ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Learn from three SaaS CEOs.

SaaS 52

SaaS Metrics Customer retention Construction 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It means one train can hide another.

SaaS 98

SaaS Benchmark Metrics Consulting 98

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. The same holds true for our vendors. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

Accountability 42

Accountability Upselling SaaS Feedback 42

Totango

APRIL 4, 2024

One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision. RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Closing communication gaps. We need sustainable growth.

Sales 89

Sales Upselling Accountability SaaS 89

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. SaaS businesses aim at being customer-centric. In this course you will learn how to use CustomerSuccessBox effectively as a CSM. Also, how to make sense of the data that you see, how to plan the day to manage your portfolio of accounts effectively, and increase the retention rate.

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

ChurnZero

DECEMBER 15, 2020

Criteria Corp started with Account Managers and was a largely reactive team. They do additional discovery as part of the onboarding process, onboard effectively, and then manage the account to drive Engagement, Adoption and ultimately the renewal. How did CS begin at your organization, and what is your team’s primary focus?

Accountability 98

Accountability B2B Customer centricity SaaS 98

CrazyCall

SEPTEMBER 4, 2018

Of course we can’t highlight thousands, indeed tens of thousands of inspirational and experienced sales executives, but we’ve created this list of 21 influencers who constantly share helpful advice, sales tips & tricks on social media and make up the world of sales, including the social selling. Sales influencers adore doing this.

Sales 129

Sales SaaS CRM B2B 129

Fonolo

JUNE 13, 2023

Call abandonment then leads to higher repeat calling (which can strain the call center system) and, of course, dissatisfied customers. Your accounting department may have strong preferences on this front. SaaS solutions (like Fonolo) allow good flexibility in this regard. How do prices scale as call volume goes up or down?

Contact Center 104

Contact Center Call Center Abandon rate Wait times 104

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting Mikael Blaisdell and Associates, Inc. Infinipoint.

Consulting 10

Consulting Consulting Coaching SaaS 10

SmartKarrot

JANUARY 25, 2022

The critical nature of software for business growth is a key reason for the exceptional growth of Software as a Service (SaaS) companies in recent times. Encouraged by the success and importance of SaaS, Australia has actively adopted the cloud ecosystem and founded brilliant SaaS-driven companies and platforms. Employment Hero.

SaaS 10

SaaS Transportation Feedback Surveys 10

Andrew Mcfarland

SEPTEMBER 23, 2022

As an Account Executive (AE), you’ll work to connect qualified leads with account executives. However, you must understand SaaS to excel at this position. An Account Executive must measure pipeline revenue, velocity, and close rates. This is a high-paying job that does not require prior sales experience.

Sales 48

Sales Outbound sales Inbound sales Accountability 48

CustomerSuccessBox

OCTOBER 4, 2018

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. Of course, the CSM needs be friendly and should not overwhelm the customer. A CSM is not an extension of customer support or the account management team. S/he should be a consultative resource for top-tier clients.

SaaS 77

SaaS Customer retention Accountability Consulting 77

ChurnZero

JUNE 22, 2021

Their mission is to improve lives through learning and it’s the largest online destination that help students and businesses gain skills from expert instructors teaching over 155,00 online courses on topics from programming to leadership to Customer Success. This course will show you how to begin. Format: 1 hour on-demand video.

SaaS 92

SaaS Consulting Consulting Sales 92

SmartKarrot

JUNE 11, 2021

You need to choose the right course that offers trainings, more information, and certifications. The course is led by trainers who have 60+ years of combined experience in the customer success space. There are four levels in the course-. For course details, click here. For course details, click here.

Best practices 22

Best practices SaaS Accountability Education 22

ChurnZero

OCTOBER 1, 2022

Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy. The company owns that revenue, owns that customer, owns that relationship, and as a whole ecosystem is accountable for that customer’s success.

