Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 112

SaaS Journey mapping Upselling Best practices 112

ShepHyken

NOVEMBER 13, 2020

So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy. In our case, we’ll be looking at feedback from customers. How Does Feedback Tie Into Customer Experience. Net Promoter Score (NPS). Yes and no.

Feedback 317

Feedback Customer Experience Surveys Construction 317

ChurnZero

MAY 4, 2023

Companies operating in the SaaS space also stand to gain by borrowing a page from this playbook and striving to build a community online. Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success. Looking to be a part of a new CS community?

SaaS 98

SaaS Best practices Gamification Feedback 98

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. Why is Customer Retention Critical for SaaS? Customer churn is inevitable.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. Limiting ad-free access to your product.

SaaS 118

SaaS Best practices Sales Marketing 118

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. This helps you analyze how much value your customers gain from your product, and you can select particular KPIs to help you do so.

SaaS 52

SaaS Metrics Customer retention Surveys 52

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Contrary to popular belief, surveys are not just useful after the close of a big project or after a renewal. The post-sale survey.

Surveys 83

Surveys industry standards Feedback SaaS 83

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask.

Surveys 139

Surveys Best practices Construction Analytics 139

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ProProfs Blog

APRIL 17, 2020

Businesses big and small are leveraging the power of holding live events to maximize brand value, drive revenue, and improve customer experience. The answer to these questions is – Asking Event Survey Questions! To help you do the same, we have compiled a comprehensive list of : Pre-Event Survey Questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Enterprise Surveys 98

ChurnZero

JANUARY 28, 2021

2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. LiquidPlanner.

SaaS 96

SaaS Surveys Feedback Technology 96

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 83

B2B SaaS Education Brand ambassadors 83

CSM Magazine

MARCH 31, 2023

You can’t afford to let antiquated customer service workflows slow you down or get in the way of delivering an exceptional customer experience. 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.

SaaS 52

SaaS Customer Service Coaching CRM 52

WiserOwl Blog

MARCH 24, 2023

Columbus, Indiana, March 24, 2023 – WiserOwl, a leading SaaS platform, today announced the release of its annual report on consumer preferences and contact center challenges, highlighting the increasing importance of contact centers in the customer experience landscape.

Contact Center 52

Contact Center Surveys SaaS Customer Experience 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 105

Customer Experience SaaS Best practices Surveys 105

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. Lessons learned over the last year from the Customer Success community. Q&A Recap.

Benchmark 98

Benchmark SaaS B2B B2C 98

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 75

SaaS Best practices Upselling Journey mapping 75

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 Feedback SaaS B2B 78

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 87

Customer Experience SaaS Best practices Surveys 87

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. Wrapping Up.

SaaS 52

SaaS Customer Support Enterprise Analytics 52

ProProfs Blog

JULY 20, 2021

Zoho Survey is a popular survey creation tool that helps you create a reliable and actionable survey in minutes. It has all the features required to create a basic survey. Any user can easily access a wide range of built in reports and interactive charts while analyzing the survey responses.

Surveys 78

Surveys Feedback Real estate Enterprise 78

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience?

Customer Experience 83

Customer Experience SaaS Best practices Surveys 83

PeopleMetrics

FEBRUARY 26, 2018

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). The same applies for B2B SaaS companies. You could be dead by then.

SaaS 96

SaaS Feedback Surveys B2B 96

CSM Magazine

JULY 13, 2022

Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide. About the Survey.

Contact Center 59

Contact Center Surveys Healthcare Abandon Call 59

Nicereply

MARCH 6, 2023

Pop-up surveys are a seamless way to gather feedback from your website visitors. Learn about the main pop-up survey tools available in 2023 to find the best fit for your business. Once you have an established customer base improving your user experience is one of the best ways to increase retention and grow your business.

Surveys 52

Surveys Feedback Enterprise Analytics 52

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

SaaS 60

SaaS Feedback Surveys B2C 60

WiserOwl Blog

MARCH 24, 2023

Columbus, Indiana, March 24, 2023 – WiserOwl, a leading SaaS platform, today announced the release of its annual report on consumer preferences and contact center challenges, highlighting the increasing importance of contact centers in the customer experience landscape.

Contact Center 52

Contact Center Surveys SaaS Customer Experience 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.

Surveys 78

Surveys B2B Advertising Feedback 78

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 169

Customer Service Customer retention SaaS Best practices 169

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

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.

Surveys 95

Surveys Marketing B2B SaaS 95

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. In particular, customer success matters a great deal. Let’s take a look at the purpose of customer success for SaaS businesses. Assign a Market Resource for Customer Success.

SaaS 56

SaaS Sales Consulting Consulting 56

ShepHyken

JANUARY 8, 2021

The key question then becomes, do these automation technologies hurt the customer experience or enhance it and what impact, if any, has the pandemic had on people’s interactions with contact centres? Gary is also s killed in Management, Software as a Service (SaaS), Business Development, Marketing Strategy, and Sales Process.

Interactive Voice Response 348

Interactive Voice Response Customer centricity Consulting Consulting 348

ShepHyken

AUGUST 18, 2023

AI-driven customer service offers numerous benefits, including improved efficiency, personalized experiences, and real-time assistance. However, as companies embrace AI, they must also consider the wellbeing of their employees, who play a vital role in delivering outstanding customer experiences.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ShepHyken

AUGUST 11, 2023

me All they expect in return is empathy and a quick solution. Right there, you have built a relationship with the customer. Followed by the assurance of the solution and the solution itself, you deliver a perfect customer experience for your customer.

Customer retention 156

Customer retention SaaS Marketing Customer Care 156