CSM Magazine

MARCH 19, 2025

In fact, industry experts predict that 90% of global businesses will use AI in their customer support by 2030. The Growing Need for AI in Customer Support 1. The Rise of Global Commerce E-commerce, SaaS companies, and global enterprises now cater to international markets more than ever before.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 128

Best practices SaaS Customer centricity Finance 128

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. Customer cohorts set your metric baselines. Is the customer an early adopter, a lagger, or right on track?

Metrics 98

Metrics SaaS Surveys Self service 98

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. Foster a culture of customer-centricity throughout the organization.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

JULY 21, 2020

One of the most important ways to reduce churn and stay relevant to your customers is to make sure your team is as flexible and agile as possible. The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. GM & SVP, Global Customer Success - CA Technologies.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

AWS Machine Learning

OCTOBER 16, 2024

In this post, we highlight how the AWS Generative AI Innovation Center collaborated with SailPoint Technologies to build a generative AI-based coding assistant that uses Anthropic’s Claude Sonnet on Amazon Bedrock to help accelerate the development of software as a service (SaaS) connectors. Here is the API spec provided between the XML tags.

SaaS 88

SaaS APIs Construction Accountability 88

ProProfs Blog

AUGUST 19, 2020

Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies. So how do you possibly take your service policies out of presentation slides and build your business culture around them? As a leader, Jeff has always emphasized the power of customer service.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Talkdesk

APRIL 14, 2016

Customer-centricity is the key to success in the modern business landscape. Whether you sell a B2B SaaS cloud-based service or gluten-free, organic, non-GMO oranges, your best bet is to take a customer-centric approach. In advance of the event, we thought we’d provide a refresher on customer-centricity.

Customer centricity 40

Customer centricity Benchmark B2B SaaS 40

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. So if you’re a smart, curious SaaS developer who wants to work with the best, we want to talk with you.

SaaS 52

SaaS Customer centricity Analytics Education 52

ChurnZero

SEPTEMBER 25, 2020

When a customer purchases a product, they have expectations about what they want from it, and certainly some of that is features and functionality. But it’s also how they want to be supported and engaged – which requires defining the right moments to present them with specific types of information or services.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

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

JivoChat

FEBRUARY 17, 2022

Developing strategies to learn how to sell SaaS B2B can be challenging. The SaaS (Software as a Service) area also has particularities that need to be taken into consideration. But, in terms of B2B SaaS, that’s different. . B2B SaaS buyers usually are looking for one specific product that can solve their pain points.

B2B 52

B2B SaaS B2C Sales 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

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A A common picture of the present time) – Most companies take customer satisfaction seriously but unfortunately, not everyone is successful.

Surveys 146

Surveys Feedback Metrics Customer retention 146

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

AUGUST 9, 2016

SaaS Tattler Issue 91 - Is it the right time to upsell to your customer? They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? How can I approach this while still maintaining my trusted, genuine relationship with my customer?

Upselling 57

Upselling SaaS Customer centricity Analytics 57

CSM Practice

DECEMBER 19, 2021

A Customer Success tech stack is a bundle of software solutions that address customer needs. . A CS tech stack that is not customer-centric loses usability gradually. A stack of well-integrated software is developed to guide customers to success. Usually, the SaaS business growth is categorized into 3 phases: .

CRM 98

CRM Brand ambassadors Best practices SaaS 98

Amity

JUNE 24, 2016

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with Customer Success, the customer is the beneficiary of an exceptional customer experience and is extracting the maximum value from the product or service they have purchased from you.

SaaS 71

SaaS Customer centricity Metrics Marketing 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. Customer cohorts set your metric baselines. Is the customer an early adopter, a lagger, or right on track?

Metrics 52

Metrics SaaS Surveys Self service 52

Pointillist

FEBRUARY 19, 2018

Most leading SaaS platforms have APIs and consider 3rd-party integrations to be a critical component of their value proposition. It is not hard to imagine how B2B businesses too can benefit from the same applications of artificial intelligence in customer experience. Putting It All Together.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Q&A Recap. Too many even. Upcoming Webinar.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Hello Customer

NOVEMBER 27, 2020

Deloitte has included this SaaS company, which collects customer feedback and analyses it using artificial intelligence, in their prestigious ranking, the Fast 50 Belgium. Every year, Deloitte presents an award to the country’s fastest-growing tech companies. That was always our aim, and has been for the past five years.

