Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers?

Surveys 78

Surveys SaaS Feedback B2B 78

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Related resource: The SaaS debate: Who owns the renewal and upsell?

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Related resource: The SaaS debate: Who owns the renewal and upsell?

Upselling 97

Upselling Metrics SaaS Sales 97

CustomerSuccessBox

MARCH 27, 2019

So, make sure you decide it after consulting with your team. We recorded a video with our Founder & CEO, Puneet Kataria to discuss the same. ?. You may have different SaaS customer success best practices that are specific to your company. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox.

Upselling 66

Upselling SaaS Best practices Feedback 66

aircall

JUNE 18, 2021

Depending on your campaign, a conversion could be anything from signing up for your mailing list or clicking on a CTA button to scheduling a free consultation. Video Views. Video views are a simple and reliable way to measure customer engagement. The more views your video content has, the more appealing it is to your audience.

Interactive Voice Response 71

Interactive Voice Response Feedback Metrics Marketing 71

ChurnZero

AUGUST 18, 2020

You can’t grow if the customer doesn’t achieve their objectives, provide feedback, and validate your value by advocating their results as social proof. Grow revenues through requests for expansions, feedback, references, and social proof by applying Success Chain concepts. Business reviews are a great point to get feedback and ideas.

Sales 98

Sales Feedback SaaS Finance 98

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). Irit Eizips here from CSM Practice, the customer success strategy consulting firm. There should be an open feedback loop.

Metrics 52

Metrics SaaS Surveys Self service 52

Amity

JUNE 1, 2017

If you’ve spent any time in SAAS Customer Success, you’ll understand that one of the most important aspects of adopting a new software product is the onboarding and training period. They should watch the training videos, and read the how-to articles, leaving the more complex questions and topics for the one-on-one session.

Benchmark 69

Benchmark SaaS CRM Consulting 69

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. These might include providing product feedback or internal collaboration.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders.

Journey mapping 52

Journey mapping SaaS Customer centricity Education 52

Inbenta

SEPTEMBER 29, 2021

Set up real-time feedback by asking customers if their issue has been resolved. Using a video call app , for example, will allow you to screen share and use online video chat. One way around this is to ask for customer feedback. It’s a good idea to leave customer feedback tickets open for at least a day. .

Best practices 59

Best practices Interactive Voice Response First call resolution voip 59

Education Services Group

AUGUST 4, 2021

That’s exactly what Anita Toth helps her clients do as Chief Churn Crusher of her consulting agency. Her Churn Crusher System helps SaaS companies uncover the hidden reasons behind their customer churn rates and develop ways to mitigate them – helping both their company and their customers thrive. One is Customer Success.

SaaS 52

SaaS Metrics Surveys Consulting 52

CustomerSuccessBox

MARCH 14, 2022

Course Format: 2 hours on-demand video. hour on-demand video. hours on-demand video 2 articles Full lifetime access Access on mobile and TV Assignments Certificate of completion. Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. Creator: Ed Powers.

Journey mapping 52

Journey mapping Accountability Construction Management 52

SmartKarrot

AUGUST 11, 2021

The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. However, at times, a SaaS customer is not happy with your product or service and may decide to unsubscribe, which is really disappointing. Fewer features in your SaaS product. Like what you are reading?

SaaS 19

SaaS Consulting Consulting Sales 19

Connecting the Dots

APRIL 3, 2024

when customers change, upgrade, or acquire new offerings; when customers are inherited as part of a merger or acquisition; when customer turnover at a B2B complex results in new users or buyers; when voice of the customer feedback suggests that selected aspects of the experience are creating unusually high levels of complaints).

Education 62

Education B2B Sales Surveys 62

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. Better yet: maybe offer a video consult with one of your success or support team members to help them figure out how to best use your product. This is a tough one.

Customer Service 55

Customer Service Construction SaaS Feedback 55

Amity

APRIL 24, 2017

As a CEO, having the ability to speak to customers every single day, especially in those early stages, helped us lay the foundation for a feedback-driven culture. This applies to Customer Success because the resources we develop — documents, processes, templates, videos — can get stale very quickly.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

CSM Magazine

FEBRUARY 12, 2024

Imagine stepping into a video game where everything feels real—you can attend concerts, visit art galleries, or even try on clothes in a virtual store. Take Zendesk, a powerhouse in helping businesses manage customer questions, requests, and feedback.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Customer retention Self service 52

CSM Practice

JULY 24, 2019

Companies that prioritize customer needs and put them at the forefront of new initiatives see increasingly better results than those who decide on new initiatives without considering customer success and feedback. Here are some solutions that you can use to foster a customer-centric mindset across all departments in your SaaS company: 1.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Even if you sell SaaS, you can use software like G2 or Capterra to display user reviews and increase your social proof to make the most of this touchpoint. Feedback surveys. Customer surveys.

