ChurnZero

OCTOBER 22, 2020

The role of Customer Success in keeping SaaS companies alive is too substantial to wing it by relying on a homegrown solution that accounts for a fraction of an outsourced product’s functionality. “Building a complete Customer Success platform presents complex challenges,” says ChurnZero CEO You Mon Tsang.

CRM 59

CRM Customer retention Technology Best practices 59

Callminer

AUGUST 1, 2017

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). Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

FEBRUARY 19, 2021

Most likely it would be much higher than your industry standard. Barriers to product adoption: Lack of real-time monitoring and proactive support might have caused barriers for customers to adopt the product. An ideal churn rate is considered to be 5% (annually, not monthly) for SaaS organizations.

Upselling 10

Upselling outsourcing Technical Support industry standards 10