Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Outcomes of customer success have a direct impact on sales , marketing, product development and technical support to name a few, not to mention the bottom line.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

SmartKarrot

FEBRUARY 21, 2023

Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. commercial expertise in upselling and/or renewals. knowledge of market research, consumer feedback, and user requirements. serve as a point of contact for difficulties, and give the team direction and leadership.

Upselling 19

Upselling Technical Support SaaS Consulting 19

CustomerSuccessBox

NOVEMBER 2, 2021

Complete Account Information : Customer company name, the industry they are in, product-market fit, company size, and contract information. A Customer Success Manager (CSM) job is to build relations with the customer strong enough that opportunities of upsell and retention organically present themselves.

Sales 52

Sales Engineering Upselling Customer retention 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. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? The probability of selling to a new prospect is 5-20% – Marketing Metrics. Increase cross-selling and up-selling (32%). You don’t have a process.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

SmartKarrot

FEBRUARY 19, 2021

Upsell limitations: Calculate the bucket size of customers who qualify for upgrades or account expansion. Then calculate the number of actual upsells that have taken place in a specific duration, say a year. An ideal churn rate is considered to be 5% (annually, not monthly) for SaaS organizations.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Anika Zubair. Annette Franz. Caroline Andreola. Dana Alvarenga.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Strong delivery for, and relationships with, your champions will most certainly make an impact on your future renewal and upsell opportunity outcomes. Executive Sponsor: . Power Users: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

JUNE 12, 2021

Also, they are responsible to ensure that the customers renew their contracts, upsells, and cross-sells for the company, hence, ensuring consistent revenue for the company. Both of these are vital roles that a company, especially one in the Saas industry, cannot do without. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52

SmartKarrot

MARCH 14, 2022

Analyze client behavior in order to develop workflows to successfully address high-risk behavior as well as potential upsell behavior. Evaluate and potentially implement improvements to the escalation processes for customer support issues. Develop a deep understanding of the SaaS industry and the needs of our customers.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

NobelBiz

MAY 25, 2023

It was meant to describe a marketing software that could build a single customer view (a collection of all of a customer’s data and events into one file). Goldmine, which launched in 1990, was the first kind of software to combine contact information, calendaring, sales data, and marketing automation into one platform.

call center software 98

call center software Call Center APIs Contact Center 98

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Internal Customer Advocate.

SaaS 66

SaaS Metrics Accountability Technical Support 66

CustomerSuccessBox

JANUARY 18, 2022

Content can be sent weekly or biweekly via marketing automation software. There are many analytics and CS tools to help SaaS-based enterprises analyze customer end-user usage behavior. From this list, you can have your customer success or technical support team create an article that addresses these questions.

Self service 52

Self service Enterprise Analytics Technical Support 52

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Internal Customer Advocate.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Internal Customer Advocate.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Internal Customer Advocate.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Internal Customer Advocate.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHAT is SaaS Customer Success? – Ability to look for and enable upsell growth opportunity. – Internal Customer Advocate.

SaaS 54

SaaS Metrics Accountability Technical Support 54

Netomi

FEBRUARY 28, 2022

From introducing cryptocurrency to the Latin America market, to offering a free learning online platform for students and playing a key role in the digital transformation of health services, these leaders are making waves in the CX space, and inspiring others along the way. Erin Wallace – VP, Integrated Marketing, thredUP.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64