CSM Magazine

JUNE 25, 2024

Left-to-right: Vignesh Girishankar, Srikrishnan Ganesan, Deepak Balasubramanyam, Rocketlane Rocketlane champions professional services teams, the OGs of after sales experts, with an all-in-one AI powered platform to deliver the promise of sales and removes siloed project management and inefficiencies.

Sales 52

Sales CRM SaaS Enterprise 52

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

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers. S aaStr Annual 2020 Date: March 10 – 12, 2020 Location: San Francisco Bay Area.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). Your sales and service teams are aligned with homogenous information about customers.

Sales 69

Sales Customer Service Upselling CRM 69

ClientSuccess

JUNE 22, 2020

In 2020, it seems as though there is a technology solution for everything – especially for SaaS organizations and teams. Given the name, it is interesting that CRM is mostly associated with pre-sales and sales activities and not post-sale activities.

CRM 64

CRM Sales Management SaaS 64

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. In 2020, that customer-centric approach is more vital than ever. Gary Williams is the Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic.

Interactive Voice Response 363

Interactive Voice Response Customer centricity Consulting Consulting 363

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

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. Ensure you have “real” buy-in.

B2B 78

B2B Feedback Consulting Consulting 78

ClientSuccess

MAY 26, 2020

There is no doubt that the first half of 2020 didn’t pan out quite as planned. Nearly every single SaaS organization was forced to switch to fully remote operations over the last few months, moving everything from product to sales to, yes, customer success online.

SaaS 69

SaaS Government Personalization Accountability 69

CustomerSuccessBox

MARCH 25, 2021

You’ve spent considerable time creating various marketing and sales funnels to convince your customer how your product can solve their problems. They’ve moved down your marketing and sales funnel and have finally invested in your software. . Financial Mathematics of a SaaS business model. What’s next? So why do we do that?

Customer retention 52

Customer retention SaaS B2B Upselling 52

ClientSuccess

NOVEMBER 24, 2020

No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Interested in learning more? Check out these resources: .

SaaS 113

SaaS Finance Metrics CRM 113

Cisco - Contact Center

JUNE 18, 2020

Our second major acquisition was CloudCherry, which resulted in Webex Experience Management , our first experience management SaaS solution that enables companies to do meaningful analyses of their customers’ feedback and journey experiences to improve business outcomes such as Net Promoter Score and customer lifetime value. Focus on AI.

Contact Center 119

Contact Center Enterprise contact center solutions Cloud contact 119

ShepHyken

FEBRUARY 18, 2020

Confirmit’s recent report indicates that a very small number of businesses expect their investment in CX to increase in 2020. Improving your NPS rating alone will not necessarily lead to an increase in sales. The first step in any customer relationship should be about building that trust.

Big data 310

Big data SaaS Employee engagement Customer Experience 310

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Jignesh Thakkar (@socialjignesh) September 22, 2020. . Himanshu Rauthan | #StayAtHome | #INBOUND2020 (@himanshurauthan) September 22, 2020. . Alexis Rogers (@alexismrogers) September 22, 2020.

SaaS 59

SaaS Metrics Best practices Customer retention 59

JustCall

MARCH 26, 2020

Based on reviews from over 120 businesses, the G2 ‘High Performer’ 2020 label comes as a feather in the cap for us, at JustCall. . SaaS tools and products simplify and streamline operations for enterprises. G2 High Performer Spring 2020. The High Performer Spring 2020 is a great feat for our team, at JustCall.

CRM 59

CRM Enterprise SaaS Contact Center 59

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. C S and Sales strengthen their bond. .

Chief Customer Officer 80

Chief Customer Officer Sales SaaS Customer centricity 80

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. Winning the 2020 Technology Challenge. Winning the 2020 Technology Challenge. What more features you can avail of?

Interactive Voice Response 69

Interactive Voice Response Biotechnology Analytics call center software 69

Totango

MAY 27, 2022

Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. Sales conversion: use of the freemium product motivates the customer to upgrade to a premium version.

SaaS 123

SaaS Customer retention Sales Marketing 123

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

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Upselling 64

Upselling Accountability Enterprise Metrics 64

SmartKarrot

APRIL 13, 2020

SaaS companies have transformed the way global businesses work. Ever since its inception in the 1960s, SaaS has evolved from a mere time-sharing system to innovative and efficient applications that can be accessed on multiple computers. In this blog we’ll talk about SaaS business and top 50 SaaS companies in 2020.

