ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Why are Sales to CS handoffs a tricky stage? The first step after a sale is successful is onboarding.

Sales 52

Sales Engineering Upselling Customer retention 52

Amity

SEPTEMBER 6, 2018

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company. You just can’t win that battle.

Technical Support 75

Technical Support SaaS Accountability Sales 75

Amity

OCTOBER 3, 2016

Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. There are all kinds of technical, organizational, and user adoption risks that need to be addressed. Your company understands your SaaS system inside and out because you conceived and built it BUT the customer does not.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

TeleDirect

DECEMBER 14, 2023

To provide the best customer experience possible and to turn calls into leads into sales. In addition to boosting your ROI through increased sales, customer acquisition and retention, you will also gain additional revenue by lowering your overhead costs. In other ways, it’s less concrete and slightly more complicated. The result?

Call Center 62

Call Center Customer retention Technical Support Sales 62

Amity

OCTOBER 21, 2016

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company. You just can’t win that battle.

Technical Support 87

Technical Support SaaS Accountability Sales 87

TeamSupport

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” Effectiveness: Efficiency and effectiveness go hand in hand when it comes to support excellence.

Customer Support 98

Customer Support Technical Support B2B SaaS 98

Amity

SEPTEMBER 5, 2018

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. No salesperson likes surprises, especially when trying to upsell within an account.

Technical Support 80

Technical Support Upselling Accountability SaaS 80

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. There are all kinds of technical, organizational, and user adoption risks that need to be addressed. Pam: At this juncture, you are no longer trying to “make the sale”.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

ChurnZero

AUGUST 25, 2020

Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support. She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Amity

DECEMBER 18, 2014

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company. You just can’t win that battle.

Technical Support 48

Technical Support SaaS Enterprise Accountability 48

CSM Practice

FEBRUARY 1, 2021

If the handoff from sales to customer success is done properly, most of this information will be available to you. Doesn’t it make sense that for the customer to agree to the purchase, the account executive must have already collected this information and sold the customer on how your company’s solution will address their needs?

Technical Support 76

Technical Support Sales Metrics SaaS 76

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. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. As you can see, it’s a continuous process. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Amity

JULY 25, 2016

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. No salesperson likes surprises especially when trying to upsell within an account.

Technical Support 59

Technical Support Upselling Accountability SaaS 59

Education Services Group

MAY 13, 2020

Regardless of your organizational structure – whether CS rolls up to sales, operations, or you have your own discreet organization within the business, it is critical to demonstrate how CS influences growth and impacts costs. We may see Account Managers within the sales organization owning that relationship.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. then having to incur costs to tune your sales organization to sell more just to stay even on your sales projections.

SaaS 66

SaaS Metrics Accountability Technical Support 66

NobelBiz

MAY 25, 2023

Goldmine, which launched in 1990, was the first kind of software to combine contact information, calendaring, sales data, and marketing automation into one platform. This can lead to increased customer satisfaction and loyalty, as well as improved sales and revenue. Since then, the CDP market has grown rapidly.

call center software 98

call center software Call Center APIs Contact Center 98

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. On the support side, our representatives track first call resolution rates, CSAT Scores (via Zendesk), and missed call volume. A Category Breakdown. Aircall was recently ranked the No. Media: 8/20.

call center software 59

call center software Call Center First call resolution Technical Support 59

Hodusoft

JULY 28, 2021

Accounting for total Cost of Ownership. Accounting for total cost of ownership throughout the lifecycle of a business phone system is one of the most important aspects of decision making. Nowadays, IP PBX is also available as a SaaS product. Understand Technical support tenure.

voip 52

voip Technical Support APIs SaaS 52

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

Amity

MARCH 3, 2014

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. No salesperson likes surprises especially when trying to upsell within an account.

Technical Support 57

Technical Support SaaS Upselling Accountability 57

Nicereply

JULY 13, 2021

For this article, I spoke with six customer support and success leaders from various industries with different product offerings so they can share techniques you can use to make your team successful. Peter Muir is the Manager of Technical Support at Dejero. Regis Eloi is the former Director of Customer Support at Salsify.

B2B 98

B2B B2C SaaS Technical Support 98

SmartKarrot

SEPTEMBER 24, 2020

To understand the SaaS business growth, let’s take a quick look at the SaaS history through this analogy. But with the advancement of SaaS, the growth model has changed drastically. So, for the SaaS business growth, the builder’s goal is to a) rent-out as many apartments as possible. It is easy to get lost in all of them.

SaaS 10

SaaS Customer retention Construction Accountability 10

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. then having to incur costs to tune your sales organization to sell more just to stay even on your sales projections.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. then having to incur costs to tune your sales organization to sell more just to stay even on your sales projections.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. then having to incur costs to tune your sales organization to sell more just to stay even on your sales projections.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. then having to incur costs to tune your sales organization to sell more just to stay even on your sales projections.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

NOVEMBER 9, 2022

You will serve as project manager and leader for cross-functional initiatives such as standing up a CS/Sales qualified lead engine process, building out a retention strategy for the individual Loan Officer and Real Estate customers, and developing a feedback forum for product development initiatives rooted in the voice of the customer.

Real estate 19

Real estate Consulting Consulting Technical Support 19

Comm100

FEBRUARY 19, 2020

These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support. For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. The Exceptionally Angry Customer. Your Business Partners.

B2C 64

B2C B2B Advertising Accountability 64

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. A lost customer could potentially cause damage to your reputation and affect other sales. WHAT is SaaS Customer Success?

SaaS 54

SaaS Metrics Accountability Technical Support 54

CustomerSuccessBox

JANUARY 18, 2022

Distinguishing accounts based on value and revenue growth allows you to engage them better and keep them satisfied. If your sales team already has tips to outline consumer tiers, then apply those. There are many analytics and CS tools to help SaaS-based enterprises analyze customer end-user usage behavior. by this number.

Self service 52

Self service Enterprise Analytics Technical Support 52

SmartKarrot

APRIL 3, 2023

As a Customer Success Director you’ll have a chance to join a highly prominent, rapidly growing SaaS cloud startup. To align on strategy and drive positive business outcomes, closely collaborate with senior peers in different functional areas of the company, such as Sales, Professional Services, Partner Success, etc.

Technical Support 19

Technical Support Accountability SaaS Coaching 19

CSM Practice

FEBRUARY 1, 2021

If the handoff from sales to customer success is done properly, most of this information will be available to you. Doesn’t it make sense that for the customer to agree to the purchase, the account executive must have already collected this information and sold the customer on how your company’s solution will address their needs?

Technical Support 40

Technical Support Sales Metrics SaaS 40

SmartKarrot

AUGUST 3, 2022

Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams. Drive growth in Infogrid’ installed base of customers through the strategic engagement of lighthouse accounts deepening the use of Infogrid SaaS platform to increase.

Technical Support 19

Technical Support Accountability Enterprise SaaS 19

ChurnZero

OCTOBER 22, 2020

If your Sales team needed a CRM, you wouldn’t expect it to be built in-house – they’d purchase Salesforce. According to the report, “Customer Success Management (CSM) systems have a high benefit rating for companies that need to improve and automate post-sales processes, including onboarding, adoption, renewal processes, and churn mitigation.

CRM 59

CRM Customer retention Technology Best practices 59

SmartKarrot

APRIL 3, 2023

As a Customer Success Director you’ll have a chance to join a highly prominent, rapidly growing SaaS cloud startup. To align on strategy and drive positive business outcomes, closely collaborate with senior peers in different functional areas of the company, such as Sales, Professional Services, Partner Success, etc.

Technical Support 15

Technical Support Accountability SaaS Coaching 15