Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.

Metrics 83

Metrics Upselling Accountability Enterprise 83

ClientSuccess

SEPTEMBER 3, 2020

In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? How to Transition Comp Plans.

Management 111

Management Upselling Sales Accountability 111

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. Customers derived little to no value. Account review and summary of previous interactions. Too many customers for current headcount.

SaaS 98

SaaS Customer centricity Accountability Education 98

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Nicereply

DECEMBER 7, 2022

Every business knows that customer success is key to maintaining loyal customers and ensuring positive word-of-mouth marketing. For that reason, building a solid customer success team is essential for your business success. Finally, providing ample moral support to new employees as they transition into their key roles is essential.

SaaS 52

SaaS Morale Feedback Accountability 52

AWS Machine Learning

SEPTEMBER 19, 2023

A multi-modal agent with generative AI boosts the productivity of a financial analyst by automating repetitive and routine tasks, freeing time for analysts to focus on high-value work. Implementing a multi-modal agent with AWS consolidates key insights from diverse structured and unstructured data on a large scale.

Marketing 99

Marketing APIs Engineering Analytics 99

Totango

JANUARY 29, 2021

Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey. Average customer lifetime value increases.

Best practices 79

Best practices Benchmark Upselling Accountability 79

CustomerSuccessBox

NOVEMBER 17, 2021

The concepts have changed, the key performance indicators (KPIs) have changed and now you have to change with them. We will be discussing all Net Revenue Retention in this blog. When you take into account all these changes with your existing customers and your recurring revenue, what you get is the net revenue retention.

Upselling 52

Upselling SaaS Metrics Accountability 52

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. From strategic plans, to presentations, to customer emails, to training material for their team—the writing never ends.

Management 98

Management Call Center Metrics Entertainment 98

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. What is customer success management or CSM? CSM allows you to manage the various aspects of the customer life cycle.

Management 52

Management CRM Analytics Customer retention 52

Totango

AUGUST 25, 2022

Then, we’ll dive into how customer engagement is measured and which key performance indicators (KPIs) are important, a topic further discussed in this excellent post by Matrix Partners serial entrepreneur and venture capitalist David Skok. Next, we’ll share six keys to effective SaaS customer engagement.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

ChurnZero

FEBRUARY 4, 2022

How to visualize the financial value of customer satisfaction. At these meetings, customer success leaders share the high-level performance of team initiatives that relate to the company’s business plan. Customer Success Metrics that Your Investors and Board Care About. Good investors care about the results of your organization.

Metrics 98

Metrics Consulting Consulting Best practices 98

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. In this blog, I am going to share a couple of proven playbooks and tools that my clients apply successfully to achieve this goal. Why keep your customers accountable?

Accountability 85

Accountability Education Personalization Management 85

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. Little wonder successful companies are now focusing on hardening their customer base. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

We covered how to make renewals in another blog. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. Little wonder successful companies are now focusing on hardening their customer base. 3. Changing Customer Priorities.

SaaS 71

SaaS Upselling Accountability Sales 71

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

Accountability 42

Accountability Upselling SaaS Feedback 42

Nicereply

SEPTEMBER 28, 2021

For many people, customer service is a key factor when deciding whether or not to do business with a company. That list of tools includes everything from the ticketing system that allows teams to access a shared email inbox all the way to an enterprise-level, cloud-based call center. Value: What do you get for the price you pay?

Customer Service 98

Customer Service call center software Surveys Analytics 98

aircall

OCTOBER 6, 2021

Effective sales onboarding is the process of getting new hires up to speed with company operations by providing the necessary knowledge, values, and tools. Another benefit of this is that you’ll retain your current employees longer because they know you invested enough time, resources, and training in them to succeed.

Sales 117

Sales Scripts Best practices Feedback 117

Amity

AUGUST 14, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. In this blog, I am going to share a couple of proven playbooks and tools that my clients apply successfully to achieve this goal. Why keep your customers accountable?

Accountability 70

Accountability Education Personalization Management 70

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. There’s immense value in laser-focusing on customer success. In this blog, we’ll learn how. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. By managing urgent issues on priority, customer satisfaction and loyalty can be enhanced greatly. million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

CustomerSuccessBox

MARCH 9, 2022

A very important SaaS metric that comes into play here is the Customer Lifetime Value(LTV). There are typically two tools commonly used by SaaS businesses to manage this mission. One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. However, only one of them performs tasks at scale.

CRM 52

CRM SaaS Accountability Sales 52

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . As customers struggle to adjust and manage, they’ll want to know their troubles are being heard by the businesses they interact with. The key is to progress the conversation into the future and focus on the prospective outcomes you will deliver. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. Knowing target users and analyzing their intents while interacting with your brand is the first queue to building a good user experience.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

aircall

DECEMBER 28, 2020

The question of how to scale distributed teams is a little more complicated. The right tools will make the process of scaling your distributed teams faster and easier. That’s important because by optimizing distributed teams, you’ll get the maximum benefit from your call center. . Why You Use a Distributed Team Model . 1) It’s cost-effective.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I started early on in a blue-collar, manufacturing background doing account management and account services.

B2C 0

B2C SaaS Accountability B2B 0

Amity

MARCH 13, 2017

In this blog post we're going to address how to make the customer success team more proactive. Whenever a new product or feature is launched, most customer success managers will attempt to either send out a personal email or schedule a training session with their customers to educate them about how to use the new module.

Education 57

Education Consulting Consulting Metrics 57

aircall

MAY 15, 2017

On the other hand, Farming aims at keeping existing customers to sustain the growth generated by the Sales team and increasing revenue through the expansion of current accounts – this is when the Success Team steps in. By delivering more value to customers, they in return, bring more value to the company.

Sales 88

Sales Accountability Engineering APIs 88

AWS Machine Learning

AUGUST 25, 2022

ACT produces custom-translated output without the need to build and maintain a custom translation model. Using ACT, Amazon Translate will use your preferred translation examples as parallel data to customize your translation result, eliminating the time and cost of required to build and train a new machine learning model.

Government 64

Government Accountability Enterprise Technology 64

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Analytics 52

Analytics Customer centricity Metrics Accountability 52

CSM Practice

OCTOBER 13, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. For this to happen, you must consider whether you have the right tools in place to establish a joint accountability with your client. Why keep your customers accountable?

Accountability 40

Accountability Education Management Personalization 40

SmartKarrot

OCTOBER 25, 2023

In the ever-evolving realm of business, Key Account Management (KAM) remains a pivotal aspect of sustaining and nurturing crucial client relationships. The stakes in managing key accounts are high; these are typically the clients that account for a significant portion of revenue.

Accountability 10

Accountability Management Best practices Healthcare 10

GetFeedback

MAY 9, 2019

All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. We publish new resources on the regular, so stay in the loop by signing up for our CX newsletter.) . We want to fix that.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134