CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., Senior Customer Success (CS) leader VP of Customer Success Head of Customer Success.

Customer Success 52

Customer Success Customer Lifetime Value Churn Acquisition 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 85

Scale Customer Success Retention Strategy 85

Chart Mogul

JUNE 16, 2023

Our ideal customer profiles (ICPs) are SaaS companies. We know that our customers, partners, and prospects are going to be roaming the halls of conferences like these. Our ideal customer profiles (ICPs) are SaaS companies. A sponsorship is a huge time and financial investment. There’s a few reasons for that.

Strategy 52

Strategy SaaS Benchmarks Travel 52

ChurnZero

APRIL 27, 2022

As a customer, how do you decide whether a business has earned your loyalty? As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Refine customer acquisition and retention efforts. Definition.

Customer Lifetime Value 52

Customer Lifetime Value Systems Review Software Review Education 52

Valuize Consulting

MAY 4, 2022

In the vast majority of B2B technology enterprises today, a Customer Success (CS) strategy is firmly in place. However, this strategy often begins and remains as a program that is focused on the minority high ARR customers. Rally Your Organization Around A Strong CS Scale Strategy. Identify Your North Star Metric.

Scale 52

Scale Customer Success Scaling Strategy 52

ChurnZero

JUNE 15, 2021

In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics. Logo retention is the simplest and represents how many customers you retained over a set period.

Retention 59

Retention Metrics Churn Customer Success 59

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Guiding customers through how to use basic features.

Onboarding 93

Onboarding Technical Review Software Review Scale 93

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). It wasn’t deployed to manage each and every customer relationship.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

Totango

AUGUST 28, 2020

You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. A Comprehensive SaaS Customer Onboarding Checklist. Customer Success Team Checklist for Onboarding.

Onboarding 71

Onboarding Scale Software Review Systems Review 71

Intercom, Inc.

AUGUST 12, 2021

Few people are better advocates for a unified view of the customer experience than Dan O’Connell. In this episode, Bobby Stapleton , our own Director of Customer Support, sat down with Dan to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one.

Revenue 223

Revenue Scale AI Search Customer Support 223

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Churn 52

Churn Management Systems Review Onboarding 52

User Pilot

MAY 17, 2021

With so many product growth insights available to every product marketer, it’s sometimes hard to understand which metrics are relevant and which you should be tracking to measure the success of your product marketing. How to measure Product Marketing success? Customer Journey KPIs to track: conversion rates and velocity metrics.

Product Marketing 98

Product Marketing Metrics Customer Lifetime Value Marketing 98

The Angel VC

DECEMBER 27, 2016

1) Viral growth and/or negative churn In the last couple of years I’ve come to the opinion that in order to build a SaaS unicorn you need to have either (a) a highly viral customer acquisition engine or (b) significant negative net churn (that is, a dollar retention rate significantly above 100%).

SaaS 183

SaaS Artificial Intelligence AI User Experience 183

Valuize Consulting

APRIL 8, 2022

As a revenue leader, are you empowering and incentivizing all of your customer-facing teams to drive maximum NDR in your organization? Driving Net Dollar Retention (NDR) cannot be the sole responsibility of your Sales, Customer Success or Renewals department alone. Best Practice 2: Invest In A Separate Renewals Function.

Innovation 52

Innovation Underperforming Technical Team Outsourced Development Compensation 52

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. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Engagement 97

Engagement Strategy SaaS Scale 97

Neil Patel

OCTOBER 21, 2021

That’s why a campaign plan with a narrower window—such as a quarter—is essential to marketing success. A quarterly ad campaign plan provides a more granular view of your objectives, goals, and success. Using Key Performance Indicators (KPIs) and metrics, you can gain a deeper understanding of the success of previous campaigns.

Advertising 132

Advertising Customer Lifetime Value Social Media Metrics 132

Valuize Consulting

APRIL 30, 2020

This is why you need to create an ideal customer profile. Defining and using an ideal customer profile to drive the qualification criteria for your sales opportunity will enable your SaaS sales pipeline stages to have a greater impact on your recurring revenue strategy. Create an ideal customer profile and an ideal buyer profile.

Retention 40

Retention Business Model Revenue Customer Success 40

OPEXEngine

AUGUST 9, 2022

By benchmarking critical go-to-market KPIs, like the Magic Number – which measures how many new dollars of revenue growth are obtained getting from your sales and marketing investment compared to your competitors. The three principles to follow are: Aligning resources with market opportunity. Getting the back of the house in order.

Scale 59

Scale VP of Engineering Payment Services Underperforming Technical Team 59

Valuize Consulting

AUGUST 10, 2021

Customer Success Is Built Around Value Management And Verification. A well-designed Customer Success (CS) program can yield a 91% return on investment over a three-year period ( Forrester , 2020). Value verification should be done throughout the customer’s lifecycle and not just at the renewal stage.

Scale 52

Scale Benchmarks Technical Review Software Review 52

Valuize Consulting

AUGUST 10, 2021

Customer Success Is Built Around Value Management And Verification. A well-designed Customer Success (CS) program can yield a 91% return on investment over a three-year period ( Forrester , 2020). Value verification should be done throughout the customer’s lifecycle and not just at the renewal stage.

