ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “I’m calling it now,” says CS management coach Ryan Johansen.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

JustCall

JANUARY 5, 2023

Businesses can use speech analytics for agent training and coaching, identifying any suspicious incidents in legal compliance domain, making your analysis richer, process enhancements, examining the competition and for sales training and development. CallMiner Eureka. Chorus is another enterprise participant in the speech analytics space.

Analytics 52

Analytics Coaching Call Center APIs 52

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly.

Coaching 106

Coaching SaaS Metrics Accountability 106

CustomerSuccessBox

SEPTEMBER 30, 2021

Especially customers who are paying $10K- 100K ACV(Average Contract value) per year, given the challenges of the underlying problem your SaaS is solving for them. Knowing what is the best action plan to drive customer success for each account takes years of experience and understanding. Such as the one caused by COVID-19.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. Initiative.

Management 90

Management Upselling Coaching Best practices 90

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. It’s all about coaching people to do things differently in customer success. Optimize your Account Expansion strategy. The best strategy to boost revenue from your existing customer base is to expand your customer account.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. Senior Account Manager, SYKES Pasewalk ???. Later, she served as a replacement program manager for someone on paternal leave before developing further from account manager to senior account manager. ” Ariane Eisensee.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

“I’ve been able to take online classes and work with mentors and an executive coach. Senior Account Manager, SYKES Pasewalk ???. Later, she served as a replacement program manager for someone on paternal leave before developing further from account manager to senior account manager. ” Ariane Eisensee.

Accountability 98

Accountability Coaching Education Telecommunications 98

JustCall

NOVEMBER 25, 2022

CallMiner is a SaaS-based platform for voice analytics and customer engagement that uses artificial intelligence and machine learning to record, transcribe, and extract insights from 100% of your customer interactions. Users: CEO; Account Executive. Industries: Information Technology and Services; Marketing and Advertising.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

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

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. In many ways, Customer Success has become synonymous to SaaS. The Main Differences Between SaaS and On-Premise Customer Success Programs.

SaaS 40

SaaS Accountability Metrics Enterprise 40

SmartKarrot

OCTOBER 21, 2021

This is where the role of a customer experience coach comes into the picture. . Now the question is, why do organizations turn to customer experience coaches? This write-up will answer this question by providing five impeccable benefits of hiring a customer experience coach. . So, let’s get started. Like what you are reading?

Coaching 11

Coaching Customer Experience Customer centricity Feedback 11

CustomerSuccessBox

FEBRUARY 28, 2022

This is a customer engagement model which helps SaaS businesses drive growth. SaaS firms interested in using the LAER model, to track customer success, should first learn about each phase. The steps for account expansion are as below. What is a LAER model? LAER model in Customer Success. Who owns the model? Source: Medium.com.

Upselling 52

Upselling Customer advocacy SaaS Education 52

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

CustomerSuccessBox

MARCH 11, 2022

Because of other “more immediate needs,” many SaaS companies with a booming quarter with amazing MRR and delighted clients are tempted to change the process and skip critical steps. Instead of bombarding the CSM or manager with demanding questions, leaders should adopt a coaching mindset. What prompted your reaction?

Accountability 52

Accountability Benchmark Upselling SaaS 52

ChurnZero

SEPTEMBER 14, 2021

To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Get your Sales team to do coaching/training. Hear arguments from both sides of the aisle in our great SaaS debate. . Sit in on sales calls.

Sales 94

Sales Upselling Morale SaaS 94

SmartKarrot

NOVEMBER 8, 2022

Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Proactively guide the performance of each team member against pre-defined KPIs and mitigate risks through skills coaching as required. Recruit, hire, mentor and coach Customer Success team members.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. The best customer success managers have learned these two skills and use them daily to drive success with customer accounts. The end result of this skill is trust and customer account growth. Expectation Setting.

Management 58

Management SaaS Coaching Accountability 58

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. Call centers should resist the attitude that “supervisors will pick it up as they go.” Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

SmartKarrot

DECEMBER 13, 2022

Lead the global Professional Services organization (direct and indirect), having full accountability and ownership for the delivery of implementation, onboarding, and additional value-added services to NetReveal (NR) customers. Including but not limited to account strategies, escalations, objectives, and initiatives.

