CustomerSuccessBox

SEPTEMBER 4, 2019

A Customer Success Manager’s role differs on the basis of a high/low touch base model and the size of the accounts – small, medium and enterprise. If your company has a platform to understand the health of the account, then your life is sorted. The Engineering / Solutions team to work on technical/integration challenges.

SaaS 78

SaaS Accountability Best practices Finance 78

Totango

APRIL 30, 2021

Paid advertising for PPC, search engine marketing, social media and web retargeting. Price comparison engines. In the B2B SaaS industry, the average CAC is $205 per customer using organic search and social media methods and $341 per customer using paid advertising, estimates SEO provider First Page Sage. Email marketing.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

ChurnZero

MARCH 15, 2019

The Scenario: You get a notification that you have been assigned a new customer account. You log into your Customer Success software platform and start reviewing the account notes and details that came over from Sales. Understanding the Real Impact of Improving Retention and Customer Success Best Practices.

SaaS 45

SaaS Best practices Morale Benchmark 45

Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. He believe cloud computing enables SaaS which enables affordable and improved services for people.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . T hey can serve to increase the accountability of both your customer s and your team. . . As she explained: .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

SmartKarrot

DECEMBER 13, 2022

Developing customer success best practices and building a team of network analytics experts to maximize the firm’s impact on client organizations. Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Apply here: [link].

Engineering 19

Engineering SaaS Coaching Government 19

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential. Scale Customer Engagement .

Upselling 64

Upselling Accountability Enterprise Metrics 64

Whitepages Pro

JULY 9, 2019

Our best practices in data sourcing have allowed us to build relationships with our data providers and to expand internationally with confidence, continuing to allow us to meet the product requirements of our customers as we expand globally. Amongst many requirements, we expect high quality data, reliability, and accuracy.

APIs 40

APIs Engineering Customer centricity SaaS 40

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input. Sometimes there are several contacts associated with an account.

Journey mapping 112

Journey mapping Accountability Marketing Metrics 112

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I started early on in a blue-collar, manufacturing background doing account management and account services. Ultimately, SaaS products should be designed to support themselves.

B2C 0

B2C SaaS Accountability B2B 0

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. To measure the effectiveness of customer success practice, it is critical to have KPIs.

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

SEPTEMBER 15, 2021

In simple words, SaaS customer success expert Lincoln Murphy says, Customer success is simply ensuring that your customers achieve their Desired Outcome through their interactions with your company. The competition is growing in the SaaS industry and customers now have many choices. But will it help in the long run? Customer Retention.

outsourcing 52

outsourcing B2B SaaS Feedback 52

Amity

NOVEMBER 28, 2018

Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. My first Customer Success role was Nulogy – it used to be called Technical Account Manager. The second group is the Technical Account Manager, who is the “presales” of postsales.

Coaching 106

Coaching SaaS Metrics Accountability 106

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Work with Account Director on potential target client list and sales strategies.

Upselling 19

Upselling Coaching Best practices Consulting 19

AWS Machine Learning

MARCH 21, 2023

Therefore, organizations have adopted technology best practices, including microservice architecture, MLOps, DevOps, and more, to improve delivery time, reduce defects, and increase employee productivity. This post introduces a best practice for managing custom code within your Amazon SageMaker Data Wrangler workflow.

Scripts 62

Scripts Banking APIs Best practices 62

AWS Machine Learning

FEBRUARY 1, 2024

There are unique considerations when engineering generative AI workloads through a resilience lens. If you’re performing prompt engineering, you should persist your prompts to a reliable data store. In the low-latency case, you need to account for the time it takes to generate the embedding vectors.

Best practices 115

Best practices Engineering SaaS APIs 115

CSM Practice

MAY 13, 2020

At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input. Sometimes there are several contacts associated with an account.

