ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 5: Customer Satisfaction Score. #6:

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Metrics Customer retention SaaS Surveys 142

CustomerSuccessBox

MARCH 8, 2022

“Customer Retention” is kind of a buzzing word for the SaaS businesses on the digital platform. And to handle the tasks pertaining to customer retention, there is a Customer retention specialist who is also named as customer loyalty specialist. Learning resource – Customer Renewal Guide.

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Customer retention Accountability SaaS Education 52

ChurnZero

OCTOBER 8, 2021

Customer Success vectors detail where your customers are heading, how long it will take them to reach their destination, and where they are currently relative to these goals. For instance, let’s say you’re a growing business needing document management software to securely store your business documentation.

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SaaS Metrics B2B Enterprise 98

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. The initial few interactions a customer has with your firm are crucial to their overall satisfaction with your product. You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place.

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SaaS Sales Upselling B2B 52

Nicereply

SEPTEMBER 17, 2020

Technology and software companies evolved the concept of customer success and are thus mostly responsible for the mainstream popularity of the term. If you are big on technology in the commerce or service industry, you must have heard people say things like, “Customer success is primarily tied to Software as a service (Saas).”.

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SaaS Customer retention Customer Support Surveys 105

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

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Journey mapping SaaS Upselling Enterprise 99

ChurnZero

OCTOBER 31, 2023

He was tasked with getting a SaaS implementation that was eight months behind back on schedule. The customer was understandably unhappy. Yet the problem remained: these customizations were necessary to go live with the product. Jeff gave the example of a customer needing a certain integration that a SaaS provider did not have.

SaaS 52

SaaS Sales Metrics Benchmark 52

ChurnZero

NOVEMBER 9, 2021

It’s impossible to replace the knowledge that comes from firsthand experience, so reach out to your customers to find what’s working and what’s not from the people who are going through it. For such an important resource, it’s crucial to keep track of all that customer feedback. Then, use that feedback to make your changes.

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Customer retention Feedback Benchmark SaaS 98

CSM Magazine

JULY 22, 2021

Today’s customers want to be spoken with and expect the brands they engage with to facilitate this conversation and engage them effectively. But not only has the face of the customer evolved over time, so too has the shape of the business world. B2Bs in the SaaS space today strive for agile growth. Growing Customer Retention.

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Advertising SaaS B2C Best practices 98

Education Services Group

MARCH 24, 2021

DIY, or well, self-service as we call it, is the future of customer retention in SaaS. Self-service simply means to offer your customers the means to be successful with your product or service on their own. As soon as more customers start to pour in, that changes. Customer community.

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SaaS Self service Feedback B2B 52

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

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SaaS Education Customer retention Sales 80

Education Services Group

APRIL 27, 2022

I’m not going to waste time trying to document how to correctly (mathematically) calculate all the three letter acronyms—but feel free to check out our Customer Success Definitions, Calculations, and Lingo…Oh My! It feels awkward to me, like we are desperate in our attempt for the customer to validate our process.

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Metrics Surveys SaaS CRM 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.

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SaaS Customer centricity Accountability Education 98

ChurnZero

JANUARY 26, 2021

Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Joint Success Plans are all about creating alignment with customers and memorializing it. . Here’s an example of how to document key stakeholders: . Executive Sponsor:

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Management Chief Customer Officer Upselling SaaS 98

TeamSupport

SEPTEMBER 16, 2020

Self-Help: Examine your support ticket issues to identify the most common reasons for customers to contact support to form the basis for FAQs, a list of articles to populate your knowledge base, and training videos, tutorials, and technical documentation.

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B2B Customer Support Strategic Value Customer retention 89

CSM Practice

AUGUST 7, 2020

William and his team worked with CSM Practice to define and deploy customer journey maps for their various business segments. At VitalSource, they mainly use the customer journey map as an internal document. Vitalsource has nine teams and each of them has its own version of the customer journey map.

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Journey mapping Morale SaaS Education 81

Amity

FEBRUARY 9, 2016

" After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. If you are a customer success professional considering taking a role at a SaaS vendor, this test can give you a quick sense of how customer success operates there.

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SaaS Enterprise Benchmark Upselling 66

Kayako

JUNE 30, 2016

So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones. It’s easier to grow through word of mouth, referral and your customers loving you than through any kind of hard sell.

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Customer Service Customer effort SaaS Customer Support 83

Kayako

JUNE 30, 2016

So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones. It’s easier to grow through word of mouth, referral and your customers loving you than through any kind of hard sell.

