CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Lincoln Murphy. Alex Farmer. Dave Jackson. Jeff Breunsbach.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CustomerSuccessBox

DECEMBER 20, 2018

SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). Though many of you have started looking out actively for SaaS customer success roles, like all job profiles, no matter how good you might be, it is NOT meant for everyone. Can you own a room?

SaaS 66

SaaS Analytics Management Sales 66

ClientSuccess

MARCH 13, 2020

Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . We’ve seen an amazing outpouring of support from the SaaS community. If you know SaaStr, or just SaaS in general, then you know Jason.

SaaS 52

SaaS Enterprise Healthcare Sales 52

ClientSuccess

MARCH 13, 2020

Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . We’ve seen an amazing outpouring of support from the SaaS community. If you know SaaStr, or just SaaS in general, then you know Jason.

SaaS 52

SaaS Enterprise Healthcare Sales 52

ChurnZero

MAY 19, 2020

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. He is responsible for creating outstanding and memorable user experiences through onboarding, ennoblement and continuous support. .

Morale 98

Morale Consulting Consulting Big data 98

aircall

MARCH 9, 2022

But when individual career development falls to the wayside, it creates a drag on the business and motivation falls. . Typically in startups and SaaS companies, there are a lot of gray areas, so being transparent and honest about where things are and where they might be tomorrow is a good way to set clear expectations.” .

Sales 62

Sales SaaS CRM Analytics 62

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. I started my career at SAP as product support, and then went on to be a consultant. My career always been in the post sales world, so it is a natural evolution of career development.

Coaching 106

Coaching SaaS Metrics Accountability 106

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. You, and you alone, are in charge of your professional development and career. Customer Success Blogs. Understand the Skill Set and Personality Needed for Your Next Career Move.

SaaS 52

SaaS Personalization Accountability Education 52

Nicereply

MAY 23, 2022

Support leaders are likely to encounter a need to scale their teams at some point in their career. Brendan Ledger , Director of Support at 7shift s, has a three-step framework that sets your team up for success and helps you scale effectively and quickly. How do you view the evolution of scale when it comes to support?

SaaS 98

SaaS Education Feedback Metrics 98

CustomerSuccessBox

MARCH 31, 2022

With the tremendous growth in the SaaS industry, the job role of a Customer Success Manager (CSM) has become one of the most promising careers! In this highly competitive SaaS market, it is the customer success manager who elevates the company’s growth. Support tickets, emails, customers calling to complain, etc.).

Management 52

Management SaaS Accountability Upselling 52

Nicereply

AUGUST 11, 2020

If you’re a person that loves helping, finding a career in customer support can feel like a dream come true. Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations. Technical knowledge of whatever frameworks your product uses if you work in SaaS.

Customer Experience 105

Customer Experience Engineering Sales Best practices 105

UJET

APRIL 21, 2020

Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. And lastly, the mobile-first experience is what people want and where customer support is going. We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer.

Contact Center 72

Contact Center SaaS Engineering CRM 72

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In my mind, the focus of the future will be to automate all the support and product training aspects.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. I have handled several disgruntled employees in my career as a user experience manager…”.

Management 273

Management Customer Experience Customer Service Coaching 273

Nicereply

MARCH 7, 2019

.” With International Women’s Day right around the corner, on March 8th, we figured it was an excellent time to give credit to some of the amazing women in the customer support, success, and experience world. She’s consistently done an excellent job in influencing the industry with how we think of what software is and how to support it.

Engineering 94

Engineering Customer Support SaaS Personalization 94

ChurnZero

FEBRUARY 8, 2022

You can also step in as their support system throughout the change management process to mentor them through these new product adoptions and reinforce their confidence. Sometimes, change can pose a real threat to someone’s livelihood and career. Resistance to Additional Work. Possible Threats to Business.

