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. Then, we’ll review how the freemium model has emerged as the optimal way to introduce prospects to SaaS products.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding: your new customer takes their first steps towards becoming an active user deriving practical value from your SaaS product. Onboarding.

SaaS 66

SaaS Best practices Upselling Education 66

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase. About PCI Pal.

Surveys 52

Surveys Customer Service Self service Chatbots 52

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Other Noteworthy News.

Finance 52

Finance SaaS Accountability Metrics 52

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. How to crush SaaS customer onboarding: a roundup of expert advice.

SaaS 98

SaaS Customer retention Surveys Consulting 98

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. For the cloud-scale applications, Datadog monitors the servers, tools, databases, and services, with a data analytics platform that is SaaS-based.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

Satrix Solutions

JUNE 10, 2021

Laura McGeary 2021-05-13T14:24:24-07:00 How to Design a Survey for a B2B Audience Laura McGeary 2021-05-13T14:24:24-07:00 May 13th, 2021 | 0 Comments Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. Use the contact us box to learn more.

B2B 78

B2B Surveys SaaS Best practices 78

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. And stay tuned for our next BIG RYG conference happening in fall 2021 (more details to come). 31 st Fastest Growing SaaS Company on SaaS Mag’s list.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

SmartKarrot

MAY 6, 2021

On that note, let us take a look at top 20 SaaS product review websites of 2021. If you are searching for one of the biggest up-and-comers in the SaaS product review space, G2Crowd is unmissable. GetApp is known in the SaaS world for its mobile or app friendliness. It has a specific section for SaaS news, ideas, etc.,

SaaS 10

SaaS B2B Advertising outsourcing 10

ChurnZero

MARCH 20, 2023

The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai. Compared with the same survey from 2021, Customer Success teams experienced a slight decline in ownership of renewals. Here’s how the survey responses to that question stacked up: 41.8%

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

MARCH 20, 2023

The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai. Compared with the same survey from 2021, Customer Success teams experienced a slight decline in ownership of renewals. Here’s how the survey responses to that question stacked up: 41.8%

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Download this eBook to learn how to crust your SaaS Customer Onboarding.

SaaS 52

SaaS Customer retention Surveys Consulting 52

Satrix Solutions

JULY 21, 2021

SaaS onboarding makes or breaks your customer retention. Given the evolution of the SaaS economy, Customer Success has become a top priority for leadership and board members alike. In challenging times, it feels more important than ever that Customer Success and Product are not just aligned but allied. About Abby Hammer.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

Education Services Group

JANUARY 19, 2021

Last year, we, along with our CS friends at ChurnZero and Higher Logic, embarked on an ambitious project to check-in with the CS community as a whole and find out more about the industry’s current place in SaaS business and uncover the trends influencing its growth. We are proud to present the Inaugural Customer Success Leadership Study !

Finance 52

Finance SaaS Benchmark Surveys 52

CustomerSuccessBox

DECEMBER 9, 2021

2021 passed away like a breeze but along with came a lot of lessons. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. In 2021, 91% of CS professionals stated their teams increased team numbers over the year. Even we cannot believe it.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

CSM Magazine

MAY 17, 2021

When Calabrio surveyed 273 contact centre managers from the USA, UK and the DACH region (Austria, Germany and Switzerland) the report results highlighted the importance of becoming cloud-proficient. Agility is the name of the game and has prompted a widespread move to the cloud. What’s next?”. About the Author. About Calabrio.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

SmartKarrot

NOVEMBER 25, 2020

Keeping the same context in mind, let’s look at some ways through which you can generate leads and acquire the first 100 customers for your SaaS business. #1 Using tools like SurveyMonkey , you can gather their important data like their company’s name and email address with just a simple survey. 1 Start with your network.

SaaS 11

SaaS B2B Marketing Feedback 11

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Every board meeting is going to suck.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

CSM Magazine

JUNE 1, 2021

At the height of the pandemic, CSPN and Medallia surveyed more than 400 call centre leaders and agents across 14 industries, seeking to understand the key trends influencing how contact centres are navigating service within and beyond the COVID-19 pandemic. Date: June 3, 2021. Time: 1PM – 1:45PM EST. Platform: WebEx. Register here.

Surveys 52

Surveys SaaS Coaching Employee engagement 52

CustomerSuccessBox

DECEMBER 13, 2021

He’s one of the 2021 Top 25 Customer Success Influencers. He had been recognized as a 2020 Top 100 Customer Success Strategist in a recent survey. Cognito is a global industrial AI-SaaS firm that supports the full-scale digital transformation of heavy-asset industries around the world.

