SmartKarrot

JANUARY 25, 2022

The critical nature of software for business growth is a key reason for the exceptional growth of Software as a Service (SaaS) companies in recent times. Encouraged by the success and importance of SaaS, Australia has actively adopted the cloud ecosystem and founded brilliant SaaS-driven companies and platforms. Employment Hero.

SaaS 10

SaaS Transportation Feedback Construction 10

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy. Anika Zubair.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ChurnZero

FEBRUARY 1, 2019

Chris’ experience also includes leadership roles at Mercury Interactive, Gemstar-TV Guide, and Allibra Incorporated, where he played a transformation role building Cloud strategy and preparing the company for the leap to SaaS. Francesca Cruz, Vice President, Customer Success, IZEA. Rachel McBrearty, Chief Customer Officer, LeanData.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. 3 New Customer Onboarding Best Practices: [link]. Why Customer Engagement matters: [link].

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Ed Powers , Customer Success Consultant. Customer Success will grow businesses.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Related Links.

Upselling 52

Upselling Customer centricity Sales Accountability 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. Persuasion Skills. Time Management.

Management 91

Management Upselling Coaching Best practices 91

SmartKarrot

DECEMBER 2, 2021

Apply here: [link] Role: Enterprise Customer Success Manager – UK Location: Remote, United Kingdom Organization: Narvar As an Enterprise Customer Success Manager, you will manage post-sale activity through relationship building, product knowledge, and execution.

Upselling 19

Upselling Enterprise Customer centricity SaaS 19

SmartKarrot

DECEMBER 14, 2021

Collaborate with Sales, Customer Account Management and others to refine and deliver an exceptional customer experience. Hire, develop and mentor team members, building a customer-centric culture that owns and solves complex technical challenges for Logi’s most innovative and active customers.

Customer centricity 19

Customer centricity Morale Consulting Consulting 19

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Dione has more than 25 years of experience in enterprise IT, ranging from start-ups to high growth public companies. Prior to Gainsight, Kellie led account management and partner management teams at ADP, yet always had a passion for Customer Success. “As

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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

CSM Practice

JULY 20, 2020

As part of the customer success team, consider whether the content of your message is meaningful to your customers. If you are starting email campaigns, as the sender, you should be more customer-centric by thinking if your message is bombarding on the part of your customers.

Chief Customer Officer 52

Chief Customer Officer Analytics Customer centricity Consulting 52

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. She has also geared up many product-based SaaS companies as an Investor in recent times.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. So, what makes this different from normal routing systems?

Automotive 59

Automotive CRM Upselling Customer centricity 59

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. 3 New Customer Onboarding Best Practices: [link]. Why Customer Engagement matters: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. 3 New Customer Onboarding Best Practices: [link]. Why Customer Engagement matters: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Education Services Group

JULY 10, 2019

In order for a business to have longevity, it must ensure that all parties involved are driving towards enriching the customer experience. So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update. Map a Successful Customer Lifecycle. The relationship between OEMs and partners is nuanced.

Journey mapping 40

Journey mapping Customer centricity SaaS Sales 40

CSM Practice

FEBRUARY 20, 2020

As a result of the insights and resultant playbooks, the customer success team continually drives business outcomes for their clients at scale and in a proactive manner. This stage is the height of customer success maturity where the entire organization becomes customer-centric. Improve Communication.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

CrazyCall

AUGUST 16, 2019

Recommended episode: Testing SaaS Payment Terms with Jack Altman. Here, you’ll get to know how to crack the code of customer’s behavior and what to do to turn complete strangers into long-lasting customers. Recommended episode: Being Customer Centric. Topics covered: B2B Sales, Enterprise Sales, SaaS Sales.

Sales 115

Sales B2B Coaching Personalization 115

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

SmartKarrot

AUGUST 5, 2022

In contrast to a startup that might only have a customer success onboarding playbook, a major company with numerous customer tiers is more likely to have a comprehensive set of onboarding playbooks for each customer tier. Does your team require a more consistent onboarding procedure for customers in the enterprise tier?

Scripts 10

Scripts Accountability Benchmark B2B 10

Comm100

FEBRUARY 7, 2018

More than anyone, enterprises can come out affected by whether or not a software provider has inflexible contract negotiation practices. According to Gartner , one of the downfalls of both Salesforce and Oracle is that customers have given the companies “comparatively low scores for contract negotiations and pricing flexibility.”

CRM 41

CRM Enterprise Multichannel SaaS 41