90

ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

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Management Upselling Customer retention Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

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Management Upselling Customer retention Chief Customer Officer 52

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. Amity: You were a pioneer in the Customer Success – how did you break ground?

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies?

SaaS 40

SaaS Customer centricity Chief Customer Officer Sales 40

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Reinventing the Customer Experience.

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Customer Service Gamification Consulting Consulting 78

Kayako

FEBRUARY 13, 2019

Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Are you still onboarding every user/customer with a web-call? The trick is to not map out the customer journey the way you WANT it to look but to understand the reality of the situation. If so, why?

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Chief Customer Officer Metrics Education SaaS 49

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. Final thoughts The fact that Customer Success software (finally!) visibility into Net Revenue Retention (NRR).

CRM 52

CRM Chief Customer Officer SaaS Morale 52

ChurnZero

OCTOBER 25, 2019

And then one of the other things you can do is say well, let me share with you what I see happen with most customers when they go through and implement software and you tell me if this fits your organization. How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Customer Success operations planning.

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Chief Customer Officer SaaS Customer advocacy Sales 49

SmartKarrot

JANUARY 5, 2022

Irit is also the Chief Customer Officer & CEO at CSM Practice. She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space. Dave is the Founding Director at Customer Success Leaders Institute and the CEO of TheCustomer.Co

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Chief Customer Officer Coaching SaaS B2B 23

Vistio

MAY 28, 2022

It was a B2B SaaS company serving the healthcare space. And this was another start B2B SaaS company in healthcare, that seems to be my wheelhouse these days, and I led implementation, support and customer success for that organization. And of course the chat and all the different channels. I was employee number 10.

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Customer Experience Contact Center SaaS Technology 52

SmartKarrot

NOVEMBER 11, 2020

The customer success space primarily strives on building optimal, long-lasting relationships over the course of time. In such a case, it is of high pertinence that they come up with a customer success org structure. It is a given that your customer’s success is your success. Reporting to a Chief Customer Officer.

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Chief Customer Officer B2B Accountability SaaS 12

SmartKarrot

JUNE 10, 2020

Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. This is one of the most followed blogs on Customer Success. 4 Chief Customer Officer Council.

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Chief Customer Officer Coaching SaaS Customer centricity 10

SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Chief Customer Officer 2.0: Have a look at the top 10 customer success blogs.

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SaaS Chief Customer Officer Benchmark Customer retention 10

SmartKarrot

OCTOBER 7, 2020

If you are running a SaaS organization and haven’t started your customer success program yet, then the best time to do it is now. Customer success is becoming the backbone of any SaaS organization. There is a lot of learning and experiments going around in customer success. 2 Identify Customer’s Goals.

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SaaS Chief Customer Officer Metrics Customer centricity 10

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

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Chief Customer Officer Customer centricity Contact Center Technical Support 64

Netomi

APRIL 7, 2023

.” As Head of Consumer Client Services for Consumer & Small Business at Bank of America, Holly is dedicated to monitoring and improving customer experience across email, social media, the BAC mobile app, the phone, and, of course, in person. “We He asked the head of customer service at the time how long phone wait times were.

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Customer Service Airlines Customer centricity Banking 52