ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. You can watch all the on-demand sessions from the conference now.) 31 st Fastest Growing SaaS Company on SaaS Mag’s list.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. Why are we doing a Customer Success conference ? One of the most common question to ChurnZero is : when are you going to have a conference? How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. CS in the non-SaaS space is growing.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS.

SaaS 45

SaaS Benchmark Surveys Feedback 45

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. Who better than the people currently using your product to give feedback on new features? Conferences and Webinars. Why is customer marketing important?

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. We wanted to recognize those leaders who are helping Customer Success make a name for itself in SaaS by proving its purpose and potential. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

AskNicely

JANUARY 17, 2017

Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? Collecting feedback is a great start, but it also pays to think about when – what are the best points in your customers’ life cycles to collect feedback? 2) Plug things together. Let us know.

Feedback 79

Feedback Surveys SaaS Marketing 79

ChurnZero

APRIL 7, 2021

Here’s some reasons why B2B software companies should put a dedicated effort into getting customers to provide their feedback via review sites. But why should your company care about software review sites? Hint: they help generate revenue.). Why should you care about driving more reviews now?

B2B 81

B2B Feedback SaaS Sales 81

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ClientSuccess

JULY 6, 2022

Instead of getting a free sandwich after ten purchases, however, a SaaS organization’s customer loyalty program goes above and beyond a simple gift. Complimentary conference admission. A customer loyalty program, much like any punch-card program at your local deli, rewards, and thanks customers for being part of your team.

SaaS 79

SaaS Surveys Feedback Marketing 79

Mindtouch

NOVEMBER 20, 2018

After hosting their 3rd annual conference, TalkDesk exceeded all previous milestones with record-breaking attendance, speaker, and sponsorship numbers. To really know your customers, you need to blend both technology and empathy to effectively hear and interpret feedback, and then leverage it to scale effectiveness. Special shout-out!

Self service 80

Self service B2B SaaS Customer centricity 80

delighted

MARCH 15, 2019

A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Here are 7 tips for designing an effective VoC program that ensures you’ll get actionable feedback for improving your customer experience. Ensure your VoC program is set up for success. transaction).

Surveys 75

Surveys Benchmark B2B Feedback 75

ChurnZero

DECEMBER 14, 2023

“Every few minutes she would have to pick up the phone and write in the appointments, and it really disrupted the flow for her clients,” Dave said in a fireside chat with ChurnZero CEO You Mon Tsang at the most recent BIG RYG conference. Years later, Dave would go on to graduate college and land a job on Wall Street. Watch it in full here.

SaaS 52

SaaS Feedback Marketing Enterprise 52

ClientSuccess

MAY 18, 2021

But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. . It’s a good idea to treat your Customer Advisory Board meetings as little mini-conferences.

SaaS 65

SaaS Customer centricity Feedback Marketing 65

ChurnZero

FEBRUARY 15, 2019

It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model.

SaaS 53

SaaS Benchmark B2B Metrics 53

AskNicely

JANUARY 17, 2017

Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? Collecting feedback is a great start, but it also pays to think about when – what are the best points in your customers’ life cycles to collect feedback? 2) Plug things together. Let us know.

Feedback 60

Feedback Surveys SaaS Marketing 60

CSM Magazine

NOVEMBER 3, 2022

In this role, Carter will draw upon her extensive experience to grow and scale Reputation’s global marketing function, drive broader brand awareness and advance the organization’s mission of managing consumer feedback from acquisition to loyalty. Liz holds an English degree from Vanderbilt University. About Reputation.

Marketing 52

Marketing SaaS Feedback Management 52

Kayako

MARCH 21, 2017

Leaning in and embracing the constant feedback about areas to improve will provide insights and opportunities to make things better for all of your customers.” “Acknowledgment of feedback. Feedback is often sent in but no one will bother to ask ‘why’. ” Shaun. ” Eva. ” Shaun. ” Andrea.

Education 103

Education Best practices Feedback Personalization 103

CSM Magazine

FEBRUARY 8, 2022

Airmeet’s immersive engagement suite empowers businesses and communities to connect with their audience, engage in meaningful conversations, exchange feedback, and build long-lasting relationships through events. Airmeet provides an innovative platform that benefits both online and offline conference features.

