INDUSTRY INSIGHTS YOUR PEERS ARE READING
Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. In order to do that, you need to use the right SaaS customer engagement metrics. There are four key SaaS customer engagement metrics that will give you insight into how your customer is using your product. SaaS Customer Engagement Begins with the Right Metrics. MORE
Customer acquisition cost, often abbreviated to CAC, is an important metric all SaaS companies need to optimize. Being in charge of, or owning, a SaaS company makes you all-too-aware of how important it is to develop a strategy to effectively reduce your CAC. MORE
Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. What you should do is identify who needs your SaaS and focus on market penetration. MORE
For most SaaS companies, the biggest source of revenue comes from renewals and upsells after the initial sale. Since acquiring new customers is more expensive than keeping your current ones, reducing customer churn is crucial to growth and success MORE
You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. MORE
As the SaaS business model evolves, converting free trial customers to paying customers has become the most important activity for mnay SaaS companies. However, our approach to free trials remains stuck in the early days of the SaaS industry. MORE
Renewal rates are the lifeline of any SaaS company. The growth of any SaaS business not only depends on new customers but also the renewal rate. saas renewal rate customer health score Customer Success renewal rate MORE
The post Why your SaaS might need an onboarding specialist? appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox. Customer Onboarding Customer Success Customer Success Manager onboarding specialist SaaS MORE
In modern business, SaaS (Software-as-a-Service) , or “cloud”, solutions are now strongly preferred for almost all industries and companies. Here are a few reasons why so many companies have made the switch to SaaS…. MORE
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). The same applies for B2B SaaS companies. MORE
When you are selling a SaaS product, you really need to think about what you’re actually selling. One of the benefits of being a SaaS product is that you can collect a lot of metrics because you have all the data, so we measure the things our clients care about. MORE
Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. MORE
Software as a Service (SaaS) callback is a system that enables customers to request a call back from a service provider at a later time. With SaaS callback —unlike traditional callback systems—the software is deployed in the cloud and is hosted by a third party. MORE
There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). eBooks: Ultimate Guide to SaaS Customer Success Metrics. MORE
Before we discuss how SaaS help desk software enables you to accomplish your business objectives, let us quickly learn what a help desk software tool is. MORE
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. SAAS CUSTOMER SUCCESS CATEGORY WINNERS . MORE
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. customer centric enterprise Marketing SaaS Marketing MORE
We interviewed directors of SaaS startups to get their insights. The post 7 Tips for Better SAAS Board Meetings appeared first on Net Promoter Score from AskNicely. Here’s part two in our series on how to perform better in the boardroom. MORE
Contact Center Smarter Working Unified Communications Bluetooth Nectar plantronics Plantronics Manager Pro SaaS skype MORE
These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base. This is another SaaS product that is aimed at customers who are in desperate need of creating and managing a knowledge base. MORE
ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. The following SaaS strategies for customer success are all based on using data to create an intuitive customer experience: Rapidly onboarding. Why SaaS Customers Churn. MORE
It’s the Friday roundup of great blog posts that cover topics related to SaaS and the burgeoning Customer Success industry. According to Jason Lemkin, today the bar is even higher in this third wave of startups: Is 5x the New 2x in Saas? MORE
Want to improve customer communications at your SaaS company? The post 5 not-so-obvious tips to improve customer communications for your SaaS business appeared first on HelpCrunch blog. Read these five tips based on science and our own experience. MORE
Running a SaaS (Software-as-a-Service) company is fun. This can only mean one thing: it’s time to build a SaaS customer service team. One feature that is a must-have for any customer service team in the SaaS industry is screen sharing. MORE
If you work in or near technology at all, you’ve likely heard of and probably used both SaaS and PaaS. Software as a service ( SaaS ) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. MORE
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. MORE
We interviewed directors of SaaS startups to get their insights. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely. Here’s part two in our series on how to perform better in the boardroom. Quotes are anonymous to enable directors to speak their mind. MORE
Not up to the #SaaS task, eh, customer service? The subscription-based economy of software-as-a-service (SaaS) has arrived—and with it, new challenges in ensuring user adoption and retention once those licenses have been purchased. The post Not up to the SaaS task, eh, customer service? MORE
More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations. MORE
Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community. But in reality, all products and subscriptions have a learning curve that can block a customer from fully adopting the product. MORE
