ChurnZero

JANUARY 13, 2023

2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies. Ed Powers , principal consultant, Service Excellence Partners. They collect text and transcripts from multiple channels (Email, Slack, Zoom, etc.), It’s about time CS gets the same attention as sales.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Partner success will be a growing need in 2021. Processes, technologies, people (training and incentives) and channel management must now be aligned and integrated for Customer Success on a massive scale.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Pointillist

FEBRUARY 19, 2018

In this post, I will lay out why artificial intelligence is a game changer in CX, take a look under the hood at how AI is applied to CX, and explore use cases for how leading edge companies are already reaping benefits from AI applications in customer experience. Three Ways AI Is Being Applied to Improve Customer Experience.

Customer Experience 111

Customer Experience Analytics APIs Chatbots 111

Comm100

FEBRUARY 19, 2020

For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. Being transparent with your customers about this program and gamifying it can encourage them to spend more to reach that status. Recommended for you: Account Based Chat: Three Simple Ways to Boost Your ABM Program.

B2C 64

B2C B2B Advertising Accountability 64

Comm100

APRIL 27, 2020

Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise. Customer journey.

Automotive 59

Automotive CRM Upselling Customer centricity 59

Netomi

JANUARY 5, 2022

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

APRIL 23, 2019

The PCI-DSS is a global standard that was adopted by all payment card brands to apply to service providers and is set by the PCI-SSC. Having a vulnerability management program to protect software programs, systems and applications. Applying strong access control measures to prevent unauthorized employee access.

Best practices 159

Best practices Call Center Banking Contact Center 159

JivoChat

MARCH 20, 2022

B2C, B2B, SaaS (software as a service), physical products, services? Assess the risks and gains, and if you opt for dropshipping, choose carefully the companies you are going to partner with. . When you understand your potential customers, your marketing and sales strategies are much more likely to succeed.

Marketing 75

Marketing Sales B2C B2B 75

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Mature SaaS companies are generally more concerned with the elements of scaling customer success. Defining the role of partners in the customer success organization. Scaling sales capability with customer success.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Comm100

FEBRUARY 19, 2020

For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. Being transparent with your customers about this program and gamifying it can encourage them to spend more to reach that status. Recommended for you: Account Based Chat: Three Simple Ways to Boost Your ABM Program.

B2C 40

B2C B2B Advertising Accountability 40

SmartKarrot

JANUARY 13, 2022

Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption. own, supervise, and report on customer health and other critical metrics.

Best practices 19

Best practices Metrics B2B Accountability 19

Netomi

APRIL 7, 2023

This doesn’t even mention that their agents can be reached on many channels , 24/7, 365 days per year. ” When he was the CDO for TUMI , he focused on the long-term, lifetime relationship with the customer, not an immediate sale. Currently, 90% of responses on social channels are under 30 minutes.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

SmartKarrot

AUGUST 3, 2020

You will actively prospect your partner organizations and be the champion of Textio with the hiring teams and leaders you work with. Your primary focus will be on engaging with the global SaaS customers in activities that measure and drive satisfaction such as adoption, retention and future growth opportunities. Apply here: [link].

Finance 10

Finance CRM Upselling Accountability 10

SmartKarrot

AUGUST 28, 2020

Apply here: [link] Role: Customer Success Manager Location: Denver, Colorado, US Organization: FormAssembly As a Customer Success Manager, You will have to coordinate across Sales, Marketing, Services, Support, Product and other teams to lead customer success strategies for FormAssembly. Apply here: [link].

SaaS 10

SaaS Accountability Engineering Best practices 10

SmartKarrot

DECEMBER 23, 2020

Assist the Sales organization by expanding revenue in key accounts through cross-sell and upsell. Support the post-sales processes and collaborate with Sales, Delivery and Support leadership to improve the customer journey on strategic handoffs, while understanding customer needs or expectations.

Upselling 10

Upselling Enterprise Metrics Accountability 10

SmartKarrot

JUNE 22, 2021

Drive recurring revenue – by expediting post-sales placement, increasing renewal rates, and reducing customer churn. Gather and translate partner feedback into actionable items to help accelerate client growth and engagement. Partner with the commercial team to achieve retention targets across your customers.

Upselling 10

Upselling Metrics Feedback SaaS 10

SmartKarrot

MARCH 29, 2021

Director/Vice President, SaaS Customer Success Location: Reston, VA, US Organization: Resonate As a Sr. Apply here: [link] Role: Customer Success Manager Location: San Mateo, CA, US Organization: Openprise As a Customer Success Manager, you will become an Openprise platform and data management expert. Apply here: [link].

SaaS 10

SaaS Education Finance Best practices 10

SmartKarrot

JULY 15, 2021

Focus on key SaaS revenue goals. Establish programs such as Customer Success Management and referral program. Establish programs such as Customer Success Management and referral program. Identify the best revenue channels that provide the most effective revenue stream. Apply here: [link].

Enterprise 10

Enterprise Accountability SaaS Feedback 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. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Anika Zubair. Annette Franz. She is a growth leader who passionately follows the human-first approach. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Babelforce

NOVEMBER 30, 2022

Contact center KPIs should be interpreted and applied carefully to balance contact center efficiency with quality of customer experience. Call center blockage refers to the inability of a call center’s communication channels to handle a new incoming contact, either due to high incoming traffic or technical difficulties. Technology.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

SmartKarrot

NOVEMBER 2, 2020

As a SaaS company, customer retention is important for us to keep the flywheel active since existing customers are what keep every other process in our business self-sufficient.”. This is what’s worked for me: put up a loyalty program of some kind, where your returning customers are rewarded. Liam Pickard, Marketing Manager, Klood.

Customer retention 21

Customer retention Consulting Consulting Marketing 21