ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. A personal touch is important but it’s not necessary.

SaaS 106

SaaS Management CRM Sales 106

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office. SaaS Companies Return to Work Plans. Subscription Model.

SaaS 83

SaaS Surveys Upselling Customer retention 83

CustomerSuccessBox

SEPTEMBER 29, 2022

The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. B2B SaaS businesses typically rely on their decisions on investments or IT solutions on the reliability of the brand or product. In B2B SaaS, what does time to value mean? Enhance the user interface.

SaaS 52

SaaS Metrics B2B Enterprise 52

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

Callminer

APRIL 23, 2019

non-SaaS) e-commerce platform, you are still on the hook for ensuring that any related servers you control (be it your database server, PoS system software, credit card processing terminal, utility server or internet application server) are sufficiently secure and compliant.” – Jon C. Partners; Twitter: @ispartnersllc.

Best practices 159

Best practices Call Center Banking Contact Center 159

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

Lumoa

MARCH 20, 2018

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. We’re moving towards personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. So let’s start!

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

CustomerSuccessBox

OCTOBER 12, 2018

1:1 CSMs provide the clients personalized help as per their need and hence they should surely onboard their respective clients. To achieve these goals, if onboarding specialists are required, you should definitely hire them! The post Why your SaaS might need an onboarding specialist?

SaaS 61

SaaS Upselling Management Sales 61

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

LiveChat

NOVEMBER 21, 2016

In my latest post I wrote about why customer service is important , in this post I would like to tell you how you can take advantage of a personalization to create an even better customer service experience. One way to improve your customer experience is to personalize your product and service as much as you can. Smart move Asos! #2

Personalization 65

Personalization Customer Service SaaS Accountability 65

ChurnZero

APRIL 8, 2022

It’s the definitive Customer Success leadership summit. Honestly, it was an amazing in-person conference. Customer Success is a growing SaaS community. We love a celebrity keynote as much as the next person. 300+ in-person attendees including you and other Customer Success leaders (directors and above).

SaaS 98

SaaS Sales Personalization 98

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What could the right person do for your business and customer relationships? SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. For the most part, SaaS companies focus on ongoing revenue.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

CustomerSuccessBox

AUGUST 25, 2022

The SaaS space is ever-changing and growing. So, how does one keep up with the SaaS trends? Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. Suggested Read : Top 10 SaaS Conferences of 2022. Did you miss them? You’ve got nothing to worry about! TSIA World.

SaaS 52

SaaS Education Metrics Marketing 52

Amity

NOVEMBER 11, 2013

In the SaaS industry we transformed the delivery of technology from Hard Offerings to Soft Offerings over a decade ago. It’s instructive to contrast the relevant dictionary definitions: Cultivate : To foster growth. SaaS is a Soft Offering. The delivery model is pure SaaS. The marketing messages are pure SaaS.

SaaS 48

SaaS Entertainment Construction CRM 48

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. This reduction in cash flow is likely to increase rates of SaaS customer churn. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue.

SaaS 95

SaaS Customer retention Best practices Telecommunications 95

Totango

OCTOBER 30, 2024

For years, attainment was the sexiest word in SaaS. This person should also collaborate cross-functionally, building what I call a “Tiger Team”: Partner with marketing to plan customer campaigns and proactively marketing the value your platform offers to new prospects. What is the expected definition for successful implementation?

Upselling 62

Upselling Sales Accountability SaaS 62

Anexa BPO

MARCH 22, 2023

It originated in the early days of Software as a Service (SaaS) organizations, when many original users would test drive a service, and then cancel. In this context, “customer success” became the definition for not only retaining customers but encouraging them to purchase more.

Customer centricity 52

Customer centricity outsourcing SaaS Surveys 52

OctopusTech

SEPTEMBER 23, 2024

These two SaaS platforms are similar in that they both provide cloud capabilities and are user-friendly. You should definitely pick the greatest e-commerce platform if you want to create an online store that suits your needs and your company. Plus: personalized pricing, with monthly minimums of $2,300. Basic: $39 a month.

