Upstream Works

AUGUST 5, 2021

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. Call center leaders need to consider the overall benefit of cloud, namely the flexibility of the platform itself.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

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. First, start by examining how sales has prioritized and segmented customers.

Strategic Value 91

Strategic Value Customer retention SaaS Sales 91

ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic. As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Resources dedicated to post-purchase customer experience management tend to be repurchase campaigns and loyalty programs.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

SmartKarrot

MARCH 13, 2023

Role: Customer Success Manager Location: Springfield, IL, United States Organization: OBIX by Clinical Computer Systems, Inc As a Customer Success Manager, you’ll guarantee that clients receive the most possible value and return on their investment. Independent, goal-oriented work comes naturally to you.

Strategic Value 19

Strategic Value Accountability Self service Customer retention 19

ClearAction

MAY 29, 2016

Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint. Therefore, executives should be ensuring superior customer value cumulatively across the customer life cycle. Value Creation, Communication & Management.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

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 1 Define Key or Strategic Accounts. The ideal Account Manager should be a problem solver who is sensitive to the client’s needs and spends time and energy to make them successful. 2 Focus on Customer Success.

Best practices 10

Best practices SaaS Accountability Management 10

OctopusTech

JULY 14, 2018

But with the passing time, as the expectations of customers are continuously evolving along with the complexity in providing them the desired services, various businesses can be seen struggling to maintain the strategic value and profitability of their organisations. As a business leader, do you know your costs? c) Telecom.

outsourcing 63

outsourcing Customer Support Strategic Value Call Center 63

SmartKarrot

NOVEMBER 8, 2022

Work with the team leaders to manage ongoing CS activities: onboarding, training, customer support, customer success management, and customer education. Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Natalie Petouhof

NOVEMBER 10, 2016

And with content marketing a #1 priority for most CMOs as more and more sales are decided upon before even talking to a sales person. This combination will give customers access to first-party data and measurement capabilities from Adobe Audience Manager (Adobe’s data management platform) and by using Adobe Analytics.

Advertising 40

Advertising Strategic Value Marketing Analytics 40

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. First, start by examining how sales has prioritized and segmented customers.

Strategic Value 57

Strategic Value Customer retention SaaS Sales 57

ChurnZero

JANUARY 4, 2019

Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. Begins in pre-sales to help ensure success factors are established during the sales process.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

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. First start by examining how sales has prioritized and segmented customers.

SaaS 64

SaaS Strategic Value Customer retention Sales 64

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. Begins in pre-sales to help ensure success factors are established during the sales process. ” – Abby Hammer, VP of Products, ChurnZero.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ClientSuccess

AUGUST 14, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Cole Sanders , Sr Customer Success Manager. Principle 3: CSMs Need to Be a Strategic Partner. Company : ClientSuccess. Confidence is key!

Best practices 42

Best practices Strategic Value Sales SaaS 42

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. These businesses also excel in customer-care and after-sales service. It can make a real difference in terms of both sales and profits to those who follow this direction.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SmartKarrot

JUNE 18, 2021

Manage and increase customer satisfaction, renewal/expansion, and overall client health. Adopt, help manage customer success best practices and methodologies for successful engagements throughout the customer lifecycle. Work directly with sales leadership to support customer expansion.

Strategic Value 10

Strategic Value Finance Best practices Upselling 10

Amity

SEPTEMBER 16, 2014

Last night’s speaker was Venk Chandran, Senior Manager, Strategy and Enablement, Customers For Life at Salesforce. It is also something the sales team can use to negotiate down from – they won’t be negotiating the license but rather the service. Then introduce the program at key deals and use it to qualify.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

ChurnZero

MARCH 12, 2021

Ideally, the sales rep who closes the deal introduces you (the CSM) to their buyer. You start having a conversation at or slightly before the point of sale. You keep that conversation strategic. Q: Should the sales team, onboarding team, or Customer Success Manager negotiate and upsell? We all have it.

Upselling 59

Upselling Personalization Sales Strategic Value 59

SmartKarrot

DECEMBER 29, 2020

Collaborate with Sales to lead annual and quarterly business planning cycles. Develop, grow, and maintain the relationship between the Tealium and clients, with a focus on client retention, sales and revenue growth. Ensure the team is fully staffed, trained and deployed to fulfill the strategic plan.

Best practices 10

Best practices Strategic Value Accountability Coaching 10

SmartKarrot

MAY 19, 2020

Represent the voice of the customer to provide inputs to the core product, marketing, and sales teams. Proactively own and manage a portfolio of accounts, becoming customers’ trusted advisor by understanding their key initiatives, internal processes, and desired outcomes.

Strategic Value 10

Strategic Value Accountability Sales Marketing 10

SmartKarrot

DECEMBER 17, 2023

As a seasoned customer success expert, I’ve had the privilege of witnessing this change firsthand and believe that AI is becoming a pivotal lever for customer success leaders and post-sale executives to enhance business productivity and drive superior outcomes for their customers.

Strategic Value 8

Strategic Value Education Metrics Personalization 8

SmartKarrot

DECEMBER 17, 2023

As a seasoned customer success expert, I’ve had the privilege of witnessing this change firsthand and believe that AI is becoming a pivotal lever for customer success leaders and post-sale executives to enhance business productivity and drive superior outcomes for their customers.

Strategic Value 8

Strategic Value Education Metrics Personalization 8

TeamSupport

SEPTEMBER 30, 2020

Unlike customer support or traditional sales models, customer success management aims to deliver long-term strategic value for customers. Additionally, Success actively manages the customer lifecycle to add ongoing value and drives strategic initiatives to maximize product adoption and advocacy.

B2B 59

B2B B2C Strategic Value CRM 59