ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 109

SaaS Technical Support Benchmark Accountability 109

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

Amity

SEPTEMBER 6, 2018

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company. Be responsible for customer satisfaction.

Technical Support 75

Technical Support SaaS Accountability Sales 75

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.” Download the complete report.

Customer Support 98

Customer Support Technical Support B2B SaaS 98

Amity

OCTOBER 21, 2016

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company. Be responsible for customer satisfaction.

Technical Support 87

Technical Support SaaS Accountability Sales 87

CustomerSuccessBox

AUGUST 31, 2021

In a SaaS, measuring customer engagement allow you to get a comprehensive look at how your customer feels about your product. This is where a SaaS Customer Engagement model as an organizational process comes into the picture. This will make them accountable and together you can lead them to success. Low Touch Post Onboarding.

SaaS 59

SaaS Technical Support Feedback Accountability 59

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. No salesperson likes surprises, especially when trying to upsell within an account.

Technical Support 80

Technical Support Upselling Accountability SaaS 80

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 looks at CSM from the perspective of the tools and platforms CSMs need.

SaaS 48

SaaS Technical Support Customer centricity Sales 48

TeleDirect

DECEMBER 14, 2023

These agents are dedicated to you, which means supporting your business is their only job. This requires comprehensive account-specific training to help you reach your determined goals. We may recommend this approach during your slow season, for overflow, or if you have a customer service team that needs a little support now and then.

Call Center 62

Call Center Customer retention Technical Support Sales 62

ChurnZero

AUGUST 25, 2020

Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software. Previously Jay founded Customer Imperative, a consultancy focused on B2B SaaS, which eventually developed the Gain Grow Retain customer success leadership community.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Amity

DECEMBER 18, 2014

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company. Be responsible for customer satisfaction.

Technical Support 48

Technical Support SaaS Enterprise Accountability 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. No salesperson likes surprises especially when trying to upsell within an account.

Technical Support 59

Technical Support Upselling Accountability SaaS 59

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

Hodusoft

JULY 28, 2021

Accounting for total Cost of Ownership. Accounting for total cost of ownership throughout the lifecycle of a business phone system is one of the most important aspects of decision making. Nowadays, IP PBX is also available as a SaaS product. Understand Technical support tenure.

voip 52

voip Technical Support APIs SaaS 52

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Account priority & levels segmentation. Priority and Red Account management.

SaaS 66

SaaS Metrics Accountability Technical Support 66

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. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. As you can see, it’s a continuous process. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Nicereply

JULY 13, 2021

Peter Muir is the Manager of Technical Support at Dejero. Regis Eloi is the former Director of Customer Support at Salsify. They provide B2B SaaS solutions for brands and manufacturers globally. Susana de Sousa is the Senior Manager of Support at Loom.

B2B 98

B2B B2C SaaS Technical Support 98

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

CSM Practice

FEBRUARY 1, 2021

Doesn’t it make sense that for the customer to agree to the purchase, the account executive must have already collected this information and sold the customer on how your company’s solution will address their needs? Support resources (eg: technical support, CSM, knowledge base, etc.). Expectations. Product overview.

Technical Support 76

Technical Support Sales SaaS Metrics 76

Education Services Group

MAY 13, 2020

We may see Account Managers within the sales organization owning that relationship. 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. Maintaining customer advocacy at your core.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

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. No salesperson likes surprises especially when trying to upsell within an account.

Technical Support 57

Technical Support SaaS Upselling Accountability 57

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. Media: 8/20.

call center software 59

call center software Call Center First call resolution Technical Support 59

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Account priority & levels segmentation. Priority and Red Account management.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Account priority & levels segmentation. Priority and Red Account management.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Account priority & levels segmentation. Priority and Red Account management.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Account priority & levels segmentation. Priority and Red Account management.

SaaS 48

SaaS Metrics Accountability Technical Support 48

SmartKarrot

JANUARY 18, 2023

Role: Customer Success Manager Location: Nottingham, England, United Kingdom (Hybrid) Organization: Pacvue As a Customer Success Manager, you will make customers successful by providing high-quality technical support and service. Foster account growth/expansion via new products and markets. Apply here: [link].

Education 19

Education Revenue potential Technical Support Accountability 19

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHAT is SaaS Customer Success? Account priority & levels segmentation. Priority and Red Account management. Best practices.

SaaS 54

SaaS Metrics Accountability Technical Support 54

SmartKarrot

NOVEMBER 9, 2022

Expand the revenue in accounts through cross-selling and up-sell referrals. Role: Customer Success Manager Location: England, United Kingdom (Hybrid) Organization: mpro5 As a Customer Success Manager, you will build relationships with key contacts on your accounts and gain a deep understanding of their business needs.

Real estate 19

Real estate Consulting Consulting SaaS 19

Comm100

FEBRUARY 19, 2020

These are great VIPs for B2B businesses that provide a product or service that may not need to be purchased frequently, but that requires ongoing support. For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. Your Business Partners. Your Biggest Advocates.

B2C 64

B2C B2B Advertising Accountability 64

NobelBiz

MAY 25, 2023

When evaluating API documentation for a SaaS purchase decision, it’s important to look for clear and detailed documentation that covers all aspects of the API, including authentication, endpoints, parameters, and response formats. In addition to their past performance, inquire about the vendor’s ongoing support services.

call center software 98

call center software Call Center APIs Contact Center 98

SmartKarrot

AUGUST 3, 2022

Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams. Drive growth in Infogrid’ installed base of customers through the strategic engagement of lighthouse accounts deepening the use of Infogrid SaaS platform to increase.

Technical Support 19

Technical Support Accountability Enterprise SaaS 19

ChurnZero

OCTOBER 22, 2020

Integration with voice of the customer and account-based marketing platforms will help with these goals. These solutions are also relevant to companies with customer experience programs, and can be used to fill the gaps within their existing sales, marketing and customer support processes.”. Not to mention the maintenance.

CRM 59

CRM Customer retention Technology Best practices 59

CustomerSuccessBox

JANUARY 18, 2022

Distinguishing accounts based on value and revenue growth allows you to engage them better and keep them satisfied. There are many analytics and CS tools to help SaaS-based enterprises analyze customer end-user usage behavior. They grew 300% in a single year and their customer success department had to keep up with the growing demand.

Self service 52

Self service Enterprise Analytics Technical Support 52

CSM Magazine

FEBRUARY 19, 2024

This technological leap has not only increased the efficiency of these services but also broadened the scope of what call centers can accomplish, from handling basic inquiries to providing complex technical support and customer relationship management.

outsourcing 52

outsourcing Call Center Government Telecommunications 52

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? If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. You don’t have a process.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57