ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success Underperforming Technical Team Leadership Strategy 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 116

Customer Success Technical Review Social Media Underperforming Technical Team 116

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? As a SaaS company, your ultimate goal is to retain customers and keep them happy with your product. However, sometimes things don’t go as planned, and customers churn. moment faster. #3:

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. The final step is the sales to customer success handoff process that lays the foundation for retaining customers successfully. This sales to customer success transition is a delicate balancing act.

Underperforming Technical Team 80

Underperforming Technical Team Customer Success Outsourced Development Sales 80

User Pilot

APRIL 29, 2022

Fancy hiring a customer onboarding specialist or simply want to know who they are and what they do? In this article, you will get everything you need to know about customer onboarding specialists. What user onboarding software do you need to buy to equip them? Who is a customer onboarding specialist?

Onboarding 98

Onboarding Underperforming Technical Team Interviewing Benchmarks 98

Chaotic Flow

AUGUST 18, 2015

SaaS businesses develop intimate, long term relationships with their SaaS customers. If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. It is typical in B2B software for customer acquisition to eat up 50% or more of total costs.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

User Pilot

JANUARY 31, 2023

Identifying at-risk customers is crucial for understanding their behavior, improving customer satisfaction , and reducing churn rate. While identifying high-risk customers, you can address the root causes and focus on working to retain those customers. Why do some customers become at-risk of churning?

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

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. Interpersonal skills.

Sales Hiring 91

Sales Hiring Customer Success Sales Recruiting Technical Review 91

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. While keeping your clients satisfied can feel like a challenge at times, churn is frequently caused by mistakes in the onboarding process. You’ll see higher retention and upsell with a good and well-planned onboarding strategy in place.

Onboarding 52

Onboarding Underperforming Technical Team SaaS Social Media 52

User Pilot

JULY 31, 2023

TL;DR Pendo is a product growth platform for product , marketing , customer success , and UX design teams. It enables businesses to analyze user in-app behavior , collect customer feedback to make data-led decisions, improve user onboarding, and communicate effectively with users. Pendo dashboard.

Underperforming Technical Team 97

Underperforming Technical Team AI Scale Onboarding 97

CustomerSuccessBox

APRIL 7, 2022

And, of course, in remote customer onboarding! Read on to know how remote customer onboarding can do so many things that you never thought could have been possible! Mr. Puneet Kataria shares his experience and observation on how customer success teams can be agile in the Customer Success Vodcast hosted by tl;dv!

Onboarding 52

Onboarding SaaS Payments Payment Methods Scale 52

CustomerSuccessBox

JULY 26, 2022

The position of Customer Success leader imposes specific responsibilities on the holder. Most of us face competition from both direct and new competitors, as well as other ways customers can spend their limited time and money. What objectives do customers desire that we do not provide? These are some of them.

Customer Success 52

Customer Success Underperforming Technical Team Technical Review Systems Review 52

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. The Three Stages of Onboarding . New Customer Welcome . Expectation Setting.

Onboarding 71

Onboarding Underperforming Technical Team Scale Systems Review 71

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

Customer Success 64

Customer Success Underperforming Technical Team Consulting Software Review 64

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Q: If your customer has more than one need, how do you decide which to prioritize first—or you do you address them all at the same time? The way that we onboard our new employees also matters.

Sales Recruiting 52

Sales Recruiting Scale Customer Success Sales 52

User Pilot

JULY 27, 2023

They also manage finances and supervise one or more engineering teams. Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer. In large companies, the CSM also oversees other customer success roles.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

User Pilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. Why does retention management take so much time and effort?

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. The final step is the sales to customer success handoff process that lays the foundation for retaining customers successfully. This sales to customer success transition is a delicate balancing act.

Underperforming Technical Team 52

Underperforming Technical Team Customer Success Outsourced Development Sales 52

ProfitWell

MARCH 2, 2020

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. It compounds, fostering stronger relationships that retain customers long-term. What is customer success?

