Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. How SaaS Enterprises Can Streamline New User Onboarding. Proactively Optimizing SaaS Onboarding.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred.

Upselling 98

Upselling SaaS Sales Accountability 98

ShepHyken

FEBRUARY 18, 2020

How to Fish the “Big Data Lake” for Customer Experience Insights. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Improving your NPS rating alone will not necessarily lead to an increase in sales.

Big data 310

Big data SaaS Employee engagement Customer Experience 310

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. How exactly do you get customers to embrace your product instead of simply moving them through the motions and hoping something sticks? Segment for Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Upselling 98

Totango

JULY 31, 2024

In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.

Enterprise 101

Enterprise Sales SaaS Marketing 101

JustCall

FEBRUARY 17, 2022

Want to ramp up to more than 100 cold calls in a day with a powerful sales dialer? Well, we know how difficult it gets to meet sales quotas, when you’ve got to deal with the mess of finding lead numbers, then dialing them manually, and ending up on a dial tone. What is a Sales Dialer? Autodialer for Sales Teams.

Sales 104

Sales Abandon rate Real estate voip 104

AWS Machine Learning

OCTOBER 29, 2024

Furthermore, these notes are usually personal and not stored in a central location, which is a lost opportunity for businesses to learn what does and doesn’t work, as well as how to improve their sales, purchasing, and communication processes. You can use Amazon S3 to securely store objects and also serve static websites.

Engineering 112

Engineering APIs Sales Enterprise 112

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. Next, we’ll share six keys to effective SaaS customer engagement.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Are these are your customer success managers or sales reps or onboarding managers? How do you centralize all of that?

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Integrity Solutions

JANUARY 28, 2021

It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on. In some industries, average sales rep tenure is just two years.

Sales 114

Sales Coaching Morale SaaS 114

Help Scout

JUNE 24, 2021

Getting someone to make a one-time purchase is difficult enough, but for SaaS companies that rely on repeat business, the task is even tougher. To help you make the right choice when it comes to tools, we’ve done some research to uncover the nine best help desks for SaaS companies. Key features to look for in a SaaS help desk.

SaaS 85

SaaS Self service CRM Analytics 85

ChurnZero

FEBRUARY 7, 2025

Many companies rely on customer relationship management (CRM) systems to handle sales pipelines and track customer interactions. While CRM tools are indispensable for managing sales, theyre not always designed with customer success in mind. How to combine CSP and CRM data to fight churn more effectively. Ready to take action?

CRM 59

CRM Upselling Best practices Analytics 59

Nicereply

OCTOBER 11, 2024

We’ll also review how to measure customer satisfaction, along with some tips on how to improve it. Customer satisfaction refers to how well your company’s products or services meet or exceed your customers’ expectations. If you have a SaaS or Tech brand, check out G2 and Capterra. What is customer satisfaction?

Customer retention 52

Customer retention Surveys Feedback Education 52

ProProfs Blog

DECEMBER 27, 2018

Lead generation, sales, and operations continue to be the top business goals, but customer service is the foundation of organizational success. Before we discuss how SaaS help desk software enables you to accomplish your business objectives, let us quickly learn what a help desk software tool is. Try ProProfs Help Desk for Free.

SaaS 109

SaaS Airlines Customer retention Finance 109

Help Scout

SEPTEMBER 21, 2023

The constant changes ins SaaS software can create extra work for support teams, and can require an almost sales-like approach. Here's how to succeed through periods of change. Read the full article

SaaS 85

SaaS Sales 85

CrazyCall

APRIL 9, 2019

There are dozens of hundreds of rankings devoted to sales influencers and experts across different industries and the world in general (we’ve also published one ). We’ve decided to remedy the situation and created a list of 18 saleswomen who in our view play an essential role in the world of sales. Tiffani Bova. Tiffani Bova.

Sales 133

Sales Consulting Consulting Coaching 133

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies.

