Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Bill Bounds – Customer Support and Leadership Consultant.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. Companies are asking candidates to do more and come in with more experience, at all levels.

Coaching 52

Coaching Benchmark Consulting Consulting 52

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her reputation for mentoring, promoting collaboration, and resolving complex business issues has made her a sought-after consultant and speaker in the CX industry.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting Mikael Blaisdell and Associates, Inc. Infinipoint.

Consulting 10

Consulting Consulting Coaching SaaS 10

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell is a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years. Dan Martell . Personal website.

Sales 129

Sales SaaS CRM B2B 129

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

ChurnZero

MAY 3, 2022

2: CSM Practice A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. We’ll help you find your path to success.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

ChurnZero

DECEMBER 1, 2020

Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity. Speakers: Rob Belcher, Managing Director, SaaS Capital. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League. How Do You Rank? The compounding effects that churn has on your bottom-line.

SaaS 59

SaaS Customer retention Coaching Consulting 59

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. Initiative.

Management 90

Management Upselling Coaching Best practices 90

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly.

Coaching 106

Coaching SaaS Metrics Accountability 106

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

JustCall

NOVEMBER 25, 2022

The most beneficial aspect of this product is that it requires no commitment and is mainly used for agent call monitoring, evaluation, and coaching. Enthu.AI’s salient characteristics include: Use cases: 100% call monitoring, agent evaluation, and customized coaching are the main use cases. of 5 (link to customer reviews).

Real estate 52

Real estate CRM Coaching Contact Center 52

Amity

JULY 28, 2015

In the SaaS subscription world of outcome-driven, recurring revenue, that means let the coaching begin! Lincoln Murphy , a respected SaaS industry strategy consultant, put it bluntly: “ Either you engage them here or you lose them forever.”.

SaaS 60

SaaS Coaching Consulting Consulting 60

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies. Sue is an all-around Customer Success Leader, Evangelist, Coach, Advisor, and Speaker.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

NOVEMBER 9, 2022

Role: Customer Success Manager – SaaS Location: Greater Sydney Area, Australia (Hybrid) Organization: Carter Murray As a Customer Success Manager, you will help clients get the most out of the platform and products. Identifying potential up-sell opportunities for new recurring revenue and Professional services. Apply here: [link].

Real estate 19

Real estate Consulting Consulting Technical Support 19

SmartKarrot

MARCH 8, 2022

An exceptional thought leader and a brilliant coach to thousands of executives, Allison Pickens, is a leading expert on recurring revenue growth. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Allison Pickens. Anika Zubair. Annette Franz. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

NOVEMBER 8, 2022

Proactively guide the performance of each team member against pre-defined KPIs and mitigate risks through skills coaching as required. Director, Customer Success – SaaS Location: Remote, United States Organization: Movista As a Sr. Recruit, hire, mentor and coach Customer Success team members. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. This could be someone in marketing, on the executive team, or an outside consultant (shameless plug). Churn destroys SaaS business valuation. What to do about it.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

SmartKarrot

DECEMBER 13, 2022

Provide consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance. Apply here: [link]. Plan and direct all aspects of the team’s customer engagements.

Engineering 19

Engineering SaaS Coaching Government 19

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. In many ways, Customer Success has become synonymous to SaaS. The Main Differences Between SaaS and On-Premise Customer Success Programs.

SaaS 40

SaaS Accountability Metrics Enterprise 40

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Lincoln Murphy. Allison Pickens. Dave Jackson. Jeanne Bliss.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

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. Recruit, hire, mentor and coach Customer Success team members.

Upselling 19

Upselling Coaching Best practices Consulting 19

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

ChurnZero

FEBRUARY 25, 2020

Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . Grow SaaS Customer Retention With a Giving Mindset – Read about how you can build customer retention with equal parts value and gratitude. Join this webinar to learn: The different types of customer reviews and when to use them.

Customer retention 59

Customer retention Scripts Sales SaaS 59

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. “I’ve been able to take online classes and work with mentors and an executive coach. Marchela Bozhilova. Clearlink has completely supported my growth.”

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

Marchela Bozhilova joined Symphony in 2015 as an associate consultant working on transformation projects — inspiring a change in the way organizations work through automation. “I’ve been able to take online classes and work with mentors and an executive coach. Marchela Bozhilova. Clearlink has completely supported my growth.”

Accountability 98

Accountability Coaching Education Telecommunications 98

NobelBiz

AUGUST 3, 2021

In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. On the other hand, if supervisors or quality managers are spending hours identifying calls to coach, a decent speech analytics solution will save you time and enhance performance.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

ChurnZero

JUNE 17, 2022

Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Again, you can use that individually with the customer in a coaching session. Leadership can also use that to think about how do we provide more coaching upfront so that people don’t hit this silo, and they’re successful off the bat.

Metrics 98

Metrics SaaS Surveys Self service 98

Amity

JANUARY 13, 2016

In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact. A Guide of SaaS Companies. In this article, Benjamin Brandall provides a guide to the importance of Customer Success for SaaS companies. • What Does "Customer Success" Mean for SaaS Startups.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Help Scout

SEPTEMBER 18, 2018

In my pre-SaaS life, I was an improviser. Since formalizing our Support-Driven Growth initiative in May, we’ve engaged with a subset of prospects — in one-on-one coaching calls, webinars, email, and chat — and among those “support engaged” trial customers, 42% became paying customers. Yes, and …”. In other words: It works. Really well.

Coaching 40

Coaching Customer centricity Upselling Sales 40

SharpenCX

JANUARY 23, 2020

Contact center managers struggle to coach for better performance. Research shows coaching is vital to employee performance management to drive better business results, employee engagement, and higher customer satisfaction. And coaching backed by the data that lives in your contact center is even more powerful. Get the guide.

Coaching 98

Coaching Contact Center Benchmark Management 98

SmartKarrot

APRIL 3, 2023

Increase product adoption by collaborating directly with frontline support staff, offering proactive product training about AI and Conversation Design best practises, and serving as a strategic consultant as they install and enhance their solution. Sales staff should be coached and given competitive intelligence training.

Technical Support 19

Technical Support Accountability SaaS Coaching 19