Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 109

B2B Customer Experience B2C SaaS 109

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Using recommended processes and policies, CSM Practice’s customers significantly reduce the problem of churn, improve expansion selling, and accelerate new sales deals.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. Popular CSM Compensation Plans.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

ChurnZero

DECEMBER 9, 2020

Tri Tuns, is a Customer Success and software adoption consulting firm and they have a lot of practical advice to give to help accelerate product adoption and change management practices. Recommended read: Increase Customer Success with Equivalent Metrics. Recommended read: Proactive Customer Expansion Strategies.

Consulting 98

Consulting Consulting Best practices Upselling 98

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems. A CS tech stack that is not customer-centric loses usability gradually.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

SaaS 98

SaaS Customer centricity Accountability Education 98

Totango

NOVEMBER 22, 2017

We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Customer centricity 84

Customer centricity SaaS Best practices Enterprise 84

ClientSuccess

FEBRUARY 3, 2020

As SVP of Product, JD comes to ClientSuccess with a proven track record of building award-winning SaaS solutions at Adobe, Omniture, InMoment, and Move Networks. JD is passionate about working with customers to bring innovative solutions to market, while delivering delightful user experiences that give customers a high return on their effort.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

ClientSuccess

FEBRUARY 3, 2020

As SVP of Product, JD comes to ClientSuccess with a proven track record of building award-winning SaaS solutions at Adobe, Omniture, InMoment, and Move Networks. JD is passionate about working with customers to bring innovative solutions to market, while delivering delightful user experiences that give customers a high return on their effort.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Amity

APRIL 25, 2016

VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. The Enlightened Customer. CEO - C hief Customer Office Council. CA Technologies Blog. The Gainsight Blog.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

SmartKarrot

JANUARY 12, 2021

With the growth of technology, the healthcare sector has adopted highly sophisticated technologies like Big data, electronic health/medical record (EHR/EMR) in their software products. Customer success is as applicable in the service industry as it is in products. Customer success best practices in healthcare.

Healthcare 10

Healthcare Best practices SaaS Customer centricity 10

CustomerSuccessBox

DECEMBER 6, 2021

He is a complete customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement. Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 92

Management Upselling Coaching Best practices 92

ChurnZero

JUNE 14, 2023

As the CEO and co-founder of a customer success software platform, I believe the SaaS and subscription businesses that have activated the transformative power of customer success, and the compounding effect of net revenue retention (NRR), could now be the best placed to weather 2023’s downturn and emerge stronger on the other side.

Finance 52

Finance Surveys Sales Customer centricity 52

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

SmartKarrot

APRIL 5, 2022

SaaS companies undergo a dynamic learning process. Though every SaaS founder is in the game to solve certain problems, they might make some mistakes along the way. Some make the best products, and others may face unprecedented losses with uncertain issues. This disruptive technology is great when you break in and get the code.

SaaS 11

SaaS Feedback Metrics Upselling 11

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Totango

NOVEMBER 22, 2017

We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Customer centricity 48

Customer centricity SaaS Best practices Enterprise 48

ProProfs Blog

DECEMBER 6, 2019

This is probably why so many businesses are opting to use the term customer support as opposed to using customer service. So, why does the term customer support has such an inclination from everyone? Maybe because it finds its origins in IT technologies. And this relation to technology evokes the impression of progress.

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

ClientSuccess

OCTOBER 8, 2018

Greg will introduce you to a simple customer success question that will help you and your organization become truly customer centric. Learn the one question backed by research and data that will help your customers stay and grow. About this Customer Success Leadership Webinar. You will love this webinar.

Customer centricity 40

Customer centricity SaaS Best practices Consulting 40

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer success job titles for the same functions also may vary from one company’s customer success department structure to another. . Build Customer Loyalty.

Best practices 95

Best practices Chief Customer Officer Customer centricity Sales 95

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. 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. .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

ChurnZero

DECEMBER 11, 2020

The best investment your company can make is in its customers – and that means investing in Customer Success. . But a s a growing function, C COs are still fight ing for basic technology budget (unlike their more established counterparts ). ROI Calculators for Customer Success Software .

CRM 59

CRM SaaS Technology Big data 59

Amity

JUNE 27, 2018

James reminds us that “you won’t find a CEO who did Customer Success for 20 years and to whom you can turn to for institutional knowledge.” ” In that sense, you and your Customer Success team are a part of the creation process. Teaching Your Company About Customer Success.

Customer centricity 82

Customer centricity SaaS Education Best practices 82

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.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

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. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Related Links.

Upselling 52

Upselling Customer centricity Sales Accountability 52

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Below is a partial list of field service influencers who challenge the industry to up its game by innovating through technology or process improvements to improve service delivery.

Automotive 41

Automotive Management Enterprise B2B 41

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45