SaaS 52

SaaS Metrics Sales CRM 52

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), Customer Advocacy: How to Get Your Customers and Customer Success Team Invested.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

CustomerSuccessBox

AUGUST 27, 2021

One of the most debated topics that are prevailing around the SaaS world is about- Who should be owning renewals? A study shows that the companies that most of the SaaS Companies follow one of these three types of Renewal ownership model-. Additional Resources: The Net Promoter Score Industry Trends 2021.

Sales 52

Sales Management SaaS Customer retention 52

SmartKarrot

SEPTEMBER 29, 2021

That is mainly due to the evolution of SaaS (software as a service) and how that has become a standard application delivery. To manage it all, companies today are taking to SaaS sprawl and letting it address each of these challenges. On that note, today, we will walk you through SaaS sprawl, its meaning and how it impacts business.

SaaS 10

SaaS Finance Government Management 10

SmartKarrot

SEPTEMBER 11, 2020

SaaStr is the world’s largest community of SaaS founders and executives. Through this graph, we can see the impressive growth rate of SaaS industry. In-person events won’t resume for most until 2021. Bizzabo conducted a survey of nearly 400 event and marketing professionals to understand the current global situation.

SaaS 10

SaaS Upselling Metrics Marketing 10

SmartKarrot

AUGUST 23, 2021

2021 has unlocked many ‘first-times’ for us and it is no wonder. Start taking live polls and surveys during your live stream. Do not forget to send out a quick survey , which can be in a ratings-based or a Q&A format to get the right feedback from your audience. Step Five: Increase Engagement at a Virtual Conference.

Surveys 10

Surveys SaaS Analytics Feedback 10

CSM Magazine

JUNE 23, 2021

Over 60 per cent of CEOs surveyed by Gartner revealed they believe digital transformation will spur an economic boom in 2021. He also manages global partnerships with industry-leading platforms in RPA, ML/AI and SaaS and integrate that IP into our solutions.

SaaS 52

SaaS Self service Analytics Surveys 52

ChurnZero

AUGUST 21, 2020

As new business slows for some lines of business, many SAAS companies will allocate more time to revenue protection, i.e. delivering features that help retain existing customers. The first half of 2020 threw us all for a loop and many SaaS companies found themselves with paused or stalled implementations of their newest customers.

Chief Customer Officer 84

Chief Customer Officer SaaS Sales Marketing 84

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. That’s either for support or brand research. […] 88% of people we surveyed felt better about brands that offer a shared space for customers to connect. Every Customer Success leader needs to be educated on the business realities of SaaS.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

SmartKarrot

DECEMBER 21, 2021

In 2019, there were 40,000 CS job vacancies available in the UK alone, and the number is constantly growing with increasing competition in the SaaS market. So in 2021, it’s time that CS is provided with a seat at the C-suite table and made part of CXO conversations. Most companies introduced a CS team in 2020- 2021.

SaaS 19

SaaS Customer centricity B2B Sales 19

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

Uniphore

JANUARY 25, 2022

Last fall, we surveyed Australian consumer perspectives of video conversations. What a wild ride the 2020 and 2021 holiday seasons were. It happened in 2020, and a promising-looking 2021 holiday season was duped again by the rise of new variants. Video-based AI software is the answer to that demand.

Healthcare 52

Healthcare Banking Enterprise Automotive 52

Satrix Solutions

MAY 13, 2021

With this in mind, we offer several complexities to consider when surveying your B2B customers. Fortunately, many of the considerations when building your customer satisfaction and loyalty survey can actually free you from the common constraints found in general consumer surveys. Be open to complexity in survey design.

B2B 78

B2B Surveys B2C SaaS 78

SmartKarrot

FEBRUARY 22, 2021

Customer Success (CS) teams tend to mirror the diversity found within the SaaS and other organizations that they work with. According to the Customer Success 2019 Survey , while 67% of entrants into CS are women and 33% are men, only 29% of the women move along their career paths to higher positions, as opposed to 71% of men.

SaaS 22

SaaS Surveys B2B Sales 22

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Setting Up for Success in 2021 – Follow this advice for Customer Success Managers who will be working from home in 2021 and beyond. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

JivoChat

MARCH 20, 2022

According to Statista report , the number of digital buyers worldwide in 2021 was over 2.14 B2C, B2B, SaaS (software as a service), physical products, services? Many of them are even willing to pay more if the service is worth it, as the Achieving Customer Amazement Survey Report , from 2021, showed.

Marketing 75

Marketing Sales B2C B2B 75

CustomerSuccessBox

JULY 19, 2021

For SaaS companies today, there are many aspects of their business to consider when creating and measuring success. What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. These are Top Customer Success Statistics in 2021.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards.

Healthcare 52

Healthcare Accountability Metrics Surveys 52