ChurnZero

MAY 25, 2023

Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. It doesn’t end there either. Example: Active, Inc.

Forecasting 97

Forecasting Customer Success Outsourced Development Metrics 97

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. In a sense, that’s what business is all about.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

ChurnZero

JANUARY 24, 2022

Building a business from the ground up always has its challenges, but maintaining a subscription-based business can be particularly difficult due to its ongoing nature. One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity

Payment Features 98

Payment Features Subscription SaaS Payments Payment Services 98

CustomerSuccessBox

SEPTEMBER 30, 2021

Webinars are a condensed and easy way to find out more about a topic you like. Customer Success is expanding its reach and is becoming increasingly pertinent. You might already know about customer satisfaction or customer experience, but it’s time to get up to speed with CS. Link: Onboarding Customers Remotely.

Scale 52

Scale Technical Review AI B2C 52

CustomerSuccessBox

APRIL 3, 2022

Customer Success ensures that your customers remain happy customers. Its objective is to guarantee that your customers get the most value from your product. Sending an email with the appropriate intent at the right time is essential to a good customer success email. Customer Success Email Templates.

Customer Success 52

Customer Success SaaS Payments Payment Methods Payment Services 52

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Education 98

Education Customer Success Underperforming Technical Team Scale 98

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. In a sense, that’s what business is all about.

Customer Success 52

Customer Success Metrics Software Review Customer Lifetime Value 52

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software that provides a 360-degree view of your customer. Driving Software Adoption through Customer Success Begins with Understanding.

Engagement 118

Engagement Customer Success Software Onboarding 118

Subscription Flow

JANUARY 30, 2024

To encourage your customers to renew their subscriptions at the end of their term, a number of procedures and tactics are involved in devising your B2B SaaS renewal strategy. But becoming an expert in SaaS subscription renewal oversight can be difficult. Moving into 2024, the landscape has shifted considerably.

SaaS Payments 59

SaaS Payments B2B Strategy Payment Services 59

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Scale 97

Scale Customer Success Revenue Retention 97

Kellblog

MARCH 17, 2022

Earlier this week I appeared on a webinar with You Mon Tsang , founder and CEO of ChurnZero , a SaaS application aimed at helping subscription businesses reduce churn. Here’s the video: Here’s a copy of the slides: Here’s a quick list of the topics we discussed: ARR and MRR, and when to use which.

Metrics 101

Metrics Customer Success SaaS Benchmarks 101

ChurnZero

JANUARY 24, 2022

Building a business from the ground up always has its challenges, but maintaining a subscription-based business can be particularly difficult due to its ongoing nature. One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity

Payment Features 52

Payment Features Subscription SaaS Payments Payment Services 52

ChurnZero

JANUARY 24, 2022

Building a business from the ground up always has its challenges, but maintaining a subscription-based business can be particularly difficult due to its ongoing nature. One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity

Payment Features 52

Payment Features Subscription SaaS Payments Payment Services 52

Chart Mogul

FEBRUARY 4, 2020

Webinars are a powerful tool that can be used at every stage from turning unsuspecting leads into loyal customers. We asked Demio, one of the leading brands when it comes to webinars, to give us ideas on how to use webinar marketing for success. Webinar Promotion. Webinars make a great first impression.

Marketing 69

Marketing Social Media B2B Onboarding 69

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . If you missed the webinar, you can watch it on-demand. Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Payments Payment Services Scale 90

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. If you missed the webinar, you can watch it on-demand. If you missed the webinar, you can watch it on-demand.

Customer Success 59

Customer Success VP of Engineering Scale Benchmarks 59

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.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Payment Methods 72

Payment Methods Payment Solutions Software Review Payment Services 72

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? The subscription shift is in full swing. 6 in the U.S. #2 2 in Mexico.

Customer Success 64

Customer Success Sales Hiring Artificial Intelligence Transportation 64

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. Customer Success around the web.

Customer Success 98

Customer Success Metrics SaaS Banking 98

Chart Mogul

FEBRUARY 4, 2020

Webinars are a powerful tool that can be used at every stage from turning unsuspecting leads into loyal customers. We asked Demio, one of the leading brands when it comes to webinars, to give us ideas on how to use webinar marketing for success. Webinar Promotion. Webinars make a great first impression.

Marketing 52

Marketing Social Media B2B Onboarding 52

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success VP of Engineering Scale Technical Advisors 64

CustomerSuccessBox

DECEMBER 20, 2018

SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018. So how do you decide whether SaaS customer success is right for you or not?

Customer Success 66

Customer Success Management SaaS Subscription 66

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Upcoming Webinar.

Finance 61

Finance Customer Success Scale Customer Lifetime Value 61

Totango

FEBRUARY 21, 2019

In today’s digitally transformed business world, customers are empowered to shift their subscription loyalties at short notice and without repercussion. As such, there’s seemingly no greater crisis than a lapsed customer. In fact, over 50% of paying customers weren’t using the service they paid for. But, as John F.

Customer Success 63

Customer Success Social Media Scale Subscription 63

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

AUGUST 2, 2019

Whether you’re shopping at C ostco or signing up for the latest streaming music subscription , everybody loves a free sample. I n fact, according to the Subscription Commerce Conversion Index, 65% of the best preforming subscription software products offer their own ‘freebie’ in the form of a free trial.

Subscription 58

Subscription Payment Features Customer Success Sales Funnel 58

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

User Pilot

DECEMBER 19, 2023

Develop an effective onboarding flow to drive customer success An onboarding flow is a way of introducing new customers to your SaaS products or existing customers to new tools and features. Designing an effective onboarding process is essential for customer success. Webinars are a great way to do just that.

SaaS Payments 94

SaaS Payments Management Customer Lifetime Value SaaS 94

ChurnZero

NOVEMBER 30, 2021

When applied to the field of Customer Success and Customer Success skills , it means possessing skills that aren’t too technical, but also aren’t too service-oriented. This can be more difficult than it sounds, especially with the recent evolution of Customer Success. They should hit a happy medium.

Technical Advisors 52

Technical Advisors Customer Success Technical Review Sales Hiring 52

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so?

Customer Success 67

Customer Success Management Sales Hiring Underperforming Technical Team 67

User Pilot

NOVEMBER 29, 2023

TL;DR A retention specialist works to increase loyalty and customer retention by resolving customer complaints and implementing retention strategies. Also known as customer retention specialists, they are typically a part of the customer success or sales team.

Retention 102

Retention Customer Lifetime Value Churn Outsourced Development 102

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers.

Customer Support 67

Customer Support Customer Success Sales Hiring Transportation 67

SaaStr

FEBRUARY 28, 2019

It was a great logo in Year 1, and our champion and buyer did 3 webinars for us, an external case study — and an internal case study at Qualcomm. So we sent them an invoice for $60k, and our champion went … ballistic. We’d closed Qualcomm in Year 1 for the grand total of $10,000. He called me almost immediately.

Pricing 219

Pricing Payment Features B2C Churn 219

SmartKarrot

OCTOBER 18, 2021

Role: VP Customer Success Location: Irvine, CA, US (Hybrid) Organization: IntelligenceBank As a VP of Customer Success, you will achieve business targets for upsell, product usage and engagement, retention ARR and churn prevention for the North American region. Assist with the renewal process for the team’s accounts.

Sales Recruiting 19

Sales Recruiting Customer Success Payment Services Payment Facilitation 19

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. They provide the best way to notify your Customer Success Team of the need for action. Create Customer Success Management Plans.

Systems Review 65

Systems Review Underperforming Technical Team Payment Features Churn 65