Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. Billing: Zuora. Workflows: Zapier, Segment.

Payment Solutions 117

Payment Solutions Payments Customer Success Payment Methods 117

FastSpring

JANUARY 27, 2022

In this piece, we offer seven case studies from SaaS companies — small tweaks they made to reduce churn and increase customer LTV. Note: FastSpring offers advanced subscription management services that support free trials, monthly and annual paid plans, proration, discount management, and more. How Castos upsells subscription tiers.

Merchant Services 146

Merchant Services Payment Services SaaS Payments Payment Solutions 146

User Pilot

OCTOBER 19, 2024

Qualaroo is a powerful in-context survey tool designed to help you gather feedback directly from users as they interact with your brand on any channel. Why it’s worth considering : Qualaroo is particularly effective for gathering real-time insights from users while they are interacting with your brand, no matter the channel.

Software Review 105

Software Review Technical Review Software B2C 105

Intercom, Inc.

MARCH 10, 2022

With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams. Proactive engagement. It’s that simple.”.

Payment Methods 209

Payment Methods Technical Review Payments Payment Solutions 209

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 109

Customer Success SaaS Technical Review B2C 109

Neil Patel

MARCH 8, 2021

Customer support and customer success can be confusing for both beginners and experts alike. Both customer support and customer success teams are important for your brand’s ongoing growth and success, and the roles share similar skill sets. What customer support is and why it’s important.

Customer Support 120

Customer Support Customer Success Underperforming Technical Team Customer Lifetime Value 120

User Pilot

JANUARY 10, 2022

How important is customer success KPIs to your SaaS business? Customer success metrics help you analyze how effectively you help customers gain value from your SaaS product. When measuring customer success metrics, it’s never only about the results. What is customer success in SaaS?

Customer Success 105

Customer Success SaaS Payments Customer Lifetime Value SaaS 105

User Pilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Customer Success 105

Customer Success Software Management SaaS 105

Intercom, Inc.

NOVEMBER 12, 2020

Subscription services have been steadily on the rise for years now. Keeping that going during a time of social distancing might seem like a challenge, but Harmon and team have already been building the infrastructure they need to continue offering those social experiences for years – via personalized subscription services.

B2C 221

B2C Outsourced Development Payment Features Subscription 221

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Build your personal brand. Top five Customer Success communities.

Customer Success 98

Customer Success Leadership Consulting Trends 98

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 93

Customer Success Onboarding Construction Retention 93

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. Billing: Zuora. Workflows: Zapier, Segment.

Payment Solutions 94

Payment Solutions Payments Customer Success Payment Methods 94

SaaStr

JANUARY 5, 2022

What you want in SaaS are big accounts that grow over time and remain loyal to your product and your brand—companies that see your value in their continued success. Those customers will always renew at higher rates because they can see what the partnership brings to them. Every customer-facing team is on the renewals team.

Scale 301

Scale Scaling Sales Hiring Software Review 301

FastSpring

OCTOBER 13, 2020

Not only is feedback helpful when optimizing your product and customer experience, but it shows your customers you care about their opinions. By creating a good relationship with your customers, they’re more likely to return. Stay Connected with Customers Via Email Campaigns.

Retention 148

Retention Payment Features Payment Methods Payment Services 148

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 98

B2B Customer Success Technical Review B2C 98

CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. So, it’s legit to have a customer success team in hand. Assess the quality of the customer success efforts. Didn’t this get you curious already?

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success VP of Engineering Investment Benchmarks 98

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Sales Hiring 97

Sales Hiring Customer Success Sales Recruiting Technical Review 97

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

Customer Success 96

Customer Success Forecasting Retention Data Analysis 96

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 99

Customer Success Retention Software Review Customer Lifetime Value 99

User Pilot

APRIL 6, 2023

A powerful AI tool can be the perfect companion to your customer success platform. In this article, we will explore: How to leverage AI tools for customer success and retention. How can customer success managers address the challenges and concerns around AI when it comes to providing a better user experience?

