Amity

JUNE 27, 2018

Whether you’re new to Customer Success or always keen to learn more, this blog will give you tips, teach you about CS trends, and prepare you for the future of the Customer Success industry! These are not only great ways to share the wealth, but they also allow us to learn from one another and share tips with fellow CSMs.

Customer centricity 82

Customer centricity SaaS Education Best practices 82

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

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. The same holds true for our vendors. Customer Success Around the Web.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. Are there a lot of consultants based in Toronto?

SaaS 84

SaaS Consulting Consulting Coaching 84

CrazyCall

APRIL 9, 2019

Lori Richardson is the founder and CEO of Score More Sales, a sales consulting and coaching firm that helps sales leaders and mid-market interact with prospects, qualify them, create opportunities and close them. Leading: Does Your Team Know the Difference? Lori Richardson. CEO of Score More Sales and President of Women Sales Pros.

Sales 133

Sales Consulting Consulting Coaching 133

CustomerSuccessBox

OCTOBER 19, 2021

If you are a B2B SaaS company, you will have a multi-layered education process. Once you’re clear about what they want to achieve, it’s time to consult them, guide them, and help them reach their desired goal. Bonus Tip: What is NPS, CSAT, CES? The post How can the Customer Success Manager consult and educate customers?

Education 52

Education Consulting Consulting Management 52

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

SaaS 73

SaaS B2B Consulting Consulting 73

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Instructor: Jeannie Walters , Speaker, Writer, and Consultant, Experience Investigators. . Pro Tip: Try LinkedIn Learning free for one month with unlimited access. Onboarding and Adoption Best Practices for Customer Success Management.

Journey mapping 98

Journey mapping Best practices Upselling Consulting 98

ChurnZero

MAY 19, 2020

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. In today’s world there are thousands of SaaS tools and all are dependent on recurring, subscription revenue.

Morale 98

Morale Consulting Consulting Big data 98

Kayako

APRIL 13, 2017

According to management consulting firm, CX Solutions (formerly known as TARP Worldwide), the formula for achieving satisfaction is: This first part — doing the job right from the start — can only be achieved when you know exactly what your customers desire in the first place. Exceeding customer needs can be your competitive advantage.

Metrics 90

Metrics Surveys SaaS Consulting 90

ChurnZero

JULY 6, 2023

In one of many similar instances, I was helping a SaaS company get to the root of its high customer churn. 5 tips to simplify your customer journey map You might be surprised to hear this, but I don’t believe mapping the customer journey is the sole responsibility of the customer success team. This is completely backward.

Journey mapping 52

Journey mapping SaaS Consulting Consulting 52

Amity

MARCH 16, 2016

In a recent survey of over 700 CSMs, Glide Consulting LLC found that the most commonly reported frustration of a CSM was time management. We’ve decided to dedicate this issue of the SaaS Tattler to helping CSMs get back to proactively managing their time. • Customer Success Tips From The Pros.

Management 73

Management SaaS Time management Customer retention 73

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Customers don’t value your word, which as consultants, is how you effect change to drive success. 31 st Fastest Growing SaaS Company on SaaS Mag’s list.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

NOVEMBER 9, 2021

When you’re ready to improve customer onboarding , then follow our six tips to enhance the most influential phase of your customer’s journey. Grant Freeland, the Managing Director at Boston Consulting Group (BCG), wrote in Forbes , “Waiting until something is obviously broken before you fix it is often too late.”

Customer retention 52

Customer retention Feedback Benchmark SaaS 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

JustCall

NOVEMBER 24, 2022

Practical Tips to Be an Effective Account Executive. Here are some practical tips that will help an account executive to perform his job well! The money rarely stops at sales conversions, especially in SaaS. It’s an extension of your consultation process. Be Competitive. Listen more, talk less. Conclusion.

Accountability 52

Accountability Calibration Sales B2B 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. Finally, we’ll offer some tips on why optimizing your onboarding process matters and how you can leverage technology to integrate your checklist into an efficient onboarding process. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

JULY 17, 2024

Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base. .” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement?

Sales 100

Sales Metrics Accountability Benchmark 100

Amity

DECEMBER 7, 2016

SaaS Tattler Issue 98 - How to Deliver Mind-Blowing QBRs. In this post, Nils Vinje from Glide Consulting wants you to get closer to the perfect world QBRs and gives you actionable tips to do so, including working with your sales team and effectively reaching executives. The thing with QBRs is, it's all or nothing.

