Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. What’s the best way to identify the right people without making the application process too onerous for them? Thanks, Simone, a SaaS Support Soft-Skill Seeker.

Customer Service 90

Customer Service SaaS Personalization Best practices 90

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. What Is Customer Retention Software? Dunning Management: Profitwell.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. We’ll show you how to create a customer success playbook customized for your business. What Is a Customer Success Playbook?

SaaS 87

SaaS Upselling Best practices Customer retention 87

AWS Machine Learning

JUNE 4, 2024

In this post, we provide guidance on how to create an Amazon Bedrock custom model using HashiCorp Terraform that allows you to automate the process, including preparing datasets used for customization. Configure custom model Provisioned Throughput for your models. If you don’t have an account, you can sign up for one.

Scripts 101

Scripts Accountability Engineering Best practices 101

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 103

Best practices SaaS Journey mapping B2C 103

Blueship Call Center

APRIL 10, 2023

In the current market, where customers have more options than ever before, Outsourced Customer Service has evolved into the core competency of every modern business, particularly those in eCommerce and SaaS. A company might not always have the means or the motivation to offer top-notch customer service.

outsourcing 40

outsourcing Customer Service Call Center Customer Care 40

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C SaaS 108

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. If you are a SaaS business, churn is your devil with the pitchfork. Customers are unsteady, they sometimes run off to your competitors. But SaaS leaders know the importance of Net Revenue Retention and tracking it.

Upselling 52

Upselling SaaS Metrics Accountability 52

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Conversion: persuaded by your value proposition, your prospect makes their first purchase and becomes a paying customer. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. 86% of customers will spend more for a better experience and service. Be proactive.

Sales 69

Sales Customer Service Upselling CRM 69

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Luckily for customer success teams, there is no shortage of resources available. 5 resources to set your CSMs up for success.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

SmartKarrot

JUNE 23, 2022

To help you better, we will present to you some of the top 10 NPS survey best practices for customer success managers. The Net Promoter Score (NPS) is a metric for determining a company’s customer satisfaction, loyalty, and enthusiasm. Top 10 NPS Survey Best Practices for Customer Success Managers.

Best practices 10

Best practices Surveys Management B2B 10

Customer Service Life

MAY 20, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. Tap into best practices from dozens of different companies and years of experience. I like to tell folks that our product is customer service.

outsourcing 67

outsourcing Customer Experience Contact Center Best practices 67

Talkdesk

MAY 28, 2019

Improving the Call Center Outsourcing Customer Experience Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service.

outsourcing 70

outsourcing Call Center Customer Experience Best practices 70

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Coach to SaaS founders, Chief instigator at DanMartell.com. And they did.

Sales 129

Sales SaaS CRM B2B 129

Select VoiceCom Blog

JUNE 13, 2023

Read on as we delve into AI’s influence on the BPO landscape and explore real-world examples and best practices for a successful implementation. Hidden risks arise when AI solutions are embedded in software-as-a-service (SaaS) offerings, potentially exposing organisations to vulnerabilities exploitable by hackers.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 91

Management Upselling Coaching Best practices 91

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. While call centers are a common feature of most customer service teams, setting up one for your business is no easy task.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Education Services Group

MAY 6, 2021

1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Accountability 92

Accountability Construction SaaS Sales 92

Amity

APRIL 25, 2016

VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Deliver the World's Best Customer Experience. GM & SVP, Global Customer Success - CA Technologies.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

SmartKarrot

SEPTEMBER 25, 2020

Therefore, to save your company’s environment from the pernicious seeds of churn, you will have to sprinkle in some of the customer onboarding best practices. Now, what is the customer onboarding meaning or customer onboarding plan? One of the ‘goes-without-saying’ best practices is communication.

Best practices 8

Best practices SaaS Sales Surveys 8

ChurnZero

DECEMBER 27, 2019

, tell a customer they’re a poor fit, and manage customer s who ignores deadlines and meetings. . PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential. . Customer Success Resource.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

CustomerSuccessBox

MAY 9, 2022

Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Customer service.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

AUGUST 2, 2019

With statistics like this , it’s not surprising that a strategy once reserved for food courts has spread to other industries ; SaaS is no exception. For SaaS based businesses, initial product usage has a major impact on long term Customer Success. Now That You Know .

SaaS 58

SaaS Accountability Sales Personalization 58

ClientSuccess

OCTOBER 22, 2019

At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint. Don’t skimp on account planning.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Nicereply

JULY 13, 2021

One way to prepare your agents to support customers is by allowing them to use your products themselves. Giving the team hands-on usage that mimics customer use cases helps build a clearer understanding of pain points, frustrations, and best practices and can significantly improve their service.

B2B 98

B2B B2C SaaS Technical Support 98

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Talkdesk

MAY 28, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. I like to tell folks that our product is customer service. Here are four ways an outsourcer can help.

outsourcing 40

outsourcing Customer Experience Best practices Scripts 40

Nicereply

SEPTEMBER 13, 2022

It’s often touted as indispensable for helping customers and upskilling support agents. Customer demands are changing and customer service technology is improving. If your customers aren’t asking for contextual support yet, they will be soon. And now knowledge bases as we’ve always known them are dead.

SaaS 52

SaaS Chatbots Scripts Self service 52

CustomerSuccessBox

JANUARY 22, 2021

Your organization might have travel budget restrictions or you’re handling just not a dozen accounts but more than a hundred accounts or the restrictions and regulations imposed due to the recent global pandemic. Whatever the challenge be your customers need to know they can rely on you at all times. Real-time collaboration.

SaaS 52

SaaS Accountability Technology Management 52

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. What is customer success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 108

B2B SaaS B2C Upselling 108

JustCall

MARCH 10, 2023

Think of it as a blueprint your customer support team can use to ensure customers receive prompt and satisfactory assistance while minimizing time and resources invested. This helps free up your customer service representatives to focus on more complex and urgent issues, improve efficiency, and reduce response times.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Journey mapping 52

Journey mapping Government SaaS Self service 52

JustCall

MARCH 8, 2023

Blake Morgan Customer Experience Futurist, Keynote Speaker, Author, Consultant Blake Morgan is a renowned customer experience leader and a prominent industry voice with over 15 years of experience studying customer experience. Gain insights into successful customer-focused strategies through their stories and experiences.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52