ChurnZero

JULY 29, 2022

Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. The upsides of the customer success approach are unparalleled. Customer Success increases customer value.

SaaS 98

SaaS Customer centricity Upselling B2B 98

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 260

Customer Service B2B Customer centricity SaaS 260

Amity

JUNE 24, 2018

In the SaaS world, people aren’t looking to buy a product once and move on. This is where customer-centric thinking plays a critical role—it ensures that your customers are at the front of your organization from product development to the post-sales process. The rewards of customer-centric alignment.

Customer centricity 79

Customer centricity Education SaaS Feedback 79

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Pretty much everything described so far has been about what businesses “do” for and to our customers. There are numerous problems with short termism.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Amity

MARCH 29, 2016

SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today? • Customer-Centric Companies Sweat the Details.

Customer centricity 65

Customer centricity Customer advocacy SaaS Construction 65

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Best practices 128

Best practices SaaS Customer centricity Finance 128

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred.

Upselling 98

Upselling SaaS Sales Accountability 98

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

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. Having a clear understanding of the team structure and who the direct manager will be.

SaaS 52

SaaS Upselling Enterprise industry standards 52

LiveChat

OCTOBER 21, 2016

Customers don’t have time to answer these and managers to draw conclusions from them. That’s why NPS is like a salvation for the SaaS industry. It’s the quickest road they can choose to get customers’ feedback. Net Promoter Score (NPS) is a management tool that is used to measure the loyalty of a company’s customers.

SaaS 78

SaaS Feedback Customer centricity Surveys 78

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Today’s customers demand more.

SaaS 76

SaaS Technical Support Customer centricity Sales 76

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 165

Customer Experience Scripts Self service outsourcing 165

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. Popular CSM Compensation Plans.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

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

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Bree: I do customer success enablement for ChurnZero. We’ve got 68 customers in onboarding right now.

Metrics 98

Metrics SaaS Surveys Self service 98

CSM Magazine

JANUARY 31, 2025

Over the past year, SuperOps has tripled its customers and expanded its footprint to 104 countries, cementing its status as a global leader. SuperOps is now taking its proven expertise in Managed Service Provider (MSP) technology into the broader IT market with the launch of its revolutionary Endpoint Management tool.

Marketing 52

Marketing SaaS Enterprise Finance 52

Anexa BPO

MARCH 22, 2023

Today’s brands focus on many customer-centric terms – one of the most recent (and misunderstood) is “customer success”. Although it’s understandable to assume that this factor is the same as “customer satisfaction”, the two concepts are, in fact, not interchangeable.

Customer centricity 52

Customer centricity outsourcing SaaS Surveys 52

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. Community Manager - C u stomerExperience.io. Brandon Hickie. Colin Shaw.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 97

Management Upselling Coaching Best practices 97

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C SaaS 114

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. They often provide unifying leadership to different areas of your business that are involved in customer contact. Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

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. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

Lumoa

MAY 21, 2018

Most of the functions in an organization have something to do in improving the customer experience. As you see, in most companies, marketing takes care of customer experience as a whole. Luckily top management and CEO now understand more often that customer experience is rather a necessity than a cost.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

LiveChat

APRIL 11, 2016

Customers don’t have time to answer these and managers to draw conclusions from them. That’s why NPS is like a salvation for the SaaS industries. It’s the quickest road they can choose to get customers’ feedback. NPS represents the single biggest growth opportunity that exists today for SaaS companies.

SaaS 53

SaaS Feedback Customer centricity Surveys 53

ChurnZero

MAY 3, 2022

Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Start with: What is Customer Experience? 5: ChurnZero.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

Kayako

DECEMBER 22, 2016

Customer support’ appears cooler because it has been popularized by new technologies and software. This can be understood in the context of SaaS (software as a service) and other tech companies. Customer support best describes teams dedicated to supporting customers with products and services that need ongoing technical support.

Customer Support 103

Customer Support Customer Service SaaS Technical Support 103

Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Feedback from customers early in the development process helps minimize wasted cycles. Our answer?

SaaS 52

SaaS Customer centricity Analytics Education 52

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

JustCall

NOVEMBER 8, 2023

SaaS Labs is one of Deloitte’s Technology Fast 500 companies in North America – for the second time in a row. Notably, SaaS Labs achieved a 631% percent growth during this period. JustCall Workspace – JustCall Workspace is an all-in-one workspace for project management, team organization, and internal communication.

SaaS 52

SaaS Technology Telecommunications Customer centricity 52

CSM Magazine

MARCH 31, 2023

You can’t afford to let antiquated customer service workflows slow you down or get in the way of delivering an exceptional customer experience. 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.

SaaS 52

SaaS Customer Service Coaching CRM 52

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

SaaS 98

SaaS Customer centricity Accountability Education 98

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Accountability 99

Accountability SaaS Best practices Enterprise 99