Amity

JUNE 24, 2018

In the SaaS world, people aren’t looking to buy a product once and move on. This is where customer-centric thinking plays a critical role—it ensures that your customers are at the front of your organization from product development to the post-sales process. How Marketing mobilizes your customers for success.

Customer centricity 79

Customer centricity Education SaaS Feedback 79

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Long-term actions are based on the analytics results of customer feedback.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Amity

MARCH 29, 2016

SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today? • Customer-Centric Companies Sweat the Details.

Customer centricity 65

Customer centricity Customer advocacy SaaS Construction 65

Totango

AUGUST 12, 2020

Your customer signed on in search of value, and the quicker you can deliver that value, the more likely you are to build lasting relationships with customers. 5 Tips to Maximize the Customer Onboarding Experience. In turn, any team members involved with renewal should have access to data on customer behavior and product usage.

SaaS 88

SaaS Upselling Enterprise Best practices 88

LiveChat

OCTOBER 21, 2016

Customers don’t have time to answer these and managers to draw conclusions from them. That’s why NPS is like a salvation for the SaaS industry. It’s the quickest road they can choose to get customers’ feedback. Net Promoter Score (NPS) is a management tool that is used to measure the loyalty of a company’s customers.

SaaS 78

SaaS Feedback Customer centricity Surveys 78

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

CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C SaaS 114

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. For instance, owning customer retention signifies direct responsibility for renewal rates.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Feedback 78

Feedback Customer Experience SaaS Customer centricity 78

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. There should be an open feedback loop. In her role, Bree lives and breathes measurement. These should be very in sync.

Metrics 98

Metrics SaaS Surveys Self service 98

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

LiveChat

APRIL 11, 2016

Customers don’t have time to answer these and managers to draw conclusions from them. That’s why NPS is like a salvation for the SaaS industries. It’s the quickest road they can choose to get customers’ feedback. NPS represents the single biggest growth opportunity that exists today for SaaS companies.

SaaS 53

SaaS Feedback Customer centricity Surveys 53

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

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

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

Totango

MARCH 4, 2022

Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. What is B2B Customer Service? Lost passwords.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

Satrix Solutions

JANUARY 24, 2022

Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative. Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

ChurnZero

MAY 3, 2022

“Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER. Start with: CSM Mastermind: Sharing Customer Feedback Effectively. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. 2: CSM Practice.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

FEBRUARY 21, 2022

Additionally, a customer advisory board can help foster deep relationships with those key customers, fostering them as powerful brand champions. You might also hear a customer advisory board referred to as a “client advisory board,” “product advisory board,” or “customer advisory council.”. Invite key customers.

SaaS 98

SaaS Feedback Advertising Customer centricity 98

Calabrio

FEBRUARY 11, 2020

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Feedback from customers early in the development process helps minimize wasted cycles. Our answer?

SaaS 52

SaaS Customer centricity Analytics Education 52

ProProfs Blog

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

CSM Magazine

MARCH 31, 2023

You can’t afford to let antiquated customer service workflows slow you down or get in the way of delivering an exceptional customer experience. That’s why many customer-centric companies are turning to automation, using SaaS (Software as a Service) tools and processes to give their customer service teams a leg up.

SaaS 52

SaaS Customer Service Coaching CRM 52

Lumoa

JUNE 19, 2018

1: Address the feedback quickly It shouldn’t come as a surprise that the more efficient your team is in solving the customer’s issue, the more satisfied the customer will be. That’s exactly what was found out in the recent study by Zendesk : a faster response rate correlates with the higher customer satisfaction.

Feedback 60

Feedback SaaS Customer centricity Coaching 60

ProProfs Blog

NOVEMBER 9, 2021

Consider analyzing the questions such as: How will you collect customer feedback? What do want to achieve via customer satisfaction metrics? . What questions would you like to ask the customer? Now that you have a plan, it’s time to set measurable goals such as improving customer satisfaction by 25% in the first quarter.

Surveys 146

Surveys Feedback Metrics Customer retention 146

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. Super-charging Customer Acquisition.

Advertising 98

Advertising SaaS B2C Best practices 98

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Cor ity , an enterprise EHS and ESG software provider , was struggling to track customer satisfaction and feedback with a single, standalone NPS campaign per year.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

Totango

SEPTEMBER 13, 2022

A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Plan, analyze, and understand your customer lifecycle.

SaaS 93

SaaS Upselling Best practices Customer retention 93

inSided

JUNE 12, 2020

This time we're in conversation with Lila Meyer, Director of Product Education at Gainsight, who tells us EXACTLY how they use their inSided-powered community for a product feedback process that ensures they continue to develop outstanding customer-centric products! Don't forget to follow the inSide Scoop over on Spotify !

Feedback 52

Feedback Customer centricity Education SaaS 52

Strikedeck

AUGUST 27, 2019

Inge De Bleecker talks about the various customer-centric strategies used to turn feedback into actionable insights.

Feedback 49

Feedback Customer centricity SaaS Customer Experience 49

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. This lets you anticipate customer needs and continually provide value: Access to Customer Data.

Enterprise 94

Enterprise Customer centricity Metrics Upselling 94

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. Product is from Mars, Customer Success is from Venus.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 52

Totango

JANUARY 22, 2024

This is the moment for CS to rise to the occasion by focusing on securing retention and driving expansion, continuously working with customer results in mind, using adoption and feedback to drive advocacy, and embracing integration across the enterprise.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

ChurnZero

APRIL 8, 2020

After all, whether you like to admit it or not, customers tend to trust their peers much more than your brand. Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . Before we go any further, what exactly is customer advocacy?

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99