CSM Magazine

MARCH 31, 2023

You can’t afford to let antiquated customer service workflows slow you down or get in the way of delivering an exceptional customer experience. That’s why many customer-centric companies are turning to automation, using SaaS (Software as a Service) tools and processes to give their customer service teams a leg up.

SaaS 52

SaaS Customer Service Coaching CRM 52

JivoChat

FEBRUARY 17, 2022

Developing strategies to learn how to sell SaaS B2B can be challenging. The SaaS (Software as a Service) area also has particularities that need to be taken into consideration. But, in terms of B2B SaaS, that’s different. . B2B SaaS buyers usually are looking for one specific product that can solve their pain points.

B2B 52

B2B SaaS B2C Sales 52

ShepHyken

DECEMBER 14, 2021

What Customers Expect from CX Practitioners. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Top Takeaways: Here is something brands and even CX practitioners often forget – customers just want to get things done.

Customer centricity 162

Customer centricity SaaS Engineering Sales 162

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Totango

JULY 21, 2020

One of the most important ways to reduce churn and stay relevant to your customers is to make sure your team is as flexible and agile as possible. The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

CSM Magazine

OCTOBER 25, 2022

Both individuals have extensive business development, revenue generation, and customer success experience from previous leadership positions at top SaaS (Software as a Service) brands. With that, we are attracting more and more top talent from other successful SaaS brands. About Calabrio.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

ChurnZero

APRIL 12, 2022

What could the right person do for your business and customer relationships? Build a customer-centric organization. SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. These are great building blocks of customer acquisition.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer centricity 10

Customer centricity SaaS B2B Employee engagement 10

CSM Magazine

MAY 23, 2023

Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “The future of customer experience lies in true-cloud solutions.

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

Totango

JANUARY 22, 2024

As the regulation and responsible application of generative AI in workplaces grows, CS teams will recognize AI as a serious partner for improving customer satisfaction, reducing churn, and driving revenue growth. Totango is excited about the future of customer success and the role we can play in business growth for 2024.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Amity

OCTOBER 3, 2016

Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. The Customer Success Manager (CSM) needs to work quickly to establish credibility and demonstrate to the customer that they will help them achieve their business goals. Today’s customers demand more.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. ChurnZero was thrilled to be able to sponsor the event as well as sit in on the sessions ourselves, which might not have been as possible if we were sponsoring and exhibiting at the event in person.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

ShepHyken

FEBRUARY 26, 2021

An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. The foremost among them is to understand your customer in the best manner possible. Becoming customer-centric is important for brands to stay in the loop with the competitive world. Exploration.

Marketing 294

Marketing Journey mapping Upselling Advertising 294

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107

Nicereply

NOVEMBER 23, 2023

Customer satisfaction is at the heart of successful Customer Experience (CX). They want quick solutions, personalized interactions, and genuine engagement. But staying focused on customer satisfaction can be tough with so many daily tasks and goals.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Totango

MARCH 4, 2022

Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. What is B2B Customer Service? Lost passwords.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Plan, analyze, and understand your customer lifecycle.

SaaS 86

SaaS Upselling Best practices Customer retention 86

ShepHyken

AUGUST 4, 2020

How to Balance Technology with the Human-to-Human Customer Connection. They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology. Whether your touchpoints are digital or in person, there must be a personal element of the brand at each one.

Customer centricity 58

Customer centricity SaaS Technology Enterprise 58

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

CustomerSuccessBox

MARCH 10, 2022

This relationship is mainly focused on the number of transactions and can only serve as a one-time transaction or multiple transactions but for a limited time as the customer tends to lean on other businesses for the same requirements. So clearly the purchases made has a distinction, firstly due to available vs personalized service.

Management 52

Management SaaS B2B Customer centricity 52

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

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. This lets you anticipate customer needs and continually provide value: Access to Customer Data.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

SaaS 98

SaaS Customer centricity Accountability Education 98

Totango

AUGUST 28, 2020

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 not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Why Optimizing Your SaaS Onboarding Matters.

SaaS 71

SaaS Enterprise Customer centricity Best practices 71

CustomerSuccessBox

JUNE 13, 2022

We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. Many businesses claim to be customer-centric, yet they don’t really comprehend the concept. That’s where it all starts.

Customer centricity 52

Customer centricity SaaS Analytics Customer advocacy 52

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

TeamSupport

APRIL 15, 2021

It also stated that about 75 percent of companies believe that they are customer-centric, but only 30 percent of customers think that it’s true. Although this temporarily relieves angry customers, it does not really impress them. Customers are also increasingly appreciating the clever use of this technology.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently.

Metrics 89

Metrics SaaS Accountability Upselling 89

bold360 Blog

MAY 27, 2020

And so “customer-centric culture” becomes a buzzword not a reality. To want to serve that customer really well and consistently? To build a customer-centric culture, you have to be practical. Determine the behaviors and mentalities that will lead to a consistently great customer experience.

Customer centricity 52

Customer centricity SaaS Contact Center Personalization 52

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone. That can be the tricky part.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

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

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. This lets you anticipate customer needs and continually provide value: Access to Customer Data.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

Nicereply

MARCH 23, 2021

We’ve got quite a few friends in the customer service world who inspire us. We’ve linked each person to their Twitter feed so you can follow them. For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on!

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141