ChurnZero

FEBRUARY 14, 2023

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. Today he is the principal of Dave Kellogg Consulting and an entrepreneur in residence (EIR) at Balderton Capital. That nuance is derived from three underlying factors: Construct.

Metrics 94

Metrics SaaS Customer retention Construction 94

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? Q: Should you add a sales accelerator to the comp plan of CSMs who have more difficult accounts? Think: “We’ve handed you a hard set of accounts.

SaaS 98

SaaS Metrics Accountability Technical Support 98

TechSee

SEPTEMBER 9, 2020

Repair and maintenance costs already account for an eighth of annual rental income , and those costs are rising fast – by almost 8% year on year. In fact, TechSee carried out a survey exploring changing attitudes to engineer visits in this new reality. To learn more, watch this on-demand webinar. Reducing Costs.

Management 145

Management Engineering voip outsourcing 145

ChurnZero

FEBRUARY 14, 2023

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. Today he is the principal of Dave Kellogg Consulting and an entrepreneur in residence (EIR) at Balderton Capital. That nuance is derived from three underlying factors: Construct.

SaaS 52

SaaS Metrics Customer retention Construction 52

ChurnZero

APRIL 22, 2022

Automation keeps the machine running—scheduling meetings, sending emails, and monitoring performance—so we have the headspace to be more creative in our thinking and consultative in our approach. Customers can tick off assigned tasks, such as watching a webinar or completing a training course. role type or usage behavior).

Accountability 52

Accountability Consulting Consulting Best practices 52

Aria Solutions

JUNE 8, 2020

In my interactive webinar series on how to design a process like a pro, I talked about prioritizing parts of the process to re-engineer based on business values that ranged from revenue generation, to user productivity, to customer experience. Account for the existing security and access, and the possible need to change them.

Engineering 62

Engineering APIs Consulting Consulting 62

Aria Solutions

JUNE 8, 2020

In my interactive webinar series on how to design a process like a pro, I talked about prioritizing parts of the process to re-engineer based on business values that ranged from revenue generation, to user productivity, to customer experience. Account for the existing security and access, and the possible need to change them.

Engineering 62

Engineering APIs Consulting Consulting 62

ChurnZero

MARCH 18, 2022

If you missed the webinar, you can watch it on-demand. Speaker: Dave Kellogg , Principal, Dave Kellogg Consulting. But I don’t want to disincentivize my best CSMs from taking the hardest accounts. I would look at NPS in an annual NPS survey by buyer role. Key SaaS and Customer Success metrics you should care about.

SaaS 98

SaaS Metrics Enterprise Surveys 98

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. Customers don’t value your word, which as consultants, is how you effect change to drive success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Did they complete the intended task, or even attempt to?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Also, a quick survey at the end of the call to listen to your customers can be useful. The difference in great automation and poor automation can mean the difference in your business.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Help Scout

SEPTEMBER 18, 2018

Instead of replying with a link to the knowledge base Doc and moving on, using Support-Driven Growth you might reply: “ Yes (here are the details) — and I notice you just started a trial but you haven’t been to a webinar yet. We send one of a few different saved replies depending on their response to the survey. Really well.

Coaching 40

Coaching Customer centricity Upselling Sales 40

SmartKarrot

FEBRUARY 16, 2023

Role: Customer Success Executive Location: Austin, TX, United States (Hybrid) Organization: Axon As a Customer Success Executive you’ll be a consultant and a spokesperson for your clients, holding frequent phone calls and in-person meetings to direct strategy and execution for reaching each client’s particular goals.

Upselling 19

Upselling Accountability Consulting Consulting 19

Comm100

SEPTEMBER 28, 2016

They take into account a number of tricky variables, such as customer acquisition and varying periods of churn time (for example, a month versus a quarter). Did they suspend their account? Accounts receivable —Slow or delayed payment from a customer may indicate an impending churn. Create Customer Satisfaction Surveys.

Customer retention 63

Customer retention Scripts Accountability Metrics 63

CSM Practice

JUNE 16, 2020

CSM Practice recently conducted a survey on the impacts of COVID-19 on SaaS companies and Customer Success teams. . See the full survey analysis: Coronavirus Impact on SaaS Customer Success (Survey Results). Do you need help navigating the intricacy of expanding different types of customer accounts during this pandemic?

Advertising 59

Advertising SaaS Engineering Surveys 59

Amity

JANUARY 13, 2016

It’s important to track Churn as a % of number of customer accounts lost, and Churn as a % of recurring revenue lost. Instead, the use of internal benchmarks is a much more for effective way to improve satisfaction within your accounts. Survey them. Survey them -- via email or after a customer service call.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

ChurnZero

MARCH 6, 2020

This is a real scare for companies since “84% of executives listed unengaged employees as one of the top 3 threats to their organizations,” as reported in a The Economist survey shared by Wrike. Upcoming Webinar: Unpacking the Power of the Executive Business Review. That’s because a lack of motivation has costly consequences for U.S.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

SmartKarrot

JULY 19, 2021

Role: Director of Customer Success Location: New York, NY, US Organization: Talent Partners Consulting, LLC As a Director of Customer Success, you will oversee all aspects of Call Center BPO activities as they relate to supporting our customers. Lead online webinars & demos to educate customers on the features of the product.