Education 52

Education Government SaaS Customer centricity 52

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Then be sure to register for BIG RYG , ChurnZero’s upcoming virtual conference built for current and future leaders in Customer Success. . . Customer Success Around the Web.

SaaS 59

SaaS Metrics Best practices Customer retention 59

ChurnZero

SEPTEMBER 14, 2018

Last week wrapped up the 7th annual INBOUND conference hosted by HubSpot. This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. We have you covered.

Education 66

Education Customer retention B2B SaaS 66

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. Colin is an accomplished keynote conference speaker who can inspire organizations to focus on their Customers. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Kayako

FEBRUARY 28, 2018

To help you build your own customer support training program, I’ve collected some key insights from managers at other SaaS and tech-industry companies to help make sure you’re getting it right from the get-go. Don’t forget to give (and take) feedback. Always be offering consistent positive and constructive feedback to your employees.

Customer Support 88

Customer Support Education Feedback Construction 88

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Therefore we have a customer base that is eager and willing to give us feedback, which is awesome. We take product feedback very seriously at InVision. Some teams are responsible for onboarding and training. 8-9am COFFEE.

Management 84

Management Finance Enterprise Accountability 84

ChurnZero

SEPTEMBER 25, 2020

In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment. Fix Communication Breakdowns With Formalized Feedback. Make Customer Success Feedback Measurable. But first, let’s talk about the fences.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

Amity

AUGUST 19, 2014

Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes. Accruing experience at SaaS companies will confer a significant advantage over other job seekers.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “I

Customer Service 52

Customer Service SaaS Customer centricity Coaching 52

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “I

Customer Service 52

Customer Service SaaS Customer centricity Coaching 52

Education Services Group

APRIL 27, 2022

CES (Customer Effort Score): For a metric that has the potential to be a real-time feedback avenue for customers, why does the way we ask this question seem like a kid seeking praise from a parent after doing a summersault? It feels awkward to me, like we are desperate in our attempt for the customer to validate our process.

Metrics 98

Metrics Surveys SaaS CRM 98

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. You will hear it at customer success conferences, meetups, networking events, and peer mentoring sessions. This is especially true when it comes to SaaS products and services. Product Usage.

Metrics 53

Metrics SaaS Customer advocacy Accountability 53

ClientSuccess

NOVEMBER 26, 2018

This way, customers have the ability to give feedback, they feel valued for having been asked to help test a new product before their peers, and they can see whether or not this new service product, feature, or service fits in with their current operations. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Marketing 56

Marketing Upselling SaaS Customer retention 56

JivoChat

MARCH 29, 2022

A webinar, also known as a web seminar, is a live online presentation or conference. Webinars are very popular among B2B and SaaS (software as a service) companies. Customer onboarding is a fundamental step to conquering customer loyalty when we are talking about SaaS companies. What is a Webinar? Onboarding and Retention.

Education 75

Education Surveys SaaS Personalization 75

Pointillist

JUNE 15, 2018

Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. In subscription-based industries such as telecom or Software as Service (SaaS), retention is about preservation and preventing the loss, rather than focusing on the growth of the customer.

Customer retention 110

Customer retention Analytics Airlines SaaS 110

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. On top of this, all this information is visible in a single dashboard interface.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

ChurnZero

SEPTEMBER 11, 2020

In the second part of the series, which will publish on September 25, I’ll dive into the tactical how-to of creating a strong feedback culture to realize alignment. We’ll cover: The steps to build a formal yet flexible feedback loop and cadence. How deliberate processes lead to better change management. Customer Success Around the Web.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 52

JustCall

JULY 20, 2022

JustCall Feedback from Real-World Users. Voice and Call Management: Call Forwarding Call On Hold Call Routing Cloud PBX Phone Number Extensions Conference Calls Screen Sharing HD Video Conferencing Business Call Management Call Center Analytics. GoToConnect Feedback from Real-World Users. Top Features of GoToConnect.

voip 10

voip Interactive Voice Response Enterprise APIs 10

ChurnZero

SEPTEMBER 20, 2022

At Propel, Rocketlane’s annual global conference for customer onboarding and implementation professionals, Customer Success expert and principal consultant at Service Excellence Partners, Ed Powers, talked about how we can create ideal, favorable customer experiences if we understand the principles of neuroscience.

Construction 52

Construction Consulting Consulting SaaS 52