Totango

JANUARY 10, 2019

Since your enterprise runs in a digital world that centers around customers, you need a platform that can help you adopt and operationalize customer centricity across every level of your organization. You’re an expert at providing the quality SaaS and subscription products your customers love.

Enterprise 63

Enterprise SaaS CRM Upselling 63

ClientSuccess

OCTOBER 16, 2017

Having a portfolio of satisfied customers who are content with their service and are ready to engage and communicate with a brand is a literal dream of any B2B organization. Organizations who are looking to become truly customer-centric must instil a sense of cohesiveness between customer sentiment and organization sentiment.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41

ClientSuccess

OCTOBER 19, 2017

What Makes the SoapBox Customer Success Team So Special? What makes them so special is that they’re caring for each other and their customers. This translates into a great customer-centric culture, where each team member is happy and looks forward to helping in any manner they can. Identify a best practice or innovation.

Best practices 41

Best practices Customer centricity SaaS Metrics 41

ClientSuccess

NOVEMBER 15, 2017

For larger companies or those in more mature marketplaces, creating a seamless customer experience relies heavily on eliminating manual processes and procedures. How Is Your Organization Handling Customer Lifecycle Management? Customer Success as a Culture: Customer Success Leaders Edition. Blog Posts.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Totango

JUNE 25, 2019

That knowledge is essential to creating a customer-centered enterprise that can generate ongoing value for customers. The digitization of business has created a customer-centric economy dominated by subscription services and SaaS enterprises. Request a demo or explore Spark to better understand your customers.

Upselling 49

Upselling Enterprise Metrics Customer centricity 49

ClientSuccess

MARCH 28, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Sara Masson , Senior Customer Success Manager. I’m constantly hearing from Customer Success Leaders who spend half of their time (or more!) Company : Loopio.

Management 41

Management Best practices Customer centricity SaaS 41

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Currently, she is the Vice President of Customer Experience at Bugcrowd. Anika Zubair. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

APRIL 15, 2022

It presents the readers with a fresh perspective on customer relations and also throws light on failproof strategies for long-term customer value. The book shares some best practices from world leaders from different industries. This book helps CRMs solve complex customer relations concerns.

Customer retention 19

Customer retention CRM SaaS Customer centricity 19

SmartKarrot

FEBRUARY 17, 2022

The availability of myriads of channels with differing marketing strategies can leave customers confused at the end of the day. Any B2B SaaS company targeting growth cannot achieve its target without integrating all channels to provide their customers with an omnichannel experience. Create a strong, unified customer experience.

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Multichannel 10

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

SmartKarrot

MARCH 24, 2022

This is especially important in a B2B SaaS world. Why is a customer delight culture essential for growth? Well, the first reason is that it costs five times more money to attract new customers than to retain the existing ones. The entire team needs to gain the customers’ trust – so product mastery is necessary.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

SmartKarrot

AUGUST 2, 2023

Customer Success (CS) that focuses on boosting customer retention, loyalty, and overall business growth is a very important function for any customer-centric business. These tools are helpful for CS teams to anticipate customer needs and personalize their interactions. NPS Benchmark: Target an NPS of 70 or above.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Allison Pickens.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

JUNE 11, 2021

Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. The course is led by trainers who have 60+ years of combined experience in the customer success space. For course details, click here.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

DECEMBER 3, 2020

Here are 10 New Year’s resolutions for customer success managers in 2021. Create a customer-centric culture. Customer success needs to have a centric company approach. It is important for customer success managers to make sure that customer success goals are in line with the overall goals of the company.

Management 10

Management Customer centricity Journey mapping SaaS 10

SmartKarrot

NOVEMBER 3, 2020

Being customer-centric has become more than necessary for modern companies to sustain in this competitive world. Customers need to be treated with utmost care right from the beginning of their relationship. The quality of service they give to the customer depends on how well a CSM is able to manage and direct the team.

Management 10

Management Customer centricity SaaS Metrics 10

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. .

Management 10

Management Employee engagement B2B SaaS 10

SmartKarrot

APRIL 9, 2021

This helps create a SaaS stickiness that delivers value to customers. The ADKAR journey is something every SaaS company should go through to ensure that customers are in line with the customer success plan chalked out. This helps their change journey and establishes customer success.

Management 10

Management SaaS Education B2B 10

SmartKarrot

SEPTEMBER 25, 2020

This way, you would always have a better visibility on your customer’s health. And unwanted incidents, like customer churn, can be prevented way before they take place. In short, this is how you build and scale your customer success team: Impart customer-centric culture. Structure your customer success department.

Customer retention 13

Customer retention Customer centricity Metrics Best practices 13

SmartKarrot

APRIL 18, 2023

.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings. Customer Acquisition Cost (CAC): This metric measures the amount of money it takes to acquire a new customer.

Upselling 10

Upselling Best practices CRM SaaS 10

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. Customer-centric Growth by Lincoln Murphy. What is one customer success principle you try to live by? Blogs and Thought-leaders.

Marketing 40

Marketing Sales Consulting Consulting 40

SmartKarrot

JUNE 29, 2022

As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list. What is Enterprise Customer Experience? Invest in Customer-Centric Technologies.

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

SmartKarrot

MARCH 29, 2022

Customer success has evolved drastically in the last few years. SaaS businesses have seen that customers are capable of enhancing growth if they are retained with the company. Customer retention impacts company health directly. Preventing churn has always been one of the main components of customer success.

Upselling 10

Upselling SaaS Sales Customer centricity 10

SmartKarrot

OCTOBER 27, 2020

After knowing the customer goals, you must also align them with what you can realistically deliver. One of the best practices for goal-settings is setting up the SMART goals. Once you have set up these goals, it is worth cross-checking them with the customer’s goals you have identified before. Final Thoughts.

Journey mapping 10

Journey mapping Chief Customer Officer Metrics Customer centricity 10

SmartKarrot

FEBRUARY 15, 2022

Considering this scenario, it would be essential for companies to follow some of the leading customer service experts and learn from their experiences. This will help you stay up to date with the trends and best practices of customer service. is an internationally recognized customer experience consultant.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

SmartKarrot

JUNE 30, 2022

Customer success is one aspect of corporate SaaS mergers and acquisitions that is sometimes overlooked. Although it may seem challenging, many businesses have gotten the message and now see customer success as a genuine business discipline that can also be profitable. Final Thoughts. Read on to know.

SaaS 10

SaaS Finance B2B Customer centricity 10

SmartKarrot

MARCH 30, 2021

Confirm that they align with the best practices. 8 Challenge – Maximize CX Centric Customer Care and Customer Success. Leverage the systems, process excellence, and customer-centric people. There could come a time when the customer care department supercharges your CX movement. #9

Customer Experience 10

Customer Experience Metrics Multichannel Customer Care 10

SmartKarrot

SEPTEMBER 18, 2020

Social media customer service best practices. As you can see, there are both positive and negative effects of a social media customer service strategy on your business. But if you follow the right practices and ingrain the right values in your staff, it can turn out to be a powerful tool to grow your business.

Customer Service 10

Customer Service Advertising Feedback Customer centricity 10

SmartKarrot

FEBRUARY 7, 2022

Onboarding new customers. Once the opportunity has been converted, it is the job of the customer success team to meet with the customer and onboard them with your product. You need to train the customers/stakeholders. This is especially critical for SaaS applications as they have to start using the product themselves.

Accountability 10

Accountability SaaS Analytics Engineering 10

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. Definition of customer success playbook.

Scripts 10

Scripts Accountability Benchmark B2B 10