CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time. Here’s how businesses typically implement education initiatives: 1.

Education 52

Education Upselling SaaS Self service 52

AWS Machine Learning

NOVEMBER 7, 2024

In the first part of the series, we showed how AI administrators can build a generative AI software as a service (SaaS) gateway to provide access to foundation models (FMs) on Amazon Bedrock to different lines of business (LOBs). AWS Step Functions can help you orchestrate the end-to-end monitoring workflow.

Enterprise 113

Enterprise APIs Government SaaS 113

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. These might include providing product feedback or internal collaboration.

SaaS 52

SaaS Upselling Enterprise industry standards 52

CSM Magazine

JANUARY 3, 2025

SaaS Software-as-a-Service companies use AI to manage support queries from diverse user bases. A leading SaaS provider saw a 25% reduction in support costs and a significant improvement in response times by adopting AI-driven multilingual support tools.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

Global Response

MAY 27, 2025

Case study: A SaaS company’s approach One tech company that worked with Global Response was initially struggling to provide B2B support after a massive expansion. Developing a robust customer feedback mechanism Understanding your customers’ perspective on their experience is always valuable.

B2B 62

B2B Best practices Technology Customer Service 62

Nicereply

JUNE 24, 2025

She starts by signing up for a free trial on a SaaS company’s website. private phone numbers or in-person meetings) may be the most effective. ​​​​Examples of Successful Omnichannel Many SaaS companies have mastered omnichannel to create seamless customer experiences. Why is omnichannel important for SaaS companies?

Multichannel 52

Multichannel SaaS CRM Customer retention 52

ChurnZero

JUNE 6, 2025

Based on SaaS Capital’s 14th annual B2B SaaS benchmarking survey results, NRR across all quartiles and ACV levels are growing. Find out more : 2025 SaaS benchmarks on retention and AI. pre-mortem planning meetings, formal feedback process with product, open door customer meetings for other departments).

Customer retention 52

Customer retention Journey mapping Benchmark SaaS 52

ChurnZero

APRIL 11, 2025

Customer feedback changes depending on the lens youre looking through (i.e. Is your onboarding process a well-oiled machine of timely tasks and thresholds, until a customer gets stuck with no clear steps for collecting or reviewing feedback? (because perception is reality) Let’s explore the details of each step.

Metrics 86

Metrics Benchmark Feedback SaaS 86

CSM Magazine

MARCH 28, 2025

The integration of real-time loyalty programs or decentralized feedback tools opened the door for customer service platforms to build on Solana. For example, a mid-size European SaaS firm pilot-tested Solana-based smart contracts for SLA validation and was able to decrease the amount of work needed to be done manually by 60%.

Customer Service 52

Customer Service Education CRM Healthcare 52

CSM Magazine

JULY 3, 2025

If you’ve ever noticed how an online store knows your name, or how a SaaS app guides you after you sign up, you’ve witnessed the power of a well-mapped journey. Here’s how to start strong: List every key interaction your customers have, from first glance to post-purchase feedback. Gather feedback and tweak. Iterate fast.

Chatbots 52

Chatbots Best practices Scripts Banking 52

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. Product insights: can you quantify the volume and value of community feedback on your product?

SaaS 52

SaaS Gamification B2B Metrics 52

Quiq

APRIL 29, 2025

Customer Feedback Tools: For CSAT, NPS, CES surveys. Establishing feedback loops: Use analytics, customer surveys, and agent input. “The Top 14 SaaS Trends Shaping the Future of Business in 2025.” Leverage Tools and Technology Use appropriate tools to gather and analyze data efficiently. ” Splunk.

Benchmark 52

Benchmark Best practices Metrics Government 52

TeleDirect

APRIL 30, 2025

Case Study: How Call Centers Saved a Brand During a Data Breach A SaaS company suffered a data breach affecting 40,000 users. Reporting, Feedback & Post-Crisis Analysis Post-crisis debriefing is essential: What were the call trends? Any business can face a crisisretailers, healthcare providers, SaaS platforms, utilities, etc.

