JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

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.

SaaS 98

SaaS Customer retention Surveys Consulting 98

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.

SaaS 52

SaaS Customer retention Surveys Consulting 52

delighted

JUNE 13, 2019

In a previous post on biased survey questions , we went through how bad survey questions (e.g. leading or double-barreled questions) can negatively impact your survey results. In this post, we’ll be diving into the other major cause of misleading survey data: survey bias. The same is true in the retail space.

Surveys 59

Surveys Feedback Construction Best practices 59

Anexa BPO

MARCH 22, 2023

It originated in the early days of Software as a Service (SaaS) organizations, when many original users would test drive a service, and then cancel. In this context, “customer success” became the definition for not only retaining customers but encouraging them to purchase more.

Customer centricity 52

Customer centricity outsourcing SaaS Surveys 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!

SaaS 52

SaaS Upselling Education Customer retention 52

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

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. Designing a post-onboarding survey to incorporate into your customer journey workflow.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

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. It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more. Image by Retently.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Totango

AUGUST 28, 2020

A lot goes into crafting the ideal onboarding process for SaaS products. A Comprehensive SaaS Customer Onboarding Checklist. Provide an onboarding survey after the customer completes their journey. Why Optimizing Your SaaS Onboarding Matters.

SaaS 71

SaaS Enterprise Customer centricity Best practices 71

Totango

MARCH 26, 2021

The definition of the customer lifecycle has shifted from the perspective of the seller to that of the customer in the wake of technological advances. In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective.

SaaS 66

SaaS Best practices Upselling Education 66

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

Education Services Group

JULY 20, 2021

Britt Layman (BL): Depending on what you’re automating, and who else internally is emailing the customer, it can definitely start going the way of spammy if you don’t have a good handle on an outreach schedule. The survey has built in feature that indicates if the client opened the survey or not and seems many do not open.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

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

Nicereply

OCTOBER 17, 2019

If you’ve got a business, you’re definitely trying to stand out from the crowd, doing everything you can, and more, investing in technology that can sometimes exhaust your budget and putting lots of effort into brainstorming sessions with your teams, in hopes of coming up with something cutting-edge and all around great. Survey Tools.

Surveys 71

Surveys Marketing Engineering CRM 71

ProProfs Blog

FEBRUARY 7, 2020

What everyone can agree on is that the very definition of customer support is constantly evolving. By definition, customer support can be considered as the technical arm of customer care. Regular surveys can definitely lend a helping hand here. Customer Surveys. Must-Have Customer Support Tools for Your Team.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. 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. Ideally, their perception and the story your metrics tell align.

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. MW: Customer interviews, not just surveys. One is Customer Success.

SaaS 52

SaaS Metrics Surveys Consulting 52

SmartKarrot

DECEMBER 28, 2021

SaaS sign-up flow is the first thing your prospective customers will experience when they interact with your product. Since first impressions are the last impression, making your SaaS sign-up flow as frictionless as possible makes sense. It also results in a better user experience and drives in higher SaaS conversion rate. .

SaaS 10

SaaS Upselling B2C Best practices 10

ClientSuccess

OCTOBER 22, 2019

Although they are true champions of your brand and your product, advocates are definitely shaking things up in the CSM world. . It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. .

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

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? MH : Tier Three is all digital.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

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.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

SmartKarrot

JUNE 2, 2020

If you are running a SaaS business and want a sureshot way to succeed then you must know how to measure customer growth. Now, out of these two definitions the first one – your customer’s internal growth – is out of your hands. In the SaaS industry there are companies with varying revenues per customer.

SaaS 10

SaaS Metrics Customer retention Upselling 10

CSM Magazine

FEBRUARY 22, 2022

They have a very efficient marketing platform as well called Frontline, through which you can launch surveys & quick polls among your customers – and drive targeted and relevant communication. Datto SaaS Protection. Using them will definitely help your IT company grow. Spiceworks (help desk and IT community software).

Customer Experience 52

Customer Experience CRM Big data SaaS 52

SmartKarrot

JUNE 12, 2020

If you’re in the Software-as-a-Service (SaaS) business, by now you’d know that SaaS is no longer a business luxury – it is everywhere. This ups the game – the next generation of SaaS companies will have to follow a different growth playbook to stand out and out-do competition. Why do SaaS ventures need Product Led Growth? .

SaaS 10

SaaS Accountability Sales Surveys 10

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

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? MH : Tier Three is all digital.

Journey mapping 84

Journey mapping Accountability Marketing Metrics 84

SmartKarrot

APRIL 24, 2020

What is Customer Segmentation in SaaS? This is the foundation of customer segmentation in SaaS. As a SaaS business, you’d have often tried to make your service ‘good for everyone’. Targeting ‘everyone’ out there is definitely not on a successful business’s to-do list. Why is Customer Segmentation in SaaS Important?

SaaS 12

SaaS B2C B2B Customer retention 12

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

ProProfs Blog

DECEMBER 7, 2021

To check what your loyal customers like about your business, you can conduct a simple survey. As the main aim of this model is to forecast what actions customers will take in the future, it is definitely better than historical CLV. CLV helps you target your ideal customers. Now, let’s continue with the metrics we mentioned earlier.

Metrics 78

Metrics Customer retention Surveys Analytics 78

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Some of the questions asked in the survey were similar to the core TSIA benchmark.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Freshcaller

AUGUST 21, 2018

Quickly decoding one customer satisfaction definition at a time. Even biologists have trouble agreeing on a definition. One customer satisfaction definition may be different from the next one, and these definitions co-exist with multiple ways to create satisfaction, and a number of metrics to measure it.

B2C 40

B2C Customer retention B2B Metrics 40

SmartKarrot

JULY 2, 2020

SaaS businesses rely on customers to renew their subscriptions on either a monthly or annual basis. What do you do when the SaaS free trial to paid conversion rate is low? This is an optimistic view within the SaaS industry, because many companies see conversion rates far lower than that. Consider it your value proposition.

SaaS 10

SaaS Advertising Accountability Surveys 10

ClientSuccess

OCTOBER 5, 2017

Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. CSMs no longer have to rely on telephone calls, paper surveys, or even tedious spreadsheets that house account information. Today’s SaaS industry, more than ever before, is changing into a remote world. Competency.

SaaS 41

SaaS Best practices Accountability Technology 41

Amity

JANUARY 16, 2019

Most of today's SaaS businesses already have a Customer Success department built in order to improve the experience provided to their customers and to help them achieve the desired outcomes. Keeping the same tone and structure in customer communication as you did before closing them, will definitely provide value to your customers.

Customer centricity 66

Customer centricity SaaS Sales Marketing 66

Education Services Group

MARCH 4, 2020

Without proper research and planning, this can result in varying definitions of what Customer Success looks like in different markets, even within the same company. In the US, the birthplace of SaaS and Customer Success, many companies have had the opportunity to experiment with and iterate upon their CS practices before taking them global.

SaaS 52

SaaS Best practices Healthcare Marketing 52

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. 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. Ideally, their perception and the story your metrics tell align.

Metrics 52

Metrics SaaS Surveys Self service 52