Journey mapping 87

Journey mapping Accountability Marketing Metrics 87

JustCall

MARCH 8, 2023

She has an unparalleled track record of increasing account growth, retention, and referenceability through building trusted advisor relationships with customers. Kellie builds on the philosophy of customer success and believes that it is the growth engine of an organization. Follow Kellie on LinkedIn 9. Follow Keri on LinkedIn 10.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. The roles we serve include designers (many definitions for this as well), product managers, engineers, business analysts, marketers and even C-level executives. Some teams are responsible for onboarding and training. 2-4pm Work time.

Management 84

Management Finance Enterprise Accountability 84

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

SmartKarrot

SEPTEMBER 12, 2022

As a Client Success Director, you will develop and execute strategic account management plans for your client portfolio. Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors. Optimize and make sure the client is using bob according to the best practices and is getting value from bob.

Best practices 19

Best practices Metrics Upselling Accountability 19

Amity

MAY 24, 2016

There is always plenty (and then some) to account for: Various customers to build relationships with -- resulting in various concerns to be addressed -- resulting in various solutions to offer (as each customer is unique and should be treated as such). That said, any SaaS CS leader also needs to be a technologist at heart.

SaaS 84

SaaS Engineering Finance Metrics 84

SmartKarrot

FEBRUARY 10, 2022

Apply here: [link] Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption. Provide proactive strategy with your assigned customer accounts.

Education 19

Education Best practices Upselling B2B 19

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model.

SaaS 40

SaaS B2B Engineering Best practices 40

AWS Machine Learning

AUGUST 14, 2023

With the vector database capabilities of OpenSearch Service, you can implement semantic search, RAG with LLMs, recommendation engines, and search rich media. Prerequisites The first thing to do before we can use any AWS services is to make sure we have signed up for and created an AWS account.

Enterprise 69

Enterprise Scripts Best practices Analytics 69

Callminer

AUGUST 1, 2017

If all these points mentioned above are practiced, the contact center will have a great track record with their clients and agents alike. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I started early on in a blue-collar, manufacturing background doing account management and account services. Ultimately, SaaS products should be designed to support themselves.

B2C 60

B2C SaaS Accountability B2B 60

Totango

NOVEMBER 5, 2021

What helped you build your customer journey map and what were the main factors you took into account? We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input. Sometimes there are several contacts associated with an account.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

SmartKarrot

AUGUST 27, 2021

Role: Vice President of Customer Success Location: Remote, Salinas, CA, US Organization: HeavyConnect As a Vice President of Customer Success, you will act as a role model of HeavyConnect’s values for the Customer Success teams and build on the SaaS customer-centric environment. Apply here: [link].

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

ClientSuccess

OCTOBER 10, 2018

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. Sales, marketing, product, business intelligence, accounting, and the other groups you work with all have vastly different goals. They’re now worth $5.6

Management 70

Management Chief Customer Officer Best practices Consulting 70

Kapta Customer Success

JANUARY 31, 2018

We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. Kia Puhm: I’ve spent 22 years in the software business, starting with a computer engineering background at some very fast-growing companies. With SaaS however the challenge is only magnified.

Accountability 45

Accountability SaaS Consulting Consulting 45

SmartKarrot

SEPTEMBER 27, 2021

Own 50+ strategic accounts including large universities, health systems, and national nonprofit organizations. Build relationships and maintain the health of your accounts. Develop relevant content related to data-driven fundraising best practices. Manage and track issues using Agile methodology.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

SmartKarrot

JUNE 11, 2021

They teach customer success managers best practices that enable them to engage, manage, and retain customers. CCSM Level 2 curriculum focuses on refining the ability to manage multiple accounts and internal relationships. CCSM Level 4 curriculum is based on instilling skills that drive portfolio or account expansion.

Best practices 22

Best practices SaaS Accountability Education 22

CSM Practice

MAY 16, 2020

At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric.

Best practices 52

Best practices SaaS Customer centricity Finance 52

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Anika Zubair. Annette Franz. Bhavika Kochhar. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21