Call Design

NOVEMBER 4, 2021

This is a question that is asked a lot in businesses where data needs to be extracted from various sources and collated. As technology and security increase, so too does the tightening around access and use of said data, especially within the contact centre. The post Getting Data from your WFM System appeared first on Call Design.

industry standards 148

industry standards APIs SaaS Accountability 148

ChurnZero

FEBRUARY 28, 2025

You might be surprised to know that SaaS companies can learn a lot from their consumer subscription counterparts. The differences between SaaS and B2C companies. 2: Payment structure SaaS is paid on a recurring basis. But most SaaS organizations still have the luxury of long-term (2+ year) contracts.

SaaS 52

SaaS B2B B2C Healthcare 52

Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. How SaaS Enterprises Can Streamline New User Onboarding. The benefits of a fast, simple onboarding process are myriad.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey? What Are the Stages in a SaaS Customer Journey?

SaaS 117

SaaS Journey mapping Upselling Best practices 117

AWS Machine Learning

JUNE 16, 2022

Zendesk is a SaaS company that builds support, sales, and customer engagement software for everyone, with simplicity as the foundation. By combining the power of data and people, Zendesk delivers intelligent products that make their customers more productive by automating manual work. This post is co-written with Sowmya Manusani, Sr.

SaaS 141

SaaS Engineering Personalization Enterprise 141

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ShepHyken

FEBRUARY 18, 2020

How to Fish the “Big Data Lake” for Customer Experience Insights. Top Takeaways: It isn’t enough to simply gather data. Data collection without action is a waste of time. Data collection without action is a waste of time. Shep Hyken interviews Claire Sporton.

Big data 307

Big data SaaS Employee engagement Customer Experience 307

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

ChurnZero

FEBRUARY 7, 2025

For a more effective outcome, a CSP works alongside your CRM, enhancing insights and giving CS teams the actionable data they need. How to combine CSP and CRM data to fight churn more effectively. Customer success teams have a comprehensive overview of each customer’s journey when CRM data is paired with a CSP’s insights.

CRM 59

CRM Upselling Best practices Analytics 59

ShepHyken

AUGUST 4, 2020

Do not replace customers with data or technology, or your company will suffer in the long run. Data is great, but it is in no way a way to replace actually building empathy with your customer.”. Customers still want a quick and easy resolution to their problem—and companies want to make their customers happy and get them to come back.

Customer centricity 59

Customer centricity SaaS Technology Enterprise 59

AWS Machine Learning

NOVEMBER 7, 2024

In the first part of the series, we showed how AI administrators can build a generative AI software as a service (SaaS) gateway to provide access to foundation models (FMs) on Amazon Bedrock to different lines of business (LOBs). At this point, you need to consider the use case and data isolation requirements.

Enterprise 113

Enterprise APIs Government Accountability 113

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Read our guide here for the 8 SaaS onboarding best practices to step up your onboarding experience. Work Cross-Functionally During SaaS Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Upselling 98

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. The onboarding process is the first impression that your SaaS company makes on the customer after they’ve paid for your service. A less than ideal onboarding process can negatively impact the SaaS customer experience.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

PeopleMetrics

JANUARY 23, 2025

With AI, were no longer guessing or spending weeks analyzing data manually. By analyzing historical data and outcomes, AI can recommend specific actions that have previously improved metrics in similar situations. Example: A SaaS company tracks CES scores during onboarding.

Metrics 118

Metrics Surveys SaaS Wait times 118

ChurnZero

JULY 29, 2022

With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. I’ve seen how it can help SaaS leaders unlock increased customer value attainment, higher net revenue retention (NRR) and accelerated product-led growth. Data and technology matter.

SaaS 98

SaaS Customer centricity Upselling B2B 98

AWS Machine Learning

JULY 6, 2023

Many organizations choose SageMaker as their ML platform because it provides a common set of tools for developers and data scientists. In this post, we cover the benefits for SaaS platforms to integrate with SageMaker, the range of possible integrations, and the process for developing these integrations.

SaaS 97

SaaS Accountability APIs Engineering 97

Cisco - Contact Center

JUNE 13, 2024

According to AppOmni’s 2023 State of SaaS Security report, 79% of organizations reported a SaaS security incident during the preceding 12-month period. As enterprises incrementally store and process more sensitive data in SaaS applications, it is no surprise that the security of these applications has come into greater focus.

SaaS 88

SaaS Management Enterprise 88

ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. LiquidPlanner. Stack Overflow.

