CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer churn is the opposite of retention. So why should you care?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Totango

APRIL 24, 2020

In customer retention, every engagement counts. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 170

Customer Experience Scripts Self service outsourcing 170

Totango

AUGUST 12, 2020

Your customer signed on in search of value, and the quicker you can deliver that value, the more likely you are to build lasting relationships with customers. 5 Tips to Maximize the Customer Onboarding Experience. In turn, any team members involved with renewal should have access to data on customer behavior and product usage.

SaaS 87

SaaS Upselling Enterprise Best practices 87

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. 2. Base + BonusPlan.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training.

Best practices 126

Best practices Management SaaS Metrics 126

Lumoa

OCTOBER 30, 2017

Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. But there are still some companies who don’t measure customer experience at all. Many of these companies are suffering from a disease I have diagnosed as the metric anxiety. Do you suffer from metric anxiety?

Metrics 76

Metrics Customer Experience B2C B2B 76

LiveChat

OCTOBER 21, 2016

Customers don’t have time to answer these and managers to draw conclusions from them. That’s why NPS is like a salvation for the SaaS industry. It’s the quickest road they can choose to get customers’ feedback. Net Promoter Score (NPS) is a management tool that is used to measure the loyalty of a company’s customers.

SaaS 78

SaaS Feedback Customer centricity Surveys 78

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Health Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics SaaS Surveys Self service 52

Totango

JULY 21, 2020

One of the most important ways to reduce churn and stay relevant to your customers is to make sure your team is as flexible and agile as possible. The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Start with: What is Customer Experience? 5: ChurnZero.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

REVE Chat Blog

JANUARY 15, 2020

Most of the brands firmly believe the fact that good customer service has a profound effect on reducing customer churn, and eventually the bottom line. Measuring customer satisfaction is becoming the core part of every customer-centric companies. Select the customer satisfaction metric.

Metrics 75

Metrics Surveys Feedback Customer centricity 75

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. GM & SVP, Global Customer Success - CA Technologies.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Lumoa

MAY 21, 2018

." - Jeff Bezos , CEO at Amazon But hold on in there, marketing doesn't (and shouldn't) manage the whole customer journey alone. Top leadership Top leadership (C-Suite leaders and senior management) should set and communicate a clear customer centric vision, set targets and follow them up.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. This lets you anticipate customer needs and continually provide value: Access to Customer Data.

Enterprise 93

Enterprise Customer centricity Metrics Upselling 93

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success.

SaaS 88

SaaS Finance Customer centricity Metrics 88

ChurnZero

SEPTEMBER 25, 2020

Don’t miss out on this must-see session, and many others, including our keynote featuring CEOs from Gainsight, G2, and Pendo that explores the future of Customer Success along with three bold predictions for customer-facing teams. Customer Success Around the Web.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone. That can be the tricky part.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Satrix Solutions

JANUARY 24, 2022

Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative. Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform. Make insights shareable beyond CX and Customer Success teams.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Health Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Health Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ProProfs Blog

OCTOBER 30, 2021

68% of customers trust feedback more when they see both positive and negative scores. Customers are likely to spend 31% more on a brand having excellent reviews. Hence, customer feedback is a crucial aspect of nurturing a customer-centric culture. What is Customer Feedback? Helps value customer opinions.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ChurnZero

DECEMBER 9, 2020

ESG delivers Customer Success as a Service® (CSaaS), and enables teams to build, operationalize and transform their CS organization. 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. Tri Tuns Blog. inSided Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

Totango

JULY 23, 2019

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Adopting a Customer-Centric Approach.

Upselling 90

Upselling Customer centricity Enterprise Education 90

ChurnZero

SEPTEMBER 8, 2020

Since you might not have gotten the chance to carve out two full days from your schedule to listen in on the sessions, here’s our recap of the top ten Customer Success takeaways from the event. . . Into SaaS ? What’s scalable is being customer-focused to build the right things! Calculating churn can be tricky.

SaaS 90

SaaS Upselling Customer centricity Education 90

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. What is Customer Satisfaction? Customer Satisfaction is a metric used to measure the happiness of customers after using your products and services.

Surveys 146

Surveys Feedback Metrics Customer retention 146

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 15, 2020

Building a Customer Success Health Plan for 365 Days a Year – Everyone pays attention during renewals or a customer complaint, but what about the other 360 days of the year?

Accountability 98

Accountability B2B SaaS Customer centricity 98

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

SaaS 98

SaaS Customer centricity Accountability Education 98

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Plan, analyze, and understand your customer lifecycle.

SaaS 90

SaaS Upselling Best practices Customer retention 90