ShepHyken

JANUARY 27, 2017

With BI, AI, and cloud-based SaaS apps, CRM software is adapting to your business, not the other way around. If you work for an SMB, have someone from inside sales or marketing handle a live chat on your company’s website during business hours. It’s a must-have. Live Chat or Chat Bots. It’s that simple.

Technology 253

Technology Customer Service Management CRM 253

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

Totango

JULY 17, 2024

You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Achieving higher retention and growth, however, requires effective collaboration and mutual support between customer success and sales teams. “Success is revenue.

Sales 97

Sales Metrics Accountability Benchmark 97

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. .

SaaS 98

SaaS Customer centricity Finance Best practices 98

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

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

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 92

Sales Upselling Accountability SaaS 92

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

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? In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

FEBRUARY 14, 2023

Sales and marketing professionals that 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. Learn from three SaaS CEOs.

SaaS 94

SaaS Metrics Customer retention Construction 94

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. Amity looks at CSM from the perspective of the tools and platforms CSMs need.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. CRMs are absolutely a must for automating and scaling sales operations.

CRM 96

CRM Sales Accountability Analytics 96

ChurnZero

JUNE 17, 2022

Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Irit: Are these are your customer success managers or sales reps or onboarding managers? For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.” Irit: Hi everyone.

Metrics 98

Metrics SaaS Surveys Self service 98

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

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

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

CustomerSuccessBox

AUGUST 8, 2019

If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. Let’s take a look at the purpose of customer success for SaaS businesses. SaaS businesses far and wide are now assigning market resources specifically to attain the goal of customer success.

SaaS 56

SaaS Sales Consulting Consulting 56

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

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

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

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. It’s often mistaken with customer support, so let’s clarify.

SaaS 106

SaaS Management CRM Sales 106

CustomerSuccessBox

OCTOBER 19, 2021

You should educate your customers before and also after a sale. As a CSM, you need to educate your customers post-sales. 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.

Education 52

Education Consulting Consulting Management 52

ChurnZero

FEBRUARY 9, 2021

This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Sales: Customer Success. Level: Intermediate. Time: 58 minutes.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Being a good partner and delivering outcomes is expected. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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 Analytics 52

ChurnZero

OCTOBER 31, 2023

He was tasked with getting a SaaS implementation that was eight months behind back on schedule. Clearly, they werent getting the value out of the product that was promised during the sales cycle. Some of the investors at SaaS Capital have noted in their customer retention benchmark report this happens a lot among early-stage companies.

SaaS 52

SaaS Sales Metrics Benchmark 52

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 Adi on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ClientSuccess

JULY 30, 2020

Over the last few years, one platform – Customer Relationship Management (CRM) – has reigned supreme as the ‘must have’ solution for marketing, sales, and operational teams. Sometimes, moving from a clearly defined, automated sales process that a CRM can provide to a less-regimented onboarding process can throw customers off track.

CRM 54

CRM Sales Journey mapping SaaS 54

CSM Practice

DECEMBER 7, 2020

Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Sunnyvale, Calif.— About CSM Practice.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ClientSuccess

FEBRUARY 14, 2019

From : Gregg Frohman , Director of Consulting. A CSM has to have a broad range of skills — product expertise, industry knowledge, sales acumen, training delivery, executive-level presentation skills, etc., Concerned about your sales ability? Don’t hesitate to lean on your sales reps. Company : ClientSuccess.

Consulting 50

Consulting Consulting Best practices SaaS 50

Totango

JANUARY 22, 2024

These use cases free up time spent on tasks like pre-calls or sifting through customer data, empowering customer success managers (CSMs) to focus on more strategic initiatives and consultative customer guidance. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 97

Enterprise SaaS Engineering Technical Support 97

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. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 81

SaaS Best practices industry standards Consulting 81

ChurnZero

DECEMBER 29, 2020

Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. Customers don’t value your word, which as consultants, is how you effect change to drive success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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

ChurnZero

MAY 19, 2020

In today’s world there are thousands of SaaS tools and all are dependent on recurring, subscription revenue. A: I am fortunate to have a strong team of onboarding, engagement and support consultants. Q: Why do you think it’s important to invest in Customer Success? Customer Success Around the Web.

Morale 98

Morale Consulting Consulting Big data 98

ChurnZero

MAY 3, 2022

A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). 2: CSM Practice.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

JustCall

FEBRUARY 11, 2022

Bagging a sales job is like closing a sales deal. Good news is you can master both getting a sales jobs and making sales pitches. So, if you’re eyeing a new sales role, you’ve come to the right place. In this guide, you’ll learn everything about how to land a high-value sales job.

Sales 52

Sales B2C B2B call center software 52