Merchants

OCTOBER 15, 2020

South African Airways (SAA) is the country’s national airline carrier and services most major domestic and international routes. Like many airlines the world over, SAA operates under immense cost and operational pressures in the face of challenging economic conditions in a highly competitive industry.

Airlines 52

Airlines Business Process Outsourcing Customer Experience SaaS 52

Help Scout

MAY 20, 2021

Lincoln Murphy sums up the value that existing customers offer to growing SaaS companies: “The majority of the revenue from your relationship with a customer happens post-sale. Case studies. The emphasis is on both keeping the customer longer and also expanding the relationship.” Product communications, updates, and highlights.

SaaS 80

SaaS Marketing Sales 80

ShepHyken

JULY 28, 2023

Or want to know about other businesses using a particular SaaS product they’re considering. Social proof in marketing is about providing reassurance—evidence and information demonstrating other people (or businesses) successfully using your brand. And if it works for them… Draw attention to any awards the brand has achieved.

voip 156

voip Marketing SaaS Personalization 156

ShepHyken

JUNE 10, 2016

But as we turned to myriad of resources and whitepapers for answers, we eventually found out that some of best customer service practices we’ve read were in fact from case studies in hospitality industries. Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support.

Best practices 204

Best practices Customer Service SaaS Education 204

inSided

FEBRUARY 24, 2021

As a Customer Success Community platform on a mission to improve Customer Success in SaaS, having Gainsight choose us as their community platform further cemented our belief that community is (and always should be) at the heart of Customer Success.

Feedback 52

Feedback SaaS B2B Technology 52

CSM Magazine

MARCH 28, 2025

A Solana case study mentions Helium and Star Atlas as the first pilots on the network operating at the edge within the United States. For example, a mid-size European SaaS firm pilot-tested Solana-based smart contracts for SLA validation and was able to decrease the amount of work needed to be done manually by 60%.

Customer Service 52

Customer Service Education CRM Healthcare 52

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. How Can Customer Education Benefit Your Business?

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. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Amity

DECEMBER 9, 2016

The full interviews are used for customer case studies, but then they also categorize the best quotes by topic. At Rentlytics , there’s a constantly evolving document where they keep customer testimonials and quotes. Here’s the comparison: Control. Winning Headline. Do you send out NPS surveys? (If

Marketing 109

Marketing SaaS Sales Surveys 109

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Celebrate (and Capitalize) on Success With Case Studies. As your customer base expands, it’s helpful to develop a system of qualifications for determining case study candidates.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

APRIL 18, 2022

The best way to persevere within the SaaS industry is through better networking and productive collaboration. Here’s a simple curated list of Top 10 SaaS conferences of 2022 that you can add to your calendar and learn from the best! A planned two-day event is important considering the future of SaaS businesses.

SaaS 52

SaaS Education Technology Marketing 52

Outsource Consultants

MARCH 18, 2025

These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs. They outsourced Tier-1 support to a specialized provider , starting with a small team of trained external agents.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

CSM Practice

MAY 28, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. Number of case studies generated.

Best practices 126

Best practices Management SaaS Metrics 126

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. Number of case studies generated.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Zappix

OCTOBER 8, 2021

The global leader and premier provider of digital health and wellbeing SaaS solutions and services wanted to deflect tedious calls away from their IVR and contact center reps.

SaaS 52

SaaS Interactive Voice Response Contact Center Healthcare 52

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. To encourage internal participation, Nicole suggests incentivizing your CSMs by giving them a small stipend for each of customer who agrees to participate in a case study, act as a reference, and so on. As Megan adds, “CSMs have a lot to do.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

ChurnZero

JULY 19, 2022

SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. Use this guide on how to improve free trial-to-paid conversions to help you increase your SaaS free trial conversion rate. How to calculate your SaaS free trial conversion rate. Help free trial users succeed.

SaaS 52

SaaS Feedback Personalization Upselling 52

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Case Studies. Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon. Why is customer marketing important?

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ClientSuccess

DECEMBER 23, 2019

Customer sentiment and satisfaction with the different touch points and engagements with a vendor is called the Customer Experience , aka CX, and it’s one of the main pillars of customer success for any SaaS organization. it can be hard to quantify and improve CX over time. . This makes them feel important, heard, and seen. .

Customer Experience 78

Customer Experience SaaS Chatbots Accountability 78

CustomerSuccessBox

MAY 17, 2021

Although the Global SaaS industry suffers from a 30% churn rate and at the same time there are companies who are hitting 130% MRR. To know more about how your SaaS business can be benefitted, here’s an exclusive case study of CustomerSuccessBox on how they have help salesscreen to increase their customer retention by 10%.