The three most common SaaS sales challenges can be overcome and lead to breakthrough levels of success. Here’s a closer look at these common roadblocks for SaaS salespeople, along with some tips for addressing them as part of your sales training development strategies. MORE
One of the unique ways a SaaS company operates is that they exist in a constantly changing environment. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team. MORE
The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Salesforce , the much-led and renowned CRM platform, is the pioneer of SaaS. MORE
Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constant monitoring of your customer’s journey. MORE
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. As modern consumers continue to shop anywhere and anytime, seamless omnichannel CX across various devices and touchpoints is a must for SaaS. Customer advocacy is the name of the game when it comes to improved CX and reduced churn in the SaaS environment. MORE
Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. All companies, not just SaaS, should leverage technology. MORE
Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage. I hope this article helped you organize your thoughts around product usage and adoption for SaaS and cloud products. MORE
It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right? SaaS Customer loyalty customer retention MORE
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. Building SaaS Customer Loyalty Focused on Mutual Growth. MORE
As a SaaS company grows, customer success becomes even more important. But, if you’re a SaaS company and you’re doing great without a success team, why should you care? Let’s look at the future of SaaS customer success and why it’s become a focus for so many companies…. MORE
This was especially true of Driving SaaS Growth With Customer Success , a panel moderated by Shawn Bridgeman , Director of HR & Business Design at PetDesk. " We had a great talk with fellow CS experts at the @SDStartupWeek panel on how to Drive SaaS Growth w/ CS! Takeaways from the driving SaaS growth panel. This quote underpinned the conversation about driving Saas growth and customer success. In a blink, San Diego Startup Week has come and gone. MORE
SaaS Related Topics Integrity Solutions
NOVEMBER 2, 2018
The three most common SaaS sales challenges can be overcome and lead to breakthrough levels of success. Here’s a closer look at these common roadblocks for SaaS salespeople, along with some tips for addressing them as part of your sales training development strategies.
ProProfs Blog
APRIL 12, 2019
More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations.
Customer Guru
JULY 3, 2018
The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Salesforce , the much-led and renowned CRM platform, is the pioneer of SaaS.
Totango
FEBRUARY 7, 2019
You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer.
VHT
SEPTEMBER 18, 2018
Software as a Service (SaaS) callback is a system that enables customers to request a call back from a service provider at a later time. With SaaS callback —unlike traditional callback systems—the software is deployed in the cloud and is hosted by a third party.
Totango
JANUARY 22, 2019
Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constant monitoring of your customer’s journey.
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B2B Customer Service Blog - TeamSupport
JANUARY 18, 2019
In modern business, SaaS (Software-as-a-Service) , or “cloud”, solutions are now strongly preferred for almost all industries and companies. Here are a few reasons why so many companies have made the switch to SaaS….
Totango
FEBRUARY 5, 2019
ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. The following SaaS strategies for customer success are all based on using data to create an intuitive customer experience: Rapidly onboarding. Why SaaS Customers Churn.
B2B Customer Service Blog - TeamSupport
SEPTEMBER 28, 2018
One of the unique ways a SaaS company operates is that they exist in a constantly changing environment. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.
ProProfs Blog
DECEMBER 27, 2018
Before we discuss how SaaS help desk software enables you to accomplish your business objectives, let us quickly learn what a help desk software tool is.
B2B Customer Service Blog - TeamSupport
OCTOBER 12, 2018
It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right? SaaS Customer loyalty customer retention
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GetFeedback
JULY 25, 2018
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. As modern consumers continue to shop anywhere and anytime, seamless omnichannel CX across various devices and touchpoints is a must for SaaS. Customer advocacy is the name of the game when it comes to improved CX and reduced churn in the SaaS environment.
Totango
APRIL 16, 2019
Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community. But in reality, all products and subscriptions have a learning curve that can block a customer from fully adopting the product.
B2B Customer Service Blog - TeamSupport
JANUARY 11, 2019
Running a SaaS (Software-as-a-Service) company is fun. This can only mean one thing: it’s time to build a SaaS customer service team. One feature that is a must-have for any customer service team in the SaaS industry is screen sharing.
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. Building SaaS Customer Loyalty Focused on Mutual Growth.
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. customer centric enterprise Marketing SaaS Marketing
CSM Magazine
MARCH 27, 2019
Customer acquisition cost, often abbreviated to CAC, is an important metric all SaaS companies need to optimize. Being in charge of, or owning, a SaaS company makes you all-too-aware of how important it is to develop a strategy to effectively reduce your CAC.