Customer Success 98

Customer Success AI ChatGPT Management 98

ChurnZero

SEPTEMBER 23, 2022

Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently. You can do that with an investment in Customer Success and customer education. . Say it with me: Every.

Education 98

Education Customer Success Venture Capital Churn 98

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Today, this customer segment’s NRR is at 124%.”

VP of Engineering 98

VP of Engineering Customer Success Scale Onboarding 98

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Here we’ll cover what you need to know about customer health scores. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts.

Payment Features 124

Payment Features Churn Retention Metrics 124

Sales Hacker

OCTOBER 18, 2024

GTMnow is the media brand of GTMfund – sharing go-to-market advice from the top 1% of revenue operators including the 350 executives behind the fund, news, and our viewpoints from working with hundreds of portfolio companies. Sales reps staying on the account post-sale till first point of value – noted by Sydney Sloan (CMO of G2).

Sales Recruiting 106

Sales Recruiting Software Review Scale AI 106

Intercom, Inc.

JULY 1, 2019

The new SaaS model is subscription revenue-driven, which begs the question: what is a conversion today? At Collision , I spoke about the new techniques that product owners and marketers will need to navigate the world of customer relationships. It’s not just SaaS; subscriptions are taking over.

Retention 223

Retention Onboarding Payment Features Subscription 223

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). Lower churn leads to higher customer lifetime value (LTV), better brand reputation, and increased revenue. Happy customers bring referrals, fueling organic growth. A lower churn rate indicates higher customer retention.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

User Pilot

SEPTEMBER 14, 2023

TL;DR Dunning emails are a form of transactional email used to remind customers about a payment status by attaching their billing info, invoice, and resolution options. Dunning emails are important because they protect the customer experience, increase retention rates , and automate the payment collection process.

Payment Methods 104

Payment Methods Payment Solutions Payment Services Payment Features 104

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 122

B2B Payment Methods Payments SaaS Payments 122

Stax

MARCH 18, 2025

However, a SaaS company providing global HR and payroll solutions may have a few hundred customers paying a monthly or annual feein other words, making recurring payments over a longer period of time. If customers want to make a switch to another SaaS competitor, it’s easier to do so, affecting the bottom line.

Scale 117

Scale Payment Services Payments SaaS Payments 117

Totango

MARCH 19, 2021

It is only when we look at this as one interconnected journey, from the customer’s perspective, that we can really drive customer success and business growth. A prospect may also encounter your brand through word-of-mouth or a customer referral.

Sales Recruiting 126

Sales Recruiting Onboarding Branding Retention 126

SaaStr

APRIL 7, 2022

If you’re handling multiple invoices from different customers that come in different formats, you can keep hiring more finance people or you can have robots augment your finance people. They enjoy their job better and have better satisfaction actually, and you have a much more productive organization. How do you do that?

Sales Hiring 274

Sales Hiring Scale Sales Recruiting Outsourcing Services 274

FastSpring

NOVEMBER 16, 2022

Stream our conversation below for insights into: How to successfully roll out a localized version of a game Running “microcampaigns” for better ROI on your global marketing efforts Cultivating brand ambassadors and future employees from your user base. After some meetings with FastSpring’s customer success team, they figured out the issue. “It

Sales 142

Sales Benchmarks Pricing Branding 142

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 117

SaaS Software Review Technical Review Onboarding 117

Intercom, Inc.

OCTOBER 16, 2019

They will be time-pressed, but at this price point, decision making will often be swift and they will be less worried about your brand equity (or lack of it) at this stage. Perhaps you will need to rely on purchase orders and invoices, which adds friction to the process and will also introduce credit risk. Purchase process.

Business Model 195

Business Model Scale Pricing Payment Methods 195

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. What Is Customer Loyalty?

B2B 114

B2B B2C Underperforming Technical Team Business 114