Mindtouch

MARCH 14, 2017

Case in point, MindTouch is honored by its customers sharing their customer experience so enthusiastically that MindTouch is named a Top Rated Customer Experience Management Platforms in 2017 from TrustRadius! The post Top Two Secrets to Customer Success in SaaS appeared first on MindTouch Blog.

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SaaS Customer advocacy Self service Best practices 77

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

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SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Amity

JANUARY 27, 2017

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition.

B2B 57

B2B SaaS Accountability Customer Support 57

Customer Service Life

MARCH 24, 2018

So what did I do to come up with three lessons for 2017? In 2017, I finally openly discussed my feelings with other contact center professionals — 14 of them to be exact. So those are my three lessons from 2017. The post The Top 3 Lessons I Learned in 2017 appeared first on Customer Service Life. Here they are.

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Coaching Contact Center Chatbots SaaS 60

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. Self-Service for Timeless Customer Support .

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Customer Experience Scripts Self service outsourcing 166

AWS Machine Learning

OCTOBER 16, 2024

In this post, we highlight how the AWS Generative AI Innovation Center collaborated with SailPoint Technologies to build a generative AI-based coding assistant that uses Anthropic’s Claude Sonnet on Amazon Bedrock to help accelerate the development of software as a service (SaaS) connectors. Here is the API spec provided between the XML tags.

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SaaS APIs Construction Accountability 90

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. billion in 2017 at a compound annual growth rate of 20.8%. In 2017 more than 1,500,000 customer feedback responses were analysed using Lumoa.

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Analytics Marketing Customer Experience Telecommunications 113

Influitive

FEBRUARY 16, 2017

In the hyper-competitive world of SaaS products, building relationships with your existing customers is just as important as acquiring new ones—if not more so, since your customers can easily jump from one product to the next if they aren’t satisfied.

Marketing 61

Marketing B2B SaaS Sales 61

VHT

SEPTEMBER 18, 2018

Software as a Service (SaaS) callback is a system that enables customers to request a call back from a service provider at a later time. With SaaS callback —unlike traditional callback systems—the software is deployed in the cloud and is hosted by a third party. What are the Benefits of SaaS Callback for Service Providers?

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SaaS Morale Contact Center Call Center 48

teleopti

OCTOBER 9, 2018

Maailmanlaajuinen resurssienhallintaratkaisujen (WFM) tarjoaja Teleopti tiedotti tänään saavuttaneensa kärkisijan asiakastyytyväisyydessä DMG Consulting LLC:n tekemässä vuoden 2017 WFM Product and Market Report -raportissa.

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SaaS Consulting Consulting Marketing 48

Amity

DECEMBER 12, 2017

“Customer Success must be a core discipline of SaaS startups from the very first day. Stay in the know when it comes to where Customer Success is heading, and stay proactive in getting to where you should be 12 months from now. 10 Lessons for Your Startup Customer Success Gameplan with Paul Philp. ► 50 minutes webinar. ►

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SaaS Metrics Personalization Feedback 67

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. SIIA’s 2017 Business Technology CODiE Award winners are some of the most innovative products impacting businesses across the world. “We

Management 40

Management SaaS Best practices Metrics 40

Aspect

JANUARY 3, 2018

The annual revenue for Amazon Web Services is expected to be about $18 billion in 2017, following recent growth of about 50% per year. The benefits of Software as a Service (SaaS) available from the cloud are inescapable, whether you are operating a contact center or an accounting firm. That’s always a big deal.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

AskNicely

JANUARY 17, 2017

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. Keep an eye out for some exciting new product updates coming out in Q1 2017 – we’ll be announcing these in the next few weeks. Join us at SaaStr 2017. You need to be regularly assessing how your customers feel. Updated Slack integration.

Feedback 79

Feedback Surveys SaaS Marketing 79

DMG Consulting

MARCH 8, 2019

DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% at the end of 2016 (July 2017).

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

CafeX

DECEMBER 12, 2017

Collaboration is key in bringing products to market: when customer needs are the focus, teams have common goals, and the workplace is diverse, everybody wins. Here are 3 takeaways for those unable to attend.

SaaS 48

SaaS Marketing 48

ProProfs Blog

AUGUST 19, 2020

For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . to keep on priority.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

ChurnZero

DECEMBER 18, 2018

ChurnZero Named Overall SaaS Category Winner in 2018 APPEALIE Awards. APPEALIE has announced the winners of the 2018 SaaS Awards. 23 SaaS apps were recognized for their demonstrated excellence and customer delight. Winning SaaS platforms included ChurnZero, Ceridian, Drift, Hubspot, New Relic, Slack, and Zapier.

SaaS 40

SaaS Surveys Marketing Feedback 40

LiveChat

JUNE 23, 2017

The SAAS industry has experienced continuous growth over the years and is only going to grow bigger. The public cloud market alone is expected to be worth more than $100 billion in 2017 , according to Statista. And you’ll need to exceed your sales goals to become part of the more successful and established SAAS companies.

