CSM Magazine

MARCH 31, 2023

That’s why many customer-centric companies are turning to automation, using SaaS (Software as a Service) tools and processes to give their customer service teams a leg up. In this article, we’ll closely examine the benefits of customer service workflow automation and how SaaS tools can help make it happen.

SaaS 52

SaaS Customer Service Coaching CRM 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.

SaaS 52

SaaS Marketing B2B Metrics 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you aren’t getting their feedback, you are sticking your head in the sand. Don't be like this guy.

SaaS 96

SaaS Feedback Surveys B2B 96

aircall

NOVEMBER 28, 2022

Pipedrive is a SaaS unicorn—a deal-driven CRM solution which empowers marketing and sales teams. Maintain fair and consistent feedback. Manager reviews promote a regular feedback cycle across team members. They use a 2-point rating scale and make sure each agent receives at least four points of feedback every week.

SaaS 62

SaaS Calibration Customer Service Benchmark 62

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. Be aware of what and how to avoid these 7 SaaS customer onboarding mistakes to optimize your customers’ journeys. Present a solid future plan. 7 SaaS Customer Onboarding mistakes to avoid. Set realistic expectations.

SaaS 52

SaaS Sales Upselling B2B 52

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. Let’s walk through this guide to know more about upselling strategies that you need for your B2B SaaS business. Why are B2B SaaS upselling strategies important? But, is that as easy as it sounds?

Upselling 52

Upselling B2B SaaS Feedback 52

ShepHyken

AUGUST 18, 2023

Measuring Success: Key Performance Indicators (KPIs) Customer Satisfaction Metrics and Feedback Measuring customer satisfaction through feedback and survey data helps gauge the effectiveness of AI-driven customer service. Regular feedback provides insights into areas of improvement and customer preferences.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ChurnZero

DECEMBER 14, 2023

This presented a problem for Squire because that particular customer was piloting the more expansive solution they were building. Such a deep level of detail isn’t possible to obtain simply from speaking to customers and prospects. “It’s one thing to get feedback, to solicit feedback, from customers,” noted Dave. “It’s

SaaS 52

SaaS Feedback Marketing Enterprise 52

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS.

SaaS 45

SaaS Benchmark Surveys Feedback 45

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?

SaaS 52

SaaS Analytics Customer centricity Engineering 52

Totango

JANUARY 17, 2019

Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. Customer renewal success is critical for SaaS enterprises. Instead, it should include actions that put the customer in the driver’s seat, for instance by soliciting feedback via a survey.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

Nicereply

NOVEMBER 23, 2023

Feedback is Gold: In a survey by Microsoft, 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Embracing Feedback: Negative feedback , while hard to digest, is an opportunity in disguise. Addressing satisfaction proactively keeps customers onboard.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

CustomerSuccessBox

MAY 6, 2021

Can give you quick functionality feedback. Here your power users can present the training to your team members on an ongoing basis. Implement analytics on client usage data and key SaaS metrics for client meetings or internal executive and board reviews. Can help you drive new ideas and values to the team.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. Peter Armaly, a customer success expert with Oracle Marketing Cloud, argued in his presentation at the 2016 Customer Success Summit that it should be a foundational activity of CSMs. I’ve written more about this link in a recent post.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

ProProfs Blog

APRIL 17, 2020

Be it a small gathering, conference, sports event, fundraisers, trade shows, capturing the valuable feedback has become essential for businesses, associations, or even non-profit organizations. Depending on the event and the scope of feedback, the questions could be asked in different ways, like: Yes or no questions. NPS questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

ChurnZero

DECEMBER 18, 2018

ChurnZero Named Overall SaaS Category Winner in 2018 APPEALIE Awards. APPEALIE has announced the winners of the 2018 SaaS Awards. 23 SaaS apps were recognized for their demonstrated excellence and customer delight. Winning SaaS platforms included ChurnZero, Ceridian, Drift, Hubspot, New Relic, Slack, and Zapier.

SaaS 40

SaaS Marketing Surveys Feedback 40

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Reichheld says NPS Prism helps. .

Airlines 274

Airlines Metrics Accountability SaaS 274

LiveChat

NOVEMBER 13, 2018

If you still wonder how to make a great customer success strategy , read the recent post – Customer Success Management in SaaS – LiveChat Team Strategy. It’s the only way Customer Success Managers can present the benefits and solutions suitable for the customer’s business. Customer Success Manager’s skills.

SaaS 54

SaaS Management Feedback Customer Support 54

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.

