ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. Sales teams cannot function effectively without their CRM.

CRM 96

CRM Sales Accountability Analytics 96

ChurnZero

OCTOBER 6, 2020

Superior Customer Success programs set great companies apart from their peers. Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. and “how should customers feel during and after onboarding?”. The Award Categories.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so? Reduce churn.

Management 67

Management Upselling SaaS Sales 67

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Customer journey.

Automotive 59

Automotive CRM Upselling Customer centricity 59

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise.

Metrics 52

Metrics Accountability Feedback SaaS 52

SmartKarrot

SEPTEMBER 2, 2021

Nowadays companies have been implementing the CRM strategy to improve the sales of a product. However, for SaaS businesses, selling is not the end of a story. It is imperative to maintain customer relationships and retain subscribers. What is CRM software? What is a Customer Success Platform?

Management 10

Management CRM SaaS Accountability 10

SmartKarrot

SEPTEMBER 2, 2021

Nowadays companies have been implementing the CRM strategy to improve the sales of a product. However, for SaaS businesses, selling is not the end of a story. It is imperative to maintain customer relationships and retain subscribers. What is CRM software? What is a Customer Success Platform?

Management 10

Management CRM SaaS Accountability 10

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Coaching Accountability Personalization 52

Jon Arnold

JANUARY 21, 2019

By nature, cloud is a business of scale, and the upsell opportunities are far greater as the size of end customer gets larger. Not much more needs to be said about why hosted providers want to chase bigger customers, and nothing is going to change that for now. I’ll stop talking for a moment, and let the numbers tell the story.

voip 67

voip Marketing APIs Upselling 67

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important? Self-service is not an option.

Self service 52

Self service Chatbots B2B Customer centricity 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Stacy Sherman. Steve Curtin.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CustomerSuccessBox

MAY 11, 2021

A SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. a mere 5% increase in customer retention could increase profits by 25-95%. . They were unable to handle growing accounts at this pace.

SaaS 52

SaaS Gamification CRM Accountability 52

Education Services Group

APRIL 27, 2022

I’m not going to waste time trying to document how to correctly (mathematically) calculate all the three letter acronyms—but feel free to check out our Customer Success Definitions, Calculations, and Lingo…Oh My! The Reason. if you need a little help there. The ‘how’ makes the difference and is where we can make the most impact.

Metrics 98

Metrics Surveys SaaS CRM 98

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Hot Topic—Customer Health Scoring.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. Organizational roles in customer experience management.

Customer Experience 130

Customer Experience Finance Customer centricity Feedback 130

Comm100

NOVEMBER 23, 2020

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

CrazyCall

AUGUST 16, 2019

Recommended episode: Testing SaaS Payment Terms with Jack Altman. What’s most important, you won’t hear out-of-the-blue stories on The Catalyst Sale Podcast. Mike focuses on real-life stories that are applicable to your own B2B sales process. Recommended episode: Being Customer Centric. Catalyst Sale Podcast. Onboarding.

Sales 115

Sales B2B Coaching Personalization 115

ClientSuccess

MAY 15, 2019

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. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? How has it helped you?

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45

JivoChat

JUNE 20, 2021

In the time since it launched in 2009, BigCommerce has become a leader in the SaaS e-commerce world. Thanks to its innovative and customized approach to solving e-commerce’s most challenging problems, countless businesses have reached new heights with BigCommerce. App categories include: Accounting & Tax. 24/7 analytics.

Accountability 52

Accountability Sales Advertising Abandon rate 52

Liveops

JANUARY 25, 2019

Want to improve your Net Promoter Score and optimize your customer experience? We are dedicated to helping our customers better serve their customers—by building high-performing, trustworthy teams of professional agents. Customer Service and Support. Customer Engagement and Retention. Agent Support. Adobe Spark.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Lumoa

MAY 21, 2018

What roles should own the customer experience in an organization? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. Organizational roles in customer experience management.

Customer Experience 64

Customer Experience Finance Customer centricity Feedback 64

Customer Guru

JULY 3, 2018

The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course. Build a robust customer success team with a focus on the human touch – Slack.

SaaS 94

SaaS Employee engagement CRM Personalization 94

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Outbound and inbound customer services should be constantly measured to be improved. The majority of inbound call center metrics originate here and c an’t be calculated until you count your inbound customer service calls.

Call Center 52

Call Center Metrics Abandon rate Management 52