B2C 97

B2C Upselling B2B Accountability 97

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. Senior Account Manager, SYKES Pasewalk ???. Senior Account Manager, SYKES Egypt ???????. Marchela Bozhilova. ” Ariane Eisensee.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. Senior Account Manager, SYKES Pasewalk ???. Senior Account Manager, SYKES Egypt ???????. Marchela Bozhilova. ” Ariane Eisensee.

Accountability 98

Accountability Coaching Education Telecommunications 98

Kapta Customer Success

JANUARY 31, 2018

A CX Consulting. We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. A CX Consulting , accelerates business growth through Customer Experience (CX) innovation. With SaaS however the challenge is only magnified. Her company, K!A

Accountability 45

Accountability SaaS Consulting Consulting 45

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Irit: Hi everyone.

Metrics 98

Metrics SaaS Surveys Self service 98

NobelBiz

MAY 16, 2023

Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

ChurnZero

FEBRUARY 26, 2021

Amanda cautions that when Customer Success owns the renewal some of the time, but not all of the time – like if an account has expansion, then an Account Executive owns it; but if it doesn’t, then a CSM owns it – the system breaks down and that’s when friction begins to materialize. Give Product thematic feedback, not anecdotes.

Management 59

Management Feedback Sales SaaS 59

ClientSuccess

OCTOBER 10, 2018

7) From : Rachel McElwain , Freelance Business Consultant | Company : 1919 Consulting | Location : Indianapolis, Indiana. Over the course of 15 years, he created 5,126 bagless vacuum prototypes that all came up short. Ultimate Guide to SaaS Customer Success Metrics. James Dyson knew that feeling all too well.

Management 70

Management Chief Customer Officer Best practices Consulting 70

NobelBiz

MAY 16, 2023

Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. 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). James Pollard. theadvisorcoach. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

FEBRUARY 16, 2023

I speak from personal experience, having spent nearly a decade in CSM and account management roles before leading a team of CSMs. As a CSM, it gives you the opportunity to provide a more valuable answer, and in turn, makes you a better advocate and consultant. Customers are often looking for short-term fixes.

Construction 52

Construction SaaS Feedback Personalization 52

ChurnZero

FEBRUARY 16, 2023

I speak from personal experience, having spent nearly a decade in CSM and account management roles before leading a team of CSMs. As a CSM, it gives you the opportunity to provide a more valuable answer, and in turn, makes you a better advocate and consultant. Customers are often looking for short-term fixes.

Construction 52

Construction SaaS Feedback Personalization 52

ChurnZero

FEBRUARY 21, 2020

There’s nothing like bonding over shared work experiences, passions, and (of course) struggles. For example, to celebrate closing a long and challenging sales cycle, our Account Executive and his prospect-turned-customer wanted to share a beer together. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

Customer retention 52

Customer retention SaaS Coaching Personalization 52

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Irit: Hi everyone.

Metrics 52

Metrics SaaS Surveys Self service 52

NobelBiz

AUGUST 3, 2021

After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. This kind of KPI helps you assign a cost to process this type of request, by comparing it to the hourly wage of a consultant for example.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. SaaS companies like Zoom, Netflix, and Slack offer a great product experience. The sales-led growth organizations don’t take customer success and other aspects into account. There has been a shift in how businesses work and run. Examples include Ahrefs and Hubspot.

Sales 10

Sales Marketing SaaS Customer retention 10

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

OCTOBER 25, 2019

To discuss this topic, we hosted a well-attended webinar last week with Jason Whitehead the Founder of Tri Tuns LLC, a Customer Success and Software Adoption Consulting firm. Who in your organization is accountable for that? So, if no one is accountable for that, how likely is it to happen? Not very likely.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

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

SmartKarrot

JUNE 10, 2020

If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. He is a leading CS consultant, keynote speaker and an author. 1 Sixteen Ventures.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. Of course, he was ten years ahead of the curve.

SaaS 52

SaaS B2B Upselling Metrics 52