Amity

MARCH 3, 2014

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. No salesperson likes surprises especially when trying to upsell within an account.

SaaS 57

SaaS Technical Support Upselling Accountability 57

Amity

JULY 25, 2016

But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows. Let your Technical Support Specialists handle actual technical issues. No salesperson likes surprises especially when trying to upsell within an account.

Technical Support 59

Technical Support Upselling Accountability SaaS 59

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 66

SaaS Metrics Accountability Technical Support 66

CustomerSuccessBox

JUNE 12, 2021

Also, they are responsible to ensure that the customers renew their contracts, upsells, and cross-sells for the company, hence, ensuring consistent revenue for the company. Both of these are vital roles that a company, especially one in the Saas industry, cannot do without. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHAT is SaaS Customer Success? – Ability to look for and enable upsell growth opportunity. C ulture & Leadership.

SaaS 54

SaaS Metrics Accountability Technical Support 54

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Outcomes of customer success have a direct impact on sales , marketing, product development and technical support to name a few, not to mention the bottom line.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

ClientSuccess

OCTOBER 2, 2019

An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. Their appearance and recent popularity emerged as the software-as-a-service (SaaS) has shaped a distinct customer lifecycle. This is why the role of the CSM has become so paramount. .

Accountability 47

Accountability Management Upselling SaaS 47

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success? Ability to look for and enable upsell growth opportunity. Culture & Leadership.

SaaS 48

SaaS Metrics Accountability Technical Support 48

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. In addition to their past performance, inquire about the vendor’s ongoing support services.

call center software 98

call center software Call Center APIs Contact Center 98

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Outcomes of customer success have a direct impact on sales, marketing, product development and technical support to name a few, not to mention the bottom line.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

CustomerSuccessBox

JANUARY 18, 2022

There are many analytics and CS tools to help SaaS-based enterprises analyze customer end-user usage behavior. From this list, you can have your customer success or technical support team create an article that addresses these questions. We recommend that you send these letters 40-70 days before the actual update.

Self service 52

Self service Enterprise Analytics Technical Support 52

CustomerSuccessBox

NOVEMBER 2, 2021

A Customer Success Manager (CSM) job is to build relations with the customer strong enough that opportunities of upsell and retention organically present themselves. Meanwhile, Customer Success metrics are customer lifetime value, churn rate, retention/upsells. Learn about actionable metrics in SaaS.

Sales 52

Sales Upselling Engineering Customer retention 52

ROI CX Solutions

DECEMBER 3, 2024

As an award-winning professional contact center for over 16 years, ROI CX has helped multiple Fortune 500 companies provide world-class customer support. From telemarketing to order completion to live chat and technical support, ROI CX covers all facets of customer care.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

JustCall

MARCH 9, 2023

creating product documentation and associated resources, and so on Over to You There you go—while the difference between customer support and customer service may not seem much at first glance, the two are varying fields with contrasting end goals.

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity.

Journey mapping 40

Journey mapping Calibration Upselling Consulting 40

SmartKarrot

FEBRUARY 21, 2023

Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. commercial expertise in upselling and/or renewals. Enterprise SaaS/cloud software customer success positions require a minimum of seven years of progressive experience. Create scalable and effective delivery processes.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

FEBRUARY 15, 2022

Success in SaaS is not as easy as it seems. How to Use Webinars to Supercharge SaaS Customer Success? . Need support at their convenience. This may require more support and help with regard to timings. Running through multiple highly worded technical support documents may add to the pain. Final Words .

SaaS 10

SaaS Education Upselling Technical Support 10

SmartKarrot

MARCH 14, 2022

Analyze client behavior in order to develop workflows to successfully address high-risk behavior as well as potential upsell behavior. Evaluate and potentially implement improvements to the escalation processes for customer support issues. Develop a deep understanding of the SaaS industry and the needs of our customers.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

SmartKarrot

SEPTEMBER 24, 2020

To understand the SaaS business growth, let’s take a quick look at the SaaS history through this analogy. But with the advancement of SaaS, the growth model has changed drastically. So, for the SaaS business growth, the builder’s goal is to a) rent-out as many apartments as possible. It is easy to get lost in all of them.

SaaS 10

SaaS Customer retention Construction Accountability 10

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Anika Zubair. Annette Franz. Daphne Lopes. Donna Weber.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

JUNE 5, 2020

Customer Success (CS) as a business function has seen enormous growth in the SaaS industry within the last decade. These individuals are the key players for guiding the customer through their renewal or upselling decisions. Technical Support. Technical support is a crucial role in a customer success team.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

SmartKarrot

MAY 15, 2020

The role of a Customer Success Manager (CSM) has now been a subject of rapid expansion in any software as a service (SaaS) company. They have taken over umpteen responsibilities and firmly produce one of the vital pillars of ‘growth’ within a SaaS community. As you can see, today the entire face of this role has changed dynamically.

Management 10

Management SaaS Technical Support Upselling 10

SmartKarrot

FEBRUARY 19, 2021

Upsell limitations: Calculate the bucket size of customers who qualify for upgrades or account expansion. Then calculate the number of actual upsells that have taken place in a specific duration, say a year. An ideal churn rate is considered to be 5% (annually, not monthly) for SaaS organizations.

Upselling 10

Upselling outsourcing Technical Support industry standards 10

SmartKarrot

MAY 27, 2020

Client success is especially sought after in the top-most IT sector and SaaS companies, considering the adverse effect of high customer churn rate, and the need for dynamic revenue growth. Knowledge of Product and Technical Support .

B2B 10

B2B SaaS Technical Support Upselling 10

Netomi

FEBRUARY 28, 2022

It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”. As Swiftly’s Chief Customer Officer, Maranda oversees customer success, implementations, technical support, renewals management and CS ops. Connect with Gemma .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Cincom

MARCH 2, 2025

Retention Stage: Personalized Renewals and Upselling Opportunities Customer retention is just as important as acquiring new customers. CPQ not only enhances the initial purchase experience but also supports renewals, upsells, and long-term customer engagement. 5- What kind of support is available for CPQ systems?

B2B 40

B2B B2C Upselling CRM 40