ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ChurnZero

JUNE 17, 2022

Again, you can use that individually with the customer in a coaching session. Leadership can also use that to think about how do we provide more coaching upfront so that people don’t hit this silo, and they’re successful off the bat. The post How to set baseline SaaS onboarding metrics appeared first on ChurnZero.

Metrics 98

Metrics SaaS Surveys Self service 98

CX Global Media

JULY 26, 2017

SaaS: Software as a service (SaaS) is a software distribution model in which a third-party provider hosts applications and makes them available to customers over the Internet. SaaS is one of three main categories of cloud computing, alongside infrastructure as a service (IaaS) and platform as a service (PaaS). Source: www.8×8.com.

Contact Center 159

Contact Center SaaS Call Center Technical Support 159

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. Let’s look specifically at how SaaS software can help sync your sales and support teams so they work together in perfect harmony.

SaaS 62

SaaS Sales Coaching APIs 62

CSM Magazine

MAY 22, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”

Coaching 52

Coaching Contact Center contact center workforce Gamification 52

Integrity Solutions

JANUARY 28, 2021

This ramp-up time can vary depending on industry and the complexity of the sale, but as an example, at an SaaS company it can take between 12 and 18 months before the company breaks even on the new sales hire. Our research shows the companies that provide sales coaching to high-performing salespeople realize 10% higher sales goal achievement.

Sales 114

Sales Coaching Morale SaaS 114

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

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. The onboarding process is the first impression that your SaaS company makes on the customer after they’ve paid for your service. A less than ideal onboarding process can negatively impact the SaaS customer experience.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

ChurnZero

DECEMBER 9, 2021

Bryan Neale from Blind Zebra Consulting joined us for a webinar to teach Customer Success leaders how to coach their teams to handle NPS conversations following a four-step call framework. A: This is making a broad statement based on the hundreds of CS people that we coach and the 12 or so VPs that we’re active with. Less is more.

Coaching 52

Coaching Surveys Feedback Consulting 52

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. Who are Winning by Design’s customers?

SaaS 84

SaaS Consulting Consulting Coaching 84

aircall

NOVEMBER 28, 2022

Pipedrive is a SaaS unicorn—a deal-driven CRM solution which empowers marketing and sales teams. Before, they used the Pins for Coaching feature to flag each appeal and ensure that it was addressed. There are 900 employees globally, serving 100,000 businesses across 179 countries. Book a demo.

SaaS 62

SaaS Calibration Customer Service Benchmark 62

Amity

NOVEMBER 11, 2013

In the SaaS industry we transformed the delivery of technology from Hard Offerings to Soft Offerings over a decade ago. Engaging, coaching and leading customers are the ways to keep and expand the relationship over time. SaaS is a Soft Offering. The delivery model is pure SaaS. The marketing messages are pure SaaS.

SaaS 48

SaaS Entertainment Construction CRM 48

Amity

MARCH 28, 2018

Automation helps Customer Success teams focus their human sensitivity and it empowers them to create value and coach customer towards better outcomes. Automation helps you become a true proactive coach, an advocate, and a partner for your customers. So what, exactly, is automation good for in Customer Success, and why do we need it?

Coaching 95

Coaching Upselling SaaS Technology 95

TeamSupport

SEPTEMBER 14, 2020

The role of Support is evolving as the industry embraces new ways to engage customers through subscription-based relationships, known commonly as SaaS (software-as-a-service). It offers a portfolio of in-depth research and expert coaching services to help companies pursue Service Excellence and embrace Customer Success.

B2B 81

B2B Customer Support SaaS Strategic Value 81

Amity

NOVEMBER 28, 2018

Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly.

Coaching 106

Coaching SaaS Metrics Accountability 106

ChurnZero

MAY 3, 2022

Known for their scientific, data-driven approach to playbook and process design, training, and coaching, Winning By Design is an agency with a long track record of advising CS, sales and marketing teams at high-growth SaaS companies. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). 3: Winning By Design.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Amity

SEPTEMBER 2, 2015

With recurring revenues on the line each month (MRR), SaaS vendors don’t have the luxury of relaxing once the contract is signed. Customer success managers use words like coaching , adoption and guidance. That first login is arguably the most pivotal moment in customer adoption. Touch, engagement, renewal.

Chief Customer Officer 77

Chief Customer Officer SaaS Coaching Sales 77

Kayako

MARCH 9, 2017

Coaching, mentoring, and training new staff. “Coaching and mentoring has helped me scale my career in customer support. In a B2B SaaS company, a big part of your job is educating customers about your products. There is no difference between coaching your colleague and a customer.

Customer Service 82

Customer Service Engineering Coaching Self service 82

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. Startup Sales Bootcamp is the largest program of it’s kind in New York that teaches people how to effectively sell complex SaaS products. Alice Heiman.

