Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 102

Feedback Benchmark Surveys Analytics 102

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 83

B2B SaaS Education Brand ambassadors 83

Totango

DECEMBER 29, 2021

A customer-centric product roadmap meets the needs of today’s digital-driven SaaS market. Today’s SaaS customer makes purchasing decisions based on their digital experience of your brand. Another important source of data is customer satisfaction surveys. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 98

Customer centricity SaaS Upselling Metrics 98

Nicereply

JUNE 17, 2021

As a B2B SaaS company that works with organizations to provide employee programming, recognition incentives, and rewards, our Customer Success team fields a range of inquiries. People at Cooleaf wanted to find a tool that enabled them to maintain high-level of customer satisfaction & gather valuable customer feedback.

Feedback 105

Feedback SaaS B2B Education 105

ChurnZero

MAY 30, 2024

I’ll admit: the title of this article is slightly misleading. Content for your educational program already exists in support articles, internal training documents and even recordings of customer calls. Customer feedback can be an emotional rollercoaster. Take their feedback seriously, but always with a grain of salt.

Education 95

Education Feedback Entertainment Metrics 95

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. In this article, we will explore the transformative potential of AI in customer service and the importance of ensuring employee well-being in the process.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

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. Another survey suggests that 68% of the participants will stick to a brand only if their experience is commendable. Read Shep’s latest Forbes article: Map Out Your Success With A Journey Map.

Customer Experience 393

Customer Experience Technical Support Finance Customer advocacy 393

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. In the SaaS industry, this usually concentrates on the digital user experience, such as offering the best business phone service or service desk management.

SaaS 52

SaaS Metrics Customer retention Surveys 52

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 71

Feedback Benchmark Surveys Analytics 71

CSM Magazine

MARCH 31, 2023

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. In this article, we’ll closely examine the benefits of customer service workflow automation and how SaaS tools can help make it happen.

SaaS 52

SaaS Customer Service Coaching CRM 52

JustCall

OCTOBER 6, 2022

?SaaS companies are in a race for growth. That’s why we see many SaaS businesses starting their business with just the right features: enough to make the product useful, but not too much – so they don’t scare away early adopters. Every company wants a great customer experience SaaS. Take Product feedback.

SaaS 52

SaaS Customer Support Enterprise Analytics 52

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. Businesses can collect this information through surveys, interviews, focus groups, and customer data.? .

Customer Service 200

Customer Service B2C B2B SaaS 200

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer Feedback: Qualroo. Customer Retention Software Cuts Down Client Churn.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Totango

JUNE 3, 2022

Link to helpful articles, FAQs, or videos]. Two of the biggest tasks for customer success managers is keeping customers engaged and generating feedback to ensure they are satisfied. Feedback Request Email Template. Customer feedback can help you improve your product and enhance customer satisfaction. Customer check-ins.

Feedback 110

Feedback SaaS Surveys Accountability 110

ProProfs Blog

NOVEMBER 9, 2021

Consider analyzing the questions such as: How will you collect customer feedback? What type of surveys do you wish to send? Will you also collect unsolicited feedback? Also, they could leave negative feedback for your business over social media or product reviews. Step 1: Set Goals and Plans. How to Calculate your NPS?

Surveys 146

Surveys Feedback Metrics Customer retention 146

delighted

JUNE 13, 2019

In a previous post on biased survey questions , we went through how bad survey questions (e.g. leading or double-barreled questions) can negatively impact your survey results. In this post, we’ll be diving into the other major cause of misleading survey data: survey bias. The same is true in the retail space.

Surveys 56

Surveys Feedback Construction Best practices 56

CSM Magazine

JANUARY 24, 2023

In this article, Palak Dalal Bhatia, CEO and Founder of IrisAgent, explains how AI-powered automated tagging can provide a reliable source of customer feedback for Product Managers. These approaches thus often fail to capture the full spectrum of feedback and do not deliver real-time, reliable, and actionable insights.

Management 52

Management Engineering Feedback Customer centricity 52

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Totango

SEPTEMBER 13, 2022

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. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous.

SaaS 87

SaaS Upselling Best practices Customer retention 87

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In this article, we’ll cover what you need to know to create an effective onboarding checklist. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

ShepHyken

SEPTEMBER 24, 2021

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. SaaS has changed the traditional sales rules. With SaaS, purchases are mainly cloud-based with major demand. Use Customer Success as a carrot.

SaaS 390

SaaS Sales Customer Experience Upselling 390

Nicereply

NOVEMBER 16, 2022

In this article, you’ll find the essential equipment you need to be effective as a support manager. Feedback tools to collect CSAT, NPS, and CES data. As a manager, you know how important customer feedback is to take your product in the right direction. Critical tools for every customer support manager. Example: Nicereply.

Management 98

Management Analytics Feedback Surveys 98

Nicereply

OCTOBER 12, 2021

Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used. In this article, let’s explore what data can help support be more effective and how to get that data to your agents. Feedback Context. Data is everywhere!

SaaS 118

SaaS Self service CRM Feedback 118

Amity

DECEMBER 9, 2016

While wading through this endless sea of content, I’ve recently read a few amazing articles that speak about how to market to your current customers in order to increase retention and help them continuously succeed—and it got me thinking: What if we took a look in the other direction? Do you send out NPS surveys? (If

Marketing 109

Marketing SaaS Sales Surveys 109

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. We’ll go over the high-level Customer Success KPIs you’ll need on your dashboard to receive fast insights in this article. 360 Customer Success Dashboard. Voice of Customer.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Annual Customer Survey. Inquiry Survey. Social Media.

SaaS 75

SaaS Enterprise Feedback Surveys 75

Totango

FEBRUARY 10, 2021

Incorporate customer feedback. Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Adoption: actions your customer takes which promote increased use of their purchase (such as learning advanced features of a SaaS app).

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

CustomerSuccessBox

SEPTEMBER 2, 2021

An average SaaS business spends 92% of their first-year revenue on customer acquisition. In this article, I will explain why the CAC metric is important, how you can measure and improve it. B2B SaaS companies determine the CAC by two major components. In the SaaS industry, your product goes through various updations.

SaaS 52

SaaS Metrics Advertising Sales 52

CSM Magazine

FEBRUARY 22, 2022

It is a help desk software for post-sales support and allows your customers to submit their complaints and feedback, which you and your team can address at any time. You can create an interactive help centre knowledge base by uploading articles and tutorials for self-service. Datto SaaS Protection. Conclusion.

Customer Experience 52

Customer Experience CRM Big data SaaS 52

ChurnZero

JUNE 12, 2020

When we represent our organizations, we want to generate more revenue with fewer resources,” explains Smartsheet in their article on calculating productivity. SaaS businesses typically begin to invest in Customer Success Operations when they reach around $10 million in revenue. When should I add Customer Success Operations?

SaaS 80

SaaS Metrics Customer retention Analytics 80

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

Satrix Solutions

FEBRUARY 12, 2020

This article was originally published by Gainsight. For example, if you can quantify the revenue impact of an improvement made based on customer feedback, then it’s very likely that support for your efforts will grow. Use customer feedback to define company priorities. Consider other opportunities to gather feedback.

B2B 78

B2B Feedback Consulting Consulting 78

delighted

JUNE 29, 2021

With their feedback, you can know instantly if you have a poor product/market fit. Articles, user behavior studies, industry groups, and social media are all great sources to tap for the reality of the market and what consumers want. Product/market fit is all about making sure each layer lines up with one another.

Marketing 92

Marketing SaaS Metrics Transportation 92