SmartKarrot

APRIL 13, 2020

SaaS companies have transformed the way global businesses work. Ever since its inception in the 1960s, SaaS has evolved from a mere time-sharing system to innovative and efficient applications that can be accessed on multiple computers. In this blog we’ll talk about SaaS business and top 50 SaaS companies in 2020.

SaaS 19

SaaS Engineering APIs Analytics 19

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Kayako

FEBRUARY 16, 2017

Customers expect easy and intuitive self-service: An earlier Forrester consumer survey about channel usage for customer service, reported that use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. 68% of SaaS/Tech companies have a well-placed search bar.

SaaS 92

SaaS Self service Best practices Customer Support 92

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Usage data, survey data, and online community discussions can be used to identify customers with additional business needs or interests in additional services.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” A simple survey can clarify why customers ignore certain features and reveal opportunities for improvements. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. The resulting onboarding rating from these surveys reflects the customer relationship and management skills for each member of the customer success team.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

AskNicely

JULY 26, 2015

Genuine – As much as we’d like to believe your SaaS brand “changed my life”, a comment written by your PR guy smells bad from a mile away. An NPS survey can can achieve response rates over 50% which you can can triage to identify your biggest fans. Add an photo for extra credibility. GET APPROVAL TO PUBLISH.

Surveys 60

Surveys Feedback SaaS Personalization 60

CSM Practice

FEBRUARY 24, 2020

The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. Net Promoter Score is a widely used metric that quantifies customer satisfaction and loyalty using simple surveys. 5. Net Promoter Score (NPS).

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. Net Promoter Score is a widely used metric that quantifies customer satisfaction and loyalty using simple surveys. 5. Net Promoter Score (NPS).

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” A simple survey can clarify why customers ignore certain features and reveal opportunities for improvements. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 52

Metrics Education Best practices Upselling 52

CSM Practice

FEBRUARY 24, 2020

Due to the wide variation in SaaS solutions nowadays, each business has to determine which user actions counts as valid “activities.” A simple survey can clarify why customers ignore certain features and reveal opportunities for improvements. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 52

Metrics Education Best practices Upselling 52

Eptica

JANUARY 23, 2019

82% of this group are on email, up from 69% in 2014. Why you can no longer ignore SaaS for your CX applications. Email is used by all, especially the young According to Forrester more consumers aged 12-17 use email than Facebook or Snapchat. Why chat is key to successful customer experience for every brand.

SaaS 62

SaaS Analytics Surveys Marketing 62

CustomerSuccessBox

SEPTEMBER 3, 2021

Most SaaS business communication still relies majorly on email. A report found that “between 2014 and 2018, the average office worker received around 90 emails per day and sent around 40.” Net Promoter Score and customer satisfaction surveys can be used to satisfaction level but they are not leading indicators.

SaaS 52

SaaS Personalization Surveys Marketing 52

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. This inquiry can be carried out by a survey for smaller clients. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. It also includes risk-reason tracking, renewal forecasts, survey analysis, and many automations built around the scorecard.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

delighted

JANUARY 7, 2020

For SaaS companies, in particular, they can expect to increase revenue by $1 billion. According to Qualtrics XM Institute , while 73% of large companies regularly survey their employees, only 45% of executives seriously consider the feedback they provide. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

aircall

MARCH 19, 2021

It produces a customer database that is accessible by other SaaS software and systems that your company uses. 52% of surveyed sales leaders around the world say that they are losing revenue because of the shortcomings of their CRM system, such as its inaccessibility to all parts of the organization and inability to predict churn.

Sales 62

Sales CRM Marketing Best practices 62

Amity

MARCH 24, 2016

Vend hired a Chief Customer Officer in May 2014 and I think that having that voice at the executive table changed everything. Some SaaS stuff as well but the innovation in Customer Success is what’s really interesting. What does the Customer Success Culture look like at Vend? NPS is very important to us as well.

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

FEBRUARY 6, 2018

Deployment : Cloud, SaaS, Web. Deployment : Cloud, SaaS, Web. Deployment : Cloud, SaaS, Web. Deployment : Cloud-based, SaaS, Web. From Salesforce to Survey Monkey, Hubspot makes it easy for companies to connect to their favorite software solutions. Deployment : Cloud, SaaS, Web. Specs : Industry : Any.

CRM 42

CRM Enterprise SaaS Marketing 42