Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Tiered support packages have become a revenue-generating and commonplace practice for many SaaS and B2B companies.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Babelforce

DECEMBER 9, 2021

In this post: What is SaaS? What sets SaaS apart? How does SaaS add value to CX? CX strategies that SaaS makes possible. What is SaaS? SaaS stands for Software as a Service. Software as a service (SaaS). SaaS is the most commonly used model. What sets SaaS apart? Virtualisation ? ? ?

SaaS 52

SaaS APIs Contact Center 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

ChurnZero

APRIL 12, 2022

Gives employees the resources they need to optimize customer experience. Advocates for customer needs when weighing in on organizational decisions. Works with leaders across the organization to identify customer experience gaps. What could the right person do for your business and customer relationships?

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

ClientSuccess

FEBRUARY 1, 2021

Can we use this platform to manage customers throughout their entire account relationship? Many times, a platform that touts itself as ‘customer focused’ is only really effective for one specific part of the customer experience, such as onboarding or issue management. Webinar: Delivering Customer Success at Scale.

Accountability 104

Accountability SaaS Education CRM 104

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Implement a Customer Feedback Loop. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy.

Customer retention 52

Customer retention SaaS Education Feedback 52

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. finding and managing a core customer base.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. By organizing your customer’s unique needs, your team can treat every single customer the way they prefer.

SaaS 88

SaaS Finance Customer centricity Metrics 88

Babelforce

JUNE 22, 2021

Is an ASP the same as SaaS? Pros of ASP Cons of ASP Your free guide to conversational AI (eBook). An Application Service Provider (ASP) is an organization that offers applications and software to customers via the Internet. Is an ASP the same as SaaS? In this post: What is an application service provider? In a word… no.

SaaS 85

SaaS CRM Call Center Sales 85

ClientSuccess

DECEMBER 21, 2020

While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. The account health and sentiment of a customer is no longer the sole responsibility of a customer success manager.

Finance 93

Finance SaaS Best practices Accountability 93

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The industry growth shows no signs of slowing down, and customer success leaders must have the tools and resources to keep up with this innovation.

SaaS 81

SaaS Accountability Metrics Sales 81

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Read the Webex Contact Center ebook to learn more.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

CrazyCall

AUGUST 8, 2019

That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. Improve these call center metrics will highly impact the customers’ experience, their satisfacion, and overall customer service you provide. Right Party Contact.

Call Center 52

Call Center Metrics Abandon rate Management 52

Comm100

JANUARY 5, 2022

Excellent user experience . If something is complicated to use, customer experience will immediately suffer, and as so will engagement. Zendesk Chat is part of the wider Zendesk customer service platform, “giving government organizations everything they need to deliver better customer experiences to the public.”

Government 98

Government CRM SaaS Marketing 98

ClientSuccess

JULY 6, 2022

And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . What is a customer loyalty program? You can learn more about delivering incredible customer experiences with these additional resources from ClientSuccess :

SaaS 79

SaaS Surveys Feedback Marketing 79

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. eBook: 5 Ways To Surprise & Delight Your Customers. Toolkit: How To Build Customer Loyalty.

Surveys 83

Surveys industry standards Feedback SaaS 83

SharpenCX

SEPTEMBER 16, 2020

Now, the average company uses 34 different SaaS products and adults spend 5.4 Download Now] Use the data that lives in your contact center to build a better customer experience. As customer expectations continue to rise, so do the expectations for your agents to execute a near-perfect customer experience strategy. .

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

LiveChat

JUNE 23, 2017

The SAAS industry has experienced continuous growth over the years and is only going to grow bigger. According to Statistic Brain , tech startups or other startups in the IT sector experience the highest amount of failure. And you’ll need to exceed your sales goals to become part of the more successful and established SAAS companies.

SaaS 38

SaaS Sales Best practices Enterprise 38

ClientSuccess

AUGUST 23, 2022

The Customer Effort Score is a great way to understand precisely how much ‘work’ a customer puts into a vendor relationship. If this score is skewed high, your customer team should probably regroup on delivering a more hands-on customer experience to this account. . Toolkit: Customer Journey Toolkit.

Customer effort 79

Customer effort Metrics SaaS Surveys 79

ChurnZero

APRIL 8, 2020

After all, whether you like to admit it or not, customers tend to trust their peers much more than your brand. Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . Before we go any further, what exactly is customer advocacy?

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Udemy Customer Success Courses.

SaaS 98

SaaS Accountability Personalization Education 98

ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. Why customer feedback is important.

Feedback 65

Feedback Customer advocacy SaaS Surveys 65

Help Scout

AUGUST 11, 2021

Bill’s experience is unique, at least in the tech world, in that he started his career in luxury resorts and hotel management. Similar to Ritz-Carlton’s perspective on customer service, Bill Quiseng brings a hyper-defined focus to customer experience. Ebooks around topics like compensation and management.

Customer Service 82

Customer Service Coaching Education Best practices 82

ChurnZero

FEBRUARY 7, 2020

So, what’s the job outlook for Customer Success professionals? It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. Cue the all-time high demand for Customer Success champions.

SaaS 64

SaaS Transportation B2C Customer retention 64

ClientSuccess

SEPTEMBER 21, 2020

This was a result of companies and their investors and advisors paying much more attention to recurring revenue for subscription-based SaaS companies. Churn (losing customers) became an important topic of discussion and remains that way since SaaS companies strive to be as predictable in their revenue as possible.

Customer Support 65

Customer Support SaaS B2B Technology 65

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

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ClientSuccess

SEPTEMBER 30, 2020

What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like?

SaaS 75

SaaS Enterprise Feedback Surveys 75

ClientSuccess

MARCH 20, 2019

When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. Customer Retention Rate/Customer Churn Rate. Quick Ratio.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero 1.)

SaaS 52

SaaS Customer retention Surveys Consulting 52

Fonolo

MAY 22, 2018

Fonolo offers similar functionality, but in a platform-agnostic way, with a cloud-delivery model and SaaS pricing. How an Insurance Provider Improved the Customer Experience with Call-Backs. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

TeamSupport

JULY 27, 2020

Based on our eBook, B2B Customer Support: From Discovery to Onboarding and Beyond , once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. Customization.

B2B 64

B2B Customer Support SaaS Accountability 64

ClientSuccess

JANUARY 10, 2020

Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising. Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics SaaS Feedback 65

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers?

Surveys 78

Surveys SaaS Feedback B2B 78

ClientSuccess

JANUARY 10, 2020

Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising. Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics SaaS Feedback 64

ClientSuccess

MARCH 27, 2018

Check out our resources below for more customer success best practices and insights for how your organization can can ensure your product and customer success teams are fully synced: eBooks: Ultimate Guide to SaaS Customer Success Metrics. Customer Success as a Culture: Customer Success Leaders Edition.

Journey mapping 40

Journey mapping Customer Experience Education Best practices 40

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before.

Management 58

Management SaaS Coaching Accountability 58