Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 81

SaaS Best practices industry standards Consulting 81

ChurnZero

OCTOBER 8, 2021

A vector is a quantity that has direction as well as magnitude, especially as determining the position of one pointing space relative to another.” – Lexico , Vector Definition. We have two customers, both are large enterprises signed up to use a given marketing SaaS product. A large number of opened accounts with the SaaS business. .

SaaS 98

SaaS Metrics B2B Enterprise 98

Callminer

MAY 11, 2020

My favorite definition of great customer experience is related to the quote, “People do not care how much you know until they know how much you care.” David is a Customer Service Manager with 8 years’ experience in managing a team of 10+ in the SaaS industry. Ahmed Ali is an Outreach Consultant at Centriq. “A EnglishBlinds.

Management 273

Management Customer Experience Customer Service Coaching 273

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 30, 2019

When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. Customer Success Financial Metrics. Revenue Churn Rate (Gross & Net). Quick Ratio.

SaaS 46

SaaS Metrics Upselling Customer retention 46

ChurnZero

JUNE 7, 2019

Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business. Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers. Today, we are going to be showcasing – Jason Conrad.

SaaS 73

SaaS B2B Consulting Consulting 73

CustomerSuccessBox

SEPTEMBER 20, 2021

CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. Role of Customer Success Manager in a SaaS Company. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Your checklist serves as a reference document that your customer success team and customers can consult.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 52

SaaS Metrics Accountability Technical Support 52

ChurnZero

JUNE 17, 2022

Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Bree: Definitely. Now, we definitely know contextually that we’ve got some people who are just finishing up a lot of implementations and waiting on the next sales cycle, maybe someone like Brian. Irit: Hi everyone.

Metrics 52

Metrics SaaS Surveys Self service 52

Satrix Solutions

AUGUST 25, 2020

It is dependent on building consultative partnerships with decision-makers with the goal of adding value to their business. As an example with SaaS products, you can establish triggers to alert on the best time to reach out to discuss expansion or upsell opportunities. How do you create a strong upselling strategy?

Upselling 78

Upselling SaaS Sales Consulting 78

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Advocacy Definition for Customer Success: [link].

SaaS 88

SaaS Customer retention Accountability Feedback 88

CustomerSuccessBox

SEPTEMBER 4, 2019

This is a definite game changer! Now, let me iterate some of the action items that are infrequent (not part of my daily routine), but definitely some of the most crucial parts of my work that take a sizeable chunk of my time and effort. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox.

SaaS 78

SaaS Accountability Best practices Finance 78

Fonolo

JUNE 13, 2023

I definitely advise you to put effort into getting this timing right! SaaS solutions (like Fonolo) allow good flexibility in this regard. Is there an easy-to-use interface so that these adjustments can be made without involving IT resources or calling in a consultant? How do prices scale as call volume goes up or down?

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Amity

JUNE 27, 2018

Since Customer Success is still new to the SaaS world, people within your company, even your CEO, don’t know much about it besides what they hear in passing. The definition of success relies on each individual customer and how they want to define success for themselves. Teaching Your Company About Customer Success.

Customer centricity 82

Customer centricity SaaS Education Best practices 82

CustomerSuccessBox

DECEMBER 4, 2019

Some additional contributing factors to this are the integration support from the vendor, consultation based on other successful implementations and complete transparency with regards to the execution steps of the project plan. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox. Problems at the door.

SaaS 59

SaaS Consulting Consulting Best practices 59

CustomerSuccessBox

JUNE 28, 2021

But, the year 2020 has seen a boom in the Customer Success space, as a lot of SaaS businesses are now identifying Customer Success as a strong business imperative. The Acquisition driven SaaS growth is dead and this era is all about retention-led growth. Check out the SaaS customer retention best practices to maximize renewals.

SaaS 52

SaaS B2C Customer retention Upselling 52

Amity

APRIL 19, 2017

Our Salesforce consultants worked as Success Managers for a small collection of our customers, serving as a key technical contact outside of the Account Executive. It helped me shape the definition of our five customer groups. When I first started at Internet Creations , I was given the luxury of a relative “blank canvas.”