Management 98

Management SaaS Feedback Personalization 98

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 45

SaaS B2B Upselling Engineering 45

TechSee

JANUARY 25, 2023

He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries. Ron’s career in Operations has spanned roles in supply chain, information technology, and field operations. Today, Robb leads field services for Sleep Number ( www.sleepnumber.com ).

Automotive 41

Automotive Management Enterprise B2B 41

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I have been in customer-facing operations for over 20 years now and I have a very diverse career track. I also watch core support metrics such as time to resolution and number of tickets.

B2C 0

B2C SaaS Accountability B2B 0

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 40

SaaS B2B Upselling Engineering 40

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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : SmashFly Technologies.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

CustomerSuccessBox

MAY 23, 2022

Read further to know how can you progress through the customer success career path. This blog will drive you through all the essential information that you need to contemplate before you choose to step into the Customer Success world. Factors to consider while stepping into the Customer Success career path. appeared first on.

Accountability 52

Accountability Marketing Construction Management 52

CustomerSuccessBox

JANUARY 24, 2019

Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. Customer experience depends on how good the customer support and the customer success departments are. . That is NOT true.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

ClientSuccess

JULY 29, 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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Beyond Insurance.

Best practices 59

Best practices Metrics SaaS Customer Service 59

ClientSuccess

SEPTEMBER 5, 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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Apttus Inc.

Best practices 40

Best practices SaaS Accountability Metrics 40

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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Lucid Software.

Marketing 40

Marketing Sales Consulting Consulting 40

Integrity Solutions

JUNE 23, 2020

And everyone knows that in a fast-moving industry like, for example, SaaS , you have to dive in and figure it out. If people don’t feel valued and supported, they will move on. In their new roles as sales managers, these individuals’ success would now depend on how well they could rally their teams. Sink or swim.

Coaching 85

Coaching Sales Management Employee engagement 85

Education Services Group

MAY 6, 2021

Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong. Early in my career, I worked at Apple. Any other operations or customer support players that contributed significantly to the account. The assigned Customer Success Manager. • Final words.

Accountability 92

Accountability Construction SaaS Sales 92

SmartKarrot

JUNE 24, 2021

We have compiled a list of all the customer success community resources to support folks in the industry looking out for help. This can be CS blog communities, CS meetups groups, CS Slack teams, Forums and others. Gain Grow Retain is an open, free community for customer success leaders of B2B SaaS organizations. Support Driven.

SaaS 17

SaaS Best practices B2B Customer retention 17

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I have been in customer-facing operations for over 20 years now and I have a very diverse career track. I also watch core support metrics such as time to resolution and number of tickets.

B2C 60

B2C SaaS Accountability B2B 60

ClientSuccess

JUNE 28, 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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Traede. Question 1.

Best practices 40

Best practices SaaS Metrics Management 40

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. Click here to read the original post. It’s called Minimum Viable Product (MVP).

Contact Center 60

Contact Center Morale Journey mapping SaaS 60

ClientSuccess

JULY 16, 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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : AspireIQ. Question 1.

Sales 41

Sales Upselling SaaS Best practices 41

ClientSuccess

MARCH 28, 2018

For those just joining our blog series CSM from the Trenches, welcome. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why?

Management 41

Management Best practices Customer centricity SaaS 41

ClientSuccess

MARCH 13, 2018

For those just joining our blog series CSM from the Trenches, welcome. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our Customer Success careers. It’s important for me to be caught up support-wise in order to move on with my other planned activities.

Management 40

Management Best practices SaaS Metrics 40

Totango

NOVEMBER 5, 2021

How many employees support digital engagement at Aruba? Doing it this way also provides the career path progression for our CSM team. What may work for SaaS, may not work for another industry. A lot of times, early on when you’re building out your tech touch process, you may not have the data to support the information you need.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

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. His career has been mostly about growing and driving adoption and measuring ROI of his customers. The First CSM at Marketo.

SaaS 40

SaaS B2B Engineering Best practices 40