ChurnZero

SEPTEMBER 8, 2020

As a product marketer using @asana , I’m enjoying @AlexanderHood ‘s talk now at #SaaStrAnnual about being customer-centric. What’s scalable is being customer-focused to build the right things! It’s over 10 times more expensive to acquire a new customer than it is to keep an existing one. .

SaaS 90

SaaS Upselling Customer centricity Education 90

Call Journey

JUNE 23, 2019

With the business landscape changing into a more customer-centric one, CCW provides the perfect venue to connect and learn about how our Voice Analytics solution can help transform today’s contact centers,” said Paul Humphrey, CEO of Call Journey. Understand Agent Performance and metrics.

Engineering 40

Engineering Analytics Upselling Scripts 40

Call Journey

JUNE 23, 2019

With the business landscape changing into a more customer-centric one, CCW provides the perfect venue to connect and learn about how our Voice Analytics solution can help transform today’s contact centers,” said Paul Humphrey, CEO of Call Journey. Understand Agent Performance and metrics.

Engineering 40

Engineering Analytics Upselling Scripts 40

CSM Practice

MARCH 1, 2021

Peled shared how Salesforce transformed its traditional way of navigating customer relationship management into an unconventional yet innovative one. He tackled how Salesforce delivered a robust framework, which they converted as a tool to become more a customer-centric organization. Turn around time of engineering solution.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Check out Customer SuccessCon for yourself. A re you assessing health?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

SmartKarrot

AUGUST 18, 2022

Understand customer business context and pain, and facilitate the strategic mapping of OfferFit value to identify potential upsell opportunities. Work closely with the OfferFit sales team to close upcoming renewals & upsell opportunities. Create dashboards to monitor critical client success metrics.

Upselling 19

Upselling Education Engineering Advertising 19

Squelch

JULY 23, 2019

In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. How has the role of customer success evolved with the rise of SaaS companies? What do I mean by that?

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. The lightning round.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. The lightning round.

SaaS 52

SaaS B2B Upselling Metrics 52

JivoChat

APRIL 16, 2023

Ecommerce involves a lot of steps, but some include building your ecommerce platform , setting up payment gateways, and tracking customer behaviors and preferences. When developing an ecommerce strategy, it’s important to consider the customer’s journey and their needs. “Think Different.”

Analytics 82

Analytics Engineering Advertising Sales 82

Squelch

JULY 23, 2019

In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. How has the role of customer success evolved with the rise of SaaS companies? What do I mean by that?

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. How did you personally get started in Customer Success?

Coaching 0

Coaching Engineering Upselling Marketing 0

SmartKarrot

FEBRUARY 8, 2022

Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand the publishers’ business strategies and measurements for success. Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering.

Upselling 19

Upselling B2B Customer centricity SaaS 19

ClearAction

NOVEMBER 16, 2023

B2B voice of customer maturity requires you to think through what works well in your company’s culture for energetic, sustained, and collaborative action and follow-through. That’s not bold enough to engender customer-centric thinking and behaviors throughout your corporation, nor to move the needle in financial growth.

B2B 62

B2B Feedback B2C Enterprise 62

SmartKarrot

FEBRUARY 10, 2022

Manage Customer Success activities and establish an overall vision and strategic plan. Measure the effectiveness of Customer Success by establishing, tracking, and evolving metrics, and expose subsets of those metrics to the exec team. Be outcome-oriented and metric-driven in your approach to making customers successful.

Education 19

Education Best practices Upselling B2B 19

Amity

JANUARY 30, 2019

There are some important questions to ask as you scale your support team such as, do you keep all of your support staff in house or do you outsource a portion, what are your current utilization metrics and what do you want them to be, do you implement a rolling queue, do you implement various tiers, and what are your target SLAs, etc.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

FEBRUARY 1, 2022

Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities. Design, implement and champion new processes that span cross-functional teams and map to the optimal customer journey. Own metrics related to the successful onboarding, retention, and growth of Teampay customers.

