CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. 4. Train Internally.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. 4. Train Internally.

SaaS 71

SaaS Upselling Accountability Sales 71

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

MAY 15, 2020

All the quantitative data that you get from your analytics tools are, no doubt, very much needed, but the qualitative data, such as to answer specific “why’s,” is something in which survey tools can help you. Here’s a brilliant example of using surveys for customer retention by one of the biggest brands of the world – Starbucks.

Surveys 97

Surveys Customer Experience Feedback Best practices 97