Chaotic Flow

AUGUST 18, 2015

Sales, marketing, customer success, and technical support teams all play critical roles in servicing SaaS customers and driving SaaS business revenue. Churn is just negative retention, and retention is revenue. Use whatever approach works best for your particular SaaS business, but don’t fumble your hand-offs.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

User Pilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. Why does retention management take so much time and effort? What We’ll Cover In Our Customer Retention Guide.

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

SaaStr

AUGUST 5, 2019

It was just a catch phrase we would use but became the cornerstone, if you would, of our customer retention strategy. Since land, expand, and explode is really all about customer retention and building long term customer value. And the other metric we maniacally track is what we talk about in terms of net retention.

Sales Recruiting 203

Sales Recruiting Construction Scale SaaS 203

Totango

JANUARY 22, 2024

Retention is the new acquisition. This is the moment for CS to rise to the occasion by focusing on securing retention and driving expansion, continuously working with customer results in mind, using adoption and feedback to drive advocacy, and embracing integration across the enterprise.

Customer Success 100

Customer Success Generative AI Scale AI 100

User Pilot

APRIL 22, 2024

Technical support. Any help that involves the technical team. Self-service support. Technical support Forms of technical support include developers’ docs, one-on-one setup calls, integration assistance, network systems compatibility, tweaks in code, or technical workarounds.

Strategy 105

Strategy Technical Review Technical Support Systems Review 105

User Pilot

MARCH 7, 2024

Free tools offer basic functionalities but are limited in different aspects like customizations, technical support , and integrations with other apps. Paid tools come at a significant cost but offer more advanced features, dedicated support, and more app integrations. Retention tables. A retention table in Userpilot.

Social Media 105

Social Media AI Search Mobile AI 105

Stax

JANUARY 28, 2025

Scalable technology: the provider must be able to support high-volume transactions so you wont need to go through the pains and costs of migrating to another provider as your business expands in the future. No retention of customer data for marketing or user experience optimization. Minimal or no integration with marketing systems.

Payment Methods 68

Payment Methods Payment Services Merchant Services SaaS Payments 68

User Pilot

MAY 8, 2024

Satisfying customer needs is essential for retention and loyalty. Common needs are related to functionality, reliability, usability , integration , support, customization, and cost-effectiveness. Support : timely and effective help and assistance, including customer service , technical support, and resources for troubleshooting.

SaaS Payments 105

SaaS Payments Payment Solutions Payment Services Payments 105

Totango

SEPTEMBER 6, 2022

QBRs don’t focus on customer technical support issues, although they may touch on technical issues as these impact customer outcomes. Building QBRs into your standard operating procedures can yield significant increases in customer retention and a reduction in churn. Laying a foundation for customer renewal and expansion.

Technical Review 113

Technical Review Software Review Business Scale 113

ChurnZero

MARCH 31, 2022

Following the webinar, we invited Dave to give his rapid-fire takes on tracking the retention of auto-renew customers, calculating customer lifetime value as a startup, comping CSMs on expansion, determining the importance of measuring time to value, and much more. tech ops, AWS, technical support). A: I love auto-renews.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

User Pilot

JANUARY 28, 2025

Setting it up requires developers and manual tracking, which can slow down projects and make non-technical members dependent on technical support. Machine learning insights – Amplitude also uses machine learning to highlight retention trends and user predictions. This is not something Mixpanel offers natively.

Machine Learning 52

Machine Learning Artificial Intelligence SaaS Pricing 52

Neil Patel

SEPTEMBER 8, 2020

The companies are selected based on annual ad spend, client growth, client retention, and other information. You’re able to use your expertise to offer quality services to your customers, whether you’re consulting, training, implementing Google products, or offering technical support. Sales Partner.

Merchant Services 29

Merchant Services Technical Advisors Advertising Systems Review 29

Stax

APRIL 17, 2025

Technical support and resources Youre not doing it alone. ISV partners often get access to exclusive technical documentation, sandbox environments, solution architects, and dedicated partner support teams. Also, consider the kind of technical support that may be available.

