ChurnZero

FEBRUARY 22, 2019

Churn Monster #9: Cheater Customer. It’s time to talk churn monsters again. This month’s customer churn risk is a cheater. A cheater is a customer who is actively being wooded by one (or maybe even more) of your competitors in attempts to steal their business. Churn Monster #1 – Disengaged Customer.

Churn 40

Churn Marketplace as a Service Customer Success Subscription 40

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

VP of Engineering 53

VP of Engineering Customer Success Scale Marketplace as a Service 53

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. “We deliver more than a Customer Success platform to our customers; we’re also their partners.

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. million trusted user reviews.

Software Review 52

Software Review Technical Review Software Marketplace as a Service 52

SmartKarrot

OCTOBER 21, 2021

Role: Director, Customer Success Location: Remote, United States Organization: FloQast As a Director of Customer Success, you will ensure the CS organization enables customers to reach desired outcomes while providing a great customer experience.

Customer Success 19

Customer Success Marketplace as a Service Technical Review Systems Review 19

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC.

Communication 100

Communication Marketplace as a Service Technical Review Engagement 100

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Marketplace as a Service 93

Marketplace as a Service Social Media Customer Success Enterprise 93

User Pilot

MAY 23, 2023

Next, proactively tackling areas of friction to drive down the churn rate. Finally, the better the customer experience you deliver, the more loyal your customers will be – and the greater advocates for your product. AI can help you slash potential churn rates. Just provide a script, and AI will work its magic!

Artificial Intelligence 94

Artificial Intelligence AI SaaS Payments Payment Solutions 94

SmartKarrot

NOVEMBER 8, 2023

In the ever-evolving landscape of the business world, customer success has become an essential component for sustainable growth of business and long-term prosperity. Today, we will dive into the Top 7 Must-Have Customer Success Playbooks , which are indispensable for business growth.

Customer Success 10

Customer Success Marketplace as a Service Churn Onboarding 10

ChurnZero

DECEMBER 14, 2023

In a sense, it was originally more like a lead generation service, or marketplace for barbershops. 5 lessons in customer success from Squire The fireside chat was full of lessons that customer success professionals can learn from. No company can make every customer happy all the time.

Payment Solutions 52

Payment Solutions SaaS Payments Payment Methods Scale 52

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. “We deliver more than a Customer Success platform to our customers; we’re also their partners.

Marketplace as a Service 52

Marketplace as a Service Technical Review Headcount Software Review 52

OpenView Labs

JANUARY 13, 2022

It requires rethinking everything from billing and revenue forecasting, to the role of Account Executives, to how to drive a customer success mindset across the entire organization. Plus companies face significant change management hurdles if they choose to migrate their legacy subscription customers onto a new pricing model. .

Pricing 82

Pricing Payment Services SaaS Payments Payment Solutions 82

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based their renewal decisions on emotional connections, financial realities, and the amount of trust they have that a service can deliver sustained value.

Strategy 62

Strategy Marketplace as a Service Software Review Construction 62

OPEXEngine

OCTOBER 5, 2021

But while software’s success in the marketplace has lifted the valuations of software companies, our analysis suggests that some firms may still be undervalued. In more mature software companies, we see oversized returns for companies that are moving to software-as-a-service subscription models (see Figure 1). Sticky after all.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

SaaStr

JUNE 3, 2020

The SaaS Trust Crisis is making it harder to market and sell software and services than ever before. And today, I’m very excited to be the co-founder and CEO of G2 where we’re building the world’s leading marketplace for SaaS software. The situation is getting worse. Godard Abel | Co-Founder and CEO @ G2.

Software Review 178

Software Review Scale Technical Review SaaS 178

OpenView Labs

NOVEMBER 30, 2021

Don’t forget that your best source of growth is usually right in front of you: your existing customers. Start by tackling churn since expansion only takes you so far if you’re trying to expand fewer and fewer customers. Marketing: Market to existing customers rather than just prospects.

Payment Services 80

Payment Services Benchmarks SaaS Payments Merchant Services 80

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Escalate issues/cases to the Customer Success Director when needed.

Customer Success 10

Customer Success Sales Hiring Marketplace as a Service Scale 10

SmartKarrot

APRIL 9, 2021

Role: Director of Customer Success Location: Columbia, MD, US Organization: Authority Brands As a Director of Customer Success, you will measure and manage customer success, engagement, and support. Staff and manage a 24×7 service desk providing level 1-2 support for Canopy customers.

Customer Success 10

Customer Success Sales Recruiting Marketplace as a Service Consulting 10

BrightBack

APRIL 12, 2019

Copper (formerly known as ProsperWorks) is the leading Customer Relationship Management (CRM) for G Suite and recommended by Google's G Suite Marketplace. Laser-focused on improving product experience and reducing churn. The company needed a systematic way to identify, segment and assess the reasons customers were canceling.

Retention 40

Retention Marketplace as a Service Customer Lifetime Value Churn 40

Intercom, Inc.

APRIL 7, 2022

The company kickstarted the SaaS revolution we know so well today, but as SaaS was booming, so too was churning. Businesses quickly realized they were spending a bit too much on awareness and customer acquisition and not nearly enough on retention. And that, according to Catherine Blackmore , was the dawn of customer success.

