LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

SaaS 106

SaaS Management CRM Sales 106

aircall

SEPTEMBER 11, 2017

Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 4 in 10 customers will avoid vendors for two or more years following a bad service interaction.

Customer Support 115

Customer Support B2C Upselling B2B 115

Nicereply

NOVEMBER 23, 2023

Quick Stats and Figures Loyalty and Trust: A study by Bain & Company showed that a 5% increase in customer retention can lead to a 25% to 95% increase in profits. Satisfied customers stay loyal, and trust translates into a solid bottom line. They remind us why we do what we do: to make customers happy.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

JivoChat

APRIL 28, 2021

Customer service is king. What many companies fail to realize is that there are many different types of customer service. An essential aspect of customer service is engaging with customers where they are when they need you. Reactive vs. Proactive Types of Customer Service.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Email the Customer.

Customer retention 95

Customer retention Best practices B2B SaaS 95

Kayako

MAY 16, 2018

Especially when it comes to service businesses, both traditional and SaaS, because service solutions often need to be tailored to the individual customer. Here are 7 ways that you can use phone calls and live chat to give your customers more immediate gratification and increase your company’s revenue.

Customer retention 59

Customer retention Upselling Sales Feedback 59

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. Growing Customer Retention.

Advertising 98

Advertising SaaS B2C Engineering 98

CustomerSuccessBox

JUNE 7, 2021

Additionally, Customer Success informs strategy; it helps companies understand the customer lifecycle and experience better so they can improve it. Alternatives to Customer Success platform. Saas businesses have already tried alternatives like an intercom. The post Are there any alternatives to Customer Success platforms?

SaaS 52

SaaS Upselling B2B Customer retention 52

Nicereply

MAY 11, 2020

You consider them easy to use, their customer service is great and the computers last a long time. Even if you can somehow start filling the bucket faster, you’re still losing valuable customers. Patching up the hole (or improving customer retention ) means keeping more customers in the business bucket.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

SmartKarrot

JUNE 2, 2022

Customer experience is crucial for any B2B SaaS business. Any B2B SaaS business must keep the customers with the business with a good customer experience. In fact, a customer experience that satisfies customers leads to reduced churn. 8 Inspiring B2B Customer Experience Examples.

B2B 10

B2B Customer Experience B2C Banking 10

ChurnZero

NOVEMBER 9, 2018

How Customer Success Differs from Customer Service, Experience & Everything Else! There’s customer service, customer success, customer experience, customer happiness, customer loyalty, customer retention… and a lot of customer confusion.

Customer Service 45

Customer Service SaaS Customer retention Morale 45

CustomerSuccessBox

APRIL 19, 2022

Enables a comprehensive view of every customer interaction across separate channels that give insights into a customer’s movement, and time spent at a touchpoint and helps detect pain points from a customer’s point of view. Why is it important to have Customer Journey Analytics? Customer Care and Customer Service Team.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Email the Customer.

Customer retention 52

Customer retention Best practices B2B SaaS 52

SmartKarrot

FEBRUARY 16, 2022

Software as a service or SaaS has been growing as a leading software distribution model. The world of SaaS has simplified software creation and distribution making access easier than before. Leveraging the power of cloud technology, SaaS has re-engineered the way we look at modern technology and software. Aaron Levie.

SaaS 10

SaaS Finance B2B Marketing 10

Solvvy

JUNE 17, 2021

Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. High-value customers should receive preferential treatment to maintain customer retention. Tiered support packages have become a revenue-generating and commonplace practice for many SaaS and B2B companies.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Totango

JUNE 4, 2021

This encourages greater loyalty, higher customer retention and more enthusiastic brand ambassadorship. Rewards will differ from B2B to B2C customers. 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.

B2C 62

B2C Upselling Journey mapping B2B 62

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. Chief Customer Officer - Gainsight. Dave is an industry veteran and early leader for Customer Success Management.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

SmartKarrot

APRIL 24, 2020

What is Customer Segmentation in SaaS? In B2B businesses, we often use the 80-20 rule that says, 80% of the profits are incurred from 20% of the customers. This is the foundation of customer segmentation in SaaS. As a SaaS business, you’d have often tried to make your service ‘good for everyone’.

SaaS 12

SaaS B2C B2B Customer retention 12

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Amity

JULY 13, 2016

Customer Support and Customer Service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. They explore customer retention, engagement, and expansion.

SaaS 81

SaaS Best practices industry standards Consulting 81

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. Top 5 Customer Success Tools Every Business Must Use 1.

Management 52

Management CRM Analytics Customer retention 52

LiveChat

JANUARY 3, 2019

Shopify customer service – best practices to implement in your business. Another thing that was interesting for Mateusz was the level of their customer service. Swift responses (a 30 second response time), professional and friendly agents, and 90% of customer satisfaction. To be precise, we had 84,828 views total.

Chatbots 59

Chatbots B2B SaaS B2C 59

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 105

Best practices SaaS Journey mapping B2C 105

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Freshcaller

AUGUST 21, 2018

It’s up to us to define what these satisfaction goals are and hence, they are going to vary from product to product or service to service, and both product and service if you are a SaaS company. This is where building user personas come in handy, both for B2B and B2C players. User personas and situational factors.

B2C 40

B2C Customer retention B2B Metrics 40

Amity

JULY 13, 2016

Customer Support and Customer Service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. They explore customer retention, engagement, and expansion.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Customer Support and Customer Service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. They explore customer retention, engagement, and expansion.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Customer Support and Customer Service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. They explore customer retention, engagement, and expansion.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Customer Support and Customer Service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. They explore customer retention, engagement, and expansion.

SaaS 48

SaaS Best practices industry standards Consulting 48

SmartKarrot

JUNE 24, 2021

Gain Grow Retain is an open, free community for customer success leaders of B2B SaaS organizations. Some of the topics discussed include frameworks for client management, why customers ‘ghost’ sometimes, developing customer success plans and more. Future of SaaS. Customer Retention and Happiness.

SaaS 17

SaaS Best practices B2B Customer retention 17

JustCall

NOVEMBER 25, 2022

Talkdesk® is the global cloud contact center market leader for customer-focused businesses. Their customer experience solutions that prioritize automation optimize the customers’ most crucial customer service processes. Better consumer experiences, they think, begin with AI. NICE CXone. Observe.AI.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. She has also geared up many product-based SaaS companies as an Investor in recent times. he has been supporting the customer relationship management professionals and teams for over decades now.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. 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

SmartKarrot

JANUARY 5, 2022

She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies. Jason is the VP of Global Customer Success at Vinli Inc.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23