ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is.

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

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

Fonolo

MAY 22, 2018

Occasionally, we also see it in survey results; have a look at the data we shared from ContactBabel last October. This month, we were fortunate to get an early copy of a new survey, by Ryan Strategic Advisory, that asked BPO contact centers about call-backs, and I’m happy to share some of that data with you here. About the Survey.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase. About PCI Pal.

Surveys 52

Surveys Customer Service Self service Chatbots 52

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Your churn rate is the rate at which customers are leaving your SaaS product. It’s based on data.

SaaS 49

SaaS Metrics Customer retention Surveys 49

ClientSuccess

DECEMBER 5, 2022

A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. The CAB is an integral part of any successful SaaS business, so make sure to have a plan for. As a top customer success management professional in the SaaS industry, you know how vital it is to stay on top of customer needs and feedback.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). For a SaaS company, your customers ultimately speak with their feet and their wallet in the form of renewals.

SaaS 55

SaaS Accountability Customer effort Metrics 55

CrazyCall

AUGUST 8, 2019

That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. According to the survey conducted by AT&T, well-known telecommunication companies, the most callers hang up after an average of 1 minute and 55 seconds of being on hold.

Call Center 52

Call Center Metrics Abandon rate Management 52

Nicereply

DECEMBER 20, 2022

Ebook tip: In purpose to avoid customer churn, track customers’ intentions with the right questions. The most valuable part of any survey is often not the score you receive. Top Customer Retention Tools for SaaS Businesses to Keep Customers Hooked. It’s the “why” behind the score that provides the most insight.

Advertising 52

Advertising SaaS Metrics Surveys 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. Download this eBook to learn how to crust your SaaS Customer Onboarding.

SaaS 52

SaaS Customer retention Surveys Consulting 52

ClientSuccess

AUGUST 23, 2022

Customer success has become an increasingly critical function for SaaS organizations over the past few years. Your team can add it into a customer survey or ask during mid-year or annual review conversations. eBook: 3 Steps To Putting Your Customer First This Year. Customers with responses on the lower end are likely happy. .

Customer effort 79

Customer effort Metrics SaaS Surveys 79

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. Go above and beyond to thank them for their support, and in return, you can send informal surveys, ask for feedback, and uncover new insights about what your customers are looking for.

SaaS 79

SaaS Surveys Feedback Marketing 79

ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. While it may seem as though CSMs go above and beyond for customers, they also provide a valuable service to customer success teams – and SaaS organizations in general.

Feedback 65

Feedback Customer advocacy SaaS Surveys 65

ClientSuccess

OCTOBER 25, 2021

For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Survey feedback, including from post-sales and post-onboarding surveys. Leading Indicator 5: Relationship Development.

Metrics 64

Metrics Upselling SaaS Education 64

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

SaaS 40

SaaS Finance Feedback Metrics 40

Amity

DECEMBER 9, 2016

The quotes are used in blog posts, ebooks, on social media, across the website, and in many more locations. In fact, one of Joanna Wiebe’s most successful headline copy tests came out of a result of taking exact wording from a customer’s testimonial: she was able to increase conversions by 103% for one of her SaaS clients.

Marketing 109

Marketing SaaS Sales Surveys 109

SmartKarrot

SEPTEMBER 18, 2020

This has led more and more EdTech companies to embrace the SaaS model , all thanks to its sundry benefits. Here is a list of 25 such SaaS EdTech companies that are booming the market and wooing the customers more than ever. The team designs the surveys (which can be taken securely via mobile) and administers them. BeRecruited.

SaaS 21

SaaS Education Coaching Healthcare 21

ChurnZero

NOVEMBER 9, 2021

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. If you’re ready to crack the code on customer retention, download our How to Crush SaaS Customer Onboarding ebook for a roundup of expert advice and guidance on the whole process.