Accountability 19

Accountability Healthcare Upselling Metrics 19

Amity

MARCH 10, 2017

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. Customer Success is a great opportunity for young professionals looking to make a direct impact. Getting started ban be dreadful.

Engineering 90

Engineering Upselling Metrics Customer centricity 90

SmartKarrot

OCTOBER 21, 2021

Identify commercial development opportunities by analyzing customer strategies to increase sales, reduce costs and maximize the efficiency of in-store operations. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Upselling 19

Upselling Accountability Customer centricity Coaching 19

ChurnZero

FEBRUARY 26, 2021

For example, Product Managers can share research requests when they want to talk to a customer with pain points related to a feature in review. Or if Customer Success has a customer who wants to become more involved in an aspect of product development, they post a request to have a Product Manager or Engineer listen in on the conversation.

Management 59

Management Feedback Sales SaaS 59

SmartKarrot

JUNE 9, 2021

Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities.

Upselling 10

Upselling Accountability Customer centricity Engineering 10

SmartKarrot

JULY 6, 2021

Lead and execute initiatives that continue to improve internal processes and systems for the Customer Success team. Work with your team to focus on incremental strategy & upselling throughout the campaign cycle in order to maximize revenue.

Coaching 10

Coaching Finance Upselling Customer centricity 10

ChurnZero

NOVEMBER 22, 2019

With deep expertise in scaling organizations, she works with companies globally to build programs that are customer-centric and scalable. She has also held numerous Interim ‘Head of Customer Success’ roles. Customer Success Around the Web. She is process and culture-driven, building high performing teams.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

ChurnZero

NOVEMBER 15, 2019

Customer Success Teams are on the hook to finish out the year strong, preform quarterly business review (QBRs), determine and refresh key performance indicators (KPIs) for the new year, finalize budgets – and most importantly ensure their customers are successful going into the new year. Customer Success operations planning.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

MARCH 29, 2022

But if customers are retained through upsells or cross-sells, the revenue lost is reduced. To ensure customer churn reduces, you must achieve negative revenue churn. This guide on customer churn is a great resource to learn more about you can reduce it. Customer Success: Transformation to become an Earn Booster.

Upselling 10

Upselling SaaS Sales Customer centricity 10

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

APRIL 14, 2020

Role of Customer Success in Organizations. Customer Success is a long-term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value.”. The Customer Success Association. Customer success is an exciting and relatively new concept in business.

Upselling 10

Upselling SaaS Accountability Feedback 10

JivoChat

APRIL 13, 2021

Even for highly responsive, customer-centric businesses, relying on live agents all the time is expensive and unsustainable. Customers might reach out with urgent issues at off-times — during work breaks, after office hours, on weekends, or on holidays. Upsell or cross-sell customers on your offers.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40

SmartKarrot

MARCH 31, 2022

The major goals for any team are increasing revenue, making customers happy, product adoption growth, and more. Every team needs to keep customers at the core to align their work accordingly. All arms of the company, such as product, support, sales, engineering, marketing, and IT, need to work with customers in mind.

SaaS 10

SaaS Sales Feedback Upselling 10

Comm100

FEBRUARY 20, 2018

Happier agents are also more productive, which means that they can better achieve contact center metrics. Just remember that if you adopt a Chatbot you’ll have to adjust your metrics a bit, to reflect the time that it takes to solve just complex queries). Value in Customer Satisfaction. Drive Revenue.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

Comm100

FEBRUARY 5, 2018

This put power into the hands of the consumer, and lead businesses to focus in on the customer experience. The beauty of virtual spaces is not only the establishment of a different, more customer-centric corporate culture: customers’ footprints are now easier than ever to map and transform into revenue. Download Now.

CRM 49

CRM Marketing Multichannel Self service 49

SmartKarrot

JUNE 15, 2022

Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and executives) to complete client goals and, in general, be the voice of the Client to provide visibility and/or escalations. Work closely with the Account Management team to manage the overall health of the account and drive timely renewals and upsells/expansions.

Accountability 3

Accountability Upselling Customer centricity Engineering 3

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. Drive customer advocacy in the form of case studies, testimonials, and referrals.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3