Uniphore

JANUARY 4, 2022

White Papers. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Learn about new Uniphore product announcements that will redefine the way teams engage customers in the virtual-first world. See how Emotion AI is reshaping how we connect with customers in the virtual workplace.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

Fonolo

JUNE 7, 2018

They followed up in April with an acquisition of Mattersight which provides SaaS-based enterprise behavioral analytics software. White Paper: The Secret Sauce for Increasing Customer Happiness. Learn the key ingredients for making customer happiness the forefront of every business interaction. Plus So Much More!

Call Center 79

Call Center Analytics APIs SaaS 79

Comm100

FEBRUARY 19, 2020

Depending on your product and business, your top-tier buyers should include one or more of the following: High-value single transaction customers. For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. The Exceptionally Angry Customer. Your Business Partners.

B2C 64

B2C B2B Advertising Accountability 64

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. Those customers tend to make up the top 20 percent of their customer base.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Comm100

FEBRUARY 19, 2020

Depending on your product and business, your top-tier buyers should include one or more of the following: High-value single transaction customers. For example, a SaaS provider might have a high-spending customer with a large team who gets billed annually. The Exceptionally Angry Customer. Your Business Partners.

B2C 40

B2C B2B Advertising Accountability 40

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. Webinars, blogs, white papers, e-books, etc.,

Education 52

Education Customer retention Sales B2B 52

Amity

JUNE 24, 2016

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with Customer Success, the customer is the beneficiary of an exceptional customer experience and is extracting the maximum value from the product or service they have purchased from you.

SaaS 71

SaaS Customer centricity Metrics Marketing 71

Fonolo

JANUARY 22, 2020

Next Generation Customer Experience, Indian Wells. Adobe Experience Summit, Las Vegas. Customer Experience Strategies Summit, Toronto. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft. Smart Customer Service, Washington DC. X4 Experience Summit , Salt Lake City.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Amity

NOVEMBER 13, 2014

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with customer success, the customer is the beneficiary of an exceptional customer experience and extracting the maximum value from the product or service they have purchased from you.

SaaS 48

SaaS Customer centricity Metrics Marketing 48

SmartKarrot

JUNE 11, 2020

Having done that, you can create e-books, editorials, white papers and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment. This can be better understood with many customer journey examples. A well-researched content will give you complete leverage to do so.

SaaS 11

SaaS Wireless Education Analytics 11

JivoChat

AUGUST 9, 2021

Below, we’ll explain how personalizing customer service is central to the entire customer experience–and what that means for your business. Why Personalizing Customer Service Is Important. Or, if you’re a SaaS/B2B brand, you might try something like Evernote does here: Source. Give them options.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

Below, we’ll explain how personalizing customer service is central to the entire customer experience–and what that means for your business. Why Personalizing Customer Service Is Important. Or, if you’re a SaaS/B2B brand, you might try something like Evernote does here: Source. Give them options.

Personalization 52

Personalization Customer Service B2B SaaS 52

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. A Customer Service Knowledge Base is Vital for Good Customer Experiences. Podcast and webinar recordings. Infographics.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

SmartKarrot

DECEMBER 2, 2020

Customer Success as a niche is highly competitive and caters to a large volume of masses. Simply put, this calls for affirmative thought leaders that promise exceptional customer experience that garnishes a competitive edge over the rest. Sue Nabeth Moore, Customer Success Leader.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

JivoChat

JUNE 1, 2021

According to OptinMonster, 63% of customers are more likely to do business with a company that has reviews or testimonials. 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. Great onboarding helps improve the customer experience.

CRM 52

CRM Advertising Chatbots Surveys 52

SmartKarrot

APRIL 22, 2022

B2B consumers, especially when dealing with SaaS products, have a lot of questions about the product/service. Dedicating resources that provide quick and engaging solutions will help you boost your customer retention. You can have inbound content such as informative blogs, e-books, white papers, etc.

Customer retention 10

Customer retention B2B Banking Finance 10

Help Scout

AUGUST 11, 2021

Bill’s experience is unique, at least in the tech world, in that he started his career in luxury resorts and hotel management. Similar to Ritz-Carlton’s perspective on customer service, Bill Quiseng brings a hyper-defined focus to customer experience. Customer Experience. Call Center. Contact Center.

Customer Service 80

Customer Service Coaching Education Best practices 80

Totango

MARCH 16, 2021

Typical stages which may be covered in a SaaS context include: Awareness: through marketing efforts, prospects become aware of a brand and its value proposition. What should we be doing to optimize their experience? What obstacles might impede customer experience at this point in their journey?

B2C 117

B2C B2B Journey mapping SaaS 117

Integrity Solutions

MAY 24, 2023

This ramp-up time can vary depending on industry and the complexity of the sale, but as an example, at an SaaS company it can take between 12 and 18 months before the company breaks even on the new sales hire. Begin building meaningful relationships with your customers. Profitability finally comes around month 21.

Sales 52

Sales Coaching Accountability Personalization 52

SmartKarrot

JANUARY 7, 2022

You might have the customer data, but are you using the siloed data and insights into practical actions that help you grow your business and brand equity? It is about time that we started listening to our customers. Accumulate case studies and white papers (B2B) . Concluding Thoughts.

B2B 10

B2B SaaS Feedback Customer centricity 10