CSM Magazine

APRIL 22, 2025

Execution OS is designed to create revenue from raw data and is built around two key engines: The Analysis Engine ingests a company’s CRM, sales calls, meeting transcripts, campaigns, and customer interactions to detect what’s working and why, across messaging, personas, and channels. ” The OneShot.ai

Engineering 52

Engineering Enterprise B2B SaaS 52

Global Response

DECEMBER 5, 2022

Achieving excellence in business-to-business (B2B) customer service (CS) requires expertise across numerous fronts. Providing the best level of B2B CS means having the underlying technology to make all of those human connections appear seamless and instantaneous. What Is B2B Customer Service?

B2B 62

B2B Customer Service B2C Multichannel 62

ChurnZero

NOVEMBER 8, 2019

Your CRM is Not Enough! The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. The Challenges with Using your CRM as a CS Platform .

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 72

SaaS B2C B2B Metrics 72

Cincom

APRIL 12, 2021

Beyond using a CRM (customer resource management software) to simplify the salesperson’s job, how can the digital version of the lean concept connect to and complement selling , especially when there are so many different definitions for digital lean? Let’s take it one step further. In the process, they would beat out their competition.

Sales 99

Sales Technology B2C Customer Experience 99

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. As modern consumers continue to shop anywhere and anytime, seamless omnichannel CX across various devices and touchpoints is a must for SaaS.

SaaS 60

SaaS Feedback Surveys B2C 60

TeamSupport

SEPTEMBER 29, 2020

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport? effectively addressing these issues? CIO Review: What about the challenges of security and compliance?

B2B 89

B2B CRM Morale Customer Support 89

Interaction Metrics

APRIL 17, 2025

While we are not a software (Saas) company like Qualtrics, were the best alternative in that we already license Qualtrics and other software. Zoho Survey Zoho Survey is a budget-friendly, simple survey tool for SMBsespecially those already using Zoho CRM. Specifically designed for B2B workflows with built-in revenue attribution.

Surveys 48

Surveys Enterprise B2B Analytics 48

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 113

SaaS Journey mapping B2B Upselling 113

JustCall

FEBRUARY 17, 2022

Sales Dialer is an outbound phone dialer system that allows you to upload contact details or lead lists via excel or through your CRM and create automated call campaigns to eliminate manual dialing effort. A B2B business or SaaS company sales team would benefit from using an Autodialer. What is a Sales Dialer? Predictive Dialer.

Sales 104

Sales Abandon rate Real estate voip 104

Babelforce

JULY 7, 2022

In this article, we’ll give an overview of how call centers can use and benefit from a CRM to help you use yours correctly. . In this post: What is a CRM Call Center? Why use a CRM Call Center? How to implement a CRM strategy? 4 Advantages of a CRM Call Center? What is a CRM Call Center? Share data.

CRM 52

CRM Call Center call center software Average Handle Time 52

Netomi

APRIL 28, 2022

Also known as “on-demand” software, Software as a Service (SaaS) refers to a licensing and delivery model whereby software is licensed on a subscription basis and hosted centrally. The Evolving SaaS Landscape and The Rising Role of Customer Experience. billion in 2021, it is forecast to reach USD $703.19 billion by 2030.

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

ChurnZero

DECEMBER 14, 2022

B2B SaaS businesses haven’t invested heavily enough in tools and technologies to help them better understand their customers. worked with your critical systems—CRM, CSPs, BI tools, etc. How SaaS businesses use customer intelligence. SaaS businesses are always on a quest to become more data-driven.

Surveys 98

Surveys Customer advocacy SaaS B2B 98

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Jason is a 2x founder, 1x VC, and constant SaaS enthusiast.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates!

SaaS 52

SaaS Customer retention Metrics B2B 52

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. Perfect health for a B2B SaaS account. Using the framework above, you can calculate a perfect health for a B2B SaaS account.

Best practices 89

Best practices SaaS Accountability B2B 89

CSM Magazine

MARCH 31, 2023

That’s why many customer-centric companies are turning to automation, using SaaS (Software as a Service) tools and processes to give their customer service teams a leg up. In this article, we’ll closely examine the benefits of customer service workflow automation and how SaaS tools can help make it happen.

SaaS 52

SaaS Customer Service Coaching CRM 52

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. We gather data in our internal CRM. Always with a smile!

SaaS 106

SaaS Management CRM Sales 106

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 81

SaaS Best practices industry standards Consulting 81

Pointillist

FEBRUARY 19, 2018

Most leading SaaS platforms have APIs and consider 3rd-party integrations to be a critical component of their value proposition. Our web analytics and CRM platforms take advantage of this inherent luxury. Application of AI in B2B Companies. Integrating with these touchpoints is the key to in-the-moment engagement.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

ChurnZero

MARCH 23, 2021

Whenever a new SaaS product is introduced to a company, there are often lots of difficulties, obstacles, and learning that’s needed to get them acclimated to the product, how to use the product, to understand it’s functionality, and it’s capability. Showing First Hand How The SaaS Platform Works, Results It Produces, and Capabilities.