CRM 52

CRM Advertising Chatbots Surveys 52

Amity

MAY 9, 2016

I really loved the combination: it was part consultant, part sales, and I really enjoyed that aspect of the job. I have also been encouraging all of our customer-facing teams to do more video calls because it helps build that relationship too. Surprisingly, 90% of the content I read is Tech, SaaS, Business and 10% Kids.

Coaching 56

Coaching Upselling Accountability Sales 56

Help Scout

AUGUST 22, 2018

Challenging customer support interactions happen all the time; almost always, though, there’s a nugget of gold at the heart of a customer’s feedback and their experience of your product or service. It’s a company’s job to separate the wheat from the chaff, or in our case, important feedback from plain old negativity.

Construction 40

Construction Engineering Feedback Personalization 40

SmartKarrot

JANUARY 25, 2022

The critical nature of software for business growth is a key reason for the exceptional growth of Software as a Service (SaaS) companies in recent times. Encouraged by the success and importance of SaaS, Australia has actively adopted the cloud ecosystem and founded brilliant SaaS-driven companies and platforms. Employment Hero.

SaaS 10

SaaS Transportation Feedback Surveys 10

SmartKarrot

JUNE 22, 2020

To grow exponentially, what must a SaaS company do once it has established its customer base? For SaaS companies, SaaS Upsell rates is important and the latter is the key to generating revenue by keeping customer acquisition costs minimal, and thereby, unlocking growth opportunities. . How does one do this?

Upselling 10

Upselling SaaS Consulting Consulting 10

SmartKarrot

JULY 22, 2020

This blog is going to help navigate you through a day in the life of a SaaS customer success manager. Most of the SaaS applications run by business users. And can include email, ticketing systems, social media, phone calls, or even video conferencing. Further, they are open to feedback during this time. Final Take.

SaaS 10

SaaS Management Accountability Consulting 10

SmartKarrot

MARCH 15, 2022

In SaaS companies, the growth strategy is extremely important. SaaS companies like Zoom, Netflix, and Slack offer a great product experience. Sales-led growth has an internal challenge in over-promising and over-committing to the prospect without consulting anyone. There has been a shift in how businesses work and run.

Sales 10

Sales Marketing SaaS Customer retention 10

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

Sales 52

Sales Coaching Accountability Personalization 52

SmartKarrot

MAY 28, 2021

Service companies need to work like SaaS companies by keeping customer success at the core. Helps make onboarding of customers easy Makes gaining feedback easier real-time Builds loyal relationships Helps gauge customer needs Increases revenue. Take for example: You own a digital marketing consultancy. Like what you are reading?

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

FEBRUARY 3, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, Miami, FL Organization: simpleshow As a Vice President of Customer Success, you will become a product expert of the SaaS product (online video maker: mysimpleshow.com). Work closely with Sales on opportunities to grow your customers.

SaaS 10

SaaS Customer centricity Engineering Consulting 10

SmartKarrot

SEPTEMBER 17, 2020

As a CSM who works remotely, providing clients with insightful feedback gives you the ticket to success. Strive to provide peace of mind, a sense of stability, and data-driven recommendations and feedback. They are coming to us for direction and leaning on us to be a good, consultative partner through this uncertain time.

Management 10

Management Best practices Metrics SaaS 10

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Steli Efti is also known for his video shorts that cover a vast amount of topics in sales, ranging from cold calling strategies to tips on how to get more referrals. … Coach to SaaS founders, Chief instigator at DanMartell.com.

Sales 129

Sales SaaS CRM B2B 129

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CrazyCall

AUGUST 16, 2019

Recommended episode: Testing SaaS Payment Terms with Jack Altman. Topics covered: B2B Sales, Enterprise Sales, SaaS Sales. SaaS Sales. a cold email SaaS platform. Brian touches various sales topics such as: SaaS. Topics covered: Sales training, sales consulting, sales tactics. Catalyst Sale Podcast.

Sales 115

Sales B2B Coaching Personalization 115

SmartKarrot

NOVEMBER 2, 2020

He is a professional marketer helping companies improve their efforts in marketing through blogging, books, videos, and public speaking. The global strategic marketing consulting firm has employees dispersed across the globe. “Thank you for your feedback” are the five words she swears by.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Netomi

APRIL 7, 2023

Sure, you can hire a customer service leader consultant , but if you are looking for the best in-house operators, you’ve come to the right place. They have even been known to Facetime and video conference with customers to show off Bark’s super dong friendly office – with tons of four-legged friends walking around. “We

Customer Service 52

Customer Service Airlines Customer centricity Banking 52