CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. What is Customer Retention?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

Pointillist

MARCH 22, 2018

5 steps to find better upsell and cross-sell opportunities using journey analytics. A SaaS benchmarking survey looked at the customer acquisition costs (CAC) needed to acquire $1 annual contract value (ACV) for new customers compared to upsell to existing customers. Are they the same? Why is upsell and cross-sell important?

Upselling 71

Upselling Analytics B2B B2C 71

SmartKarrot

JULY 8, 2020

Building a successful SaaS business is a herculean task that comes with a unique set of challenges. The wide range of SaaS solutions available in the market makes it difficult to woo new customers. The good news is that you’ll find a plethora of SaaS analytics tools on the internet. Key Metrics for SaaS Businesses.

SaaS 10

SaaS Analytics Metrics Customer retention 10

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. He brings expertise in both services (applications, infrastructure, and process) and products (SaaS/ BPaaS/PaaS) Ritesh was most recently with Tech Mahindra where he spent the last five years as the president of a $1.4 U-Self Serve.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

aircall

NOVEMBER 24, 2021

A mobile-first approach implies wherever your sales reps are—the office, a trade show, an event, or at home—they can securely access business tools on their mobile phones. . A mobile-first approach requires effective Saas programs, including a voice solution. SaaS tools can help you collect it, sort it, and make it useful. .

Sales 62

Sales SaaS Analytics Coaching 62

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. What Is Contract Renewal? In-App Promotions.

Customer retention 94

Customer retention SaaS Best practices Upselling 94

Totango

SEPTEMBER 30, 2020

Today we are releasing the Early Warning System SuccessBloc, which gives you instant visibility into customer signals and critical events, alerting you to proactively engage when needed. Risk Analytics and Reporting. Overdue Payments and Outstanding Balances. With the Early Warning System SuccessBloc, we’ve got you covered.

SaaS 62

SaaS Consulting Consulting Enterprise 62

Totango

OCTOBER 7, 2021

Use a Product Analytics Map for Your Product. In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. Totango allows you to set up workflows called SuccessPlays which are triggered automatically or manually when pre-defined events occur.

Feedback 102

Feedback Benchmark Surveys Analytics 102

Nicereply

NOVEMBER 16, 2022

Most feedback tools also allow you to track and analyze your customer feedback using built-in reporting and analytics. Analytics tool to see the big picture clearly. Getting comfortable around a powerful data analytics tool can feel intimidating. Many support ticketing tools have built in analytics, such as Zendesk Explore.

Management 98

Management Analytics Feedback Surveys 98

ClientSuccess

MARCH 13, 2020

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. If you know SaaStr, or just SaaS in general, then you know Jason. Watch the video here.

SaaS 52

SaaS Enterprise Healthcare Sales 52

Totango

NOVEMBER 15, 2021

Subscription billing is the lifeblood of SaaS revenue. Billing apps help you automate processes such as offering quotes, creating recurring subscriptions, collecting bills, tracking payments and tracking subscription analytics. Support events are critical steps in the customer journey. Billing: Zuora. Support: Zendesk, Jira.

CRM 111

CRM Upselling SaaS Chatbots 111

ClientSuccess

MARCH 13, 2020

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. If you know SaaStr, or just SaaS in general, then you know Jason. Watch the video here.

SaaS 52

SaaS Enterprise Healthcare Sales 52

Totango

OCTOBER 7, 2021

Use a Product Analytics Map for Your Product. In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. Totango allows you to set up workflows called SuccessPlays which are triggered automatically or manually when pre-defined events occur.

Feedback 71

Feedback Benchmark Surveys Analytics 71

Totango

NOVEMBER 15, 2021

Subscription billing is the lifeblood of SaaS revenue. Billing apps help you automate processes such as offering quotes, creating recurring subscriptions, collecting bills, tracking payments and tracking subscription analytics. Support events are critical steps in the customer journey. Billing: Zuora. Support: Zendesk, Jira.

CRM 88

CRM Upselling SaaS Chatbots 88

CustomerSuccessBox

APRIL 18, 2019

Segment, leaders in synthesizing first-party customer data, and CustomerSuccessBox, an Outcome driven Customer Success platform for B2B SaaS, join hands to deliver desired outcomes. and send this data into Destinations (SaaS tools, internal databases or queues, or a data warehouse) to perform analytics, run marketing campaigns and much more.

