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

JustCall

MARCH 16, 2021

Yet again, we are super proud to announce that JustCall ranked Number 8 on the Deloitte Technology Fast 50 India, 2020 ! About Deloitte Deloitte Tech Fast 50 India Awards, 2020. He said, "We're really thankful to our customers for their continuous support in our journey towards building the best customer experience platform.

Interactive Voice Response 69

Interactive Voice Response Biotechnology Analytics call center software 69

ChurnZero

SEPTEMBER 8, 2020

Since you might not have gotten the chance to carve out two full days from your schedule to listen in on the sessions, here’s our recap of the top ten Customer Success takeaways from the event. . . Into SaaS ? Toon Vanagt: wearing a mask & physical distancing (@Toon) September 2, 2020. Calculating churn can be tricky.

SaaS 90

SaaS Upselling Customer centricity Education 90

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

JustCall

NOVEMBER 8, 2023

SaaS Labs is one of Deloitte’s Technology Fast 500 companies in North America – for the second time in a row. Notably, SaaS Labs achieved a 631% percent growth during this period. Not only that, in 2020 , we made our mark on a global scale, securing the #59 spot in Software on the Fast 500 APAC list.

SaaS 52

SaaS Technology Telecommunications Customer centricity 52

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. We will be hosting this one-day event in Washington DC on October 8, 2020. I hope you can join us in October 2020. Let me answer a few questions: What does “BIG RYG” mean?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

ProProfs Blog

AUGUST 19, 2020

Before we jump into anything else, let us first explore the definition of customer service standards. Such service standards can help you establish a business culture around ‘customer-centricity,’ and they often act as holy guidelines for your customer service representatives. to keep on priority.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Satrix Solutions

JANUARY 24, 2022

Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform. Looking back now, it is easy to see that a change in customer priorities began in the early days of the pandemic in 2020, when the surge in distributed workforces and e-commerce began.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ProProfs Blog

JULY 10, 2019

The customers demand greater efficiency, so businesses compete to deliver it. According to Customers 2020: A Progress Report by Walker , consumers will consider customer service to be more important than product and pricing by 2020. Technology plays a major role in the future of customer support.

Technology 79

Technology Customer Service SaaS Customer Support 79

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

APRIL 8, 2020

After all, whether you like to admit it or not, customers tend to trust their peers much more than your brand. Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . Before we go any further, what exactly is customer advocacy?

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Customer advocacy Journey mapping SaaS Gamification 81

ChurnZero

OCTOBER 6, 2020

Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

Mindtouch

NOVEMBER 20, 2018

This is evidenced by the emergence of titles such as Chief Customer Experience Officer. A similar boom is happening in Customer Success Management, an industry born out of the rise of B2B Software as a Service (SaaS). Both exist to increase value for customers and the company. Use automation to assist human interactions.

Self service 80

Self service B2B SaaS Customer centricity 80

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Our favorite content from Chip : Nurturing Perennial Customers.

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Customer Experience Customer Service Consulting Consulting 98

ClientSuccess

FEBRUARY 3, 2020

SILICON SLOPES, UTAH – February 3, 2020. Today, ClientSuccess announced JD Nyland as the Senior Vice President of Product to help drive the company’s strategic growth and deliver customer success solutions at scale. I’m thrilled to welcome JD to the team as he’s the most customer-centric product leader in SaaS.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

ClientSuccess

FEBRUARY 3, 2020

SILICON SLOPES, UTAH – February 3, 2020. Today, ClientSuccess announced JD Nyland as the Senior Vice President of Product to help drive the company’s strategic growth and deliver customer success solutions at scale. I’m thrilled to welcome JD to the team as he’s the most customer-centric product leader in SaaS.

SaaS 52

SaaS Customer centricity Analytics Best practices 52

Pointillist

FEBRUARY 19, 2018

“By 2020, 85% of customer interactions will be managed without a human” – Gartner. Today’s customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. By Will Thiel.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

Hello Customer

NOVEMBER 27, 2020

Ghent-based Hello Customer ranks among Belgian’s leading tech companies. Deloitte has included this SaaS company, which collects customer feedback and analyses it using artificial intelligence, in their prestigious ranking, the Fast 50 Belgium. About Deloitte's 2020 Technology Fast 50.

Entertainment 52

Entertainment SaaS Finance Customer centricity 52

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. He had me at “hello.”.

Chief Customer Officer 56

Chief Customer Officer SaaS Customer centricity Contact Center 56

TeamSupport

AUGUST 17, 2020

On August 13, 2020, co-founder and CEO, Robert C. I tend to gravitate to service type SaaS companies that provide valuable products and tools to enable our customers to solve problems and that provide meaningful impact on their businesses. I look forward to engaging personally with each of our customers in the coming months.

B2B 59

B2B SaaS Customer centricity Marketing 59

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. He had me at “hello.”.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer centricity Contact Center 52

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . 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. Analyzing performance for 2020 forecasting. Customer Success operations planning.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

CustomerSuccessBox

APRIL 5, 2022

I’m a buyer too, the customer experience influences my buying decisions, and why not others right? With a software as a service (SaaS) model, it’s just not enough to initiate the one-time sales and be done with it. It takes continuous renewals and a need to increase customer lifetime value as well. Let’s imagine a scenario.

SaaS 52

SaaS Customer centricity Metrics Customer retention 52

CustomerSuccessBox

DECEMBER 6, 2021

He is a complete customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement. Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CSM Magazine

APRIL 28, 2021

Mads Fosselius, CEO of Dixa commented: “Our mission has always been to build a platform for companies that love their customers. The US is the most customer-centric market in the world, but it has been held back by customer interaction technology being developed in silos and not brought together at the point of interaction.

Marketing 52

Marketing Customer Service Customer Experience Abandon rate 52

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Customer Success will grow businesses. And that they did.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. Now more than ever Customer Success is essential to the long-term success of your entire organization. CRM s and Customer Success Platforms are no exception.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

ChurnZero

JANUARY 17, 2020

What’s important is collecting data that will help you truly understand your customer and their needs and goals. On Accurately Organizing Customers . CSMs know that not all customers are created equally. In the world of B2B SaaS, not all accounts can be treated the same way. Customer Success Around the Web.

Best practices 72

Best practices Upselling Accountability SaaS 72

ChurnZero

AUGUST 30, 2019

In this session, You Mon led the discussion around why churn is the number one enemy against scaling your SaaS business (other than your culture and leadership). Video] All of Your SaaS Questions Answered. Rules have changed in #saas Respect your customer. saas #saastrscale #scaleups. Q&A happening now!

SaaS 40

SaaS Customer centricity Sales Metrics 40

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.

Automotive 59

Automotive CRM Upselling SaaS 59

ChurnZero

MARCH 20, 2020

The recent evolution of Customer Success, compounded by its intersection (and overlap) with more established functions, such as Account Management and Customer Support, creates an ambiguous amalgam of desired skills and competencies—turning idealized moderation into a murky mix. . Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT.

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SaaS Customer centricity Finance Scripts 40

CSM Practice

JULY 20, 2020

Abby Hammer, 2020). For Abby, it’s also crucial for us to continuously have the right cadence with the customers, ask the right questions, and talk about values that we could bring that are relevant and helpful to them. As part of the customer success team, consider whether the content of your message is meaningful to your customers.

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Chief Customer Officer Customer centricity Analytics Consulting 52