UJET

APRIL 21, 2020

Vasili joins UJET with more than two decades of experience in the contact center, unified communications (UC), telecom, and SaaS industries. And lastly, the mobile-first experience is what people want and where customer support is going. We’re thrilled to welcome Vasili Triant to UJET as our Chief Business Officer.

Contact Center 72

Contact Center Engineering CRM Technology 72

Callminer

MAY 11, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help you create a positive company culture and better support your employees to reduce attrition. I have handled several disgruntled employees in my career as a user experience manager…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Intercom, Inc.

JUNE 23, 2022

That’s why, for the past five years, Amanda Malko has been thinking about how marketplaces change the way people buy software, helping B2B SaaS businesses find reputable software that can help them grow their business. Liam: To kick things off, could you tell us a little about your career up to this point? I’m excited to be here.

B2B 118

B2B Education Start-ups Agriculture 118

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. In SaaS company boardrooms around the world, businesses are racing to find ways to integrate the latest cutting-edge technology into their strategies. Suddenly, AI is everywhere.

AI 59

AI Start-ups Education Customer Service 59

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : SmashFly Technologies.

Technology 44

Technology Technology Engineering Start-ups 44

ClientSuccess

SEPTEMBER 5, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Apttus Inc.

Start-ups 40

Start-ups Sales 40

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Beyond Insurance.

Start-ups 59

Start-ups Innovation Touchpoint Customer Service 59

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. Click here to read the original post. It’s called Minimum Viable Product (MVP).

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Lucid Software.

Sales 40

Sales Start-ups Touchpoint 40

ClientSuccess

JUNE 28, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Traede. Question 1.

Start-ups 40

Start-ups Innovation Customer Experience 40

Intercom, Inc.

JANUARY 14, 2021

Support tickets, chat threads, and conversations have plenty of information waiting to be distilled. Do you want to kick us off by just giving us a bit of background on your career to date? It’s a B2B SaaS application, think of it as a CRM. There are support people, marketers, product managers, salespeople.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Totango

NOVEMBER 5, 2021

How many employees support digital engagement at Aruba? Doing it this way also provides the career path progression for our CSM team. What may work for SaaS, may not work for another industry. A lot of times, early on when you’re building out your tech touch process, you may not have the data to support the information you need.

Customer Journey Map 112

Customer Journey Map Touchpoint Start-ups Engineering 112

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : AspireIQ. Question 1.

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41

ClientSuccess

MARCH 28, 2018

For those just joining our blog series CSM from the Trenches, welcome. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why?

Customer-Centric Organization 41

Customer-Centric Organization Start-ups Customer Experience 41

ClientSuccess

MARCH 13, 2018

For those just joining our blog series CSM from the Trenches, welcome. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our Customer Success careers. It’s important for me to be caught up support-wise in order to move on with my other planned activities.

Start-ups 40

Start-ups Customer Experience 40

Intercom, Inc.

JULY 26, 2018

One of the hardest moments of Josh Pigford’s career came with the surprise news that Baremetrics had just six to eight weeks of runway left. I had two other SaaS products I was running. It hurts people who had families to support. He searched for ways to cut costs. Hard conversations ensued. There are pros and cons, right?

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

ClientSuccess

APRIL 20, 2017

The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. His career has been mostly about growing and driving adoption and measuring ROI of his customers. The First CSM at Marketo.

Net Promoter Score 40

Net Promoter Score Start-ups B2B Engineering 40

Totango

NOVEMBER 5, 2021

How many employees support digital engagement at Aruba? Doing it this way also provides the career path progression for our CSM team. What may work for SaaS, may not work for another industry. A lot of times, early on when you’re building out your tech touch process, you may not have the data to support the information you need.

Customer Journey Map 87

Customer Journey Map Touchpoint Start-ups Engineering 87

ClientSuccess

MARCH 7, 2017

Francoise’s entire career has been under the umbrella of Customer Success. Francoise’s career has been in high tech where it’s often perceived that the sales cycle is simple: a company creates wonderful products, customers use the products, tell their friends who also buy the products, and so on. Who Owns the SaaS Renewal?

Finance 40

Finance Start-ups Sales 40

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : Degreed. Question 1.

Start-ups 40

Start-ups NPS Finance Technology 40

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Bill Dettering. Smitha Baliga. Tele_Direct.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

ClientSuccess

NOVEMBER 16, 2017

Intuo is a platform people trust to grow their career, and support each other and the organization they work with through the power of feedback, knowledge and leadership. You can become involved in two ways : Guest blog posts : Have a frontline CSM best practice you’d like to share? Join the CSM from the Trenches Community.