SaaS 98

SaaS Customer centricity Metrics Education 98

ShepHyken

JULY 31, 2017

The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants by Andy Mura. Userlane) The evolution of SaaS organizations that focus on customer experience and customer success. Apple, with an incredible score of 89, is the darling of customer service, not just for the tech industry, but any industry.

Customer Service 0

Customer Service SaaS Benchmark Technology 0

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. Next, we’ll share six keys to effective SaaS customer engagement.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Totango

DECEMBER 29, 2021

A customer-centric product roadmap meets the needs of today’s digital-driven SaaS market. Today’s SaaS customer makes purchasing decisions based on their digital experience of your brand. This means that successful brands need to align their product experience with what data indicates about customer needs.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

ShepHyken

FEBRUARY 26, 2021

It is necessary to have the data to drill down into what customers think and why. Having the right data will help understand customer activity better, improve planning, and make the customer journey more pleasant. Collect customer data. There are multiple tools and data in the market that make it easier to get customer data.

Marketing 309

Marketing Journey mapping Advertising Upselling 309

PeopleMetrics

JANUARY 21, 2025

Example: A SaaS company notices its NPS drop. Identifying Key Drivers in Real-Time AI correlates NPS with other data in real-timesuch as purchase attributes or support interactionsto uncover the drivers of customer loyalty. AI analysis of detractor comments in real-time reveals recurring complaints about onboarding difficulties.

Metrics 118

Metrics Benchmark SaaS Analytics 118

CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. But with effective customer success, it’s possible to attain those extra gains from the SaaS revenue model. Stay tuned and read on to incur extra SaaS revenue.

SaaS 98

SaaS Benchmark Upselling Metrics 98

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Thousands of dollars are spent in creating clear surveys and questions and then in the analysis of pertinent data from those surveys. But can that data be trusted?

Surveys 275

Surveys Customer Service B2B SaaS 275

Nicereply

NOVEMBER 21, 2022

Considering that the SaaS industry is a competitive one, customer retention is crucial. Why is Customer Retention Critical for SaaS? However, it’s important, especially for SaaS businesses, to focus on retaining more customers rather than constantly acquiring new customers. To create those customer experiences, you need data.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Nicereply

OCTOBER 12, 2021

Equipping your support team with contextual customer data is one way to lower that effort. In today’s connected world, we have an unprecedented opportunity to gather and analyze data. Data is everywhere! Most companies have access to data through apps, webpages, coupon codes, etc.

SaaS 118

SaaS Self service CRM Feedback 118

PeopleMetrics

JANUARY 31, 2025

Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys. AI cross-references negative feedback with frequent flyer data, ensuring that high-value customers receive personal follow-ups while lower-tier complaints are addressed with automated solutions.

B2C 98

B2C B2B Airlines Surveys 98

ClientSuccess

SEPTEMBER 7, 2022

In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship. How can SaaS companies use Average Session Duration .

SaaS 89

SaaS Metrics Analytics Accountability 89

ShepHyken

OCTOBER 28, 2016

70% of potential customers when 4 negative reviews are found Data source: Moz. He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. 59% of potential customers when 3 negative reviews are found, and. Popular consumer-driven review sites like Yelp, TripAdvisor, Glassdoor, Yahoo!,

SaaS 333

SaaS Customer Service Contact Center Customer Experience 333

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. NRR matters to SaaS executives and investors.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 88

B2B SaaS Education Brand ambassadors 88

ShepHyken

JULY 7, 2023

Moreover, your business app can also send your critical data, such as demographics, geolocation, and customer behavior. Enhanced Customers Satisfaction To sustain high competition, customer satisfaction is highly crucial. Through your customer’s network, you can reach the untapped potential customer base.

outsourcing 296

outsourcing SaaS Marketing Sales 296

CCNG

NOVEMBER 9, 2021

So in a world where every product description ends in “aaS” from SaaS to CCaaS, it only makes sense that AI should follow suit. This means that while AI technology is repeatable, the training data that these AI models rely on isn’t. And then there’s AI. Everyone wants it, needs it, and claims they have it.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

AWS Machine Learning

JANUARY 31, 2025

The power of FMs lies in their ability to learn robust and generalizable data embeddings that can be effectively transferred and fine-tuned for a wide variety of downstream tasks, ranging from automated disease detection and tissue characterization to quantitative biomarker analysis and pathological subtyping.

Healthcare 103

Healthcare Scripts Benchmark SaaS 103

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

AWS Machine Learning

JANUARY 24, 2025

These steps might involve both the use of an LLM and external data sources and APIs. Agent plugin controller This component is responsible for the API integration to external data sources and APIs. Amazon Cognito complements these defenses by enabling user authentication and data synchronization.

APIs 109

APIs Scripts Best practices Management 109