JustCall

APRIL 12, 2023

Highlights of JustCall and Aircall Highlights of JustCall: JustCall is a SaaS VoIP application, which is typically used by the following industries: Marketing and Advertising (9.7%) Computer Software (9.3%) Real Estate (8.4%) Education Management (6.6%) Information Technology and Services (6.2%) Others (59.7%

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. We engaged Noy Bar from HP Enterprise (HPE) and Anna Connell from Proofpoint in exclusive interviews on this topic.

SaaS 58

SaaS Metrics Accountability Best practices 58

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This aligns with the type of business as opposed to their size of revenue.

Strategic Value 91

Strategic Value Customer retention SaaS Sales 91

Education Services Group

SEPTEMBER 24, 2019

In today’s subscription-based SaaS world, it’s just as important to focus on keeping your existing customers as it is on acquiring new ones. When a SaaS customer comes up for renewal, one of three things can happen: You lose them to churn.

SaaS 45

SaaS Upselling B2B Service level 45

Education Services Group

JULY 20, 2021

Sometimes small companies can get away without one, and just sort of “know” when others are sending customer-facing messaging, but there is no way that works in an Enterprise organization. MW: And once you have that foundation, I highly recommend creating a customer communication calendar. It’s worth it.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Irit Eizips is a Customer Success thought leader whose mission is helping startups to Fortune 100 enterprises, establish a proactive and scalable customer success practice. FOLLOW us on TWITTER: [link].

Upselling 52

Upselling Customer centricity Sales Accountability 52

SmartKarrot

FEBRUARY 8, 2022

Lead software demonstrations and learn in an ongoing way about Enterprise Architecture. Establish performance metrics, service levels, and requirements for objectively measuring service levels and team performance. Lead churn prevention measures. Run upsell sales cycle process.

Upselling 19

Upselling B2B Customer centricity SaaS 19

Totango

NOVEMBER 5, 2021

Can you share the main differences in the expected service levels for LATAM customers vs. US customers? What may work for SaaS, may not work for another industry. The post Q&A with Aruba: How We Scaled Our Customer Engagement Strategy appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Investment Considerations for #CustomerSuccess #SaaS Click To Tweet.

SaaS 64

SaaS Strategic Value Customer retention Sales 64

Spearline

JUNE 18, 2019

Spearline's unique platform presents a cloud-based SaaS solution with tentacles reaching physical points-of-presence around the globe, connecting to both fixed-line telecommunications networks and mobile operators. 1 Financial Training Services. How can Spearline help?

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Spearline

JUNE 18, 2019

Spearline's unique platform presents a cloud-based SaaS solution with tentacles reaching physical points-of-presence around the globe, connecting to both fixed-line telecommunications networks and mobile operators. 1 Financial Training Services. How can Spearline help?

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Totango

NOVEMBER 5, 2021

Can you share the main differences in the expected service levels for LATAM customers vs. US customers? What may work for SaaS, may not work for another industry. The post Q&A with Aruba: How We Scaled Our Customer Engagement Strategy appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

Amity

JULY 22, 2016

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This aligns with the type of business as opposed to their size of revenue.

Strategic Value 57

Strategic Value Customer retention SaaS Sales 57

SmartKarrot

AUGUST 17, 2020

For example, software as a service (SaaS) companies continue to develop new tools for businesses and individuals. SaaS systems are typically subscription-based, with recurring payments. This is the most common model followed by modern software-as-a-service (SaaS) companies. Subscription model. Ways to grow it.

SaaS 19

SaaS Customer retention Upselling Marketing 19

JustCall

AUGUST 19, 2022

With an increased consumer base, you need a robust outbound call center solution to cater to these new consumers, if you are to maintain the service levels you have so far. Outbound call center solutions also help you improve the efficiency of calling your leads and keeping current customers in the loop of new products and services.

Call Center 52

Call Center call center software Outbound sales Sales 52

Totango

NOVEMBER 5, 2021

Can you share the main differences in the expected service levels for LATAM customers vs. US customers? What may work for SaaS, may not work for another industry. The post Q&A with Aruba: How We Scaled Our Customer Engagement Strategy appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

OCTOBER 14, 2022

Sooner or later, if you’re in Customer Success at a growing SaaS company, you’ll need to undergo a book shift. While every company is different, the SaaS business lifecycle follows a pattern. The way our organization was set up was typical for our SaaS lifecycle stage, optimized for product edition and contract value.

SaaS 52

SaaS Accountability Enterprise Service level 52

NobelBiz

FEBRUARY 22, 2023

A local PBX is best suited for bigger businesses with the resources and equipment to manage their system locally, as well as enterprises in industries requiring additional security and privacy. The term “cloud” is frequently used to characterize service delivery. What is cloud telephony? If not, local PBX might be a better fit.

Call Center 52

Call Center voip Contact Center Enterprise 52

SmartKarrot

FEBRUARY 16, 2022

According to 71% of consumers, customer service at large organizations has stayed the same or gotten worse in the past few years. 38% of respondents of a recent survey on CX, enhancing service levels is the top aim for contact centers in 2022. How are B2B companies driving customer experience? If not, check out this blog.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

ChurnZero

JANUARY 3, 2020

Great customer service starts with passive help. A survey commissioned by Nuance Enterprise found that 67% of respondents prefer to use self-service rather than call a company on the phone. For subscription businesses (and SaaS companies in particular) customer success is not just “nice to have”; it’s essential.

SaaS 64

SaaS Metrics Engineering Feedback 64

SmartKarrot

JULY 6, 2020

Process could also involve deciding details of customer engagement in the sales funnel, buyer-journey, post-sales service, and customer lifecycle. The ways in which you determine KPIs; business goals in line with customer success goals; customer categories and corresponding service levels; among others.

B2B 10

B2B Finance Surveys Sales 10

SmartKarrot

JUNE 5, 2020

Customer Success (CS) as a business function has seen enormous growth in the SaaS industry within the last decade. Transparency between the two parties on service level agreements (SLA), if applicable, must be maintained to avoid any future disagreements. These teams are dedicated towards customers achieving their goals.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

Xaqt

JUNE 1, 2020

Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers. As Conversational Service Automation threatens to reduce agent counts and top line revenue for BPOs, the opportunities to take advantage of the technology may initially seem elusive.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

AWS Machine Learning

NOVEMBER 30, 2023

As democratization of foundation models (FMs) becomes more prevalent and demand for AI-augmented services increases, software as a service (SaaS) providers are looking to use machine learning (ML) platforms that support multiple tenants—for data scientists internal to their organization and external customers.

Chatbots 80

Chatbots SaaS Engineering APIs 80

AWS Machine Learning

JANUARY 9, 2023

Strict service level agreements (SLAs) need to be met, and a typical request may require multiple steps such as preprocessing, data transformation, feature engineering, model selection logic, model aggregation, and postprocessing. Deepali Rajale is AI/ML Specialist Technical Account Manager at Amazon Web Services. Description.

Metrics 74

Metrics Best practices Engineering Management 74