Callminer

MAY 2, 2018

Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center. Hosted software also is referred to as software as a service (SaaS) or cloud software, if the servers are virtualized. A Definition of Hosted Call Center Software.

call center software 140

call center software Call Center Best practices call center solutions 140

Totango

OCTOBER 25, 2022

The tiers of a SaaS company’s customer success team structure may have a variety of roles. Digital Success Manager : This is a specialized hybrid CS and IT role responsible for maintaining your customer success software, integrating it with your customer journey, and managing software functions such as tracking customer data.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey? What Are the Stages in a SaaS Customer Journey?

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SaaS Journey mapping Upselling Best practices 117

Cincom

FEBRUARY 14, 2025

This article outlines 10 CPQ best practices to help optimize your performance, eliminate inefficiencies, and maximize ROI. Align subscription-based or usage-based pricing models with long-term revenue strategies for SaaS or service-driven businesses.

Best practices 40

Best practices Sales CRM Finance 40

ChurnZero

FEBRUARY 7, 2025

For a more effective outcome, a CSP works alongside your CRM, enhancing insights and giving CS teams the actionable data they need. How to combine CSP and CRM data to fight churn more effectively. Customer success teams have a comprehensive overview of each customer’s journey when CRM data is paired with a CSP’s insights.

CRM 59

CRM Upselling Best practices Analytics 59

Totango

SEPTEMBER 9, 2022

According to the responses, the number one challenge was engaging customers (37%), followed by creating a success plan (33%) and pulling relevant data (29%). What data to pull during your QBR review. Best practices for effective QBR meetings. Analyze your KPI data to identify any noteworthy trends. Be Transparent.

Best practices 19

Best practices Benchmark Metrics B2B 19

AWS Machine Learning

FEBRUARY 9, 2024

A software as a service (SaaS) layer for foundation models can provide a simple and consistent interface for end-users, while maintaining centralized governance of access and consumption. In this post, we show you how to build an internal SaaS layer to access foundation models with Amazon Bedrock in a multi-tenant (team) architecture.

SaaS 140

SaaS APIs Government Accountability 140

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. How SaaS Enterprises Can Streamline New User Onboarding. The benefits of a fast, simple onboarding process are myriad.

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SaaS Healthcare Customer retention Enterprise 127

AWS Machine Learning

NOVEMBER 7, 2024

In the first part of the series, we showed how AI administrators can build a generative AI software as a service (SaaS) gateway to provide access to foundation models (FMs) on Amazon Bedrock to different lines of business (LOBs). At this point, you need to consider the use case and data isolation requirements.

Enterprise 106

Enterprise APIs Government Accountability 106

AWS Machine Learning

JANUARY 24, 2025

These steps might involve both the use of an LLM and external data sources and APIs. Agent plugin controller This component is responsible for the API integration to external data sources and APIs. Amazon Cognito complements these defenses by enabling user authentication and data synchronization.

APIs 100

APIs Scripts Best practices Management 100

Totango

OCTOBER 23, 2020

By utilizing certain customer onboarding best practices in your enterprise, you can ensure that your clients successfully learn to use your product, see its value for their business, and start on the right path toward high lifetime value. 7 Customer Onboarding Best Practices to Set Clients Up for Success.

Best practices 72

Best practices Metrics Enterprise Feedback 72

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include. A SaaS customer goes through acquisition, onboarding, retention, and upsell. With a single health score, you are expected to be a data scientist. Why calculate customer health score?

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 88

B2B SaaS Education Brand ambassadors 88

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

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SaaS Customer Service Best practices Customer Support 83

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Every piece of customer data you can capture and analyze gives you a better chance of delivering value, no matter where it originates.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Create a Community for Sharing Best Practices.

SaaS 77

SaaS Best practices Enterprise Finance 77

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

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SaaS Best practices Upselling Journey mapping 78

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Today’s Customer Success tools have an abundance of features with wide-ranging benefits, which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation.

Best practices 72

Best practices Upselling Accountability SaaS 72

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. If you’re ready to better leverage your data to improve agent performance , it’s time to take a look at some important call center metrics that you might be overlooking.

Call Center 561

Call Center Metrics Contact Center Wait times 561

AWS Machine Learning

FEBRUARY 1, 2024

Make sure to validate prompt input data and prompt input size for allocated character limits that are defined by your model. If you’re performing prompt engineering, you should persist your prompts to a reliable data store. In the batch case, there are a couple challenges compared to typical data pipelines.

Best practices 131

Best practices Engineering SaaS Accountability 131

Totango

JANUARY 31, 2019

Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. In order to do that, you need to use the right SaaS customer engagement metrics. Key Customer Engagement Metrics. First though, let’s look at each metric.

SaaS 79

SaaS Metrics Accountability Education 79

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

Revation Systems

JANUARY 5, 2023

A study by Deloitte surveying B2B purchasers revealed those who very strongly agreed that the brand employed measures to prevent data loss and privacy breaches were 24% more likely than average to highly trust the brand. Third-party validation – Look for third-party validation through compliance and industry best practices.

Best practices 62

Best practices Morale B2B SaaS 62

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. When we look at in-app behavior, I want to point out is that the best metrics are going to be those based on your actual data. Bree: It’s very data based.

Metrics 98

Metrics SaaS Surveys Self service 98

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 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. 3: Best-in-class community software. 3: Integrate your community platform and data to maximize value.

SaaS 52

SaaS Gamification B2B Metrics 52

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? Data analysis.

SaaS 71

SaaS CRM Advertising Analytics 71

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . Improves data collection: Collecting data is a very important part of the sales process and building the best salespeople.

Best practices 62

Best practices Sales Call Center Coaching 62

Totango

JUNE 26, 2020

By embracing the following customer retention best practices, you can guide your customers through the current business landscape and be poised to thrive on the other side. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points. Lean on Your Customer Data.

SaaS 98

SaaS Customer retention Best practices Telecommunications 98

Totango

JULY 21, 2020

Through constant, customized communication, reviewed and honed business goals, and a platform that collects data and makes it actionable, your Customer Success team can lead you through this once-in-a-generation challenge. The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. Knowledge is power.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

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 99

SaaS Journey mapping Best practices Customer advocacy 99

AWS Machine Learning

NOVEMBER 21, 2024

This setup enables the model to learn from human-labeled data, refining its ability to produce content that aligns with natural human expectations. Importance of high-quality data and reducing labeling errors High-quality data is essential for training generative AI models that can produce natural, human-like audio and video content.

APIs 86

APIs Feedback Telecommunications Management 86

Totango

AUGUST 8, 2021

In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations. Data-Driven, Goal-Based Engagements.

SaaS 118

SaaS Best practices Metrics Enterprise 118

CustomerSuccessBox

MARCH 31, 2022

Extra resource : Customer Onboarding Framework for B2B SaaS. Best Practices for Effective Customer Onboarding. What are the best practices for effective customer onboarding? After onboarding and assessing, use the data and information that you gather to improve your processes and systems.

Best practices 52

Best practices SaaS Upselling B2B 52

CustomerSuccessBox

MARCH 17, 2022

Read further to know in detail about the best practices that you should follow for building an effective Customer Journey Map. Pro tip : Customer Journey in SaaS. 7 Best Practices for an Effective Customer Journey Map. You’ll also need a strategy for how data will transit and be processed between handoffs.

Journey mapping 52

Journey mapping Best practices Construction Benchmark 52