JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. CEO - C hief Customer Office Council. W in the Customer.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. Poor NPS scores may indicate poor onboarding, education or support playbooks. About CSM Practice.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

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? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

FEBRUARY 1, 2019

Leading a team of innovators and experts in their Customer Success, Professional Services, and Support organization, Amanda’s goal is to ensure that every customer optimizes the business impact of Lucidworks search and analytics deployments. “My Francesca Cruz, Vice President, Customer Success, IZEA.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

JustCall

APRIL 5, 2023

Traditional customer support models will not cut it. Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. What is customer success management or CSM? out of 5. out of 5 stars.

Management 52

Management CRM Analytics Customer retention 52

CSM Practice

FEBRUARY 20, 2020

As a result of the insights and resultant playbooks, the customer success team continually drives business outcomes for their clients at scale and in a proactive manner. This stage is the height of customer success maturity where the entire organization becomes customer-centric. An Advanced Analytics Case Study.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Nicereply

MARCH 19, 2019

Whether your goal is lower churn, more revenue or to improve your overall customer experience, nudges are often a low-effort, high-reward way of making that happen. Calling your products and services customer-centric requires you to go beyond offering guides, articles, blogs, tooltips, support channels, and analytics to your customers.

Customer Experience 83

Customer Experience Analytics Customer centricity B2C 83

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JANUARY 21, 2021

It is quite known that nearly 80 percent of companies use SaaS applications for various functions in their system. It is mostly SaaS products that rule the roost in the business world. SaaS or on-demand software goes back to the 1970’s. A SaaS product is an online software that users with a license have access to.

SaaS 11

SaaS Management Metrics B2B 11

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

JustCall

NOVEMBER 24, 2022

Whether you are looking for a B2B software/SaaS sales strategy or a B2B sales plan for physical assets, here are some proven ways to improve its performance: Conduct market research. B2B customer personas are vastly different from B2C ideal customer profiles (ICP) as you would be targeting the decision-makers within the company.

B2B 52

B2B Sales B2C SaaS 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

Fonolo

JANUARY 22, 2020

Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. It’s fun, educational, and a great opportunity to build new relationships. Customer Care Director, Hilton; Rena Thompson – Dir.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. Poor NPS scores may indicate poor onboarding, education or support playbooks. About CSM Practice.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. Poor NPS scores may indicate poor onboarding, education or support playbooks. About CSM Practice.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

SmartKarrot

OCTOBER 13, 2023

In today’s hyper-competitive business environment, customer acquisition is only half the battle. Retaining those customers for the long haul is equally, if not more, essential. Considering this, here are five crucial strategies every customer retention playbook should include: 1.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

JivoChat

JULY 14, 2021

At least, not if you want to attract more customers and stand out from your competition. In case you missed the memo, we’re now neck-deep in the customer-centric age, where personalization, convenience, and the buyer experience rule supreme. 70% of customers expect your business to have a self-service option.

Self service 52

Self service Chatbots B2B Customer centricity 52

Netomi

FEBRUARY 28, 2022

Describing the structure of the DoorDash Customer Experience (CX) team in an interview with Forrester, she emphasized the importance of multiple teams working together to combine their knowledge and insights. “ We also partner with the user research and support team. Connect with Dione. Connect with Kellie .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. As Volta Charging ’s Vice President of Service Operations, he leads the field service, customer support, and operational analytics functions. Today, Robb leads field services for Sleep Number ( www.sleepnumber.com ).

Automotive 41

Automotive Management Enterprise B2B 41

aircall

MARCH 19, 2021

Customer data platforms (CDPs) or data management platforms (DMP) are types of software that collects real-time data across all of your customer’s touchpoints and organizes them to create a 360-degree customer profile. It produces a customer database that is accessible by other SaaS software and systems that your company uses.

Sales 62

Sales CRM Marketing Best practices 62

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Kristi Faltorusso.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. Now more than ever Customer Success is essential to the long-term success of your entire organization. CRM s and Customer Success Platforms are no exception.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

SmartKarrot

JANUARY 15, 2021

How to stop thinking from your own perspective and start thinking from the customer’s perspective is something they must understand. A CXO must be responsible for turning an organization into a customer-centric one. So, let’s examine how customer experience works in each of these departments.

Customer Experience 11

Customer Experience Analytics Sales Feedback 11

SmartKarrot

SEPTEMBER 25, 2020

Can you track customer metrics with that tech? These smart solutions can provide your customer success initiatives with the necessary customer analytics, tracking product usage, cross-functional communication, and much more. Over 40% of the customer interactions will be automated via AI and MI by 2023.

Journey mapping 8

Journey mapping SaaS Customer retention Metrics 8

SmartKarrot

SEPTEMBER 25, 2020

Can you track customer metrics with that tech? These smart solutions can provide your customer success initiatives with the necessary customer analytics, tracking product usage, cross-functional communication, and much more. Over 40% of the customer interactions will be automated via AI and MI by 2023.

Journey mapping 8

Journey mapping SaaS Customer retention Metrics 8