ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

SaaS 81

SaaS Accountability Metrics Sales 81

UJET

JUNE 9, 2020

With digital transformation and the move to the cloud more important than ever before, customer support has truly grown beyond on-premise platforms, disjointed channel support, and patchwork APIs to connect different systems. UJET has first-hand experience with helping our customers move towards cloud-native customer support.

APIs 72

APIs Customer Support Contact Center Customer Experience 72

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. Here are three critical features your team needs in your ideal customer success platform: 1.

Metrics 68

Metrics SaaS Accountability Best practices 68

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. Quick Adoption is Key to Success.

Best practices 93

Best practices Self service Consulting Consulting 93

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. When 72% of U.S.

Technical Support 59

Technical Support Technology Self service Enterprise 59

ClientSuccess

MAY 11, 2021

Customer success managers working with SaaS products have a lot on their plate. The responsibilities genuinely seem endless, from managing new customer implementation to owning customer satisfaction to dealing with customer issues. Why a customer success platform is so critical for CSMs.

CRM 54

CRM Upselling SaaS Metrics 54

CustomerSuccessBox

JUNE 7, 2021

You need to know what your customers want and need. The success of your business is directly proportional to the success of your customer. Customer Success is all about: ensuring your customers attain their desired outcome while using your product. Alternatives to Customer Success platform.

SaaS 52

SaaS Upselling B2B Customer retention 52

Education Services Group

JANUARY 15, 2021

Customer Success platforms are transforming the way internal and customer-facing teams work efficiently and produce exceptional customer experiences. Now that you have decided to take the plunge and acquire a CS platform, your next steps are data integration and team implementation.

Customer retention 52

Customer retention CRM Feedback Customer Experience 52

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth.

SaaS 64

SaaS Finance Benchmark Upselling 64

Education Services Group

FEBRUARY 3, 2021

Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. ESG delivers Customer Success as a Service ® (CSaaS), enabling you to build, operationalize, and transform your CS organization.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey?

Accountability 69

Accountability CRM Sales Management 69

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Upselling 52

Upselling Accountability SaaS Metrics 52

Totango

FEBRUARY 18, 2021

In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level.

CRM 69

CRM Sales Enterprise Marketing 69

ClientSuccess

AUGUST 10, 2020

A lot has been said about the shift to cloud and SaaS-based vendors over the last few years, and this trend is alive and well in the customer success sector. As customer success platforms have grown over the last few years, they have expanded to encompass multiple different parts of the customer experience.

Upselling 65

Upselling SaaS Accountability CRM 65

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Accountability 69

Accountability Metrics Customer retention Feedback 69

Education Services Group

FEBRUARY 9, 2021

Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. As for Customer Success platforms, only 47% of those surveyed said they use them in their tech stack.

CRM 52

CRM Best practices Sales Banking 52

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. More and more companies are looking to customer success teams to help guide their overarching business strategy (even in sales, marketing, and product) and to help manage and cultivate long-term account growth.

SaaS 52

SaaS Finance Benchmark Upselling 52

ClientSuccess

JULY 20, 2020

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times.

SaaS 69

SaaS Metrics Accountability Management 69

ClientSuccess

APRIL 6, 2020

Customer success teams specifically must address a few additional challenges and considerations as well. First and foremost, customer success teams deal directly with customer teams that may or may not also be working at home. And second, customer-specific workflows can’t fall to the wayside during remote work.

SaaS 52

SaaS Management 52

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. What does a “well-designed customer success program” even look like?

Customer centricity 330

Customer centricity B2C Feedback Upselling 330

ClientSuccess

OCTOBER 20, 2020

But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1.

SaaS 59

SaaS Accountability Management Sales 59

Totango

APRIL 9, 2018

Today, Totango released its Spark Platform to provide customers with proven results quickly. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-of-the-box or can easily customize to meet your business needs.

Best practices 48

Best practices Enterprise Metrics Analytics 48

Amity

DECEMBER 5, 2016

For those just getting a Customer Success platform or reporting system up and running, deciding what metrics to track can be confusing. There are so many data points in Customer Success, but which are the ones that really give you insight into the health of your customer, and which ones should you prioritize right away?

Upselling 70

Upselling Accountability Metrics Management 70

Kapta Customer Success

SEPTEMBER 13, 2021

The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation.

Accountability 52

Accountability Management 52

Amity

JULY 12, 2018

In the customer success industry this can be especially hard because CS is still a new and developing area in the SaaS world. You’re learning as you go, and you have the responsibility of also teaching the rest of your organization about customer success. Doesn’t sound very simple, does it? How do you know?

APIs 60

APIs Engineering CRM B2B 60

ClientSuccess

MARCH 30, 2020

Deliver a Consistent Customer Experience. Whether it is McDonalds, Nike, Google, Apple, or Ritz Carlton, one of the most important pieces of their model is their ability to deliver consistent customer experiences. . Enable Customer Transparency . One of the key elements of a great brand is consistency.

SaaS 52

SaaS Best practices Accountability Customer Experience 52

Amity

JANUARY 27, 2016

Issue 73 - The Economic Benefits of a Customer Success Platform. A Customer success platform delivers economic benefits in three ways: they reduce churn, drive up-sells, and drive sales through secondary revenue and referrals. • SaaS Startups Can Reduce Churn with Better Customer Success.

Upselling 57

Upselling SaaS Best practices Sales 57

Amity

JANUARY 20, 2016

For fast-growing SaaS companies, it's easy to focus on new customers. But as much as new customers are rewarding, it's also important to take care of existing customers. In many respects, a customer success platform is a key pillar in how a company does business. Better customer visibility.

SaaS 54

SaaS Sales 54

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.

Contact Center 313

Contact Center Customer Support Customer Service Customer Experience 313

ShepHyken

JANUARY 8, 2024

What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? What is the impact of AI automating simpler customer support tasks? How can AI help agents focus on high-value tasks in customer service?

Customer Support 201

Customer Support Technology Customer Service Customer Experience 201

CSM Magazine

DECEMBER 15, 2021

Customer expectations are constantly evolving with technological innovations and they seek new and more interactive options for customer support. At this stage in your knowledge management journey, the proper knowledge database will enhance your teams’ efficiency and help personalize and simplify customer interactions.

Customer Service 52

Customer Service Management Self service Chatbots 52

Amity

JUNE 10, 2014

Amity sat down with Daniella Degrace, Former EVP of Customer Success at radian6 and Salesforce.com, to talk about customer success and posed a series of questions leading to the ultimate: If a development team were at her disposal what kind of customer success platform would you ask them to develop?

Upselling 48

Upselling Engineering Analytics Metrics 48

SmartKarrot

SEPTEMBER 2, 2021

It is imperative to maintain customer relationships and retain subscribers. A SaaS company with an increasing attrition rate often misses out on a key component of customer success. We are aware that success in the modern business world is dependent on “relationships”. What is a Customer Success Platform?

Management 10

Management CRM SaaS Accountability 10

SmartKarrot

SEPTEMBER 2, 2021

It is imperative to maintain customer relationships and retain subscribers. A SaaS company with an increasing attrition rate often misses out on a key component of customer success. We are aware that success in the modern business world is dependent on “relationships”. What is a Customer Success Platform?

Management 10

Management CRM SaaS Accountability 10

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure.

Revenue potential 102

Revenue potential Enterprise Accountability Marketing 102