CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office. SaaS Companies Return to Work Plans. Subscription Model.

SaaS 83

SaaS Surveys Upselling Customer retention 83

Callminer

OCTOBER 11, 2018

Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. In order to get the right person answering the phone one needs to create a label tag on the IP for that phone system.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? SaaS Customer Success Tool.

SaaS 71

SaaS CRM Advertising Analytics 71

Callminer

MAY 11, 2020

Whether you are B2B or B2C, every business is P2P, and connecting on a personal level is what matters most…”. My favorite definition of great customer experience is related to the quote, “People do not care how much you know until they know how much you care.” Just assign the perfect person to address the problem and let others work.

Management 273

Management Customer Experience Customer Service Coaching 273

Totango

JULY 21, 2020

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. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

Lumoa

MARCH 20, 2018

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. So let’s start!

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

LiveChat

NOVEMBER 21, 2016

In my latest post I wrote about why customer service is important , in this post I would like to tell you how you can take advantage of a personalization to create an even better customer service experience. One way to improve your customer experience is to personalize your product and service as much as you can. Smart move Asos! #2

Personalization 65

Personalization Customer Service SaaS Accountability 65

CustomerSuccessBox

MARCH 7, 2022

Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. SaaS renewal’ is a term relating to Software-as-a-Service companies that operate with a subscription-based financial model. How is the renewal process important in SaaS?

SaaS 52

SaaS Upselling Customer retention Accountability 52

CustomerSuccessBox

JULY 9, 2021

The word “client” can also mean “customer,” according to most dictionaries, but it has a separate definition when it comes to professional services. Definition of a customer. In a SaaS business-like CustomerSuccessBox , anyone who buys a subscription to your product is a customer. SaaS Customers.

SaaS 52

SaaS Customer retention Upselling Personalization 52

CustomerSuccessBox

OCTOBER 12, 2018

1:1 CSMs provide the clients personalized help as per their need and hence they should surely onboard their respective clients. To achieve these goals, if onboarding specialists are required, you should definitely hire them! The post Why your SaaS might need an onboarding specialist?

SaaS 61

SaaS Upselling Management Sales 61

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. A personal touch is important but it’s not necessary.

SaaS 106

SaaS Management CRM Sales 106

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. This reduction in cash flow is likely to increase rates of SaaS customer churn. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue.

SaaS 98

SaaS Customer retention Best practices Telecommunications 98

Amity

NOVEMBER 11, 2013

In the SaaS industry we transformed the delivery of technology from Hard Offerings to Soft Offerings over a decade ago. It’s instructive to contrast the relevant dictionary definitions: Cultivate : To foster growth. SaaS is a Soft Offering. The delivery model is pure SaaS. The marketing messages are pure SaaS.

SaaS 48

SaaS Entertainment Construction CRM 48

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

CSM Practice

AUGUST 3, 2020

The larger the initial time and cost, the less it makes sense to transfer those relationships to a different person (CSM), and the more it makes sense to maintain the ownership of the relationships with the Sales Executive. What Boaz discussed is definitely more appropriate to the earlier phases when companies are tens or hundreds of people.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What could the right person do for your business and customer relationships? SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. For the most part, SaaS companies focus on ongoing revenue.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

ChurnZero

APRIL 8, 2022

It’s the definitive Customer Success leadership summit. Honestly, it was an amazing in-person conference. Customer Success is a growing SaaS community. We love a celebrity keynote as much as the next person. 300+ in-person attendees including you and other Customer Success leaders (directors and above).

SaaS 98

SaaS Sales Personalization 98

Lumoa

MARCH 20, 2018

We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. Dive deeper into the definition , Check these awesome graphs to understand it better. Do you love CEM as much as we do?

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

CustomerSuccessBox

SEPTEMBER 29, 2022

The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. B2B SaaS businesses typically rely on their decisions on investments or IT solutions on the reliability of the brand or product. In B2B SaaS, what does time to value mean? Enhance the user interface.

