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

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

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

ClientSuccess

MARCH 21, 2023

From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. 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.

CRM 75

CRM Sales SaaS Finance 75

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

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. CRMs are absolutely a must for automating and scaling sales operations.

CRM 96

CRM Sales Accountability Analytics 96

ClientSuccess

JUNE 22, 2020

In 2020, it seems as though there is a technology solution for everything – especially for SaaS organizations and teams. Given the name, it is interesting that CRM is mostly associated with pre-sales and sales activities and not post-sale activities. Your company’s CRM process should be seamless from pre- to post-sales.

CRM 64

CRM Sales Management SaaS 64

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. We “do” marketing and sales, but the customer “does” their experience! And things are still changing fast!

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

CustomerSuccessBox

MARCH 14, 2022

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. The Post Sales Process’. Post-Sales refers to a collection of processes that you need to perform after a customer purchases your service. While all of these activities could be performed using a Post-sales CRM.

CRM 52

CRM SaaS Sales Journey mapping 52

CSM Practice

MAY 13, 2020

Recent research by Gainsight has shown that 65-80% of companies are on a hiring freeze for the next few months, 30-45% have halted hiring indefinitely, and 60-70% of sales leaders polled reported a delay in sales cycles. These numbers are an indication that sales are slowing down.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Kayako

DECEMBER 22, 2016

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. 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.

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

Lumoa

MAY 21, 2018

However, the back-office functions, like HR or Finance are involved into CX very seldom. Sales The role of Sales, just as the role of Marketing, is enormous in building customer experience, especially the initial impression of the brand. And usually, the personal interactions start exactly with sales. That's fair.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

Totango

MARCH 16, 2021

A full journey map covers all stages from lead acquisition through subscription renewals, upsells, and referrals, although some maps abbreviate this to focus on the post-sales part of the process. B2C marketing and sales may aim at the general consumer, while B2B may be more industry-specific and customized.

B2C 118

B2C B2B Journey mapping SaaS 118

aircall

JUNE 7, 2021

The best product or service in the world will never get off the ground without a high-performance sales team to close its deals. . Developing a team like that requires you to attract and retain top-level sales talent. That means building the best sales compensation model you can to incentivize your sales professionals.

Sales 62

Sales Finance Accountability Best practices 62

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. Our sales team started to call every single customer we had to make them add a user or a number. . real headquarter for Aircall—not only a remote sales office.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

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

Cincom

SEPTEMBER 4, 2020

According to Susan Fine, Cincom Director of Channels and North American Sales, “With Covenant’s focus on maximizing their client’s investment in Microsoft technologies, they are a great partner for CPQSync by Cincom, which further extends the value.”.

Technology 86

Technology Finance SaaS CRM 86

Totango

OCTOBER 14, 2024

Key takeaways : The buying cycle is more complex than ever, with increased scrutiny from finance. Marketing if selling to sales, or vice versa) want to be prepped and demo’ed to see if the solution can help them as well. And that’s if sales reps are even still able to do it—over 60% of account executives are not hitting quota.

SaaS 71

SaaS Marketing Finance Sales 71

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

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

Amity

FEBRUARY 19, 2017

For fast-growing SaaS companies, life is good in many ways. It means there is healthy demand for the product and sales are climbing. But it also creates a new and challenging problem: SaaS companies have to build proactive relationships to keep that recurring revenue coming in. It is a backward way to manage customers.

SaaS 82

SaaS Finance Education Management 82

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. Talk to your sales and customer support teams. He shares how organizations can identify and solve customer pain points.

Advertising 120

Advertising SaaS Multichannel Wait times 120

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

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

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

ChurnZero

AUGUST 14, 2020

Its workstreams rely upon inputs such as sale’s manual data entry and gut instincts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). Sales or Sales Operations.

CRM 87

CRM Finance Upselling Accountability 87

JustCall

FEBRUARY 11, 2022

Bagging a sales job is like closing a sales deal. Good news is you can master both getting a sales jobs and making sales pitches. So, if you’re eyeing a new sales role, you’ve come to the right place. In this guide, you’ll learn everything about how to land a high-value sales job.

Sales 52

Sales B2C B2B call center software 52

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. The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS. Dave: It’s really hard.

SaaS 52

SaaS Metrics Surveys Enterprise 52

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. His experience across sales, marketing, product and customer success have allowed him to help clients focus on customer-first experiences. Q: What drew you to working in Customer Success?

SaaS 73

SaaS B2B Consulting Consulting 73

Solvvy

JUNE 22, 2022

Sales Experience. The sales experience involves sharing information about products and services with potential customers. Conversational AI can help ecommerce enterprises ensure that online shoppers can find the information they need. Additionally, conversational AI creates personalized, convenient, and loyalty-building experiences.

Chatbots 119

Chatbots Banking Self service Finance 119

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

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

ChurnZero

JANUARY 6, 2025

We asked ChurnZero’s network of expert partners and SaaS thought leaders to weigh in. It could be anything from securing renewals to handing off qualified leads to sales, but it is critical that CS leaders quantify and share the real revenue their teams are contributing to the company. Its a bumpy road to the top.”

SaaS 52

SaaS Customer advocacy Best practices Finance 52

Cincom

JUNE 23, 2020

According to Susan Fine, Cincom Director of Channels and North American Sales, “We are thrilled to welcome Ciellos to our TeamSync Partner Program. Their focus on Microsoft Dynamics technologies and expertise in Dynamics Finance and Operations is helping our customers maximize their investments in CPQSync.”.

Finance 64

Finance SaaS CRM Enterprise 64

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth.

SaaS 64

SaaS Finance Benchmark Upselling 64

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. Include training options in your onboarding plan as you transition your customer out of the sales process.

SaaS 96

SaaS Self service Sales Finance 96