ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

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

ClientSuccess

SEPTEMBER 3, 2019

With over 25 years of customer success expertise in consulting, software and technology, Ian has held leadership roles for some of the world’s most admired companies including Siebel, Oracle, Salesforce, SDL, Veracode, Fuse Universal and PA Consulting. Ultimate Guide to SaaS Customer Success Metrics. About Success Methods.

Consulting 52

Consulting Consulting SaaS Best practices 52

ClientSuccess

MAY 17, 2022

Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. B2B Software & SaaS – 30. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. How do you know if your NPS is good, bad, or simply average for your industry? Digital Marketing – 57. Cloud & Hosting – 45.

Benchmark 52

Benchmark B2B SaaS Metrics 52

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. And you’ll see an example of this later in our talk today when we offer up our free ebook. And certainly, they can integrate with your particular SaaS product.

Surveys 78

Surveys SaaS Feedback B2B 78

Comm100

APRIL 27, 2020

His query i s automatically transferred to Jennifer, who specializes in responding to public Facebook messages and is trained on when to consult the marketing team for PR advice. Take a look at the following scenario: Gabriella is having a hard time understanding a particular feature in a SaaS company’s extensive product suite.

Automotive 59

Automotive CRM Upselling SaaS 59

SharpenCX

SEPTEMBER 16, 2020

The consulting group found that even though employees have access to tons of information, they struggle to sift through it and find what they need, leading to mixed-up priorities and bogged down internal processors. Now, the average company uses 34 different SaaS products and adults spend 5.4 hours every day on their phones.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Ed Powers , Customer Success Consultant. As Customer Success transforms from a fledgling industry into a SaaS must-have, more and more companies have created a strong foundation from which to build upon.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ClientSuccess

JULY 14, 2017

He previously served as principal consultant for Service Excellence Partners, a firm helping subscription-based technology companies retain and grow customer relationships. You can download and read our entire Customer Success as a Culture eBook series below: Customer Success as a Culture: Customer Success Leaders Edition.

SaaS 41

SaaS Best practices Consulting Consulting 41

ClientSuccess

JANUARY 8, 2019

You can learn more by scheduling your personal consultation today ! eBooks: Ultimate Guide to SaaS Customer Success Metrics. You can also use usage and other customer data indicators to build out a weighted health score that will help you develop an early warning of success and risk.

Metrics 58

Metrics SaaS Accountability Surveys 58

ClientSuccess

MAY 20, 2019

Contact us to learn more about how ClientSuccess Consulting can help you implement this approach or how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo. ——————————————————————————————————–.

SaaS 45

SaaS Metrics Consulting Consulting 45

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. This could be someone in marketing, on the executive team, or an outside consultant (shameless plug). Churn destroys SaaS business valuation. What to do about it.

Journey mapping 52

Journey mapping SaaS Finance Consulting 52

ClientSuccess

OCTOBER 10, 2018

7) From : Rachel McElwain , Freelance Business Consultant | Company : 1919 Consulting | Location : Indianapolis, Indiana. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Management 70

Management Chief Customer Officer Best practices Consulting 70

Method:CRM

OCTOBER 16, 2018

I can focus on solving the pain points contractors face and not have to worry about the more mundane, but very necessary aspects of providing a SaaS solution. Click to download your FREE copy of our ebook, “Extend the Power of QuickBooks Desktop with Method:CRM.”. “I chose Method because of its ease of use.

CRM 66

CRM Accountability Sales SaaS 66

ClientSuccess

JANUARY 15, 2019

Become a Consultative Thought Leader. Acting as a consultative thought leader instead of just a CSM can help strengthen your customer relationships and drive your own goals, such as retention and expansion. Goals and priorities can shift, so discussing progress of goals will help you stay relevant to your customer.

Metrics 56

Metrics Education Consulting Consulting 56

ChurnZero

FEBRUARY 25, 2020

Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . Download this eBook to learn how to sell CS software internally, along with argument positions for each individual executive. Join this webinar to learn: The different types of customer reviews and when to use them. t wears that never gave them the con?dence

Customer retention 59

Customer retention Scripts Sales SaaS 59

ChurnZero

DECEMBER 20, 2019

SaaS companies at all stages will continue to increase investment in Revenue and CS Ops to drive the alignment that’s critical for maximizing customer lifetime value. Greater collaboration between C S and Sales will result in “pods” of sales, C SMs , Consultants and Product Managers driving the expansion of target customers.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Typically, a strategic account goes beyond the typical vendor/consumer relationship and takes on more consultative or partnership tendencies. In most SaaS businesses, the ultimate goal is to increase revenue.

Accountability 42

Accountability Upselling SaaS Feedback 42

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. eBook: How to Build and Scale a Customer Success Team.

