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

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

Help Scout

SEPTEMBER 21, 2021

At others, customer success specialists are accountable for managing churn and providing essential support. It's up to us to educate customers on the value of customer experience and what it can do for them. Assist the sales team in driving and managing renewals. Build relationships with executive decision-makers.

Education 103

Education Accountability Benchmark Sales 103

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

ChurnZero

MARCH 3, 2020

For those in Customer Success, it can sometimes seem that your schedule is constantly being taken up by back-to-back customer meetings (which might really be the case), but it’s important to take the time and come up for air…and sometimes the best way to do that is to get out of the office.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

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

Callminer

AUGUST 1, 2017

Meet Our Panel of Contact Center Experts: . 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. Tyler Riddell. Alex Tebbs. Vincent Nero. Rachel Ivers. Kolin Porter.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Practice

DECEMBER 19, 2021

As an industry, it is fast-moving and outgrowing the tech! Usually, the SaaS business growth is categorized into 3 phases: . 360-degree Account health. Boost sales and revenue. Sales, marketing, leadership, and support use the platform religiously. Community/Education/Learning tech tool. Reducing churn.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

CustomerSuccessBox

FEBRUARY 28, 2022

The LAER (Land, Adopt, Expand, Renew) model was developed by Technology Services Industry Association (TSIA). 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. What is a LAER model?

Upselling 52

Upselling Customer advocacy SaaS Education 52

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Talkdesk provides Talkdesk CX Cloud, Talkdesk Industry Experience Clouds, and Talkdesk Phone all on one platform for a uniform and seamless integrated holistic customer experience journey. NICE CXone.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Every board meeting is going to suck. You may not be able to get it from the sales ops team anymore.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. The latter falls majoritarily pre-sales so that’s a bit of a different world from the rest, but we still place it under Customer Operations.

B2C 0

B2C SaaS Accountability B2B 0

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

Hero Digital

APRIL 15, 2020

billion search results for “account-based marketing.” They may advise brands and help clients get started with account-based strategies, but their business is selling you ABM. Second, the “account-based” discipline is still widely misunderstood. After all, account-based marketing is hard work.

B2B 52

B2B Accountability Marketing Sales 52

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. We asked Customer Success experts to share their industry predictions for the year ahead. Brian Hoffman , Account Executive, ChurnZero. But what else is in store for this trendsetting team in 2021?

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Nicereply

JULY 13, 2021

As the team that speaks most frequently with customers, they need to have the tools and knowledge to create customer experiences that meet and exceed expectations. A B2C company re-imagining the furniture sales experience by selling furniture online, without showrooms, and making the process of purchase, trial, and return easier.

B2B 98

B2B B2C SaaS Technical Support 98

Education Services Group

JULY 5, 2022

On the other end of the spectrum, there were the teams of folks from the startup or SaaS space, where CS isn’t just a buzzword and key stakeholders all know its value ( sounds like a dream, doesn’t it?!). Marketing, Product, Sales, and Customer Success, all sat at the same table with the customer experience at the forefront.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. If these first two items are going well, my other responsibilities, which include renewals and account growth, are much easier!

Management 84

Management Finance Enterprise Accountability 84

Totango

JANUARY 26, 2021

For example, if you sell a subscription SaaS product, a simple procedure for calculating your monthly churn rate would be: Take how many subscribers canceled their subscriptions that month. Take demographic data about customers into account. Divide by your original number of subscribers at the start of the month. Poor Customer Fit.

Customer retention 89

Customer retention Sales Marketing Big data 89

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Recently, many companies are moving from on-premise to SaaS. 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

JustCall

APRIL 12, 2023

of reviews belonging to the said segment Clearly, the JustCall reviews show that it has won over customers across segments and industries with its suite of features and offerings. Their sales support could tag and make notes on the call using Power Dialer while also automating selected calls 6. Which Software is Best for Your Business?