Totango
JANUARY 31, 2019
Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. In order to do that, you need to use the right SaaS customer engagement metrics. There are four key SaaS customer engagement metrics that will give you insight into how your customer is using your product. SaaS Customer Engagement Begins with the Right Metrics.
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). The same applies for B2B SaaS companies.
LiveChat
SEPTEMBER 19, 2018
Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans.
Amity
NOVEMBER 23, 2013
As the SaaS business model evolves, converting free trial customers to paying customers has become the most important activity for mnay SaaS companies. However, our approach to free trials remains stuck in the early days of the SaaS industry.
CustomerSuccessBox
OCTOBER 12, 2018
The post Why your SaaS might need an onboarding specialist? appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox. Customer Onboarding Customer Success Customer Success Manager onboarding specialist SaaS
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. SAAS CUSTOMER SUCCESS CATEGORY WINNERS .
HelpCrunch
AUGUST 3, 2018
Want to improve customer communications at your SaaS company? The post 5 not-so-obvious tips to improve customer communications for your SaaS business appeared first on HelpCrunch blog. Read these five tips based on science and our own experience.
CustomerSuccessBox
OCTOBER 23, 2018
Renewal rates are the lifeline of any SaaS company. The growth of any SaaS business not only depends on new customers but also the renewal rate. saas renewal rate customer health score Customer Success renewal rate
Amity
NOVEMBER 27, 2017
Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. All companies, not just SaaS, should leverage technology.
PeopleMetrics
JANUARY 13, 2017
When you are selling a SaaS product, you really need to think about what you’re actually selling. One of the benefits of being a SaaS product is that you can collect a lot of metrics because you have all the data, so we measure the things our clients care about.
inSided
JUNE 19, 2018
For most SaaS companies, the biggest source of revenue comes from renewals and upsells after the initial sale. Since acquiring new customers is more expensive than keeping your current ones, reducing customer churn is crucial to growth and success
Platform28
OCTOBER 26, 2016
If you work in or near technology at all, you’ve likely heard of and probably used both SaaS and PaaS. Software as a service ( SaaS ) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted.
Plantronics
JUNE 6, 2018
Contact Center Smarter Working Unified Communications Bluetooth Nectar plantronics Plantronics Manager Pro SaaS skype
Mindtouch
JULY 2, 2018
This was especially true of Driving SaaS Growth With Customer Success , a panel moderated by Shawn Bridgeman , Director of HR & Business Design at PetDesk. " We had a great talk with fellow CS experts at the @SDStartupWeek panel on how to Drive SaaS Growth w/ CS! Takeaways from the driving SaaS growth panel. This quote underpinned the conversation about driving Saas growth and customer success. In a blink, San Diego Startup Week has come and gone.
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.
Amity
AUGUST 20, 2017
Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. What you should do is identify who needs your SaaS and focus on market penetration.
AskNicely
SEPTEMBER 26, 2015
We interviewed directors of SaaS startups to get their insights. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely. Here’s part two in our series on how to perform better in the boardroom. Quotes are anonymous to enable directors to speak their mind.
Amity
AUGUST 31, 2015
Not up to the #SaaS task, eh, customer service? The subscription-based economy of software-as-a-service (SaaS) has arrived—and with it, new challenges in ensuring user adoption and retention once those licenses have been purchased. The post Not up to the SaaS task, eh, customer service?
ClientSuccess
APRIL 25, 2018
There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). eBooks: Ultimate Guide to SaaS Customer Success Metrics.
Win the Customer
NOVEMBER 11, 2016
These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base. This is another SaaS product that is aimed at customers who are in desperate need of creating and managing a knowledge base.
Amity
MARCH 7, 2014
It’s the Friday roundup of great blog posts that cover topics related to SaaS and the burgeoning Customer Success industry. According to Jason Lemkin, today the bar is even higher in this third wave of startups: Is 5x the New 2x in Saas?
AskNicely
SEPTEMBER 26, 2015
We interviewed directors of SaaS startups to get their insights. The post 7 Tips for Better SAAS Board Meetings appeared first on Net Promoter Score from AskNicely. Here’s part two in our series on how to perform better in the boardroom.
Totango
FEBRUARY 15, 2019
Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage. I hope this article helped you organize your thoughts around product usage and adoption for SaaS and cloud products.
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