ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. That’s why I’m excited to share this article by Charles Ryan Minton, one of the top managers in the Marriott/Bonvoy organization.

Customer Service 177

Customer Service Customer retention SaaS Best practices 177

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Gary is also s killed in Management, Software as a Service (SaaS), Business Development, Marketing Strategy, and Sales Process. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Interactive Voice Response 367

Interactive Voice Response Customer centricity Consulting Consulting 367

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article sheds some light on the topic with a few reasons it can happen, along with some strategies and tactics on how to avoid them.

Customer Service 136

Customer Service SaaS Benchmark Technology 136

Help Scout

JANUARY 27, 2022

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

SaaS 124

SaaS Customer retention 124

Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. How SaaS Enterprises Can Streamline New User Onboarding. Proactively Optimizing SaaS Onboarding.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. Limiting storage space. Limiting customer support.

SaaS 118

SaaS Best practices Sales Marketing 118

ShepHyken

JULY 7, 2023

This week, we feature an article by Manpreet Singh Chawla. Manpreet Singh Chawla is a writer who specializes in topics such as customer service and experience, SaaS, knowledge management, and business strategy. For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.

outsourcing 296

outsourcing SaaS Marketing Sales 296

Help Scout

OCTOBER 26, 2021

SaaS customer support has a deeper impact on your business's key metrics than you might think. Read the full article Here's why it’s important and how to do it well.

SaaS 116

SaaS Customer Support Metrics 116

ShepHyken

OCTOBER 28, 2016

He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: Customer Experience by Walking Around. in integrated communications and journalism.

SaaS 333

SaaS Customer Service Contact Center Customer Experience 333

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. Then read this article.

Customer Service 136

Customer Service B2C B2B SaaS 136

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey? What Are the Stages in a SaaS Customer Journey?

SaaS 117

SaaS Journey mapping Upselling Best practices 117

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

B2B 114

B2B SaaS B2C Upselling 114

ShepHyken

FEBRUARY 26, 2021

This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. They can be referred through an article, review, newsletter or on social media. Jyothi Tulasi is tech-savvy and proficient in technical SEO optimization for various SaaS products. Exploration. She has profound expertise in outreach.

Marketing 315

Marketing Journey mapping Advertising Upselling 315

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. Deb Mukherjee is a SaaS marketer with 5+ years of working with companies across the globe. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. The global eCommerce market size was valued at 9.09

Customer Experience 248

Customer Experience SaaS Sales Marketing 248

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. Customer Lifetime Value SaaS Equation. Maximizing Customer Lifetime Value in SaaS.

SaaS 110

SaaS Enterprise Metrics Upselling 110

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. What Is SaaS Customer Engagement?

SaaS 103

SaaS Upselling Metrics Journey mapping 103

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Gaetano is the Director of Demand Generation at Nextiva with a proven track record of success working with B2B SaaS brands like Sales Hacker, Outreach.io, and Pipedrive.

Surveys 280

Surveys Customer Service B2B SaaS 280

ChurnZero

JULY 29, 2022

This article was originally published on Forbes.com. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. Forward-thinking SaaS companies are: Segmenting their customer base to deliver prescriptive and apt guidance.

SaaS 98

SaaS Customer centricity Upselling B2B 98

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. Rohit Prasanna brings about 14 years of digital marketing experience and has been an advisor to software start-ups in the mobile and SaaS areas.

Customer Service 265

Customer Service B2B Customer centricity SaaS 265

Help Scout

SEPTEMBER 21, 2023

The constant changes ins SaaS software can create extra work for support teams, and can require an almost sales-like approach. Read the full article Here's how to succeed through periods of change.

SaaS 85

SaaS Sales 85

ShepHyken

NOVEMBER 13, 2020

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. As we have stated at the start of this article, effective feedback is the feedback that matters and in most cases, a simple score is not considered effective. Read Shep’s latest Forbes article: How To Eradicate Mediocrity. Yes and no.

Feedback 258

Feedback Customer Experience Surveys Construction 258

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. 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.

Self service 213

Self service B2B SaaS Enterprise 213

Totango

DECEMBER 29, 2021

A customer-centric product roadmap meets the needs of today’s digital-driven SaaS market. Today’s SaaS customer makes purchasing decisions based on their digital experience of your brand. In the process, we’ll show you how technology can help you design a product roadmap geared toward your customers’ needs.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

ChurnZero

JULY 8, 2022

This article was originally published on Forbes.com. “Oh, Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. NRR matters to SaaS executives and investors. Oh, by the way, what’s your customer retention?”

SaaS 98

SaaS Metrics Customer retention Upselling 98

Nicereply

NOVEMBER 21, 2022

Considering that the SaaS industry is a competitive one, customer retention is crucial. That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions. Why is Customer Retention Critical for SaaS? What is Customer Retention? How to Calculate CRR?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

ShepHyken

JANUARY 27, 2017

With BI, AI, and cloud-based SaaS apps, CRM software is adapting to your business, not the other way around. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: A Worker’s Right To Disconnect From Work.

Technology 247

Technology Customer Service Management CRM 247

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 88

B2B SaaS Education Brand ambassadors 88

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. 5 Tips to Maximize the Customer Onboarding Experience. Choose the Right Customer Success Platform.

SaaS 88

SaaS Upselling Enterprise Best practices 88

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Check out our article, 10 WTF (What’s the Future?) What’s Next For Customer Success?

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Help Scout

AUGUST 22, 2023

Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics. Read the full article

SaaS 75

SaaS Metrics 75

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. Just not by the CSM.”.

Upselling 98

Upselling SaaS Sales Accountability 98

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She has 10+ years of B2B & B2C marketing experience in various sectors such as SaaS, e-commerce, education, and consumer goods.

Customer Service 212

Customer Service B2C B2B SaaS 212

ShepHyken

JUNE 10, 2016

Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: How To Get Hundreds Of Positive Online Reviews. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 78

SaaS Best practices Upselling Journey mapping 78

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? SaaS Customer Success Tool.

SaaS 71

SaaS CRM Advertising Analytics 71

CCNG

AUGUST 21, 2024

SaaS application business Workday is lowering revenue forecasts for the year after saying it is feeling the squeeze of larger customers taking longer to sign off on deals amid a wavering economy. That means frustration for software sales, uncertainty for marketing budgets, and tangentially related industries being impacted.

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195