Amity

FEBRUARY 18, 2014

In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Four Gears Model for B2B SaaS. For example, a customer of a marketing automation platform wants to generate unique visitors, SEO rank and qualified leads.

B2B 48

B2B SaaS Customer advocacy Metrics 48

CustomerSuccessBox

MARCH 25, 2021

Financial Mathematics of a SaaS business model. SaaS business models are different from traditional business models. It is the key to getting the pulse on the importance of customer retention. In fact, that is when the customer journey truly begins. That is fundamentally how SaaS retention is different.

Customer retention 52

Customer retention SaaS B2B Upselling 52

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 96

SaaS Journey mapping Best practices Customer advocacy 96

Strikedeck

SEPTEMBER 3, 2020

Shreesha talks about how to leverage customer advocacy to expand your business.

Customer advocacy 40

Customer advocacy SaaS Customer Experience 40

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. finding and managing a core customer base.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Amity

JULY 4, 2017

Similarly, a promoter is literally telling you that they get so much value out of your service that they would recommend you – this warrants looking into putting that customer through your customer advocacy playbook. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Amity

MARCH 29, 2016

SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today? • Customer-Centric Companies Sweat the Details.

Customer centricity 65

Customer centricity Customer advocacy SaaS Construction 65

CustomerSuccessBox

DECEMBER 1, 2021

Instead, interacting with the customers and listening to them can help SaaS businesses devise actionable solutions to the unique problems of their customers and can reduce their churn magnificently. Active listening helps you build deep emotional connections with customers. Suggested Read: Customer Advocacy guide.

SaaS 52

SaaS Customer advocacy Feedback Surveys 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. 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. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. List your capabilities, show how you use those capabilities by customer segment, and what you expect the results to be. Watch the session: How to Capitalize on the C-Suite’s Attention on Customer Success.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

AskNicely

AUGUST 27, 2018

Here’s why: Growth is easier and less expensive if you can create customer advocacy and retention. Click here to read: Customer Feedback is Your Competitive Advantage). You make or break your business based on the experience customers have with your products and services beyond the initial sale. The Book of NPS.

Customer advocacy 60

Customer advocacy SaaS Engineering Feedback 60

CustomerSuccessBox

MAY 9, 2022

Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CustomerSuccessBox

SEPTEMBER 30, 2021

You might already know about customer satisfaction or customer experience, but it’s time to get up to speed with CS. We’ve gathered some of our favorite customer success webinars. Webinar 1 – How to Onboard Customers Remotely. But you cannot leave every customer to a pure tech touch.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Aaron Thompson. Alex Farmer. Dave Jackson.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

CustomerSuccessBox

MAY 31, 2021

With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need? And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management. How many do you need?

Management 52

Management SaaS Customer advocacy Accountability 52

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. Why Customer Engagement matters: [link].

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

FEBRUARY 28, 2022

This is a customer engagement model which helps SaaS businesses drive growth. LAER helps customer success professionals make the most of their customer engagement. The LAER model is a framework for establishing an initial relationship with customers and building on it over time. LAER model in Customer Success.

Upselling 52

Upselling Customer advocacy SaaS Sales 52

CSM Practice

MAY 22, 2022

While building your Customer Success framework, you should be able to: Recognize your customer personalities. Create customer segments, . Map the customer journey , . Determine when and how to engage with customers, . Appoint a customer success leader, . Keep in mind that all your clients are unique!

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

Amity

JANUARY 20, 2016

Issue 72 - Customer Success Articles that are Certified Classics (Part 2). In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. Join us on January 26 at 1pm ET , as we teach you to transform product adoption for all your customers. Hire Early.

SaaS 48

SaaS Accountability Customer advocacy Upselling 48

CustomerSuccessBox

FEBRUARY 11, 2022

It promotes business to other valuable customers. Read : How can you engage Non-Responding customers in B2B SaaS ? How to write a thank you note to customers for business? Additional resource : How does customer advocacy drive value for your customers? Add the details that matter.

B2B 52

B2B SaaS Customer advocacy Surveys 52

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Advocacy.

Metrics 53

Metrics SaaS Customer advocacy Accountability 53

inSided

SEPTEMBER 22, 2022

We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. So with all that happening around us, why do we still see companies and their Customer Success teams still invest in Community projects? Here's how to launch a successful community.).

Education 59

Education SaaS Accountability Best practices 59

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. Increased customer loyalty and customer retention. .

Customer advocacy 52

Customer advocacy Upselling Customer retention B2B 52

CustomerSuccessBox

DECEMBER 13, 2021

The key users are trained on how to access and utilize the resources that are available to them from our company, user community, support desk, knowledge base, customer success manager, and Other programs are meant to provide ongoing elements of engagement and support. Yes, but not custom to EACH customer.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

CustomerSuccessBox

MARCH 10, 2022

In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. How to Become a Client Success Manager? But hold that thought!

Management 52

Management Customer retention SaaS Customer advocacy 52

ChurnZero

OCTOBER 12, 2021

Like many SaaS products, the multitude of features and use cases that Sibme powers can be overwhelming to a new user. With the large retail customers, reducing the time to expansion (time to value) is critically important. Their team had few indicators for predicting what leads to expansion or when it may happen or how to prompt it.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

ChurnZero

MAY 20, 2021

Activities: Customer expansion focus, customer community engagement, customer advocacy. This is a reminder that as you specialize, you need to heavily invest in how your teams work together, share information, and hand-off customers. Don’t lose the customer along the way. Transform Phase.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Ed Powers , Customer Success Consultant. Marley Wagner , Sr.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company.

Customer centricity 52

Customer centricity SaaS Analytics Customer advocacy 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. Why Customer Engagement matters: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. Why Customer Engagement matters: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Strikedeck

JUNE 30, 2020

Keri talks about how to guide and engage clients in today's climate.

Customer advocacy 108

Customer advocacy SaaS Customer Experience 108