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

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

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

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. . 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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClientSuccess

MAY 8, 2019

In May 2017, I joined the Icertis Customer Success (CS) Team as their first Customer Success Manager (CSM) and have just completed my second year. eBooks : Ultimate Guide to SaaS Customer Success Metrics. From : Himanshu Patel, Customer Success Manager. Company : Icertis. Location : Pune, India.

Management 56

Management Technical Support SaaS Metrics 56

Netomi

JANUARY 5, 2022

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Customer Service Leaders: Nate Brown.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Education Services Group

MAY 13, 2020

As the prominence of CS grew, and as more and more companies made the transition into the SaaS world, this role of trusted advisor emerged from these two very different sides of the business. A smaller, rapidly growing company is going to have a different environment than a well-established hardware brand just breaking into SaaS.

SaaS 52

SaaS Customer advocacy Sales Technical Support 52