delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. In this guide, we outline what survey fatigue is, what causes it, and how to avoid it so you can make the most of your feedback program.

Surveys 81

Surveys Feedback B2B SaaS 81

ChurnZero

FEBRUARY 21, 2022

Here’s a standard customer advisory board definition: a customer advisory board is a group of trusted, hand-picked customers or influencers brought in by a business to be thought leaders and help the company gain key insights into their customer base. Plus, feedback like this can help you develop and deliver better products in the future.

SaaS 98

SaaS Feedback Advertising Customer centricity 98

Satrix Solutions

NOVEMBER 12, 2020

Are you also considering customer feedback when determining customer health scores? In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions , and Steve Bernstein, CEO and Founder of Waypoint , discuss the importance of including voice of the customer feedback when measuring customer health.

SaaS 88

SaaS Feedback Best practices Accountability 88

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Long-term actions are based on the analytics results of customer feedback. Acting on customer feedback doesn’t mean doing one thing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ChurnZero

FEBRUARY 21, 2022

Here’s a standard customer advisory board definition: a customer advisory board is a group of trusted, hand-picked customers or influencers brought in by a business to be thought leaders and help the company gain key insights into their customer base. Plus, feedback like this can help you develop and deliver better products in the future.

SaaS 52

SaaS Feedback Advertising Customer centricity 52

Cincom

APRIL 12, 2021

Beyond using a CRM (customer resource management software) to simplify the salesperson’s job, how can the digital version of the lean concept connect to and complement selling , especially when there are so many different definitions for digital lean? How Lean Principles Apply to Ecommerce. Ecommerce has been around for a while.

Sales 99

Sales Technology B2C Customer Experience 99

ClientSuccess

JULY 6, 2022

Instead of getting a free sandwich after ten purchases, however, a SaaS organization’s customer loyalty program goes above and beyond a simple gift. It combines customer success, marketing, and sales and definitively thanks your customers while giving them new reasons to connect with your team. How to build one in your organization.

SaaS 79

SaaS Surveys Feedback Marketing 79

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. B2Bs in the SaaS space today strive for agile growth. Super-charging Customer Acquisition.

Advertising 98

Advertising SaaS B2C Engineering 98

Satrix Solutions

AUGUST 25, 2020

As an example with SaaS products, you can establish triggers to alert on the best time to reach out to discuss expansion or upsell opportunities. Document their definition of success and leverage it to trigger upsell conversations. Utilize Customer Feedback to Drive Sales. Related Posts: 5 Precursors to Customer Churn.

Upselling 78

Upselling SaaS Sales Consulting 78

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. Why Optimizing Your SaaS Onboarding Matters. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

SmartKarrot

FEBRUARY 11, 2022

For every SaaS (Software as a Service) company, it is imperative to ensure that all customers derive benefits from their product. This is where the SaaS (Software as a Service) activation rate comes into the picture. As a B2B SaaS (Software as a Service) company, you need to showcase the value of your product as soon as possible.

SaaS 11

SaaS Feedback Benchmark Analytics 11

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. 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. Why is customer marketing important? Product Enhancements.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

CustomerSuccessBox

SEPTEMBER 4, 2019

The context of these emails will depend on the stage of the customer lifecycle – onboarding, implementation, post go-live feedback etc. This is a definite game changer! The Product team to know the product roadmap and also to give feedback about the product if you have got any from the customers. Onboarding new customers.

SaaS 78

SaaS Accountability Best practices Finance 78

SmartKarrot

FEBRUARY 23, 2022

The consumption gap is one of the most common problems of B2B SaaS companies. It is a matter of concern as the customers are failing to fully utilize the power of the solution they bought and the SaaS Company provided. The definition of consumption gap. It is a serious concern for the business as well as its customers.

SaaS 10

SaaS Management Education Brand ambassadors 10

Totango

NOVEMBER 5, 2021

TC : Yes, definitely. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. What may work for SaaS, may not work for another industry. In that case, how did you manage that issue? TC : We are sending about six per month.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Cincom

APRIL 12, 2021

Beyond using a CRM (customer resource management software) to simplify the salesperson’s job, how can the digital version of the lean concept connect to and complement selling , especially when there are so many different definitions for digital lean? How Lean Principles Apply to Ecommerce Ecommerce has been around for a while.

Sales 52

Sales Technology B2C Customer Experience 52

CSM Practice

FEBRUARY 1, 2021

Customer’s definition of success (this may be slightly different than what you get from sales so you’ll need to verify). Solicit feedback and listen. . Consequently, their definition of success may change. At CSM Practice we elevate SaaS companies profitable growth through customer retention and expansion selling strategies.

Technical Support 76

Technical Support Sales Metrics SaaS 76

SmartKarrot

MARCH 22, 2022

This is one of the most important things that can make or break not only your reputation but the sustainability of your B2B SaaS business. Any B2B SaaS company that is unwilling to go that extra mile to support their customers and being available to them will have a drastic impact on their business. Like what you are reading?

