ChurnZero

JANUARY 20, 2021

PieSync is a SaaS business that offers solutions to synchronize cloud applications. Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. The company’s story illustrates an important lesson for any SaaS business looking to scale: Customer Success is a significant factor in supporting SaaS growth.

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SaaS Upselling B2B Metrics 98

ChurnZero

JULY 8, 2022

It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business.

SaaS 98

SaaS Metrics Customer retention Upselling 98

JivoChat

JUNE 8, 2022

On the internet, you can find several web development courses that are perfect for those who are looking to start a career in this area. The course focuses on helping you master front and back-end development, becoming a full-stack developer by the end of the course. . The Complete JavaScript Course 2022. Workload: 52.5

APIs 75

APIs SaaS Best practices Engineering 75

JivoChat

FEBRUARY 16, 2023

There are some incredible app development courses available online that can help you with that. SaaS companies offer multiple opportunities for professionals who are specialists in app development. SaaS companies offer multiple opportunities for professionals who are specialists in app development. Workload: 59.5

APIs 75

APIs SaaS Marketing Management 75

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

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SaaS Customer Service Best practices Customer Support 83

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.

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SaaS Journey mapping Metrics Consulting 74

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Of course, all this data is meaningless unless you’re set up to act on it. 5 Tips to Maximize the Customer Onboarding Experience.

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SaaS Upselling Enterprise Best practices 88

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.

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SaaS Metrics Accountability Technical Support 98

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The important things to look at here once again are of course data based. The customer’s perception of success is everything.

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Metrics SaaS Surveys Self service 98

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. Understanding the nuance behind Customer Success metrics will help you build consensus around which numbers are the best numbers to track for your SaaS company.

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SaaS Metrics Customer retention Construction 94

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. Just not by the CSM.”.

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Upselling SaaS Sales Accountability 98

Beyond Philosophy

DECEMBER 10, 2021

Of course, things like “enrichment” are hard to measure. 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. So, the need to measure is crucial. . Reichheld says NPS Prism helps. .

Airlines 273

Airlines Metrics SaaS Accountability 273

Helpware

AUGUST 8, 2023

Achieving this, of course, is multifaceted. For companies looking to outpace the competition, crafting the perfect product or service is only half the battle. To win—and stay winning—businesses must then strategically earn a steady flow of customers. It requires a brand to present itself as both approachable and of top-tier customer service.

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Customer Support SaaS Sales Customer Service 86

Amity

DECEMBER 9, 2016

” Raw, real testimonials can create the solid social proof you need on your next feature launch landing page, or help you sell your next training course. Here’s the comparison: Control. Winning Headline. it can also allow you to gather prime content ideas.

Marketing 109

Marketing SaaS Sales Surveys 109

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m one of you because I’m a fellow SaaS CEO. If you’re a SaaS CEO in an ideal industry such as video conferencing, collaboration, health-tech, ed-tech, etc., Let’s think this through.

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SaaS Engineering Sales Accountability 83

ShepHyken

JUNE 10, 2016

Of course, he’s impressed. Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. Delta’s customer service practice was truly magnificent as within an hour, they offered him a room with a better view. Mike also found a dish of sweets and handwritten card from the staff at his hotel.

Best practices 204

Best practices Customer Service SaaS Education 204

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Certifications and Courses For businesses offering complex services, structured programs that certify customers in using your products can instill expertise while building credibility in your brand.

Education 52

Education Upselling SaaS Self service 52

ShepHyken

OCTOBER 24, 2022

Top 5 Customer Experience Courses and Certifications by Scott Clark. Brands looking to facilitate such growth, as well as CX professionals interested in improving their knowledge, are now turning to numerous online courses available for customer experience. Some training courses are designed for all employees.

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Customer Service B2C B2B SaaS 134

CustomerSuccessBox

MARCH 14, 2022

Read further to know about Customer Success courses that you should be doing in 2022 to grow in your career. We have curated the best courses and training handpicked for you to select the best out of the best. We have curated the best courses and training handpicked for you to select the best out of the best. Course Format: 2.5-hour

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Journey mapping Accountability Construction Management 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Moderators keep their eyes on the road (and clock) to make sure speakers don’t veer the discussion too far off course, get stuck in a tangent, or miss a main point.

