SaaStr

SEPTEMBER 6, 2021

Q: Who Should Our First Head of Customer Success Report To? Ah, who should Customer Success report to. So usually, she can easily also manage Customer Success as well as all her reps. But in Customer Success, renewing, even without any upsell, is usually Job #1. This retains more customers. Increases NPS.

Customer Success 228

Customer Success Sales Hiring Finance Churn 228

Intercom, Inc.

SEPTEMBER 23, 2020

Last week we released Series , a brand new way to orchestrate customer messaging campaigns in Intercom. Here, I’ll explain how we weighed up those different approaches and how we arrived at our final design – and I’ll share some of the lessons we learned along the way. Our first customer messaging solution.

Churn 232

Churn Engineering Communication Branding 232

Intercom, Inc.

FEBRUARY 22, 2022

At Intercom, we think deeply about how to deliver the safest, most secure experience possible for our customers and their customers. . As a SaaS business, Intercom is a data processor: our customers entrust us with their data, which we store and process on their behalf. Shipping quickly and securely.

Data 118

Data compliance Technical Review CTO Hire 118

SaaStr

AUGUST 28, 2022

And one thing we finally did this past year was drop our smallest customers. The team often wants to do this, because your smallest customers consume so many resources in support, success, etc. So in many cases, most of your team will vote to move on from the smallest customers as you scale. But we didn’t want to.

Scale 180

Scale Pricing Revenue SaaS 180

SaaStr

JULY 21, 2022

Dear SaaStr: A Big Potential Customer Just Asked for Our Financials. It just puts you in a different risk category for enterprise customers. A related post here: “Vendor Viability”: It’s a Risk Big Customers Know How to Take. The post Dear SaaStr: A Big Potential Customer Just Asked for Our Financials.

Enterprise 274

Enterprise Sales 274

Intercom, Inc.

OCTOBER 4, 2022

A few years ago, we published The Customer Retention Starter Kit which helped thousands of businesses retain more customers over the long term. Today, we’re launching a completely refreshed guide to help you engage, nurture, and retain more customers in the modern age. That’s where our refreshed starter kit comes in!

Retention 118

Retention Communication Engagement Churn 118

Intercom, Inc.

MARCH 8, 2022

As a company, we are offering the following support to affected customers and aid organizations: We are providing a four-month, 100% discount to Intercom customers in Ukraine (outside of the embargoed regions of Donetsk, Luhansk, and Crimea). Our customers don’t have to ask for this – we will automatically apply the discount.

Government 118

Government Engagement Development 118

Intercom, Inc.

SEPTEMBER 21, 2022

Because of the limited scale any business could operate in – a scale which was literally dictated by their location – it was relatively easy for them to build personal relationships with customers. And with that explosion in addressable market came an explosion in customer service requests. The challenges of customer support today.

Customer Support 118

Customer Support Scale Scaling Technology 118

Intercom, Inc.

MARCH 27, 2018

Now we’re accelerating that pace, and last month we announced we’re doubling our entire R&D orgs in San Francisco, London, and Dublin over the next 18 months. Substantially improving our existing products, especially for bigger businesses. The most important thing we’re going to do is improve our existing products.

Artificial Intelligence 224

Artificial Intelligence Scale Machine Learning Technology 224

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Success 82

Customer Success Scale Innovation Forecasting 82

Nimble - Sales

JULY 30, 2021

We have recently surveyed our customers to hear how they describe the biggest benefits of Nimble. The post Five Ways Nimble Customers Are Using Our Product appeared first on Nimble Blog. We also wanted to hear it in their own words. The longer you are focused on the product, the bigger the issue. […].

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Buffer Resources

JUNE 15, 2023

While connecting the team to our customers has always been a priority for us at Buffer, how the team has connected with customers has changed quite a bit over the years. During these sessions, our Customer Advocates would provide support for the entire Buffer team as they answered customer emails.

Engineering 78

Engineering Customer Support Finance User Experience 78

Groove HQ

FEBRUARY 5, 2020

Here’s how we optimize our customer onboarding process to cater to all our customers’ needs. The post Our Customer Onboarding Process: How We Customize Onboarding for 10,000+ Customers appeared first on Groove Blog.

Onboarding 130

Onboarding Customer Support 130

Intercom, Inc.

DECEMBER 14, 2022

We’re fast approaching a new year, with major changes in customer support trends and customer expectations. So what does “good customer support” look like for 2023? We conducted a major survey to find out what people want and expect from customer service, and made some fascinating discoveries. Where you talk to customers.

