SmartKarrot

JANUARY 12, 2021

With increasing competition, they have to focus on becoming customer-centric to sustain in their niche. Hence, a few trends and best practices are worth following for such companies. Customer success best practices in healthcare. 3 Simplify customer communication. 2 Proactive medical treatment.

Healthcare 10

Healthcare Best practices SaaS Customer centricity 10

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. What is customer success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ProProfs Blog

DECEMBER 6, 2019

You can say that this is a more customer-centric approach as opposed to a business-centric strategy. That is possibly the biggest difference between customer service and customer support. But is customer support limited to SaaS companies only? And the term support is properly used here. Not really.

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. You need to choose the right course that offers trainings, more information, and certifications.

Best practices 22

Best practices SaaS Accountability Education 22

ChurnZero

DECEMBER 11, 2020

Aside from wanting to help SaaS companies grow their business through better retention, our CEO founded ChurnZero to eliminate what he hates most: surprises. . There are few things more embarrassing than not knowing enough about your customers, so I started ChurnZero to help myself and others avoid it ,” says You Mon. .

CRM 59

CRM SaaS Technology Big data 59

Totango

OCTOBER 13, 2020

CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy. To turn these private customer stories into public endorsements, you should implement the following customer success best practices : . Build a Customer Community.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. The customer’s perception of success is everything. What do your successful customers do in their first month?

Metrics 98

Metrics SaaS Surveys Self service 98

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. Peter Armaly. Jay Nathan.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Totango

AUGUST 12, 2020

The digital transformation of business has empowered customers to expect personalized, on-demand attention from their service partners. The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence.

SaaS 87

SaaS Upselling Enterprise Best practices 87

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. The customer’s perception of success is everything. What do your successful customers do in their first month?

Metrics 52

Metrics SaaS Surveys Self service 52

Kapta Customer Success

JANUARY 31, 2018

This was a fascinating conversation with a real Customer Success pro. About Kia: Kia Puhm has extensive experience building world-class practices that accelerate business growth. Kia leads businesses through the transition to customer-centric organizations. With SaaS however the challenge is only magnified.

Accountability 45

Accountability SaaS Consulting Consulting 45

ClientSuccess

OCTOBER 26, 2020

In today’s ever-changing corporate landscape, modern SaaS organizations are asked to be a lot of things: employee-centric, focused on new business, and profitable against goals – just to name a few. One characteristic that is often overlooked (or left out completely) is being customer-centric.

Customer centricity 71

Customer centricity SaaS Finance Best practices 71

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We might have to tell them, “No, based on what you’ve told me you’re hoping to achieve, this is the best course of action I would suggest for you.” .

Marketing 40

Marketing Sales Consulting Consulting 40

SmartKarrot

JUNE 10, 2020

Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. This is one of the most followed blogs on Customer Success. 4 Chief Customer Officer Council.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. Of course, he was ten years ahead of the curve.

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. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. Of course, he was ten years ahead of the curve.

SaaS 52

SaaS B2B Upselling Metrics 52

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. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

OCTOBER 30, 2021

68% of customers trust feedback more when they see both positive and negative scores. Customers are likely to spend 31% more on a brand having excellent reviews. Hence, customer feedback is a crucial aspect of nurturing a customer-centric culture. What is Customer Feedback? Helps value customer opinions.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

SmartKarrot

JULY 6, 2020

The ways in which you determine KPIs; business goals in line with customer success goals; customer categories and corresponding service levels; among others. The systems, policies, and best-practices you put in place to create an environment conducive to achieving Customer Success. A report by Deloitte ?states

B2B 10

B2B Finance Surveys Sales 10

Totango

JULY 23, 2019

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Adopting a Customer-Centric Approach.

Upselling 89

Upselling Customer centricity Enterprise Education 89

ChurnZero

FEBRUARY 22, 2024

Customer success and marketing share common goals, especially if your company is one of the 61 percent of SaaS organizations with a dedicated customer marketing function to drive expansion, retention and advocacy. As ChurnZero’s first customer marketing manager, I should know.

Marketing 52

Marketing Customer centricity B2B SaaS 52

Totango

JULY 23, 2019

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Adopting a Customer-Centric Approach.

Upselling 63

Upselling Customer centricity Enterprise Education 63

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

ClientSuccess

OCTOBER 16, 2017

When customers have a product question or recommendation, for example, the product team can work directly with the client alongside the customer success team to determine the best course of action. At the end of the day, customer-focus trickles down from the top. Customer Success Must Always Be The Top Initiative.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

Netomi

FEBRUARY 28, 2022

Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.” Flip the coin over and company value, like retention and growth, is the result of customer value.”. Customers have so many options.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

CrazyCall

AUGUST 16, 2019

Recommended episode: Testing SaaS Payment Terms with Jack Altman. Of course, that’s not all from Jeb’s sales equipment and the Sales Gravy podcast is just one more resource. Here, you’ll get to know how to crack the code of customer’s behavior and what to do to turn complete strangers into long-lasting customers.

Sales 115

Sales B2B Coaching Personalization 115

Amity

FEBRUARY 16, 2016

Here's a breakdown of what your customer needs: Your customer needs you to understand their individual journey. Your customer needs to work with a well functioning team. Your customer needs you to provide value. In this issue of the SaaS Tattler, we look at how you can deliver on your customer’s needs.

SaaS 63

SaaS Transportation Airlines Customer centricity 63