Customer retention 52

Customer retention SaaS Accountability 52

Outsource Consultants

MARCH 21, 2025

Use Case: B2B sales teams, SaaS demos, consultative selling. Tip: Ask for case studies in your industry. Check References and Case Studies Don’t rely solely on a provider’s sales pitch. Analyze case studies critically. Ask for case studies and client references.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. Every customer interaction, whether it’s a conversation with marketing about a case study or a negotiation with a CSM over an expansion opportunity, influences the customer experience.

Customer Experience 97

Customer Experience Upselling Accountability SaaS 97

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. This is a reactive approach and is NOT true.

Best practices 40

Best practices Customer retention SaaS Metrics 40

AskNicely

APRIL 4, 2018

How does a SaaS-based fleet software company solve complex customer needs at scale? Fleetio is tasked with modernizing, simplifying, and improving these fleet management processes with SaaS technology, which is no easy feat. To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study.

Feedback 60

Feedback SaaS Sales Management 60

Amity

DECEMBER 18, 2017

In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. This means that your client is not just yours alone but may be very busy talking to reps from other SaaS companies. As a direct result, there are software products/tools for everything you can possibly imagine, and a lot of them.

SaaS 87

SaaS industry standards Accountability Feedback 87

JivoChat

JANUARY 15, 2023

A lead could be anyone who has asked a question about a product on your ecommerce site, to someone who signed up for a demo of your SaaS product. Use Case Studies as Sales Enablement Content. Case studies are an excellent lead nurturing asset – which is why 61% of marketers use them as part of their strategy.

Best practices 75

Best practices B2B Sales Multichannel 75

ClientSuccess

DECEMBER 23, 2019

Customer sentiment and satisfaction with the different touch points and engagements with a vendor is called the Customer Experience , aka CX, and it’s one of the main pillars of customer success for any SaaS organization. it can be hard to quantify and improve CX over time. . This makes them feel important, heard, and seen. .

Customer Experience 69

Customer Experience SaaS Chatbots Accountability 69

JustCall

NOVEMBER 6, 2019

That is how business in the SaaS world works. That is the only reason one can have to purchase a SaaS product subscription. Moreover, if you have your customer’s permission, you can compile all this information in a case study and use it to advertise your product on the web. Request them to work with you on a case study.

Brand ambassadors 71

Brand ambassadors Advertising SaaS Sales 71

Fonolo

FEBRUARY 27, 2018

And it’s really just part of a larger trend where all enterprise software has been moving to cloud architecture and SaaS pricing.). For example, see the Twilio-ING case study. Contrarian view by the CEO of OttSpot: Twilio Flex: the future death of the “no (Telecom) stack” SaaS?

Call Center 99

Call Center APIs Contact Center SaaS 99

CustomerSuccessBox

AUGUST 1, 2019

Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Positive confidence tags : If the customer is driving a case study with you, if they have referred anyone, etc. You can also watch our webinar on how to configure the perfect customer health score for your B2B SaaS.

SaaS 74

SaaS B2B Accountability Metrics 74

aircall

OCTOBER 25, 2018

Today, sales enablement is a growing area of focus for almost all B2B service providers — especially SaaS companies struggling to differentiate themselves amid stiff competition. In my previous role, I was the sales enablement coordinator for a high-growth SaaS company. Case studies. Case studies.

Sales 75

Sales B2B Outbound sales SaaS 75

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. Advocacy Activity: the number of advocacy initiatives that your Customer Success team drove, like reviews, referrals, and case studies, over a certain period.

SaaS 52

SaaS Upselling Metrics CRM 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. Adoption Hero: Cision. Increasing product adoption and customer ROI with thoughtful approaches. New to ChurnZero? .

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

ChurnZero

JANUARY 26, 2022

Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience. Pro tip: happy customers make great product ambassadors, testimonials, or case studies.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

CSM Magazine

AUGUST 5, 2024

They offer a range of services including IaaS, PaaS, SaaS, and DaaS, designed to improve speed, flexibility, and scalability while addressing security concerns. Operational Expenses: The continuous regular expenses incurred for availing of services (IaaS, PaaS, SaaS) subscription fee-based, and costs of cloud management and maintenance.

SaaS 52

SaaS Marketing Management 52

CustomerSuccessBox

DECEMBER 6, 2021

SaaStock is the best conference in Europe for SaaS founders and Executives. You get to connect with founders, executives, and investors to help you build your B2B SaaS companies. There will be around 5,000+ SaaS founders, execs, and investors who will be participating in SaaStock 2022. Date- October 17th–19th, 2022.

SaaS 52

SaaS contact center solutions B2B Contact Center 52