Customer Service 81

Customer Service Customer effort SaaS Customer Support 81

ChurnZero

JANUARY 3, 2020

Our detailed API Documentation , which helps customers build advanced implementations using their subscription data. And we have the customer stories to prove it : The commitment to our customers goes beyond the success team — it involves product, engineering, and every team within ChartMogul.

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SaaS Metrics Engineering Feedback 64

Totango

DECEMBER 3, 2020

By maintaining loyal customers, you can increase customer value and put clients on the road toward brand advocacy. Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential. Document and Share Customer Data .

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Upselling Accountability Enterprise Metrics 65

Education Services Group

MAY 6, 2021

The customer has discovered value and they voice their success with your product. But to your dismay, your team has not properly documented and reported the KPIs that matter to that decision maker. The power of positivity is well documented and generally accepted as a powerful virtue. 9 Give praise to your frontline CSMs.

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Accountability SaaS Construction Sales 92

Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities.

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Personalization Customer Experience Chatbots Upselling 71

CSM Practice

MAY 22, 2022

Hence, the Customer Success framework is the foundation to design and build your aligned processes. Why is it important to design a Customer Success framework ? . The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. Key takeaways.

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Brand ambassadors SaaS B2B Customer retention 59

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. It was meant for SaaS companies. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . Try to understand what you need to do to retain your target customers.

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SaaS Customer retention Enterprise Accountability 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

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Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

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Management Customer retention Upselling Chief Customer Officer 52

CustomerSuccessBox

APRIL 26, 2022

Within the first week, a majority of B2B SaaS companies lose 75% of their new consumers ! So, if you’re a B2B SaaS firm, you might want to consider using customer onboarding software to mitigate these problems. Choosing a new customer onboarding software can be a lengthy and complicated process for some customer success teams.

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SaaS Upselling B2B Customer retention 52

ChurnZero

FEBRUARY 25, 2020

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure. . Customer Success Around the Web.

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Customer retention Scripts Sales SaaS 59

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards.

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Healthcare Accountability Metrics Surveys 98

ChurnZero

JANUARY 17, 2020

-Jeremy Jeffers, VP of Customer Success, Untappd. . Prior to deploying a Customer Success p latform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. What’s important is collecting data that will help you truly understand your customer and their needs and goals.

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Best practices Upselling Accountability SaaS 72

CustomerSuccessBox

JANUARY 2, 2022

As we enter another year, Customer Success is poised to be more sophisticated. Let’s assume that a growing SaaS firm acquires more customers, hires more employees, and increased the number of all other key stakeholders. 6 Focus areas for a Customer Success Team or a Customer Success Leader. VALUE ’ is important.

SaaS 52

SaaS Metrics Upselling Accountability 52

Nicereply

DECEMBER 7, 2022

Successful customer relations go beyond just getting customers up and running; it’s about ensuring they are happy and continue to be a valuable part of your business over the long term. In this post, we’ll share tips for developing a strong customer success team to help you improve customer retention and lifecycle.

SaaS 52

SaaS Morale Feedback Education 52

ChurnZero

NOVEMBER 9, 2021

It’s impossible to replace the knowledge that comes from firsthand experience, so reach out to your customers to find what’s working and what’s not from the people who are going through it. For such an important resource, it’s crucial to keep track of all that customer feedback. Then, use that feedback to make your changes.

Customer retention 52

Customer retention Feedback Benchmark SaaS 52

CustomerSuccessBox

DECEMBER 17, 2021

Typical and simplified version of the customer life cycle: Conversion – Conversion occurs when a potential customer becomes a customer. Every B2B Saas company tracks its conversion rate. Onboarding – With B2B SaaS Onboarding becomes an important aspect of the customer lifecycle.

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Journey mapping B2B SaaS Metrics 52

CSM Practice

AUGUST 7, 2020

William and his team worked with CSM Practice to define and deploy customer journey maps for their various business segments. At VitalSource, they mainly use the customer journey map as an internal document. Vitalsource has nine teams and each of them has its own version of the customer journey map.

Journey mapping 52

Journey mapping Morale SaaS Education 52

CustomerSuccessBox

MARCH 17, 2022

It’s not always easy to navigate through the customer success process. Customer success, like any other tricky-to-navigate sector, requires a map. A customer journey map can help with this. It’s a document (or set of documents) that outlines when various teams in your company should communicate with customers.

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Journey mapping Best practices Construction Benchmark 52