Nicereply

JULY 13, 2021

Peter Sajevics is the Head of Customer Success at Stylehub , a B2B E-commerce platform, for anyone who wants to run their business online. Regis Eloi is the former Director of Customer Support at Salsify. They provide B2B SaaS solutions for brands and manufacturers globally. For hardware products, there are always challenges.

B2B 98

B2B B2C SaaS Technical Support 98

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Amity

JULY 4, 2017

Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Nicereply

MAY 11, 2020

McKinsey found that repeat e-commerce customers spend more than double what new customers spend ($52.50 average cart size for repeat customers, compared to $24.50 for new customers). SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

ClientSuccess

AUGUST 23, 2022

Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. But what about the Customer Effort Score? What is a Customer Effort Score? How to calculate Customer Effort Score.

Customer effort 79

Customer effort Metrics SaaS Surveys 79

CSM Practice

SEPTEMBER 15, 2019

For a service company, the operations could be focusing more on renewals and upsells, keeping the communication lines open and responsive, enlightening the client about new solutions you can offer, or checking up on dormant accounts that are likely to churn. 4) Customer Experience Evaluation. Value Creation for Service Companies.

Accountability 45

Accountability Consulting Consulting Upselling 45

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 3. Customer Effort Score (CES). 4. Engagement Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 3. Customer Effort Score (CES). 4. Engagement Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ChurnZero

JUNE 17, 2022

Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. This would be something that an operations team or an onboarding manager or even a chief customer officer could look at.

Metrics 98

Metrics SaaS Surveys Self service 98

NobelBiz

FEBRUARY 15, 2023

And more important, Cloud Application Services (SaaS) spending went from 146,326 Millions U.S. The main idea here is that you must consider your ability to personalize conversations with clients and take into account his profile, the norm for each channel and his history with the company. This is a greater growth rate than the 18.8%

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

delighted

MARCH 15, 2019

Think of a relationship survey as the big picture benchmark, and the transactional survey as the nitty gritty tactic that helps you accomplish your overarching customer experience goals. Collect feedback based on customer segmentation. Your company’s user personas can also influence how your gather feedback.

Surveys 75

Surveys Benchmark B2B Feedback 75

Help Scout

JUNE 2, 2019

Here are just a few practical benefits of being a better-informed customer service provider: Faster answers ? When you don’t need to look in 12 different places for the customer’s account details or their service history, you can find the right answer and get back to the customer much more quickly.

Education 40

Education Accountability SaaS Customer retention 40

Kayako

APRIL 27, 2017

By running an NPS survey in isolation you don’t get the low-down on which customers have service satisfaction or suffer high-effort experiences. But customer satisfaction scores (CSAT) and customer effort scores (CES) offer few insights into customer loyalty either. Send surveys at natural pause points.

Metrics 72

Metrics Surveys Customer effort Best practices 72

Nicereply

MARCH 6, 2023

A robust pop-up survey tool will allow you to customize every aspect of your survey, from questions to display options to triggers. Metrics like Net Promoter Score and Customer Effort Score are used across millions of businesses. Typeform Typeform is a SaaS tool that specializes in online forms of all types.

Surveys 52

Surveys Feedback Enterprise Analytics 52

ProProfs Blog

NOVEMBER 9, 2021

Now that you have a plan, it’s time to set measurable goals such as improving customer satisfaction by 25% in the first quarter. Taking time in defining goals can lay a strong foundation of the journey to effectively measure customer satisfaction. Step 2: Taking Performance Indicators into Account .

Surveys 146

Surveys Feedback Metrics Customer retention 146

ChurnZero

JUNE 17, 2022

Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. This would be something that an operations team or an onboarding manager or even a chief customer officer could look at.

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Level of engagement with your customer success management (CSM) or other customer support interactions. Net Promoter Score ®.

Customer retention 52

Customer retention SaaS Education Feedback 52

SmartKarrot

FEBRUARY 14, 2023

Role: VP of Customer Success Location: United States (Remote) Organization: Meal Ticket As a VP of Customer Success you’ll drive Customer Success outcomes. T hrough cross-sell and up-sell, we can increase our revenue in those accounts. 10+ years of managing successful Customer Success teams in a SaaS company.

industry standards 19

industry standards Analytics SaaS Metrics 19

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. Online brand advocacy.

