Anatomy of a Customer Case Study


Current customers are some of the most prominent advocates and marketing opportunities available for SaaS organizations. Customers can become a crucial part of your outbound content strategy through customer case studies, referrals, marketing opportunities, and more. .

Case study: Gainsight’s community-driven product feedback loop


As a Customer Success Community platform on a mission to improve Customer Success in SaaS, having Gainsight choose us as their community platform further cemented our belief that community is (and always should be) at the heart of Customer Success. Case Study Close the loop


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Case Study | Efficient back office processes drive improved customer experience


South African Airways (SAA) is the country’s national airline carrier and services most major domestic and international routes. The post Case Study | Efficient back office processes drive improved customer experience appeared first on Business Process Outsourcing Services | Merchants CX SA.

How to Write a SaaS Case Study: A Step-by-Step Guide (+ Template)


To write a SaaS case study, you must remember certain pointers. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results. Are Case Studies Effective? Case studies help-.

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Dedicating Support to Subscription Renewal Management


Learn how a cloud services company migrated from an on-prem to SaaS model, without sacrificing on-time renewal rates. Case Studies Case StudyThe post Dedicating Support to Subscription Renewal Management appeared first on Concentrix.

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Digital Health SaaS


The global leader and premier provider of digital health and wellbeing SaaS solutions and services wanted to deflect tedious calls away from their IVR and contact center reps. Case Studies Healthcare On-Demand Apps Visual IVR

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Top 10 SaaS Conferences of 2022


The best way to persevere within the SaaS industry is through better networking and productive collaboration. Here’s a simple curated list of Top 10 SaaS conferences of 2022 that you can add to your calendar and learn from the best!

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How to improve SaaS free trial to paid conversions


SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. Use this guide on how to improve free trial-to-paid conversions to help you increase your SaaS free trial conversion rate.

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5 Examples of Customer Success Marketing for SaaS Teams

Help Scout

Lincoln Murphy sums up the value that existing customers offer to growing SaaS companies: “The majority of the revenue from your relationship with a customer happens post-sale. Case studies.

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Auror’s Path to 80 NPS (and Why You Should Care)


What do crime fighting, SaaS technology, real-time customer feedback and New Zealand all have in common? Auror is a New Zealand-based SaaS company that provides real-time crime intelligence. Not your everyday SaaS company, right? In case you need a refresher, in J.K. Like any up-and-coming SaaS startup, rapid growth is a big part of Auror’s roadmap to success. Uncategorized case studies customer success

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SaaS Companies: Implement a Product NPS Program in 5 Simple Steps


It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Many SaaS companies are hesitant to ask the NPS question of their hundreds of end-users, so instead they end up only taking feedback from a few key stakeholders - a.k.a. The same applies for B2B SaaS companies.

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Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming. • Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content!

7 Customer Marketing Strategies to Increase SaaS Retention


These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Celebrate (and Capitalize) on Success With Case Studies. Does your marketing often drop the L-bomb? You know the one: leads.

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Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy(Part 2)

Natalie Petouhof

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. Bluenose specializes in providing SaaS businesses a customer success platform to manage their customers with all-encompassing visibility through a comprehensive early warning system, intelligent marketing campaigns built to instill loyalty, and integrated playbooks (see Figure 2).

4 Customer Success KPIs every High Touch SaaS Company should Track

CSM Practice

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. How do you know if your customer success team’s initiatives are truly working and which of them are not?

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A Step-by-Step Guide to Creating SaaS Buyer Personas


SaaS buyer personas will help identify the right customer type and satisfy their needs. The SaaS company will be able to keep customer requirements and ideas and develop content that meets customer needs. Why Should a SaaS company form a Buyer Persona?

Top 22 SaaS Podcasts of 2022 to Supercharge Your SaaS Business Growth


The SaaS business landscape is changing and expanding. There are multiple forms of content in SaaS, and one that has catapulted to public attention is podcasts. Some amazing SaaS podcasts that create content around such businesses. SaaS Growth Stacking Podcast. SaaS Boss.

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6 Exclusive Hacks Of CustomerSuccessBox To Accelerate Customer Retention For Your SaaS


Although the Global SaaS industry suffers from a 30% churn rate and at the same time there are companies who are hitting 130% MRR. In a Subscription economy, the customer is the true king.

How Top SaaS Companies Use Customer Success to Answer Their Biggest Marketing Problems


If you’ve built up a knowledge base to help out your current customers, chances are that folks in the research stage will also be Googling every use case they can think of before making a decision about your product. The full interviews are used for customer case studies, but then they also categorize the best quotes by topic. Ever log on to your computer in the morning and immediately get that sense that you’re drowning?

