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

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 93

Journey mapping SaaS Upselling Enterprise 93

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

Management 52

Management Customer retention Upselling Chief Customer Officer 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 92

B2B Customer Service Interactive Voice Response B2C 92

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. We’ll also show you how technology can help you automate your engagement strategy. Use your customer journey map to plan events that trigger customized offers.

B2C 62

B2C Upselling Journey mapping B2B 62

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

SaaS 59

SaaS Upselling Construction B2B 59

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support.

Self service 65

Self service Upselling SaaS Customer Support 65

Totango

OCTOBER 20, 2022

At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. What Makes a Good Customer Success Manager? Problem-Solving.

Management 91

Management Upselling Coaching Best practices 91

Squelch

DECEMBER 17, 2019

the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been declared a finalist in the international Cloud Computing Awards program, The Cloud Awards. REDWOOD CITY, Calif.

Upselling 80

Upselling SaaS Best practices Customer Support 80

TeamSupport

JUNE 15, 2020

Please tell us about your role and the team/technology at TeamSupport. In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. That’s the beauty of it!

B2B 64

B2B Self service B2C Customer Support 64

ChurnZero

AUGUST 14, 2020

Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Customer Support/Service Software and Ticketing Systems. What is customer support software? Customer Support/Service or IT Operations.

CRM 87

CRM Finance Upselling Accountability 87

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn).

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Nicereply

APRIL 30, 2020

They want a customized experience and something that they can talk about in everyday interactions with friends and colleagues. Customer support forms the primary touchpoint with your users. Time and again, we tell customer support to be more human and concise. Cross-sell & Upsell, but first, answer the query.

Sales 69

Sales Customer Service Upselling CRM 69

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

SmartKarrot

JUNE 16, 2020

A list of Top 8 SaaS Account Management Best Practices to help you grow your existing accounts and increase revenue. #1 2 Focus on Customer Success. 6 Soft Upsell & CrossSell. 6 Soft Upsell & CrossSell. Generating leads inside the customer account is a core skillset of the Key Account Manager (KAM).

Best practices 10

Best practices SaaS Accountability Management 10

Totango

APRIL 30, 2021

Customer support for sales transactions. When you add up all the factors which go into acquisition, the cost of customer acquisition quickly becomes expensive. Customer engagement and adoption systems and programs. Customer marketing to promote renewals cross-sells and upsells. Web design and maintenance.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

CSM Practice

APRIL 13, 2021

As a customer success manager, you have to connect with your customer over their triumphs and frustrations to develop a long-term relationship. Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Challenges. Salesforce. Making a Difference as a CSM.

Management 52

Management Customer retention Upselling Accountability 52

CustomerSuccessBox

AUGUST 12, 2021

The questions which you might have in your head are being answered in detail here so that, after going through it, you have clarity on whether you’re ready to roll out Customer Success processes or not. Are you a B2B SaaS start-up? Is that the premium you’re charging your customers? Who is this blog meant for?

SaaS 52

SaaS Accountability Engineering Technology 52

SmartKarrot

JULY 29, 2020

There was a time when acquiring new customers was the sole purpose of marketing your product. Technology companies used to sell their products to a customer and then move on to the next one. Hence, customer loyalty was not a major goal for companies of those previous eras. Setting up a roadmap for customers.

SaaS 10

SaaS Customer retention Upselling Feedback 10

Education Services Group

NOVEMBER 19, 2019

This was Kodak’s chance to be at the forefront of the digital revolution, but they wouldn’t commit to a new and disruptive technology. These days, the hot topic across the corporate world is Customer Success, and unfortunately, many executives are slapping the CS label onto existing departments without really examining what that means.

SaaS 40

SaaS Customer retention Upselling Education 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. Recruit, hire, mentor and coach Customer Success team members. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Kayako

MAY 16, 2018

Especially when it comes to service businesses, both traditional and SaaS, because service solutions often need to be tailored to the individual customer. Calls and live chat increase customer retention and upsell opportunities. Technology has given us all the expectation that results should be instant.

Customer retention 59

Customer retention Upselling Sales Feedback 59

SmartKarrot

FEBRUARY 8, 2022

Categorize the customer profile following the segmentation and lead business reviews based on the customer profile. Understand the customer use case. Forecast upcoming renewals and upsell opportunities. Coordinate internal partnership support with management, sales, and solution specialists to support customer issues.

Upselling 19

Upselling B2B Customer centricity SaaS 19

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 0

B2C SaaS Accountability B2B 0

ChurnZero

SEPTEMBER 6, 2019

Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated. Implementation Specialist , SaaS Startup . . CS has quickly cemented itself as an essential part of SaaS organizations. .

Upselling 49

Upselling Sales Accountability SaaS 49

SmartKarrot

SEPTEMBER 12, 2022

Apply here: [link] Role: Customer Success Manager – SMB Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will manage a large portfolio of small accounts with a focus on enablement at scale and value realization, yielding to a super-high renewal rate.

Best practices 19

Best practices Metrics Upselling Accountability 19

ProProfs Blog

JANUARY 17, 2020

That you bought a SaaS product and then completely forget that it exists? . The SaaS customer lifecycle is something that is continuously growing and ever-evolving. . But, what exactly is this SaaS customer lifecycle? What is SaaS Customer Lifecycle. 9 SaaS Customer Lifecycle Stages.

SaaS 161

SaaS Sales Marketing Upselling 161

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 60

B2C SaaS Accountability B2B 60

SmartKarrot

FEBRUARY 17, 2022

Going by the definition accepted in the market, a Chief Omnichannel Officer is the executive responsible for integrating various contact centers and customer technologies to provide an ‘omnichannel’ experience to customers rather than the ‘multi-channel’ experience they have been getting traditionally. . contact-form-7].

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Multichannel 10

Amity

APRIL 7, 2016

This is the crux of Customer Success: it’s our goal to help our Customers achieve all their business goals, and most of the time this has nothing to do with selling. Trust comes first, before any upsells, cross-sells, or expansion plans. The Customer has been through a long series of complex negotiations with Sales.

Sales 69

Sales Upselling Customer Support SaaS 69

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Customer satisfaction and feedback surveys. Upsell purchases.

SaaS 106

SaaS Journey mapping B2B Feedback 106

SmartKarrot

MAY 14, 2020

It was mostly a reactive approach when customers used to call the customer support staff of an organization to fix the issues they would face while using their product or service. This was the first segment of customer-facing professionals and would interact with the customers through phone lines.

SaaS 10

SaaS Upselling Customer retention CRM 10

SmartKarrot

AUGUST 2, 2023

Without a robust CS platform, your team will get tangled in the huge web of customer data and waste their time dealing with repetitive tasks. These tools are helpful for CS teams to anticipate customer needs and personalize their interactions. FAQs and best practices are the best set of knowledge base resources, to begin with.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

SmartKarrot

DECEMBER 23, 2020

Role: VP of Customer Success Location: Jersey City, NJ, US Organization: Infobip As a VP of Customer Success, you will increase renewal rates and reduce churn. Assist the Sales organization by expanding revenue in key accounts through cross-sell and upsell.

Upselling 10

Upselling Enterprise Metrics Accountability 10

Jon Arnold

JANUARY 21, 2019

By nature, cloud is a business of scale, and the upsell opportunities are far greater as the size of end customer gets larger. Many hosted providers are big to begin with; while others start as small players, but out of necessity they need to go upmarket to support their growth plans.

voip 67

voip Marketing APIs Upselling 67