Totango

JANUARY 22, 2024

Most expect to see CS emerging as a growth engine. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies. For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

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

SmartKarrot

NOVEMBER 9, 2022

You will serve as project manager and leader for cross-functional initiatives such as standing up a CS/Sales qualified lead engine process, building out a retention strategy for the individual Loan Officer and Real Estate customers, and developing a feedback forum for product development initiatives rooted in the voice of the customer.

Real estate 19

Real estate Consulting Consulting Technical Support 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

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

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. Serve as your clients’ advocate internally by liaising with senior company leaders including sales, marketing, product, engineering, and support.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

Netomi

FEBRUARY 28, 2022

We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64