Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. For example, Software as a Service (SaaS) companies have a net revenue retention rate, a well-defined component that links to SaaS companies’ market valuations. appeared first on CX Consulting. Subscribe today right here.

Airlines 273

Airlines Metrics SaaS Accountability 273

ClientSuccess

AUGUST 18, 2020

In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same. Let’s take a closer look at the four stages of the customer SaaS journey you’ll need to keep in mind: Stage 1: Onboard.

SaaS 74

SaaS Journey mapping Metrics Consulting 74

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 choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

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. A SaaS business’s greatest source of intel is direct customer feedback. The SaaS mindset of “top-line growth over everything” is changing. . Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

Call Center Weekly

JANUARY 10, 2018

How does the SaaS customer experience differ from traditional business models? The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular. Customers "kick the tires" of SaaS products in more customized ways.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Today he is the principal of Dave Kellogg Consulting and an entrepreneur in residence (EIR) at Balderton Capital. It helps articulate the health of a SaaS business.

SaaS 94

SaaS Metrics Customer retention Construction 94

ShepHyken

JANUARY 27, 2017

With BI, AI, and cloud-based SaaS apps, CRM software is adapting to your business, not the other way around. She has diverse experience in management and strategic consulting with technology-based businesses and has managed global teams and implemented projects in 16 countries. It’s that simple.

Technology 244

Technology Customer Service Management CRM 244

CCNG

AUGUST 21, 2024

SaaS application business Workday is lowering revenue forecasts for the year after saying it is feeling the squeeze of larger customers taking longer to sign off on deals amid a wavering economy. That means frustration for software sales, uncertainty for marketing budgets, and tangentially related industries being impacted.

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

SaaS 71

SaaS industry standards Upselling Education 71

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? The post Evaluating Who Should Own Saas Renewals appeared first on ClientSuccess. In conclusion, understanding who owns customer renewals is a complex issue that varies based on many factors.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

JUNE 17, 2022

Irit Eizips here from CSM Practice, the customer success strategy consulting firm. For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.” The post How to set baseline SaaS onboarding metrics appeared first on ChurnZero. Irit: Hi everyone.

Metrics 98

Metrics SaaS Surveys Self service 98

Cincom

JUNE 3, 2021

a global supplier of enterprise software solutions, announced today that it has entered into a partnership with Centric Consulting to implement CPQSync by Cincom. Centric’s digital, business and technology consultants help define digital strategy, plan, build and deliver technology and support companies in transforming their businesses.

Consulting 52

Consulting Consulting Finance SaaS 52

Amity

APRIL 25, 2016

Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. CSM Corner.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Bill Bounds – Customer Support and Leadership Consultant.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

NOVEMBER 27, 2024

And for online platforms – from e-commerce and social media consulting to online gambling and streaming – exceptional customer service is arguably even more important not only for attracting but also for retaining customers who, with one click, could switch to a competitor.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

CSM Magazine

MARCH 3, 2022

SaaS tools have become extremely popular in the project management industry, transforming the way it operates. Here you will discover five leading SaaS tools for your office. Software as a Service (SaaS) has become the new normal of the 2020s. Well, 48% of companies have a one-year contract with a SaaS application on average.

SaaS 52

SaaS Management Transportation Analytics 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It means one train can hide another.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. The same holds true for our vendors. Customer Success Around the Web.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Outsource Consultants

MARCH 18, 2025

At Outsource Consultants, we’ve seen firsthand how crucial it is to understand the key factors that drive this decision. Outsource Consultants offers specialized assistance in navigating the call center landscape. They outsourced Tier-1 support to a specialized provider , starting with a small team of trained external agents.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

CSM Magazine

JULY 22, 2020

SaaS is rapidly becoming the preferred choice for businesses of all industries and sizes – in the US alone, about 80% of final users prefer using SaaS applications. For SaaS companies, this means a constant battle to stay on top of the increasing demand and ahead of the competition. Why SaaS Companies Need CRM Tools.

