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 221

Engagement How To Travel Hospitality 221

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

Customer Success 52

Customer Success Case Study Resources Customers 52

ChurnZero

OCTOBER 5, 2021

SaaStr Annual is always a time to look forward to as it’s a chance to join our peers in SaaS, to learn from the best in the business, to avoid big mistakes, to strengthen ties, to do better – so we can all achieve the impossible. SaaS customers are only using 50% of the licenses that they buy- @markroberge.

Customer Success 95

Customer Success Conference B2B Sales 95

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 Case Study 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 Effort Score Training 52

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 Journeys 52

Customer Journeys Customer Experience Self Service 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 Effort Score NPS 260

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.

Industry 52

Industry Chief Customer Officer Leadership Software 52

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.

Self Service 52

Self Service Customer Success Software Resources 52

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.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

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.

Company 172

Company Customer Journeys Metrics Strategy 172

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.

Company 149

Company Strategy Chief Customer Officer Financial 149

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

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.

Self Service 98

Self Service Software Knowledge Base Resources 98

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 Journeys 52

Customer Journeys Strategy Customer Success Examples 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.

Management 52

Management Roadmap Feedback Customer Centricity 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].

Training 67

Training Customer Success Video Customers 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 Apparel 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!

Leadership 40

Leadership B2B Competitive Advantage CRM 40

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 Consulting Tips Resources 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 Consulting Tips Resources 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 Consulting Tips Resources 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 Consulting Tips Resources 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 Consulting Tips Resources 48

Amity

DECEMBER 12, 2017

Building a Robust Customer Success Program. First things first, you need to be confident in the strength, stability, and relevance of your program’s foundations. It’s always a good idea to reevaluate the basics of your program every so often, as what once worked can quickly become obsolete. 45 minutes webinar. ►

Customer Success 67

Customer Success Net Promoter Score Effort Score Trends 67

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.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 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 Travel Voice of Customer Hospitality 126

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 48

Customer Base Tools Effort Score Roadmap 48

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 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

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 Conference Travel 40

Wootric CX Blog

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 Effort Score ROI 82

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].

Training 40

Training Customer Success Video Customers 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 Tips Consulting 73

Wootric CX Blog

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.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

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

Oracle

NOVEMBER 6, 2018

It was in college when I was introduced to a program that was more specific to technical writing. I noticed an aptitude for it, an interest in it, so I went from there to working at a startup and helping to build indeed.com, which is a job search engine. I was an English major.

Advertising 76

Advertising Measurement Technology Leadership 76