Consulting 69

Consulting Consulting SaaS Accountability 69

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

SaaS 52

SaaS Upselling Education Customer retention 52

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? You’ve probably read your fair share of information online about Customer Success.

SaaS 66

SaaS Metrics Accountability Technical Support 66

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Download this eBook to learn how to crust your SaaS Customer Onboarding.

SaaS 52

SaaS Customer retention Surveys Consulting 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. Maybe you invite them to more training or offer a consultation. I had never heard the phrase before.

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. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. Maybe you invite them to more training or offer a consultation. I had never heard the phrase before.

SaaS 52

SaaS B2B Upselling Metrics 52

CSM Practice

JULY 29, 2020

With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this. It’s about being prescriptive, consulting, and advising your customers about what would be beneficial and helpful to them. How can CSM Practice Help!

Customer retention 59

Customer retention Finance SaaS Consulting 59

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

CSM Practice

MARCH 13, 2020

As beneficial as they can be, the exit of a champion is one of the most common reasons for churn in SaaS companies for many reasons. As a longtime user of your SaaS, the departing executive can also be an advocate for your solution in their new company. Advocacy: Definition for Customer Success: [link]. How Low Can You Go?!

SaaS 82

SaaS Best practices Enterprise Accountability 82

Nicereply

OCTOBER 17, 2019

If you’ve got a business, you’re definitely trying to stand out from the crowd, doing everything you can, and more, investing in technology that can sometimes exhaust your budget and putting lots of effort into brainstorming sessions with your teams, in hopes of coming up with something cutting-edge and all around great. In conclusion.

Surveys 71

Surveys Marketing CRM Engineering 71

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHAT is SaaS Customer Success? You’ve probably read your fair share of information online about customer success. C ulture & Leadership.

SaaS 54

SaaS Metrics Accountability Technical Support 54

Comm100

SEPTEMBER 22, 2016

Designer and consultant, Matt Watkinson, will teach you how to make changes and improvements to your customers’ experience through his casual and engaging writing style. Jill Griffin, an internationally published author and business consultant, has written the bible on customer service loyalty programs with this book.

Customer Service 88

Customer Service Gamification Consulting Consulting 88

CSM Practice

FEBRUARY 24, 2020

Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income. Revenue gained from set-up fees, consultancy services, credit adjustments, or non-recurring add-ons should be excluded when calculating ARR. Advocacy: Definition for Customer Success: [link].

Metrics 52

Metrics SaaS Upselling Accountability 52

CSM Practice

JULY 29, 2020

With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this. It’s about being prescriptive, consulting, and advising your customers about what would be beneficial and helpful to them. How can CSM Practice Help!

Customer retention 52

Customer retention Finance SaaS Consulting 52

CSM Practice

JULY 29, 2020

With the current situation that we’re all experiencing, COVID-19 is definitely a hindrance to achieving 100% customer retention and Gimbal is no exception to this. It’s about being prescriptive, consulting, and advising your customers about what would be beneficial and helpful to them. How can CSM Practice Help!

Customer retention 52

Customer retention Finance SaaS Consulting 52

ClientSuccess

OCTOBER 2, 2019

Their appearance and recent popularity emerged as the software-as-a-service (SaaS) has shaped a distinct customer lifecycle. In the SaaS model, how companies interact with customers has changed along with the nature of doing business. Customer Success Managers (or CSMs as we’ll call them), however, are somewhat of a newer breed.

Accountability 47

Accountability Management Upselling SaaS 47

Amity

APRIL 24, 2017

That’s definitely a huge advantage of the way we function at Loopio. The first place to look to solve those problems are in the sales cycle, and I think that having a clear definition of who the right customer is, rejecting business when it’s not a good fit, and working on clean handoffs from Sales to Customer Success is crucial.

Metrics 93

Metrics Sales Best practices Customer advocacy 93