SaaS 106

SaaS Journey mapping B2B Feedback 106

NobelBiz

AUGUST 3, 2021

After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Kayako

MARCH 18, 2019

If it’s a SaaS product, and they lost time while you troubleshot and fixed the bugs, maybe offer them a refund or some credits to make up for lost time. If you do not have documentation for that part of your product, provide a direct answer to your customer about how to use it, and then turn that response into documentation in the future.

Customer Service 55

Customer Service Construction SaaS Feedback 55

Solvvy

AUGUST 31, 2022

You can use an additional KPI, customer effort score (CES), to learn how difficult your customers perceive interactions with your company or products. CES is typically based on answers to a straightforward customer survey, which asks for a rating from 1 for very difficult to 7 for very easy.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

SmartKarrot

DECEMBER 22, 2020

For Edtech companies, the initial point is whether students or teachers or customers received the log-in credentials. In this stage, customer efforts are mainly focused on delivering online materials, tech support and more. Once customers use the product, some engage very well. Some do not engage at all.

Education 10

Education Customer centricity SaaS Journey mapping 10

SmartKarrot

MAY 28, 2021

The focus is on keeping customers happy with the new language and properties. Service companies need to work like SaaS companies by keeping customer success at the core. Need for Customer Success in Service Companies. Customer success is made of value both monetized and non-monetized. Find out the following-.

SaaS 10

SaaS Education Customer retention Upselling 10

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). Laying out discussion topics can help identify the opportunities and risks associated with every account.

SaaS 55

SaaS Accountability Customer effort Metrics 55

ProProfs Blog

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 10: Customer Retention Cost.

Metrics 142

Metrics Customer retention SaaS Surveys 142

ClientSuccess

APRIL 26, 2022

Customer success teams work directly with customers – the most valuable asset for any SaaS organization – ensuring ongoing service and customer satisfaction is paramount. . As an executive metric, either on a per-customer basis or aggregated across a book of business, to gauge the overall health of a customer group.

Metrics 59

Metrics SaaS Accountability Customer effort 59

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Nicereply

NOVEMBER 28, 2022

Cancellation surveys are particularly valuable for SaaS businesses. Asking customers why they decided to cancel their account or downgrade to a lower subscription plan will shed some light on what’s behind this decision and help you improve your product and retention rates in the future. Website survey questions examples.

Surveys 52

Surveys Feedback Customer effort SaaS 52

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ClientSuccess

JULY 1, 2019

If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. On the other hand, 72% of customers will share a positive experience with 6 or more people. Services: Customer Effort Score (CES).

Finance 49

Finance Upselling Metrics SaaS 49

Nicereply

JUNE 18, 2020

Any investment in customer retention programs pays off in the form of higher revenue and reduced customer acquisition costs. Great companies think long term when it comes to keeping customers around. SaaS and eCommerce have been around long enough that some companies now have customers for over a decade.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Satrix Solutions

SEPTEMBER 15, 2020

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. Another option is to zero in on the feedback from your highest-valued customers. Tip 2: Develop a codebook to evaluate open-ended feedback.

Surveys 78

Surveys B2B Feedback SaaS 78

Nicereply

SEPTEMBER 9, 2019

Going beyond channels through changes to your products and services will make support easier to access, reduce customer effort, and allow you to resolve tickets faster. When support leaders are asked “how do you support your customers?” Where are your customers? Use your data.

Customer Support 65

Customer Support SaaS Customer effort Customer centricity 65

Education Services Group

APRIL 27, 2022

CSP (Customer Success Platform, Plan, or Professional): Can we all decide right now which one of these terms gets to use this three letter acronym and stick with it? It feels awkward to me, like we are desperate in our attempt for the customer to validate our process. And please, let me know if you’ve got any ideas!).

Metrics 98

Metrics Surveys SaaS CRM 98

Nicereply

DECEMBER 10, 2020

Among their most recent accomplishments are a successfully raised $59M seed round from earlier this year as well as being listed in a prestigious list of 1000 fastest-growing SaaS businesses in the world. Their integration for Front lets you see data about your customers such as their address, orders or refunds directly in your Front inbox.

Surveys 52

Surveys Feedback APIs call center solutions 52