ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles.

Education 52

Education Upselling Consulting Consulting 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 92

Management Upselling Coaching Best practices 92

aircall

OCTOBER 6, 2022

Aircall, a global provider of an integrated, easy to use, cloud-based phone solution, used in millions of daily customer care, sales and support calls, today announces its new office opening in Madrid. This will allow the company to keep up with growing demand in the region and recruit new talent in technology and product areas.

Marketing 62

Marketing SaaS Education CRM 62

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative.

Call Center 561

Call Center Metrics Contact Center Wait times 561

aircall

MAY 3, 2021

Any organization that experiences a high volume of incoming phone calls or whose sales and support teams make lots of outbound calls will improve efficiency dramatically with the addition of a CTI integration in Salesforce. As a cloud-based service, teams can work from any location and still access and share notes and customer data.

voip 62

voip Interactive Voice Response CRM Call Center 62

CSM Magazine

APRIL 28, 2021

It has also appointed Scott Sinatra as its new CRO, as well as opening a new headquarters in New York and recruiting teams across the North East, South East, Central and Western America. Dixa has also recruited a stellar team to lead its operations in the US. Scott Sinatra, Dixa. ” About Dixa.

Marketing 52

Marketing Customer Service Customer Experience Abandon rate 52

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. I was on a small team and it had its own P&L.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Vonage

JANUARY 16, 2017

Allowing agents to air their voice via team meetings will help them feel as though they play a vital role in the success of the contact centre. According to a report by Sales Performance International, without reinforcement, 84% of what is learned through multi-day training programmes is lost within 90 days.

Customer Service 86

Customer Service Feedback Technology Customer centricity 86

Branch Mesenger

OCTOBER 11, 2017

Recruiting the best of the Midwest. There are founders who believe they can scale SaaS companies here in Minneapolis, including Kipsu and Branch. We’ve already begun building our team with graduates that represent the University of Minnesota, and Carlson School of Management. That success centers around four critical elements.

Healthcare 115

Healthcare Banking Engineering Enterprise 115

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Whether you are B2B or B2C, every business is P2P, and connecting on a personal level is what matters most…”. Handling disgruntled employees is the same.

Management 273

Management Customer Experience Customer Service Coaching 273

Solvvy

AUGUST 22, 2022

Your team must embody everything you want your customers to know about your brand, from expertise and quality to how much you care about your customers and want to make your products or services easy for them to use. . Your team needs to understand your customers, both at a high level of the industries you serve and on a more personal level.

Customer Service 89

Customer Service Interactive Voice Response Chatbots Self service 89

SmartKarrot

AUGUST 9, 2022

Software As A Service (SaaS) is a cloud-based method of delivering on-demand software to users. Instead of building, developing, and implementing enterprise applications, SaaS users can simply license and subscribe to them. Using remote cloud servers, users can access and utilize SaaS applications from any web-enabled device.

SaaS 10

SaaS Technology Advertising B2B 10

SmartKarrot

AUGUST 9, 2022

Software As A Service (SaaS) is a cloud-based method of delivering on-demand software to users. Instead of building, developing, and implementing enterprise applications, SaaS users can simply license and subscribe to them. Using remote cloud servers, users can access and utilize SaaS applications from any web-enabled device.

SaaS 10

SaaS Technology Advertising B2B 10

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Recruit, hire, mentor and coach Customer Success team members. Their success is the success.

Upselling 19

Upselling Coaching Best practices Consulting 19

Nicereply

JUNE 18, 2020

Your sales team went home, and all you had left was your current group of customers. The funny thing is, customers who churn have the same effect on your business even when you are still making sales. SaaS and eCommerce have been around long enough that some companies now have customers for over a decade.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ChurnZero

APRIL 26, 2019

Whether dealing with onboarding or recruitment, every HR department hopes for a smooth and well-defined employee experience. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Likewise, consider having your new CSM sit in on demos. Blog Author: Alex Weihmann.

Coaching 58

Coaching Metrics Upselling SaaS 58

SmartKarrot

FEBRUARY 28, 2023

Role: VP, Customer Success Location: Toronto, ON, Canada (Remote) Organization: Affinity.co As a VP, Customer Success you’ll assemble, nurture, and keep a top-notch team. Improve the handoff procedure that benefits our customers by working together with sales. Create a world-class client success team.

Construction 19

Construction SaaS Metrics Best practices 19

SmartKarrot

MARCH 9, 2023

Communicate with the product team to share user input and shape customer-focused product offers. Ensure that consumer input is incorporated into the company’s goods and services by working with cross-functional teams. assemble, motivate, and manage a top-notch customer success team.

Upselling 19

Upselling Benchmark SaaS Accountability 19

TechSee

JANUARY 25, 2023

He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries. His team ensures Volta’s stations are online and well-maintained and that their drivers, site partners, and advertising customers have an excellent experience.

Automotive 41

Automotive Management Enterprise B2B 41

SmartKarrot

FEBRUARY 1, 2024

Today, we delve into the captivating world of managing Customer Success teams, an area of expertise that has fueled my enthusiasm throughout my journey in leading sales teams across various organizations in Singapore. My favorite approach is a market-based organization, where teams are structured by countries or regions.