B2B 88

B2B SaaS Education Brand ambassadors 88

Nicereply

NOVEMBER 21, 2022

Considering that the SaaS industry is a competitive one, customer retention is crucial. That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions. Why is Customer Retention Critical for SaaS? How to Calculate CRR? ServiceBell.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. This shows just how important user adoption is for your bottom line.

SaaS 94

SaaS B2B Accountability Marketing 94

ClientSuccess

SEPTEMBER 28, 2020

Customer success is a unique department within a SaaS organization. While it engages with nearly every single other department on a daily basis, it is still sometimes considered a ‘younger brother’ to the flashier sales team. The post How to Get Executive Buy-In for Customer Success Software appeared first on ClientSuccess.

SaaS 105

SaaS industry standards Benchmark Accountability 105

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. How to calculate metrics to measure customer success properly. How to improve the metrics for measuring customer success. How to Measure Customer Churn Rate? Customer Churn Rate Formula: How to Improve Customer Churn Rate?

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Customer Success Compensation Catches Up to Sales. So much more happens after that initial sale.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. But with effective customer success, it’s possible to attain those extra gains from the SaaS revenue model. Stay tuned and read on to incur extra SaaS revenue.

SaaS 98

SaaS Benchmark Upselling Metrics 98

JustCall

APRIL 13, 2020

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. We spoke to a few leaders and experts from across industries to understand what remote sales practices, and hacks they are using. Tips, Tricks, and Hacks for Remote Selling.

Sales 98

Sales CRM Chatbots Analytics 98

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ProProfs Blog

AUGUST 21, 2020

Since most stores and offices are temporarily shut, customers don’t know how to reach out to their favorite brands. While the mechanic is fixing the brake pads, your sales rep shares how he encountered a similar experience once and reflects similar emotions of sadness and fear. Mind Your Corporate Social Responsibilities.

Sales 158

Sales Morale Personalization Scripts 158

ProProfs Blog

MARCH 20, 2020

In this post, we’re showing how your CAC may impact the business results, why you should keep track of it, and how to do so to make sure your business is on the right path. . How to calculate CAC? How to keep it at an optimal level and stay on top of it? . How to Calculate Customer Acquisition Cost. Let’s start!

Sales 137

Sales Marketing Finance Advertising 137

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

ChurnZero

JUNE 2, 2021

How does your company stack up to its peers in this regard? SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. Q&A Recap. I think you can actually do it. .

Benchmark 98

Benchmark SaaS B2B B2C 98

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. NRR matters to SaaS executives and investors.

SaaS 98

SaaS Metrics Customer retention Upselling 98

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. During the session, we covered: A brief history of SaaS metrics and where they are headed. Key SaaS and Customer Success metrics you should care about.

SaaS 98

SaaS Metrics Surveys Enterprise 98

ProProfs Blog

OCTOBER 25, 2017

When purchase-ready customers visit a company’s website, here’s what they usually expect: Information about the product – features, limitations, how to get started. When sales/customer support personnel personally reach out to customers via social media, it can have a positive influence on brand reputation.

Customer Support 150

Customer Support call center software Analytics Call Center 150

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 Accountability Metrics Sales 105

CSM Practice

AUGUST 3, 2020

That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. The land and expand process, like a sales process, should have defined stages, activities, and objectives. Duration of Sales Cycle. Type of Upsell.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

ProProfs Blog

AUGUST 19, 2020

Now, businesses can have a hard time deciding which customer-facing email account (sales@, support@, refunds@, billing@, etc.) Measuring the performance of your support agents is important as it allows you to gauge employee efficiency, determine how to properly compensate your workforce, and improve the overall productivity.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Gaetano is the Director of Demand Generation at Nextiva with a proven track record of success working with B2B SaaS brands like Sales Hacker, Outreach.io, and Pipedrive.

Surveys 277

Surveys Customer Service B2B SaaS 277