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. Watch the video or read the transcript below: Survey Distribution Methods. Send Your Survey Via Email. Send Your Survey Through Text.

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ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. It helps articulate the health of a SaaS business.

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SaaS Metrics Customer retention Construction 52

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

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Surveys B2B Advertising Feedback 78

ProProfs Blog

FEBRUARY 21, 2019

Conducting widespread research is no longer a time-consuming activity, companies have started adopting survey software to help conduct this research. We asked various customer experience experts how survey results have helped shape their marketing campaigns. Bruce Harpham B2B SaaS Content Marketing Consultant. The result?

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ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It means one train can hide another.

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SaaS Benchmark Metrics Consulting 98

CustomerSuccessBox

AUGUST 8, 2019

If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. Let’s take a look at the purpose of customer success for SaaS businesses. SaaS businesses far and wide are now assigning market resources specifically to attain the goal of customer success.

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SaaS Sales Consulting Consulting 56

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

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SaaS industry standards Upselling Education 71

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. appeared first on CX Consulting. Back when I was working in corporate life, I went to a presentation in London.

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Airlines Metrics Accountability SaaS 273

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. How to crush SaaS customer onboarding: a roundup of expert advice.

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SaaS Customer retention Surveys Consulting 98

Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking. Strategy 1: Customer Benchmarking using Industry Surveys. The sponsor creates the survey, collects the data and does the analysis.

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Benchmark SaaS Best practices Metrics 59

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Irit Eizips here from CSM Practice, the customer success strategy consulting firm. In the name of automation, in the name of streamlining things, in the name of making sure that everything is as efficient as possible, I recommend automated surveys throughout onboarding.

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Metrics SaaS Surveys Self service 52

CCNG

DECEMBER 6, 2023

Gallup’s recent survey has terrifying new data on the state of workplace relationships…indicating that 60% of workers feel emotionally detached at work with 19% being outright miserable. He's worked in a variety of industries, including gaming, SaaS, gig-services, retail, healthcare, and many more. But wow are we missing the boat.

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CCNG Healthcare Consulting Consulting 195

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. The same holds true for our vendors. It’s true that people prioritize what they value.

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SaaS Marketing Upselling Chief Customer Officer 64

Lumoa

MARCH 12, 2023

Going for a robust platform that can integrate with all the tools you currently use (such as your survey software or helpdesk) makes sense, but you might have additional needs to consider. Lumoa provides support and customer success managers, but no in-house consulting unit that other more expensive solution can afford.

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ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Download this eBook to learn how to crust your SaaS Customer Onboarding.

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SaaS Customer retention Surveys Consulting 52

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Bill Bounds – Customer Support and Leadership Consultant.

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Chief Customer Officer Customer Service Consulting Consulting 141

Satrix Solutions

JANUARY 24, 2022

Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform. Satrix Solutions conducted an industry survey on the Net Promoter System within the B2B community to determine the use, impact, and preferences within B2B organizations.

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Customer Experience B2B Customer centricity Feedback 97

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?

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SaaS Consulting Consulting Sales 19

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. 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. Your checklist serves as a reference document that your customer success team and customers can consult.

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Journey mapping SaaS Upselling Enterprise 93

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. We wanted to recognize those leaders who are helping Customer Success make a name for itself in SaaS by proving its purpose and potential. Follow Bill on LinkedIn.

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ChurnZero

JANUARY 10, 2023

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. Last year, 63.3%

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ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Customers don’t value your word, which as consultants, is how you effect change to drive success. 31 st Fastest Growing SaaS Company on SaaS Mag’s list.

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Satrix Solutions

JUNE 10, 2021

Laura McGeary 2021-05-13T14:24:24-07:00 How to Design a Survey for a B2B Audience Laura McGeary 2021-05-13T14:24:24-07:00 May 13th, 2021 | 0 Comments Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. Use the contact us box to learn more.

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CustomerSuccessBox

DECEMBER 31, 2021

What is a Professional Service in B2B SaaS industry? Hence, many B2B SaaS firms offer Professional Services as they can certainly add value to both pre and post-sales customer experiences. Eg- The customer Success team consults and instructs customers to configure a feature themselves. Reducing churn is another advantage.

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B2B SaaS Consulting Consulting 52

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are on the verge of reading everything about SaaS, this is the place for business leaders, and SaaS founders including customer success specialists to learn about customer success, growth strategies, and much more!

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SaaS Upselling Education Customer retention 52

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.

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Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs.

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Education Upselling Consulting Consulting 52

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting Mikael Blaisdell and Associates, Inc. Infinipoint.

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Consulting Consulting Coaching SaaS 10

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. With Salecto, empathetic sparring and eye-level consulting are combined with the right platform to create the best webshops.

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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.

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SaaS Transportation Feedback Construction 10

TeleDirect

DECEMBER 14, 2023

Forrester Consulting found that companies focused on the customer experience grow revenue 1.7 If you’re a subscription-based brand or a SaaS company, it’s easier to calculate. One survey found that 58% of respondents would pay more for a great customer experience. It’s all in the numbers. times more.

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Call Center Customer retention Technical Support Sales 62

ChurnZero

DECEMBER 1, 2020

Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity. Speakers: Rob Belcher, Managing Director, SaaS Capital. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League. How Do You Rank? The compounding effects that churn has on your bottom-line.

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SaaS Customer retention Coaching Consulting 59

Satrix Solutions

MARCH 11, 2021

No matter what B2B industry you’re part of, be it SaaS, Management Consulting, Manufacturing, or another, almost every company monitors the competitive landscape and changes that are shifting around them. However, there may be circumstances when deeper research and awareness into the competition is required.

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B2B Sales SaaS Feedback 78

CSM Practice

SEPTEMBER 25, 2020

01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. 07:44 – Irit shares her insights about companies looking to increasing budget for outsourcing and consulting services. The Interview: . 21:31 – Wrap Up. The Interview: .

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Upselling Surveys Chief Customer Officer Consulting 85

ChurnZero

NOVEMBER 9, 2021

Grant Freeland, the Managing Director at Boston Consulting Group (BCG), wrote in Forbes , “Waiting until something is obviously broken before you fix it is often too late.”. Build in check-in points where your customers can offer their thoughts and feedback via surveys or interviews on the experience of learning your product.

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SmartKarrot

SEPTEMBER 21, 2021

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? What is a Product Demo? contact-form-7].

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SaaS B2B Finance Sales 10

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. AT: Exactly.

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