Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible. What Is the Client Onboarding Process?

Onboarding 95

Onboarding Technical Review Software Review Scale 95

User Pilot

JUNE 28, 2023

Sustaining user engagement throughout the entire onboarding process can feel like a task only large teams can achieve. Introducing core features, driving user activation, and maximizing retention rates after the user onboarding experience will all impact the user journey moving forward.

Onboarding 97

Onboarding SaaS Payments Payment Services Payment Solutions 97

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. So, it’s legit to have a customer success team in hand. Assess the quality of the customer success efforts. That is important to track.

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Level 2: Customer Support + CRM + Excel.

Customer Success 80

Customer Success Payment Features Sales Hiring Subscription 80

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Sales Hiring 93

Sales Hiring Customer Success Sales Recruiting Technical Review 93

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 98

Customer Success Scale Customer Lifetime Value Consulting 98

User Pilot

JUNE 9, 2023

Are you struggling with segmenting onboarding messages for your customers? Not all of your customers have the same jobs to be done or are in the same stage of the customer journey. This makes it crucial to segment customers based on their common characteristics and personalize the experience for each segment.

Onboarding 94

Onboarding SaaS User Experience Engagement 94

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. Software installation and onboarding issues. Lost passwords.

B2B 94

B2B Customer Success Technical Review B2C 94

User Pilot

APRIL 29, 2024

Mastering SaaS renewals’ best practices can transform a routine administrative task into a strategic opportunity to drive customer success and propel your business toward sustainable growth. SaaS renewal best practices for driving free to paid conversions include: Create a personalized onboarding experience to retain trial users.

SaaS Payments 102

SaaS Payments Business SaaS Payment Solutions 102

CustomerSuccessBox

AUGUST 12, 2021

You probably have heard about Customer Success so many times but are still very confused if it’s suitable for your business or not. The questions which you might have in your head are being answered in detail here so that, after going through it, you have clarity on whether you’re ready to roll out Customer Success processes or not.

Customer Success 52

Customer Success Technical Review Sales Hiring Payment Features 52

CustomerSuccessBox

MAY 26, 2021

If you start looking online for a Customer Success Platform or a solution you’ll most likely come across a lot of discussion about “B2B SaaS, which might cause you to wonder if Customer Success software is only for Subscription-based, B2B companies. This is where Customer Success comes in.

Customer Success 52

Customer Success Business Social Media B2B 52

CustomerSuccessBox

JULY 2, 2021

What is a Customer Success Manager? Customer Success Manager (CSM) is a customer facing role whose goal is to ensure value delivery to their customers. CSMs guide their customers to the desired outcomes and maximize derived value from the purchased product or service.

Customer Success 52

Customer Success Management Retention Subscription 52

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Scale 87

Scale Customer Success Retention Strategy 87

SaaSHolic

FEBRUARY 6, 2023

Customer success software provides businesses with a 360-degree look at the entire customer relationship. You’ll get helpful insights into the customer’s activities and the general health of the relationship. Good customer success software will help you identify red flags and maintain successful customer retention.

Customer Success 52

Customer Success Software Subscription Payment Features 52

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success? Number one growth driver.

Customer Success 52

Customer Success Revenue Onboarding Retention 52

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Your customer success program is key in this case too.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

ProfitWell

MARCH 2, 2020

The subscription economy is built on relationships. When your customers are happy, they stick around. That’s what makes a customer success strategy so important. Thinking proactively about how to build products that help customers achieve their goals is the best tool you have for building lasting relationships.

Customer Success 72

Customer Success SaaS Payments Strategy Payment Services 72

ProfitWell

NOVEMBER 4, 2019

Mastering customer success is vital in the subscription space. Not implementing and measuring customer success means you risk losing customers and rising customer acquisition costs (CAC). What is customer success? Customer success is exactly what it sounds like.