SaaS 19

SaaS Engineering APIs Analytics 19

ChurnZero

OCTOBER 6, 2020

That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards. We’re excited to recognize Sendoso as the winner of the Onboarding Category for the 2020 ChurnHero Awards! Advocacy Hero – Sales Boomerang . The Award Categories.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. There are many things we wish we could have predicted for 2020.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. Matt Wallace (@wall_ace_m) June 10, 2020. . “ #SaaS business models are evolving in the performance economy. Ordway (@ordwaylabs) June 10, 2020. ChurnZero (@churnzero) June 11, 2020.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

ChurnZero

DECEMBER 9, 2020

SaaStr Scale 2020 took place earlier this week online and brought together the best leaders from Sales, Marketing, Customer Success, and the top SaaS CEOs to share their secrets to $1B and beyond. SaaStr (@saastr) December 8, 2020. . Jason BeKind Lemkin (@jasonlk) December 9, 2020. .

SaaS 98

SaaS Sales Marketing 98

ChurnZero

SEPTEMBER 8, 2020

Into SaaS ? Toon Vanagt: wearing a mask & physical distancing (@Toon) September 2, 2020. Toon Vanagt: wearing a mask & physical distancing (@Toon) September 2, 2020. Types of companies that aren’t easy: vision-led, sales-led & committee-led. Amanda Connon-Unda (@samplingculture) September 2, 2020. .

SaaS 90

SaaS Upselling Customer centricity Education 90

aircall

JUNE 28, 2022

They had the idea of creating SaaS softwares for all the key tools that businesses use, including email, media monitoring, professional credit cards, and phone calls. Our sales team started to call every single customer we had to make them add a user or a number. . real headquarter for Aircall—not only a remote sales office.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

Satrix Solutions

MARCH 11, 2021

No matter what B2B industry you’re part of, be it SaaS, Management Consulting, Manufacturing, or another, almost every company monitors the competitive landscape and changes that are shifting around them. Collecting Competitive Intelligence in the Sales Process. Did a new competitor that you weren’t aware of show up in a sales process?

B2B 78

B2B Sales SaaS Feedback 78

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. Then, we’ll review how the freemium model has emerged as the optimal way to introduce prospects to SaaS products.

SaaS 96

SaaS Journey mapping Best practices Customer advocacy 96

Education Services Group

NOVEMBER 7, 2019

The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. First, from a CS perspective, what are the most important metrics that organizations should look at as they work through their 2020 planning? Fall is in the air!

Metrics 45

Metrics Marketing Finance Surveys 45

Education Services Group

JULY 15, 2020

We all know that 2020 has been quite the year. They took a look at subscription companies versus non-subscription companies, and they wanted to see how much they reduced their sales forecast between now and the end of the year in those two categories. In the long term, Customer Success becomes inextricably connected with SaaS.

Automotive 52

Automotive SaaS Best practices Sales 52

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Watch this webinar to cover: A deep dive on 2020 SaaS retention benchmarks and the impacts the pandemic has had. Overview of the current B2B SaaS market and valuation drivers. Overview of the current B2B SaaS market and valuation drivers.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

ClientSuccess

APRIL 28, 2021

As the VP of Customer Success, Kristi will oversee the entire post-sales customer journey and customer experience, including leading the customer success, consulting, and support teams. Kristi has also been recognized by SuccessHACKER as a 2020 Top 25 Customer Success Influencer and by HigherLogic as a 2021 Engagement Expert.

SaaS 59

SaaS B2B Customer retention Consulting 59

SmartKarrot

SEPTEMBER 11, 2020

SaaStr is the world’s largest community of SaaS founders and executives. SaaStr 2020, however, has turned out to be different from all their previous events. SaaStr 2020 was cancelled because of the COVID-19 pandemic. Through this graph, we can see the impressive growth rate of SaaS industry.

SaaS 10

SaaS Upselling Metrics Marketing 10

CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. On the contrary, a low-touch customer success model is one that involves little to zero human contact with customers during the post-sale phases. .

SaaS 52

SaaS Upselling Metrics CRM 52

ClientSuccess

APRIL 28, 2021

As the VP of Customer Success, Kristi will oversee the entire post-sales customer journey and customer experience, including leading the customer success, consulting, and support teams. Kristi has also been recognized by SuccessHACKER as a 2020 Top 25 Customer Success Influencer and by HigherLogic as a 2021 Engagement Expert.

SaaS 54

SaaS B2B Customer retention Consulting 54

ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard.

SaaS 59

SaaS Accountability Sales Management 59