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. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

HGS

JUNE 28, 2018

Years ago, BPO was more tactical than strategic—lifting and shifting units or processes to a far-flung locale. This same practice is seen today, but forward-thinking organizations are assessing their own technology and services maturity to better align with the capabilities of more innovative, value-based BPO relationships.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

RapportBoost

NOVEMBER 5, 2018

. – Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA. It’s an honor to be on hand to celebrate her well-deserved accolade!”. About ICMI .

Sales 40

Sales Contact Center Average Handle Time Employee engagement 40

CSM Practice

OCTOBER 7, 2019

We start by optimizing strategies for customer success , then we identify opportunities to use technology to ensure our clients have visibility to see what processes work. Other criteria could include the number of licenses, geo-location, strategic value, service package, etc. Staffing Model.

Accountability 40

Accountability Strategic Value Consulting Consulting 40

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Foster a culture of metrics-driven performance in the Customer Success team.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

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