ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. You can watch all the on-demand sessions from the conference now.) Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Top Three In-Person Conferences for Customer Success Professionals to Attend in 2021. SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

Amity

FEBRUARY 18, 2014

In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Four Gears Model for B2B SaaS. This new requirement to focus on customer outcomes is forcing B2B SaaS vendors to adopt new strategies, tactics and operations.

B2B 48

B2B SaaS Customer advocacy Metrics 48

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. Read the complete guide: How to crush SaaS customer onboarding 3.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. Why are we doing a Customer Success conference ? One of the most common question to ChurnZero is : when are you going to have a conference? How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. 6 Customer Success Health Scoring Metrics. Hot Topic—Customer Health Scoring.

Metrics 53

Metrics SaaS Customer advocacy Accountability 53

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.”

SaaS 95

SaaS B2B Customer retention Sales 95

ChurnZero

OCTOBER 31, 2023

He was tasked with getting a SaaS implementation that was eight months behind back on schedule. The 11 stumbling blocks of SaaS implementations This might sound like a heck of a way to start a new job, yet its also not uncommon, particularly among startups. The customer was understandably unhappy.

SaaS 52

SaaS Sales Metrics Benchmark 52

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics SaaS Best practices Accountability 41

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.

Best practices 130

Best practices Engineering SaaS APIs 130

CustomerSuccessBox

AUGUST 25, 2022

The SaaS space is ever-changing and growing. So, how does one keep up with the SaaS trends? Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. Suggested Read : Top 10 SaaS Conferences of 2022. Did you miss them? You’ve got nothing to worry about!

SaaS 52

SaaS Education Metrics Marketing 52

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. Communication can be via call, video conference or via email.

Best practices 40

Best practices Customer retention SaaS Metrics 40

Amity

FEBRUARY 2, 2016

The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

SaaS 80

SaaS Education Customer retention Sales 80

Momentum Telecom

MARCH 30, 2020

Take, for example, Momentum Mobility or Momentum Collaborate for larger conference calls and video meetings. More than just simply tracking the number of inbound and outbound calls, a SaaS call reporting tool like Momentum Voice Analytics lets you view a broad spectrum of metrics. But it’s not efficient in the long run.

Abandon Call 97

Abandon Call Morale Government Analytics 97

ClientSuccess

MAY 10, 2019

The CS100 Summit is the premier conference for customer success executives & SaaS leaders. Customer success leaders and SaaS executives come from all over the world to experience the magic of the CS100 Summit. Also, who gets to Zipline through the mountains at a customer success conference? The Circle.

SaaS 48

SaaS Metrics Technology Customer Experience 48

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. Managing your CRR confers several important benefits which can directly benefit your bottom line. For example, in the SaaS industry, 35% is a good retention rate.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Can you help me get that metric? That’s No. How do I do this?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Can you help me get that metric? That’s No. How do I do this?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

FEBRUARY 15, 2019

It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model.

SaaS 53

SaaS Benchmark B2B Metrics 53

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. Track the right metrics. To successfully deal with all these activities you are also going to need a reliable system of metrics for tracking customer retention. Repeat Purchase Metrics. Customer Churn Rate.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. Colin is an accomplished keynote conference speaker who can inspire organizations to focus on their Customers. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Then be sure to register for BIG RYG , ChurnZero’s upcoming virtual conference built for current and future leaders in Customer Success. . . Customer Success Around the Web.

SaaS 59

SaaS Metrics Best practices Customer retention 59

Amity

APRIL 24, 2017

We have weekly meetings which we call Customer Priority Refresher (CPR), where we go over a standard agenda, including key metrics. What metrics do you watch closely? There are so many metrics you can look at in Customer Success. The one metric that all SaaS companies look at is churn, and we look at that religiously.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

delighted

MARCH 15, 2019

Constant monitoring of your customer experience metrics will let you know whether the changes you’re making are moving the needle. For B2B and SaaS companies, the account owner who makes the purchase decision can likely provide different feedback from the everyday users who are in and out of your platform on a daily basis.