Management 98

Management Upselling SaaS Education 98

Lumoa

FEBRUARY 14, 2024

Multiple CX software as a service (SaaS) solutions like Lumoa are available, which automate many CX tasks, offer a granular perspective for in-depth analysis, and streamline upgrading your CX strategy. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. Leslie Cottenjé, CEO Hello Customer, leslie@hellocustomer.com.

SaaS 98

SaaS B2B Feedback Enterprise 98

ClientSuccess

MAY 25, 2023

Leveraging SmartCS, the Weekly Pulse Summary feature presents real-time feedback on customer health by summarizing the top 5 things that are going well and the top 5 areas of improvement for customers with issues.

B2B 81

B2B SaaS Feedback Management 81

Nicereply

OCTOBER 12, 2021

Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used. This question is especially important in a SaaS or IoT company. Depending on the nature of the data and how it is used, there are different ways to present it to support.

SaaS 118

SaaS Self service CRM Feedback 118

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.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Fonolo

FEBRUARY 16, 2021

Although the last time you picked up a voicemail message was mid-noughties, the technology itself is being rapidly brought into the present. The shift to digital presented a massive problem for call center hiring managers, who were already pretty stressed out due to ever-increasing agent attrition issues. Voice-to-Text.

Call Center 134

Call Center Technology Gamification Contact Center 134

Hello Customer

NOVEMBER 27, 2020

Deloitte has included this SaaS company, which collects customer feedback and analyses it using artificial intelligence, in their prestigious ranking, the Fast 50 Belgium. Every year, Deloitte presents an award to the country’s fastest-growing tech companies. That was always our aim, and has been for the past five years.

Entertainment 52

Entertainment SaaS Finance Customer centricity 52

SmartKarrot

JANUARY 25, 2022

The critical nature of software for business growth is a key reason for the exceptional growth of Software as a Service (SaaS) companies in recent times. Encouraged by the success and importance of SaaS, Australia has actively adopted the cloud ecosystem and founded brilliant SaaS-driven companies and platforms. Employment Hero.

SaaS 10

SaaS Transportation Feedback Construction 10

ProProfs Blog

NOVEMBER 9, 2021

A common picture of the present time) – Most companies take customer satisfaction seriously but unfortunately, not everyone is successful. Consider analyzing the questions such as: How will you collect customer feedback? Will you also collect unsolicited feedback? Step 1: Set Goals and Plans.

Surveys 146

Surveys Feedback Metrics Customer retention 146

ClientSuccess

APRIL 5, 2022

While traditional NPS surveys are typically one-and-done questions, many SaaS organizations are starting to expand their surveys to gather more information from users. . Sometimes, all it takes to unlock this feedback is a simple forum for your users to share it with your team. . Why expand your NPS survey?

Surveys 52

Surveys Feedback SaaS 52

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. They can also put together longer video presentations and receive video feedback from their teachers.

SaaS 21

SaaS Education Coaching Healthcare 21

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. Timing is essential.

Management 52

Management Upselling SaaS Customer retention 52

CustomerSuccessBox

SEPTEMBER 7, 2021

But it also bought a sea of opportunity for people who could see beyond the present turbulent times. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Also, it is important to get their feedback and improve your service. Bonus Tip: What are customer journeys in SaaS? #9 9 CX and UX will Make the Cut.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

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.

Marketing 109

Marketing SaaS Sales Surveys 109

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. This article was adapted from a portion of ChurnZero’s BIG RYG session “ Customer Success as a Profit Center ” presented by Matthew Brown, Director Customer Enablement, Solink. Customer Feedback. Choose Metrics that Emphasize Your Value.

Metrics 98

Metrics Journey mapping SaaS Sales 98

SmartKarrot

JUNE 21, 2022

SaaS companies either choose freemium or product demos to sell the product to customers. This article examines how SaaS companies can prefer demonstrating the product. SaaS Free Trial. SaaS free trial means when the customer tries the product for a limited period of time. SaaS Product Demo. But which one is better?

SaaS 10

SaaS B2B Sales Feedback 10

CustomerSuccessBox

JULY 2, 2020

The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer. Plus an opportunity to present the future planning to get a customer’s feedback and sow the seeds for renewal and / or upsell. Suggested read: Designing a customer onboarding framework for B2B SaaS.

SaaS 52

SaaS Upselling B2B Feedback 52

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. Leslie Cottenjé, CEO Hello Customer, leslie@hellocustomer.com.

SaaS 52

SaaS B2B Feedback Enterprise 52