Beyond Philosophy

DECEMBER 10, 2021

Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable.

Airlines 273

Airlines Metrics SaaS Accountability 273

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

SaaS 98

SaaS Gamification Best practices Feedback 98

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 137

Feedback APIs Engineering Surveys 137

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 108

Feedback Benchmark Surveys Analytics 108

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. Encourage existing customers to grow their accounts.

SaaS 94

SaaS B2B Accountability Marketing 94

AWS Machine Learning

NOVEMBER 21, 2024

As generative AI models advance in creating multimedia content, the difference between good and great output often lies in the details that only human feedback can capture. Amazon SageMaker Ground Truth enables RLHF by allowing teams to integrate detailed human feedback directly into model training.

APIs 102

APIs Feedback Telecommunications Management 102

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. These include accountability, honesty, integrity and respect for others. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Feedback loops are imperative to success. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Best practices Customer Support 83

ClientSuccess

AUGUST 18, 2020

In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same. Let’s take a closer look at the four stages of the customer SaaS journey you’ll need to keep in mind: Stage 1: Onboard.

SaaS 74

SaaS Journey mapping Metrics Consulting 74

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

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. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

AWS Machine Learning

MARCH 25, 2025

Scenario 5: Update facing insufficient capacity In scenarios where there isnt enough GPU capacity, SageMaker AI provides clear feedback about capacity constraints. For more information, check out the SageMaker AI documentation or connect with your AWS account team. Consider if you have an endpoint running on 30 ml.g6e.16xlarge

APIs 110

APIs Engineering Accountability Metrics 110

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. These might include providing product feedback or internal collaboration.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ChurnZero

JUNE 17, 2022

Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. What this is showing is a group of all of the accounts in onboarding. Bree: That is by far something that we need to put into account. There should be an open feedback loop.

Metrics 98

Metrics SaaS Surveys Self service 98

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. For example, an accounting software brand that educates small businesses on tax compliance not only helps its clientele save money but also builds trust and authority within its market.

Education 52

Education Upselling SaaS Self service 52

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Customer satisfaction and feedback surveys. Subscription renewals.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. Here’s the comparison: Control.

Marketing 109

Marketing SaaS Sales Surveys 109

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. Collect Customer Feedback from Your Community. What is B2B Customer Experience?

B2B 114

B2B Customer Experience B2C SaaS 114

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 74

Feedback Benchmark Surveys Analytics 74

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. 8: Average Revenue Per Account. #9: And by giving up, we mean closed accounts, stopped renewing services, canceled subscriptions, or did whatever it takes for them to be considered inactive. So, buckle up. 2: Monthly Recurring Revenue Rate. #3:

Metrics 142

Metrics Customer retention SaaS Surveys 142

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

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Step 2: Map the Top 10 Reasons with Accounts.

SaaS 88

SaaS Customer retention Accountability Feedback 88

Nicereply

OCTOBER 16, 2024

For example, if you’re a SaaS company, you wouldn’t be able to offer a freebie product with each purchase. Respond to comments, messages, and mentions on your social media accounts. Regularly gather feedback through surveys, reviews, or direct interactions. Gather their feedback. An example? P.S. Need help along the way?

Education 52

Education Entertainment Feedback Chatbots 52

TeleDirect

FEBRUARY 3, 2025

Social media engagement to address public complaints and feedback. Assisting with fraud detection and account management. Technology and SaaS Delivering 24/7 technical support for software and hardware products. Customer Reviews and Testimonials: Check feedback from current clients to assess service quality.

outsourcing 62

outsourcing Call Center Healthcare CRM 62

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. For example, you can use automated monitoring of client accounts to track user adoption rates.

Customer retention 106

Customer retention Upselling CRM SaaS 106

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

delighted

MAY 20, 2024

Any business with a digital experience, whether SaaS, ecommerce or other, can now scale completely bespoke feedback and research programs in their native environments. Choose the survey experience Display surveys as pop-up widgets and always on feedback tabs. Gone are the days of invasive, clunky, long-form website surveys.

Surveys 92

Surveys SaaS Feedback Engineering 92

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. However, launching a SaaS company can be risky. for SaaS companies, compared to over 10% for paid advertising clicks. Growing a SaaS company?

SaaS 52

SaaS Metrics Advertising Upselling 52

ChurnZero

DECEMBER 14, 2022

The entries we received were outstanding, exemplifying the power of CS as a revenue-driving growth engine for SaaS and subscription businesses, and the potential of Customer Success software to fuel standout results. Boosting account renewals and expansions using data and automation.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Implement a Customer Feedback Loop. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy.

Customer retention 52

Customer retention SaaS Education Feedback 52

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. Adoption : How many licensed accounts sold are actually being used?

Best practices 124

Best practices Upselling Journey mapping Metrics 124

Satrix Solutions

NOVEMBER 12, 2020

Are you also considering customer feedback when determining customer health scores? In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions , and Steve Bernstein, CEO and Founder of Waypoint , discuss the importance of including voice of the customer feedback when measuring customer health.

SaaS 88

SaaS Feedback Best practices Accountability 88