CRM 52

CRM SaaS Sales Banking 52

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. How to crush SaaS customer onboarding: a roundup of expert advice.

SaaS 98

SaaS Customer retention Surveys Consulting 98

CustomerSuccessBox

OCTOBER 19, 2021

If you are a B2B SaaS company, you will have a multi-layered education process. Once you’re clear about what they want to achieve, it’s time to consult them, guide them, and help them reach their desired goal. The post How can the Customer Success Manager consult and educate customers? Customer Education helps customers grow.

Education 52

Education Consulting Consulting Management 52

CustomerSuccessBox

MAY 2, 2022

As a Customer Success Officer in SaaS, you’ve probably realized that there’s a lot more to the SaaS sector than just providing excellent service. SaaS marketing and distribution is crucial as, if not more important than, developing the service itself. Any aspiring SaaS startup must develop a solid marketing strategy.

SaaS 52

SaaS B2B Marketing Sales 52

Taylor Reach Group

APRIL 9, 2019

” They are thinking and assuming that this consultant has finally lost touch with reality. Recently there has arrived on the scene an alternative to a traditional assessment or audit and that is a SaaS (Software as a Service) offering which allows you to assess or audit your own center.

Contact Center 126

Contact Center Call Center Consulting Consulting 126

Amity

MARCH 13, 2016

In a world in which churn is a reality, SaaS companies need to be aware about why customers leave so they can develop well-defined strategies and tactics to retain them. User adoption also plays a major role in the success of a SaaS business. This means that SaaS businesses need to continually focus on adoption and usage.

SaaS 95

SaaS Sales Customer retention Consulting 95

ChurnZero

OCTOBER 8, 2021

We have two customers, both are large enterprises signed up to use a given marketing SaaS product. Both customers have had good relations with the SaaS enterprise for years, and are comparable in size, geography, and stage. . A large number of opened accounts with the SaaS business. . Excellent B2B relations. .

SaaS 98

SaaS Metrics B2B Enterprise 98

JustCall

MAY 26, 2022

So, we are looking for team members who become product expert & providing demos/consulting to our prospective customer and handle the complete sales pipeline from Demo Scheduling to Giving Demo to Account Setup. We are looking for folks who have atleast some exposure to SaaS & Sales. What will you be doing on daily basis?

Sales 98

Sales SaaS Accountability CRM 98

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

ChurnZero

DECEMBER 9, 2020

With their consulting expertise they have a lot of advice to offer on how to improve metrics and accomplish your ultimate goal of reducing churn and increased retention. CSM Practice is a Customer Success consulting firm that offers advice on customer-centric methodologies to optimize operations and improve productivity. Tri Tuns Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

CustomerSuccessBox

MAY 6, 2021

In consultation with the Customer, Configure automatic calculation of 360-degree customer health by pulling data from different sources. Implement analytics on client usage data and key SaaS metrics for client meetings or internal executive and board reviews. is completed. Step 3- Configuring Health score . Step 6- Training Session.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. It helps articulate the health of a SaaS business.

SaaS 52

SaaS Metrics Customer retention Construction 52

AWS Machine Learning

FEBRUARY 10, 2025

Appian solutions are available as software as a service (SaaS) offerings in AWS Marketplace. Philip Kang is a Principal Solutions Consultant in Partner Technology & Innovation centers with Appian. The ability to quickly deploy and customize AI skills allows businesses to stay agile and responsive in a dynamic environment.

Enterprise 76

Enterprise APIs Government Healthcare 76

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. We wanted to recognize those leaders who are helping Customer Success make a name for itself in SaaS by proving its purpose and potential. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

AWS Machine Learning

NOVEMBER 21, 2024

For example, you might want to: Add spectrogram visualization Implement additional playback controls Enhance zoom functionality Add timeline markers For these customizations, we recommend consulting the Wavesurfer.js Prior to AWS, he worked in SaaS , Fintech and Telecommunications industry in services leadership role. documentation.

APIs 103

APIs Feedback Telecommunications Management 103