CSM Practice

MAY 13, 2020

SaaS companies also need to shift their focus to customer success and operationalize customer-centricity. ? Get Updates about your Customer. SaaS businesses must also be prepared to make quick changes to their offering in favor of customer needs as we navigate these uncertain times. 3. Adjust Your Metrics and KPIs.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Be Lean and Agile to Reduce Customer Churn in SaaS.

SaaS 77

SaaS Best practices Enterprise Finance 77

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if youre measuring what really matters. all the metrics your CEO and CFO care about) and set the context for their usage. all the metrics your CEO and CFO care about) and set the context for their usage.

SaaS 52

SaaS Metrics Surveys Enterprise 52

aircall

SEPTEMBER 11, 2017

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. Marketing Metrics ). It is 4x more expensive for SaaS companies to gain $1 from acquiring new customers than from upselling existing customers. These customer support statistics tell that revenue-related story. Zendesk ).

Customer Support 115

Customer Support B2C Upselling B2B 115

Lumoa

MAY 21, 2018

However, the back-office functions, like HR or Finance are involved into CX very seldom. Finance You might ask "How could a finance department influence customer experience?" Turns out, the job of finances is no longer hidden from consumers. Turns out, the job of finances is no longer hidden from consumers.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

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

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. million round of financing led by Grotech Ventures in 2017.

SaaS 98

SaaS Metrics Sales Marketing 98

ChurnZero

JUNE 23, 2023

Not too long ago, SaaS companies were focused on growth at all costs. Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. Source: SaaS Capital’s 2023 SaaS Retention Benchmarks for Private B2B Companies This benchmark varied by ACV.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

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. Instead, every single department – from marketing to product to finance – should be accountable for ensuring amazing customer experiences.

Finance 93

Finance SaaS Best practices Accountability 93

CustomerSuccessBox

MARCH 14, 2022

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. Especially in the SaaS industry, where customer retention is the lifeblood of the SaaS business, you need to make sure that you provide an outstanding experience to your customers by planning a smoother post-sales process with a clear-cut checklist.

CRM 52

CRM SaaS Sales Journey mapping 52

Interaction Metrics

APRIL 17, 2025

At Interaction Metrics, we help organizations of all sizes improve how they collect and use feedback. Ill get to the top 17 Qualtrics alternatives in just a minute, but first, a shameless plug for Interaction Metrics. Metrics Cards display real-time scores. No software setup, no design headaches, no analysis left to guesswork.

Surveys 48

Surveys Enterprise B2B Analytics 48

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. What are your metrics? What are your goals?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

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. Gathering Critical Data and Metrics for Better Decision Making.

SaaS 74

SaaS Finance Metrics Upselling 74

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. A close second, however, is metrics. Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks.

SaaS 64

SaaS Finance Benchmark Upselling 64

aircall

SEPTEMBER 7, 2022

Aircall, the cloud-based business phone , today announced the appointment of John Kinzer, experienced SaaS operator and CFO, to the company’s Board of Directors. . Kinzer brings more than three decades of experience in finance, mostly with SaaS companies.

SaaS 62

SaaS Finance Metrics Management 62

ChurnZero

JUNE 7, 2019

As he moved into growth-stage SaaS at PeopleMatter and Snag, Jason pointed his focus to driving revenue growth and customer outcomes. A: I have always worked in technology, whether in consulting, consumer tech or B2B SaaS. Product, marketing, sales – heck, even finance – have a huge role to play in CS. .

SaaS 73

SaaS B2B Consulting Consulting 73

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. finance, construction, healthcare). Kristina: CX has really evolved over the past decade.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ChurnZero

JUNE 8, 2022

A typical company, ours included, buys 50 to 70 SaaS products. I am certain that we run ChurnZero’s business using data from no less than two dozen SaaS products: Customer Success platform, CRM, marketing automation, support, finance, HR and more. Finance can forecast renewals better. ChurnZero understood this early.

Finance 52

Finance SaaS CRM APIs 52

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. Ultimate Guide to SaaS Customer Success Metrics. Ensure CSMs Are Aligned to Customers’ Goals & KPIs.

SaaS 40

SaaS Finance Feedback Metrics 40

ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Who Owns SaaS Customer Expansion and Renewal? What is subscription billing software? Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

Outsource Consultants

MARCH 2, 2025

Do you need a provider with experience in compliance-heavy industries like healthcare (HIPAA) or finance (PCI DSS)? A SaaS company might require specialized agents for technical troubleshooting and user assistance. Scrutinize Performance Metrics A reputable call center should be transparent about their performance metrics.

