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

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals , customer journey maps, health scores , segmentation , QBRs and much more. Start with: What is Customer Experience?

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

NOVEMBER 9, 2022

Calabrio continues to embrace a customer-first culture to lead customer understanding and experience design in the SaaS space. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Marketing 52

Marketing Customer centricity SaaS Contact Center 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 books, ‘Customer Understanding’ and ‘Built to Win,’ offer practical insights and strategies for building a customer-centric culture that drives value for businesses.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

JANUARY 4, 2024

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. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Coaching and training.

Management 93

Management Upselling Coaching Best practices 93

SmartKarrot

OCTOBER 21, 2021

This is where the role of a customer experience coach comes into the picture. . Now the question is, why do organizations turn to customer experience coaches? This write-up will answer this question by providing five impeccable benefits of hiring a customer experience coach. . So, let’s get started.

Coaching 11

Coaching Customer Experience Customer centricity Feedback 11

Nicereply

MARCH 23, 2021

Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title). In creating a customer-centric business, journey mapping can be a great tool, but even the language we use to name the stages of the #CX journey should reflect the customer's point of view!

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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

Help Scout

SEPTEMBER 18, 2018

We’ve seen tremendous success with it at Help Scout since formalizing the initiative earlier this year, and we’re excited to share those results with you now — and hopefully spark a broader conversation about how Support-Driven Growth can benefit a range of customer-centric businesses. In my pre-SaaS life, I was an improviser.

Coaching 40

Coaching Customer centricity Upselling Sales 40

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.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Kristi Faltorusso.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

ChurnZero

MARCH 20, 2020

The recent evolution of Customer Success, compounded by its intersection (and overlap) with more established functions, such as Account Management and Customer Support, creates an ambiguous amalgam of desired skills and competencies—turning idealized moderation into a murky mix. . The new growth engine. Be Data-Minded.

Customer centricity 52

Customer centricity Finance SaaS Scripts 52

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Allison Pickens.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Again, you can use that individually with the customer in a coaching session.

Metrics 98

Metrics SaaS Surveys Self service 98

ProProfs Blog

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

SmartKarrot

NOVEMBER 2, 2020

The CSM Practice is a customer success consulting firm that renders service in the domain. These services aim to augment customer satisfaction and net retention. They do so by offering research and advisory services for SaaS industries and help to pull in high-scaled results. Success Track Enterprise. CX by Design .

Consulting 10

Consulting Consulting Coaching SaaS 10

aircall

FEBRUARY 1, 2021

From the very beginning, emphasize the importance of being customer-centric during your sales coaching program. Do some group training, but also customize it for individuals as much as possible. Offer post-training coaching or mentoring . Focus on the importance of the customer experience.

Best practices 62

Best practices Sales Call Center Coaching 62

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. So, what exactly has resulted in this change in the SaaS industry? Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Again, you can use that individually with the customer in a coaching session.

Metrics 52

Metrics SaaS Surveys Self service 52

Amity

MARCH 10, 2017

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. Getting started ban be dreadful.

Engineering 90

Engineering Upselling Metrics Customer centricity 90

SmartKarrot

JUNE 10, 2020

Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. 3 Success Coaching. 4 Customer Success Executives Coaching. 2 The Success League.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

Kapta Customer Success

JANUARY 31, 2018

This was a fascinating conversation with a real Customer Success pro. Kia leads businesses through the transition to customer-centric organizations. Her proprietary ICE™ methodology provides clients with a disciplined and sustainable approach to increasing customer value and long-term loyalty. Her company, K!

Accountability 45

Accountability SaaS Consulting Consulting 45

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

SEPTEMBER 11, 2020

Product is from Mars, Customer Success is from Venus. It’s a tale as old as SaaS, Customer Success and Product teams struggling with ineffective communication, misconceived grievances, and otherwise avoidable conflict. Teach Product how to empathize with the customer and perceive the pain that’s felt by customer-facing teams.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 52

SmartKarrot

JANUARY 28, 2022

Applying this concept to the customer success field provides a fresh perspective to the CSMs. With the help of this novel concept, organizations can reap benefits across divergent functions of their SaaS setup, including sales, marketing, engineering, and customer success. Encourage your customers to become your brand advocates.

Management 10

Management Brand ambassadors SaaS Engineering 10

SmartKarrot

JUNE 11, 2021

CS Mastermind is another professional development programs that enhances skills via online training, group coaching calls, instructor-led sessions and more. Customer Success Academy’s CS Course. This course is specially for customer success managers or personnel looking for a break in customer success in the SaaS industry.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

JUNE 30, 2020

CEM has become essential for the success of any SaaS company today. is a CEM platform that provides several customer-centric solutions, such as a contact center, asynchronous messaging, an AI-powered contact center, surveys, agent coaching, and various optimization options. Top 10 CEM Platforms .

Advertising 10

Advertising Analytics Feedback Surveys 10

SmartKarrot

MAY 4, 2023

Yet the operational efficiency of such an ecosystem relies on efficient communication, and that’s where an efficient call coach comes into play! What’s a call coaching? Just as it sounds, Call Coaching is a process of building your cross-functional teams to communicate effectively and efficiently.

Coaching 10

Coaching SaaS Feedback Sales 10

SmartKarrot

MARCH 14, 2022

Evaluate and potentially implement improvements to the escalation processes for customer support issues. Coach and develop team members with a hands-on approach. Foster and drive a culture of customer-centricity across the company. Develop a deep understanding of the SaaS industry and the needs of our customers.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

Lumoa

JUNE 19, 2018

Understanding and addressing the customer feedback, both negative and positive, is the cornerstone principle for Leadfeeder , a lead generation SaaS platform. Our Customer Success Team is automatically notified if we get a low NPS score from a client, so they can reach out to investigate it further. Dave Dyson , Sr.

Feedback 64

Feedback Customer centricity SaaS Coaching 64

CrazyCall

AUGUST 16, 2019

Hire your new sales coaches for free by tuning into The Advanced Selling Podcast. Recommended episode: Testing SaaS Payment Terms with Jack Altman. Oftentimes sales coaches talk about various techniques, methods, and tools but they forget about the most important component of a sales process – customer’s mind.

Sales 115

Sales B2B Coaching Personalization 115

Netomi

FEBRUARY 28, 2022

Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.” Laura Lakhwara – Senior Manager, Customer Success, UiPath. Customer experience is more important now than ever,” she said.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

OCTOBER 12, 2021

As a core leadership group working for a SaaS-based product company, running an effective customer experience team meeting is imperative. Customer experience is one of the vital components for the success of any organization. And, it is especially important for a SaaS-based company.

Customer Experience 10

Customer Experience SaaS Government Accountability 10