Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. There’s no doubt that customer success (CS) has become existential to SaaS.

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Team Support

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products. This blog provides the highlights from their talk.

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2020 B2B Customer Success Metrics 98

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

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Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

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SurveySensum

SEPTEMBER 15, 2023

Are you struggling to meet your B2B clients’ ever-changing needs in today’s fast-paced service industry? In the realm of B2B service, staying attuned to client feedback is more crucial than ever. This is where customer feedback tools become essential. But what exactly a B2B service feedback tool is?

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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. As well as their actionable customer success platform they provide a widely respected blog.

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ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. Lessons learned over the last year from the Customer Success community. An overview of the current B2B SaaS market and valuation drivers.

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ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

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Feedback Customer Success Customers Metrics 98

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. What is customer lifecycle management in plain English?

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Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. What is customer lifecycle management in plain English?

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Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Check out our top five Customer Success webinars brought to you by ChurnZero in 2021.

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CustomerSuccessBox

SEPTEMBER 30, 2021

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. We’ve gathered some of our favorite customer success webinars. Webinar 1 – How to Onboard Customers Remotely.

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Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

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CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

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CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention.

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SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative. But is it worth it?

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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. What is Customer Success?

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Team Support

JANUARY 18, 2022

To be successful in 2022, it’s vital that you bring customers to the forefront of your B2B business. However, did you know your customer support software is likely holding you back, or outright preventing you from achieving this? In fact, 70% or more of annual revenue comes from current customers.

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SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

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Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.

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Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. more than the same percentage increase in retention.

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delighted

JANUARY 20, 2022

This post is a guest contribution by Project Manager and B2B Copywriter, Lee Li Fang. No matter what industry a company is in, customer satisfaction is one of the most important measurements of success. The best way to ensure that your company is succeeding in this area is to collect and monitor customer opinions and sentiments.

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Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Why NRR Matters.

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Chief Customer Officer Customer Success Metrics Effort Score 59

CustomerSuccessBox

SEPTEMBER 7, 2021

And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. 1 Renewed focus on new customer onboarding. Like it is said, Retention starts at onboarding.

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ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

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CustomerSuccessBox

OCTOBER 19, 2021

The key activity that is important to good execution of customer success is the renewal process obviously. And this goes without saying that whether it is the customer success team that’s managing it or another part of your organization, it is very critical. Read: Why is customer retention important for B2B SaaS.

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ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

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CustomerSuccessBox

NOVEMBER 23, 2021

The SaaS industry has realized how important Customer Success and user retention are. To achieve long-term growth, customer success teams need the best software that helps them know their customers well and satisfy them. CustomerSuccessBox is rated as the Top Customer Success Software by G2. CustomerSuccessBox.

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West Monroe

DECEMBER 4, 2022

In those chats, a few themes kept popping up: A focus on profitability Doing more with less Increased scrutiny on innovation and investment To address these challenges, we’ve also identified three tactics that organizations can use to meet their goals—without compromising customer experience.

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West Monroe

DECEMBER 4, 2022

To address these challenges, we’ve also identified three tactics that organizations can use to meet their goals—without compromising customer experience. Customer Success is continuing to increase the involvement in driving commercial activities. Here’s what we mentioned at the conference.

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Interaction B2B Innovation Technology 52

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Now is the time to embrace Experience Leadership as your primary focus. Excellence?

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Totango

JUNE 17, 2021

What is customer segmentation ? We’ll discuss the subtle shade of difference between customer segmentation and audience segmentation, two terms with some overlap that are often used interchangeably. We’ll look at the different ways you can segment your customers and when to apply each. Customer support history.

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Definition B2B Customer Journey Mapping Customer Journey 71

Gainsight

APRIL 23, 2021

Our CEO, Nick Mehta, recently spent time with Sabina Pons , Global Vice President of Customer Success and Support at Mavenlink. She and her team created the ultimate customer journey. Their renewal rate accuracy caught Nick’s interest and how Sabina operationalized a brand new customer journey for Mavenlink.

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ChurnZero

OCTOBER 5, 2021

Speaking of fun… Did you see our Churn Monster themed claw machine we had in the ChurnZero booth?? Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.” saastrannual.

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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? Providing CS training opportunities.

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CustomerSuccessBox

DECEMBER 31, 2021

Customer Success (CS), although not a new profession, is still a foreign concept to many. To add to that confusion and complexity, CS roles come in different shapes and sizes like customer managers, customer success associates, etc. What is a Professional Service in B2B SaaS industry?

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CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

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