Engineering 19

Engineering SaaS Coaching Government 19

JustCall

DECEMBER 7, 2022

Annual revenue per user or account (ARPU/ARPA). It is the mean revenue from customer/account/product/service/geography over a specified period. Annual revenue per user = (Total revenue in a given period) /( Number of accounts/customers/ products for that period). Sales per rep or Quota attainment.

Analytics 52

Analytics Sales CRM Metrics 52

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. She has delivered over 1,500 transformative keynotes and coached over 20,000 leaders on elevating their companies’ CX game in the marketplace. Follow Jeanne on LinkedIn 6.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ClientSuccess

SEPTEMBER 19, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. The best customer success managers have learned these two skills and use them daily to drive success with customer accounts. The end result of this skill is trust and customer account growth. Expectation Setting.

SaaS 54

SaaS Coaching Accountability Sales 54

ChurnZero

DECEMBER 9, 2022

” Twenty years ago, COOs accounted for 76% of CEO promotions in the S&P 500. Today, division leaders who run market-facing GTM functions account for 36% of CEO appointments. Q: In your career, did you actively seek out coaches, sponsors, and mentors? Steve Gladis is my executive coach. It’s great self-learning.

Coaching 52

Coaching Metrics Marketing Enterprise 52

JustCall

MARCH 10, 2023

This includes offering one-on-one coaching, troubleshooting assistance, or access to a support team. Example: Here’s a possible customer onboarding workflow for a software-as-a-service (SaaS) product: Step 1: Sign-up – The customer discovers the product, visits the website, and signs up for an account.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

SmartKarrot

DECEMBER 6, 2022

Role: Director, Customer Success Location: Open Hall, NL, Canada Organization: Security Compass As a Director, Customer Success, you will hire, coach, and develop a high-performing CS team to drive adoption, health, and retention. Nurture relationships with key contracts in critical accounts. Apply here: [link].

Coaching 19

Coaching Education Government Upselling 19

AWS Machine Learning

JUNE 24, 2022

In this post, we explore how to use Amazon AppFlow , a fully managed integration service that enables you to securely transfer data from software as a service (SaaS) applications like Veeva Vault to AWS. The source or destination could be a SaaS application or an AWS service such as Amazon S3, Amazon Redshift , or Lookout for Metrics.

APIs 72

APIs Healthcare SaaS Engineering 72

Education Services Group

MAY 13, 2020

We may see Account Managers within the sales organization owning that relationship. As the prominence of CS grew, and as more and more companies made the transition into the SaaS world, this role of trusted advisor emerged from these two very different sides of the business. That means you own that number as the CS leader.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

aircall

FEBRUARY 12, 2021

Sales operations leaders spend their days managing sales teams, monitoring productivity, evaluating business targets, and coaching new team members. Using call whispering and other voice features to coach sales team members . Offers coaching tools like call whispering, call monitoring, and call barging.

Call Center 62

Call Center CRM Analytics Coaching 62

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. Churn destroys SaaS business valuation.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

JustCall

APRIL 12, 2023

Native conversation intelligence platform and call analytics to ramp up agent performance Agent performance & coaching: Call monitoring and performance evaluation. As JustCall offers up to 25% savings over Aircall, it clearly scores across all plans and payment modes.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

ChurnZero

JUNE 17, 2022

Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. What this is showing is a group of all of the accounts in onboarding. Again, you can use that individually with the customer in a coaching session. Irit: Hi everyone. That is so important.

Metrics 98

Metrics SaaS Surveys Self service 98

CustomerSuccessBox

JANUARY 24, 2019

The customer success department can improve your financials dramatically as the major revenue for a SaaS company comes from the existing customers. They are usually measured on metrics like Average Revenue Per Account (ARPA), LTV/CAC ratio, Churn rate etc. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

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. Recruit, hire, mentor and coach Customer Success team members.

Upselling 19

Upselling Coaching Best practices Consulting 19

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87