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

ChurnZero

FEBRUARY 7, 2020

It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. 72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. Leverage digital email/in-app metrics as a way to track overall engagement 2.

SaaS 64

SaaS Transportation B2C Customer retention 64

Amity

MAY 24, 2016

“Customer success in a SaaS or subscription business is all about teamwork, coordination and collaboration. The leaders of the customer success team should be able to interface with sales, marketing, product, engineering, support, services, finance, etc. That said, any SaaS CS leader also needs to be a technologist at heart.

SaaS 84

SaaS Engineering Finance Metrics 84

CustomerSuccessBox

SEPTEMBER 4, 2019

The Accounts/Finance to raise invoices or confirm if the payment has been made. You also decide on the metric for success so that you can quantify the ROI of the project further down the line. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox. Training, and implementing creative solutions.

SaaS 78

SaaS Accountability Best practices Finance 78

Satrix Solutions

APRIL 2, 2018

What Customer Success metrics / key performance indicators are most important to your customers? Specifically, they’re looking at objective metrics like product usage, feature adoption, Net Promoter Score , and so on. For CSMs, the importance of specific metrics often depends on their customer segments. About Craig Soules.

SaaS 60

SaaS B2B Metrics Accountability 60

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. A close second, however, is metrics. Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks.

SaaS 52

SaaS Finance Benchmark Upselling 52

Cincom

FEBRUARY 21, 2025

Dashboards should track key metrics such as quote conversion rates, average deal sizes, approval times, and discounting patterns. CPQ software integrates seamlessly with CRM and ERP platforms to ensure data consistency across sales, finance, and operations. How does CPQ software integrate with CRM and ERP systems?

Engineering 40

Engineering CRM Analytics Sales 40

TeamSupport

JULY 27, 2020

In an uncertain economic environment it is easy to focus on how to win new business when it seems that no potential customer wants or is too afraid to buy—especially in the monthly recurring subscription model, such as with many SaaS (software-as-a-service) firms. Reassure customers of the health of your own company.

B2B 90

B2B Finance Metrics SaaS 90

ChurnZero

JUNE 8, 2022

Finance needs the data to forecast renewals. A typical company buys 50 to 70 SaaS products. I want the metrics where I am—Salesforce, Zendesk or maybe Slack—when I need them. You don’t have time to go into Salesforce to get customer information, nor do you have time to learn the new finance system to get updated numbers.

Finance 52

Finance SaaS APIs Customer centricity 52

ClientSuccess

JULY 1, 2019

While a CSM may be ultimately responsible for retaining and growing his or her accounts, most organizations are on a mission to serve the end customer, and therefore every department – from Finance to HR to Marketing to Product Development – should hold responsibility to some degree for customer success. Services: Customer Effort Score (CES).

Finance 49

Finance Upselling SaaS Metrics 49

Amity

MAY 6, 2018

Onboarding a new SaaS customer heralds new beginnings and is a time when they are enthusiastic about beginning their customer journey. To get you started, use these tips for SaaS onboarding: DO start With a Plan. In SaaS customer success, two of the most important aspects of adoption is the onboarding and training periods.

SaaS 96

SaaS Self service Sales Finance 96

Amity

FEBRUARY 14, 2018

Now, that stat may or may not be accurate for your company’s particular situation (or anyone’s), but the point is that in the SaaS world, having a low churn rate is important. You should always track metrics around onboarding and the milestones that they should hit. Would you do it? Not achieving value. Purchased too soon.

Morale 69

Morale Finance Metrics Analytics 69

ClientSuccess

DECEMBER 10, 2019

In the modern SaaS landscape, the two paths of Customer Success and Customer Experience (CX) – although closely related – have slowly but surely diverged. It will quickly become extremely obvious to customers if there is an executive who isn’t 100% on board with a company’s mission, vision, goals, and success metrics.

Customer Experience 52

Customer Experience Finance Upselling SaaS 52

CSM Practice

MAY 16, 2020

SaaS companies also need to shift their focus to customer success and operationalize customer-centricity. ? Get Updates about your Customer. SaaS businesses must also be prepared to make quick changes to their offering in favor of customer needs as we navigate these uncertain times. 3. Adjust Your Metrics and KPIs.

Best practices 52

Best practices SaaS Customer centricity Finance 52

ClientSuccess

DECEMBER 10, 2019

In the modern SaaS landscape, the two paths of Customer Success and Customer Experience (CX) – although closely related – have slowly but surely diverged. It will quickly become extremely obvious to customers if there is an executive who isn’t 100% on board with a company’s mission, vision, goals, and success metrics.

Customer Experience 52

Customer Experience Finance Upselling SaaS 52