SaaS 71

SaaS Feedback Consulting Consulting 71

Eptica

JUNE 19, 2019

Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Author: Anne-Merete Jensen - Senior Business Consultant Customer service and customer experience need to be constantly improving in order to meet rising customer expectations.

Customer Service 76

Customer Service Best practices Contact Center Consulting 76

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Why Do Customers Churn? Predicting at-risk customers.

SaaS 88

SaaS Customer retention Accountability Feedback 88

Satrix Solutions

AUGUST 25, 2020

It is dependent on building consultative partnerships with decision-makers with the goal of adding value to their business. Tips to help the Customer Success team become more comfortable with upselling conversations. How do you create a strong upselling strategy?

Upselling 78

Upselling SaaS Sales Consulting 78

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.”. and growth.

SaaS 60

SaaS Coaching Consulting Consulting 60

ChurnZero

JUNE 22, 2021

Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. This course will help you create a stronger customer experience by providing practical tips on how to engage other teams in your organization in a way that is meaningful to them. Customer Operations.

SaaS 92

SaaS Consulting Consulting Sales 92

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. This can assist your onboarding process by giving you resources that new users can turn to and consult for self-service. The best way to gain this information is through customer engagement.

Enterprise 110

Enterprise Customer Support SaaS Sales 110

Amity

MAY 6, 2018

Quick tips (Do’s and Don’ts). Quick Tips. Onboarding a new SaaS customer heralds new beginnings and is a time when they are enthusiastic about beginning their customer journey. To get you started, use these tips for SaaS onboarding: DO start With a Plan. Deciding between high-touch and low-touch.

SaaS 96

SaaS Self service Sales Finance 96

Education Services Group

AUGUST 10, 2020

Software as a Service (SaaS) companies are big trendsetters in CS. Each segment should be consulted about their specific needs and goals to build the right motivators for them into your Partner Success program. The post Top 5 Tips for a Thriving Partner Success Program appeared first on ESG. Easier said than done, I know.

SaaS 52

SaaS Metrics Consulting Consulting 52

CustomerSuccessBox

SEPTEMBER 4, 2019

The essence of SaaS applications are that they’re DIY (do it yourself) and meant to be implemented by the business users; hence the initial training is crucial. Kritika Kishor is a Customer Success enthusiast, who loves making people successful in what they are trying to achieve with SaaS based platforms.

SaaS 78

SaaS Accountability Best practices Finance 78

NobelBiz

MAY 24, 2022

In this article, discover 5 tips to manage remote call center agents successfully. 5 Tips for managing remote call center agents The pandemic issue has had a significant impact on the call center industry. Here are the 5 tips to tackle them: 1. Also, consider the average time it takes a consultant to resolve a request.

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52

ChurnZero

JUNE 17, 2022

Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Are they now missing items and tips and tricks that they should know at this point in time? For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.” Irit: Hi everyone.

Metrics 52

Metrics SaaS Surveys Self service 52

Nicereply

APRIL 6, 2021

To learn more about how to become Head of Support and what can help to get there, we asked three heads of support with over 50 years of combined experience for tips on how to be promoted to that position. I had taught computer classes to seniors, run a technology summer camp for kids, and worked in technical support and consultancy.

Technical Support 95

Technical Support SaaS Coaching Consulting 95

CustomerSuccessBox

JUNE 1, 2021

Account managers, Product Managers but also Industry consultants and sales representatives who can actually be competent Customer Success Managers for your organization. Industry Consultants. appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox. The post Where to look for a Customer Success Manager?

Management 52

Management B2B Consulting Consulting 52

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 48

SaaS Best practices industry standards Consulting 48

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 48

SaaS Best practices industry standards Consulting 48

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 48

SaaS Best practices industry standards Consulting 48

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 48

SaaS Best practices industry standards Consulting 48

ChurnZero

DECEMBER 1, 2020

Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity. Speakers: Rob Belcher, Managing Director, SaaS Capital. Tips on “listening between the lines” to maximize insights. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League. How Do You Rank?

SaaS 59

SaaS Customer retention Coaching Consulting 59