ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. To hear exactly what the experts had to say on how to crush onboarding, download the full eBook. Although we’ve given you a quick preview of the pressing onboarding topics we cover, we saved the best for last (and for the eBook). Customer Success Around the Web.

SaaS 59

SaaS Journey mapping Metrics Sales 59

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? SaaS-based CSMs aren’t strangers to working with product-driven data and metrics. eBook: Ultimate Guide to Customer Success Metrics. But what about how they’re using the product itself? Breaking down Average Session Duration.

SaaS 52

SaaS Metrics Surveys Feedback 52

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. How to crush SaaS customer onboarding: a roundup of expert advice.

SaaS 98

SaaS Customer retention Surveys Consulting 98

ClientSuccess

AUGUST 31, 2020

Today’s SaaS-focused customer success management teams have seen the success of their colleagues in other departments like sales and marketing and are ready to make the shift to high-impact, cloud-based customer success software. eBook: How to Build and Scale a Customer Success Team. Webinar: Customer Success SaaS Metrics. .

SaaS 105

SaaS Accountability Metrics Sales 105

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). For a SaaS company, your customers ultimately speak with their feet and their wallet in the form of renewals.

SaaS 55

SaaS Accountability Customer effort Metrics 55

JivoChat

FEBRUARY 17, 2022

Developing strategies to learn how to sell SaaS B2B can be challenging. The SaaS (Software as a Service) area also has particularities that need to be taken into consideration. But, in terms of B2B SaaS, that’s different. . B2B SaaS buyers usually are looking for one specific product that can solve their pain points.

B2B 52

B2B SaaS B2C Sales 52

Babelforce

DECEMBER 9, 2021

In this post: What is SaaS? What sets SaaS apart? How does SaaS add value to CX? CX strategies that SaaS makes possible. What is SaaS? SaaS stands for Software as a Service. Software as a service (SaaS). SaaS is the most commonly used model. What sets SaaS apart? Virtualisation ? ? ?

SaaS 52

SaaS APIs Contact Center CRM 52

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. The onboarding process is the first impression that your SaaS company makes on the customer after they’ve paid for your service. A less than ideal onboarding process can negatively impact the SaaS customer experience.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

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

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is.

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy. New resources, such as ebooks or upcoming trainings and webinars.

Customer retention 52

Customer retention SaaS Education Feedback 52

ChurnZero

OCTOBER 26, 2021

It’s particularly relevant for SaaS companies, and we’ll dive into why SaaS customer segmentation is just so important. For SaaS customer segmentation , a company’s Annual Recurring Revenue (ARR) value can be an important identifier. SaaS companies are well aware that not all their customers are the same.

SaaS 96

SaaS Revenue potential Upselling Accountability 96

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

FEBRUARY 1, 2021

eBook: The Ultimate Guide to SaaS Customer Success Metrics. You can learn more about ClientSuccess with these additional resources: Toolkit: Customer Success Trends Toolkit. Webinar: Delivering Customer Success at Scale.

Accountability 104

Accountability SaaS Education CRM 104

ClientSuccess

APRIL 30, 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. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Quick Ratio.

SaaS 46

SaaS Metrics Upselling Customer retention 46

Babelforce

JUNE 22, 2021

Is an ASP the same as SaaS? Pros of ASP Cons of ASP Your free guide to conversational AI (eBook). Is an ASP the same as SaaS? Both ASP and SaaS companies will provide you with access to a technical product because it is cheaper or easier than creating one yourself. In this post: What is an application service provider?

SaaS 85

SaaS CRM Call Center Sales 85

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

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. As with regard to SaaS start-ups, Steli Efti, CEO of Close.io The post TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK) appeared first on CrazyCall.

Call Center 52

Call Center Metrics Abandon rate Management 52

ChurnZero

APRIL 12, 2022

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. Many companies are embracing the role. Build a customer-centric organization.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

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. eBook: 5 Ways to Surprise & Delight Your Customers. Blog Posts: 3 Ways to Elevate Customer Success in Your SaaS Business.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before.

SaaS 81

SaaS Accountability Metrics Sales 81

ClientSuccess

DECEMBER 21, 2020

While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. eBook: Customer Success Best Practices form 20+ Executives. 2020 has certainly been a year to remember, whether we’d like to or not.

Finance 93

Finance SaaS Best practices Accountability 93

ChurnZero

AUGUST 17, 2021

As Customer Success is a growing department within SaaS organizations, this state list makes sense as those are also states in which there’s a density of software companies founded. Taking a targeted look at the United States, here’s the top five states that Customer Success has been the most popular as a search term. Massachusetts.

SaaS 98

SaaS Management Marketing 98

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. eBook: CSM from the Trenches: Implementing Customer Success. Usually, this requires organization-wide investment in people, processes, and tools to make this happen. Toolkit: Churn Management Toolkit. Start Here!

SaaS 76

SaaS Upselling Metrics CRM 76

ClientSuccess

JULY 20, 2021

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. The past year has highlighted precisely how critical current customers are to the success of SaaS organizations, thanks in large part to net retention rates. eBook: 3 Steps To Putting Your Customer First This Year.

SaaS 69

SaaS Customer retention Upselling Accountability 69

Cisco - Contact Center

AUGUST 3, 2020

In January, we introduced Webex Experience Management (formerly CloudCherry), our next-generation AI-powered customer experience management SaaS. Read the Webex Contact Center ebook to learn more. Bringing CX to the Contact Center Forefront. Keep an eye out for more continuous innovation from Cisco Contact Center!

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

Aspect

JULY 24, 2017

The penetration rate is only about 15%, but it is growing at a rapid 20% CAGR because historical barriers to purchase have recently been removed: low voice recognition accuracy is now comparable to the human ear, and a large upfront investment is now mitigated by the availability of cloud-based SaaS models. .

Analytics 85

Analytics Technology Contact Center SaaS 85

ClientSuccess

OCTOBER 26, 2020

In today’s ever-changing corporate landscape, modern SaaS organizations are asked to be a lot of things: employee-centric, focused on new business, and profitable against goals – just to name a few. eBook: 3 Steps to Putting Your Customer First This Year. What does it mean to be ‘customer-centric’? Is your company customer-centric?

Customer centricity 71

Customer centricity SaaS Finance Best practices 71

ChurnZero

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . This places even more pressure on SaaS companies to retain their current customers and provide a product that delights users, and dramatically increases the need to build an army of customer advocates!

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

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

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. eBook: 5 Ways To Surprise & Delight Your Customers. Toolkit: How To Build Customer Loyalty.

Surveys 83

Surveys industry standards Feedback SaaS 83

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 97

Government CRM SaaS Marketing 97

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. What’s more?

Self service 67

Self service B2B SaaS Gamification 67

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ClientSuccess

AUGUST 23, 2022

Customer success has become an increasingly critical function for SaaS organizations over the past few years. eBook: 3 Steps To Putting Your Customer First This Year. If this score is skewed high, your customer team should probably regroup on delivering a more hands-on customer experience to this account. .

Customer effort 79

Customer effort Metrics SaaS Surveys 79