Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. 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.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. CSMs still need a consultative skillset for building trust, advocating for customers, and turning them into champions.

Education 52

Education Upselling Consulting Consulting 52

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

JustCall

MARCH 16, 2021

Yet again, we are super proud to announce that JustCall ranked Number 8 on the Deloitte Technology Fast 50 India, 2020 ! The Deloitte Technology Fast 50, India is a ranking of the 50 fastest growing technology companies in India. Winning the 2020 Technology Challenge. About JustCall (Slabs Technologies Private Limited).

Interactive Voice Response 69

Interactive Voice Response Biotechnology Analytics call center software 69

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. Today’s customers demand more. And each customer’s experience will differ.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

ChurnZero

JUNE 7, 2019

Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business. Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers. Q: What drew you to working in Customer Success?

SaaS 73

SaaS B2B Consulting Consulting 73

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

ProProfs Blog

DECEMBER 6, 2019

This is probably why so many businesses are opting to use the term customer support as opposed to using customer service. So, why does the term customer support has such an inclination from everyone? Maybe because it finds its origins in IT technologies. And this relation to technology evokes the impression of progress.

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

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

ClientSuccess

OCTOBER 8, 2018

Greg will introduce you to a simple customer success question that will help you and your organization become truly customer centric. Learn the one question backed by research and data that will help your customers stay and grow. Greg says, “Nearly all companies say that they are customer-centric.

Customer centricity 40

Customer centricity SaaS Best practices Consulting 40

ChurnZero

NOVEMBER 27, 2019

ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! . When determining the technology that can best support your team, step back and consider your end goal s. As she explained: . Being an effective agent of change is a must.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies.

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

ChurnZero

FEBRUARY 1, 2019

Harnessing decades of experience and impact at MicroStrategy, Guidance Software (now Opentext), and RichRelevance, Amanda delivers true partnership as she works with Lucidworks customers to optimize the impact of technology innovation and accelerates business results. Francesca Cruz, Vice President, Customer Success, IZEA.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

SmartKarrot

MARCH 21, 2023

Use your management consulting skills to provide customers with strategic direction on their e-commerce or ad spend management projects as well as assistance in identifying and resolving complicated business problems. Maintain customer engagement by defining the SaaS portfolio of Morning Consult’s customer journey experience.

Consulting 19

Consulting Consulting SaaS Benchmark 19

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

Amity

JUNE 27, 2018

If you’re in the Toronto area, you should check out our Customer Success meetup group which meets every month and has renowned guest speakers like James Scott! Teaching Your Company About Customer Success. Predictions for the Customer Success Industry. Predictions for the Customer Success Industry.

Customer centricity 82

Customer centricity SaaS Education Best practices 82

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. She has led several high-tech companies to build a customer-centric business culture.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

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

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

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

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ChurnZero

JULY 29, 2022

Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. The upsides of the customer success approach are unparalleled. Customer Success increases customer value.

SaaS 98

SaaS Customer centricity Upselling Accountability 98

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

ChurnZero

MAY 8, 2020

To explain why Customer Success should be deemed essential, we hosted a webinar with Executive Director Mikael Blasidell from the Customer Success Association and Customer Success Consultant Ed Powers from Service Excellence Partners. Ed Powers , Customer Success Consultant, Service Excellence Partners.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

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

LiveChat

APRIL 18, 2017

It’s related to IT technologies; that’s why. These technologies evoke the impression of progress. This is how the term customer support is defined in Techopedia : “service efforts from technology vendors and provides that focus on helping customers to use products and services correctly, efficiently, and effectively.

Customer Support 55

Customer Support Customer Service Technical Support Consulting 55

CSM Practice

SEPTEMBER 15, 2019

Another non-monetized value creation approach is to conduct an in-depth assessment of your customer’s expected business outcomes. Through this, you can identify other business problems that your service or SaaS can solve for them. Ensuring customer success will require turning the entire business around to be customer-centric.

Accountability 45

Accountability Consulting Consulting Upselling 45

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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

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

ChurnZero

FEBRUARY 26, 2021

Sana attributes those trainings to completely changing the narrative on both sides: “It empowered the Product team to be involved with the solution and to build products for customers more efficiently, and it helped CSMs become much more consultative with their customers. Blog: The SaaS Debate: Who Owns the Renewal and Upsell?

Management 59

Management Feedback Sales SaaS 59

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Kapta Customer Success

JANUARY 31, 2018

A CX Consulting. We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Why it’s important for Customer Success teams to be prescriptive with their clients.

Accountability 45

Accountability SaaS Consulting Consulting 45