Consulting 10

Consulting Consulting Customer advocacy Education 10

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Some of the questions asked in the survey were similar to the core TSIA benchmark. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

SharpenCX

SEPTEMBER 17, 2019

In fact, a recent survey from Celonis found that at least 45% of executives don’t know where to begin when it comes to developing a digital transformation framework & strategy. And, 58% of execs put it on middle managers and consultants to teach frontline workforces on digital changes. What prolongs resolutions for your customers?

Contact Center 59

Contact Center Cloud contact Contact center software Morale 59

ChurnZero

MARCH 20, 2020

The recent evolution of Customer Success, compounded by its intersection (and overlap) with more established functions, such as Account Management and Customer Support, creates an ambiguous amalgam of desired skills and competencies—turning idealized moderation into a murky mix. . Almost) everything else can be trained.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. I hope you can join us in October 2020. You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

CSM Practice

JUNE 17, 2020

CSM Practice recently conducted a survey on the impacts of COVID-19 on SaaS companies and Customer Success teams. . Do you need help navigating the intricacy of expanding different types of customer accounts during this pandemic? Let the employers know that you exist! How can CSM Practice help!

Advertising 40

Advertising Engineering Marketing SaaS 40

SmartKarrot

MAY 28, 2021

Take for example: You own a digital marketing consultancy. This may include customer-focused content such as blogs, videos, self-help guides, webinars and more. You need to promote transparency or conduct a survey on how the customer is enjoying your product or service. Gather Requirements. Or boosting SEO? Bottom Line.

SaaS 10

SaaS Education Customer retention Upselling 10

NobelBiz

OCTOBER 24, 2023

Post-interaction surveys to gather insights. This webinar episode (Transitioning from Voice-Only to an Omnichannel Contact Center) is dedicated to contact center decision-makers who are considering omnichannel technology. Encouraging post-call surveys to gather feedback. Self-service web portal for issue resolution.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

SmartKarrot

MAY 25, 2022

Measuring the success of the client experience efforts by building and deploying reporting that includes CRM analytics along with client surveys (NPS and CSAT). Foster account growth/expansion via new products and markets. Tactical and strategic support for priority accounts and maintain relationships with key agencies and brands.

Education 3

Education Technical Support Upselling Advertising 3

Russel Lolacher

JANUARY 23, 2023

But they’re not taking into account this and when I brought it up, there was a bit of an ease. So we’ll do an anonymous pre survey where we do not collect personal data. And so, from that report, we will take all of that data and put it together in a webinar or Keynote. So we start assess reform with that webinar.

Personalization 52

Personalization Employee engagement Construction Benchmark 52

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. And I saw no downside in that business model, so I decided to take the leap out on my own, away from the corporate environment and start my own consulting company. I find it so interesting, Michele.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Amity

FEBRUARY 8, 2018

I manage the Account Management and Onboarding teams that work with the restaurants on ensuring their success. I then I worked for a variety of small startups providing a mix of web consulting and client service until I found Q4 Inc. We continue to iterate on this and improve how we provide services to our accounts.

Accountability 71

Accountability Metrics Feedback Enterprise 71

Fonolo

FEBRUARY 13, 2019

Having to restate account information already given.” Our favorite chart: Report #2: Contact Center Technology Survey. About: The author surveyed 216 contact center professionals and released this report in July of 2018. About: IDC surveyed more than 400 professionals in customer service and contact center functions.

Contact Center 57

Contact Center Call Center APIs outsourcing 57

JustCall

JANUARY 31, 2023

“I’ve used JustCall in a previous company and recommended it as a business consultant for this client when upgrading their reservations system. If you have 2 users on your account, the lowest Dialpad plan will cost you $40 a month. Better call quality than its competitors.” 323/SIP room systems.

voip 52

voip Enterprise Interactive Voice Response CRM 52

CSM Practice

DECEMBER 4, 2020

Irit Eizips: Hello my customer success friends, Irit Eizips here from CSM Practice, a customer success consulting firm. This way they can even be held accountable. Other companies use similar survey experimental sort of assessment, but very few now go on that value management. Hello Chris. Is my customer healthy?

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. A good example is to hold an online webinar, which is a touchpoint that allows you to present your offer to prospects, and potentially generate leads or sales. Feedback surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

aircall

JANUARY 19, 2021

Use automated surveys to get valuable feedback from customers or obtain a Net Promoter Score. Call tagging: Tag calls to identify the status of an account or bookmark it for any designated purpose. Triggers automated surveys for immediate feedback. Multiple communication channels. Gauge customer satisfaction.

voip 62

voip Interactive Voice Response Sales Government 62

Pointillist

JULY 25, 2018

Estimate project duration by speaking with the vendors you have shortlisted and any industry consultants/analysts who may be advising you. Submit Survey. Training is most successful when conducted in-person but if that is not an option, a live webinar would work too. How to Select Your Initial Customer Data Sources.

Analytics 93

Analytics Government APIs Metrics 93

Amity

OCTOBER 31, 2016

My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. So we regularly share best practices and conduct webinars and reviews with customers.

Coaching 0

Coaching Engineering Upselling Marketing 0

Netomi

FEBRUARY 28, 2022

Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! A ccording to a recent survey from travel search engine KAYAK, travel ranks among the top reasons Americans want to learn another language. Register Now. Alexandra da Silva Rodrigues. Amanda Binns. Anastasia Zdoroviak. Cynthia Del Pozo.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64