SaaS 40

SaaS B2B Accountability Analytics 40

AWS Machine Learning

OCTOBER 6, 2022

Almost the entirety of the Informed SaaS service is hosted and enabled by AWS services. Visit Automated data processing from documents to learn more about reference architectures, code samples, industry use cases, blog posts, and more. She brings a breadth of expertise in Data Analytics and Machine Learning. About the authors.

APIs 71

APIs Banking SaaS Engineering 71

Nicereply

FEBRUARY 20, 2023

“ Company background: Salecto is a Danish-based SaaS company that provides full-service Magento webshops to customers who appreciate empathetic support and counseling on their e-commerce journey. In the event that they provide negative feedback afterward, we can follow up and handle the situation.”

Feedback 52

Feedback Consulting Consulting SaaS 52

SmartKarrot

FEBRUARY 3, 2022

Brazil’s SaaS landscape is bustling, thanks to the number of innovative startups that entered the horizon in recent years. In an attempt to know more about the SaaS environment in Brazil, we have researched the best SaaS companies in Brazil and came up with a list of 20 SaaS companies in Brazil. Founded in: 2011.

SaaS 10

SaaS Real estate Construction Transportation 10

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics Upselling SaaS Accountability 52

ProProfs Blog

AUGUST 6, 2021

Whether you are an entrepreneur looking to get super-productive teams or an HR professional striving to retain your valuable employees, this blog is for you. Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on. What is Employee Engagement Software?

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

OCTOBER 30, 2021

In this blog guide, we will be discussing. A B2B example can be a SaaS brand that offers a marketing platform for small businesses. Occasion/event. You can consider events like going to college, getting a job, getting married, having children, etc. Let’s check out how you can leverage the power of marketing segmentation.

Marketing 142

Marketing B2B Advertising B2C 142

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Avaya

NOVEMBER 7, 2016

If you’ve been following the Avaya Connected Blog in recent weeks, hopefully you’ve read about the changes Avaya expects to see in Customer Engagement as we roll out the Avaya Oceana™ Solution , a contact center suite for the digital age. The post Verbio Brings Voice Biometrics to Avaya Breeze™ appeared first on Avaya Connected Blog.

Contact Center 70

Contact Center Engineering SaaS Enterprise 70

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series.

Metrics 52

Metrics Education Upselling SaaS 52

SmartKarrot

JUNE 23, 2020

SaaS businesses, more than any other, is dependent on the customer. When companies discovered this and User Interface (UI) and Customer Experience (CX) overtook other measures of SaaS success, the way business is done shifted from market oriented one to a product led one. Enter the SaaS dragon – data.

Analytics 10

Analytics SaaS Upselling Entertainment 10

Pointillist

FEBRUARY 19, 2018

AI and customer journey analytics are key components in assembling businesses with One Voice, joined across silos and touchpoints. Data unification is a must for any type of behavioral analytics. Most leading SaaS platforms have APIs and consider 3rd-party integrations to be a critical component of their value proposition.

Customer Experience 111

Customer Experience Analytics APIs Chatbots 111

CSM Practice

MARCH 13, 2020

As beneficial as they can be, the exit of a champion is one of the most common reasons for churn in SaaS companies for many reasons. Send contextual progress reports, research reports, and relevant blogs to your sponsors to prove value and create top-of-mind awareness of your solution. READ our Customer Success BLOG: [link].

SaaS 82

SaaS Best practices Enterprise Accountability 82

JivoChat

DECEMBER 8, 2021

You are going to find newsletter templates divided into categories such as ecommerce, blog and media, SaaS (Software as a Service) , schools, charity, and holidays. . You can choose your email template to build a newsletter for a special event such as Christmas, Valentine’s Day, or Mother’s Day. . Drag and drop tool.

Real estate 52

Real estate Accountability Automotive Education 52

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. My team’s time is divided between analytics, customer conversations, firefighting, and setting up the customer base for future success. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

NICE inContact

JANUARY 31, 2019

In fact, I’ve included a link to an unbiased market source at the end of this blog. Instantly available, hosted contact center services including support for omnichannel communications and sophisticated routing, with native workforce management and analytics. There are plenty of places you can go to find that information.

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

Amity

JANUARY 16, 2019

Most of today's SaaS businesses already have a Customer Success department built in order to improve the experience provided to their customers and to help them achieve the desired outcomes. Webinars, blog posts, and events can help you build your advocates!

Customer centricity 66

Customer centricity SaaS Sales Marketing 66

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59