Business 129

Business Customer Support Communication Trends 129

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Scale 110

Scale Engagement Scaling Strategy 110

Intercom, Inc.

OCTOBER 12, 2022

Customer engagement is the lifeblood of internet business. In a competitive, ever-changing market, establishing deep relationships with your customers is essential for your business to thrive. . Customize your customer engagement strategy with our next-generation Messenger. It’s not our Messenger, it’s yours.

Engagement 104

Engagement Scale Branding Communication 104

Totango

MAY 19, 2021

Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. How to Use the Customer Success Platform Evaluation Scorecard Template. Customer 360. Customer Retention. Customer Journey Orchestration. Segmentation and Personalization.

Customer Success 106

Customer Success Software Review Technical Review Trends 106

Intercom, Inc.

JANUARY 30, 2018

In customer engagement, the right context for a message matters just as much as the right time and recipient. Today, we released our second installment in our audiobook series, Intercom on Customer Engagement. Each chapter is narrated by an Intercom team member who’s actually engaging our own customers on a regular basis.

Engagement 117

Engagement Strategy Management Business 117

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER.

Customer Success 98

Customer Success Scale Sales Hiring Leadership 98

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Scale 84

Scale Engagement Scaling Strategy 84

Groove HQ

MARCH 31, 2020

How we executed a super simple customer retention strategy to retain 10% more customers. The post This Easy Customer Retention Strategy Increased Our Annual Subscribers by 10% appeared first on Groove Blog.

Retention 130

Retention Strategy 130

Buffer Resources

JUNE 8, 2023

Here’s how Buffer’s Customer Advocacy team take loads of information and organizes it in one place where anyone on the team can access it. The solution: Creating the vessel We’ve started a practice on our team that we call “Creating the vessel.” That’s been my challenge.

Interviewing 73

Interviewing Customer Support Engineering Development 73

Valuize Consulting

DECEMBER 21, 2022

As technology companies adapted to the array of challenges over the past year, many organizations re-examined what customer success means in today’s environment. From generating robust Customer Intelligence to reducing churn, here are the year’s most popular pieces of thought leadership from the Valuize content library. Read Article.

Customer Success 52

Customer Success Churn Subscription Payment Features 52

FastSpring

MARCH 13, 2020

Our thoughts are with those affected and their families during this difficult time. I know many of our sellers are concerned about how they will continue to operate their businesses during the outbreak. Our seller community does not rely on global supply chains or in-person contact. Who do I contact?

Technical Review 84

Technical Review Software Review Travel Systems Review 84

Neil Patel

DECEMBER 14, 2021

This announcement is a testament to the hard work of our growing pool of talented employees as well as our major enterprise and SMB clients. As a previous finalist in 2021, winning this year’s award is especially meaningful due to all of the extra hard work and dedication our team put in. Why We Won: Our Employees.

Technical Review 92

Technical Review SMB Sales Hiring Finance 92

Totango

MARCH 18, 2020

Dear Totango Community, In these unprecedented times, I wanted to personally reach out to you to express our concern and support for you, your families and your businesses. With our highly remote global workforce already in place and managing our own customer engagement in Totango, these changes have caused minimal disruption for us.

Customer Success 77

Customer Success Travel Communication Engagement 77

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Scale 62

Scale Engagement Scaling Strategy 62

Valuize Consulting

DECEMBER 23, 2021

2021 was another year of radical and accelerated change for Customer Success (CS) and the business world as a whole. Amidst this year of transformative change, what was top of mind for Customer Success leaders in 2021? What’s The Real Difference Between Customer Outcomes and Customer Value? Read Article. Read Article.

Customer Success 52

Customer Success Scale Leadership Retention 52

TechEmpower SaaS

JULY 24, 2023

It’s part of our job to ask questions about their plans, challenge their assumptions, and suggest paths to success. Even when they have talked to multiple developers or development firms, we’re often the first to ask basic questions like “Who are your customers?” Who are the customers? will you leverage?

Innovation 780

Innovation Development CTO Hire Technical Review 780

Groove HQ

JANUARY 27, 2020

Many of the companies I worked with sent me their marketing personas (sometimes called “customer avatars”) as we started working together. The post Steal Our Marketing Persona Template (And the Customer Research Process That Goes With It) appeared first on Groove Blog. Most (almost […].

Marketing 113

Marketing Consulting B2B Business 113