CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices. Follow Diane on LinkedIn 3.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Didn’t attend?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Satrix Solutions

JANUARY 2, 2019

As a consultancy dedicated to the Customer Experience (CX), we’re highlighting 5 US-based conferences customer experience professionals should consider for 2019: Totango Customer Success Summit 2019. This event brings together around 900 Customer Success professionals from around the globe annually. Why should you attend? INBOUND.

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics Upselling SaaS Accountability 52

Talkdesk

JULY 27, 2017

We wanted to provide this service to customers to deliver high-quality consulting and technical solutions for them. This means everyone needs to be using the tools they have on hand to the best of their ability. It was a hugely successful two-day event! Enter the Services Partnership. Should Your Company Apply? Interested?

Consulting 42

Consulting Consulting call center solutions SaaS 42

Talkdesk

JULY 27, 2017

We wanted to provide this service to customers to deliver high-quality consulting and technical solutions for them. This means everyone needs to be using the tools they have on hand to the best of their ability. It was a hugely successful two-day event! Enter the Services Partnership. Should Your Company Apply? Interested?

Consulting 40

Consulting Consulting call center solutions SaaS 40

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Investors use ARPA to evaluate and compare company performance and identify which SaaS solutions generate low or high income.

Metrics 52

Metrics SaaS Customer retention Upselling 52

ClientSuccess

JULY 14, 2017

This event was a “fireside chat” format where the conversation was live and open to questions and comments throughout the hour while centered around the power of building trust with customers. This webinar involved live participant involvement on customer success best practices & strategy and took place on Tuesday, July 25th at 11am MT.

SaaS 41

SaaS Best practices Consulting Consulting 41

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. Attend college recruiting events, conferences, seminars to help strengthen the company brand.

Upselling 19

Upselling Coaching Best practices Consulting 19

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. 3 New Customer Onboarding Best Practices: [link].

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Education Best practices Accountability 52

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. The best thing that you can do to increase efficiency at a contact center is…”. If all these points mentioned above are practiced, the contact center will have a great track record with their clients and agents alike.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Practice

FEBRUARY 24, 2020

Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. 3 New Customer Onboarding Best Practices: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Lincoln Murphy. Allison Pickens. Dave Jackson. Mikael Blaisdell.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. To prevent churn, the CSM needs to be proactive to customer needs.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

ChurnZero

DECEMBER 20, 2019

SaaS companies at all stages will continue to increase investment in Revenue and CS Ops to drive the alignment that’s critical for maximizing customer lifetime value. Greater collaboration between C S and Sales will result in “pods” of sales, C SMs , Consultants and Product Managers driving the expansion of target customers.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

CSM Practice

FEBRUARY 20, 2020

To make the shift from reactive to proactive, SaaS companies need to evaluate their data to discover actionable insights into the customer base. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. Churn-Renewal Analysis: Should you bother?!

Analytics 52

Analytics Customer centricity Metrics Accountability 52

CSM Practice

FEBRUARY 24, 2020

The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy.

Metrics 52

Metrics Accountability Surveys SaaS 52

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You can always rely on me to do that for family events, for work, for college events. Maybe you invite them to more training or offer a consultation. What would people say is your superpower?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You can always rely on me to do that for family events, for work, for college events. Maybe you invite them to more training or offer a consultation. What would people say is your superpower?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

NOVEMBER 15, 2019

We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. And it also propels us into what is convention season (which you might not think that exists in youth sports, but it does, each sport has their own event). Customer Success Around the Web.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

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. We wanted to recognize those leaders who are helping Customer Success make a name for itself in SaaS by proving its purpose and potential. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Prior to Alida, Jason led the customer success and consulting services teams at BMC Software, CA Technologies and Protiviti. Follow Phillip on LinkedIn. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

SmartKarrot

AUGUST 5, 2022

In addition to explaining what an online automated customer playbook is in detail, this article will show you how to effectively put one into practice so that it serves both the goals of your customers who use your product or service and your anticipated business outcomes and teams. So, let us get started. status, role, etc.) to succeed.

Scripts 10

Scripts Accountability Benchmark B2B 10

ChurnZero

JANUARY 26, 2021

They also provide an opportunity to bring in best practices. “An uncertain event or condition that, if it occurs, has a positive or negative effect on a project’s objectives.” In Enterprise SaaS, this process begins during the late stages of the sales cycle before a contract is even signed.

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

MARCH 2, 2023

Currently, she is the founder of Agile Leadership- an innovation consulting firm that helps businesses develop new products and services and stay relevant through innovation. This podcast features a variety of guests to discuss startups, venture capital, and current events that provide deep knowledge of entrepreneurship and technology.

Technology 10

Technology Benchmark Sales B2B 10