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Account management: The customer success team also manages customer accounts and ensures that they are getting the most value from your product or service.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

SmartKarrot

NOVEMBER 8, 2022

Work with the team leaders to manage ongoing CS activities: onboarding, training, customer support, customer success management, and customer education. Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. The latter falls majoritarily pre-sales so that’s a bit of a different world from the rest, but we still place it under Customer Operations.

B2C 60

B2C SaaS Accountability B2B 60

SmartKarrot

DECEMBER 6, 2022

Role: Customer Success Director – SaaS Location: Edmonton, AB, Canada (On-site) Organization: CyberCoders As a Customer Success Director, you will lead, coach, and mentor a team of high-performing individuals who are in charge of deploying the software. Nurture relationships with key contracts in critical accounts.

Coaching 19

Coaching Education Government Upselling 19

CSM Practice

APRIL 13, 2021

They are also in charge of setting up interactions like Quarterly Business Reviews (QBRs), customer education, and helping customers implement as many features as possible. Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Challenges. Work as a team during the discussion.

Management 52

Management Customer retention Upselling Accountability 52

Mindtouch

OCTOBER 23, 2017

According to major industry research firms (Gartner, Forrester, etc.), I’d like to know who the 21% is who don’t prefer self-serve support because I have yet to meet one of these people. Most businesses have built distributed sales networks that were once their greatest strength but have become a major weakness.

Self service 65

Self service Upselling SaaS Customer Support 65

Totango

OCTOBER 23, 2020

As the first step in the customer journey , onboarding is centered around educating your new client on how to properly use your product and access its features. During this stage, a successful handoff from your sales team to your customer success team is vital. The Three Stages of Onboarding . New Customer Welcome .

Best practices 71

Best practices Metrics Enterprise Feedback 71

ChurnZero

NOVEMBER 24, 2020

As a former Customer Success executive and current SaaS business advisor to founders, revenue, and customer leaders, Anna brings a refreshingly candid perspective to the table on how to get a seat at it. Customer Success needs to work cross-functionally with other departments to meet your company’s strategic objectives. Work Laterally.

SaaS 59

SaaS Engineering Sales Coaching 59

Education Services Group

OCTOBER 4, 2022

But there’s so much more to customer segmentation and tiering than meets the eye. CS organizations group customers into segments based on common characteristics such as industry/vertical, number of employees, geographic location, annual revenue, contract size, the list goes on and on. Segmentation is getting snazzier.

Best practices 52

Best practices Finance Enterprise B2B 52

SmartKarrot

SEPTEMBER 25, 2020

In the past few years, the SaaS industry has grown from scarcity to abundance. SaaS has become a prime element in every business’s architecture. In a very short duration of time, AI has become the central marketable asset for the SaaS industry. The integration of AI with SaaS is a paradigm-shifting phenomenon.

SaaS 8

SaaS APIs Analytics Enterprise 8

SmartKarrot

SEPTEMBER 25, 2020

In the past few years, the SaaS industry has grown from scarcity to abundance. SaaS has become a prime element in every business’s architecture. In a very short duration of time, AI has become the central marketable asset for the SaaS industry. The integration of AI with SaaS is a paradigm-shifting phenomenon.

SaaS 8

SaaS APIs Analytics Enterprise 8

Education Services Group

MARCH 4, 2020

Well, we certainly know what it’s not, and that’s strictly Customer Support or Sales, or a new name for Account Management. In the US, the birthplace of SaaS and Customer Success, many companies have had the opportunity to experiment with and iterate upon their CS practices before taking them global. Evaluating CX.

SaaS 52

SaaS Best practices Healthcare Marketing 52

SmartKarrot

SEPTEMBER 23, 2020

In industries like SaaS, the customer success manager is the one who is that ‘particular’. A customer success manager in SaaS is the one who drives a client from the sales funnel to the support phase. And he bridges the gap between the support and the sales domain, as they are almost indispensable. Final Take.

SaaS 10

SaaS Management Upselling Customer advocacy 10

ChurnZero

DECEMBER 20, 2019

T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80