ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

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SaaS Calibration Enterprise Customer retention 64

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Demonstration videos. Video chat. Social media posts. Website visits.

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SaaS Journey mapping B2B Feedback 106

Totango

MARCH 8, 2022

Providing a forum to share CS strategies, tips, and best practices. Hosting CS webinars, teleconferences, and seminars. Nine Best Customer Success Communities in 2022. As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown.

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Best practices SaaS B2B Marketing 116

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Video content and ads.

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B2B Journey mapping SaaS Engineering 116

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Product webinars. Tutorial videos.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ChurnZero

JUNE 27, 2023

For example, surprise and delight customers in onboarding by sending them a video from your CEO welcoming them. Some of these include in-app communication and walkthroughs, chatbots , customer communities, knowledge bases, videos, and webinars, to name a few. A best practice is to keep your customer journey map to a single page.

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Journey mapping SaaS Customer advocacy Finance 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. That is a sensational power, especially in this world of short attention spans and TikTok videos, someone who can actually concentrate and get through a list as a good thing. I’m amazing at that.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. That is a sensational power, especially in this world of short attention spans and TikTok videos, someone who can actually concentrate and get through a list as a good thing. I’m amazing at that.

SaaS 52

SaaS B2B Upselling Metrics 52

Help Scout

AUGUST 11, 2021

For instance, if reading blogs isn’t most effective for you or members of your team, Bill also offers recordings and materials for his workshops, a reading list, and references to videos and audio recordings that you can listen to. Videos and documentation around historical presentations. Motivational quotes on customer service.

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Customer Service Coaching Education Best practices 80

JivoChat

FEBRUARY 22, 2023

Before committing fully to an outsourced provider, it is best practice to test their services first – this can be done by assigning small samples of work or pilot projects – so that you can verify whether they meet your expectations in terms of quality and timelines before going forward with more significant assignments or projects.

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outsourcing SaaS Accountability Analytics 82

ClientSuccess

AUGUST 21, 2019

Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity.

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SaaS Best practices Accountability Personalization 45

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . We’ve seen an amazing outpouring of support from the SaaS community.

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SaaS Enterprise Healthcare Sales 52

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . We’ve seen an amazing outpouring of support from the SaaS community.

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SaaS Enterprise Healthcare Sales 52

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Use Data for Personalization.

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Education Customer retention Sales B2B 52

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. Let’s look at what we are… To get started, we have an intro video if you’re more of a movie buff. This video will walk you through how to manage playbooks effectively.

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APIs Accountability SaaS Marketing 52

SmartKarrot

MARCH 2, 2022

And this is even more difficult when it comes to companies that offer SaaS products. To grow and succeed in such a dense market, it is important for SaaS companies/product owners to come up with an effective growth marketing framework – with 100% effective growth marketing strategies. Best practices for content marketing.

SaaS 12

SaaS Marketing Upselling Engineering 12

Amity

FEBRUARY 2, 2016

The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

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SaaS Education Customer retention Sales 80

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Steli Efti is also known for his video shorts that cover a vast amount of topics in sales, ranging from cold calling strategies to tips on how to get more referrals. … Coach to SaaS founders, Chief instigator at DanMartell.com.

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Sales SaaS CRM B2B 129

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . There’s churn rate, retention rate, net revenue retention, and all the metrics now that SaaS organizations look at. Why it’s important to have an integration strategy.

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Gamification Marketing Metrics Sales 98

ClientSuccess

OCTOBER 22, 2019

It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. . Most SaaS product recommendations come via word-of-mouth or in-person, but a strategic recommendation program can change this process for the better.

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Customer advocacy SaaS Upselling Accountability 40

Totango

MARCH 10, 2020

The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen. Always be prepared to speak to your customer of the next phase of their growth and development, and have a range of resources on hand to push them along, including.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Send them a tutorial video on the benefits of the feature. Customers Are the Best Advocates.

