ChurnZero

FEBRUARY 28, 2025

You might be surprised to know that SaaS companies can learn a lot from their consumer subscription counterparts. The differences between SaaS and B2C companies. 2: Payment structure SaaS is paid on a recurring basis. But most SaaS organizations still have the luxury of long-term (2+ year) contracts.

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SaaS B2B B2C Healthcare 52

AWS Machine Learning

JUNE 16, 2022

Zendesk is a SaaS company that builds support, sales, and customer engagement software for everyone, with simplicity as the foundation. Customers like Zendesk have built successful, high-scale software as a service (SaaS) businesses on Amazon Web Services (AWS). This post is co-written with Sowmya Manusani, Sr.

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SaaS Engineering Personalization Enterprise 143

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey? What Are the Stages in a SaaS Customer Journey?

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SaaS Journey mapping Upselling Best practices 117

Help Scout

JANUARY 27, 2022

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

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SaaS Customer retention 124

ShepHyken

JANUARY 5, 2025

The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. Top 5 CX Trends that Will Shape 2025: Study by ET Edge Insights (ET Edge Insights) SurveySensum, has announced its latest Top 5 CX Trends for 2025 report.

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Customer Service Automotive B2B SaaS 177

ShepHyken

SEPTEMBER 12, 2016

Skyrocket SaaS Growth: 56 Must Read Tips From Top SaaS Companies by Adam Feber. My Comment: Don’t be misled to thinking this article is for just SaaS types of businesses. Here are some simple, common sense tips to building a better relationship with your customer – that can ultimately lead to repeat business and loyalty.

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Customer Service SaaS Customer Experience Marketing 288

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

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B2B SaaS B2C Upselling 114

CCNG

NOVEMBER 13, 2024

The Road to Now In the early 2000s, software began its march into the Cloud and the new SaaS model. Even with cloud-based solutions like CCaaS, it’s often just a new coat of paint on old ideas and systems. The future, however, lies in AI-first customer experience.

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Contact Center CCNG Technology SaaS 195

HelpCrunch

NOVEMBER 11, 2022

The post SaaS Knowledge Base: The Actual Meaning and Best Examples appeared first on HelpCrunch blog. What would you rather do if you faced a product/service issue and your Internet provider, a movie streaming service, or *insert your option* had no communication channel? Or the ones that they provide, like, a [ … ].

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SaaS 118

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. Jafar Sadhik is a passionate digital marketer possessing 6+ years of writing experience and sound knowledge in the fields like SaaS tools, data management, finance management, etc. .

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Customer Experience Customer advocacy Technical Support Finance 403

AWS Machine Learning

JULY 6, 2023

A number of AWS independent software vendor (ISV) partners have already built integrations for users of their software as a service (SaaS) platforms to utilize SageMaker and its various features, including training, deployment, and the model registry.

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SaaS Accountability APIs Engineering 101

AWS Machine Learning

MARCH 9, 2023

Hundreds of software as a service (SaaS) applications are being developed around these pre-trained models, which are either directly served to end-customers, or fine-tuned first on a per-customer basis to generate personal and unique content (such as avatars, stylized photo edits, video game assets, domain-specific text, and more).

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SaaS Personalization APIs Best practices 108

ChurnZero

NOVEMBER 15, 2024

For most CX teams in SaaS, the implementation process is a one-way street. The post How to turn SaaS implementation insights into a strategic asset. Your team directs their attention outward to focus on the customer, their needs, their data, their stakeholders, and their timetable. appeared first on ChurnZero.

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SaaS Sales Feedback CRM 52

ChurnZero

MAY 4, 2023

Companies operating in the SaaS space also stand to gain by borrowing a page from this playbook and striving to build a community online. Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success.

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SaaS Gamification Best practices Feedback 98

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.

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SaaS Management Enterprise Strategic Value 52

Cisco - Contact Center

MAY 7, 2024

Announcing the public availability of Cisco Cloud Controls Framework (CCF) V3.0 - a “build-once-use-many” approach for SaaS compliance with global standards.

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SaaS Marketing 87

Cisco - Contact Center

JUNE 13, 2024

According to AppOmni’s 2023 State of SaaS Security report, 79% of organizations reported a SaaS security incident during the preceding 12-month period. As enterprises incrementally store and process more sensitive data in SaaS applications, it is no surprise that the security of these applications has come into greater focus.

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SaaS Management Enterprise 88

ShepHyken

JULY 31, 2017

The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants by Andy Mura. Userlane) The evolution of SaaS organizations that focus on customer experience and customer success. Apple, with an incredible score of 89, is the darling of customer service, not just for the tech industry, but any industry.

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Customer Service SaaS Benchmark Technology 0

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. Defining Success from the Customer’s Perspective. Top Takeaways: Anything can be a subscription. We need to understand the full journey.

