Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. It ties up lines and makes the whole center fall behind.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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

Amity

JUNE 27, 2018

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. Customer Success hasn’t been around for nearly as long as we tend to think.

Customer centricity 82

Customer centricity SaaS Education Best practices 82

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. Let’s set the stage. The Sales Handoff Strategy.

Sales 40

Sales Upselling Best practices SaaS 40

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Coaching Accountability Personalization 52

ClientSuccess

OCTOBER 22, 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. Each day we learn from the trenches what it takes to make clients happy and successful. 19 Qualities That Can Make Good Customer Success Managers Great.

Management 41

Management Feedback Personalization SaaS 41

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

JULY 8, 2020

With the evolution of the digital age, companies are getting more specific in their areas of business. With evolving needs, companies are buying new solutions available in the marketplace. Companies implement this adoption process for various reasons. But do they fit right in their workforce? But it is all easier said than done.

Metrics 10

Metrics SaaS Management Sales 10

SmartKarrot

JUNE 9, 2020

In the case of customer success, these rock bottom or what we call as the pitfalls could make the hair-line difference between churn and customer stickiness. Strategy #1: A well-furnished Onboarding with valued training. The first foray for a new customer is the process of onboarding.

SaaS 11

SaaS Sales Upselling Best practices 11

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? Onboarding metrics serve two main purposes.

Metrics 98

Metrics SaaS Surveys Self service 98

SmartKarrot

AUGUST 5, 2020

For the modern SaaS companies, customer satisfaction is no more a good to have attribute. Companies have increasingly realized in the last decade that they cannot grow until their customers are happy. They are taking every measure to give excellent service to the customers. Why do customers turn unhappy?

Feedback 10

Feedback Customer centricity SaaS Sales 10

ProProfs Blog

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. You try your best not to make any mistakes.

Metrics 142

Metrics Customer retention SaaS Surveys 142

Amity

MAY 6, 2018

Onboarding, a fresh beginning for both the "onboarder" and the "onboardee" It entails new relationships, new opportunities, and the bright aspirations of a young and budding customer that you want to bring to success. Always remember the impact that onboarding has on everyone who is a part of the process.

SaaS 96

SaaS Self service Sales Finance 96

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

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? Onboarding metrics serve two main purposes.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

SEPTEMBER 9, 2020

In my last article, I went into the details of What is QBR and the choices that can make or break it. This is the most important occasion to win their confidence and thereby, ensuring renewal of contract. In a nutshell, it should be someone who can make informed decisions on their strategic initiatives. 4 Show achievements.

Metrics 10

Metrics Upselling Banking SaaS 10

CustomerSuccessBox

MAY 17, 2021

In a Subscription economy, the customer is the true king. It gives the power to the customer aka subscribers to not only choose the vendors among available options but also the power to fire them at their will. So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers.

Customer retention 52

Customer retention SaaS Accountability 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64