ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 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. Online brand advocacy.

SaaS 113

SaaS Journey mapping B2B Upselling 113

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. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Nicereply

OCTOBER 12, 2021

Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used. The value to your organization is making the data accessible to the people who can use it to improve your customer experiences. There are many uses for customer data.

SaaS 118

SaaS Self service CRM Feedback 118

Kayako

APRIL 27, 2017

By running an NPS survey in isolation you don’t get the low-down on which customers have service satisfaction or suffer high-effort experiences. But customer satisfaction scores (CSAT) and customer effort scores (CES) offer few insights into customer loyalty either. Send surveys at natural pause points.

Metrics 89

Metrics Surveys Customer effort Best practices 89

Kayako

JUNE 30, 2016

It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic. Reduce customer effort everywhere.

Customer Service 83

Customer Service Customer effort SaaS Customer Support 83

ProProfs Blog

NOVEMBER 9, 2021

Customer Satisfaction Score arms you with a clear insight into whether your customers are happy with your product or not. It may also be used to have an overall opinion of the customers about your company, product, service, or a specific aspect such as customer support. . c) Customer Effort Score (CES).

Surveys 146

Surveys Feedback Metrics Customer retention 146

Kayako

JUNE 30, 2016

It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic. Reduce customer effort everywhere.

Customer Service 81

Customer Service Customer effort SaaS Customer Support 81

Nicereply

JULY 13, 2021

For this article, I spoke with six customer support and success leaders from various industries with different product offerings so they can share techniques you can use to make your team successful. Regis Eloi is the former Director of Customer Support at Salsify. Susana de Sousa is the Senior Manager of Support at Loom.

B2B 98

B2B B2C SaaS Technical Support 98

Mindtouch

MAY 14, 2018

Customer success has evolved over the past decade. Most successful SaaS companies now have a dedicated customer success function, a trend that’s expanding into manufacturing and other industries. Businesses now understand that customers who continue finding value tend to become product experts and loyal brand advocates.

Customer retention 66

Customer retention SaaS Customer effort Metrics 66

Help Scout

JULY 24, 2018

Understanding the difference between customer service and customer support can be a challenge. At first glance, customer service and customer support seem similar. Both fields involve helping customers. They employ similar skills like active listening and empathy to increase customer satisfaction.

Customer Support 40

Customer Support Customer Service Average Handle Time Upselling 40

aircall

NOVEMBER 4, 2016

This feature increases customer satisfaction by saving the customer time and frustration. Click-to-call: Adding a click-to-call button lets customers with their own CTI to call without having to dial your number. By saving your customers effort, you can increase their overall user experience. Speaking of which!

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

Nicereply

DECEMBER 9, 2021

Whether there are external factors that may cause the customer to stop using your product. Key metrics that contribute to the customer health score focus on product usage and responses to surveys. If your business deals in SaaS, online, and software products, it is easy to track product usage. Customer effort score (CES).

Metrics 97

Metrics Surveys Education Customer effort 97

ClientSuccess

DECEMBER 21, 2021

CES: a customer effort score (CES) measures how easy it is for a user to use the product or service, get issues resolved (either through customer support or on their own), and generally engage with the solution. . Over time, the product adoption rate should continue to rise as more and more users join the solution.

Metrics 100

Metrics Upselling B2B SaaS 100

Lumoa

MARCH 20, 2018

Build Voice of Customer program in 5 steps by Surveypal Customer Satisfaction Customer Satisfaction , or CSAT, is a broad term that describes many different types of customer surveys. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

CustomerSuccessBox

AUGUST 27, 2021

Customer Success for B2B SaaS is a function of all departments with the obvious contributors being- Customer support, Onboarding specialist, and Customer Success team. How to execute customer success practice into your SaaS? Additional Read : Knowledge transfer from sales to Customer Success.

Upselling 52

Upselling SaaS B2B Metrics 52

Nicereply

JUNE 18, 2020

Any investment in customer retention programs pays off in the form of higher revenue and reduced customer acquisition costs. Great companies think long term when it comes to keeping customers around. SaaS and eCommerce have been around long enough that some companies now have customers for over a decade.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success. Source: CrunchBase ).

SaaS 51

SaaS Banking Enterprise Marketing 51

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

ClientSuccess

FEBRUARY 8, 2023

CES : a customer effort score (CES) measures how easy it is for a user to use the product or service, get issues resolved (either through customer support or on their own), and generally engage with the solution. Over time, the product adoption rate should continue to rise as more and more users join the solution.