Customer retention 98

Customer retention Feedback Benchmark SaaS 98

ChurnZero

DECEMBER 27, 2019

How Best to Create a B2B Cus t omer Survey . There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative way. 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Solvvy

JULY 8, 2022

Software as a Service (SaaS) companies, for example, need to build monthly recurring revenue (MRR) to operate. Business leaders responding to a SuperOffice survey revealed that their top business priority through 2025 is enhancing customer experience. Sample calculation: A business surveys 500 customers.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Cisco - Contact Center

AUGUST 3, 2020

In January, we introduced Webex Experience Management (formerly CloudCherry), our next-generation AI-powered customer experience management SaaS. Cisco will be uniquely embedding these capabilities directly into Webex Contact Center, beginning with post-call surveys via SMS and email. Read the Webex Contact Center ebook to learn more.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Annual Customer Survey. Inquiry Survey. Social Media.

SaaS 75

SaaS Enterprise Feedback Surveys 75

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 74

SaaS Finance Metrics Upselling 74

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. . Udemy Customer Success Courses.

SaaS 98

SaaS Personalization Accountability Education 98

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics Feedback SaaS 64

JivoChat

MARCH 29, 2022

Webinars are very popular among B2B and SaaS (software as a service) companies. You can invite a team of experts to make the webinar, and also put an ebook and other types of content available to enhance the experience. . Customer onboarding is a fundamental step to conquering customer loyalty when we are talking about SaaS companies.

Education 75

Education Surveys SaaS Personalization 75

ClientSuccess

OCTOBER 22, 2019

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. . Most SaaS product recommendations come via word-of-mouth or in-person, but a strategic recommendation program can change this process for the better.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ChurnZero

NOVEMBER 9, 2021

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. If you’re ready to crack the code on customer retention, download our How to Crush SaaS Customer Onboarding ebook for a roundup of expert advice and guidance on the whole process.

Customer retention 52

Customer retention Feedback Benchmark SaaS 52

SmartKarrot

JULY 16, 2020

Hence, SaaS companies need to be proactive about user retention if they want to build a loyal customer base. Note : One of the recently conducted surveys state that 68% of the clients tend to leave a company when faced with personal indifferences, mostly irreconcilable. Now that would change the ball game altogether, won’t it?

SaaS 10

SaaS Metrics Customer retention Upselling 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

ChurnZero

DECEMBER 28, 2018

This post breaks down everything you would ever want to know about Net Promoter Score (NPS) from, how to calculate loyalty, why the score matters, and the characteristics of each of the three categories of survey respondents. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. ChurnZero Resource.

Best practices 49

Best practices Metrics SaaS Sales 49

ClientSuccess

JANUARY 8, 2019

Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) All customer success teams track some sort of satisfaction score, whether through the Net Promoter Score (NPS) or surveys. eBooks: Ultimate Guide to SaaS Customer Success Metrics. are Declining. Three Keys to Understand Customer Health.

Metrics 58

Metrics Accountability SaaS Surveys 58

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. Udemy Customer Success Courses. Industry Webinars.

SaaS 52

SaaS Personalization Accountability Education 52

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. This is especially true when it comes to SaaS products and services. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Hot Topic—Customer Health Scoring. Product Usage.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

Kayako

OCTOBER 6, 2016

One survey of SaaS founders found that some 75 percent don’t send customer development surveys each month, less than 10 percent have qualified buyer personas and only 50 percent do multivariate and A/B tests—yet they still think their companies are getting customer development right. Feature requests can improve your product.

Feedback 99

Feedback Morale Advertising B2B 99

ClientSuccess

APRIL 25, 2018

SaaS as a business thrives on collecting data – in which Marketing, Sales, and Customer Success are each involved – on customers. Consider an onboarding readiness survey (perhaps a Google form or simply part of the kickoff call) that captures the following: Implementation owner or key contact. Other stakeholders. Who they report to.

Best practices 42

Best practices SaaS Sales Surveys 42