Customer Success 72

Customer Success SaaS Payments Strategy Payment Services 72

Chart Mogul

MAY 30, 2019

At ChartMogul, our aim is to help our customers become category leaders. We know that transformational customer success focuses on proactive, strategic engagement. It ensures that users are successful. And this kind of customer success may even transcend traditional boundaries to the collective benefit of all parties.

Underperforming Technical Team 78

Underperforming Technical Team Development Strategy Management 78

Chart Mogul

NOVEMBER 24, 2022

Naturally, this puts extra pressure on customer success. After all, it’s the customer success teams that drive growth through retention and churn mitigation. So, what’s the best way to drive retention and mitigate churn in 2023? Naturally, this puts extra pressure on customer success.

Churn 52

Churn Retention Underperforming Technical Team Scale 52

CustomerSuccessBox

DECEMBER 13, 2021

In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster. Can you define successful onboarding?

Onboarding 52

Onboarding Scale Underperforming Technical Team Systems Review 52

Totango

JULY 18, 2018

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. However, the one universal metric is the “Net Retention Rate (NRR)”. Net Retention Rate (NRR).

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

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. Do you need to improve team communication? Check Slack.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

ChurnZero

JUNE 12, 2020

Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Beloved by their tactical peers, operations brings needed order and logic to busy, results-oriented teams. Poor strategy, organization, and execution hurt your productivity and therefore your scalability.

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

OpenView Labs

MARCH 3, 2020

But customer success (CS) leaders often drive all departmental improvement off those two numbers. Because they’re stuck with these limited metrics, CS leaders will continue to be second-tier leaders on the exec team (if they’re invited at all). Better onboarding. I realize that’s a bold claim. Hear me out.

Customer Success 55

Customer Success Underperforming Technical Team Scale Churn 55

User Pilot

MARCH 27, 2023

We finish with an overview of product analytics tools that your team can benefit from. Product analytics are used not only by the product team but also by the customer success and the marketing team, as well as UX designers and devs. As a result, product teams are able to make quicker decisions.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Churn User Experience 98

Valuize Consulting

DECEMBER 13, 2021

Customer Success Management: Distinguishing Fact From Fiction. 91% of businesses have said that their Customer Success organization has grown significantly in the last year alone ( Totango , 2021). Reframe: Investing in Customer Success Operations early is critical to scaling your organization effectively.

Customer Success 52

Customer Success Scale Technical Review Underperforming Technical Team 52

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

Customer Success 59

Customer Success Sales Hiring Scale Underperforming Technical Team 59

User Pilot

APRIL 7, 2023

When your product is catering to other businesses, it can be difficult for sales reps and other teams to understand the needs and experiences of the clients, especially if the client company sells multiple products. However, customer insights can help your teams understand all aspects of your B2B partners.

B2B 98

B2B Underperforming Technical Team B2C Scale 98

ProfitWell

NOVEMBER 1, 2019

But after working with hundreds of SaaS companies, I've realized that the same advice applies for your retention rate as well. Yes, churn is inevitable—every customer will abandon your product eventually. Align team incentives around retention. Sales teams like to track dollars in the bank each month.

Retention 56

Retention Strategy Underperforming Technical Team SaaS 56

User Pilot

APRIL 7, 2024

More importantly, we show you how to find the Aha moment for your product and design onboarding experiences that lead to it seamlessly. For each potential Aha moment, design an onboarding flow and test them side-to-side in A/B tests to select the one that leads to the most conversions. That’s what this article explains.

Management 52

Management Underperforming Technical Team Onboarding Churn 52

ChurnZero

MARCH 15, 2019

Churn Monster #10: Bad Fit Customer . We’re talking about a bad fit customer. A bad fit customer is a customer who is unable to receive value from your product or service due to a mismatch of currents needs and offerings. You are worried you have acquired a bad fit customer.

Underperforming Technical Team 45

Underperforming Technical Team Churn Software Review Compensation 45

Totango

NOVEMBER 14, 2019

Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. You want to teach your customers how to integrate your product into their daily workflows as quickly and thoroughly as possible.

Education 64

Education Onboarding Underperforming Technical Team Marketplace as a Service 64

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

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.

Software 92

Software Underperforming Technical Team Churn Customer Success 92