Metrics 75

Metrics Upselling B2B SaaS 75

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Best practices Customer retention SaaS 76

Mindtouch

MARCH 23, 2017

At MindTouch, customer success is all about making customers into the product experts who become loyal brand advocates. Loyal customers are especially important to any SaaS or subscription-based business where a lengthy customer lifetime value is such an important revenue driver. Partial Company Buy-In.

SaaS 54

SaaS Self service Customer effort Metrics 54

Pointillist

JUNE 15, 2018

It would be easy to define and measure if we relied on the customer to indicate they are no longer a customer. Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. But for most businesses, retention activity is passive in the sense that the customer does not inform you that she is leaving.

Customer retention 110

Customer retention Analytics Airlines SaaS 110

Solvvy

JULY 8, 2022

When you compare the costs of marketing, sales, and onboarding to the costs of providing service and support to existing customers, you’ll find focusing on retention makes good financial sense. Software as a Service (SaaS) companies, for example, need to build monthly recurring revenue (MRR) to operate.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Nicereply

NOVEMBER 28, 2022

Cancellation surveys are particularly valuable for SaaS businesses. Asking customers why they decided to cancel their account or downgrade to a lower subscription plan will shed some light on what’s behind this decision and help you improve your product and retention rates in the future. Website survey questions examples.

Surveys 52

Surveys Feedback Customer effort SaaS 52

Interaction Metrics

APRIL 17, 2025

Meanwhile, the customer experience software space is vast and there are competitors that offer simpler reporting tools, comparable (or better) design, and stronger value. While we are not a software (Saas) company like Qualtrics, were the best alternative in that we already license Qualtrics and other software.

Surveys 48

Surveys Enterprise B2B Analytics 48

Kayako

FEBRUARY 21, 2018

A Google search for the phrase ‘social media customer service’ returns 117 million results. It’s easy to find authoritative articles, like this one , that claim customers love to use social media for customer support—and they have statistics to back it up. Why are we told social media is a customer support magic bullet?

Customer Care 48

Customer Care Customer effort SaaS Customer Support 48

Lumoa

MARCH 20, 2018

Build Voice of Customer program in 5 steps by Surveypal Customer Satisfaction Customer Satisfaction , or CSAT, is a broad term that describes many different types of customer surveys. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Kayako

MARCH 18, 2019

If it’s a SaaS product, and they lost time while you troubleshot and fixed the bugs, maybe offer them a refund or some credits to make up for lost time. Better yet: maybe offer a video consult with one of your success or support team members to help them figure out how to best use your product. You make a mistake in your response.

Customer Service 71

Customer Service Construction SaaS Feedback 71

NobelBiz

FEBRUARY 15, 2023

And more important, Cloud Application Services (SaaS) spending went from 146,326 Millions U.S. The corporation is obviously catering to its younger and/or more technologically savvy clientele by making customer support available via social media for example. This is a greater growth rate than the 18.8% predicted for 2022.

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Solvvy

OCTOBER 25, 2022

A customer satisfaction index uses survey data to calculate a metric that gives you an idea of how well your business performs. To calculate your customer satisfaction index, focus surveys on specific areas of your business – for example, website user-friendliness, customer support experiences, product value, and service delivery. .

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

Solvvy

AUGUST 31, 2022

For example, the customer experience can depend on how your employees treat customers or how well they like your products and services. Or, CX may depend on how quickly they can connect with customer support, resolve issues, or find answers to their questions. Improve Customer Experience.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

ChurnZero

SEPTEMBER 25, 2020

Here are some other suggestions for how Product can really get to know their customer: Attend Customer Success and Sales calls. Go to customer onboarding and training sessions. Shadow Customer Support, jump in their ticket queue, and answer customer questions. Customer Success Around the Web.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

delighted

JANUARY 28, 2020

For example, an ecommerce clothing company that wants to evaluate their customer support team would send out a survey immediately after a support ticket has been resolved. You can also use Customer Satisfaction or Customer Effort Score surveys. NPS survey timing for B2B and SaaS brands.

Surveys 44

Surveys Feedback SaaS B2B 44

JivoChat

AUGUST 24, 2021

CSAT (Customer Satisfaction) is a popular key performance indicator that enables you to track how satisfied your customers are with your products and services. You can conduct surveys with multiple-choice questions and allow people to rate different aspects of your products, services, and customer support. Joran Hofman.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59