Call Center 62

Call Center Management Scripts Healthcare 62

AWS Machine Learning

FEBRUARY 10, 2025

This capability is particularly useful for managing large volumes of customer feedback, generating reports, and creating content summaries, significantly reducing the time and effort required for manual content processing. Appian solutions are available as software as a service (SaaS) offerings in AWS Marketplace.

Enterprise 81

Enterprise APIs Government Healthcare 81

AWS Machine Learning

MARCH 25, 2025

Scenario 5: Update facing insufficient capacity In scenarios where there isnt enough GPU capacity, SageMaker AI provides clear feedback about capacity constraints. Dustin Liu is a solutions architect at AWS, focused on supporting financial services and insurance (FSI) startups and SaaS companies.

APIs 111

APIs Engineering Accountability Metrics 111

Outsource Consultants

MARCH 18, 2025

To boost FCR rates, call centers should: Invest in comprehensive agent training Develop robust knowledge bases Implement effective call routing systems Regular quality assurance checks and feedback loops help identify common issues that prevent first-call resolution.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Cincom

FEBRUARY 14, 2025

Align subscription-based or usage-based pricing models with long-term revenue strategies for SaaS or service-driven businesses. Foster a feedback loop, allowing sales teams to suggest CPQ enhancements based on real-world challenges. Offer scenario-based learning, where reps handle simulated quote negotiations within CPQ.

Best practices 40

Best practices Sales CRM Finance 40

Call Journey

AUGUST 7, 2024

We have been at the forefront of the explosion of digital data and improvements in algorithms, especially deep learning, and we’ve harnessed these advancements in the way our solution is crafted.

SaaS 52

SaaS Customer centricity Best practices Analytics 52

JustCall

MAY 27, 2025

Of course, email can be sufficient, but collaboration tools allow you to do more, e.g., track projects, provide feedback, and keep everyone updated (e.g., SaaS companies offer communication tools, marketing tools, accounting tools, and many more platforms. in case of project changes).

Best practices 52

Best practices CRM Accountability Marketing 52

AWS Machine Learning

NOVEMBER 26, 2024

We compare the generated descriptions with corresponding gold-standard descriptions crafted based on Sophos analysts’ feedback. At AWS, he works with ISV customers in the UK to help them build and modernize their SaaS applications on AWS. He is also helping customers to integrate GenAI capabilities in their SaaS applications.

APIs 101

APIs Metrics SaaS Engineering 101

Cincom

JANUARY 31, 2025

Seek cost-effective alternatives, such as SaaS solutions or cloud-based systems, which reduce upfront costs. Involve employees in decision-making and provide platforms for feedback. Use feedback to refine processes and ensure minimal disruption. Break down transformation projects into manageable phases.

CRM 40

CRM Analytics Technology Automotive 40

TeleDirect

MAY 7, 2025

Your call center handles: Customer inquiries Troubleshooting Feedback collection This division of labor boosts productivity and morale. E-commerce, healthcare, home services, SaaS, and professional services are some of the top sectors that benefit. Around-the-Clock Availability Most small businesses cant afford to operate 24/7.

outsourcing 62

outsourcing Call Center Multichannel Morale 62

TeleDirect

FEBRUARY 3, 2025

Social media engagement to address public complaints and feedback. Technology and SaaS Delivering 24/7 technical support for software and hardware products. Customer Reviews and Testimonials: Check feedback from current clients to assess service quality. Email support for in-depth inquiries and follow-ups.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

Balto

JUNE 27, 2025

Resolution should be confirmed by either internal data or customer feedback. A successful FCR means the customer’s issue was fully resolved during their first interaction — no callbacks, no follow-ups, no escalations. Q2: What is a good First Contact Resolution (FCR) in customer service? Most industries aim for an FCR rate of 70%–85%.

Contact Center 40

Contact Center First call resolution Benchmark Metrics 40

CSM Magazine

JULY 8, 2025

This dynamic and competitive environment requires a solid strategy, particularly for SaaS businesses that face difficulties marketing their offerings to their audience in a digitally powered world. In this article, we will discuss how a SaaS company can measure the success of its marketing strategy. It ensures strategic alignment.