Merchant Services 88

Merchant Services Payment Solutions Payment Services Payments 88

ChurnZero

MARCH 5, 2021

This article, which was adapted from one of our most popular Big RYG sessions, “ Why Humans Are Irrational: Applying Behavioral Economics to Customer Success ,” presented by Dan Rourke , Senior Director of Technical Support at Khoros , outlines how to apply behavioral economic theories to real-world Customer Success scenarios.

Customer Success 98

Customer Success Technical Review Churn Technical Support 98

Totango

SEPTEMBER 7, 2021

But in a digital environment, support issues and tickets are not always something that one person can solve. For some issues, a designated account manager may be appropriate, but for other issues, the right person may be a technical support specialist or a billing specialist, for example.

B2B 84

B2B Engagement Strategy B2C 84

User Pilot

FEBRUARY 3, 2022

It has a lasting effect on customer success, satisfaction, retention, and revenue. A high stickiness ratio suggests that customers are benefitting from your product repeatedly, which, in turn, increases customer retention. This in turn drives retention and reduces churn. Want to know the key activation metrics for SaaS?

Metrics 98

Metrics SaaS Social Media Onboarding 98

Baremetrics

SEPTEMBER 26, 2021

Customer retention rate (CRR) iv. R&D amortization (per customer, per period), technical support, hosting, account management, and all the overhead spent to run the company must be earned back through subscription revenue, which means you need to include it in this calculation. Cost of customer acquisition (CAC) v.

Metrics 95

Metrics SaaS Payments SaaS Customer Lifetime Value 95

ChurnZero

JANUARY 20, 2021

Customer Success teams can drive retention and new growth. Author Bio: Justine Dennis is the Manager of Customer Success and Support at Fusebill. She has been working in client-facing roles, including technical support, customer success and implementation and training for the past 10 years.

Customer Success 98

Customer Success Scale SaaS B2B 98

Baremetrics

OCTOBER 8, 2021

These mysterious errors are often the result of a bad API, and it can take the collective actions of your customer describing the error in the most detail possible, your technical team, and the Stripe technical support to solve the issue. In addition, Baremetrics can capture fresh insights regarding the reason for cancellation.

Payment Services 98

Payment Services Churn Merchant Services SaaS Payments 98

Sales Hacker

SEPTEMBER 24, 2022

Some funnels include an additional stage focused on customer retention and loyalty. Technical support. Of course, you don’t have to give away freebies to all customers, but you can do it for those most likely to convert or have already moved down the funnel. Customer onboarding activities. Guided tutorials.

Sales Funnel 133

Sales Funnel Outsourcing Services Underperforming Technical Team Social Media 133

User Pilot

AUGUST 24, 2021

Miro has capitalized on the customer self-service strategy by implementing in-app guides that cover features, use cases, and technical support: Source: Miro. Knowledge bases are usually accessed through your website while a resource center provides immediate support from within the app itself. Improved customer experience.

Software Review 98

Software Review Technical Review SaaS Scale 98

FastSpring

SEPTEMBER 16, 2022

That said, it might be helpful to occasionally reach out to FastSpring leaders directly , especially if someone has a business need that doesn’t necessarily involve a technical question about our platform. We have a diverse group of FastSpring experts in the community, not just end-user technical support specialists.

SaaS Payments 148

SaaS Payments Payment Solutions Merchant Services Software Review 148

User Pilot

AUGUST 28, 2024

For instance, a customer onboarding coordinator at a game company might prioritize creating engaging first-time experiences for new players, while one at an ed-tech company might focus on ensuring smooth access to learning materials and providing technical support to students and educators. What is the role of client onboarding?

Onboarding 52

Onboarding Technical Review Sales Recruiting Sales Hiring 52

ChurnZero

AUGUST 25, 2020

Don’t just limit yourself to searching hashtags like #CustomerSuccess and #retention. Her expertise spans Account Management, Professional Services, Technical Support and Success Operations. Twitter can be a goldmine for discovering the latest Customer Success trends and strategies.

Scale 69

Scale Technical Review Venture Capital Software Review 69

User Pilot

JULY 20, 2023

There’s a reduction in support tickets and therefore makes customer support cheaper. It offers a better customer experience that eventually leads to more user retention. Personalized technical support. Multi-language support Pricing Starter plan at $120/mo for up to 4 users. HelpJuice customizable themes.