Accountability 47

Accountability Management Upselling SaaS 47

ChurnZero

NOVEMBER 9, 2021

Grant Freeland, the Managing Director at Boston Consulting Group (BCG), wrote in Forbes , “Waiting until something is obviously broken before you fix it is often too late.” You risk pushing improvements to a time when implementation becomes absolutely essential. Like anything else, customer onboarding needs maintenance.

Customer retention 52

Customer retention Feedback Benchmark SaaS 52

ClientSuccess

OCTOBER 10, 2018

My favorite type of ‘failure’ is when I attempt to take a customer success concept and implement it for my own consulting firm, CSM Practice. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 40

Best practices SaaS Consulting Consulting 40

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. DOWNLOAD the Expansion Selling eBook: [link]. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. Learn more about EXPANSION SELLING.

Upselling 52

Upselling Customer centricity Sales Accountability 52

ChurnZero

FEBRUARY 21, 2020

Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . Download this eBook to learn how to sell CS software internally, along with argument positions for each individual executive. Join this webinar to learn: The different types of customer reviews and when to use them. t wears that never gave them the con?dence

Customer retention 52

Customer retention SaaS Coaching Personalization 52

ClientSuccess

JULY 23, 2019

The key is being consultative and guide customers to their outcomes. But what we really want is for them to understand what we’re trying to achieve and be consultative in helping us get there. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ClientSuccess

NOVEMBER 21, 2017

Below is that list: What’s it like being a CS consultant now vs. previous experience as a VP of CS? Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. Example here.

Best practices 42

Best practices SaaS Consulting Consulting 42

ClientSuccess

MARCH 20, 2018

Customer Success Consultant. eBooks: Ultimate Guide to SaaS Customer Success Metrics. “It’s important to realize that it’s a privilege to be part of your customer’s life. You should create a customer experience that reflects it.”. Alicja Heyduk. Customer Success as a Culture: Customer Success Leaders Edition.

Coaching 40

Coaching SaaS Best practices Engineering 40

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

ChurnZero

APRIL 3, 2020

Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League. Instead of asking all those probing questions, you’ll have to make assumptions and provide meaningful data and guidance where you’ll still be seen as a consultative arm. What you should include in each type of business review. Q&A Recap.

Journey mapping 52

Journey mapping SaaS Sales Consulting 52

ChurnZero

MARCH 20, 2020

Peppered with nuance, the recipe for the perfect ratio of technical, subject matter, and relationship expertise is not as cut and dried or easily transferable across SaaS as hiring managers may hope. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . The new growth engine. Be Data-Minded.

SaaS 40

SaaS Customer centricity Finance Scripts 40

ClientSuccess

MARCH 7, 2017

Today, she works with tech customers in a consultancy aspect, from startups to enterprise companies like Cisco and Oracle. Customer Success eBooks: 5 Ways to Surprise & Delight Your Customers. Who Owns the SaaS Renewal? If customers are successful, the company will be successful,” said Francoise. 3 Ownership Models.

Finance 40

Finance Benchmark SaaS Consulting 40

ClientSuccess

JUNE 26, 2019

I strongly believe CSMs should view themselves, and their roles, as strategic consultants. When consulting, we often run into scenarios where customers, contrary to popular belief, do not always know what they want. It’s our job as CSMs to understand our customer’s pain and consult on how to solve that pain.

Marketing 40

Marketing Sales Consulting Consulting 40

SmartKarrot

MARCH 2, 2022

And this is even more difficult when it comes to companies that offer SaaS products. To grow and succeed in such a dense market, it is important for SaaS companies/product owners to come up with an effective growth marketing framework – with 100% effective growth marketing strategies. Like what you are reading?

SaaS 12

SaaS Marketing Upselling Best practices 12

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Lincoln Murphy. Allison Pickens. Dave Jackson. Mikael Blaisdell.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

FEBRUARY 16, 2022

Software as a service or SaaS has been growing as a leading software distribution model. The world of SaaS has simplified software creation and distribution making access easier than before. Leveraging the power of cloud technology, SaaS has re-engineered the way we look at modern technology and software. Aaron Levie.

SaaS 10

SaaS Finance B2B Sales 10

ClientSuccess

JULY 9, 2019

Before I stepped into Client Success roles, I consulted on change management and technology adoption. I was fairly new to the consulting firm and wanted to impress my partner so I just started doing stuff. My work confused the other consultants and they were trying to figure out how to connect my work with the rest of the project.

Consulting 40

Consulting Consulting Coaching Metrics 40

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. SaaS companies like Zoom, Netflix, and Slack offer a great product experience. Sales-led growth has an internal challenge in over-promising and over-committing to the prospect without consulting anyone. There has been a shift in how businesses work and run.

Sales 10

Sales Marketing SaaS Customer retention 10