Retently

JUNE 28, 2022

After you’ve reviewed a Promoter’s feedback, reach out to them directly and tell them how much you’d appreciate them sharing their thoughts with others: If you’re an upcoming startup with entrenched competitors, ask if they could upvote you on comparison websites like AlternativeTo or G2Crowd. Actually, 58.7%

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Gainsight

APRIL 12, 2024

Read on… Part 1: Transitioning to Digital Customer Education Isn’t Easy In many startups and growing businesses, CSMs and other post-Sales team members are the first people to educate customers. That’s the moment when we begin seriously thinking about Digital Customer Education programs – what would the impact be and how do I build one?

Customer Success 52

Customer Success Management Customers 2015 52

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The “CODiEs” are a highly recognized, premier awards program for the business software industry.

2022 98

2022 Chief Customer Officer Leadership 2021 98

SurveySparrow

AUGUST 28, 2023

Have you ever found yourself immersed in the world of SaaS, wondering what makes certain companies stand head and shoulders above the rest? That’s right—this statistic alone underscores the game-changing nature of exceptional customer experience in the realm of SaaS. What is SaaS Customer Experience? Let’s start, shall we?

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

InMoment XI

JUNE 14, 2022

Companies like DocuSign, Slack, Zoom, and Hubspot are examples of SaaS companies that are thriving in the End User Era. NPS is typically the foundation of any CX program, and since you don’t want to get overwhelmed in the beginning, there’s nothing wrong with making NPS your sole CX metric at this stage. NPS Example: DocuSign.

Metrics 260

Metrics Net Promoter Score NPS Effort Score 260

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. The Customer Success Newsletter. Alex McClafferty.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

Customer Success 81

Customer Success Blog Consulting Metrics 81

ShepHyken

SEPTEMBER 4, 2023

Whether you’re a startup, a mid-market SaaS company, or an enterprise-level organization, these insights will help you maximize customer value, foster long-term relationships, and ensure a smooth customer onboarding journey. Some even refer to it as a customer success program.

Article 67

Article Customer Service Hospitality Hotels 67

Customer Bliss

MAY 2, 2019

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Allovue is a B2B2C SaaS company that builds software solutions to help school districts around the country interact with their financial data more strategically.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

ChurnZero

NOVEMBER 18, 2021

In this article, I share my mantra for learning that guides my work, as well as how to ensure your education program engages students and drives lasting change. That’s why customer education is absolutely essential to preventing churn in SaaS businesses. How Software Competence Creates Customer Confidence. Education Equals Empowerment.

Webinar 98

Webinar Customers Customer Journey Engagement 98

CSM Practice

JUNE 19, 2019

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. Launching customer success in early stage startups: [link].

Customer Success 67

Customer Success Customers Workshop Feedback 67

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. Can you tell us how you got started in customer experience?

Customer Experience 95

Customer Experience Healthcare Net Promoter Score E Commerce 95

Gainsight

JULY 11, 2023

At that time, I was running a SaaS company. That winter, I got to work building a startup company and a startup family. Northpass built an integration into Gainsight, ran a few co-marketing programs, and acquired numerous shared customers. And it shouldn’t be understated that we’ve had a blast building together!

2023 40

2023 Leadership 2012 2010 40

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The “CODiEs” are a highly recognized, premier awards program for the business software industry.

2022 52

2022 Chief Customer Officer Leadership 2021 52

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

Customer Success 48

Customer Success Blog Consulting Metrics 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

Customer Success 48

Customer Success Blog Consulting Metrics 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

Customer Success 48

Customer Success Blog Consulting Metrics 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

Customer Success 48

Customer Success Blog Consulting Metrics 48

Gainsight

JUNE 22, 2022

When building out Gainsight Essentials, we purposely went beyond simply offering a new set of product packages—we also developed a program that surrounds your business, regardless of size or stage of maturity, with resources that enable you to start fast and grow quickly. And to this day, I’m so incredibly thankful for the opportunity.

Customer Success 52

Customer Success Webinar B2B Events 52

Customer Bliss

JUNE 28, 2019

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight. Clarify Role and Department Responsibilities.

Metrics 172

Metrics Document Customer Journey Books 172

Gainsight

OCTOBER 26, 2022

Until recently, this issue was frequently overlooked, especially at early-stage SaaS companies. Even if a company manages to avoid these problems, at some point along its journey from startup to maturity, it will have to confront the issue of how to scale customer success. Unlock Value via the Product + CS Interlock.

