Totango

JANUARY 22, 2024

. – Chris Dishman, SVP of Customer Success, Totango Expansion will become a top growth driver for recurring revenue companies For a while, expansion has been overlooked as a driver of SaaS growth. For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Amity

OCTOBER 3, 2016

Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. There are all kinds of technical, organizational, and user adoption risks that need to be addressed. Your company understands your SaaS system inside and out because you conceived and built it BUT the customer does not.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

SmartAction

MARCH 1, 2022

What is Software as a Service (SaaS)? Software as a Service (SaaS) is a term many of us have heard. Within the SaaS model, there are two types of SaaS. Within the SaaS model, there are two types of SaaS. Vertical SaaS is a software as a service focused on a specific industry. Scalability is simple.

Management 72

Management SaaS Virtual Agent Automotive 72

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Why are Sales to CS handoffs a tricky stage? The first step after a sale is successful is onboarding.

Sales 52

Sales Engineering Upselling Customer retention 52

TeleDirect

DECEMBER 14, 2023

To provide the best customer experience possible and to turn calls into leads into sales. In addition to boosting your ROI through increased sales, customer acquisition and retention, you will also gain additional revenue by lowering your overhead costs. In other ways, it’s less concrete and slightly more complicated. The result?

Call Center 62

Call Center Customer retention Technical Support Sales 62

Kayako

DECEMBER 22, 2016

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. SaaS companies and support teams. It’s confusing!

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

TeamSupport

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” And failure to deliver adequate support can negatively influence the same.

Customer Support 98

Customer Support Technical Support B2B SaaS 98

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers. There are all kinds of technical, organizational, and user adoption risks that need to be addressed. Pam: At this juncture, you are no longer trying to “make the sale”.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

Amity

SEPTEMBER 5, 2018

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. It’s a well-oiled machine – but is it perfect?

Technical Support 80

Technical Support Upselling Accountability SaaS 80

Help Scout

SEPTEMBER 2, 2021

In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more about service experience. In our examples below, we’ve chosen to use a SaaS (software as a service) product that helps users build and design websites.

Technical Support 103

Technical Support Engineering APIs Education 103

CSM Practice

FEBRUARY 1, 2021

If the handoff from sales to customer success is done properly, most of this information will be available to you. In fact, I recommend that for sales to complete the handoff they must provide this information in a pre-agreed upon the way. Support resources (eg: technical support, CSM, knowledge base, etc.).

Technical Support 76

Technical Support Sales Metrics SaaS 76

SmartKarrot

FEBRUARY 15, 2022

Success in SaaS is not as easy as it seems. Boosting sales and acquiring customers will not be sufficient. How to Use Webinars to Supercharge SaaS Customer Success? . Need support at their convenience. This may require more support and help with regard to timings. Users are usually distributed across the globe.

SaaS 10

SaaS Education Upselling Technical Support 10

Education Services Group

MAY 13, 2020

Regardless of your organizational structure – whether CS rolls up to sales, operations, or you have your own discreet organization within the business, it is critical to demonstrate how CS influences growth and impacts costs. We may see Account Managers within the sales organization owning that relationship.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

SmartKarrot

SEPTEMBER 24, 2020

To understand the SaaS business growth, let’s take a quick look at the SaaS history through this analogy. But with the advancement of SaaS, the growth model has changed drastically. So, for the SaaS business growth, the builder’s goal is to a) rent-out as many apartments as possible. It is easy to get lost in all of them.

SaaS 10

SaaS Customer retention Construction Accountability 10

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. On the support side, our representatives track first call resolution rates, CSAT Scores (via Zendesk), and missed call volume. A Category Breakdown. Aircall was recently ranked the No.

call center software 59

call center software Call Center First call resolution Technical Support 59

Nicereply

FEBRUARY 22, 2023

There, I excelled in fixing every receipt printer, mobile Point of Sale iPad, and cash register on the sales floor. I started browsing technical support roles on Craigslist and Indeed and eventually found a part-time ecommerce support role. I then moved to Nordstrom for two years in customer service.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

Nicereply

JULY 13, 2021

For this article, I spoke with six customer support and success leaders from various industries with different product offerings so they can share techniques you can use to make your team successful. Peter Muir is the Manager of Technical Support at Dejero. Regis Eloi is the former Director of Customer Support at Salsify.

B2B 98

B2B B2C SaaS Technical Support 98

Amity

MARCH 5, 2014

CRM technology was positioned as organizing, automating and synchronizing sales, marketing, customer service and technical support. If you are a SaaS 2.0 Recently I was looking for two services – a proposal management and an email sales productivity offering. Existing tools were not built to match your use case.

CRM 48

CRM SaaS Technical Support Sales 48

Amity

JULY 25, 2016

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. It’s a well-oiled machine – but is it perfect?