Surveys 75

Surveys Benchmark B2B Feedback 75

aircall

SEPTEMBER 15, 2021

Taking courses, attending conferences and events, and networking are all great strategies, but heading to the stacks is one of the easiest ways you can boost your sales knowledge. The most comprehensive and practical breakdown of the moving parts that make up a SaaS sales organisation. The Sales Acceleration Formula, Mark Roberge.

Sales 62

Sales SaaS Best practices Metrics 62

Education Services Group

DECEMBER 21, 2021

One of the most intimidating things about being new to Customer Success, at least for me, was learning the metrics that are typically used when measuring success in a SaaS business. But these metrics can be taught and learned just like many of the metrics used in education. Teacher Term: Parent/Teacher Conferences.

Journey mapping 52

Journey mapping Education Metrics SaaS 52

ClientSuccess

MAY 7, 2019

It’s speakers present techniques, strategies, models, metrics, and real-world applications around customer success. The CS100 Summit is the premier customer success conference that brings together top executives, leaders, and innovators in customer success. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Metrics 45

Metrics SaaS Best practices Customer Experience 45

CrazyCall

APRIL 9, 2019

Startup Sales Bootcamp is the largest program of it’s kind in New York that teaches people how to effectively sell complex SaaS products. Elinor Stutz a sales guru and inspirational speaker at conferences. As for now, Juliana’s Crispo sales school has 2,000+ students from 128 companies like Google, Salesforce and LinkedIn.

Sales 133

Sales Consulting Consulting Coaching 133

CustomerSuccessBox

DECEMBER 3, 2021

Customer conferences, conference travel (if applicable), leadership meetings (both internal to CS and broader) As leaders, you should be thinking about how productivity and quality can be improved in a way that contributes to the growth and, at the appropriate time in the growth cycle, profitability. Show quantitative data.

Metrics 52

Metrics B2B Accountability SaaS 52

ClientSuccess

NOVEMBER 26, 2018

If your team is heading to a conference or tradeshow, invite your customers personally to accompany your team and share their story, either at a booth or in a session, to really help share their success with others. eBooks: Ultimate Guide to SaaS Customer Success Metrics. How is your team currently handling customer success?

Marketing 56

Marketing Upselling SaaS Customer retention 56

ChurnZero

DECEMBER 16, 2022

You can get people in a conference room together for two hours and map out a simple thing. AM” stands for activity metrics or adoption metrics. Then also looking at the performance metrics or the “PM” metrics. You can start very small. Let’s test it and try to iterate and experiment.

Metrics 98

Metrics Journey mapping Sales Accountability 98

Pointillist

JUNE 15, 2018

Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. In subscription-based industries such as telecom or Software as Service (SaaS), retention is about preservation and preventing the loss, rather than focusing on the growth of the customer.

Customer retention 110

Customer retention Analytics Airlines SaaS 110

ChurnZero

DECEMBER 28, 2021

Too heavy of a focus on either metric has serious consequences for your business. Learn the nuances between these north-star metrics, the implications of their use on your team and business, and our recommendations on how to maximize their impact. We were lucky enough to hold two amazing Customer Success conferences.

Finance 52

Finance SaaS Accountability Scripts 52

aircall

NOVEMBER 4, 2016

Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. This allows for specified routing of calls, and boosts first call resolution, a crucial metric of customer satisfaction. The right provider will keep their SaaS model up to date and proactively provide you with the tools you need.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

ChurnZero

AUGUST 30, 2019

Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. Video] All of Your SaaS Questions Answered. Rules have changed in #saas Respect your customer. saas #saastrscale #scaleups. saastrscale.

SaaS 40

SaaS Customer centricity Sales Metrics 40

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. How will you identify clients experiencing this problem and what can you do to help them?

Upselling 52

Upselling Calibration Engineering Big data 52

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Build a Holistic Customer Health Metric.

Chief Customer Officer 49

Chief Customer Officer Metrics Education SaaS 49