CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Management 59

Management Feedback Sales SaaS 59

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. To build an easy to use IVR that helps your customers follow these five tips!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Call Experts

MARCH 18, 2020

Without much preparation, many people are abruptly having to adjust to new ways of operating, managing and planning for life. We are all asking ourselves, “now what are we supposed to do every day?”. . Are you worried about how you can keep your children occupied while also maintaining a productive work from home schedule?

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

ChurnZero

MAY 3, 2019

The following is a guest blog post by Sam Makad. . If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. But loyal customers don’t just appear out of thin air.

Customer retention 75

Customer retention CRM Upselling Sales 75

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. through 2022.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind? And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers.

Accountability 75

Accountability Metrics Education Marketing 75

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Upselling 52

Upselling SaaS B2B Metrics 52

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter. Net Promoter Score (NPS).

Customer retention 63

Customer retention Metrics Surveys Customer effort 63

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

Amity

SEPTEMBER 25, 2017

The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. Can you tell us about your responsibilities at HelloSign?

B2C 60

B2C SaaS Accountability B2B 60

Education Services Group

MAY 11, 2018

Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. We see two options: Max out overhead by hiring additional full-time CS managers.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

ChurnZero

JUNE 28, 2019

4 Customer Success Lessons That You Can Learn From Playing Tetris. But what could it possibly have to do with Customer Success? Continue reading to discover the four lessons that Customer Success practitioners can learn from this well-aged classic game. I’ve never considered myself a gamer.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Solvvy

AUGUST 31, 2022

There are lots of theories about what influences consumer’s purchasing decisions, including the theory that 95% of purchasing decisions occur in the subconscious. Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

ClientSuccess

NOVEMBER 7, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Sam Feil , Customer Success Manager.

Management 51

Management Best practices SaaS Metrics 51

Amity

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Surveys 68

Surveys SaaS Accountability Education 68

CustomerSuccessBox

JULY 8, 2020

Customer Retention is key. These are some of the phrases that you must have heard a lot in the last few weeks as companies try to stage a comeback. What is the fundamental definition of Customer Retention? Customers who can pay for their subscription should be the gold standard in retention as cash is critical now.

Customer retention 52

Customer retention SaaS Consulting Consulting 52

AWS Machine Learning

NOVEMBER 21, 2022

Organizations across industries such as retail, banking, finance, healthcare, manufacturing, and lending often have to deal with vast amounts of unstructured text documents coming from various sources, such as news, blogs, product reviews, customer support channels, and social media. Churn prediction. Predictive maintenance.

Scripts 72

Scripts Metrics APIs Healthcare 72

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Accountability 45

Accountability SaaS Surveys Education 45

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Accountability 45

Accountability SaaS Surveys Education 45

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? Key Takeaways.

Surveys 54

Surveys Customer Support B2C CRM 54

SmartKarrot

OCTOBER 31, 2022

The customer success/account management industry is constantly evolving, but one main thing that has not changed is the need for personalized recommendations for clients. Augmented Intelligence can be described as a system that allows you to create a personal-assistant-like experience for your customers.

Accountability 10

Accountability Management Engineering Personalization 10

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

SmartKarrot

JUNE 30, 2021

What is product adoption and why is it important? Frequently Asked Questions: What is Product Adoption? Businesses and product creators need to know how the product works and is adopted by customers. Customer onboarding Training Engagement Product experience. Why Product Adoption is Critical for SaaS Success?

SaaS 10

SaaS Upselling Metrics Advertising 10

SmartKarrot

NOVEMBER 22, 2022

What is the land and expand strategy? . Then, you continue to sell to the business across different projects and expand your services and profit margins over time. Then, you continue to sell to the business across different projects and expand your services and profit margins over time. Here are the benefits of this strategy.

Engineering 10

Engineering Sales Enterprise Self service 10

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In this mix, it is necessary to find efficient ways to sustain your business. What do Experts have to say?

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 102

Best practices SaaS Journey mapping B2C 102

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

JANUARY 31, 2022

S/he typically has a deep understanding of your solution and its benefits, understands the value and impact of ROI. What to do when the Executive sponsor change? Over the past few years, you’ve spent a significant amount of time and energy building a relationship with your Executive Sponsor on your account.

Upselling 52

Upselling Accountability SaaS Best practices 52

Totango

APRIL 28, 2020

A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time.

Customer retention 111

Customer retention Enterprise Accountability Technology 111

CSM Practice

JUNE 4, 2021

How do you know if your customer success team’s initiatives are truly working and which of them are not? Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. .

SaaS 52

SaaS Upselling Metrics CRM 52

ChurnZero

FEBRUARY 23, 2021

Think customer health scores are only good for calculating renewal likelihood? How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? During the webinar, we cover: Who uses customer health scoring. The true impact of customer health scores.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80