Technical Support 59

Technical Support Upselling Accountability SaaS 59

Hodusoft

JULY 28, 2021

Nowadays, IP PBX is also available as a SaaS product. Understand Technical support tenure. Make sure the vendor has a qualified technical support team not only a sales engineer. You are likely to need support post installation and throughout the product’s lifecycle. . Assess your internet connection.

voip 52

voip Technical Support APIs SaaS 52

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. What Are SaaS Tools? Marketing and sales.

SaaS 71

SaaS CRM Advertising Analytics 71

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

ClientSuccess

OCTOBER 2, 2019

These individuals have long been specialists outside of new business sales teams. The role is present in many businesses, but its goals are based on sales quotas, rather than an intimate knowledge of the metrics tied to a customer’s position in the marketplace. Customer Success Validates the Success of Others.

Accountability 47

Accountability Management Upselling SaaS 47

CSM Practice

FEBRUARY 1, 2021

If the handoff from sales to customer success is done properly, most of this information will be available to you. In fact, I recommend that for sales to complete the handoff they must provide this information in a pre-agreed upon the way. Support resources (eg: technical support, CSM, knowledge base, etc.).

Technical Support 40

Technical Support Sales Metrics SaaS 40

ClientSuccess

FEBRUARY 21, 2017

Salesloft is one of the fastest growing startup companies in SaaS today, due in no small part to Katie’s attention to detail and her wealth of knowledge in the customer success space. As the 7th SalesLoft employee, Katie has seen customer success scaling first hand from a small company to the fast-growth SaaS organization SalesLoft is today.

SaaS 40

SaaS Technical Support Sales Engineering 40

Amity

MARCH 3, 2014

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. It’s a well-oiled machine – but is it perfect? It’s probably pretty close.

Technical Support 57

Technical Support SaaS Upselling Accountability 57

SmartKarrot

NOVEMBER 9, 2022

You will serve as project manager and leader for cross-functional initiatives such as standing up a CS/Sales qualified lead engine process, building out a retention strategy for the individual Loan Officer and Real Estate customers, and developing a feedback forum for product development initiatives rooted in the voice of the customer.

Real estate 19

Real estate Consulting Consulting Technical Support 19

SmartKarrot

JANUARY 5, 2023

Manage all post-sales activity and enterprise customers through strong relationship-building, product knowledge, planning and execution of their bespoke customer success plan. Identify and qualify cross-sell and up-sell opportunities and work with the sales teams to grow revenue from existing customers. Apply here: [link].

SaaS 19

SaaS Technical Support Enterprise Feedback 19

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

APRIL 3, 2023

As a Customer Success Director you’ll have a chance to join a highly prominent, rapidly growing SaaS cloud startup. To align on strategy and drive positive business outcomes, closely collaborate with senior peers in different functional areas of the company, such as Sales, Professional Services, Partner Success, etc.

Technical Support 19

Technical Support Accountability SaaS Coaching 19

SmartKarrot

AUGUST 3, 2022

Drive growth in Infogrid’ installed base of customers through the strategic engagement of lighthouse accounts deepening the use of Infogrid SaaS platform to increase. Work closely with Sales Management to align on adoption and expansion strategies, renewal forecasting, coverage plans, and account opportunities (i.e.

Technical Support 19

Technical Support Accountability Enterprise SaaS 19

LiveChat

APRIL 18, 2017

That’s an acceptable approach: it doesn’t matter how you call this department; just give your customers the service, care, and support they need. However, if we’re getting into details, there is a difference between the terms support and service. Customer support seems to be a more modern term used for the same department.

Customer Support 55

Customer Support Customer Service Technical Support Consulting 55

ChurnZero

OCTOBER 22, 2020

If your Sales team needed a CRM, you wouldn’t expect it to be built in-house – they’d purchase Salesforce. According to the report, “Customer Success Management (CSM) systems have a high benefit rating for companies that need to improve and automate post-sales processes, including onboarding, adoption, renewal processes, and churn mitigation.

CRM 59

CRM Customer retention Technology Best practices 59

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

JivoChat

AUGUST 23, 2021

Total sales by US Shopify merchants exceeded $5 billion in 2020 and grew by 76% in that year alone. Like most SaaS platforms, Shopify offers subscription-based pricing for their software. Using the platform, retailers can set up online stores or physical store locations via a point-of-sale (POS) app and accompanying hardware.

Enterprise 52

Enterprise Sales B2B B2C 52

SmartKarrot

APRIL 3, 2023

As a Customer Success Director you’ll have a chance to join a highly prominent, rapidly growing SaaS cloud startup. To align on strategy and drive positive business outcomes, closely collaborate with senior peers in different functional areas of the company, such as Sales, Professional Services, Partner Success, etc.

Technical Support 15

Technical Support Accountability SaaS Coaching 15

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98