ChurnZero

APRIL 12, 2022

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. let’s explore what a CCO might do for your organization specifically.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Your churn rate is the rate at which customers are leaving your SaaS product. It’s based on data.

SaaS 49

SaaS Metrics Customer retention Surveys 49

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

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

ClientSuccess

DECEMBER 5, 2022

A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. The CAB is an integral part of any successful SaaS business, so make sure to have a plan for. As a top customer success management professional in the SaaS industry, you know how vital it is to stay on top of customer needs and feedback.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

ClientSuccess

JUNE 22, 2021

Although most SaaS companies are still operating remotely, the signs are pointing to a return to offices. While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. In-person meetings, especially those with clients, require clear goals and agenda items. .

Personalization 52

Personalization Metrics SaaS Accountability 52

CrazyCall

AUGUST 8, 2019

That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. Sure you can expect a callback from that person, or you can simply set up call forwarding and reduce the number of missed calls. Right Party Contact. First Call Close.

Call Center 52

Call Center Metrics Abandon rate Management 52

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. .

SaaS 98

SaaS Accountability Personalization Education 98

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 74

SaaS Finance Metrics Upselling 74

LiveChat

JUNE 23, 2017

The SAAS industry has experienced continuous growth over the years and is only going to grow bigger. And you’ll need to exceed your sales goals to become part of the more successful and established SAAS companies. You will learn how to generate and nurture leads as well as some of the best practices in SAAS sales.

SaaS 38

SaaS Sales Best practices Enterprise 38

inSided

OCTOBER 2, 2019

That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) Traditionally in B2B SaaS companies, speaking to your customers involved webinars, meet-ups and in-person events. at the forefront of your overall business goals.

Self service 67

Self service B2B SaaS Gamification 67

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Building a personal investment in your product can excite customers. Personalize strategic efforts to their unique needs. . Toolkit: Churn Management Toolkit.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. Modern SaaS CEOs understand the importance of a strong customer success department and presence. Getting your CEO involved in customer success.

SaaS 64

SaaS Metrics Best practices Feedback 64

ClientSuccess

AUGUST 2, 2021

For CSMs, acting as the bridge between customers and a SaaS product organization sometimes requires a tricky balance. As a CSM, you maintain the majority of back-and-forth customer communication, but you are not the only person involved from your side. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

SaaS 68

SaaS Sales Personalization 68

Comm100

JANUARY 5, 2022

Over the years, SaaS developers have worked with businesses to increase the efficacy and security of this vital customer service channel: most of today’s live chat providers offer some level of password protection and data encryption to help companies manage sensitive data. High security standards . Read this guide to do this for live chat.

Government 89

Government CRM SaaS Marketing 89

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Additionally, asking a customer to participate in customer marketing initiatives can provide an additional personal touch for customers who may be feeling a little down about their service levels.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. It’s a good idea to have an understanding of their product usage, their overall customer health score, as well as their personal Net Promoter Score (NPS)®. It can be a busy selling season!

Customer retention 95

Customer retention Best practices B2B SaaS 95

ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. While it may seem as though CSMs go above and beyond for customers, they also provide a valuable service to customer success teams – and SaaS organizations in general.

Feedback 65

Feedback Customer advocacy SaaS Surveys 65

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. How are they personally measured or compensated? Ultimate Guide to SaaS Customer Success Metrics.

SaaS 40

SaaS Finance Feedback Metrics 40

ClientSuccess

MARCH 23, 2021

For most CSMs – and SaaS organizations in general – the work from home era is officially here, and has been for a while. Today, however, a year into our ‘new normal’ , video conferencing provides a much-needed element of personal connection and humanity to online calls. Treat a video call like an in-person meeting. .

SaaS 65

SaaS Personalization Accountability Sales 65

ClientSuccess

NOVEMBER 9, 2022

For many in the SaaS world, operations roles are not a new concept. For example, an operations resource on a sales team will often be the go-to person for building workflows and creating processes within a CRM. . eBook: CSM from the Trenches: Implementing Customer Success. Check out these related resources: .

