ChurnZero

JANUARY 28, 2021

2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. LiquidPlanner.

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SaaS Surveys Feedback Technology 96

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. However, you should also have a feedback loop to identify when and if those engagements fall short of expectations. Answer options are usually presented on a 3-point or 5-point scale (e.g., Product feedback or feature requests.

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SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback.

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SaaS Customer centricity Finance Best practices 98

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.

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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.

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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.

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Customer Service Employee engagement Chatbots Morale 156

ChurnZero

JUNE 17, 2022

Compare your customer’s time in app against customers in similar onboarding journeys (past and present). Compare a customer’s time in app and set that threshold compared to customers in the same onboarding journey both past and present. There should be an open feedback loop. Customer cohorts set your metric baselines.

Metrics 98

Metrics SaaS Surveys Self service 98

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 Education 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.

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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.

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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.

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Surveys SaaS Feedback Advertising 125

Education Services Group

DECEMBER 10, 2019

ESG was proud to sponsor and present at all of this year’s events. We know that we’re one of the most important components to a company’s continued longevity — especially in this SaaS-heavy economy. Ask a spouse or partner (but be prepared for more honest feedback than you might have been expecting). Ask a coworker or boss.

Education 40

Education SaaS Coaching Personalization 40

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

ChurnZero

JUNE 17, 2022

Compare your customer’s time in app against customers in similar onboarding journeys (past and present). Compare a customer’s time in app and set that threshold compared to customers in the same onboarding journey both past and present. There should be an open feedback loop. Customer cohorts set your metric baselines.

Metrics 52

Metrics SaaS Surveys Self service 52

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 273

Airlines Metrics Accountability SaaS 273

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.

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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

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.

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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.

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B2B SaaS Feedback Management 81

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.

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Customer Experience Chatbots Analytics SaaS 83

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. Making these decisions with your customers in mind means gathering feedback and input and putting this insight into action through your platform.

SaaS 64

SaaS Metrics Best practices Feedback 64

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.

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SaaS Self service CRM Feedback 118

Nicereply

NOVEMBER 2, 2023

Response bias can cloud our view of genuine feedback. Just as aspiring medical students may second-guess their answers due to response bias MCAT pressures, customers too can face similar uncertainties when providing feedback in surveys. To make informed decisions, we must look beyond the distortion and truly hear our customers.

Surveys 52

Surveys Feedback Accountability SaaS 52

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Feedback-Driven Churn Analysis. Related Links.

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SaaS Customer retention Accountability Feedback 88

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

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.

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Call Center Technology Gamification Contact Center 134

CustomerSuccessBox

AUGUST 27, 2021

While the startup is still exploring its potential and discovering in what way it can best present its product, the scaleup has already found that sweet spot. Customer Success for B2B SaaS is a function of all departments with the obvious contributors being- Customer support, Onboarding specialist, and Customer Success team.

Upselling 52

Upselling SaaS B2B Metrics 52

Lumoa

JANUARY 11, 2022

For that, leaders should stop spending all their time collecting and analyzing by trusting it to the right tools and spend time on driving product and customer experience changes by looking at the results of customer feedback. It is all-in-one SaaS platform for collecting and analyzing customer feedback, including NPS feedback.

Surveys 103

Surveys Analytics Feedback Benchmark 103

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.

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Entertainment SaaS Finance Customer centricity 52