AI Search 98

AI Search AI Scale Pricing 98

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . These customers are represented by the right-hand side of the two by two matrix below: Choose a few existing Strategic and Key Retention accounts per CSM.

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

ChurnZero

OCTOBER 22, 2020

CSM system adoption shows signs of extending beyond the technology vertical, and there is also a growing focus on revenue expansion rather than solely retention. When it comes to customer retention, there’s business-altering revenue at risk. You must also consider the technical support that your team will require on a recurring basis.

Software Review 59

Software Review Technical Review Outsourcing Services Customer Success 59

User Pilot

JUNE 11, 2024

Try Userpilot , the all-in-one product adoption platform that’ll help you improve your onboarding experience and boost retention rates. Service blueprint map for technical support Example of a service blueprint for tech support. Did you identify friction points in your user onboarding? Get a demo.

Onboarding 105

Onboarding B2B Transportation Advertising 105

User Pilot

JULY 28, 2024

They play a key role in implementing a positive customer experience , improving user retention, and minimizing churn rates. They play a key role in implementing a positive customer experience , improving user retention, and minimizing churn rates. Their efforts are instrumental in driving customer loyalty and product adoption.

Management 52

Management Sales Recruiting Sales Hiring Leadership 52

Totango

MAY 22, 2020

Offer training and technical support as needed. Business metrics, such as net retention, highlight how your current customer engagement strategies are affecting your revenue. Monitor customer health scores and keep an eye on trends in retention and churn metrics. It also improves the overall efficiency of the team.

Customer Success 63

Customer Success Telecommunications Compensation Technology 63

ChurnZero

MARCH 31, 2022

Following the webinar, we invited Dave to give his rapid-fire takes on tracking the retention of auto-renew customers, calculating customer lifetime value as a startup, comping CSMs on expansion, determining the importance of measuring time to value, and much more. tech ops, AWS, technical support). A: I love auto-renews.

Customer Success 52

Customer Success Metrics Scale Customer Lifetime Value 52

Sales Hacker

AUGUST 6, 2018

You can supplement your robo-support with live agents during the hours when you have someone available to help. Bold360 is best for customer service teams, so it will help more with buyer retention than winning over new customers. Target Customer: Companies that provide technical support. Top features.

Sales Hiring 93

Sales Hiring Software Review Technical Review Sales 93

How To Buy Saas

FEBRUARY 25, 2025

If your business requires intricate cross-object automations and you have technical support, Salesforce will not disappoint; if you prefer quick wins and easy workflow setup, HubSpot is a winner. It offers a gentle learning curve and quick setup, which can be a huge advantage for growing businesses without a lot of technical support.

Scale 52

Scale Underperforming Technical Team Technical Review Software Review 52

Panintelligence

JUNE 20, 2024

This seamless integration can lead to higher user satisfaction and retention rates. Furthermore, the intuitive design and user-friendly interfaces of white label analytics tools ensure that users, regardless of their technical expertise, can easily navigate and utilize the analytics features.

SaaS 59

SaaS Business Technical Review Operational efficiency. 59

CustomerSuccessBox

NOVEMBER 2, 2021

This makes retention easier. Customer Retention. The process of retention starts from the beginning. Nail this step and the customer will be asking for retention themselves. Our Ultimate Guide for Customer Retention! Meanwhile, Customer Success metrics are customer lifetime value, churn rate, retention/upsells.

Customer Success 52

Customer Success Technical Advisors Sales Technical Review 52

Valuize Consulting

SEPTEMBER 16, 2024

Ongoing Support: A Proactive Partnership In a holistic model, support isn’t reactive. Technical support teams analyze incident patterns to provide stronger guidance and share insights with the product team. This leads to higher retention rates, more renewals and increased lifetime value.

Management 52

Management Underperforming Technical Team Technical Review Customer Success 52

User Pilot

AUGUST 25, 2024

Entry-level roles : Start by gaining experience in customer-facing roles like customer service representative, sales associate, or technical support specialist. Gainsight Pulse : Gainsight, a leading customer success platform, offers a wealth of webinars on customer onboarding, adoption, and retention.

Onboarding 52

Onboarding Software Review Interviewing Technical Review 52