Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Then, we’ll consider how B2B customer service differs from customer success in a B2B context.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

ChurnZero

DECEMBER 14, 2022

B2B SaaS businesses haven’t invested heavily enough in tools and technologies to help them better understand their customers. To a large extent, this is due to a reliance on outdated survey-based systems that, for decades, have formed the foundation of customer intelligence. How SaaS businesses use customer intelligence.

Surveys 98

Surveys Customer advocacy SaaS B2B 98

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Takeaway 1: Equity is hard to get right now, and very few people are doing it.

SaaS 52

SaaS Benchmark B2B Surveys 52

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 98

Benchmark SaaS Metrics B2B 98

Satrix Solutions

JUNE 10, 2021

With B2B companies, loyal customers are especially valuable. Reasons B2B Referral Programs Fail. However, to capitalize on the benefits of a referral program it’s important to recognize that generating high-quality B2B referrals requires a lot of effort. How Do You Ask for a B2B Referral?

B2B 78

B2B Surveys SaaS Best practices 78

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.

SaaS 98

SaaS Gamification Best practices Feedback 98

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

TeamSupport

JULY 27, 2020

Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of 2020, according to a recent industry survey of CXOs. Not all businesses are freezing spending.

B2B 90

B2B Finance Metrics SaaS 90

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 98

Surveys Feedback B2B SaaS 98

ProProfs Blog

FEBRUARY 21, 2019

Conducting widespread research is no longer a time-consuming activity, companies have started adopting survey software to help conduct this research. We asked various customer experience experts how survey results have helped shape their marketing campaigns. Bruce Harpham B2B SaaS Content Marketing Consultant. The result?

Surveys 95

Surveys Marketing B2B SaaS 95

TechSee

FEBRUARY 5, 2019

SaaS suppliers must therefore evolve their customer-facing solutions, demonstrate greater value and delivering bigger wins for less. Incentivized surveys and refer-a-friend programs, of the type that delivered stunning exponential user growth for Dropbox will give rise to more refined models drawn from the world of B2B sales.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ShepHyken

NOVEMBER 25, 2022

Businesses can collect this information through surveys, interviews, focus groups, and customer data.? . She has 10+ years of B2B & B2C marketing experience in various sectors such as SaaS, e-commerce, education, and consumer goods. The Importance of Creating an Emotional Connection.

Customer Service 209

Customer Service B2C B2B SaaS 209

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. Watch the video or read the transcript below: Survey Distribution Methods. Send Your Survey Via Email. Send Your Survey Through Text.

Surveys 78

Surveys SaaS Feedback B2B 78

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. This article was originally published by Gainsight.

B2B 78

B2B Feedback Consulting Consulting 78

Satrix Solutions

SEPTEMBER 15, 2020

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. In the context of a B2B customer survey, we’re referring to feedback gathered in response to open-ended questions (i.e. Why did you score us the way you did?”).

Surveys 78

Surveys B2B Feedback SaaS 78

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

Surveys 78

Surveys B2B Advertising Feedback 78

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

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. And we know from experience: having the right survey tool is just one partbut a critical part of your survey success. If you’re ready to discuss the best survey software for your company, skip this article and click here to contact our team.

Surveys 48

Surveys Enterprise B2B Analytics 48

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

delighted

MAY 10, 2019

Once you’ve designed and distributed your customer survey, the next step can be the most exciting part of the process: watching the responses roll in. Unfortunately, the reality is that you may not get as many responses from your first survey project as you would like. So how do you increase survey response rates? Thoughtfully.

Best practices 66

Best practices Surveys B2B Feedback 66

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

ChurnZero

JUNE 23, 2023

Not too long ago, SaaS companies were focused on growth at all costs. Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. Source: SaaS Capital’s 2023 SaaS Retention Benchmarks for Private B2B Companies This benchmark varied by ACV.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

TeamSupport

APRIL 15, 2021

Surveys show that 86 percent of customers are willing to pay more for a better customer experience. Usually, whenever a customer encounters a problem, a salesperson or call center representative provides them with discounts, coupons, or store credits, or in the case of B2B SaaS models, free seats or a complimentary month.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

Satrix Solutions

JANUARY 24, 2022

Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform. Satrix Solutions conducted an industry survey on the Net Promoter System within the B2B community to determine the use, impact, and preferences within B2B organizations.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

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. The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied.

SaaS 98

SaaS B2B Feedback Enterprise 98

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

CSM Magazine

APRIL 13, 2021

If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers. In this article, we’re offering a list of all the components you need in order to scale your SaaS startup. Create Valuable Content.

SaaS 52

SaaS B2B Self service Analytics 52

ChurnZero

MAY 11, 2021

As opposed to the SaaS, which stands for software as a service. . The 2020 TSIA #XaaS Product and Analytics Survey shows, companies that had fully or semi-automated onboarding realized a 19.4 5 SaaS Leaders Share Their Biggest Lessons Learned About Churn – Find out what are the important lessons to learn from customer churn. .

SaaS 98

SaaS Benchmark B2B Analytics 98

Nicereply

JUNE 17, 2021

As a B2B SaaS company that works with organizations to provide employee programming, recognition incentives, and rewards, our Customer Success team fields a range of inquiries. For an evolving SaaS company, the customer’s feedback helps us see how our product, service, or even messaging is interpreted by our audience.

Feedback 105

Feedback SaaS B2B Education 105

ProProfs Blog

OCTOBER 30, 2021

As for B2B audience, demographics segmentation examples include industry, company size, and job function. A B2B example can be a SaaS brand that offers a marketing platform for small businesses. A B2B example for this can be a customer who downloaded your free marketing guide. Read more : How to create a survey.

Marketing 142

Marketing B2B Advertising B2C 142

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 52

Benchmark SaaS Metrics B2B 52

AWS Machine Learning

MARCH 4, 2024

Alida’s customers receive tens of thousands of engaged responses for a single survey, therefore the Alida team opted to leverage machine learning (ML) to serve their customers at scale. Open-ended survey questions allow responders to provide context and unanticipated feedback.

Feedback 137

Feedback APIs Engineering Surveys 137

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar.

SaaS 98

SaaS Benchmark Metrics Consulting 98

ChurnZero

JULY 9, 2020

Just look at B2B bemouths like Salesforce, Moz, and HubSpot. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

JustCall

NOVEMBER 27, 2022

Predictions and Challenges in lead Scoring for SaaS Enterprises. In 2022, the SaaS space’s annual growth rate is expected to surpass 17%. Surveys show that SaaS is viewed as the most important technology to help achieve business goals. Clearly, the future looks bright for SaaS companies. What is SaaS Lead Scoring?

SaaS 52

SaaS Enterprise Sales Best practices 52