Mindtouch

OCTOBER 12, 2017

The customer site is CAKE software for restaurant management and point of sale , a software-as-a-service (SaaS) product owned by the massive food service conglomerate Sysco. She understood that quickly onboarding new clients with a self-service experience increases renewals and decreases support costs.

Self service 48

Self service SaaS Analytics Sales 48

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. For the cloud-scale applications, Datadog monitors the servers, tools, databases, and services, with a data analytics platform that is SaaS-based.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

Cincom

MAY 3, 2021

Building upon Cincom’s 25-plus years of CPQ experience, CPQSync by Cincom is a SaaS solution that delivers an unprecedented way for companies to take the frustration out of buying and selling complex products and services.

Self service 52

Self service B2B Finance SaaS 52

ShepHyken

SEPTEMBER 1, 2017

Self-service support is becoming more and more widely accepted. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. When I Say Instant, I Mean Instant.

Self service 209

Self service B2B SaaS Enterprise 209

JustCall

NOVEMBER 24, 2022

B2B sales strategy has come a long way from the time of networking at trade events or rattling off pitches while cold calling. Naturally, this figure would have increased by quite a lot as the internet becomes more ubiquitous and self-servicing continues to gain momentum. What Has Changed With B2B Digital Sales?

B2B 52

B2B Sales B2C SaaS 52

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.

Education 52

Education SaaS Real estate Self service 52

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. Each account rep that is doing sales is also doing renewal management and things like that.

SaaS 72

SaaS Metrics Surveys Customer retention 72

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. Use the right support metrics to lift your company’s SaaS model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

ChurnZero

JULY 21, 2020

IntelAgree is a growing AI-powered contract management SaaS company that enables legal teams to do impactful work, not busy work. As relatively new functions, IntelAgree’s Customer Success and Professional Services/Implementation teams found themselves: Losing customer momentum during implementation. Who are they?

SaaS 52

SaaS Self service Best practices Feedback 52

Solvvy

JUNE 22, 2022

Gives customers a self-service option. Some people simply prefer self-service. They’d rather avoid a phone call or an email chain and simply access information on their own, without help from a customer service specialist. Sales Experience. Solutions like Solvvy meet this demand. Customer feedback.

Chatbots 119

Chatbots Banking Self service Finance 119

SmartKarrot

AUGUST 11, 2021

The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. You need to put in countless hours of research and development, relentless marketing campaigns, and tireless sales effort to earn a paying customer. And nearly 60% switch companies based on poor customer service.

SaaS 19

SaaS Consulting Consulting Sales 19

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. by 2024 1 , a shift to holistic end-to-end solutions paves a path towards widespread adoption as enterprises seek to expand AI-enabled self-service capabilities over voice, chat, and SMS.

Virtual Agent 56

Virtual Agent Self service Enterprise SaaS 56

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Yet what happens after the initial sale isn’t always top of mind for most businesses. Give customers the confidence to use self-service resources Teach customers to fish , writes our very own Bri Adams , manager of Customer Success.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). Yet what happens after the initial sale isn’t always top of mind for most businesses. Give customers the confidence to use self-service resources Teach customers to fish , writes our very own Bri Adams , manager of Customer Success.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Amity

DECEMBER 9, 2016

Pay attention in pre-sales calls. Whether your team then passes them on to a sales representative or answers the questions themselves, pay attention to the top queries that come in. This is the recording for our segment on Sales Funnels: Using this approach, you’ll find it hard to run out of content ideas!

Marketing 109

Marketing SaaS Sales Surveys 109

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment. Thanks to its expansive nature, CX strategies are constantly in flux.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

TeamSupport

JUNE 15, 2020

There was no visibility into how the members of the support department—much less Sales or Product development—were contributing to solving customer issues at a macro level. We wrote a support application that allowed for sharing data and collaboration between Support, Engineering, Product, and Sales. That’s the beauty of it!

