Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

CustomerSuccessBox

SEPTEMBER 4, 2019

The context of these emails will depend on the stage of the customer lifecycle – onboarding, implementation, post go-live feedback etc. The Engineering / Solutions team to work on technical/integration challenges. The Marketing team for facilitating case studies, success stories, best practice docks, etc.

SaaS 78

SaaS Accountability Best practices Finance 78

CustomerSuccessBox

SEPTEMBER 15, 2021

In simple words, SaaS customer success expert Lincoln Murphy says, Customer success is simply ensuring that your customers achieve their Desired Outcome through their interactions with your company. The competition is growing in the SaaS industry and customers now have many choices. Enabling a feedback-driven development cycle.

outsourcing 52

outsourcing B2B SaaS Feedback 52

SmartKarrot

JUNE 4, 2021

Customer Enablement Best Practices Educate and empower your Customers Let your Customer Service do all the Talking Say Yes to Customer Feedback Look for Brand Advocates. Well, here we delve into the process of customer enablement with five of the best practices that promise you guaranteed success, no matter what.

SaaS 10

SaaS Best practices Education Finance 10

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. If all these points mentioned above are practiced, the contact center will have a great track record with their clients and agents alike. Agents can also send feedback directly to script authors to further improve processes.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase! It has to be a consistent effort so that the customer gets regular value.

Upselling 52

Upselling SaaS B2B Metrics 52

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS.

B2C 0

B2C SaaS Accountability B2B 0

CSM Practice

MAY 13, 2020

At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric.

Best practices 128

Best practices SaaS Customer centricity Finance 128

ChurnZero

DECEMBER 2, 2021

Amy shares a few practical applications of a force field analysis, such as improving processes like onboarding, removing barriers to adoption, managing product feedback, making a change or difficult decision, helping a team resolve issues and focus on broader goals, and helping a sales organization close deals faster.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ClientSuccess

NOVEMBER 16, 2017

We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. CSM from the Trenches Best Practice – How to Make an Effective Apology. Best Practice: Make an Effective Apology. At Intuo , we work with a very agile engineering team. Thank them.

Best practices 47

Best practices SaaS Engineering Feedback 47

Amity

MAY 24, 2016

Even if you're an expert in best practices, you'll never be able to know what works best for your team or customers without experimenting and optimizing. “Customer success in a SaaS or subscription business is all about teamwork, coordination and collaboration. Sometimes, you'll encounter conflict.

SaaS 84

SaaS Engineering Finance Metrics 84

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. Develop new materials – presentations, best practices, roll-out plans, QBRs.

Upselling 19

Upselling Coaching Best practices Consulting 19

ClientSuccess

APRIL 20, 2017

The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. In contrast, a CSM aligned to Engineering can help with escalations, mitigate risk, and help identify potential customer issues.

SaaS 40

SaaS B2B Engineering Best practices 40

Totango

NOVEMBER 5, 2021

We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input. TC: Initially, I was following a generic best practice and trying out email subject lines that pique people’s interest and curiosity. But that really didn’t work.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. The roles we serve include designers (many definitions for this as well), product managers, engineers, business analysts, marketers and even C-level executives. We take product feedback very seriously at InVision. 8-9am COFFEE.

Management 84

Management Finance Enterprise Accountability 84

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS.

B2C 60

B2C SaaS Accountability B2B 60

SmartKarrot

FEBRUARY 10, 2022

Apply here: [link] Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption.

Education 19

Education Best practices Upselling B2B 19

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

Totango

NOVEMBER 5, 2021

We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input. TC: Initially, I was following a generic best practice and trying out email subject lines that pique people’s interest and curiosity. But that really didn’t work.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

Kayako

MARCH 21, 2017

This is why I connected with some fellow support leaders, Andrea Saez , Head of Customer Success at ProdPad , Eva Casado de Amezua , Director of Customer Support at Typeform , and Shaun Van Weelden , Success Engineer at Engagio. “Acknowledgment of feedback. Feedback is often sent in but no one will bother to ask ‘why’.