SaaS 52

SaaS Finance Advertising B2B 52

ProProfs Blog

OCTOBER 30, 2021

As for B2B audience, demographics segmentation examples include industry, company size, and job function. A B2B example can be a SaaS brand that offers a marketing platform for small businesses. A B2B example for this can be a customer who downloaded your free marketing guide. How is this helpful?

Marketing 142

Marketing B2B Advertising B2C 142

Nicereply

JANUARY 9, 2023

Are you a B2B Business? Setup your own Virtual call centers Respond to customers via live chat messaging or use chatbots Onboard a CRM and answer your social media chats from one place Optimize your customer service experience for mobile Set up SMS texting Use live engagement tools like video calling. Deploy Automation.

Omni-channel support 52

Omni-channel support B2B Interactive Voice Response Feedback 52

delighted

SEPTEMBER 21, 2021

This includes: Website analytics and dashboard software Customer relationship management software (CRM). Customer relationship management software (CRM). A CRM is a tool that you can use to manage relationships with your customers. Businesses use a CRM to track micro-level activities and engagements of a specific contact.

CRM 85

CRM Metrics Analytics Feedback 85

Cincom

MAY 3, 2021

B2B Buying, only Better. a global supplier of enterprise software solutions, announced today that the company is now offering CPQSync Self-Serve TM , a B2B commerce experience for companies with complex, highly configurable products and services. Cincinnati, OH (May 3, 2021) – Cincom Systems, Inc., Media Contact. Carla McQueen.

Self service 52

Self service B2B Finance SaaS 52

Cincom

JANUARY 31, 2025

Utilizing CRM systems, AI-driven chatbots, and omnichannel engagement strategies help organizations to anticipate and address customer needs in real time. For example, a unified CRM system consolidates data across sales, marketing, and customer service teams, ensuring consistent customer interactions.

CRM 40

CRM Analytics Automotive Technology 40

CustomerSuccessBox

NOVEMBER 23, 2021

The SaaS industry has realized how important Customer Success and user retention are. CustomerSuccessBox is an AI-powered customer success software to Onboard, Retain, Upsell & drive MRR Growth for B2B SaaS. Totango is a feature-rich software platform that mainly targets SaaS enterprises. CustomerSuccessBox.

SaaS 52

SaaS Upselling B2B Accountability 52

JivoChat

JANUARY 15, 2023

A lead could be anyone who has asked a question about a product on your ecommerce site, to someone who signed up for a demo of your SaaS product. Most live chat tools can also be connected with your CRM system, so you can easily track leads through your sales pipeline and always provide each person with the most relevant buying experience.

Best practices 75

Best practices B2B Sales Multichannel 75

Satrix Solutions

APRIL 2, 2018

As a whole, SaaS executives tend to focus on Customer Success metrics like retention trends, expansion rates, and Customer Lifetime Value. Customer data can reside in a lot of systems such as CRM, finance, support ticketing, email, survey tools, analytics, and more. Customer data silos. Inconsistent customer data.

SaaS 60

SaaS B2B Metrics Accountability 60

Nicereply

NOVEMBER 30, 2021

Customer churn is an unpleasant reality of any business, both B2C and B2B. And last but not least, advancements in technologies, like CRM and customer databases , make it easy to refer back to the history of previous customer interactions with your brand and craft more personalized win-back offers for those who churned.

Surveys 104

Surveys B2C Benchmark Accountability 104

ChurnZero

FEBRUARY 7, 2020

It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. These are the questions that can onset an existential career crisis. 6 in the U.S. #2

SaaS 64

SaaS Transportation B2C Customer retention 64

Cincom

APRIL 12, 2021

Beyond using a CRM (customer resource management software) to simplify the salesperson’s job, how can the digital version of the lean concept connect to and complement selling , especially when there are so many different definitions for digital lean? Let’s take it one step further. In the process, they would beat out their competition.

Sales 52

Sales Technology B2C Customer Experience 52

CustomerSuccessBox

APRIL 9, 2021

Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business. This is where B2B Customer Retention software becomes imperative for a growing subscription business. Integrations.

Customer retention 52

Customer retention B2B SaaS Accountability 52

Lumoa

MAY 21, 2018

It makes up almost two thirds of online consumers and the likeliness goes even higher if the product is a B2B service! They also support integrations e.g. enabling feedback to flow back to CRM system or help Customer Support department in fixing the issues in real-time.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

aircall

OCTOBER 25, 2018

The turning tide can be traced back to the growth of the internet in the 1990s when B2B salespeople suddenly had to adapt to a well-informed audience. Today, sales enablement is a growing area of focus for almost all B2B service providers — especially SaaS companies struggling to differentiate themselves amid stiff competition.

Sales 75

Sales B2B Outbound sales SaaS 75

ChurnZero

DECEMBER 27, 2019

How Best to Create a B2B Cus t omer Survey . Learn these B2B customer survey best practices to generate meaningful customer insights that don’t feel random and haphazard. . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . CSAT and CES and NPS, oh my!

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

JustCall

FEBRUARY 11, 2022

Proficiency in using CRM software and MS Office. B2B, B2C and Inside Sales Job: How to Make Your Choice. So, before you make a choice between B2B, B2C, and Inside sales jobs, let’s get a quick overview of each: B2B Sales. A background in selling B2B products will make you a favorable candidate. Sales Manager.

Sales 52

Sales B2C B2B call center software 52