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. It’s only when you truly listen to your customers that you can help solve their most important problems. Customer Success Around the Web. Appreciate the kind words, Brian.

SaaS 59

SaaS Metrics Best practices Customer retention 59

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members.

Upselling 19

Upselling Coaching Best practices Consulting 19

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

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

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

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 focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Jay Nathan , Founder & Managing Partner, Customer Imperative . I’ve already seen this take place among my current customers. .

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

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Customer Experience Podcasts | CX Podcasts | Colin Shaw .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

Education Services Group

DECEMBER 21, 2021

One of the most intimidating things about being new to Customer Success, at least for me, was learning the metrics that are typically used when measuring success in a SaaS business. I’m sure my face had the same scrunched-up expression the first time I heard the word Lexile as when I heard the term Net Revenue Retention (NRR).

Journey mapping 52

Journey mapping Education Metrics SaaS 52

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

Education Services Group

APRIL 27, 2022

It feels awkward to me, like we are desperate in our attempt for the customer to validate our process. DAU (Daily Active Users): If your SaaS offering doesn’t require daily logins for value to be obtained, be cautious how you use this metric. I don’t know what the ultimate solution is here, but I suspect there’s a better way.

Metrics 98

Metrics Surveys SaaS CRM 98

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

Netomi

FEBRUARY 28, 2022

It’s a simple yet effective way to retain customers in a busy world.”. Irit Eizips – Chief Customer Officer & CEO, CSM Practice. “This is a mission I am passionate about and I’m looking forward to helping Udacity’s customers progress along their digital transformation journeys.”

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

DECEMBER 3, 2020

This list of new year’s resolutions will help customer success managers handle their priorities well for a successful run at the customer front. With the Coronavirus pandemic that has shaken the world in 2020, it is important to look for improvements in customer retention in 2021. Create a customer-centric culture.

Management 10

Management Customer centricity Journey mapping SaaS 10

Amity

AUGUST 5, 2016

How did you get started in Customer Success and what was your path into your current role? But during my time in customer enablement, I would only be engaged with a customer for a certain project and then have to move on. One of the biggest advantages is that we start the customer relationship process really early.

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91