ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side. Here is how.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. This article may get you thinking about how to target the influencers in your industry, which may be industry experts or your most “influential” customers. Speed Is Best Measure of Customer Experience by Gerry McGovern.

Customer Service 284

Customer Service SaaS Customer Experience Marketing 284

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! New Omnichannel Customer Experience Research – How Well Are You Doing? Drive Revenue with Great Customer Experience, 2017 – Forrester Research. Happy reading!

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. Limiting customer support.

SaaS 118

SaaS Best practices Sales Marketing 118

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

HelpCrunch

NOVEMBER 2, 2020

72% of companies say that improving customer success is their top-of-mind priority. For every complaining client, there are 26 who remain silent when they experience problems with a product and don’t contact a support team. [ … ].

SaaS 118

SaaS Customer Support Customer Service 118

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Find customer champions.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

SmartKarrot

FEBRUARY 12, 2021

The plethora of solutions or blogs may not be useful when it comes to gaining insight and knowledge. SaaS (software as a service) companies have seen an exponential growth in the business sphere. There is some insightful content around SaaS that can be an inspiration to readers. The 20 Best SaaS Blogs You Must Follow.

SaaS 23

SaaS B2B Metrics Sales 23

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107

aircall

SEPTEMBER 7, 2022

Aircall, the cloud-based business phone , today announced the appointment of John Kinzer, experienced SaaS operator and CFO, to the company’s Board of Directors. . Kinzer brings more than three decades of experience in finance, mostly with SaaS companies.

SaaS 62

SaaS Finance Metrics Management 62

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Best practices 49

Best practices Metrics SaaS Sales 49

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. What is Customer Retention? Why is Customer Retention Critical for SaaS?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B SaaS Education Brand ambassadors 82

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.

SaaS 105

SaaS Technical Support Benchmark Accountability 105

Nicereply

NOVEMBER 23, 2023

Customer satisfaction is at the heart of successful Customer Experience (CX). But staying focused on customer satisfaction can be tough with so many daily tasks and goals. Let’s dive into a list of customer satisfaction quotes, meant to inspire and keep you rooted in the importance of great customer experience.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Nicereply

OCTOBER 9, 2023

Customer success metrics are essential to the growth of every SaaS company. When it comes to your SaaS business, you need to be measuring and evaluating your customer success. This helps you analyze how much value your customers gain from your product, and you can select particular KPIs to help you do so.

SaaS 52

SaaS Metrics Customer retention Surveys 52

Nicereply

JUNE 17, 2021

Nicereply is so easy to use and intuitive for our customers and our team as well. Having KPIs attached to customer satisfaction helps our team elevate our approach with our clients. We utilize the customer communication app, Front , to organize customer inquiries and stay on top of reply times. Canada, and Europe.

Feedback 105

Feedback SaaS B2B Education 105

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

HelpCrunch

AUGUST 3, 2018

Want to improve customer communications at your SaaS company? Read these five tips based on science and our own experience. The post 5 not-so-obvious tips to improve customer communications for your SaaS business appeared first on HelpCrunch blog.

SaaS 112

SaaS Customer Service 112

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. A freemium strategy uses a free version of a SaaS product to promote a premium version. Limited customer support. Giving prospects an opportunity to experience the benefits of the product. Limited storage space.

Upselling 89

Upselling SaaS Best practices Sales 89

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Dollars are dollars, right?”

SaaS 98

SaaS Upselling B2B Metrics 98

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Let’s look at three of the biggest keys. Continuous Onboarding.

Education 95

Education SaaS Accountability Enterprise 95

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Management 108

Management SaaS Surveys Feedback 108

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

SaaS 52

SaaS B2B Customer retention Upselling 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 103

Customer Experience SaaS Best practices Surveys 103

ChurnZero

MAY 6, 2022

If there was a great SaaS company starting out 10 or 15 years ago that focused on renewal before growth, they’d have built an enduring, incredible company that’d be healthier than all the companies out there today. “As You have to get your customers now. Product-market fit doesn’t mean you can sell customers.

B2B 98

B2B B2C SaaS Metrics 98

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

SaaS 86

SaaS Upselling Best practices Customer retention 86