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

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. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Priority and Red Account management.

SaaS 66

SaaS Metrics Accountability Technical Support 66

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

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. In addition to their past performance, inquire about the vendor’s ongoing support services.

call center software 98

call center software Call Center APIs Contact Center 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. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Priority and Red Account management.

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. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Priority and Red Account management.

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. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Priority and Red Account management.

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. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Priority and Red Account management.

SaaS 48

SaaS Metrics Accountability Technical Support 48

CustomerSuccessBox

NOVEMBER 2, 2021

This is also the preferred method for high-priority accounts. Complete Account Information : Customer company name, the industry they are in, product-market fit, company size, and contract information. But with how tricky the danger zone is, you will find CSMs grasping at straws during account handovers.

Sales 52

Sales Engineering Upselling Customer retention 52

CustomerSuccessBox

JANUARY 18, 2022

Distinguishing accounts based on value and revenue growth allows you to engage them better and keep them satisfied. There are many analytics and CS tools to help SaaS-based enterprises analyze customer end-user usage behavior. They grew 300% in a single year and their customer success department had to keep up with the growing demand.

Self service 52

Self service Enterprise Analytics Technical Support 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 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. WHAT is SaaS Customer Success? – Ability to look for and enable upsell growth opportunity. Priority and Red Account management.

SaaS 54

SaaS Metrics Accountability Technical Support 54

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

SmartKarrot

FEBRUARY 21, 2023

Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. commercial expertise in upselling and/or renewals. Enterprise SaaS/cloud software customer success positions require a minimum of seven years of progressive experience. Create scalable and effective delivery processes.

Upselling 19

Upselling Technical Support SaaS Consulting 19

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. You don’t have a process.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Netomi

FEBRUARY 28, 2022

It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”. Prior to Gainsight, Kellie led account management and partner management teams at ADP, yet always had a passion for Customer Success. “I Connect with Gemma .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. You don’t have a process.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

SmartKarrot

JUNE 5, 2020

Customer Success (CS) as a business function has seen enormous growth in the SaaS industry within the last decade. For example, in a customer success platform, a customer health score is something that gives you the complete picture of a customer account. Technical Support. Team Structure. Customer Success Sales.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Anika Zubair. Annette Franz. Bhavika Kochhar. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

MAY 15, 2020

The role of a Customer Success Manager (CSM) has now been a subject of rapid expansion in any software as a service (SaaS) company. They have taken over umpteen responsibilities and firmly produce one of the vital pillars of ‘growth’ within a SaaS community. Accounts Escalations . Understands the Process of Renewals .

Management 10

Management SaaS Technical Support Upselling 10

SmartKarrot

MAY 27, 2020

Client success is especially sought after in the top-most IT sector and SaaS companies, considering the adverse effect of high customer churn rate, and the need for dynamic revenue growth. Knowledge of Product and Technical Support . EQ is The New IQ .

B2B 10

B2B SaaS Technical Support Upselling 10

SmartKarrot

FEBRUARY 19, 2021

Upsell limitations: Calculate the bucket size of customers who qualify for upgrades or account expansion. Then calculate the number of actual upsells that have taken place in a specific duration, say a year. An ideal churn rate is considered to be 5% (annually, not monthly) for SaaS organizations.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

SmartKarrot

MARCH 14, 2022

Hold your team accountable for performance metrics related to resolving customer service issues, completing new client onboarding, consistently conducting client product training, identifying and closing renewal and revenue growth opportunities. Develop a deep understanding of the SaaS industry and the needs of our customers.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3