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

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

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 Best practices Customer Support 83

Nicereply

OCTOBER 16, 2024

For example, if you’re a SaaS company, you wouldn’t be able to offer a freebie product with each purchase. Regularly gather feedback through surveys, reviews, or direct interactions. Educate You could also educate, entertain, and provide value. Gather their feedback. Use this feedback to improve your offerings.

Education 52

Education Entertainment Feedback Chatbots 52

CSM Magazine

MARCH 28, 2025

The integration of real-time loyalty programs or decentralized feedback tools opened the door for customer service platforms to build on Solana. For example, a mid-size European SaaS firm pilot-tested Solana-based smart contracts for SLA validation and was able to decrease the amount of work needed to be done manually by 60%.

Customer Service 52

Customer Service Education CRM Healthcare 52

TeamSupport

JUNE 28, 2019

Here are a few reasons why SaaS customer onboarding is seeing a surge in popularity and why it’s valuable to software companies: Good onboarding reduces customer churn – Simply put, providing an inadequate onboarding experience increases the chance that customers will leave your business. Your SaaS customer support team.

SaaS 68

SaaS Morale B2B Feedback 68

Callminer

AUGUST 1, 2017

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. They don’t do anything else except maybe monitor a few calls and give some feedback.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She has 10+ years of B2B & B2C marketing experience in various sectors such as SaaS, e-commerce, education, and consumer goods.

Customer Service 206

Customer Service B2C B2B SaaS 206

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. These might include providing product feedback or internal collaboration.

SaaS 52

SaaS Upselling Enterprise industry standards 52

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer. Intangible value – Positive customer feedback.

SaaS 66

SaaS B2B Education Metrics 66

Nicereply

OCTOBER 11, 2024

How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. If you have a SaaS or Tech brand, check out G2 and Capterra. Also, the customer found significant value in SoFi’s educational content on alternative investments.

Customer retention 52

Customer retention Surveys Feedback Education 52

Amity

DECEMBER 9, 2016

Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. Here at Thinkific, our marketing team checks in on the NPS feedback that comes in, and everyone at the company (even our CEO, Greg!) Winning Headline.

Marketing 109

Marketing SaaS Sales Surveys 109

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. There should be an open feedback loop. For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.” Episode highlights. These should be very in sync.

Metrics 98

Metrics SaaS Surveys Self service 98

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ProProfs Blog

JUNE 3, 2019

If you’re working for a SaaS company like us, customer success is a bit more critical. As a humble suggestion, I can say that, if you’re a manager at a customer success department you should try hard to constantly educate your team. Collect Feedback. Related Read: The Importance of Collecting Customer Feedback. #9.

B2C 150

B2C Feedback B2B SaaS 150

ChurnZero

FEBRUARY 15, 2022

Customer education is an essential aspect of developing loyal customers. It’s a core approach to customer lifecycle stages, from engaging and educating prospects to creating user-focused education after a purchase. What is customer education and what does it look like? What is customer education ?

Education 52

Education Best practices Sales Analytics 52

ChurnZero

JUNE 6, 2024

As SaaS products become more powerful and sophisticated, customer education grows ever more essential to your company’s success. If you’re not already providing a customer education program, this is the time to start, says Darren O’Connor , director of client advocacy at Absorb Software. Begin with the end in mind.

Education 52

Education SaaS Feedback Metrics 52

ChurnZero

JUNE 6, 2024

As SaaS products become more powerful and sophisticated, customer education grows ever more essential to your company’s success. If you’re not already providing a customer education program, this is the time to start, says Darren O’Connor , director of client advocacy at Absorb Software. Begin with the end in mind.

Education 52

Education SaaS Feedback Metrics 52

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Implement a Customer Feedback Loop. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy.

Customer retention 52

Customer retention SaaS Education Feedback 52

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. Always Listen to Feedback. Timing is essential.

Management 98

Management Upselling SaaS Education 98

ChurnZero

FEBRUARY 15, 2022

Customer education is an essential aspect of developing loyal customers. It’s a core approach to customer lifecycle stages, from engaging and educating prospects to creating user-focused education after a purchase. What is customer education and what does it look like? What is customer education ?

Best practices 52

Best practices Education Sales Analytics 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

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Max started his sales career path in Udemy, an online education startup where he had to create a sales process from scratch with the least amount of resources. Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell .

Sales 129

Sales SaaS CRM B2B 129

ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Start with: CSM Mastermind: Sharing Customer Feedback Effectively. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). But wait: there’s more (online education).

Journey mapping 98

Journey mapping SaaS Customer centricity Education 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

PeopleMetrics

JANUARY 13, 2017

When you are selling a SaaS product, you really need to think about what you’re actually selling. It seems like an obvious truth (after all, they are called Software-as-a-Service products), but many SaaS companies lose sight of the service side of things - they strive toward the goal of a no-touch sales organization. Trust the Metrics.

SaaS 54

SaaS Benchmark Metrics Education 54

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. Winners are to be announced on June 8-9.

Chief Customer Officer 98

Chief Customer Officer SaaS Education Technology 98

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Managing your customers and their success path as a SaaS company is a meticulous process. SaaS businesses across the globe lose a chunk of their revenue due to poor customer service or experience.

SaaS 52

SaaS Upselling Education Accountability 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

Education Services Group

MARCH 24, 2021

DIY, or well, self-service as we call it, is the future of customer retention in SaaS. Customer feedback tools. Customers will always have feedback to share, whether it’s prompted or unprompted. There’s ZERO downside to asking for customer feedback early – and often. When to implement : Immediately. Increased retention.

SaaS 52

SaaS Self service Feedback B2B 52

Totango

APRIL 8, 2020

Onboarding is the process of educating your customer about your product so they can independently incorporate it into their daily workflows. Renewal is the lifeblood of SaaS and subscription enterprises, but it is not exclusively tied to a date and a cycle. Onboarding. Escalation.

Customer Experience 106

Customer Experience Enterprise Education Accountability 106

Nicereply

MAY 23, 2022

When you look at all the venture money coming into companies in Canada, especially in SaaS. I really believe it’s everyone’s responsibility to scale support and my role is to educate the business on how we do that. Listen to your managers and agents and take feedback from other departments. Brendan: Listen to the team first.

SaaS 98

SaaS Education Feedback Metrics 98

Playvox

AUGUST 4, 2022

Whether you’re tagging your customer feedback manually or using an automated tagging solution , you’ll need to build a robust content tagging taxonomy to act as an overarching framework and help you organize and understand your tagged data. For your first-level tags, think about the broad areas your customer feedback tends to fall into.

Feedback 52

Feedback SaaS Surveys Education 52

Amity

SEPTEMBER 25, 2017

I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. Analyzing feedback and ticket trends is a good way to predict where the customer is heading and keep yourself relevant so they don’t outgrow you.

B2C 0

B2C SaaS B2B Accountability 0

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!

Feedback 52

Feedback Customer centricity Education SaaS 52

ChurnZero

JANUARY 28, 2022

SaaS is fast paced and everchanging, much like your organization’s tech stack. Collect feedback and adapt. So, I’d like to give a quick shoutout to Lauren Dill , Director of Success & Services at Ellevation Education, and Kelly Jo Drey , Partner Success Operations Manager at FreeWill. Collect Feedback and Adapt.

SaaS 98

SaaS Feedback Coaching Education 98

ChurnZero

NOVEMBER 22, 2019

There are relatively few conferences for Customer Success professionals and there is a hunger and demand for these gathering events that educate, network and inspire. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17