aircall

JANUARY 30, 2017

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn.

Customer retention 76

Customer retention Education Self service Feedback 76

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. Personalization and targeting capabilities.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

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 92

Journey mapping SaaS Upselling Enterprise 92

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations. According to zippia.com , cloud-based (i.e.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

ChurnZero

DECEMBER 29, 2020

Learn how to spot the signs that it’s time to revamp your onboarding as well as the dos and don’ts of improving the most influential phase of your customer’s journey. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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

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

NobelBiz

MAY 16, 2023

To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations. According to zippia.com , cloud-based (i.e.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

SmartKarrot

FEBRUARY 16, 2022

Software as a service or SaaS has been growing as a leading software distribution model. The world of SaaS has simplified software creation and distribution making access easier than before. Leveraging the power of cloud technology, SaaS has re-engineered the way we look at modern technology and software. Aaron Levie.

SaaS 10

SaaS Finance B2B Marketing 10

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Analytics Customer retention 52

ChurnZero

FEBRUARY 25, 2020

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure. . Customer Success Around the Web.

Customer retention 59

Customer retention Scripts Sales SaaS 59

ChurnZero

FEBRUARY 4, 2022

But despite these shared goals, many customer success leaders struggle with feeling confident in their investor relationships, or even establishing relationships at all. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement.

Metrics 98

Metrics Consulting Consulting Best practices 98

JustCall

NOVEMBER 24, 2022

Trying to make a sales call to a person who has not shown any interest in the product? This enhances your possibility of getting the account and making the customer feel that this was the best meeting he has ever had. This doesn’t mean you confuse your business relationship with a personal friendship. Manage Your Time Well.

Accountability 52

Accountability Calibration Sales B2B 52

Kayako

NOVEMBER 10, 2016

Why worry about churn when you can just get new customers? New SaaS companies are obsessed with growth. Without after sales service or customer care, you’ll hit a point where the revenue you lose has greater impact the bigger you get. Churn is the term for customers asking to stop their subscription, or customer attrition.

SaaS 68

SaaS Customer retention Morale Accountability 68

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

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. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 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. Time Management.

Management 90

Management Upselling Coaching Best practices 90

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

SaaS 66

SaaS Metrics Accountability Technical Support 66

Amity

MARCH 16, 2016

Yet, when you’re inbox is full of customer issues, customer questions, product updates, and onboarding requests … it’s hard to be. In a recent survey of over 700 CSMs, Glide Consulting LLC found that the most commonly reported frustration of a CSM was time management. • The Best of Customer Success Today.

Management 73

Management SaaS Time management Customer retention 73

ChurnZero

FEBRUARY 21, 2020

These conversations are the byproduct of not really knowing the other party on a personal, yet professional, level. Like a good dentist, Customer Success Managers are in the business of building rapport. . Track a customer’s birthday (if it organically arises in conversation) to send a warm, personalized message.

Customer retention 52

Customer retention SaaS Coaching Personalization 52

JustCall

NOVEMBER 25, 2022

Personalized feedback is given to help each person enhance their strengths and address their weaknesses. improves contact centers by integrating AI into customer conversations, enhancing agent effectiveness, and automating recurring tasks that increase revenue and customer retention. ExecVision. G2 Reviews: 4.7

Real estate 52

Real estate CRM Coaching Contact Center 52

Education Services Group

AUGUST 4, 2021

You can face it head-on, do the work to uncover the reasons your customers churn, and become a better, healthier, more mature company as a result. That’s exactly what Anita Toth helps her clients do as Chief Churn Crusher of her consulting agency. One is Customer Success. Really important. It takes practice. MW: Absolutely!

SaaS 52

SaaS Metrics Surveys Consulting 52

SmartKarrot

MAY 27, 2020

Customer churn is one of the biggest woes of SaaS companies. Companies spend a hefty amount of money on acquiring a new customer. But when the SaaS customer cancel subscription before the customer acquisition cost is recovered, it becomes a point of concern. Schedule a consultation with your CSM.

SaaS 10

SaaS B2C Customer retention Consulting 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. Anika Zubair. Anita Toth. Annette Franz. Annette Franz is the Founder and CEO of CX Journey Inc. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Customer Growth & Expansion.

SaaS 48

SaaS Metrics Accountability Technical Support 48

CSM Practice

SEPTEMBER 25, 2020

06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 07:44 – Irit shares her insights about companies looking to increasing budget for outsourcing and consulting services. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ChurnZero

NOVEMBER 9, 2018

There’s customer service, customer success, customer experience, customer happiness, customer loyalty, customer retention… and a lot of customer confusion. It’s when a customer is 100% happy with your company, including its products and services. Upcoming Webinar.

Customer Service 45

Customer Service SaaS Customer retention Morale 45

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members.

Upselling 19

Upselling Coaching Best practices Consulting 19

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Jay Nathan , Founder & Managing Partner, Customer Imperative . James Scott , VP of Customer Success, ShootProof .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. Customer Growth & Expansion.

SaaS 54

SaaS Metrics Accountability Technical Support 54