CustomerSuccessBox

JUNE 8, 2022

Customer Success is steadily gaining importance globally and is the first line of defense for most SaaS firms. Whether it is to boost conversions, reduce churn or drive retention, Customer Success is at the forefront always. This has translated into huge demand for customer success events around the globe.

SaaS 52

SaaS Best practices Personalization Customer Experience 52

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Embedded best practices.

SaaS 88

SaaS Best practices CRM Enterprise 88

Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. Peter Armaly, a customer success expert with Oracle Marketing Cloud, argued in his presentation at the 2016 Customer Success Summit that it should be a foundational activity of CSMs.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

ChurnZero

DECEMBER 29, 2020

Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Education Services Group

MAY 26, 2021

2020 proved that virtual learning can be a great alternative to being somewhere in person, and there’s no shortage of excellent virtual conferences, discussions, and gatherings to spark anyone’s interest. Customer Success webinars are no exception. Higher Logic. Higher Logic gets extra points for also being the creator of Gain.

Best practices 52

Best practices B2B SaaS Analytics 52

CustomerSuccessBox

DECEMBER 6, 2021

His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Aaron Thompson. Alex Farmer.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Customer Service ? Customer Experience .

SaaS 59

SaaS Metrics Best practices Customer retention 59

CustomerSuccessBox

JULY 29, 2022

Every step of the way, the ideal customer experience offers seamless, consistently high-quality service. Throughout the customer lifecycle, customers frequently interact with various teams within your business. Defining Customer Success Workflow. Designing a Solid Customer Success Workflow.

Management 52

Management Best practices Feedback B2B 52

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . If you know SaaStr, or just SaaS in general, then you know Jason.

SaaS 52

SaaS Enterprise Healthcare Sales 52

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . If you know SaaStr, or just SaaS in general, then you know Jason.

SaaS 52

SaaS Enterprise Healthcare Sales 52

JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Annette Franz Founder and CEO, CX Journey Inc.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CrazyCall

SEPTEMBER 4, 2018

With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6 Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Coach to SaaS founders, Chief instigator at DanMartell.com. million in total revenue in Q1 2018.

Sales 129

Sales SaaS CRM B2B 129

ChurnZero

JANUARY 23, 2019

The manager is responsible for developing, managing and measuring outbound marketing programs encompassing, roadshow events, conferences/tradeshows, email marketing, and sales enablement. Work with Sales and Customer Success to identify partners for ChurnZero roadshow events. Excellent project management skills.

Marketing 40

Marketing Management SaaS Best practices 40

delighted

MARCH 15, 2019

A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience. Constant monitoring of your customer experience metrics will let you know whether the changes you’re making are moving the needle.

Surveys 74

Surveys Benchmark B2B Feedback 74

Netomi

JANUARY 5, 2022

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. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. While attending this year’s Gainsight Pulse Conference, the significance of human-touch was made clear across the board.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Mindtouch

MAY 13, 2016

A hand on their customer’s pulse! Ok, so Gainsight might produce the software that others use to listen in, but that doesn’t mean they don’t track their own customer’s heartbeat as well. This is known as the perpetual sale (as opposed to a SaaS business model based on subscriptions). Transcript of Interview.

Self service 48

Self service SaaS Sales Best practices 48

JustCall

NOVEMBER 25, 2022

Businesses can use CI software to record meaningful discussions with potential customers, identify unsafe or illegal conversational subjects, train new salespeople on best practices, and for any other purposes where the analysis and transcription of sales calls is required. Top 10 Best Conversation Intelligence Software.

Real estate 52

Real estate CRM Coaching Contact Center 52

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. While Carine won’t be speaking at this year’s conference, you can expect to be inspired by an equally incredible lineup of speakers and thought leaders.

SaaS 40

SaaS Best practices Personalization Metrics 40

Education Services Group

JANUARY 25, 2023

And so, I did a panel talk at a conference, and they’re like, “how do I get a seat at the table?” I was selling a SaaS product back when it used to be the install base-only crowd. I remember – I’m of the age when people were like, “is it in the cloud?”, I mean, I’m that old, and you’d have to fight it.

Finance 52

Finance Sales Morale SaaS 52

Kayako

MARCH 21, 2018

Since onboarding involved understanding the inner workings of Kayako and how to best deliver customer support for a SaaS product, I needed my team to teach me the ropes. A good start would be a detailed list of topics your new hire will need to know to be able to handle customers and deliver great work.

Customer Service 56

Customer Service APIs Best practices Feedback 56

TechSee

JANUARY 25, 2023

Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences.

Automotive 41

Automotive Management Enterprise B2B 41

ClientSuccess

MAY 31, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Question 1.

Best practices 40

Best practices SaaS Engineering Enterprise 40

AWS Machine Learning

FEBRUARY 1, 2024

The following are some considerations when using RAG: Setting appropriate timeouts is important to the customer experience. Nothing says bad user experience more than being in the middle of a chat and getting disconnected. There are three general types of vector databases: Dedicated SaaS options like Pinecone.

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Best practices Engineering SaaS APIs 110

Kayako

MARCH 21, 2017

“Someone I had sent a reply to in a ticket found me at a conference last year, and thanked me for taking the time to write back acknowledging his feedback, and also for sending educational material about how and why we work here. “He had been unaware his particular request involved some best practices. ” Eva.

Education 84

Education Best practices Feedback Personalization 84

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . 2020 will be all about putting customers’ experience and success at the forefront of all departments across the company. . .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. She has also geared up many product-based SaaS companies as an Investor in recent times. he has been supporting the customer relationship management professionals and teams for over decades now.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

SmartKarrot

JULY 6, 2020

An initial memorable experience can go a long way in fostering a positive customer relationship, while a negative experience requires a lot more effort to be nullified. Process could also involve deciding details of customer engagement in the sales funnel, buyer-journey, post-sales service, and customer lifecycle.

B2B 10

B2B Finance Surveys Sales 10

ClientSuccess

MAY 7, 2019

It’s speakers present techniques, strategies, models, metrics, and real-world applications around customer success. We’re looking for 2019 CS100 Summit speakers and panelists who can share innovative insights and practical best practices on customer success. Learn More and Register.

Metrics 45

Metrics SaaS Best practices Customer Experience 45

Amity

FEBRUARY 2, 2016

Exploring the Top 5 Benefits of Customer Success. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. Why the Customer Success Manager is the Product Manager’s New BFF.

SaaS 80

SaaS Education Customer retention Sales 80

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Education Services Group

DECEMBER 10, 2019

Since 2013, the Customer Success Association has been hosting Customer SuccessCon , a conference designed to look at the current state of the profession and into its future. It brings together some of the most experienced and forward-thinking minds in the Customer Success community.

Education 40

Education SaaS Coaching Personalization 40

Mindtouch

FEBRUARY 2, 2018

Nick Mehta , CEO of Gainsight **, says SaaStr is a robust menu of choices, finding the right way to approach the SaaS model is as simple as finding those speakers that resonate with your business model. Learn more about Customer Success in SaaS. Read the Executive Roadmap to the Customer Journey.

SaaS 54

SaaS Best practices Enterprise Marketing 54

aircall

NOVEMBER 4, 2016

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. Features which enhance the customer experience.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Amity

APRIL 24, 2017

It wasn’t until we closed some deals that a couple of our customers started to ask about implementation, onboarding, and best practices. Being the keener that I was, I volunteered to work out an implementation plan, and that’s how Customer Success was born at Loopio.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

aircall

NOVEMBER 4, 2016

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. Features which enhance the customer experience.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54