Amity

JUNE 24, 2018

In the SaaS world, people aren’t looking to buy a product once and move on. This is where customer-centric thinking plays a critical role—it ensures that your customers are at the front of your organization from product development to the post-sales process. The rewards of customer-centric alignment.

Customer centricity 79

Customer centricity Education SaaS Feedback 79

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. We also hired a new chief technology officer (CTO) late last year. Our answer? Three key things.

SaaS 52

SaaS Analytics Customer centricity Engineering 52

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

Anexa BPO

SEPTEMBER 5, 2021

Long viewed as a cost enabler by many businesses, since the pandemic, customer service has been thrust into the spotlight, generating new consumer speak like “customer-centricity”, “customer obsession” and “customer intimacy”. So how to tap into this old-made-new phenomenon of consumerism?

outsourcing 40

outsourcing Technology Business Process Outsourcing SaaS 40

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. Daniel Maier, chief revenue officer, Calabrio.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. Successful Remote Partnerships .

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

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

AUGUST 10, 2023

With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies. She joins Calabrio’s executive leadership team and will report to CEO, Kevin Jones.

Marketing 52

Marketing Customer centricity SaaS 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. Lead the creation of new Customer Success initiatives.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

Amity

OCTOBER 3, 2016

Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. The result is some fresh perspectives on how CSMs can best address the people, process, technology, and organizational needs of their customers. Today’s customers demand more.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

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

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

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

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. Companies build brand loyalty, not technology loyalty. Technology does not replace that.

Customer centricity 58

Customer centricity SaaS Technology Enterprise 58

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training.

Best practices 126

Best practices Management SaaS Metrics 126

CSM Magazine

AUGUST 29, 2023

Journey’s biometric authentication technology is now available with Avaya Hybrid Cloud Services (HCS), enabling Avaya premise-based contact centers to authenticate agents using biometrics instead of passwords, providing more robust security and an enhanced agent experience. .

industry standards 52

industry standards Contact Center Customer centricity SaaS 52

Nicereply

NOVEMBER 23, 2023

.” – Derek Williams “It’s customers that made Dell great in the first place, and if we’re smart enough and quick enough to listen to customer needs, we’ll succeed.” – Michael Dell B2B SaaS Specific A few of our favorites “In the SaaS world, monthly recurring revenue is the king.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Pretty much everything described so far has been about what businesses “do” for and to our customers.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. 2. Base + BonusPlan.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

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. Segmentation of Customers.

Customer centricity 52

Customer centricity SaaS Analytics Customer advocacy 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

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

Satrix Solutions

JANUARY 24, 2022

Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative. Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. 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. ” What role will AI and new technologies play in customer success in 2024?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Hello Customer

NOVEMBER 27, 2020

Ghent-based Hello Customer ranks among Belgian’s leading tech companies. Deloitte has included this SaaS company, which collects customer feedback and analyses it using artificial intelligence, in their prestigious ranking, the Fast 50 Belgium. About Deloitte's 2020 Technology Fast 50.

Entertainment 52

Entertainment SaaS Finance Customer centricity 52

CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Using recommended processes and policies, CSM Practice’s customers significantly reduce the problem of churn, improve expansion selling, and accelerate new sales deals.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

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

ClientSuccess

FEBRUARY 3, 2020

As SVP of Product, JD comes to ClientSuccess with a proven track record of building award-winning SaaS solutions at Adobe, Omniture, InMoment, and Move Networks. JD is passionate about working with customers to bring innovative solutions to market, while delivering delightful user experiences that give customers a high return on their effort.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

ClientSuccess

FEBRUARY 3, 2020

As SVP of Product, JD comes to ClientSuccess with a proven track record of building award-winning SaaS solutions at Adobe, Omniture, InMoment, and Move Networks. JD is passionate about working with customers to bring innovative solutions to market, while delivering delightful user experiences that give customers a high return on their effort.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

Amity

APRIL 25, 2016

Chad is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes. The Enlightened Customer. CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. Scaled customer success roles This role is starting to carve out its own space and made a huge splash in 2023.

Education 52

Education Upselling Consulting Consulting 52

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems. A CS tech stack that is not customer-centric loses usability gradually.

CRM 98

CRM Brand ambassadors Best practices SaaS 98