Enterprise 71

Enterprise Accountability SaaS Sales 71

CSM Practice

AUGUST 3, 2020

The larger the initial time and cost, the less it makes sense to transfer those relationships to a different person (CSM), and the more it makes sense to maintain the ownership of the relationships with the Sales Executive. What Boaz discussed is definitely more appropriate to the earlier phases when companies are tens or hundreds of people.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

delighted

APRIL 12, 2024

When customers receive personalized, well-designed surveys, they’re shown that you value their experience and time. Make sure to provide definitions for acronyms and terms that your respondents may not be familiar with. Use acronyms or business jargon.

Surveys 98

Surveys Feedback B2B SaaS 98

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Personalizing dashboard interfaces. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

ClientSuccess

JUNE 15, 2020

These past six months have brought on a slew of global challenges and changes, and SaaS organizations are definitely feeling the impact. One interesting focal point of the first half of 2020 has been the rise of remote work across many industries, but especially for SaaS-based technology organizations.

SaaS 80

SaaS Technology Accountability Personalization 80

Totango

AUGUST 28, 2020

A lot goes into crafting the ideal onboarding process for SaaS products. A Comprehensive SaaS Customer Onboarding Checklist. Design and implement a digital engagement strategy that allows for personalized messages to be sent at scale using automation. Why Optimizing Your SaaS Onboarding Matters.

SaaS 71

SaaS Enterprise Customer centricity Best practices 71

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 95

B2B Customer Service B2C Interactive Voice Response 95

ChurnZero

FEBRUARY 8, 2022

How ChurnZero helps SaaS companies onboard new customers. Operating a software marketplace used by more than 60 million software buyers annually, G2 is the definitive online destination to discover, review and manage the technology that businesses need to reach their potential. Explore ChurnZero customer reviews on G2 to learn more.

Chief Customer Officer 98

Chief Customer Officer SaaS Marketing Management 98

ChurnZero

AUGUST 10, 2020

. SaaS Mag announced their annual SaaS 1000 List – a ranking of the world’s fastest-growing SaaS companies, and ChurnZero Ranks No. SaaS Mag ranked ChurnZero, No. 31 on the 2020 SaaS 1000 List. Other SaaS notables in the Top 50 of the SaaS 1000 include Sendoso, Sertifi, Front, and 15Five.

SaaS 19

SaaS Customer retention Enterprise Marketing 19

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. Customer Success for B2B SaaS is a function of all departments with the obvious contributors being- Customer support, Onboarding specialist, and Customer Success team. Let me tell you why-.

Upselling 52

Upselling SaaS B2B Metrics 52

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. What is a Good NPS Score for SaaS? There are no definitive guidelines when assessing NPS scores for events – determining a good score can be challenging.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

ClientSuccess

MARCH 20, 2019

When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. Impact/Outcomes Achieved (Personal & Organizational ROI). Financial Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

CrazyCall

NOVEMBER 21, 2019

Table of contents: Definition of a customer. Definition of a client. First, I’ll explain the definition of client and customer (separately) so later we can clearly see how both are different. Definition of a customer. Definition of a client. Again, let’s start with a dictionary definition.

Real estate 73

Real estate Personalization Entertainment Advertising 73

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. Now, imagine having a great SaaS product where you are already providing the top-notch customer support, and somehow when the day of renewal comes your customer refuses to renew your subscription.

Management 52

Management Upselling SaaS Accountability 52

SmartKarrot

FEBRUARY 11, 2022

For every SaaS (Software as a Service) company, it is imperative to ensure that all customers derive benefits from their product. This is where the SaaS (Software as a Service) activation rate comes into the picture. As a B2B SaaS (Software as a Service) company, you need to showcase the value of your product as soon as possible.

SaaS 11

SaaS Feedback Benchmark Analytics 11

aircall

AUGUST 5, 2022

If you go beyond merely addressing prospects and successfully build a personal relationship with them, it’s only natural for contact quality to improve. Defining the types of leads they should nurture and follow up with and working as a team to implement automation and personalize their messaging. . The first step?

Sales 62

Sales SaaS Marketing Personalization 62