Entertainment 52

Entertainment SaaS Finance Customer centricity 52

CSM Practice

JUNE 24, 2021

The product team was in charge of communicating with customers and stakeholders, integrating all the feedback collected, creating the roadmap, and presenting it to executives and owners. Shifting the Product Roadmap Ownership to Customer Success. 3-Phase Customer Success Product Roadmap Strategy. It was a one-team show.

Customer centricity 59

Customer centricity Feedback SaaS Wait times 59

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Also, I think the key thing is that it should really be customer-centric and reflect how they go through the journey, taking into account and focusing on their perspective.

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

ClientSuccess

OCTOBER 8, 2018

Greg will introduce you to a simple customer success question that will help you and your organization become truly customer centric. Learn the one question backed by research and data that will help your customers stay and grow. Greg is known for his thought provoking and data supported presentations on customer success.

Customer centricity 40

Customer centricity SaaS Best practices Consulting 40

Totango

OCTOBER 20, 2022

In some companies, customer success managers may play an active role in the sales process, helping sales representatives elicit customer goals and persuade buyers of product benefits. At other companies, CS managers may be assigned to follow up on sales during the customer onboarding phase. Persuasion Skills.

Management 97

Management Upselling Coaching Best practices 97

CSM Practice

MAY 16, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 52

Best practices SaaS Customer centricity Finance 52

Nicereply

NOVEMBER 23, 2023

.” – Derek Williams “It’s customers that made Dell great in the first place, and if we’re smart enough and quick enough to listen to customer needs, we’ll succeed.” – Michael Dell B2B SaaS Specific A few of our favorites “In the SaaS world, monthly recurring revenue is the king.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

SmartKarrot

NOVEMBER 10, 2020

There was a time when large organizations were built solely depending upon the product-centric approaches. But as the customers have evolved, companies are slowly shifting towards a customer-centric approach. Yet, product centricity cannot be fully ignored for it has its own plus points that add into the business.

Customer centricity 21

Customer centricity SaaS Marketing Sales 21

Amity

NOVEMBER 13, 2014

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with customer success, the customer is the beneficiary of an exceptional customer experience and extracting the maximum value from the product or service they have purchased from you.

SaaS 48

SaaS Customer centricity Metrics Marketing 48

Amity

MARCH 10, 2017

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. Ellie Wilkinson , Senior Manager of Customer Success at Moz. Getting started ban be dreadful.

Engineering 90

Engineering Upselling Metrics SaaS 90

Lumoa

MAY 9, 2023

This allows businesses to make informed decisions and enhance customers’ experiences. Let’s do another one but this time, in a SaaS environment. A software company leverages sentiment analysis to prioritize bug fixes and feature updates based on customer feedback. Let’s consider a statement ‘recent update was ok’.

Feedback 78

Feedback Customer Experience SaaS Customer centricity 78

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. Now more than ever Customer Success is essential to the long-term success of your entire organization. CRM s and Customer Success Platforms are no exception.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Also, I think the key thing is that it should really be customer-centric and reflect how they go through the journey, taking into account and focusing on their perspective.

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

JivoChat

FEBRUARY 22, 2023

Improved Customer Satisfaction: By partnering with experienced customer service providers with access to advanced analytics and CRM integration tools, businesses can ensure that customers are provided with effective and quick solutions (like a personalized website customer journey for instance) – leading to improved customer satisfaction rates.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

ChurnZero

APRIL 19, 2019

Since the question of the budget moving forward is still up in the air, you tell the customer that your team will be putting together a business review of your relationship thus far, and that you would like the chance to present to the existing and new decision makers after the dust has settled a bit. Customer Success Around the Web.

Customer centricity 45

Customer centricity Accountability SaaS Customer retention 45