Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Jason Lemkin - Jason is a 2x founder, 1x VC, and dedicated SaaS enthusiast.

SaaS 48

SaaS Best practices industry standards Consulting 48

Lumoa

MARCH 20, 2018

Here’re some variations of the definition: "It's all of the steps a buyer takes to get and use a solution from the time of the buyer’s realization of a need until the buyer deems the need no longer exists." – Lynn Hunsaker for ClearAction. Dive deeper into the definition , Check these awesome graphs to understand it better.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

SmartKarrot

FEBRUARY 14, 2023

Take advice from industry standards. 10+ years of managing successful Customer Success teams in a SaaS company. Each stage of the journey should have a consistent intervention. Define customer base segmentation and several approaches. Determine areas that could use improvement.

industry standards 19

industry standards SaaS Analytics Metrics 19

Amity

AUGUST 17, 2017

Most SaaS tools have a free trial. Don’t be fake by any means, but definitely build rapport quickly. Understand the industry standard outcomes that each of these roles drive, and how the company that you are interviewing for has aligned them. You should know this before you go in.

Upselling 69

Upselling industry standards SaaS Accountability 69

Amity

AUGUST 17, 2017

Most SaaS tools have a free trial. Don’t be fake by any means, but definitely build rapport quickly. Understand the industry standard outcomes that each of these roles drive, and how the company that you are interviewing for has aligned them. You should know this before you go in.

Upselling 61

Upselling industry standards SaaS Accountability 61

REVE Chat Blog

MARCH 11, 2020

Integrating your live chat in your SaaS app helps to provide in-app support and retain customers with your business. Live chat support can definitely reduce cart abandonment , increase sales, and boost conversions. . Live chat statistics: Lead Generation. Key learnings.

Chatbots 64

Chatbots Real estate Sales Finance 64

SmartKarrot

FEBRUARY 19, 2021

If your company has not yet started its customer success program, there would definitely be a lot of opportunities to optimize your revenues. Most likely it would be much higher than your industry standard. An ideal churn rate is considered to be 5% (annually, not monthly) for SaaS organizations. Highlight the problem.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

SmartKarrot

FEBRUARY 15, 2022

He is an expert in customer-centric business strategies and helps firms generate fresh, actionable insights, most of which have already become industry standards. You might also like: 12 Excellent Customer Service Tips to Follow in 2022 – Here is a list of customer service tips that you need to definitely follow in 2022!

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

CrazyCall

AUGUST 8, 2019

Since the reasons vary, you might be interested in call center abandonment rate industry standard. Although it depends a lot on the industry, callers’ intentions and a whole bunch of other factors, it’s good to keep your call abandonment rate below 8%. As with regard to SaaS start-ups, Steli Efti, CEO of Close.io

Call Center 52

Call Center Metrics Abandon rate Management 52

AWS Machine Learning

JANUARY 26, 2024

Organizational resiliency draws on and extends the definition of resiliency in the AWS Well-Architected Framework to include and prepare for the ability of an organization to recover from disruptions. Many AWS customers align to industry standard frameworks, such as the NIST Cybersecurity Framework.

Best practices 139

Best practices Government Engineering Accountability 139