JustCall

MAY 23, 2023

The focus this year will largely be around the themes of digital transformation and innovation, the growing role of Generative AI and emerging tech, and top industry insights as well as best practices. The teams behind JustCall, Call Page, Helpwise, and SaaS Labs will be unveiling the new product at CCW Vegas.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Nicereply

AUGUST 11, 2020

Implementation Engineer. An implementation engineer is the point of contact for your new customers looking to make the most out of your product. Implementation engineering would be a robust role for you. Own and manage customer relationships from the point of sale through successful implementation. Sales enablement.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

SmartKarrot

FEBRUARY 12, 2021

SaaS (software as a service) companies have seen an exponential growth in the business sphere. There is some insightful content around SaaS that can be an inspiration to readers. The 20 Best SaaS Blogs You Must Follow. All That SaaS. The blog is run by Dan Decker, a SaaS industry expert. . contact-form-7].

SaaS 23

SaaS B2B Metrics Sales 23

Totango

APRIL 30, 2021

To calculate your average CAC, total up all the marketing and sales costs that go into your acquisition efforts for a given period. The procedure for calculating CAC can be expressed through the formula: CAC = Total marketing and sales costs for customer acquisition / Total number of customers acquired. Price comparison engines.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

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

DECEMBER 6, 2021

His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Alex Farmer. Dave Jackson. Rick Adams.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

SmartKarrot

FEBRUARY 17, 2022

The SaaS business landscape is changing and expanding. There are multiple forms of content in SaaS, and one that has catapulted to public attention is podcasts. Some amazing SaaS podcasts that create content around such businesses. Some amazing SaaS podcasts that create content around such businesses. SaaS Sessions.

SaaS 10

SaaS Best practices Coaching Marketing 10

ChurnZero

DECEMBER 2, 2021

Get Sales invested in NRR by conducting weekly deal reviews and stipulating sales commission based on Customer Success acceptance of customers. You have to force the CEO, the VP of Sales, and the VP of Customer Success to be at the deal review. The VP of Sales and CEO should talk about the top customer issues each week.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ChurnZero

MARCH 15, 2019

It’s inevitable with the nature of Sales, that not all deals that come over to Customer Success are going to be 100% great fit customers. You log into your Customer Success software platform and start reviewing the account notes and details that came over from Sales. Clearly churn has a big impact on a SaaS business.

SaaS 45

SaaS Best practices Morale Benchmark 45

CustomerSuccessBox

SEPTEMBER 4, 2019

The Engineering / Solutions team to work on technical/integration challenges. The Marketing team for facilitating case studies, success stories, best practice docks, etc. Kritika Kishor is a Customer Success enthusiast, who loves making people successful in what they are trying to achieve with SaaS based platforms.

SaaS 78

SaaS Accountability Best practices Finance 78

Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Don has held leadership roles across sales, business development, marketing and product management.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. But will it help in the long run? Customer Retention.

outsourcing 52

outsourcing B2B SaaS Feedback 52

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

DECEMBER 13, 2022

Developing customer success best practices and building a team of network analytics experts to maximize the firm’s impact on client organizations. Partners with other CS Segment Leads, SaaS Ops, Product, Engineering, Partner Enablement, Marketing and Sales to execute leader-developed strategy. Apply here: [link].

Engineering 19

Engineering SaaS Coaching Government 19

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

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. . Drivers for corporate growth are no longer limited to Sales and Marketing. Top Five Customer SuccessCon Berkeley 2019 Takeaways.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

CustomerSuccessBox

DECEMBER 4, 2019

Despite the fact that all you are doing is a web search on the internet, and that there are a multitude of search engine competitors like Bing, Yahoo, etc. Versatile: In any company there are many teams which are working together – Sales, Marketing, HR, Ops, Service and so on.

SaaS 59

SaaS Consulting Consulting Engineering 59

JustCall

MARCH 8, 2023

Diane Magers Founder and Chief Experience Officer at Experience Catalysts Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing. She is the Chief Customer Officer at Gainsight and is responsible for leading the post-sales organization. Follow Kellie on LinkedIn 9.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

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

CSM Practice

MAY 13, 2020

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. These numbers are an indication that sales are slowing down. These numbers are an indication that sales are slowing down.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Amity

NOVEMBER 28, 2018

Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. Since I was in the post-sale world my whole life, I realized that it’s hard for clients to get value out of the product. [ Photo Credits: Nathanael De Boer [link] boer.com/ ]. Scaling the team.

Coaching 106

Coaching SaaS Metrics Accountability 106

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. This shows in the way we work with Product and Sales.

B2C 0

B2C SaaS Accountability B2B 0

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. He believes many organizations are wrestling with questions like, “How can I justify this department separate from Sales?”

SaaS 40

SaaS B2B Engineering Best practices 40

Totango

DECEMBER 3, 2020

Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential. More specifically, these capabilities enable you to: Optimize the sales to CS handoff by ensuring that all documented client information is readily accessible prior to onboarding.

Upselling 64

Upselling Accountability Enterprise Metrics 64

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. Work with Account Director on potential target client list and sales strategies.

Upselling 19

Upselling Coaching Best practices Consulting 19

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

SEPTEMBER 12, 2022

Optimize and make sure the client is using bob according to the best practices and is getting value from bob. Become the customer advocate in Hibob, collaborating with the Product, Development, Marketing, and Sales teams. Guide the customer on product capabilities, usage and best practices. Apply here: [link].

Best practices 19

Best practices Metrics Upselling Accountability 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

JivoChat

MARCH 20, 2022

B2C, B2B, SaaS (software as a service), physical products, services? How are you going to know what are the best marketing strategies to be applied, if you don’t have information about your target audience’s behavior? Pay Attention to the After Sale. Start an Online Store in Different Sales Channels.

Marketing 75

Marketing Sales B2C B2B 75

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. 11-12pm Weekly sales enablement meeting: Knowing our product inside and out is imperative to doing our job well. Pretty cool.

Management 84

Management Finance Enterprise Accountability 84

TechSee

JANUARY 25, 2023

link] Robb Origer, Vice President, Field Services Robb Origer has 25+ years of broad experience in operations, service, and sales. Before joining Sleep Number, Robb gained valuable cross-functional expertise, ultimately leading the sales operations and field operations departments at DISH Network.

Automotive 41

Automotive Management Enterprise B2B 41

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. This shows in the way we work with Product and Sales.

B2C 60

B2C SaaS Accountability B2B 60

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. Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . What may work for SaaS, may not work for another industry.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

ClientSuccess

OCTOBER 10, 2018

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. Sales, marketing, product, business intelligence, accounting, and the other groups you work with all have vastly different goals. They’re now worth $5.6

Management 70

Management Chief Customer Officer Best practices Consulting 70

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. Develop executive-level relationships with key customers.

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

Amity

JUNE 12, 2014

For example: Instilling and managing best practices with your software. Consider pricing this service as an annual Customer Success Management offering and depending on your sales model consider multiple offerings that fit your small customers up to the enterprise level. Synergy with current offerings. Investment/Costs.

Engineering 67

Engineering Best practices Consulting Consulting 67