Scale 52

Scale Benchmarks Technical Review Software Review 52

Sales Enablement, SaaS and Growth

MARCH 23, 2020

One of the biggest challenges businesses face when they grow is scaling effective , autonomous and quick decision-making. What worked with 30 employees will start creaking at 300, and break well before you hit the 3,000-mark. Good decision-making is extremely important. With Mental Models. Without Mental Models. High/consistent. Low/inconsistent.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. 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.

Onboarding 52

Onboarding Scale Underperforming Technical Team Systems Review 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack . The year was 1909.

Customer Success 80

Customer Success Scale Technical Review Sales Hiring 80

SmartKarrot

JUNE 14, 2023

Role: Customer Success Manager Location: San Francisco, CA, United States (Remote) Organization: Beyond As a Customer Success Manager, you’ll be securing possibilities for new product upsells, existing product upgrades, and yearly subscription renewals. Apply here: [link] Role: Sr.

Customer Success 19

Customer Success Sales Hiring Technical Review Construction 19

Sales Hacker

JULY 29, 2021

So productivity equals success and engagement, not just activity.”. It’s hard to find a “better” example than in sales, where the annual turnover rate in the United States averages at 34%. And who could blame them? Sales is one of those jobs where you sink or swim based on your efforts. What is sales productivity? Think about it.

Sales 109

Sales Systems Review Compensation Metrics 109

SaaStr

AUGUST 22, 2019

The vision of exceeding sales, establishing credibility and successfully launching a product is no small task, especially when striving for that perfect introduction into the world of consumers. With so many articles, investors, and outside opinions, the true, simple tasks of launching can get lost in the noise. Want to see more content like this?

Scale 127

Scale Engagement Scaling Development 127

Chart Mogul

JANUARY 15, 2019

Using ChartMogul, he can get a more in-depth perspective on individual customer plans, lifetime value, and churn, which he then uses to do a financial modeling and help define departmental budgets. Instapage is a post-click optimization platform for advertisers and marketers. Monitoring Instapage’s financial health.

Enterprise readiness 56

Enterprise readiness Churn Enterprise Retention 56

Valuize Consulting

JUNE 10, 2020

C ustomer success processes in B2B software businesses today are often inefficient, siloed and lacking scalability. How were your company’s customer success processes created? The state of customer success processes. In some cases, the reaction was to the compelling market hype around customer success.

Customer Success 40

Customer Success Engineering Scale Technical Review 40

ChurnZero

JULY 1, 2022

Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades. Just ask your friends in marketing or sales.

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

ChurnZero

JULY 1, 2022

Your CSMs will welcome the efficiency and process that CS ops brings, especially if they’re already maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades. What does CS operations do that a CS team doesn’t do already?

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

SmartKarrot

FEBRUARY 1, 2022

The struggle to convince your senior leadership team to invest in customer experience has always been there for decades. Many company leaders say that customers come first, but they get more worried about tapping into new markets, sales, talent management, or process optimization when it comes to implementation. contact-form-7].

Leadership 21

Leadership Underperforming Technical Team Investment Scale 21

User Pilot

APRIL 24, 2024

It’s when a customer decides whether to continue paying for your product or not. If you want to ensure customers renew each time, continue reading ahead. In this article, we’ll share everything you need to know for increasing customer renewals. SaaS renewals can be a breath-holding moment.

SaaS Payments 104

SaaS Payments Retention Payment Services Payment Solutions 104

User Pilot

MARCH 12, 2024

Company activity metrics are quantifiable measures used to track a company’s progress level toward certain short- and long-term goals. Company activity metrics describe a wider range of activities within a company, including its operational, marketing , customer service , and financial performance. Book a demo to learn more.

Metrics 105

Metrics Scale Customer Lifetime Value Business 105

ProfitWell

SEPTEMBER 26, 2019

There is a lot riding on your ability to meet customer expectations—any miscalculation can result in unhappy customers and lost revenue. According to a December 2018 survey by The Diffusion Group, 16% of Netflix customers said they would cancel or downgrade if plans increased by only $1. What is pricing power?

Pricing 49

Pricing Scale Social Media Branding 49

SaaStr

AUGUST 7, 2020

We’ve invested in over 300 companies at Salesforce Ventures and have partnered with both of you closely and it’s been amazing to see this story up close and personal over the years. This episode is sponsored by Linode. You can see the full video here , and read the podcast transcript below. This episode is sponsored by Guideline.

Payment Solutions 152

Payment Solutions Pricing Payments Payment Services 152

SmartKarrot

FEBRUARY 19, 2021

This holds true even for building an effective business case for customer success. Ask yourself first, why would your CEO or CFO invest in such a program? To get started on building a business case, you need to follow these four steps: Highlight the problem Propose a solution Mention cost Quantify outcomes.

Outsourcing Services 10

Outsourcing Services Customer Success Technical Review Business 10

SmartKarrot

OCTOBER 13, 2023

Onboarding is an underlying phase in the customer journey, setting the tone for the entire lifecycle of the customer-product relationship. Its importance cannot be overstated, as it directly influences long-term user adoption, satisfaction, and retention. Onboarding lays the foundation for a productive customer relationship.

Onboarding 10

Onboarding Communication Metrics Engagement 10