SaaS 68

SaaS Metrics CRM Sales 68

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Blog Posts: 3 Ways to Elevate Customer Success in Your SaaS Business.

SaaS 75

SaaS Enterprise Feedback Surveys 75

ClientSuccess

JANUARY 30, 2023

This will depend on the experience of your CSM, the stage of your SaaS business, etc. The Volume of Customers Per CSM The third element to consider is the volume of customers each CSM can manage effectively. But a good rule of thumb is to not assign over 50 accounts. Even more ideal is to set 25-30 accounts per CSM.

Best practices 70

Best practices Accountability SaaS Enterprise 70

ClientSuccess

NOVEMBER 18, 2020

In 2020, customer success has become one of the most critical positions in any SaaS organization. While some SaaS organizations may have experienced layoffs early in the year, others are actively hiring to help with strategic pivots and new corporate goals. eBook: Customer Success as a Culture: Leaders Edition.

SaaS 59

SaaS Accountability Management Personalization 59

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics SaaS Feedback 65

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

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics SaaS Feedback 64

ClientSuccess

DECEMBER 14, 2020

The customer success function has been thrust into the spotlight at many SaaS organizations, and the health and sentiment of customers is now a company-wide initiative for many teams. eBook: Customer Success Best Practices from 20+ Executives. There is more competition than ever. Ready to learn more? Check out these resources: .

Accountability 65

Accountability SaaS Best practices Metrics 65

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. Every day, SaaS organizations make announcements about new product features, issues, alerts, and platform ideas. Ask personal questions about where they live and their families. How will this impact their current program? The bottom line .

Accountability 52

Accountability SaaS Upselling Best practices 52

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Management 58

Management SaaS Coaching Accountability 58

ClientSuccess

SEPTEMBER 22, 2021

Often, a customer’s life in a SaaS vendor organization can start to seem like a series of checkpoints, each leading to the next step in the project. These checkpoints can be in-person meetings, quarterly reviews, weekly calls, or however else your team checks in with customers.

SaaS 64

SaaS Accountability Marketing Sales 64

Nicereply

DECEMBER 20, 2022

Ebook tip: In purpose to avoid customer churn, track customers’ intentions with the right questions. Top Customer Retention Tools for SaaS Businesses to Keep Customers Hooked. How to Reduce Customer Churn with a Person to Person Etiquette in Business. It’s the “why” behind the score that provides the most insight.

Advertising 52

Advertising SaaS Metrics Surveys 52

Satrix Solutions

JUNE 10, 2020

And you’ll see an example of this later in our talk today when we offer up our free ebook. We’ve used this for a couple of our clients in various areas, including SaaS companies use this in a variety of ways to show adoption at different stages to gather feedback. This is great if you need to put it up in certain areas.

Surveys 78

Surveys Feedback SaaS B2B 78

Nicereply

MARCH 7, 2019

Sarah was effectively mentioned by almost every person that we talked to for this piece. Formerly the Director of Customer Support at Kayako, now the founder of Supported Content , it feels as though Sarah and her team keep many SaaS companies’ content afloat! Sarah Betts. that was close. Sarah Betts (@Sarahinapickle) January 17, 2019.

Engineering 94

Engineering SaaS Customer Support Personalization 94

ClientSuccess

AUGUST 21, 2019

Whether it’s changing a contract to include a new feature or paying more for personalized training, price is always going to be a factor. As customer success teams become more involved in driving revenue and upsells for SaaS products, being able to bridge the gap between price and value will become an increasingly important skill for CSMs.

Upselling 53

Upselling SaaS Education Sales 53

ClientSuccess

FEBRUARY 8, 2023

Billing delinquency : unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with. Keeping track of your customer billing delinquency incidents ensures visibility and allows for quick action.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

AUGUST 5, 2019

Most SaaS customers just want to get up and running on a platform as fast as possible and know how to use the product effectively enough to be successful. Questions about timelines and deadlines are incredibly common in SaaS onboarding because people are, in all honesty, impatient. How long will this take? Ready to learn more?

SaaS 58

SaaS Accountability Best practices Personalization 58