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 you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

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

Kayako

NOVEMBER 3, 2016

I keep hearing about SaaS. Account management isn’t new, but its role has evolved with the rise of Software as a Service (SaaS) companies. (We The role of an account manager in a SaaS company. We’ve dropped the perception that an account manager is there to manage incoming finances from clients.

SaaS 0

SaaS Accountability Management Finance 0

Callminer

OCTOBER 11, 2018

Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes. Cory holds an MBA in Logistics and Finance from the University of Tennessee. Agent Redundancy Rating.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ClientSuccess

NOVEMBER 24, 2020

While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Customer success will go from an important part of the SaaS industry to one of the most critical parts of the industry.

SaaS 113

SaaS Finance Metrics CRM 113

CustomerSuccessBox

JULY 9, 2021

Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Mapping customer journeys in SaaS is very crucial to influence every interaction and make it a positive experience so that the customer remembers and is happy to come back. Benefits of customer journeys in SaaS. Escalation.

SaaS 59

SaaS Journey mapping B2C B2B 59

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.

Best practices 128

Best practices SaaS Customer centricity Finance 128

aircall

SEPTEMBER 11, 2017

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. It is 4x more expensive for SaaS companies to gain $1 from acquiring new customers than from upselling existing customers. But if they look beyond those bottom-line concerns, they’ll also see a strong link to top-line growth.

Customer Support 115

Customer Support B2C Upselling B2B 115

CustomerSuccessBox

AUGUST 25, 2021

SaaStr 2021 gives you an opportunity to join 10,000+ Cloud and SaaS Founders, VC, and Execs. The CXO Summit , a two-day event, is one of the largest gatherings of SaaS experts in middle America. CXO Summit brings together more than 250 SaaS leaders with sponsors for a series of expert-led workshops. SaaStr Annual 2021.

SaaS 52

SaaS Finance Marketing Technology 52

Kayako

DECEMBER 22, 2016

This can be understood in the context of SaaS (software as a service) and other tech companies. This ranges from how your sales team onboards new customers through to how your finance team deals with payment problems. SaaS companies and support teams. In the SaaS model, customers liaise directly with their suppliers.

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

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

Cincom

FEBRUARY 15, 2021

Building upon Cincom’s 25-plus years of CPQ experience, CPQSync is a fully SaaS, cloud-based configure-price-quote solution that delivers an unprecedented way for companies to take the frustration out of buying and selling complex products and services. About CPQSync. Reduce errors in quotes.

Sales 98

Sales Finance Upselling SaaS 98

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. This has been repeated with mobile devices and to some extent Social, which when added to the traditional routes to market, means that a business has become multi channel.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

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

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

aircall

JUNE 28, 2022

They had the idea of creating SaaS softwares for all the key tools that businesses use, including email, media monitoring, professional credit cards, and phone calls. One lesson of Aircall is that SaaS does take time to build! But it turns out there’s no cavalry in SaaS. Sometimes SaaS life gives you a moment to breathe.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

ChurnZero

JANUARY 11, 2024

Essential insights from the 2023 Customer Success Leadership Study Webinar: Finance & CS: Charting a clear path to profitability Guide: How to sell customer success software to the C-suite The post How much do SaaS companies spend on CS? More resources on customer success budgeting Webinar: What’s next for CS?

SaaS 52

SaaS Benchmark Surveys Finance 52

Totango

OCTOBER 14, 2024

Key takeaways : The buying cycle is more complex than ever, with increased scrutiny from finance. The post The one thing SaaS go-to-market teams keep getting wrong (and how to fix it) appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Account executives can’t sell like it’s 2017 anymore. said Edward.

SaaS 71

SaaS Marketing Finance Sales 71

ChurnZero

MARCH 23, 2021

Whenever a new SaaS product is introduced to a company, there are often lots of difficulties, obstacles, and learning that’s needed to get them acclimated to the product, how to use the product, to understand it’s functionality, and it’s capability. Showing First Hand How The SaaS Platform Works, Results It Produces, and Capabilities.

SaaS 52

SaaS Finance Advertising B2B 52

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

Cincom

SEPTEMBER 4, 2020

Building upon Cincom’s 25-plus years of CPQ experience, CPQSync is a fully SaaS, cloud-based solution that delivers an unprecedented way for companies to take the frustration out of buying and selling complex products and services.

Technology 86

Technology Finance SaaS CRM 86

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 95

SaaS Customer retention Best practices Telecommunications 95

Amity

FEBRUARY 19, 2017

For fast-growing SaaS companies, life is good in many ways. But it also creates a new and challenging problem: SaaS companies have to build proactive relationships to keep that recurring revenue coming in. In many ways, Customer Overload is like managing your finances using a shoebox. It is a backward way to manage customers.

SaaS 82

SaaS Finance Education Management 82

Totango

MARCH 16, 2021

Typical stages which may be covered in a SaaS context include: Awareness: through marketing efforts, prospects become aware of a brand and its value proposition. However, the specifics vary significantly, particularly in a SaaS context, because of differences in marketing, customer engagement, and customer personas.

B2C 118

B2C B2B Journey mapping SaaS 118

Totango

NOVEMBER 8, 2023

Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.

Enterprise 95

Enterprise Finance SaaS Analytics 95

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

CSM Magazine

NOVEMBER 11, 2021

As CFO, Bernander will oversee global accounting, finance, treasury, tax and legal functions. “As Bernander is a CPA and joins with an extensive background of more than 15 years in financial leadership roles at global SaaS and technology companies. In April, Calabrio became just the fifth Minnesota-based technology unicorn.

SaaS 59

SaaS Finance Contact Center Analytics 59

ClientSuccess

MARCH 21, 2023

Many SaaS firms overlook post-sale CRM use or struggle to find something that meets their needs for data capture and reporting in the customer success lifecycle. If your team is thinking about leveraging a CRM during the post-sales cycles of your SaaS business, here are a few tips to keep in mind: 1.

CRM 75

CRM Sales SaaS Finance 75

ConvergeOne

AUGUST 17, 2021

This is due in most part to the consumption models of cloud, SaaS, and hybrid offers that are now available. Finance will ask for this, so let’s be ready. If so, finance may ask you to hold off. Modernization: The concept isn’t new, but the form factor may be. Five Items to Consider for Modernization. Sweating Assets.

Finance 81

Finance SaaS Contact Center Technology 81

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

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

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.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

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. One characteristic that is often overlooked (or left out completely) is being customer-centric. What does it mean to be ‘customer-centric’?

Customer centricity 71

Customer centricity SaaS Finance Best practices 71

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

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. He shares how organizations can identify and solve customer pain points. What are customer pain points?

Advertising 120

Advertising SaaS Multichannel Wait times 120

ClientSuccess

JUNE 22, 2020

In 2020, it seems as though there is a technology solution for everything – especially for SaaS organizations and teams. Most high-yield SaaS sales teams rely on CRM platforms to move customers through prospecting stages and the sales lifecycle. Once customers actually become, well, customers, this is where things can often break down.

CRM 64

CRM Sales Management SaaS 64

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