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

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

SaaS 59

SaaS Metrics Accountability industry standards 59

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need.

Call Center 52

Call Center Metrics Abandon rate Management 52

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 sales team will tell you: getting new customers can be difficult. 1: Customer Retention Rate.

SaaS 49

SaaS Metrics Customer retention Surveys 49

ClientSuccess

JUNE 15, 2022

The world of SaaS vendors is constantly changing, and keeping up with the new trends, strategies, and ideas isn’t always easy. Just as there are always new ideas around succeeding in sales or marketing, it’s crucial to stay up to date on some of the innovative ways to connect and engage with SaaS customers.

SaaS 52

SaaS Education Sales Marketing 52

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. Best customer success software = the best results .

SaaS 76

SaaS Upselling Metrics CRM 76

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

SmartKarrot

FEBRUARY 12, 2021

SaaS (software as a service) companies have seen an exponential growth in the business sphere. There is some insightful content around SaaS that can be an inspiration to readers. The 20 Best SaaS Blogs You Must Follow. All That SaaS. The blog is run by Dan Decker, a SaaS industry expert. . contact-form-7].

SaaS 23

SaaS B2B Metrics Sales 23

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). Your sales and service teams are aligned with homogenous information about customers.

Sales 69

Sales Customer Service Upselling CRM 69

ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. 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.

SaaS 105

SaaS Metrics Accountability Sales 105

ChurnZero

APRIL 12, 2022

SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. For example, your sales and marketing teams may create amazing customer experiences at their own touchpoints, ranging from brand awareness to conversion. For the most part, SaaS companies focus on ongoing revenue.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

ClientSuccess

NOVEMBER 9, 2022

For many in the SaaS world, operations roles are not a new concept. High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. eBook: CSM from the Trenches: Implementing Customer Success.

SaaS 68

SaaS Metrics CRM Sales 68

ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. eBook: 3 Steps To Putting Your Customer First This Year.

Upselling 75

Upselling SaaS Sales Metrics 75

ClientSuccess

AUGUST 8, 2017

Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. Aaron Fulkerson is the CEO of MindTouch and a leading innovator in open-source & SaaS software.

Sales 40

Sales Journey mapping SaaS Marketing 40

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. The post-sale survey. Sales typically sets the customer journey stage with first impressions, so you want to make sure things are off to a good start.

Surveys 83

Surveys industry standards Feedback SaaS 83

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

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. eBook: 5 Ways To Surprise & Delight Your Customers. Building a personal investment in your product can excite customers. Toolkit: Churn Management Toolkit.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

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. or “What do our current customers feel about the handoff from sales to customer support and how can we improve this process?”

Customer centricity 71

Customer centricity SaaS Finance Best practices 71

ClientSuccess

MARCH 2, 2021

For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. While Account Executives (AEs) have been managing customer accounts for many years now, the rise of the Customer Success Manager in the SaaS space has created some overlap – and confusion – between the two roles.

Accountability 62

Accountability Management Upselling SaaS 62

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

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. For decades, companies were foundationally built around new customer sales and logos, leaving customer relationship building a secondary effort.

SaaS 64

SaaS Metrics Best practices Feedback 64

ClientSuccess

MARCH 4, 2019

Your sales and customer success teams must ensure your new customers receive the promised value and results. So what does a successful knowledge transfer look like for a SaaS business between your Account Executive and Customer Success Manager? Customer success should make up the DNA of your company culture , no matter the department.

Sales 42

Sales SaaS Accountability Management 42

ClientSuccess

AUGUST 31, 2022

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. Sales teams run business reviews to keep salespeople on track toward their goals. eBook : 5 Ways To Surprise & Delight Your Customers. This is called a Customer Business Review. . Toolkit: How To Build Customer Loyalty.

Benchmark 77

Benchmark SaaS Accountability Analytics 77

ClientSuccess

JULY 6, 2022

Instead of getting a free sandwich after ten purchases, however, a SaaS organization’s customer loyalty program goes above and beyond a simple gift. It combines customer success, marketing, and sales and definitively thanks your customers while giving them new reasons to connect with your team. How to build one in your organization.

SaaS 79

SaaS Surveys Feedback Marketing 79

ClientSuccess

FEBRUARY 1, 2021

Customer success teams with little to no technological support are looking to invest in a solution for the first time, while other teams may be looking to transition from a sales-focused CRM to a more dedicated account management solution. eBook: The Ultimate Guide to SaaS Customer Success Metrics.

Accountability 104

Accountability SaaS Education CRM 104

ClientSuccess

AUGUST 2, 2021

For CSMs, acting as the bridge between customers and a SaaS product organization sometimes requires a tricky balance. Who knows – transparency with customers could help your sales team close new deals! eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused. Make transparency a core corporate goal. .

SaaS 68

SaaS Sales Personalization 68

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

APRIL 2, 2019

Establishing Your Sales to Customer Success Handoff Score. Essentially, the same grades a marketing team gives new prospects should line up perfectly with the opportunity scores from a sales team and the customer risk scores of a customer success team. How to Start Building Your Sales to Customer Success Handoff Score.

Sales 45

Sales Journey mapping Metrics Accountability 45

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. Modern SaaS customers have come to expect a certain level of service and attention from the vendors they work with. Delivering an optimal experience to customers.

SaaS 65

SaaS Metrics Accountability CRM 65

aircall

AUGUST 5, 2022

Strategically aligning sales and marketing . To increase your chances of success, it’s key to align your sales and marketing teams. . It’s important to strategically align sales and marketing. When it comes to lead-nurturing and follow-up at any SaaS company, it can help to segment leads based on these two metrics: .

Sales 62

Sales SaaS Marketing Personalization 62

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . Share new content and resources with your customer contacts, including eBooks, webinars, and product notes, to help boost their product value. Ready to learn more?

Benchmark 59

Benchmark Upselling SaaS Accountability 59

ChurnZero

OCTOBER 26, 2018

Strategies for an Effective Partnership between Customer Success and Sales. The handoff of a new customer between Sales and Customer Success is a critical moment in the customer lifecycle. In this session, Abby Hammer and Casey Altieri from ChurnZero shared tips to clarify and strengthen your knowledge transfers from Sales to CS.

Sales 56

Sales Upselling Accountability Best practices 56

ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning.

SaaS 59

SaaS Accountability Sales Management 59

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. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

SaaS 40

SaaS Finance Feedback Metrics 40

ClientSuccess

FEBRUARY 21, 2022

As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. eBook: How to Become an Elite Customer Success Leader. Toolkit: Sales, Marketing & Customer Success Alignment Toolkit.

Upselling 68

Upselling Metrics SaaS Customer effort 68

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). One of the most critical stages of the customer lifecycle is the sales handoff.

Sales 40

Sales Upselling Best practices SaaS 40

Amity

DECEMBER 9, 2016

Pay attention in pre-sales calls. Whether your team then passes them on to a sales representative or answers the questions themselves, pay attention to the top queries that come in. The quotes are used in blog posts, ebooks, on social media, across the website, and in many more locations. Manager of Growth Marketing, Sarah E.

Marketing 109

Marketing SaaS Sales Surveys 109