SaaS 52

SaaS Metrics B2B Enterprise 52

ProProfs Blog

FEBRUARY 7, 2020

What everyone can agree on is that the very definition of customer support is constantly evolving. By definition, customer support can be considered as the technical arm of customer care. Personalization Is Key. Engagement and interaction should be personal, thoughtful, and creative. Give More Than Expected.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. Although this strategy doesn’t really improve your CRR, it definitely can help neutralize its adverse effects on your business performance in the short run. So, buckle up. How to calculate metrics to measure customer success properly.

Metrics 142

Metrics Customer retention SaaS Surveys 142

ProProfs Blog

AUGUST 19, 2020

Before we jump into anything else, let us first explore the definition of customer service standards. Bonus Tip: Emphasize the need to offer personalized experiences in your service policies. You need to realize that building customer service policies and executing them to reality isn’t a one-person job.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

ProProfs Blog

MARCH 29, 2019

By definition, Help desk is a resource that is dedicated to customer support for providing relevant information or support on any customer query. Usually, in startups, a help desk is a person who takes calls and resolves customer issues instantly. How SaaS Help Desk Software Helps in Achieving Business Goals.

Customer Support 112

Customer Support Surveys Banking SaaS 112

ClientSuccess

JUNE 15, 2020

These past six months have brought on a slew of global challenges and changes, and SaaS organizations are definitely feeling the impact. One interesting focal point of the first half of 2020 has been the rise of remote work across many industries, but especially for SaaS-based technology organizations.

SaaS 80

SaaS Technology Accountability Personalization 80

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 52

SaaS Metrics Accountability Technical Support 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Personalizing dashboard interfaces. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

ChurnZero

FEBRUARY 8, 2022

How ChurnZero helps SaaS companies onboard new customers. Operating a software marketplace used by more than 60 million software buyers annually, G2 is the definitive online destination to discover, review and manage the technology that businesses need to reach their potential. Explore ChurnZero customer reviews on G2 to learn more.

Chief Customer Officer 98

Chief Customer Officer SaaS Marketing Management 98

CustomerSuccessBox

SEPTEMBER 4, 2019

This is a definite game changer! If anything needs my immediate attention or a push I get in touch with the business user on call/email or in-person depending on the criticality of the matter, preferred channel of communication and the availability of SPOC. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox.

SaaS 78

SaaS Accountability Best practices Finance 78

Totango

AUGUST 28, 2020

A lot goes into crafting the ideal onboarding process for SaaS products. A Comprehensive SaaS Customer Onboarding Checklist. Design and implement a digital engagement strategy that allows for personalized messages to be sent at scale using automation. Why Optimizing Your SaaS Onboarding Matters.

SaaS 71

SaaS Enterprise Customer centricity Best practices 71

CrazyCall

NOVEMBER 21, 2019

Table of contents: Definition of a customer. Definition of a client. First, I’ll explain the definition of client and customer (separately) so later we can clearly see how both are different. Definition of a customer. Definition of a client. Again, let’s start with a dictionary definition.

Real estate 73

Real estate Personalization Entertainment Advertising 73

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. Impact/Outcomes Achieved (Personal & Organizational ROI). Financial Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

delighted

APRIL 12, 2024

When customers receive personalized, well-designed surveys, they’re shown that you value their experience and time. Make sure to provide definitions for acronyms and terms that your respondents may not be familiar with. Use acronyms or business jargon.

Surveys 98

Surveys Feedback B2B SaaS 98

Totango

NOVEMBER 5, 2021

TC : Yes, definitely. Specifically for purposes such as subscription renewals, it is ideal to track down the correct person. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. In that case, how did you manage that issue?

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

ChurnZero

OCTOBER 12, 2021

Onboarding Hero – Definitive Healthcare. Definitive Healthcare’s passion is to transform data, analytics, and expertise into healthcare commercial intelligence. We’re excited to recognize Definitive Healthcare as a winner of the Onboarding category for the 2021 ChurnHero Awards!

Healthcare 98

Healthcare Accountability Metrics Surveys 98

Nicereply

SEPTEMBER 4, 2023

Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? By definitive measures, yes. What is a Good NPS Score for SaaS? There are no definitive guidelines when assessing NPS scores for events – determining a good score can be challenging.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105