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Top 10 Must-Read Books for SaaS Founders and CEOs


For the SaaS founders and CEOs, there is especially a whole lot to regale them with information and more. If you as a SaaS founder have been wondering lately on some of the must-have books on your shelf, we have put together a list of top 10 must-reads for you.

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Top 5 Growth Marketing Strategies for SaaS Products


And this is even more difficult when it comes to companies that offer SaaS products. To grow and succeed in such a dense market, it is important for SaaS companies/product owners to come up with an effective growth marketing framework – with 100% effective growth marketing strategies.

SaaS customer retention best practices to maximize renewals


In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. In this age and especially in the SaaS space, you need to have a proactive approach.

How to Do SaaS Competitive Analysis: The 2021 Guide


Analysing your competitors is necessary for any SaaS business to grow and develop in terms of customer satisfaction. How to do a SaaS Competitive Analysis. In case of any expansion plans, are you looking in the same direction.

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Top 8 SaaS Account Management Best Practices


A list of Top 8 SaaS Account Management Best Practices to help you grow your existing accounts and increase revenue. #1 The post Top 8 SaaS Account Management Best Practices appeared first on SmartKarrot l Comprehensive Customer Success.

How to Give Winning SaaS Product Demos: An Essential Guide


If you are into SaaS products, you know how demos are a big deal. A good SaaS product demos goes a long way in the purchase decision. Product demos, especially in SaaS, are crucial in decision-making. But, how to give a winning SaaS product demo that wins customers?

CSM Team Performance Metrics That Matter

CSM Practice

Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others.

How to Get Customer Referrals: Best Practices for B2B SaaS Companies


Reaching out to them for other channels of advocacy like case study, testimonials, or writing a review, would enhance your chances of getting referrals. To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo.

How to define the journey for a SaaS customer/client to get high retention


This company strives to offer analytics solutions for SaaS companies and brought out a podcast by the name of Ramp. As you are already a part of the SaaS industry, it will be much helpful for you to know all about the various stages that make up the customer’s journey.

How to Build Client Relationships Digitally: 14 Pro Tips


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. Showcase client case studies.

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SaaS: How to avoid the most common post-sales pitfalls!


In the case of customer success, these rock bottom or what we call as the pitfalls could make the hair-line difference between churn and customer stickiness. The post SaaS: How to avoid the most common post-sales pitfalls!

Cloud Based Solutions, the Contact Center and Future of AI


So in a world where every product description ends in “aaS” from SaaS to CCaaS, it only makes sense that AI should follow suit. There are many incredible case studies of AI positively transforming the contact center.

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Secure Unified Comms for Healthcare: How to be the Salesforce in a Siebel World

Revation Systems

In the early 2000s, the company launched its Software-as-a-Service (SaaS) model, which proved popular among businesses and ultimately made Siebel’s once innovative CRM platform obsolete. The case study of Salesforce and Siebel illustrates how technology is constantly shifting, and why it’s important for organizations to remain forward-looking and never settle for today’s answers in light of tomorrow’s problems.

Attention CSMs : How to carpe your diem!


In case, you are planning to switch to Customer Success and wonder how we truck through our day, here’s a little glimpse. These platforms generally have very handy dashboards comprising of a number of parameters – users, usage, initiatives, adoption of the initiatives/use case, etc. The Marketing team for facilitating case studies, success stories, best practice docks, etc. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox.

11 Levels of Customer Success Maturity


As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase!

How Customer Success and Marketing Can Work Together to Increase Customer Retention


The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Case Studies. Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon.

Upcoming Customer Success Events(June and July 2022)


Customer Success is steadily gaining importance globally and is the first line of defense for most SaaS firms. Whether it is to boost conversions, reduce churn or drive retention, Customer Success is at the forefront always.

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SaaS Tip: How to use customer marketing appropriately to massively enhance retention!


You can feature a short case study or a story of any of your customers who got success through your product. The post SaaS Tip: How to use customer marketing appropriately to massively enhance retention! Source.

How Real-Time Customer Feedback Drives Customer Obsession at Fleetio


How does a SaaS-based fleet software company solve complex customer needs at scale? Fleetio is tasked with modernizing, simplifying, and improving these fleet management processes with SaaS technology, which is no easy feat. To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study. Get the Case Study. They rally their entire organization around customer feedback.

Top Customer Success Events in 2022


SaaStock is the best conference in Europe for SaaS founders and Executives. You get to connect with founders, executives, and investors to help you build your B2B SaaS companies. There will be around 5,000+ SaaS founders, execs, and investors who will be participating in SaaStock 2022.

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Customer Advocacy: How to Get Your Customers and Customer Success Team Invested


If you work for a SaaS business, you know word-of-mouth marketing is everything. Thus, the salesperson promises their prospect a conversation with a customer about a specific use case or pain point. Customer Advocacy: How to Get Your Customers and Customer Success Team Invested.