Nicereply

JULY 13, 2021

Peter Muir is the Manager of Technical Support at Dejero. Dejero is a B2B company that sells a combination of hardware and software. Peter Sajevics is the Head of Customer Success at Stylehub , a B2B E-commerce platform, for anyone who wants to run their business online. Loom is a B2B and B2C video software company.

B2B 98

B2B B2C SaaS Technical Support 98

Totango

JANUARY 22, 2024

Customer success will be the C-suite partner for growth The current enterprise B2B environment is marked by fierce competition, complex stakeholders, and an urgency to demonstrate end-to-end value to both customers and the business. By nature, CSMs feel inclined to assume any responsibility involving the customer.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

ChurnZero

AUGUST 25, 2020

Anna Talerico, Arthur Ventures Anna ( @annatalerico ) is an Operating Partner at Arthur Ventures , an early growth capital firm that leads investments in B2B software companies located outside Silicon Valley. Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Kayako

JANUARY 7, 2016

Now, that would be real power for the customer support teams. Sukhpreet Anand , Technical Support Consultant. Customers expect support to be available 24/7. Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you. What are the consequences for 2016?

Customer Support 63

Customer Support Self service Consulting Consulting 63

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? Outcomes of customer success have a direct impact on sales , marketing, product development and technical support to name a few, not to mention the bottom line.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

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

CustomerSuccessBox

JUNE 12, 2021

Both of these are vital roles that a company, especially one in the Saas industry, cannot do without. TAM focuses on technical support and the CSM focuses on the client’s business goals and strategies. appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox.

Accountability 52

Accountability Management SaaS Upselling 52

ROI CX Solutions

DECEMBER 5, 2024

Pros Two decades of experience in improving CX An extensive and diverse talent pool for round-the-clock support and global scalability End-to-end solutions that leave more time to focus on core operations Award-winning workplace known for happy and satisfied agents 4.

outsourcing 52

outsourcing Call Center Technical Support B2B 52

Amity

JULY 28, 2014

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? Outcomes of customer success have a direct impact on sales, marketing, product development and technical support to name a few, not to mention the bottom line. And it is!

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

Netomi

JANUARY 5, 2022

Is Customer Experience the Key to B2B Differentiation? During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. A fixture in social media, Jay has been named a top influencer of CMOs, B2B marketers, small business owners, and digital marketers.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JivoChat

AUGUST 23, 2021

Like most SaaS platforms, Shopify offers subscription-based pricing for their software. The platform serves B2B and B2C ecommerce customers including over 2000 mid-market businesses and 30 Fortune 1000 brands. Supports a wide selection of payment processors and gateways. a million global merchants. JivoChat integration: Yes.

Enterprise 52

Enterprise Sales B2B B2C 52

SmartKarrot

JUNE 21, 2022

Drive growth in Infogrid’ installed base of customers through the strategic engagement of lighthouse accounts deepening the use of Infogrid SaaS platform to increase. Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc.

Enterprise 3

Enterprise SaaS Technical Support Accountability 3

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Daphne Lopes. Donna Weber. Melinda Gonzalez.

Chief Customer Officer 21

Chief Customer Officer SaaS Customer centricity Coaching 21

SmartKarrot

MAY 27, 2020

Talking in terms of B2B businesses, client success is one of the factors that businesses are focusing on, in 2020. Client success is especially sought after in the top-most IT sector and SaaS companies, considering the adverse effect of high customer churn rate, and the need for dynamic revenue growth.

B2B 10

B2B SaaS Technical Support Upselling 10

SmartKarrot

MAY 14, 2020

This is the dynamics followed by all the companies selling tangible products and the software companies too continued with the same momentum in their initial days until the advent of SaaS based customer engagement model. . The Saas customer engagement model has opened new avenues for business growth and sustainability for the companies.

SaaS 10

SaaS Customer retention Sales Technical Support 10

SmartKarrot

FEBRUARY 19, 2021

An ideal churn rate is considered to be 5% (annually, not monthly) for SaaS organizations. Lower support cost: Customers with dedicated CSMs would naturally need less assistance from technical support staff. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. You could be dead by then. I’m not joking.

SaaS 96

SaaS Feedback Surveys B2B 96

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. 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. The A-list Prospect.

B2C 64

B2C B2B Advertising Accountability 64

Netomi

FEBRUARY 28, 2022

It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”. In recent years, the lifetime value of customers has taken center stage, especially for subscription-based B2B businesses. One CX trend that will dominate/take the stage in 2022: . “In

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. 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. The A-list Prospect.

B2C 40

B2C B2B Advertising Accountability 40

Cincom

MARCH 2, 2025

CPQ is particularly valuable for: B2B Marketplaces: Where bulk pricing, volume discounts, and negotiated contracts make traditional pricing models inefficient, CPQ for B2B eCommerce makes a difference. CPQ is ideal for B2B marketplaces, businesses selling configurable products, and eCommerce companies with complex pricing structures.

B2B 40

B2B B2C Upselling CRM 40