Management 10

Management Customer centricity SaaS Marketing 10

Xaqt

JUNE 1, 2020

For example, the opportunity to provide call center agents with personalized assistants for access to real-time information and guidance is immense. Savvy companies are able to personalize every customer interaction by infusing Virtual Agents with machine learning at every point in the interaction.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Amity

MARCH 1, 2016

When I first started, I was primarily an educator, in terms of working with our customers and showing them how to recruit passive candidates and how to engage with our tools. Since then, we have been able to leverage a lot of other people and get to the point where we have a more sophisticated Customer Success team.

Personalization 91

Personalization Metrics Best practices Construction 91

ProProfs Blog

AUGUST 6, 2021

Whether you are an entrepreneur looking to get super-productive teams or an HR professional striving to retain your valuable employees, this blog is for you. Are they able to balance their personal-professional life? Here, you can create an internal feedback loop for easy communication between teams, managers, and employees.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Amity

MAY 15, 2017

Customer Success seems to be the new “it” job in SaaS. This was back before SaaS companies were given that acronym -- they were called ASPs (Application Service Providers) back in the early 2000s. We really want to help companies transform the way they do marketing and sales.

Sales 71

Sales Consulting Consulting SaaS 71

Amity

MARCH 24, 2016

Our team grew over the next year, and we ended up having CSMs in 3 different offices. The team that I manage consists of CSMs and Professional Services. I manage the team, so I work with them in career development, recruitment, and all that fun stuff. You started in New Zealand, how did you end up in Toronto?

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

SmartKarrot

FEBRUARY 17, 2022

Any B2B SaaS company targeting growth cannot achieve its target without integrating all channels to provide their customers with an omnichannel experience. Roles and responsibilities of a person designated at chief Omnichannel officer position. Needless to say, this can catalyze the upsell in any B2B SaaS company.

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Multichannel 10

Comm100

FEBRUARY 6, 2018

Price : Sales Cloud ranges from $25-$300/user/month. Sales + Service Cloud ranges from $100-$325/user/month. Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. Deployment : Cloud, SaaS, Web.

CRM 42

CRM Enterprise SaaS Marketing 42

ClientSuccess

MAY 16, 2018

Though it’s primarily thought of as a platform for sales, job-seekers, and recruiters, it can be equally as powerful for customer success professionals. I’m a classic “night person”. Sales, marketing, product, business intelligence, accounting, and the other groups you work with all have vastly different goals.

Management 41

Management Best practices Coaching SaaS 41

SmartKarrot

MARCH 15, 2021

Assist sales in contract terms and expectations. Influence future lifetime value through higher SaaS adoption, customer satisfaction and increase renewal rates to reduce churn. Expand the revenue in accounts through cross-sell and up-sell activities in collaboration with Internal Sales Team and Partners.

Upselling 10

Upselling SaaS Accountability Education 10

ChurnZero

NOVEMBER 15, 2019

We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

APRIL 9, 2021

Works with the Sourcing team to provide preferred vendor deals for everything a franchisee might need. Works closely with and coordinates with the Distribution team to maintain appropriate inventory levels. Works closely with and coordinates with the B2B Ecomm team. Liaise between the customer and internal teams.

Upselling 10

Upselling CRM Consulting Consulting 10

SmartKarrot

MARCH 4, 2021

A CPO is one who manages products and teams to engineer better outcomes for customers. Product team management. A company has multiple teams who need to coordinate to give a great output. A CPO needs to make sure cross-functional team collaboration is on point. Who is a Chief Product Officer? Product Marketing.

Analytics 16

Analytics SaaS Marketing Education 16

SmartKarrot

MAY 12, 2020

Recruitment Aspect. When it comes to the zone of recruitment, the field of customer success is roughly a decade or so old. However, the customer service organizations stick to their view to instant usage, technical or personal issues to resolve as soon as possible and prevent follow-ups. Return on Investment or ROI. Final Take.

Customer Service 10

Customer Service Employee engagement SaaS Best practices 10

SmartKarrot

NOVEMBER 3, 2020

A client services team acts as a liaison between a company and its customers. And a client services manager is the one leading this team. They are responsible for enhancing the productivity of this team. They need to make sure that the client services team is working optimally to meet the service demands. Using metrics.

Management 10

Management Customer centricity SaaS Metrics 10

SmartKarrot

SEPTEMBER 25, 2020

All other functions in a business – Marketing, Sales, Product management, etc., But with a growing importance of retaining a customer and maintaining a long-term relationship with them, a customer success team has become indispensable for a modern company. This feedback is of utmost importance to all other teams.

Customer retention 13

Customer retention Customer centricity Metrics Best practices 13

ChurnZero

JANUARY 26, 2021

This is the person whose budget funds your product. These are the directors, VP’s or other internal champions whose teams gain the benefits your product offers. Sofia Varga, Director of Recruiting. Alan Alda, Manager of Recruitment Marketing. Reduce regrettable team member attrition from 4% to 3% in 2021.

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

JUNE 21, 2022

Grow and manage a team with impact in mind, seeking to maximize ROI and value for customers. Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams. Build a team structure that is both efficient and creates growth opportunities for existing employees.

Enterprise 3

Enterprise SaaS Technical Support Accountability 3