Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. Deliver the World's Best Customer Experience.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

FEBRUARY 1, 2019

“While modern solutions, features, and functions attract customers, it’s the total experience with a company that leads to long-term customer success—and in education, that can equate to the success of our future workforce,” said Collins. Francesca Cruz, Vice President, Customer Success, IZEA.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Nicereply

NOVEMBER 2, 2023

When analyzing customer feedback , it’s not just about looking at the answers, it’s equally important to account for the types of response bias that might have influenced those responses. ” Loaded question: Unclear: ‘How would you rate our award-winning customer service?’

Surveys 52

Surveys Feedback Accountability SaaS 52

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Customer Service 10

Customer Service Self service Customer centricity Chatbots 10

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Customer Service 10

Customer Service Self service Customer centricity Chatbots 10

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

SmartKarrot

SEPTEMBER 25, 2020

In the past few years, the SaaS industry has grown from scarcity to abundance. Today in 2020, there exists a service-based digital solution for every other problem or cause. SaaS has become a prime element in every business’s architecture. The integration of AI with SaaS is a paradigm-shifting phenomenon. Let’s find out!

SaaS 8

SaaS APIs Analytics Enterprise 8

SmartKarrot

SEPTEMBER 25, 2020

In the past few years, the SaaS industry has grown from scarcity to abundance. Today in 2020, there exists a service-based digital solution for every other problem or cause. SaaS has become a prime element in every business’s architecture. The integration of AI with SaaS is a paradigm-shifting phenomenon. Let’s find out!

SaaS 8

SaaS APIs Analytics Enterprise 8

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

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Allison Pickens.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Nicereply

MARCH 19, 2019

Whether your goal is lower churn, more revenue or to improve your overall customer experience, nudges are often a low-effort, high-reward way of making that happen. Calling your products and services customer-centric requires you to go beyond offering guides, articles, blogs, tooltips, support channels, and analytics to your customers.

Customer Experience 83

Customer Experience Analytics Customer centricity B2C 83

Netomi

FEBRUARY 28, 2022

As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)! Connect with Kellie .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Today, Robb leads field services for Sleep Number ( www.sleepnumber.com ). The field services team provides an in-home experience for their 360 Smart Beds, which includes delivery, installation, and customer education.

Automotive 41

Automotive Management Enterprise B2B 41

aircall

MARCH 19, 2021

Customer service information: Communication dates, query details, CSAT scores, etc. Qualitative data goes one step further, helping you understand the personality of your customers and the why behind every action, interaction, and reaction. Common Pitfalls of Customer Data. Qualitative Data. Train Your Team.

Sales 62

Sales CRM Marketing Best practices 62

JustCall

APRIL 5, 2023

What is customer success software, and why use it? Segmenting your customers will also help you experiement with various strategies for each group, and come up with a solution that is best for that group. Top 5 Customer Success Tools Every Business Must Use 1. out of 5.

Management 52

Management CRM Analytics Customer retention 52

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

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

JUNE 15, 2020

Till a while ago, nobody thought much of customer experience improvement – let alone SaaS companies, who prided themselves in creating some of the best products but left it to the customer to figure out how good it really was. So, What is Customer Experience and How to Improve it? . Empathise: Feel the customer’s pain .

Customer Experience 10

Customer Experience SaaS Education Customer centricity 10

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

SmartKarrot

JANUARY 10, 2022

Customer feedback is the most important asset that can help you improve your understanding of the product and customer. Maintain a customer-centric mentality that does not cost a penny. Establishing a customer-centric mentality will help improve CX in a great manner. It is important for customer success.

Customer Experience 10

Customer Experience Customer centricity Self service Metrics 10

SmartKarrot

FEBRUARY 25, 2022

Chief customer officers are finding a place on the executive board of some top companies. This is an effort to become more customer-centric and remove internal silos and barriers that lead to fragmented performances. The CCO is more of a voice of the customer in all company decisions. Like what you are reading?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer centricity Customer retention 10

SmartKarrot

JUNE 11, 2021

Some core aspects discussed include onboarding fundamentals, customer success metrics , managing churn risks, renewals and expansion techniques among others. Customer Success Master class Level 2 covers aspects such as managing customer health and customer portfolio, internal advocacy, customer education, and QBR management.

Best practices 22

Best practices SaaS Accountability Education 22

ijgolding

APRIL 21, 2015

I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. 70% of consumers are willing to spend an average of 13% more with companies providing excellent customer service. The Balance of Power is Shifting.

B2B 53

B2B Customer centricity Accountability Technology 53

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

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

SmartKarrot

JANUARY 18, 2022

Exceptional client service focus with the ability to confidently deal with executives and clients contacts at a senior management level. Own policies, processes, tools and procedures that ensure effortless customer support and consistent, high-quality interactions. Strong communication skills and relationship-building abilities.

B2B 3

B2B Customer centricity SaaS Service level 3

SmartKarrot

SEPTEMBER 25, 2020

It is also cheaper and more effective to provide customer service to the right customers. How to find the right customer? Customers can either break or make your business. Hence, choosing the right customer base is essential in building your brand. Find the one that brings you the most qualified leads.

Sales 8

Sales B2B Metrics Marketing 8

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

SmartKarrot

JANUARY 15, 2021

When it comes to the customer experience organizational structure, CX must be practiced in different ways and capacities by the following departments: Marketing Sales Product Management Customer Service Customer Success. A CXO must be responsible for turning an organization into a customer-centric one.

Customer Experience 11

Customer Experience Analytics Sales Feedback 11