Mindtouch

MARCH 14, 2017

See 2018 Winners. The post Top Two Secrets to Customer Success in SaaS appeared first on MindTouch Blog. Are you up to date with the leaders in the customer success community? Know who’s who in the community of Success thought leadership to set the bar high within your organization? Top 25 Customer Success leaders.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

ChurnZero

SEPTEMBER 14, 2018

Check out our top ten Customer Success takeaways from INBOUND 2018. Jonathan Hsu (@jhsu98) September 5, 2018. Sarah Goodall (@SarahGoodall) September 5, 2018. Thomas Buddendick (@T_Buddendick) September 5, 2018. Jessika Phillips #RelationshipMarketing (@jessikaphillips) September 5, 2018. 5x as likely to forgive.

Education 66

Education Customer retention B2B SaaS 66

Mindtouch

NOVEMBER 20, 2018

A successful OpenTalk 2018 indeed! A similar boom is happening in Customer Success Management, an industry born out of the rise of B2B Software as a Service (SaaS). The post Blended Experiences Lower Effort: 5 Action Items from OpenTalk 2018 appeared first on MindTouch Blog. Both of these functions are highly cross-functional.

Self service 80

Self service B2B SaaS Customer centricity 80

Fonolo

JUNE 7, 2018

We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. They followed up in April with an acquisition of Mattersight which provides SaaS-based enterprise behavioral analytics software. We’ve seen transactions for every size and covering a wide range of technology.

Call Center 79

Call Center Analytics APIs SaaS 79

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. Winning SaaS platforms included ChurnZero, Ceridian, Drift, Hubspot, New Relic, Slack, and Zapier.

SaaS 40

SaaS Surveys Marketing Feedback 40

Taylor Reach Group

NOVEMBER 17, 2017

With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 1) Omnichannel I think that 2018 will be the year the Omnichannel becomes a reality for many customer support centers.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

CSM Magazine

FEBRUARY 12, 2025

Meet accessiBe: Accessibility Made Simple Founded in 2018, accessiBe is a SaaS pioneer with a clear mission: to accompany companies of all sizes who want to prioritize web accessibility. Their flagship tool, accessWidget , leverages artificial intelligence to break down digital barriers.

SaaS 52

SaaS Best practices Technology 52

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.

SaaS 60

SaaS Feedback Surveys B2C 60

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. Self-Service for Timeless Customer Support .

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

Nicereply

MARCH 23, 2021

Shep Hyken (@Hyken) February 1, 2018. — Jeanne Bliss (@JeanneBliss) January 28, 2018. Jeff Toister (@toister) January 29, 2018. He frequently writes on his personal blog about SaaS customer success. — Lincoln Murphy (@lincolnmurphy) January 8, 2018. You can follow his writing on the HelpScout Blog.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ChurnZero

NOVEMBER 16, 2018

Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. CustomerSuccessMatt (@MattMyszkowski) November 8, 2018. Chris Weddick (@chrisweddick) November 8, 2018. Gainsight (@GainsightHQ) November 8, 2018.

SaaS 49

SaaS Customer retention Enterprise Customer Support 49

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

LiveChat

JANUARY 3, 2019

So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. Customer success management in SaaS – LiveChat team strategy. Maybe this post was written to advise SaaS customers in particular, but in my opinion every business owner should read it. And our average bounce rate of 30%?

Chatbots 59

Chatbots B2B SaaS B2C 59

Aspect

OCTOBER 3, 2018

As we head into the last quarter of 2018 and start to look at 2019 priorities, cloud-based customer engagement platforms must be a serious consideration for any customer service department looking to provide better experiences and keep pace with mobile, tech-savvy, self-sufficient consumers.

APIs 107

APIs Self service SaaS Enterprise 107

NICE inContact

DECEMBER 19, 2017

I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. The ROI of SaaS – Forrester Research. The post Planning for 2018? Happy reading! New Omnichannel Customer Experience Research – How Well Are You Doing?

SaaS 48

SaaS Contact Center Call Center Customer Experience 48

CSM Magazine

MARCH 3, 2022

SaaS tools have become extremely popular in the project management industry, transforming the way it operates. Here you will discover five leading SaaS tools for your office. Software as a Service (SaaS) has become the new normal of the 2020s. Well, 48% of companies have a one-year contract with a SaaS application on average.

SaaS 52

SaaS Management Transportation Analytics 52

Totango

NOVEMBER 22, 2017

Customer Success Summit 2018 will not only cover the basics – best practices for onboarding, creating a robust customer health model, and implementing the right playbooks – but also delve into advanced learning and new technologies to enable a more effective and mature customer centric organization.

SaaS 48

SaaS Customer centricity Best practices Enterprise 48

Peter Lavers

JULY 10, 2018

The story of the 2018 Wimbledon poster sums this up nicely – cutting edge tech producing something that looks like a watercolour painting from a distance; a medium that draws you in to look closer; something that works as an old school physical poster as well as on a tablet screen. Story of the 2018 Wimbledon poster [link].

