Beyond Philosophy

DECEMBER 10, 2021

Of course, things like “enrichment” are hard to measure. Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. In other words, people in accounting go to jail if they cheat. .

Airlines 273

Airlines Metrics Accountability SaaS 273

Andrew Mcfarland

SEPTEMBER 23, 2022

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

Sales 48

Sales Outbound sales Inbound sales Accountability 48

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. 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? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar.

SaaS 98

SaaS Benchmark Metrics Consulting 98

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Being a good partner and delivering outcomes is expected. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. Register for BIG RYG DC here. .

Personalization 95

Personalization SaaS Upselling B2B 95

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

aircall

OCTOBER 25, 2018

Alex has a professional background in creating and leveraging targeted sales enablement content to produce qualified leads and increase sales efficiency. The growing buzz around sales enablement. Up until a few years ago, sales enablement was not a function that warranted any serious attention.

Sales 75

Sales B2B Outbound sales SaaS 75

Solvvy

JUNE 22, 2022

Although conversational AI has applications in a variety of industries and use cases, this technology is a natural fit for customer support. Conversational AI can easily manage questions about accounts, and payment history with knowledge base articles, and more, so your team can focus on more complex issues that require a personal touch.

Chatbots 119

Chatbots Banking Self service Finance 119

ChurnZero

SEPTEMBER 1, 2020

1) Out of the Box: ABX Strategies for Marketing, Sales, and CX. The event will dive into ways to think out of the box and evolve your account-based approach to customer relationships. This virtual event seeks to bring together everyone from Customer Success practitioners and leaders to SaaS-savvy folks. 3) The Customer Room.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

ChurnZero

DECEMBER 15, 2020

Criteria Corp started with Account Managers and was a largely reactive team. What originally began as effectively ‘Customer Support with a bit of sales” eventually evolved into a fully mature CS function. Criteria has always assigned a dedicated CSM to each account, regardless of customer size.

Accountability 98

Accountability B2B Customer centricity SaaS 98

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. Register for BIG RYG DC here.

Personalization 52

Personalization SaaS Upselling B2B 52

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98

CustomerSuccessBox

MARCH 15, 2022

Imagine you’re in the peach-selling industry. Use this analogy to explain your SaaS business model. For SaaS organizations, the purpose of a free trial is to obtain a customer. Improve account management proactively – Using real-time health measures, the team was able to forecast whether a client will churn or renew.

SaaS 52

SaaS Construction Accountability B2B 52

SmartKarrot

MAY 27, 2020

The account manager plays a pivotal role in any business. But over the course of time, the role has evolved with the rise of Software-as-a-Service (SaaS) companies. With this evolution, the role of a SaaS account manager has not been the same as that of an account executive. Out-and-out Account Planning.

SaaS 10

SaaS Accountability Management Customer retention 10

aircall

OCTOBER 6, 2022

Companies in the EMEA region currently account for 53% of Aircall’s customer base, and the expansion of our physical presence across the continent helps us bring the power of conversation to the region’s resilient and ambitious business community. . ” — Anna Núñez, Regional Sales Manager at Aircall .

SaaS 62

SaaS Education Marketing Technology 62

Education Services Group

FEBRUARY 22, 2021

The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company. After years in customer-facing roles, from sales to Customer Success and service, I have gained a true and deep appreciation for the axiom that “perception is reality.” Churn is a naughty word.

SaaS 59

SaaS Accountability Sales Management 59

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. Whether you are an industry veteran, or fairly new to the scene, you might not have much hands-on experience with Customer Success software and how it can impact your job (for the better). Does your vice president of sales let their sales reps not use their CRM?

CRM 98

CRM Chief Customer Officer SaaS Morale 98

Help Scout

APRIL 27, 2021

Thanks, Simone, a SaaS Support Soft-Skill Seeker. These people do exist — I myself was a web designer before moving into SaaS support, and I know there are plenty of others like me. Best of luck with your soft-skill shuffle, Patto Breaking into SaaS support. Dear Patto, How can I move into a SaaS customer service role?

Customer Service 90

Customer Service SaaS Personalization Best practices 90

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? 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.