SaaS 38

SaaS Sales Best practices Enterprise 38

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. million round of financing led by Grotech Ventures in 2017.

SaaS 98

SaaS Metrics Sales Marketing 98

ClientSuccess

FEBRUARY 3, 2020

As SVP of Product, JD comes to ClientSuccess with a proven track record of building award-winning SaaS solutions at Adobe, Omniture, InMoment, and Move Networks. He brings deep industry knowledge of large-scale SaaS solutions, with a relentless commitment to driving customer success through product innovation.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

ClientSuccess

FEBRUARY 3, 2020

As SVP of Product, JD comes to ClientSuccess with a proven track record of building award-winning SaaS solutions at Adobe, Omniture, InMoment, and Move Networks. He brings deep industry knowledge of large-scale SaaS solutions, with a relentless commitment to driving customer success through product innovation.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Often, we relate the onboarding with SaaS companies, when talking about onboarding, but it’s not a necessity. To get started, check this detailed guide to SaaS onboarding.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

AskNicely

JANUARY 17, 2017

2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. Keep an eye out for some exciting new product updates coming out in Q1 2017 – we’ll be announcing these in the next few weeks. Join us at SaaStr 2017. You need to be regularly assessing how your customers feel. Updated Slack integration.

Feedback 60

Feedback Surveys SaaS Marketing 60

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Drive Revenue with Great Customer Experience, 2017 – Forrester Research. Digital Customer Experience Trends, 2017 – Forrester Research. The ROI of SaaS – Forrester Research. Happy reading!

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

ChurnZero

SEPTEMBER 23, 2022

Between 2017 and 2022, the venture capital & principal trading market in the US grew at an annualized rate of more than 11%. Learn how to use customer education to drive product adoption that lasts in our blog, “ Customer education in SaaS: How to grow user competence, confidence, and capacity for change.”

Education 98

Education SaaS Customer centricity Customer retention 98

Amity

DECEMBER 19, 2016

How Top SaaS Companies Use Customer Success to Answer Their Biggest Marketing Problems by Tia Fomenoff. If there's any topic you'd like to learn more about, let us know and we'll make sure to add it to our 2017 list. Putting the "Marketing" in Customer Success - Beyond the Perfect Email by Nerissa martin.

SaaS 0

SaaS Best practices Marketing Management 0

ChurnZero

AUGUST 25, 2020

H e subsequently served as SVP/GM of the SteelBrick business unit until May 2017 when he left to refocus on entrepreneurial adventures. Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Kayako

NOVEMBER 15, 2017

All companies should act like my new gym…but it’s particularly important in the world of SaaS. With subscription models ruling the waves in SaaS, our customers are only ever a few clicks away from joining competitors. According to the broadest surveys of the SaaS space , 5-7% annual churn is a respectable figure.

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SaaS Real estate Engineering Sales 73

delighted

SEPTEMBER 8, 2021

He has worked at diverse organizations from startups to Fortune 50 companies, including B2B SaaS, B2C subscription, and D2C e-commerce. In 2017, he completed Seth Godin’s AltMBA focused on strategic leadership. He has managed customer success, inside sales, customer support/service, and quality assurance teams.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

Amity

FEBRUARY 27, 2017

To continue the CSoT (Customer Success of Things) blog series and as we onboard 2017 with new resolutions to transform our habits, let’s keep in mind our digital transformation context and take a Darwinian look at the role of customer success to facilitate this exciting evolution.

SaaS 59

SaaS Enterprise Big data Technology 59

Eptica

NOVEMBER 14, 2018

Author: Pauline Ashenden - Marketing Manager Lenka Stoklaskova joined Eptica as a Customer Success Manager in November 2017. Categorie(s): News Best Practice Trends & Markets Lenka Stoklaskova joined Eptica as a Customer Success Manager in November 2017. Published on: November 14, 2018. What does a Customer Success Manager do?

Best practices 62

Best practices SaaS Feedback Marketing 62

ChurnZero

JANUARY 26, 2021

Policy decisions, aversion to change, uncoordinated resources and third-party systems are just a few of the examples of items outside of your direct control as a SaaS provider and a CSM. In Enterprise SaaS, this process begins during the late stages of the sales cycle before a contract is even signed. The Customer Success Battle Plan.

Management 98

Management Chief Customer Officer Upselling SaaS 98

AWS Machine Learning

NOVEMBER 24, 2023

This pattern is particularly trending with independent software vendors (ISVs) and software as a service (SaaS) ISVs due to their unique way of representing configurations through code and the desire to simplify the user experience for their customers. A track record of success spanning multi-platform enterprise software and SaaS.

APIs 117

APIs Engineering SaaS Enterprise 117

Callminer

APRIL 23, 2019

According to one Verizon study from 2017, 4 out of 5 businesses are not payment compliant. Any of these actions can be detrimental to businesses with non-compliance issues. The Need to Implement or Improve PCI Call Recording & Transcription Compliance. Lack of compliance puts businesses at an incredible risk.

Best practices 159

Best practices Call Center Banking Contact Center 159

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 45

SaaS B2B Upselling Engineering 45