CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . They also provide an opportunity to bring in best practices.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClientSuccess

MAY 8, 2019

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. In May 2017, I joined the Icertis Customer Success (CS) Team as their first Customer Success Manager (CSM) and have just completed my second year.

Management 56

Management Technical Support SaaS Metrics 56

Netomi

FEBRUARY 28, 2022

It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”. “Udacity is committed to delivering training that equips its customers with proven job-ready skills and best practices needed to take advantage of the latest technologies,” she said. Connect with Julie.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64