Customer Success 52

Customer Success Government Customer Centricity Metrics 52

CustomerSuccessBox

DECEMBER 6, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. and supporting a number of B2B SaaS companies and investors in building CS as a company-wide capability.

2022 52

2022 Customer Success 2021 Consulting 52

Thematic

DECEMBER 9, 2019

In fact, there are so many SaaS offerings that there is a new wave of startup that help you manage your subscriptions across the entire business. How to Build a Startup by Sam Altman. Why a traditional Voice of Customer program won’t help with digital transformation. But my company already has a Voice of Customer program!

Feedback 126

Feedback 2020 Travel Voice of Customer 126

Education Services Group

JUNE 4, 2020

Startup incubators are well-known programs that allow entrepreneurs to test out their new business ideas. Building or expanding a Customer Success organization can be surprisingly similar to developing a startup. The most successful CS programs are constantly tested and revised and tested again.

Customer Journey Mapping 52

Customer Journey Mapping Customer Success Customer Journey Communication 52

CSM Magazine

JANUARY 24, 2023

Product managers employ various techniques to solicit product feedback – ranging from customer advisory boards, surveys, informal interviews as well as BETA programs. As a venture capital investor, she led diligence and invested in early-stage technology startups in the US and India in the enterprise SaaS space.

Insights 52

Insights Management Roadmap Feedback 52

CSM Practice

JUNE 19, 2019

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. Launching customer success in early stage startups: [link].

Customer Success 40

Customer Success Customers Workshop Feedback 40

ChurnZero

JUNE 7, 2019

As he moved into growth-stage SaaS at PeopleMatter and Snag, Jason pointed his focus to driving revenue growth and customer outcomes. A: I have always worked in technology, whether in consulting, consumer tech or B2B SaaS. Q: What drew you to working in Customer Success? Q: Where do you see the Customer Success industry going?

Customer Success 73

Customer Success B2B Webinar Consulting 73

Lumoa

MAY 29, 2018

Introduce a referral program =find new sales leads 3. Introduce a referral program (=find new sales leads) Referrals rule the business world. Many companies have adopted referral programs. Dropbox Startup Lessons Learned 3. Identify what drives the promotion =build a business that people will love 2.

Engagement 88

Engagement Travel Reference Hospitality 88

Wootric

MARCH 1, 2020

Another familiar story (for enterprise SaaS companies). An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts. Upgrade the NPS program. Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise.

Roadmap 52

Roadmap Touchpoint NPS Effort Score 52

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. With all that being said, we’ve dedicated this issue of the SaaS Tattler to helping CSMs find amazing tools to support their growing customer base. Which, of course, is now a critical component in allowing SaaS companies to better serve their customers.

Customer Base 51

Customer Base Roadmap Webinar Books 51

ChurnZero

MARCH 24, 2023

Jeff Kushmerek: However, there can be extraneous circumstances where you’re just glad you’re measuring something, especially for startups. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Sometimes, you get forced.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

Jeff Kushmerek: However, there can be extraneous circumstances where you’re just glad you’re measuring something, especially for startups. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? Sometimes, you get forced.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

ChurnZero

JANUARY 23, 2019

We are a startup located in Arlington, VA. Our fast-growing startup is looking for a forward-thinking Outbound Marketing Manager. The manager is responsible for developing, managing and measuring outbound marketing programs encompassing, roadshow events, conferences/tradeshows, email marketing, and sales enablement.

Marketing 40

Marketing Management Events Travel 40

Wootric

MAY 4, 2020

Three years ago, I wrote a post on “ How to start a customer success program from scratch ” and outlined all the reasons to do so: . The potential for a customer success program to become a “growth engine”. SaaS companies are uniquely positioned to help. The ROI from increased referrals, cross-sells and upsells. Be proactive.

Customer Success 82

Customer Success Net Promoter Score ROI Connections 82

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” This metric is even more critical for startup businesses and trial / proof of concept accounts. On-Premise Customer Success Programs: [link]. Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics 2014 Customer Success Financial 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” This metric is even more critical for startup businesses and trial / proof of concept accounts. On-Premise Customer Success Programs: [link]. Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics 2014 Customer Success Measurement 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” This metric is even more critical for startup businesses and trial / proof of concept accounts. On-Premise Customer Success Programs: [link]. Amount of Time Spent in Software. 2. Active Users.

Metrics 52

Metrics 2014 Measurement Blog 52