SaaS 52

SaaS Marketing Feedback Metrics 52

ChurnZero

NOVEMBER 15, 2024

For most CX teams in SaaS, the implementation process is a one-way street. At ChurnZero, we call this process the Readiness for Implementation feedback loop. At ChurnZero, our Implementation team scores a customer on the “Readiness for Implementation scale” to open another level of the feedback loop.

SaaS 52

SaaS Sales Feedback CRM 52

Comm100

MAY 26, 2025

Enterprise SaaS: When support bandwidth is tight, utility-based agents help prioritize tickets not just by urgency but by strategic value. Every time they interact with a user, make a decision, or receive feedback, they collect information that helps them get better next time. Learning agents are the ones that do not stay the same.

Customer Support 52

Customer Support Technical Support CRM Analytics 52

Interaction Metrics

MAY 19, 2025

This is where human judgment turns raw feedback into decision-ready insights. While this doesnt replace direct customer feedback, it adds a new layer, especially useful in early-stage research or when exploring hypothetical scenarios. Surveys Surveys are the backbone of CX research, providing structured feedback at scale.

B2B 62

B2B Customer Experience Journey mapping Surveys 62

AWS Machine Learning

JULY 9, 2025

Parcel Perform provides an AI-driven, intelligent end-to-end data and delivery experience and software as a service (SaaS) system for ecommerce merchants. Afterward, Parcel Perform collected user feedback internally and monitored logs from LangSmith Tracing to verify performance was maintained.

Engineering 74

Engineering Analytics APIs Wait times 74

Balto

JUNE 23, 2025

Key Features: Topic detection and empathy tracking Built-in coaching and feedback tools Integrated with Genesys’ CX suite 8. Stronger Agent Performance Help agents improve faster with targeted feedback. Best for: Small-to-mid-sized teams that want a fast setup Enthu.AI are great starting points for small-to-midsize teams.

Analytics 40

Analytics Coaching CRM Contact Center 40

CSM Magazine

APRIL 24, 2025

Benedict Geissler, Chief Commercial Officer (CCO), Netigate Netigate , a leading European provider of AI-powered customer and employee experience management SaaS solutions, has appointed Benedict Geissler as its new Chief Commercial Officer.

SaaS 52

SaaS Management Enterprise Strategic Value 52

CSM Magazine

APRIL 22, 2025

But true execution needs a feedback loop,” said Peda Venki Pola, Co-founder and CTO. Gautam Rishi, is GTM leader with over two decades experience in enterprise SaaS (ex-Akamai, CloudBees, 1E), known for scaling sales teams globally and delivering multiple exits. “Most AI agents today are static workflows.

Engineering 52

Engineering Enterprise B2B SaaS 52

CSM Magazine

NOVEMBER 12, 2024

You can start by tracking basic metrics like login frequency, content interaction, and feedback to gauge your subscribers’ engagement. This model is standard in industries like Software as a Service (SaaS) and telecom, ensuring customers only pay for what they truly need.

Customer retention 59

Customer retention Analytics SaaS Metrics 59

Interaction Metrics

APRIL 17, 2025

At Interaction Metrics, we help organizations of all sizes improve how they collect and use feedback. Its a curated list of 17 Qualtrics alternatives, each chosen for a specific strengthwhether thats streamlined online surveys, better integrations, or smarter ways to tie customer feedback data to revenue.

Surveys 48

Surveys B2B Enterprise Analytics 48

CSM Magazine

DECEMBER 10, 2024

Paul and the team at Aampe are shaping the future of agentic infrastructure for user journey personalization,with excellent feedback and adoption from their early customers.” Agentic AI provides the opportunity to break through. Learn more at theory.ventures.

Personalization 52

Personalization Engineering Entertainment Enterprise 52

Totango

OCTOBER 30, 2024

For years, attainment was the sexiest word in SaaS. Tighten feedback loops on post-sale teams The post-sale world is filled with multiple users, stakeholders, and goals.

Upselling 62

Upselling Sales Accountability SaaS 62

CSM Magazine

JULY 2, 2025

Validate end-to-end billing scenarios, gain user feedback, and tune configurations before go-live. Innovative Billing Models for SaaS Companies Software and other product companies rely on recurring subscription billing models to align with customer preferences and drive revenue predictability. Integrate systems. Test and refine.

Finance 52

Finance Engineering Accountability Analytics 52