ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

SmartKarrot

MAY 14, 2020

Customer success as a function in a business has undergone a vast evolution in itself, especially in the last decade, when more and more companies have realized the benefits of customer retention and loyalty. Between 2000 to 2010: CRM, Web Channels, Mobile App . 2010: SaaS, 2013: Customer Success .

SaaS 10

SaaS Upselling Customer retention CRM 10

CSM Practice

SEPTEMBER 25, 2020

See the full survey results here : I mean we’ve done a survey back in April and closed at mid-May and we showed about 50% of the SaaS companies reduced their forecast or new business deals. So the GRR, expected gross retention revenues, are mostly expected to be lower. Irit Eizips: (18:17). Yeah exactly especially post COVID.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

delighted

JANUARY 7, 2020

This focus on customer experience is yielding some impressive returns: The XM Institute found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. For SaaS companies, in particular, they can expect to increase revenue by $1 billion.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Netomi

JANUARY 5, 2022

Eliason, who interacted with more than 10,000 Comcast customers via Twitter, was the subject of significant press attention; he was featured in The Wall Street Journal , ABC News , Wired , The Washington Post , BusinessWeek , Forbes , and The Philadelphia Inquirer , among other publications. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JANUARY 22, 2021

Here is what we will be delving into today: Customer Success: Past. 1995 – 2000: The Rise of Customer-Centric Business Outlook 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. Customer Success: Present.

SaaS 10

SaaS Customer centricity CRM Analytics 10