Big data 20

Big data SaaS Marketing Customer Experience 20

Totango

JUNE 6, 2018

TSW’s 2018 theme was Blending Service and Sales Motions. According to Thomas Lah, Executive Director TSIA, traditional software companies now have 22% of revenue coming from SaaS businesses. According to Thomas Lah, Executive Director TSIA, traditional software companies now have 22% of revenue coming from SaaS businesses.

SaaS 48

SaaS Best practices Sales Technology 48

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. “More than ever businesses have to listen to their customers”. They have committed to invest 6 million euros. About the new investors.

SaaS 98

SaaS B2B Feedback Enterprise 98

JustCall

JANUARY 22, 2020

We are excited to announce that JustCall is listed as the 14th fastest growing SaaS company in the $1M-$10M bracket and 31st overall. How JustCall differs from other SaaS companies and made it to the Latka’s list. About 2019 Latka 100: List of Fastest Growing SaaS Companies. in December 2018. Hitting $2.4

SaaS 40

SaaS Engineering Sales Feedback 40

ProProfs Blog

OCTOBER 25, 2021

GetResponse analyzed a whopping 4 Billion emails sent between July 2018 and December 2018 across the globe and various industries. Convertful carried out a similar study in 2019 , which showed that the best time for emails in the professional services industry, e-commerce, and Saas is 10 a.m, On the Basis of Research.

Surveys 148

Surveys Feedback SaaS Accountability 148

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

TechSee

JANUARY 25, 2023

Rick has more than 15 years experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies. She joined IFS in 2018 to create Future of Field Service , previously spending more than a decade as the publisher and Editor-in-Chief of Field Technologies Online.

Automotive 41

Automotive Management Enterprise B2B 41

Answer Dash

MAY 7, 2018

Current Businesses: Strengths and Struggles A Shift to Cloud and SaaS Solutions “Fifty-six percent of CIOs in Gartner's CIO survey indicate they are adopting cloud as either an option or as part of a "cloud first" approach, while 71% look to SaaS either first or as an option,” ( Gartner ). .

Customer Experience 54

Customer Experience B2C B2B SaaS 54

Satrix Solutions

JULY 21, 2021

SaaS onboarding makes or breaks your customer retention. Given the evolution of the SaaS economy, Customer Success has become a top priority for leadership and board members alike. In challenging times, it feels more important than ever that Customer Success and Product are not just aligned but allied.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. 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% DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

ChurnZero

JANUARY 4, 2019

The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. If we’re not at peak SaaS, we’re probably close to it. Nearly every highly valued public SaaS company has net retention of 110 percent, 120 percent or more.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClientSuccess

MARCH 20, 2018

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. 2018 Top Customer Success Strategist Quotes.

Coaching 40

Coaching SaaS Best practices Engineering 40

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 We also noticed that LinkedIn listed Customer Success Manager as the third most promising job for 2018. Bonus Tip: What are customer journeys in SaaS? #9 2 CSMs will become even more data-driven. Plans and actions based on data can help solve problems quicker.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

AWS Machine Learning

OCTOBER 5, 2023

At Uber, he focused on optimizing the public transit network with on-demand SaaS products and shared rides. From 2015–2018, he worked as a program director at the US NSF in charge of its big data program. Before AWS, he worked as a scientist in Uber and Walmart Labs with a major focus on mixed integer optimization.

Scripts 128

Scripts Big data Engineering SaaS 128

Nicereply

MARCH 7, 2019

Sarah Hatter (@sh) August 19, 2018. Emily Triplett Lentz (@emilytlentz) October 23, 2018. Formerly the Director of Customer Support at Kayako, now the founder of Supported Content , it feels as though Sarah and her team keep many SaaS companies’ content afloat! Sarah (@sarahleeyoga) December 27, 2018. Sarah Betts.

Engineering 94

Engineering SaaS Customer Support Personalization 94

ChurnZero

AUGUST 24, 2018

SaaS metrics the CFO and CS leader both need to know. • Q: What advice or resources would you recommend for a business transitioning from a perpetual product to a SaaS model? It is the move by the way from perpetual products and licenses to the SaaS model that has created Customer Success to begin with. Follow @churnzero.

Finance 61

Finance SaaS Education Surveys 61

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

Eptica

NOVEMBER 14, 2018

Date: Wednesday, November 14, 2018 Author: Pauline Ashenden - Marketing Manager The importance of customer success to CX transformation. Published on: November 14, 2018. One good example is around GDPR, something that was high on the priority list of all of our clients in 2018. Share this page on: Tweet.

Best practices 62

Best practices SaaS Feedback Marketing 62

CustomerSuccessBox

DECEMBER 20, 2018

SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018. So how do you decide whether SaaS customer success is right for you or not? Can you own a room?

SaaS 66

SaaS Analytics Management Sales 66

Stratifyd

OCTOBER 16, 2018

16, 2018, CHARLOTTE, N.C. Georgian Partners is a thesis-driven growth equity firm investing in SaaS-based business software companies exploiting applied artificial intelligence, trust and conversational AI. The round was led by Georgian Partners, with participation from previous investors. About Georgian Partners.

Customer retention 67

Customer retention Analytics SaaS CRM 67