TechSee

APRIL 3, 2018

For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%. Solutions include voice of the customer (VoC) closed-loop surveys that enable companies to take quick action based on customer feedback, as well as best practices for renewal management.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

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

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

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

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

Verint

JANUARY 30, 2018

Following are three best practices we’ve used to make the most of our community and to ensure it continues to achieve the goals we established at the onset. customers, partners and employees—support it. That said, I’m pleasantly surprised that the platform doesn’t require much administrative time or technical support.

Analytics 38

Analytics Technical Support B2B Best practices 38

CSM Practice

JULY 6, 2020

To be more successful, these teams must develop strategies to cope with communication, collaboration, ongoing technical support, and adopt the right measures to track and measure performance. Encourage your customers to share ideas with others and to see best practices. The Shift to Remote Work. 4. Train Internally.

SaaS 71

SaaS Upselling Accountability Sales 71