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Customer advocacy B2B Enterprise Feedback 62

Education Services Group

JUNE 15, 2022

One of our recent webinars tackles the topic of nurturing employee success in Customer Success. Now, it’s time to put our money where our mouth is and look at how we practice what we preach at ESG. Customer Success is most prominent inside of SaaS companies with really progressive thinkers and leaders that are pushing it forward.

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SaaS Management Best practices Customer advocacy 52

Kayako

MAY 26, 2016

Customer onboarding in a SaaS product based organization is: Providing a helping hand to your brand new customers. Onboarding best practices. How will your product best fit into their needs? Best practices for Onboarding? Samuel Hulick of UserOnboard.com. Demonstrating the value of your product.

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Best practices Feedback Metrics SaaS 61

JivoChat

MARCH 10, 2022

The best practice is to sit down and check the data quarterly for your social media and websites. Let’s say you’re having a webinar catering to real estate professionals. Create personalized website experience, personalized video ad campaigns, and personalized experience across channels. . That’s what I thought. .

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Marketing Real estate Advertising Telemarketing 75

CustomerSuccessBox

NOVEMBER 24, 2021

In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out. Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. It is the perfect way to show that you want to provide them with the best value that they can.

Upselling 52

Upselling Feedback Customer advocacy B2B 52

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . There’s churn rate, retention rate, net revenue retention, and all the metrics now that SaaS organizations look at. Why it’s important to have an integration strategy.

Gamification 52

Gamification Marketing Metrics Sales 52

Help Scout

DECEMBER 18, 2018

Sure, we follow our fair share of best practices here at Help Scout. The problem with following best practices, however — as Jay Acunzo writes in his excellent new book, Break the Wheel — is that “Just because something is the most common approach doesn’t mean it’s the best approach for us.” More video content.

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Best practices Education Engineering Marketing 40

Solvvy

SEPTEMBER 17, 2022

Video demonstrations or tutorials. Podcast and webinar recordings. Gartner research reveals that 62% of millennials and 75% of Gen Z customers would rather refer to YouTube videos or search a topic on an online community to find answers rather than wait on hold to talk to a customer support agent. How-to instructions.

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Customer Service Self service Engineering Customer Support 62

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Customer success is the practice of ensuring that your customers achieve their desired outcomes while using your product or service. This is where customer success comes in. What is customer success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Their inquiries include the best approaches to: Operationalizing the customer journey.

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Benchmark Journey mapping Analytics SaaS 45

Amity

MAY 25, 2016

Also, the opportunity to be a part of a SaaS company really allowed me to progress, get new opportunities, and create new skillsets which has led me to this stage now, leading this team. Considering we are a SaaS organization and where we wanted to take those two customer-facing teams, we knew it was the right thing to do, and it has been.

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Best practices Metrics Sales SaaS 90

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. 2-3pm Customer Training: We offer one-hour customized webinar-style training sessions for all of our Enterprise customers. Some teams are responsible for onboarding and training. I love connecting my customers with our product team.

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Management Finance Enterprise Accountability 84

ChurnZero

NOVEMBER 15, 2019

We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts.

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Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

JULY 20, 2022

The main goal for B2B SaaS companies is to keep their customers. SaaS companies need to deliver value to customers, making them stay back with the company. Most B2B SaaS companies must introduce customer success professionals early in their sales to CS team handoff. In fact, onboarding is the peak time of churn for customers.

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B2B SaaS Education Best practices 10

CrazyCall

AUGUST 16, 2019

Recommended episode: Testing SaaS Payment Terms with Jack Altman. Topics covered: B2B Sales, Enterprise Sales, SaaS Sales. Sales Success Stories is the best name Scott could give to his show. SaaS Sales. a cold email SaaS platform. Brian touches various sales topics such as: SaaS. Catalyst Sale Podcast.

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Sales B2B Coaching Personalization 115