TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

ClearAction

MAY 29, 2016

Software-as-a-service (SaaS) and other subscription business models were instrumental in Marketing taking on a greater role for customer retention. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

RapportBoost

NOVEMBER 5, 2018

– Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA. RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov.

Sales 40

Sales Contact Center Average Handle Time B2B 40

Amity

SEPTEMBER 16, 2014

From his early days at a few Toronto based startups including Workbrain, Infor, and Rypple to his senior role at Salesforce, looking through a particular lens derived from music, theatre and behavioral psychology, Venk has developed deep insights into the strategic value of Customer Success. I’m enjoyed and inspired.”.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

ClientSuccess

AUGUST 14, 2018

Events transpired over the following days and weeks after that call that not only hurt my pride, but also put me in a situation of vulnerability and insecurity. From these events I learned that CSMs should never fall into the trap of being a backseat driver. Ultimate Guide to SaaS Customer Success Metrics. Confidence is key!

Best practices 42

Best practices Strategic Value Sales SaaS 42

CSM Practice

FEBRUARY 20, 2020

Value; Prove quantitative and strategic value delivered. To make the shift from reactive to proactive, SaaS companies need to evaluate their data to discover actionable insights into the customer base. Risk; Identify risk early for churn, down-sell, and onboarding.

Customer centricity 52

Customer centricity Analytics Metrics Accountability 52

Integrity Solutions

MAY 24, 2023

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. Generally, in a one-, two- or three-day event, salespeople are taught a sales process, with no follow up or reinforcement.

Sales 52

Sales Coaching Accountability Personalization 52