Customer Success 73

Customer Success SaaS Onboarding Churn 73

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 52

Customer Success Scale Customer Lifetime Value Consulting 52

User Pilot

JANUARY 31, 2023

TL;DR At-risk customers are those who are showing signs of canceling their subscriptions. Identifying at-risk customers is crucial for understanding their behavior, improving customer satisfaction , and reducing churn rate. What are at-risk customers? As a result, at-risk customers end up increasing the churn rate.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

ProfitWell

APRIL 16, 2020

Some of this is best resolved in the design phase, but training and support for customers who are learning the ropes is also vital in getting everyone up to speed and maximizing their productivity. What is a customer success team? What do customer success teams do?

Customer Success 59

Customer Success Acquisition Churn Software Review 59

CustomerSuccessBox

JUNE 29, 2021

What is a Customer Success Manager? Customer Success Manager (CSM) is a customer facing role whose goal is to ensure value delivery to their customers. CSMs guide their customers to the desired outcomes and maximize derived value from the purchased product or service.

Customer Success 52

Customer Success Management Retention Subscription 52

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 118

B2B Payment Methods Payments SaaS Payments 118

User Pilot

FEBRUARY 25, 2024

TL;DR Customer friction is the obstacles that customers face on their journey with the product. Customer can experience friction at all stages of their lifecycle , for example, when researching the product, during the sign-up and onboarding , when using the product, or while trying to access support.

Scale 104

Scale SaaS Onboarding Engagement 104

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Customer Success 52

Customer Success Sales Hiring Onboarding Churn 52

OPEXEngine

MAY 10, 2021

In fact, attracting, retaining, and establishing profitable long-term relationships with customers is even more important for SaaS companies because it’s the key to the recurring revenue model they’re built around. A company’s net promoter score is an indication of how many of its customers are active promoters of its product.

Customer Success 52

Customer Success Metrics Payments Scale 52

SaaSHolic

DECEMBER 9, 2021

Customer success software provides businesses with a 360-degree look at the entire customer relationship. You’ll get helpful insights into the customer’s activities and the general health of the relationship. Good customer success software will help you identify red flags and maintain successful customer retention.

Customer Success 52

Customer Success Software Subscription Payment Features 52

User Pilot

MAY 2, 2024

Personalized customer experiences tailor customer journeys to their specific needs and use cases to guide them more efficiently to value. Quality customer support and training equip users with the knowledge to overcome challenges and leverage the product’s full capabilities. Why is customer retention important?

Retention 111

Retention Metrics Strategy Scale 111

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. A successful subscription model depends on retention.

Engagement 52

Engagement Strategy Scale Payment Features 52

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

User Pilot

OCTOBER 5, 2023

Calculating the actual customer acquisition costs accurately can be challenging, and CAC payback doesn’t consider customer lifetime value or differentiate between high- and low-value customers. Collaboration between product , marketing, and sales teams is essential to effectively identify and target high-value customers.

SaaS Payments 105

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 105

OPEXEngine

JANUARY 20, 2021

Customer success in SaaS is fast becoming the first line of attack to boost conversions, raise customer happiness, and reduce churn. Every day, a strong customer success strategy is becoming more and more essential for SaaS companies. WHAT IS CUSTOMER SUCCESS? Customer success isn’t complicated.

Customer Success 52

Customer Success SaaS Customer Support Subscription 52

SaaSHolic

DECEMBER 2, 2021

Product onboarding is an essential part of customer activation and retention for businesses that are SaaS providers. One of the best things you can do for your customers’ success as a SaaS provider is to ensure that you walk them through a wholesome onboarding experience. What Is Successful Onboarding?

Onboarding 52

Onboarding Strategy SaaS Underperforming Technical Team 52

User Pilot

DECEMBER 19, 2023

A few of these are: Try to better understand customers by mapping their user personas. Design a successful onboarding flow to help users unlock value quicker. Designing an effective onboarding process is essential for customer success. Just remember that the onboarding needs to be personalized.

SaaS Payments 103

SaaS Payments Management Customer Lifetime Value SaaS 103

User Pilot

MARCH 16, 2023

TL;DR UserGuiding is a cloud-based digital platform that provides onboarding solutions. It has a 14-day free trial and three subscription packages: Basic, Professional, and Corporate. However, the Basic package has strict limitations like only 1 user seat and no custom branding. What is UserGuiding? UserGuiding’s pricing plans.

Pricing 98

Pricing Software Review Technical Review Onboarding 98