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SaaS B2B Consulting Consulting 205

ChurnZero

JANUARY 6, 2025

We asked ChurnZero’s network of expert partners and SaaS thought leaders to weigh in. The post The top 2025 customer success trends predicted by SaaS experts appeared first on ChurnZero. While its natural to be nervous, you shouldnt be in the long run. Its a bumpy road to the top.”

SaaS 52

SaaS Customer advocacy Best practices Finance 52

TeleDirect

JUNE 13, 2025

Teledirect specializes in sectors such as: Healthcare and medical device sales Financial services and insurance SaaS and tech Legal and consulting services Each industry benefits from tailored scripts, regulatory awareness, and trained agents. Supporting Niche Industries Call center lead generation is not one-size-fits-all.

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Call Center Scripts B2C CRM 114

Beyond Philosophy

FEBRUARY 15, 2025

Why You Should Listen: Whether you’re pricing consulting services, running a retail store, or managing a SaaS product, this episode is packed with actionable insights that will make you rethink how you price—and how your customers perceive your value.

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Sales Consulting Consulting SaaS 195

ShepHyken

FEBRUARY 18, 2020

About: Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit , a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions. Help leadership understand how we can help them hit those targets.”.

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Big data SaaS Employee engagement Customer Experience 314

ChurnZero

MAY 29, 2025

Some SaaS trends simmer; others ignite. This year, SaaS Capital’s industry-leading B2B Benchmarking Survey covered AI adoption and outcomes for the first time and the results are unequivocal: AI is no longer optional in SaaS. Companies that tie AI to financial outcomes will lead the next phase of SaaS.

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Benchmark SaaS B2B Surveys 52

Totango

OCTOBER 14, 2024

The post The one thing SaaS go-to-market teams keep getting wrong (and how to fix it) appeared first on Best Customer Success Blog: Articles for Enterprise Growth. You have an opportunity to help this entire business create that revenue opportunity.’” said Edward. Listen to the entire Jason’s Take On episode with Edward here.

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SaaS Marketing Finance Sales 71

ShepHyken

JANUARY 8, 2021

Gary is also s killed in Management, Software as a Service (SaaS), Business Development, Marketing Strategy, and Sales Process. He is an e xperienced Sales Director with a demonstrated history of working in the information technology and services industry. Read Shep’s latest Forbes article: Nobody Has a Sustainable Competitive Advantage.

Interactive Voice Response 367

Interactive Voice Response Customer centricity Consulting Consulting 367

ShepHyken

AUGUST 4, 2020

About: Andy MacMillan is the CEO of UserTesting and a former product executive at Oracle and Salesforce with 20 years of enterprise SaaS experience. If you want to break out of that cycle, go talk to some actual customers.”. He helps companies become more customer-centric.

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Customer centricity SaaS Technology Enterprise 60

Kayako

DECEMBER 30, 2024

In the competitive landscape of Software as a Service (SaaS), AI customer experience has become a game-changer. As businesses strive to enhance their offerings, AI-powered SaaS customer experience solutions are transforming how companies interact with their customers, making it easier to address their needs and preferences.

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SaaS Customer Experience Chatbots Feedback 62

ShepHyken

DECEMBER 4, 2018

In his six years as CEO, he’s secured over $156 million in funding, expanded the employee base to over 500 employees, and been recognized as the third best SAAS CEO out of 5,000 nominees. About : Nick Mehta is the CEO of Gainsight.

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SaaS Customer Service Management 295

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. Deb Mukherjee is a SaaS marketer with 5+ years of working with companies across the globe. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. trillion dollars in 2019.

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Customer Experience SaaS Sales Marketing 248

ShepHyken

OCTOBER 28, 2016

He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. It’s also crucial to make sure that you find a partner with the tools and guidance that can help your customer service agents be more efficient, better prepared, and more serviceable. in integrated communications and journalism.

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SaaS Customer Service Contact Center Customer Experience 333

AWS Machine Learning

OCTOBER 16, 2024

In this post, we highlight how the AWS Generative AI Innovation Center collaborated with SailPoint Technologies to build a generative AI-based coding assistant that uses Anthropic’s Claude Sonnet on Amazon Bedrock to help accelerate the development of software as a service (SaaS) connectors. Here is the API spec provided between the XML tags.

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SaaS APIs Construction Accountability 88

ShepHyken

JULY 7, 2023

Manpreet Singh Chawla is a writer who specializes in topics such as customer service and experience, SaaS, knowledge management, and business strategy. With the help of mobile applications, all tasks have become easier, faster, and more reliable. For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.

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SaaS outsourcing Marketing Sales 296

GetFeedback

JULY 6, 2020

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.

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SaaS Marketing Customer Experience Management 174

CCNG

NOVEMBER 9, 2021

So in a world where every product description ends in “aaS” from SaaS to CCaaS, it only makes sense that AI should follow suit. There is little sense for companies to host these business critical applications themselves, for reasons we don’t need to recount here. And then there’s AI. Everyone wants it, needs it, and claims they have it.

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Contact Center CCNG Contact center software Finance 259