CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

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SaaS Upselling Accountability Sales 71

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

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SaaS Upselling Enterprise industry standards 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.

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SaaS Calibration Enterprise Customer retention 65

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. By organizing your customer’s unique needs, your team can treat every single customer the way they prefer. Ready to learn more?

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SaaS Finance Customer centricity Metrics 88

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

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ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

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ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Learn the one question backed by research and data that will help your customers stay and grow.

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Customer centricity SaaS Best practices Consulting 40

Amity

FEBRUARY 2, 2016

Exploring the Top 5 Benefits of Customer Success. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. Why the Customer Success Manager is the Product Manager’s New BFF.

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SaaS Education Customer retention Sales 80

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. Q: What drew you to working in Customer Success? Upcoming Webinar.

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SaaS B2B Consulting Consulting 73

ChurnZero

APRIL 8, 2020

After all, whether you like to admit it or not, customers tend to trust their peers much more than your brand. Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . Before we go any further, what exactly is customer advocacy?

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Customer advocacy Journey mapping SaaS Gamification 81

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! This has led to an increase in cross-sells as well as client advocacy which for ClearGov includes references, participation in webinars and events, and case studies.”.

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SaaS Accountability Customer advocacy Feedback 98

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? She has also held numerous Interim ‘Head of Customer Success’ roles.

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ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

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SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Upcoming Webinar. Q&A Recap.

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Customer retention Upselling SaaS Customer centricity 61

ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. .

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Benchmark Upselling SaaS Customer centricity 59

ClientSuccess

MAY 18, 2021

But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. . Webinar: Why You Need a Customer Advisory Board. Toolkit: Customer Journey Toolkit.

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SaaS Customer centricity Feedback Marketing 65

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Every audience is different.

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Journey mapping Accountability Marketing Metrics 115

ChurnZero

NOVEMBER 27, 2019

ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! . Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. She has also held numerous Interim ‘Head of Customer Success’ roles.

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Chief Customer Officer SaaS Education Metrics 75

ChurnZero

OCTOBER 4, 2024

But what playbooks, strategies and techniques do the best customer success leaders have in common – and what do they prioritize to help their teams succeed? Throughout his time as a leader and consultant, Peter has found that the top-performing and best customer success leaders have a few things in common.

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ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. When your friend was looking for a Customer Success manager, the challenge he may have had, which we have today, is salespeople are born one way and customer service are born another way.

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SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. When your friend was looking for a Customer Success manager, the challenge he may have had, which we have today, is salespeople are born one way and customer service are born another way.

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SaaS B2B Upselling Metrics 52

Amity

JANUARY 16, 2019

Most of today's SaaS businesses already have a Customer Success department built in order to improve the experience provided to their customers and to help them achieve the desired outcomes. We all know that an organization is not going to be fully successful until customers are put at the core of the business.

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SaaS Customer centricity Sales Marketing 66

Amity

JULY 4, 2017

” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments. Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity.

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Surveys SaaS Feedback Customer advocacy 66

CSM Practice

MAY 16, 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.

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Best practices SaaS Customer centricity Finance 52

Totango

FEBRUARY 21, 2019

To thrive within this environment, you must know how to launch successful winback campaigns that re-engage your customer with your product. The process begins with fostering a nurturing, customer-centric culture within your company. The most effective time to ask your customers why they’re unhappy is before they cancel.

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Accountability SaaS Customer centricity Surveys 63

CSM Magazine

FEBRUARY 8, 2022

Offering two product formats – ‘Conference ‘ and ‘ Social Webinar ‘, Airmeet enables businesses and organizations to break boundaries, build relationships and unlock new revenue streams. This shift has further accelerated the adoption of agile and virtual solutions to cater to business needs.

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Education Government SaaS Customer centricity 52

ChurnZero

JANUARY 17, 2020

What’s important is collecting data that will help you truly understand your customer and their needs and goals. On Accurately Organizing Customers . CSMs know that not all customers are created equally. In the world of B2B SaaS, not all accounts can be treated the same way. Customer Success Around the Web.

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Best practices Upselling Accountability SaaS 72

JivoChat

FEBRUARY 22, 2023

Improved Customer Satisfaction: By partnering with experienced customer service providers with access to advanced analytics and CRM integration tools, businesses can ensure that customers are provided with effective and quick solutions (like a personalized website customer journey for instance) – leading to improved customer satisfaction rates.

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ChurnZero

SEPTEMBER 27, 2019

Best of all this data can be augmented with custom alerts that help manage customer escalations. Above all remember : you must be able to measure your customer data in order to make use of it! Create a Customer Centric Foundation. Culture is the foundation for any customer-centric organization.

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Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Every audience is different.

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Journey mapping Accountability Marketing Metrics 91

ChurnZero

MAY 8, 2020

To explain why Customer Success should be deemed essential, we hosted a webinar with Executive Director Mikael Blasidell from the Customer Success Association and Customer Success Consultant Ed Powers from Service Excellence Partners. If you missed the webinar, you can watch it on-demand. Q&A Recap.

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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.

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Chief Customer Officer SaaS Customer retention Engineering 52

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value.

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Customer advocacy B2B Enterprise Feedback 63

Totango

JULY 24, 2020

The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. In a customer-centric world , this expansion functions as a natural progression of your relationship.

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B2B Best practices Enterprise Upselling 63

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. Now more than ever Customer Success is essential to the long-term success of your entire organization. CRM s and Customer Success Platforms are no exception.

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Help Scout

SEPTEMBER 18, 2018

We’ve seen tremendous success with it at Help Scout since formalizing the initiative earlier this year, and we’re excited to share those results with you now — and hopefully spark a broader conversation about how Support-Driven Growth can benefit a range of customer-centric businesses. In my pre-SaaS life, I was an improviser.

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ChurnZero

AUGUST 16, 2019

Looking for more Customer Success content and views, tips and tricks for Customer Success Managers? Upcoming Webinar. Speaker: Jason Conrad, Associate Partner, Customer Imperative. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success Around the Web.

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