Engineering 47

Engineering 47

Totango

NOVEMBER 5, 2021

How many employees support digital engagement at Aruba? Doing it this way also provides the career path progression for our CSM team. What may work for SaaS, may not work for another industry. A lot of times, early on when you’re building out your tech touch process, you may not have the data to support the information you need.

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Let’s get started!

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

Intercom, Inc.

MAY 22, 2019

To understand the voice of the customer , companies need to measure three critical points in the user experience: onboarding effort, support satisfaction and an overall net promotion score that measures relationship health. Tell us more about your career journey and how you found yourself founding Wootric. and “Why are they doing it?”

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Intercom, Inc.

OCTOBER 13, 2021

That’s why Jane Honey , our own Senior Director of Product, is such a fan of career development paths. Jane’s career is quite unique. A while back, she and Brian Donohue , our Senior Director of Product Management, wrote an article about Intercom’s take on the PM career ladder. Career Planning. Career Planning Principles.

E-commerce 118

E-commerce Start-ups Hospitality Hospitality 118

Intercom, Inc.

MAY 31, 2018

blog , books on everything from product demos to outbound sales, and the Startup Chat podcast that he co-hosts with Hiten Shah. Can you give us a quick feel for your career to date, along with the problems your team is solving at Close.io? Above all, Steli believes the key to success in sales is qualifying leads well.

Sales 223

Sales Non-Profits Start-ups CRM 223

Intercom, Inc.

MAY 24, 2018

Give us a feel for your career to date: what brought you to Clearbit, and what’s the mission of your team there? Matt Sornson: My career’s been pretty non-linear and unconventional. Instead of saying, “My job is to create a blog post,” it’s, “My job to change X number, and one of my tactics is to create content”.

B2B 182

B2B Sales Start-ups B2C 182

Intercom, Inc.

JUNE 6, 2019

A predictive lead scoring tool for B2B SaaS companies, MadKudu’s strategy is all about integrating with other platforms – including Intercom – to link customer intelligence and customer engagement. Like myself, you’re a recovering journalist who has now made the jump to SaaS. You’re currently head of marketing at MadKudu.

Start-ups 190

Start-ups Non-Profits Sales Engineering 190

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Aggregated “toolkits” of paired blog posts, webinars, and ebooks.

Customer Service 80

Customer Service Artificial Intelligence Start-ups Education 80

Intercom, Inc.

DECEMBER 18, 2018

Email marketing remains an incredibly valuable way of communicating with customers at every stage of their lifecycle, whether you’re a thriving SaaS company or up-and-coming small business. Intercom could be a great starting point especially if you also plan to send in-app messages or use live chat for sales or support.

Start-ups 150

Start-ups Non-Profits Social Media Sales 150

Intercom, Inc.

JULY 9, 2020

His is a fascinating story, which places him at the forefront of a discipline that has emerged within his own career span. And that did me a great favor, that gave me like a great kickstart into this career. So G2 in contrast to Atlassian is a marketplace, instead of a SaaS company. I really try to have a practical mind.

Engineering 199

Engineering Start-ups E-commerce B2C 199

ClientSuccess

MAY 30, 2018

This week, we’ll showcase one such conversation with expert Mark Pecoraro , advisor to many B2B SaaS companies all of which have cultures of Customer Success. Since the beginning of Mark’s career, he’s been in post-Sales B2B software. Mark authored a blog post on LinkedIn called Customer Success is NOT Customer Support.

B2B 40

B2B Sales Start-ups Customer Retention 40

ClientSuccess

MAY 15, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : BetterCloud.

Engineering 45

Engineering Outlook Start-ups Touchpoint 45

Intercom, Inc.

APRIL 15, 2021

We recently spoke with Francis to learn more about how you can supercharge your conversational support efforts with automation, the limitations around AI, and putting in the time with your customers. We’ve gathered a list of articles, videos, and podcasts you can check out: The Ultimate Guide to Conversational Support.

AI 118

AI Start-ups B2B Predictive Analytics 118

SurveySensum

OCTOBER 27, 2020

A decade ago, when I just started in Customer Success, it was merely perceived as a glorified title for customer support or account management. The company accelerates the profitable growth of both SaaS and on-premise software companies through the design and adoption of best in class customer success strategies, policies, and processes.

Education 59

Education Start-ups Customer Relationship NPS 59