ChurnZero

NOVEMBER 18, 2021

But in the SaaS world – where users rely on technology to make their life easier – if users have to fight to understand the tools that were purchased to help them, they can quickly lose faith in them. That’s why customer education is absolutely essential to preventing churn in SaaS businesses. Want to Increase Customer Loyalty?

Education 98

Education SaaS Real estate Self service 98

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ClientSuccess

APRIL 4, 2019

ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. Webinar: Product-Led Customer Success: What, How, and Why. In this webinar you will learn: The current state of customer success. About the Presenter.

SaaS 46

SaaS B2B Feedback Sales 46

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.

SaaS 52

SaaS Upselling Education Accountability 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! You would never even imagine that a surgeon would do that, but that’s the way that we run our SaaS businesses. Watch the recording of this webinar to catch up on the full conversation!

Feedback 52

Feedback Sales SaaS Marketing 52

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Kayako

FEBRUARY 4, 2016

For SaaS companies, growth and reducing customer churn is vital for survival. Pacific Crest’s report showed that 33% of SaaS companies ended 2015 with an annual customer churn rate above 15% – well above the acceptable rate of annual churn for SaaS companies, which sits at 7%. Sign up for the webinar.

SaaS 48

SaaS Accountability Feedback Sales 48

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. The new features we're adding this year. Watch on YouTube. ? ? ?.

Management 108

Management SaaS Surveys Feedback 108

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer Feedback: Qualroo. Customer Retention Software Cuts Down Client Churn.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Totango

JUNE 3, 2022

Two of the biggest tasks for customer success managers is keeping customers engaged and generating feedback to ensure they are satisfied. An excellent opportunity to engage clients is inviting them to an event, such as a webinar or seminar. The webinar is available at [date, time]. Feedback Request Email Template.

Feedback 108

Feedback SaaS Surveys Accountability 108

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

JUNE 1, 2022

Modern CSMs – especially those working in a SaaS-based organization – are often responsible for more than what makes it into the job description. Instead, modern CSMs are often asked to spearhead one of SaaS business’ most daunting and unpredictable aspects: customer churn. . What causes customer churn?

SaaS 52

SaaS Feedback Surveys Management 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. 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.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. This survey gives customers a chance to provide feedback and helpful pointers on how CSMs can better serve their customers. The post-sale survey.

Surveys 83

Surveys industry standards Feedback SaaS 83

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Who better than the people currently using your product to give feedback on new features? Conferences and Webinars. Webinar: How We Became a Customer-Obsessed Company.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. A lot of the structure of your SaaS support model can be built around the insights from your conversation volume. Do you get an increase in volume when a webinar is broadcast?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Ask for their feedback on potential product enhancements and ideas to give them a sense of ownership stake in your product. Toolkit: Churn Management Toolkit.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ChurnZero

AUGUST 14, 2020

Solicit feedback to measure customer sentiment toward your product or business. Integrate NPS into a customer’s overall health score to factor in subjective customer feedback. Webinar Software. What is webinar software? Webinar software is a virtual seminar platform that creates live or recorded video presentations.

CRM 87

CRM Finance Upselling Accountability 87

Education Services Group

FEBRUARY 3, 2021

Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. inSided is the only Customer Success Community platform for SaaS and subscription-based companies. About inSided.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

ChurnZero

FEBRUARY 8, 2024

Now a successful stress management and productivity coach who works with go-to-market SaaS teams, Ryan was once a customer success leader, until burnout prompted him to become an expert on stress within the tech industry. CZ: 2023 was a stressful year in customer success and SaaS. What happens when a friend asks you for help?

Morale 52

Morale SaaS Coaching Management 52

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

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . Webinar: Why Continuous Onboarding is Critical for Your Business.

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. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . Webinar: Why Continuous Onboarding is Critical for Your Business.

Best practices 64

Best practices Metrics Feedback SaaS 64

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

ClientSuccess

MAY 18, 2021

But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. . Webinar: Why You Need a Customer Advisory Board. Ready to learn more? Toolkit: Customer Journey Toolkit.

Customer centricity 65

Customer centricity SaaS Feedback Marketing 65

CSM Magazine

FEBRUARY 8, 2022

Airmeet’s immersive engagement suite empowers businesses and communities to connect with their audience, engage in meaningful conversations, exchange feedback, and build long-lasting relationships through events. To learn more about Airmeet, please visit: [link].

Education 52

Education Government Customer centricity SaaS 52

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. So asking, “Hey product, what are you measuring?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

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

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . This places even more pressure on SaaS companies to retain their current customers and provide a product that delights users, and dramatically increases the need to build an army of customer advocates!

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Prioritize Escalations and Cherish Feedback. The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen. Anticipate in Order to Add Extra Value. Training materials.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

ChurnZero

SEPTEMBER 14, 2021

As Bryan Neale, Founder of Blind Zebra , said in our webinar on selling for people who don’t love sales : “If you don’t want to come off as pushy, if you don’t love selling, you need to carry really strong intentions to be helpful to others.” . Check out our webinar on selling for people who don’t love sales. .

Sales 94

Sales Upselling Morale SaaS 94

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. We launched our first Customer Success Leadership Study to help shed light on the current state of Customer Success and its influence within SaaS organization.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CustomerSuccessBox

SEPTEMBER 2, 2021

An average SaaS business spends 92% of their first-year revenue on customer acquisition. B2B SaaS companies determine the CAC by two major components. In SaaS businesses, CAC is usually compared to a customer’s lifetime value (LTV). In the SaaS industry, your product goes through various updations. What is a good CAC?

SaaS 52

SaaS Metrics Advertising Sales 52

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. Cheers, Reminder Invite to a Webinar. ” Webinars allow you to provide more value to your customers while also allowing for more possibilities for expansion revenue.

APIs 52

APIs Accountability SaaS Marketing 52