Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools? Customer success.

SaaS 71

SaaS CRM Advertising Analytics 71

Lumoa

MARCH 20, 2018

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 Connectedness: Customer insights are infused across the organization.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Amity

NOVEMBER 22, 2013

Customer support and customer service have been around for decades. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. And to achieve this, customer support is now customer success. Joel York is the king of SaaS financial metrics.

Chief Customer Officer 81

Chief Customer Officer SaaS Metrics Customer Support 81

ProProfs Blog

MARCH 29, 2019

You email customer support in a hurry, right? This email is basically a trouble ticket for the customer support and a help desk software enables them to track the ticket. Their answer was customer support. Customers prefer to talk to a support representative to resolve an issue. What do you do?

Customer Support 112

Customer Support Surveys Banking SaaS 112

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

ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. a SaaS business focused on reducing work friction. When should SaaS companies hire a chief customer officer?

Chief Customer Officer 52

Chief Customer Officer SaaS Self service Sales 52

ProProfs Blog

AUGUST 19, 2020

Therefore, if your business is in the process of developing some astounding customer service policies, this blog will offer the help you need. Understanding Customer Service Policies and Procedures. Before we jump into anything else, let us first explore the definition of customer service standards. Let us get started!

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

SaaS 106

SaaS Management CRM Sales 106

CSM Magazine

JULY 2, 2020

We as customers have been demanding information, refunds and re-bookings, while businesses in this sector have been overwhelmed with contact from a customer base that has been angry, frightened and often panics. One of the challenges faced by customer service teams has been managing high volumes of enquiries in diverse languages.

SaaS 98

SaaS Entertainment CRM Customer Service 98

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

ChurnZero

FEBRUARY 21, 2022

Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights. What is a customer advisory board? What are the benefits of a customer advisory board? Customer advisory boards help create better product roadmaps.

SaaS 98

SaaS Feedback Advertising Customer centricity 98

Amity

JULY 13, 2016

Customer Support and Customer Service have been around for decades. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. And to achieve this, Customer Support is now Customer Success. It’s not just about the software anymore.

SaaS 81

SaaS Best practices industry standards Consulting 81

CustomerSuccessBox

SEPTEMBER 29, 2022

The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. A variety of options are accessible to customers today in this cutthroat industry. However, customers are also searching for a quick time to value (TTV). Customer Success and Time to Value.

SaaS 52

SaaS Metrics B2B Enterprise 52

Lumoa

MARCH 20, 2018

Customer experience has been a popular business topic for the last couple of years and experts are still discussing of what customer experience truly is. Customer Connectedness: Customer insights are infused across the organization. Dive deeper into the definition , Check these awesome graphs to understand it better.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Nicereply

FEBRUARY 22, 2023

Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.

Customer Support 52

Customer Support Technical Support SaaS Coaching 52

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. But not only has the face of the customer evolved over time, so too has the shape of the business world.

Advertising 98

Advertising SaaS B2C Best practices 98

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

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

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 95

Contact Center Engineering Calibration Coaching 95

Nicereply

MARCH 7, 2019

” With International Women’s Day right around the corner, on March 8th, we figured it was an excellent time to give credit to some of the amazing women in the customer support, success, and experience world. Sarah has done tons of amazing work for the modern support industry. Sarah Hatter. pic.twitter.com/iMKqLFpMRx.

Engineering 94

Engineering SaaS Customer Support Personalization 94

ProProfs Blog

SEPTEMBER 20, 2019

Besides the strategic move of retaining your customers through effective referral systems, it is crucial to never miss on your customer questions and requests. . How will you resolve your customer questions, when you aren’t even aware of the same? Well, technology comes in handy here. The Technology Angle. The Technology Angle.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

delighted

APRIL 12, 2024

Make sure to provide definitions for acronyms and terms that your respondents may not be familiar with. Your survey frequency will depend on the type of feedback you’re looking to collect: For B2B and SaaS product feedback, you can survey 2 weeks to 1 month after implementing a new product or feature. Use acronyms or business jargon.

Surveys 98

Surveys Feedback B2B SaaS 98

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Typically, there is no CSM is assigned to them.

Customer retention 91

Customer retention Strategic Value SaaS Sales 91

Nicereply

SEPTEMBER 4, 2023

Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? By definitive measures, yes. The absolute NPS score could be seen as a standalone measure of customer loyalty, irrespective of competition. What is a Good NPS Score for SaaS? What is a Good NPS Score?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

ProProfs Blog

OCTOBER 30, 2021

Examples: We believe we offer the best customer service experience. How helpful or unhelpful do you find our customer support? Quantitative data is often a result of closed questions, and hence they are definite and provide numerical value. Provide room for a diplomatic answer. How awesome do you think it is?

Surveys 139

Surveys Best practices Construction Analytics 139

Amity

JANUARY 27, 2017

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition.

B2B 57

B2B SaaS Accountability Customer Support 57

CSM Practice

FEBRUARY 1, 2021

Roles and responsibilities (vendor and customer). Support resources (eg: technical support, CSM, knowledge base, etc.). Customer’s definition of success (this may be slightly different than what you get from sales so you’ll need to verify). Consequently, their definition of success may change. Expectations.

Technical Support 76

Technical Support Sales SaaS Metrics 76

Solvvy

JULY 13, 2022

Customer service automation can help you overcome other customer support challenges. A growing Software as a Service (SaaS) business where employees divide time between customer service tasks and other responsibilities, for example, may suddenly find there aren’t enough hours in the day to get everything done.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. I would actually argue that a CSM comes before a support person. This was back in 2013.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. I would actually argue that a CSM comes before a support person. This was back in 2013.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 8, 2022

A typical company, ours included, buys 50 to 70 SaaS products. I am certain that we run ChurnZero’s business using data from no less than two dozen SaaS products: Customer Success platform, CRM, marketing automation, support, finance, HR and more. As CEO, I definitely don’t want every SaaS login.

Finance 52

Finance SaaS CRM APIs 52

Nicereply

AUGUST 22, 2019

With scalable support teams at your disposal, it’s clear that you’ll be able to generate more sales, create brand loyalty, and equip your company to take the next step in its growth. The acronym “SaaS” has been used since the 1960s as a short-hand description of Software as a Service. Support as a Service flips that script on its head.

outsourcing 68

outsourcing Customer Support Scripts Call Center 68

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. There are several options to provide support to these customers.

SaaS 64

SaaS Customer retention Strategic Value Sales 64

CustomerSuccessBox

AUGUST 27, 2021

According to the popular definition, about half of startups survive the first 5 years and only 1 in 200 become actual scaleups. Many startups in their early stages believe that customer success isn’t for them. How to execute customer success practice into your SaaS? Now you’re on the path to Customer Success.

Upselling 52

Upselling SaaS B2B Metrics 52

ProProfs Blog

JUNE 30, 2020

But it definitely gives a great insight into how leaders can bring a lot on the table easily. This quote by Jeff Bezos helps you understand the key to complete customer satisfaction is a delightful support experience. Farm Don’t Hunt: The Definitive Guide to Customer Success. Develop personal brand.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

ChurnZero

JUNE 8, 2022

A typical company buys 50 to 70 SaaS products. As CEO, I definitely don’t want every login. So does the CFO, the head of product, the customer support rep. You don’t have time to go into Salesforce to get customer information, nor do you have time to learn the new finance system to get updated numbers.

Finance 52

Finance SaaS APIs Customer centricity 52