ChurnZero

OCTOBER 20, 2020

If you are an early stage start-up or a late stage company, it’s critical to understand this and map the right people to the role for each of these capabilities to ensure that your organization and customers are teed up for long term success. I am the Vice President of Customer Success at Avanoo. The Forming Phase. The Norming Phase.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. While attending this year’s Gainsight Pulse Conference, the significance of human-touch was made clear across the board. vCSMs deliver more customers who…. Renewal loss.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

aircall

FEBRUARY 1, 2021

Making a connection with customers. Customer experience. Upsell, cross-sell, referrals. Focus on the importance of the customer experience. Robust voice calling features allow call center representatives to: Practice transferring sales calls, Place conference calls. Prospecting. Storytelling.

Best practices 62

Best practices Sales Call Center Coaching 62

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . 2020 will be all about putting customers’ experience and success at the forefront of all departments across the company. . .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

AUGUST 27, 2020

The whole organization’s objective is to serve its customers and win their loyalty , especially in a SaaS-based company. This is why customer success is an organization-wide strategy rather than a siloed function. Benefits of aligning customer success and marketing. Expanding existing customer accounts.

Marketing 10

Marketing SaaS Accountability Customer centricity 10

Amity

FEBRUARY 2, 2016

Exploring the Top 5 Benefits of Customer Success. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. Why the Customer Success Manager is the Product Manager’s New BFF.

SaaS 80

SaaS Education Customer retention Sales 80

Nicereply

JUNE 18, 2020

Any investment in customer retention programs pays off in the form of higher revenue and reduced customer acquisition costs. Great companies think long term when it comes to keeping customers around. SaaS and eCommerce have been around long enough that some companies now have customers for over a decade.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Mindtouch

APRIL 30, 2018

The MindTouch team has scouted far and wide for the most inspirational quotes in the Customer Success space. With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. Ken Lownie, COO at Everteam. Tom Krackeler, SVP, Products at Zuora.

SaaS 48

SaaS Upselling B2B Self service 48

SmartKarrot

APRIL 5, 2021

It measures revenue from add-ons, upsells, cross-sells and more. It is cost-effective, recommended and a sustainable way to grow SaaS companies. It is a useful SaaS product growth metric as it helps understand why customers are leaving the product. Customer Lifetime Value. Product-Qualified Leads. Network Effects.

Metrics 10

Metrics SaaS Upselling Education 10

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Amity

MAY 9, 2016

How did you get started in Customer Strategy and what was your path into your current role? When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). We are all really focused on creating a great Customer Experience and creating value for our customers.

Coaching 56

Coaching Upselling Accountability Sales 56

SmartKarrot

DECEMBER 3, 2020

Another new aspect of 2021’s New Year’s resolution is to monitor customer behavior. Check-ins and surveys are great ways to monitor customer health and satisfaction. Keeping in mind customer experience metrics , it is necessary to keep customer behavior in track. Create an omnichannel customer experience.

Management 10

Management Customer centricity Journey mapping SaaS 10