ShepHyken

OCTOBER 26, 2021

Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback. New York Times ?

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ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

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SaaS Customer Service Customer Support Best practices 83

TeamSupport

JUNE 28, 2019

Here are a few reasons why SaaS customer onboarding is seeing a surge in popularity and why it’s valuable to software companies: Good onboarding reduces customer churn – Simply put, providing an inadequate onboarding experience increases the chance that customers will leave your business. Your SaaS customer support team.

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Playvox

AUGUST 4, 2022

Whether you’re tagging your customer feedback manually or using an automated tagging solution , you’ll need to build a robust content tagging taxonomy to act as an overarching framework and help you organize and understand your tagged data. For your first-level tags, think about the broad areas your customer feedback tends to fall into.

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Feedback SaaS Surveys Education 52

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Managing your customers and their success path as a SaaS company is a meticulous process. SaaS businesses across the globe lose a chunk of their revenue due to poor customer service or experience.

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SaaS Upselling Education Accountability 52

Education Services Group

AUGUST 25, 2023

The post Is the SaaS business equivalent to “girl math”? You’re making money when you return laptops for refunds after laying people off – free money! My Tesla is basically free because I never have to pay for gas (credit to Stephen Colbert) Disclaimer : other than ego, no bros were injured during the writing and reading of this piece.

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SaaS Sales Journey mapping Feedback 52

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.

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SaaS Marketing B2B Metrics 52

Education Services Group

MARCH 24, 2021

DIY, or well, self-service as we call it, is the future of customer retention in SaaS. Customer feedback tools. Customers will always have feedback to share, whether it’s prompted or unprompted. There’s ZERO downside to asking for customer feedback early – and often. When to implement : Immediately. Increased retention.

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CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer. Intangible value – Positive customer feedback.

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SaaS B2B Education Metrics 66

Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Feedback from customers early in the development process helps minimize wasted cycles. Our answer?

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SaaS Analytics Customer centricity Engineering 52

inSided

JUNE 12, 2020

This time we're in conversation with Lila Meyer, Director of Product Education at Gainsight, who tells us EXACTLY how they use their inSided-powered community for a product feedback process that ensures they continue to develop outstanding customer-centric products!

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AskNicely

FEBRUARY 21, 2018

Note: This blog post is for educational purposes only, and is by no means to be considered legal advice. As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. Customer Feedback in the Age of the GDPR.

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ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. Always Listen to Feedback. Timing is essential.

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Management Upselling SaaS Education 98

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. But, before that, let us look at the definition of customer education. contact-form-7].

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Education Journey mapping SaaS B2B 19

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She has 10+ years of B2B & B2C marketing experience in various sectors such as SaaS, e-commerce, education, and consumer goods.

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ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Start with: CSM Mastermind: Sharing Customer Feedback Effectively. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). But wait: there’s more (online education).

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Journey mapping Customer centricity SaaS Education 98

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

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ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. Winners are to be announced on June 8-9.

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Chief Customer Officer SaaS Education Technology 98

PeopleMetrics

JANUARY 13, 2017

When you are selling a SaaS product, you really need to think about what you’re actually selling. It seems like an obvious truth (after all, they are called Software-as-a-Service products), but many SaaS companies lose sight of the service side of things - they strive toward the goal of a no-touch sales organization. Trust the Metrics.

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SaaS Benchmark Metrics Education 54

Nicereply

MAY 23, 2022

When you look at all the venture money coming into companies in Canada, especially in SaaS. I really believe it’s everyone’s responsibility to scale support and my role is to educate the business on how we do that. Listen to your managers and agents and take feedback from other departments. Brendan: Listen to the team first.

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SaaS Education Feedback Metrics 98

SmartKarrot

SEPTEMBER 18, 2020

Gone are the days when education was a sheer matter of books and notes. The face of education has now totally changed. The way schools buy educational technology has brought up an evolution in itself. This has led more and more EdTech companies to embrace the SaaS model , all thanks to its sundry benefits. Location: Ohio.

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SaaS Education Coaching Healthcare 21

SmartKarrot

MAY 23, 2022

Customer education is a profit center and needs to be taken seriously to add value to the organization. Customer education programs are courses that onboard, retain, and engage customers with the customer. Customer education programs inculcate educational activities and online curricula into formal learning programs.

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ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

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Chief Customer Officer SaaS Education Best practices 70

inSided

SEPTEMBER 22, 2022

We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. Here are the five most common reasons we’re seeing and hearing from prospects and customers in B2B SaaS. Easy access to education. A good example of this is onboarding courses.

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Education SaaS Accountability Best practices 59

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Instead, educate and enable customers with a one-to-many approach.

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Chief Customer Officer SaaS Best practices Journey mapping 52

Totango

MAY 6, 2021

As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. Increasing adoption through product education. Collecting customer feedback. Educate them about what your product can do to make sure their expectations are realistic given available resources.

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Customer retention Best practices Education Benchmark 74

SmartKarrot

AUGUST 11, 2021

The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. However, at times, a SaaS customer is not happy with your product or service and may decide to unsubscribe, which is really disappointing. Fewer features in your SaaS product. Like what you are reading?

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SaaS Consulting Consulting Sales 19

ChurnZero

MAY 3, 2022

1: SuccessHACKER SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders.

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Journey mapping Customer centricity SaaS Education 52

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. Before you take steps to bridge your SaaS consumption gap, you need to identify that gap.

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CustomerSuccessBox

MAY 26, 2021

If you start looking online for a Customer Success Platform or a solution you’ll most likely come across a lot of discussion about “B2B SaaS, which might cause you to wonder if Customer Success software is only for Subscription-based, B2B companies. How does it help achieve growth in the SaaS economy? What is Customer Success?

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CSM Magazine

FEBRUARY 8, 2022

Key customers helping to lead organic growth include: Flipkart, Fifth Element Group, BMF Media, Unifrog Education, NPower Inc, University College London, Rotman School of Management, Zircom (Shell Oil), Viacom CBS, Texas Tech University Health Sciences Center, Minnesota State University, Mankato, and First3Years. About Airmeet Inc.

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Education Government Customer centricity SaaS 52

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. He was educated and worked in the US.

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Best practices Customer Service SaaS Education 204

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. Total percentage of contacts engaging with content, either marketing, educational or upsell related.

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Metrics Upselling SaaS Education 64

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. Winners are to be announced on June 8-9.

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Chief Customer Officer SaaS Education Technology 52

Amity

DECEMBER 9, 2016

Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. Here at Thinkific, our marketing team checks in on the NPS feedback that comes in, and everyone at the company (even our CEO, Greg!) Winning Headline.

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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. Educating the customer on how your platform can support their business goals.

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Journey mapping SaaS Upselling Enterprise 92

SmartKarrot

FEBRUARY 28, 2022

For B2B marketers, podcasts are the latest marketing tools that leverage multimedia content to educate and engage audiences. Top 10 Tips for Creating a Successful B2B SaaS Podcast. Now that we have understood how important podcasts are for B2B companies, here are some valuable tips to creating a B2B SaaS product/company – 1.

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