B2B 64

B2B Self service B2C Customer Support 64

DMG Consulting

MARCH 8, 2019

The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% billion market. ($125/seat/month

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. By collecting accurate data and comprehensive information about your customers, you can improve retention, uncover additional sales opportunities, and boost your customer health scores.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Describing where to access self-service and customer support tools. Completing profiles.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Babelforce

APRIL 7, 2022

These will usually include things like CRM, ACD and Helpdesks, as well as multi-purpose SaaS tools with generic functionality. handle more than just calls integrate easily with surrounding tools enable self-service as standard make outbound easy be context-aware. It should enable self-service as standard.

call center solutions 52

call center solutions Call Center Self service call center software 52

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Vidyard provides a platform designed to help sales teams record and send videos as well as analyze user video engagement patterns. The best way to gain this information is through customer engagement.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

ShepHyken

JANUARY 27, 2017

Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. While investing in CRM seems like a no-brainer, the customer service modules are becoming more advanced. With BI, AI, and cloud-based SaaS apps, CRM software is adapting to your business, not the other way around.

Technology 229

Technology Customer Service Management CRM 229

Totango

AUGUST 9, 2022

This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. Ideal profile fit: such as using a scoring system to rate marketing and sales prospects based on an inclination to buy.

Best practices 99

Best practices B2B Journey mapping Upselling 99

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. Let’s look specifically at how SaaS software can help sync your sales and support teams so they work together in perfect harmony.

SaaS 62

SaaS Sales Coaching APIs 62

JustCall

APRIL 5, 2023

This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing This team: Promotes products Builds customer relationships Communicates customer needs to the sales and marketing teams 5.Developing Top 5 Customer Success Tools Every Business Must Use 1. out of 5.

Management 52

Management CRM Analytics Customer retention 52

Solvvy

JUNE 17, 2021

Premium Service for Premium Customers. Automation and personalization also serve an important role in retention, sales enablement, and upsell opportunities. Tiered support packages have become a revenue-generating and commonplace practice for many SaaS and B2B companies. By engaging Solvvy, Lose It!

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Education Services Group

JUNE 20, 2023

When SaaS (and, by extension, XaaS) came along, businesses had to start thinking differently about how they were acquiring and serving their customer bases. You want to introduce self-service resources and proactively engage to encourage usage. These touchpoints mark the beginning phase of Service.

Journey mapping 52

Journey mapping Government SaaS Self service 52

CSM Magazine

FEBRUARY 22, 2022

It is a help desk software for post-sales support and allows your customers to submit their complaints and feedback, which you and your team can address at any time. You can create an interactive help centre knowledge base by uploading articles and tutorials for self-service. Datto SaaS Protection.

Customer Experience 52

Customer Experience CRM Big data SaaS 52

ChurnZero

AUGUST 14, 2020

Its workstreams rely upon inputs such as sale’s manual data entry and gut instincts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). Sales or Sales Operations.

CRM 87

CRM Finance Upselling Accountability 87

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. Customer demands are changing and customer service technology is improving. Interactive onboarding guides are now the norm when you sign up for a new SaaS product. And now knowledge bases as we’ve always known them are dead.

SaaS 52

SaaS Chatbots Scripts Self service 52

CustomerSuccessBox

FEBRUARY 7, 2022

And it calls for customer success software which is a higher version of customer relationship management software – CRM, that is curated to gauge specific goals of driving success, and especially to cater to SaaS businesses. But it limits itself to pre-sales activity and lacks a 360-degree view of the customer information.

Management 52

Management Customer advocacy CRM Upselling 52

JustCall

NOVEMBER 23, 2022

During low-demand periods, agents can be tasked with other things like sales activities and follow-up calls. Managers are generally responsible for generating and analyzing these reports for the benefit of other departments, like sales, marketing, finance, and IT. Agent Retention. Being a customer care agent is already a tough task.

Call Center 52

Call Center Management B2C Chatbots 52

SmartKarrot

SEPTEMBER 24, 2020

To understand the SaaS business growth, let’s take a quick look at the SaaS history through this analogy. But with the advancement of SaaS, the growth model has changed drastically. So, for the SaaS business growth, the builder’s goal is to a) rent-out as many apartments as possible. It is easy to get lost in all of them.

SaaS 10

SaaS Customer retention Construction Accountability 10

JivoChat

JULY 20, 2021

More importantly, we’ll teach you how to retain customers with 16 powerful customer retention strategies, which are effective whether you own a SaaS company, e-commerce store, or freelance business. When you have enough customers and generate sales, you can start implementing strategies to help you grow sales.

Customer retention 52

Customer retention Gamification Education Self service 52

ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Whether Customer Success or Sales Teams own the renewal process , it’s important to plan ahead for a jam-packed Q4. Customer retention and renewal are now crucial pieces of business growth.

Customer retention 95

Customer retention Best practices B2B SaaS 95