B2C 97

B2C Upselling B2B Accountability 97

CustomerSuccessBox

OCTOBER 5, 2021

In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. In B2B SaaS businesses, you have to identify those key indicators which can drive performance. Account health KPIs- Product adoption, customer usage, etc. Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

Select VoiceCom Blog

JUNE 13, 2023

Artificial intelligence (AI) is revolutionising different industries worldwide. A Look into AI in the BPO Industry The business process outsourcing (BPO) industry is no exception. Increased contact and conversion rates Contact centre teams often struggle with low contact rates, hindering lead generation and sales efforts.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

SmartKarrot

JANUARY 18, 2021

Many entrepreneurs have joined the bandwagon of SaaS industry, but they are yet to realize that SaaS growth model is quite different from traditional ones. A deep understanding of SaaS growth levers can take your business to the next level. SaaS is a growing industry. Two growth levers in SaaS.

SaaS 10

SaaS Customer retention Upselling Marketing 10

ChurnZero

AUGUST 2, 2019

In fact , among food retailer s free samples have been known to boost sales by nearly 2000%. 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. Provide Seamless Personalization for All User s .

SaaS 58

SaaS Accountability Sales Personalization 58

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CustomerSuccessBox

OCTOBER 4, 2018

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. Recently in a webinar with Debbi Stanley, CFRE, Vice President of Sales and Customer Success, Rallybound, Debbi shared several actionable insights that will guide you to build your customer success team. ?.

SaaS 77

SaaS Customer retention Accountability Consulting 77

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The third component is a set of KPIs that monitor the performance of their own teams since most heads of CS also have functional responsibility for post-sales customer-facing functions.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CustomerSuccessBox

APRIL 19, 2022

One of the key drivers for growth in the B2B SaaS industry is the customer success based business models. SaaS is the future. It’s that extra mile of effort on the 50 user base enterprise accounts that keeps the big giants happy and satisfied. These models exponentially increase the revenue goals of such organizations.

Enterprise 52

Enterprise Management B2B SaaS 52

Sykes

SEPTEMBER 29, 2020

In her five years with Symphony, Marchela has contributed greatly to the organization’s growth while advancing her career and creating a confident voice in an industry dominated by men. I’ve also had the opportunity for regular training and to work with industry leaders,” said Marchela. Senior Account Manager, SYKES Pasewalk ???.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

In her five years with Symphony, Marchela has contributed greatly to the organization’s growth while advancing her career and creating a confident voice in an industry dominated by men. I’ve also had the opportunity for regular training and to work with industry leaders,” said Marchela. Senior Account Manager, SYKES Pasewalk ???.

Accountability 98

Accountability Coaching Education Telecommunications 98

ChurnZero

DECEMBER 27, 2019

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. . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . Moxie Award Finalist in the Software Category .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. We’re humbled to once again be recognized as an industry leader and eager to maintain our spot on the podium moving forward. Aircall was recently ranked the No. We are very serious about integrations.

call center software 59

call center software Call Center First call resolution Technical Support 59

ChurnZero

OCTOBER 6, 2020

With the help of alerts, CSMs & Account Managers are also notified as customers move from one journey phase to another. Better harnessing their usage data led to more productive customer conversations and helped their accounts grow. Expansion rates have grown steadily – even doubling over the course of one month!

Banking 40

Banking SaaS Entertainment Customer advocacy 40

ClientSuccess

OCTOBER 5, 2017

Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. Within the last decade, technological advancements have pushed the customer success industry forward by leaps and bounds. Today’s SaaS industry, more than ever before, is changing into a remote world.

SaaS 41

SaaS Best practices Accountability Technology 41

aircall

FEBRUARY 12, 2021

Operations management takes the lead in creating goods and services, and it’s a central component of your business, no matter the size or the industry. Sales operations and support operations fall under the overall responsibility of your operations leader. . What Is Sales Operations? The Role of Operations in a Business.

Call Center 62

Call Center CRM Analytics Coaching 62

SmartKarrot

JUNE 11, 2021

You need to choose the right course that offers trainings, more information, and certifications. Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. There are four levels in the course-.

Best practices 22

Best practices SaaS Accountability Education 22

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred.

Upselling 98

Upselling SaaS Sales Accountability 98

Amity

OCTOBER 28, 2016

After spending 8 years trying to find a fulfilling career, going from Engineer to Sales Rep, with a bit of Marketing in between, Nils Vinje finally had his “Aha!” Is career development different in Sales or Marketing? In Sales or Marketing, the organizations have been structured, running, and scaled a million times.

SaaS 100

SaaS Sales Coaching Engineering 100