Sales 133

Sales Consulting Consulting Coaching 133

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 95

Contact Center Engineering Calibration Coaching 95

TeamSupport

OCTOBER 26, 2020

This makes careful selection, onboarding, and coaching of new customer support agents a necessity rather than a luxury. Problem-solving is a pivotal part of customer support workflow for your staff, no matter if it’s a SaaS or eCommerce company they represent.

Customer Service 98

Customer Service B2B SaaS Customer Support 98

Lumoa

APRIL 17, 2018

They rewrote the templates that customer service team had been using using and provided extra coaching on better customer experience. Customer feedback in adjusting services How can customer feedback help SaaS startups? The problem was gone and the feedback about their customer service noticeably improved afterwords.

Feedback 110

Feedback Healthcare SaaS Coaching 110

Nicereply

MARCH 23, 2021

He frequently writes on his personal blog about SaaS customer success. Conor Pendergrast – Customer Success Coach at Expensify, co-host of Support Breakfast podcast and author of the Start Managing Customers email series. Ben McCormack – Hugger at FullStory and writer of things.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Playvox

MAY 13, 2020

Sunnyvale, CA - Playvox, the leading SaaS provider of agent optimization software for quality assurance, performance management, coaching, learning and motivation, announced May 13, 2020, that Carla Bourque has joined its Board of Directors.

SaaS 62

SaaS Coaching Management 62

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. We coach our companies to staff for Customer Success from day one.

SaaS 98

SaaS Metrics Sales Marketing 98

Totango

JANUARY 22, 2024

. – Chris Dishman, SVP of Customer Success, Totango Expansion will become a top growth driver for recurring revenue companies For a while, expansion has been overlooked as a driver of SaaS growth.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

ChurnZero

JUNE 17, 2022

Again, you can use that individually with the customer in a coaching session. Leadership can also use that to think about how do we provide more coaching upfront so that people don’t hit this silo, and they’re successful off the bat. The post How to set baseline SaaS onboarding metrics appeared first on ChurnZero.

Metrics 52

Metrics SaaS Surveys Self service 52

CSM Magazine

MAY 2, 2024

Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform. ” Hundreds of global enterprises trust Zenarate AI Coach to develop confident, top-performing customer-facing teams. .

Gamification 52

Gamification Coaching Scripts SaaS 52

BlueOcean

OCTOBER 4, 2021

For one of our clients in the SaaS space, frontline folks are incented on annual targets related to renewal. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality. Agents need to feel heard to keep morale and engagement high.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

CSM Magazine

JUNE 17, 2024

Zenarate’s AI Coach platform has successfully reshaped the training and development methodologies and practices for contact center agents worldwide. As always, it reflects the dedication and hard work everyone has committed to our AI Coach platform,” said Brian Tuite, co-founder and CEO of Zenarate.

Technology 52

Technology Coaching Healthcare Enterprise 52

Call Design

JUNE 20, 2022

Reducing the time needed for more tedious tasks like exception entry by the WFM team and providing agents with coaching and support when they need it can help staff feel more connected to their teams and supported by their company. As a result employee attrition is lowered as staff have better job fulfilment.

Coaching 78

Coaching SaaS Engineering Management 78

Call Design

JUNE 20, 2022

Reducing the time needed for more tedious tasks like exception entry by the WFM team and providing agents with coaching and support when they need it can help staff feel more connected to their teams and supported by their company. As a result employee attrition is lowered as staff have better job fulfilment.

Coaching 78

Coaching SaaS Engineering Management 78

CSM Magazine

OCTOBER 25, 2022

Both individuals have extensive business development, revenue generation, and customer success experience from previous leadership positions at top SaaS (Software as a Service) brands. With that, we are attracting more and more top talent from other successful SaaS brands. Ryan Toben, SVP of customer success and sales operations.

SaaS 40

SaaS Cloud contact Customer centricity Coaching 40

Amity

JULY 28, 2015

In the SaaS subscription world of outcome-driven, recurring revenue, that means let the coaching begin! Lincoln Murphy , a respected SaaS industry strategy consultant, put it bluntly: “ Either you engage them here or you lose them forever.”.

SaaS 60

SaaS Coaching Consulting Consulting 60

ChurnZero

MAY 28, 2021

How to maintain regular coaching touchpoints using a tech-touch approach. Maintain regular coaching touchpoints using a tech-touch approach. How Can SaaS Startups Implement Customer Success – Find out how overcome the challenges of starting a CS team at a startup and how to pitch it to executives.

Best practices 98

Best practices Coaching SaaS Analytics 98

Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. Coaching and training. Coaching and Training. Coaching and training require knowing your product inside and out, a customer-centric focus, teaching skills, and patience. Initiative.

Management 97

Management Upselling Coaching Best practices 97

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72