Customer Success 118

Customer Success Technical Review Sales Hiring VP of Engineering 118

SmartKarrot

JULY 5, 2021

Role: Director, Customer Success (Federal) Location: Arlington, VA, US Organization: Decision Lens As a Director of Customer Success, you will manage the Federal customer success team through recognition, training, mentoring, feedback and goal-setting.

Customer Success 10

Customer Success Sales Recruiting Technical Review Underperforming Technical Team 10

SmartKarrot

AUGUST 13, 2021

Role: Director of Customer Success Location: Remote, United Kingdom Organization: Founder and Lightning As a Director of Customer Success, you will be the main point of contact for commercial negotiations and escalation point for client issues. Become a trusted advisor and advocate for customers’ executive sponsor(s).

Customer Success 10

Customer Success Scale Consulting Marketplace as a Service 10

SmartKarrot

MAY 13, 2021

Role: Director, Customer Success Location: New York, NY, US Organization: LeagueApps As a Director of Customer Success, you will own and deliver on key activation, churn and retention/growth metrics for your portfolio of customers. Lead and scale a team of high-performing Customer Success Managers.

Customer Success 10

Customer Success Technical Review Marketplace as a Service Scale 10

Totango

SEPTEMBER 17, 2019

Customer data must be actionable or else it is just a heavy collection of wasted opportunities. The best way to do this is by using a customer data platform (CDP). A CDP works like a living set of customer success instructions. What is a Customer Data Platform? Customer Data Platform Benefits.

Data 64

Data Marketplace as a Service Metrics Customer Success 64

SaaStr

MARCH 20, 2020

317: Rachel Hepworth is VP of Marketing @ Pilot, the startup that offers the best bookkeeping, tax and CFO services for growing businesses. How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? *

SMB 179

SMB Scale Startup Marketplace as a Service 179

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SaaSOptics

MAY 19, 2022

The answer lies in your product or service’s value proposition. If your acquired customers/accounts suffer from low CLV, it could be due to one of the following reasons: You’re not leveraging the total value of your SaaS through competitive pricing. Your product roadmap is misaligned with customer needs.

Acquisition 59

Acquisition Scale Strategy Software Review 59

Sales Hacker

JUNE 23, 2020

Leah has been a pioneer for customer experience practices for the last two decades, focusing her work on putting customers at the heart of SaaS and service-based technology organizations. How to put customer experience into the DNA of an organization [5:23]. Micro-thoughts on the evolution of customer success [07:08].

Scale 67

Scale Sales Hiring Technical Review Customer Success 67

OpenView Labs

SEPTEMBER 10, 2020

According to him, the salesperson/leader he hired wasn’t able to validate the market, their product wasn’t going over well with their customers, their churn was high, and it was the mis-hire’s fault. After all, the marketplace speaks the loudest, and without customers you don’t have a business.

Sales Hiring 74

Sales Hiring Enterprise Scale Startup 74

Totango

NOVEMBER 14, 2019

The frustration that flows from a poorly executed or prolonged onboarding phase can quickly deteriorate to churn. Today’s digital marketplace, with its flexible subscription models and highly customizable solutions, has empowered customers to shop around until they find a service that meets their unique requirements. .

Education 64

Education Onboarding Underperforming Technical Team Marketplace as a Service 64

ProfitWell

MARCH 27, 2020

Customers are most satisfied with a product when they can find the information they need quickly and efficiently. If you are to minimize churn and maximize profits, you want your users to be as informed as possible about how to use your product. Self-service - The knowledge base should be available to customers whenever they need it.

SaaS 67

SaaS Systems Review Software Review Marketplace as a Service 67

ProfitWell

JANUARY 15, 2020

Pricing analysts use mathematical analysis to track pricing trends in the marketplace using industry databases and other resources. Here at ProfitWell, our pricing analysts use our internal algorithm for multiple tasks: Identify target customers willingness to pay and distinguish between high and low value buyers.

Pricing 54

Pricing Marketplace as a Service Subscription Payment Features 54

Intercom, Inc.

JULY 11, 2019

As the General Manager for HubSpot’s Service Hub , Michael knows a thing or two about keeping customers close. Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. So it was a combination of continued growth and customer demand.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

JANUARY 28, 2020

Anthony : I’ll add more too and this sounds like a sponsored answer, but customer success becomes even more important as we sort of think about where growth is coming from. Obviously, marketing and investments are expensive and we know the cost to keep a customer is obviously a lot less. The customers love her, right?

Sales Hiring 204

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 204

SmartKarrot

JUNE 15, 2020

The software marketplace is always in flux, with newer customer success solution just a click away. This means customers no longer have to be bound to one organisation, and even if they have a long-term contract, they don’t necessarily have to use your products or recommend them. CRM’s limitations .

Customer Success 10

Customer Success Scale Management Marketplace as a Service 10

ChurnZero

JUNE 22, 2021

Looking for a way to upskill or even reskill your Customer Success career? Their mission is to improve lives through learning and it’s the largest online destination that help students and businesses gain skills from expert instructors teaching over 155,00 online courses on topics from programming to leadership to Customer Success.

Customer Success 92

Customer Success Churn Consulting Marketplace as a Service 92