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SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

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SaaS Customer retention Metrics B2B 52

ChurnZero

MAY 3, 2022

Known for their scientific, data-driven approach to playbook and process design, training, and coaching, Winning By Design is an agency with a long track record of advising CS, sales and marketing teams at high-growth SaaS companies. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). Source: HootSuite.

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Journey mapping SaaS Customer centricity Education 98

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. 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? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar.

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SaaS Benchmark Metrics Consulting 98

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

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SaaS Technical Support Benchmark Accountability 113

Education Services Group

AUGUST 25, 2023

Of course, I am referring to “girl math”. Business leaders tend to think they’re above the fray, that they have no time for the frivolous, and that only they have access to a rarified and brainier atmosphere where Ayn Rand’s thoughts still predominate and where crassness and course behavior cease to exist. But we know better.

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SaaS Sales Journey mapping Feedback 52

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Managing your customers and their success path as a SaaS company is a meticulous process. SaaS businesses across the globe lose a chunk of their revenue due to poor customer service or experience.

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SaaS Upselling Education Accountability 52

CSM Magazine

NOVEMBER 27, 2024

As far as e-commerce platforms, giants like Amazon are, of course, experts in this area. This approach can be particularly useful in complex industries like SaaS or online consulting services, where customers might need detailed guidance.

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Customer Service Self service Metrics Chatbots 52

CustomerSuccessBox

JULY 1, 2022

This prevents the wastage of more time and money on the wrong course. Customer lifetime value (CLV) is the entire profit a business can anticipate making over the course of a certain customer relationship. Of course, this can be modified to meet the unique and changing demands of your business. Customer Lifetime Value.

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SaaS Upselling Metrics Accountability 52

aircall

JUNE 28, 2022

They had the idea of creating SaaS softwares for all the key tools that businesses use, including email, media monitoring, professional credit cards, and phone calls. One lesson of Aircall is that SaaS does take time to build! But it turns out there’s no cavalry in SaaS. Sometimes SaaS life gives you a moment to breathe.

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SaaS Metrics Engineering Telecommunications 147

ChurnZero

MAY 30, 2024

If you’re going to use a lot of graphic design elements, consider tools like Adobe Creative Cloud or Canva. If you plan to create lessons, courses, and interactive experiences, consider an authoring tool like Articulate 360. Instead of asking how the experience was, for example, ask learners what they would add to the course.

Education 107

Education Feedback Entertainment Metrics 107

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. But of course our biggest ambition is to land and expand in the US. “More than ever businesses have to listen to their customers”.

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SaaS B2B Feedback Enterprise 98

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Of course, nothing can replace actual practice and application. Udemy Customer Success Courses. Udemy Customer Success Courses. Customer Success Podcasts. Customer Success Blogs.

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SaaS Accountability Personalization Education 98

CustomerSuccessBox

JULY 4, 2022

Find out the appropriate usage frequency for your product, such as how frequently customers must use it over the course of a given period of time for it to be worthwhile. Suggested Read : 7 SaaS Customer Success Metrics You Can’t Do Without. Learn about some common product challenges that plague B2B SaaS ! Usage Counter.

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SaaS Metrics Benchmark Advertising 52

Callminer

MAY 2, 2018

Hosted software also is referred to as software as a service (SaaS) or cloud software, if the servers are virtualized. Usability is key, of course, but you’ll also want to consider ease of setup and integration. Call center software is essential to businesses looking for a solution for communicating with customers.

call center software 140

call center software Call Center Best practices call center solutions 140

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Most corporations still only have the product P&L lens, and of course that will still be important.

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Customer centricity Automotive Finance Marketing 183

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. Learn from three SaaS CEOs.

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SaaS Metrics Customer retention Construction 52

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 youre measuring what really matters. The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS.

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SaaS Metrics Surveys Enterprise 52