Education 84

Education Best practices Feedback Personalization 84

ClientSuccess

JULY 23, 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. As a SaaS company our customers are in the product every day so it’s important we’re connecting them with the team directly in charge of the product.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ClientSuccess

MAY 31, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Company : Lucid Software.

Best practices 40

Best practices SaaS Engineering Enterprise 40

CSM Practice

MAY 16, 2020

At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric.

Best practices 52

Best practices SaaS Customer centricity Finance 52

Totango

NOVEMBER 5, 2021

We talked with the product team and the TAC engineers to hear where customers were having challenges, and then we built our customer journey map based on their input. TC: Initially, I was following a generic best practice and trying out email subject lines that pique people’s interest and curiosity. But that really didn’t work.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

SmartKarrot

AUGUST 27, 2021

Role: Vice President of Customer Success Location: Remote, Salinas, CA, US Organization: HeavyConnect As a Vice President of Customer Success, you will act as a role model of HeavyConnect’s values for the Customer Success teams and build on the SaaS customer-centric environment.

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

SmartKarrot

FEBRUARY 23, 2021

As a Vice President of Customer Success, you will embody SAI’s customer-driven culture, using customer feedback and potential outcomes to guide all decisions. Works collaboratively across teams to ensure customer success (Support, Dev Ops, Engineering). Communicate best practices for measuring and communicating success.

Best practices 10

Best practices Engineering Accountability Sales 10

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Examples include: Search engine queries and ads. Social media posts.

SaaS 106

SaaS Journey mapping B2B Feedback 106

JivoChat

MARCH 20, 2022

B2C, B2B, SaaS (software as a service), physical products, services? Pay attention to implementing SEO best practices, which are going to help you to rank your pages better on search engines like Google. Decide the Niche You want to Invest In. What market is your online store going to focus on?

Marketing 75

Marketing Sales B2C B2B 75

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. This is also where you can start to understand if there is risk to renewal, opportunities for growth, feedback on the product, etc. 4) VALUE REALIZATION.

Education 45

Education Upselling Marketing SaaS 45

SmartKarrot

MARCH 15, 2021

Influence future lifetime value through higher SaaS adoption, customer satisfaction and increase renewal rates to reduce churn. Establish CSM best practices and processes for future CSMs. Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales.

Upselling 10

Upselling SaaS Accountability Engineering 10

ChurnZero

NOVEMBER 22, 2019

How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How to Close a Feedback Loop for an NPS Survey – Learn how to close your customer feedback loop and get the most from your NPS survey responses using these best practices.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. This is also where you can start to understand if there is risk to renewal, opportunities for growth, feedback on the product, etc. 4) Value Realization.

Education 40

Education Upselling Marketing SaaS 40

SmartKarrot

MAY 13, 2021

Identify industry trends and best practices that can be used to drive opportunities for the company and department improvements. Facilitate coordination across departments to create the best LeagueApps solutions to drive growth for these customers. Lead and scale a team of high-performing Customer Success Managers.

Advertising 10

Advertising SaaS Coaching Metrics 10

SmartKarrot

JANUARY 19, 2022

Simply put, the CX team is responsible for keeping the CX engine running. Considering its importance, it is not practical for you to put random staff in the team. CX team of your company is among the first few people in the organization to get updated insights into customers’ needs and expectations through feedback and communication.

Customer Experience 10

Customer Experience Construction Engineering Best practices 10

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

SmartKarrot

FEBRUARY 7, 2022

This is especially critical for SaaS applications as they have to start using the product themselves. Customer success managers can leverage the robust rules engine present in SmartKarrot software to automatically trigger alerts to CSMs so that they can swiftly address churn risks or expansion opportunities. Onboarding new customers.

Accountability 10

Accountability SaaS Analytics Engineering 10