CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution. Expectations.

Technical Support 76

Technical Support Sales Metrics SaaS 76

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. He shares how organizations can identify and solve customer pain points. What are customer pain points?

Advertising 120

Advertising SaaS Wait times Multichannel 120

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans. What Is the Best Customer Success Manager Salary Plan?

Best practices 126

Best practices Management SaaS Metrics 126

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

LiveChat

NOVEMBER 13, 2018

To better understand their role, let’s recall what Customer Success Management is in general. Customer success is when customers achieve their Desired Outcome through their interactions with your company. It’s knowing customers’ business needs and stepping into their shoes to increase recurring revenue and reducing churn.

SaaS 54

SaaS Management Feedback Customer Support 54

Solvvy

JUNE 22, 2022

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

Chatbots 119

Chatbots Banking Self service Finance 119

Education Services Group

MAY 6, 2021

. #1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Accountability 92

Accountability Construction SaaS Sales 92

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. They’re the proactive team.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. They’re the proactive team.

SaaS 52

SaaS B2B Upselling Metrics 52

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution. Expectations.

Technical Support 40

Technical Support Sales Metrics SaaS 40

JustCall

MARCH 29, 2022

The customer support function is in for a major metamorphosis- one where businesses are recognizing its full potential as not just an additive function, but as a multiplier. Traditionally, support reps focused only on ticket resolution and management. The Evolution of the Support Function. Meet the ‘Super Rep’.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

JivoChat

FEBRUARY 22, 2023

By using an external provider with expertise in communication protocols like phone calls , companies can provide efficient customer support at any time without worrying about training personnel or managing call centers internally. Step 5: Assess performance regularly & adjust accordingly if needed.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

TeamSupport

SEPTEMBER 29, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

B2B 89

B2B CRM Morale Enterprise 89

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 91

Management Upselling Coaching Best practices 91

Help Scout

SEPTEMBER 21, 2021

Customer success teams often have a range of responsibilities, depending on the team’s age, the size of the company, and what type of product they are supporting. For instance, customer success may be responsible for implementation, onboarding, and lifecycle management at some larger companies.

Education 103

Education Accountability Benchmark Sales 103

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Why calculate customer health score? First, let’s answer the question, what does a typical customer journey in the subscription economy look like?

Best practices 89

Best practices Accountability SaaS B2B 89

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Support 41

Customer Support SaaS Upselling B2B 41

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Meet Our Panel of Contact Center Experts: . Tyler Riddell. Alex Tebbs. Vincent Nero. Rachel Ivers. Katherine Dougherty.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

aircall

FEBRUARY 12, 2021

They’re responsible for managing people, equipment, and technology, and they need to ensure that everything works together in meeting your company’s goals and objectives. . Sales operations and support operations fall under the overall responsibility of your operations leader. . What Is Sales Operations?

Call Center 62

Call Center CRM Analytics Coaching 62

SmartKarrot

AUGUST 11, 2021

“A customer is a King”, an age-old business mantra that emphasizes the importance of customers or would-be customers in every business. The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. Fewer features in your SaaS product.

SaaS 19

SaaS Consulting Consulting Sales 19

Help Scout

APRIL 27, 2021

Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. Thanks, Simone, a SaaS Support Soft-Skill Seeker. First, you need to understand how much technical skill is enough for your team. Hello Simone!

Customer Service 90

Customer Service SaaS Personalization Best practices 90

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

ChurnZero

DECEMBER 6, 2021

All SaaS companies can expect some level of customer churn. For example, some customers who start a free trial may not ultimately subscribe, or those who do might realize they’re not interested in renewing their subscription. Some might feel the software doesn’t meet their needs, so they look for another solution.

Customer retention 98

Customer retention SaaS Feedback Benchmark 98

CSM Practice

DECEMBER 19, 2021

“A team is only as strong as its weakest link”. This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Usually, the SaaS business growth is categorized into 3 phases: . Customer lifetime value (LTV).

CRM 98

CRM Brand ambassadors Best practices SaaS 98

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Customer Segmentation/Categorization Considerations.

Strategic Value 91

Strategic Value Customer retention SaaS Sales 91

Nicereply

JULY 13, 2021

.” Companies must set their support agents up for success. 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. Marc Bindlechner is the Director of Customer Service at Koala.

B2B 98

B2B B2C SaaS Technical Support 98

JustCall

APRIL 12, 2023

JustCall vs Aircall Customer Reviews Comparison The product score mentioned here is a culmination of real-time data from verified user reviews. What Are the Pain Points in Call Management and Customer Support, and How Can JustCall and AirCall Address Them?

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

CustomerSuccessBox

SEPTEMBER 15, 2021

With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision. What is customer success. Customer success isn’t that complicated. The competition is growing in the SaaS industry and customers now have many choices. Why you should have customer success.

outsourcing 52

outsourcing B2B SaaS Feedback 52

ProProfs Blog

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

aircall

NOVEMBER 3, 2021

However, reactive customer service is just one part of the equation when it comes to providing a strong customer experience. According to research by Bain & Company, for every complaining customer, there are 26 who remain silent. These customers are inaccessible to your customer support team.

CRM 62

CRM SaaS Sales Feedback 62

SmartKarrot

SEPTEMBER 12, 2022

Every company hires an account manager, especially in SaaS. The account manager is one who needs to be responsible for the everyday management of the customer’s account and business with the company. Since we know an account manager is a vital role, how relevant and important is the role in 2023?

Accountability 10

Accountability Management SaaS Upselling 10

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Upselling 52

Upselling SaaS B2B Metrics 52

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. How is your team structured, why, and how has that structure evolved over time?

B2C 0

B2C SaaS Accountability B2B 0

ChurnZero

JULY 19, 2019

CSM Confidential – Part 1: Difficult Customer Conversations . . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. Implementation Specialist for SaaS Startup . ? .

SaaS 56

SaaS B2B Sales Accountability 56

JustCall

APRIL 20, 2023

One of the ways in which they do so is by maintaining reliable communications software to: Maintain internal communication Streamline customer queries Therefore, if you’re a business owner, it is important to find the right software that meets your needs and budget. 8×8 X Series 1.

voip 52

voip CRM call center software Interactive Voice Response 52