SaaS 10

SaaS B2B Advertising Brand ambassadors 10

Totango

NOVEMBER 5, 2021

TC : Yes, definitely. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. What may work for SaaS, may not work for another industry. In that case, how did you manage that issue? TC : We are sending about six per month.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. So asking, “Hey product, what are you measuring?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

SmartKarrot

JUNE 4, 2021

Customer Enablement Best Practices Educate and empower your Customers Let your Customer Service do all the Talking Say Yes to Customer Feedback Look for Brand Advocates. The definition of customer enablement or client enablement is pretty simple. Say Yes to Customer Feedback. Why do you need Customer Enablement?

SaaS 10

SaaS Best practices Education Finance 10

CustomerSuccessBox

FEBRUARY 15, 2021

Let’s take a look at a situation from both perspectives and really understand how CSB can empower Customer Success Managers (CSMs) and Customer Success (CS) leaders: Sebastian and Mia are Customer Success Managers at two different SaaS companies. The usage for Sebastian’s customer had been declining consistently for many weeks.

SaaS 52

SaaS Management Feedback Personalization 52

CSM Magazine

FEBRUARY 22, 2022

It is a help desk software for post-sales support and allows your customers to submit their complaints and feedback, which you and your team can address at any time. Datto SaaS Protection. Using them will definitely help your IT company grow. Freshdesk is one of the best customer experience tools for IT companies.

Customer Experience 52

Customer Experience CRM Big data SaaS 52

SmartKarrot

OCTOBER 19, 2020

If you are running a SaaS business, then it is paramount that you know your customers really well. They share this information on various channels, e.g. in your website, mobile apps, feedback, surveys, social media, etc. You might also like: SaaS Tip: What is Customer Life Management?

Management 10

Management SaaS B2C Feedback 10

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. In most SaaS businesses, the ultimate goal is to increase revenue. Review strategies with customers for feedback. This is where differences start to come into play. Align internal goals with customer goals.

Accountability 42

Accountability Upselling SaaS Feedback 42

ChurnZero

AUGUST 24, 2018

SaaS metrics the CFO and CS leader both need to know. • Q: What advice or resources would you recommend for a business transitioning from a perpetual product to a SaaS model? It is the move by the way from perpetual products and licenses to the SaaS model that has created Customer Success to begin with.

Finance 61

Finance SaaS Education Customer retention 61

Solvvy

JULY 13, 2022

A growing Software as a Service (SaaS) business where employees divide time between customer service tasks and other responsibilities, for example, may suddenly find there aren’t enough hours in the day to get everything done. With the right technology and tools, the answer is yes. One pervasive problem is staffing.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

SmartKarrot

MAY 8, 2020

Ever wondered what difference a successful SaaS retention strategy can bring to your business? Yes, that’s the measure which has not only startled the traditional service companies but the modern SaaS based industry too got swept away by it. Source: Shopify. Align your team incentives with retention .

SaaS 10

SaaS Customer retention Sales Management 10

SmartKarrot

JULY 30, 2020

You need to have the right customer feedback to know your worth. Realizing one’s true potential can only be done by honest feedback received by the clients. Here in the blog, we will be reading a few highlights which include: What is customer feedback? Why is customer feedback important? What is customer feedback?

Feedback 10

Feedback SaaS Customer retention Surveys 10

Amity

JANUARY 23, 2019

At some point during your career working for a SaaS business, you will unfortunately come across a situation where the client wants a financial compensation. Nobody likes the word ‘free’ at a SaaS company but remember this is instead of offering a pure financial credit which your CFO definitely won’t like.

Enterprise 60

Enterprise SaaS APIs Advertising 60

ChurnZero

JUNE 17, 2022

Bree: Definitely. Now, we definitely know contextually that we’ve got some people who are just finishing up a lot of implementations and waiting on the next sales cycle, maybe someone like Brian. What was the other category of metrics for onboarding that you definitely recommend those who manage the onboarding phase to track?

Metrics 98

Metrics SaaS Surveys Self service 98

Education Services Group

AUGUST 4, 2021

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. The other is, surprisingly, the Founders of SaaS companies. That’s definitely one spot. One is Customer Success.

SaaS 52

SaaS Metrics Surveys Consulting 52

CustomerSuccessBox

DECEMBER 1, 2021

We know it can be difficult, which is why we’ve created this definitive guide to automate the onboarding process so you can integrate it in the future. Obtain timely feedback through customer interactions. Getting feedback is the holy grail to improve both your process and product. Is customer onboarding that important?

CRM 52

CRM Accountability B2B SaaS 52

Totango

NOVEMBER 5, 2021

TC : Yes, definitely. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. What may work for SaaS, may not work for another industry. In that case, how did you manage that issue? TC : We are sending about six per month.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62