Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

CSM Magazine

MARCH 31, 2023

You can’t afford to let antiquated customer service workflows slow you down or get in the way of delivering an exceptional customer experience. That’s why many customer-centric companies are turning to automation, using SaaS (Software as a Service) tools and processes to give their customer service teams a leg up.

SaaS 52

SaaS Customer Service Coaching CRM 52

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Click to download. Reach out via Email.

Feedback 102

Feedback Benchmark Surveys Analytics 102

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. Erkin Bek Koichumanov is the Product Marketing Manager at Intelogos.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

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. So, the question that arises is: How to reduce churn and improve retention with SaaS customer service?

SaaS 83

SaaS Customer Service Customer Support Best practices 83

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. Toolkit: Customer Success Metrics Toolkit.

SaaS 52

SaaS Metrics Surveys Feedback 52

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 390

Customer Experience Technical Support Finance Customer advocacy 390

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Incentivize Customer Retention.

SaaS 52

SaaS Customer retention Metrics B2B 52

ProProfs Blog

DECEMBER 27, 2018

Before we discuss how SaaS help desk software enables you to accomplish your business objectives, let us quickly learn what a help desk software tool is. Basically, it is a tool that aids customer support teams to track requests of end users and effectively resolve customer-care related issues.

SaaS 109

SaaS Airlines Customer retention Finance 109

ProProfs Blog

OCTOBER 30, 2021

The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. That’s exactly what market segmentation is all about! With the help of certain shared factors, a wide population can be put into subgroups for targeted marketing.

Marketing 142

Marketing B2B Advertising B2C 142

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

SaaS 96

SaaS Feedback Surveys B2B 96

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Reach out via Email.

Feedback 71

Feedback Benchmark Surveys Analytics 71

TeamSupport

JUNE 28, 2019

Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more. and providing more attention as needed to their new customer base.

SaaS 68

SaaS Morale B2B Feedback 68

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. The global eCommerce market size was valued at 9.09 DelightChat is a customer support software for eCommerce brands.

Customer Experience 232

Customer Experience SaaS Sales Marketing 232

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

SaaS 60

SaaS Feedback Surveys B2C 60

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. He shares how organizations can identify and solve customer pain points. What are customer pain points?

Advertising 120

Advertising SaaS Wait times Multichannel 120

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. Unlike any other service, there is an always-on connection between the providers and the customers. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. How do you do it?

SaaS 63

SaaS Sales Enterprise Feedback 63

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 108

B2B Customer Experience B2C SaaS 108

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. Unlike any other service, there is an always-on connection between the providers and the customers. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. How do you do it?

SaaS 51

SaaS Sales Enterprise Feedback 51

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 94

Surveys Feedback B2B SaaS 94

ChurnZero

FEBRUARY 21, 2022

That’s where a customer advisory board (CAB) can come into play. Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights. What is a customer advisory board? Sharing first-hand insight into the customer experience.

SaaS 98

SaaS Feedback Advertising Customer centricity 98

ProProfs Blog

FEBRUARY 21, 2019

Let’s assume you’ve got the perfect product; you’ve thought about a well-funded marketing campaign. To avoid scenarios like these, companies spend a fortune conducting market research and focus groups. We asked various customer experience experts how survey results have helped shape their marketing campaigns. The result?

Surveys 95

Surveys Marketing B2B SaaS 95

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. Customer satisfaction and feedback surveys.

SaaS 106

SaaS Journey mapping B2B Feedback 106

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. What can it tell you?

Metrics 80

Metrics SaaS Surveys Enterprise 80

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Win the Customer

NOVEMBER 11, 2016

These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base. The company offers a unique feature for it users in the form of advanced feedback. This is another SaaS product that is aimed at customers who are in desperate need of creating and managing a knowledge base.

SaaS 89

SaaS Enterprise Self service Analytics 89

Lumoa

JUNE 19, 2018

1: Address the feedback quickly It shouldn’t come as a surprise that the more efficient your team is in solving the customer’s issue, the more satisfied the customer will be. That’s exactly what was found out in the recent study by Zendesk : a faster response rate correlates with the higher customer satisfaction.

Feedback 64

Feedback Customer centricity SaaS Coaching 64

Nicereply

SEPTEMBER 4, 2023

Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? A NPS score is a market research metric that measures customer loyalty, satisfaction, and the likeability of a company’s performance. What is a Good NPS Score for SaaS? What is a Good NPS Score?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

ProProfs Blog

APRIL 17, 2020

According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing. Depending on the event and the scope of feedback, the questions could be asked in different ways, like: Yes or no questions. What Are Event Survey Questions ?

Surveys 125

Surveys SaaS Feedback Advertising 125

Nicereply

NOVEMBER 2, 2023

Response bias can cloud our view of genuine feedback. To make informed decisions, we must look beyond the distortion and truly hear our customers. Understanding response bias psychology is crucial for marketers, as it highlights the underlying motivations and cognitive processes that can skew survey data.

Surveys 52

Surveys Feedback Accountability SaaS 52

aircall

JUNE 28, 2022

They had the idea of creating SaaS softwares for all the key tools that businesses use, including email, media monitoring, professional credit cards, and phone calls. One of the best decisions we made at the end of 2014 was to make our early beta customers pay for the service. But let’s cut the s**t ?? that’s not the case here! .

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Build a brand reputation as a customer-centric business.

SaaS 87

SaaS Upselling Best practices Customer retention 87

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. External factors like market demand, pricing trends, or competitors’ initiatives can arise at any time, setting off a chain reaction that affects your overall CX. But CX very rarely deals in absolutes.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CSM Magazine

JULY 22, 2021

But not only has the face of the customer evolved over time, so too has the shape of the business world. B2Bs in the SaaS space today strive for agile growth. High engagement aids brand awareness and market positioning. Growing Customer Retention. Super-charging Customer Acquisition. Communities as Revenue Drivers.

Advertising 98

Advertising SaaS B2C Engineering 98

ProProfs Blog

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. Just in case they aren’t satisfied, they can opt for any of your competitors in the market. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142