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. What these 3 gears have in common is a focus on proactively managing customer outcomes. Growth Management. Onboarding.

B2B 48

B2B SaaS Customer advocacy Metrics 48

ClientSuccess

FEBRUARY 28, 2018

ClientSuccess hosted Sara Masson, Senior Customer Success Manager of Loopio and a 2017 Customer Success Innovator of the Year Finalist , for this month’s customer success webinar series: How to Build Customer Advocates using The Customer Advocacy Ladder. The customer advocacy ladder framework.

Customer advocacy 40

Customer advocacy SaaS B2B Management 40

ClientSuccess

JUNE 24, 2019

ClientSuccess is excited to host Andrew Stapleton , VP of Customer Success at G2Crowd , for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Webinar: How to Gather and Use Reviews for Customer Advocacy. Request a custom product demo.

Customer advocacy 40

Customer advocacy B2B SaaS Best practices 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. Find customer champions.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Level 1: CRM + Excel.

Upselling 80

Upselling SaaS CRM Customer advocacy 80

CustomerSuccessBox

FEBRUARY 7, 2022

And it calls for customer success software which is a higher version of customer relationship management software – CRM, that is curated to gauge specific goals of driving success, and especially to cater to SaaS businesses. Brief on customer success management software. Sales Activities.

Management 52

Management Customer advocacy CRM Upselling 52

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. Essential Responsibilities of Customer Success Managers. Onboarding Customers.

Management 52

Management SaaS Customer advocacy Accountability 52

CustomerSuccessBox

MARCH 10, 2022

There is a need for managing brand loyalty to the clients and that’s why you need a client success manager. Also called as a client service manager! Roles and responsibilities of a Client Success Manager. Actively engage in communicating with the customers. Resolve their issues. Handle any conflicts of interest.

Management 52

Management Customer retention SaaS Customer advocacy 52

ChurnZero

DECEMBER 14, 2022

This year’s awards feature five categories representing fundamental business goal of CS teams: onboarding, adoption, renewals and expansion, customer advocacy, and innovation. Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

Influitive

MARCH 17, 2020

Today we announced a new Influitive Virtual EventHub™ managed service that enables organizations to create and host a virtual event that offers an interactive, personalized experience for attendees. The post New Influitive Virtual EventHub Managed Service appeared first on Influitive.

Management 40

Management Customer advocacy SaaS Personalization 40

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. However, this is easily manageable.

Management 52

Management Upselling SaaS Accountability 52

Amity

MAY 25, 2016

In the world of SaaS, there certainly isn’t a lack of data – big data, small data – all of that data! The Opportunity-Based: Age of customer. Advocacy of customer. As a matter of fact, there is probably too much of it – way too much of it. Participation – forums, community. Product feedback.

Customer advocacy 63

Customer advocacy SaaS Big data Accountability 63

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

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. If you operate Customer Success as a business and start thinking bigger and ‘outside the box,’ then you can elevate the conversation at the upper management level to become a strategic department and not just tactical.”.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

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

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

AskNicely

AUGUST 27, 2018

Traditionally, growth is the domain of marketers, developers, engineers and product managers. But the customer success team should be included. 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).

Customer advocacy 60

Customer advocacy SaaS Engineering Feedback 60

ClientSuccess

MARCH 20, 2019

When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. Customer Retention Rate/Customer Churn Rate. Quick Ratio.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

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. Rick Adams.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CustomerSuccessBox

SEPTEMBER 30, 2021

But you cannot leave every customer to a pure tech touch. Especially customers who are paying $10K- 100K ACV(Average Contract value) per year, given the challenges of the underlying problem your SaaS is solving for them. Join us to discuss onboarding customers remotely on this webinar. Such as the one caused by COVID-19.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 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

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. What is a Customer Success Playbook?

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it. What is customer success management or CSM?

Management 52

Management CRM Customer retention Self service 52

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Many modern SaaS companies grow exponentially as a result of efficient CS initiatives. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business).

Upselling 52

Upselling SaaS Customer advocacy B2B 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ChurnZero

FEBRUARY 1, 2019

As Senior Vice President and Chief Customer Officer, Chris Collins drives key initiatives that accelerate Customer Success across Ellucian’s portfolio and serves as a champion and advocate for customers at every step on their Ellucian journey. Francesca Cruz, Vice President, Customer Success, IZEA.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

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

FEBRUARY 11, 2014

The opportunity-based: Age of customer. Advocacy of customer. Investing in customer operations surfaced as a priority for over 200 SaaS companies we’ve spoke to. What is the biggest problem you face with customer success? Participation – forums, community. Account growth (expanding team, feature usage etc.).

Customer advocacy 48

Customer advocacy SaaS Big data Accountability 48

CustomerSuccessBox

SEPTEMBER 20, 2021

So here’s an ensemble of the top 9 customer success podcasts that one needs to subscribe to. Gain Grow Retain: B2B SaaS Customer Success. The podcast is aimed at SaaS and technology leaders who are facing the day-to-day challenges of scaling. This podcast is brought to you by Customer Imperative. Link: [link].

SaaS 52

SaaS B2B Customer advocacy Enterprise 52

Mindtouch

MAY 2, 2018

This presents an interesting challenge to Customer Success professionals, a community whose metrics have traditionally been defined by the sales sphere of influence (chief among them: renewals, upsells, and churn). The objective to offset customer acquisition costs, which in SaaS alone averaged $1.15/$1.00

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

ClientSuccess

APRIL 4, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Jorie Basque , Customer Relationship Manager. True customer advocacy – giving everything I have to building customer success as a culture.

Management 40

Management Customer advocacy Best practices SaaS 40

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. And of that growth?

SaaS 48

SaaS Accountability Customer advocacy Upselling 48

CustomerSuccessBox

AUGUST 10, 2021

According to the survey results, The health score is more common by 7% in companies that have more than 100 customers. And Companies, where CSMs manage less than 60 accounts or less. Customer Health Scores are more Popular in High Touch Engagement Models. Increased Customer Value. Increased Advocacy.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

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

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

SaaS 40

SaaS Accountability Metrics Coaching 40

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