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.

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SaaS Customer Service Customer Support Best practices 83

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.

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SaaS Morale B2B Feedback 68

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 216

Customer Service B2C B2B SaaS 216

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.

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SaaS B2B Education Metrics 66

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.

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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.

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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

AskNicely

FEBRUARY 21, 2018

Note: This blog post is for educational purposes only, and is by no means to be considered legal advice. As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. Customer Feedback in the Age of the GDPR.

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Feedback Banking SaaS Education 60

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.

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SaaS Customer retention Metrics B2B 52

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).

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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.

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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.

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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.

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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.

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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.

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Customer Experience Enterprise Education Accountability 106

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 Accountability B2B 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!

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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

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

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Chief Customer Officer SaaS Education Best practices 70

Amity

JUNE 24, 2018

In the SaaS world, people aren’t looking to buy a product once and move on. Blue J Legal is a SaaS company that does exactly this by aligning their team around their customers. They use feedback to continually refine their product and the language they use by tailoring the product to the user as much as possible.

Customer centricity 79

Customer centricity Education SaaS Feedback 79

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the 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. ACT ON CUSTOMER FEEDBACK!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

MAY 6, 2021

As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. Increasing adoption through product education. Collecting customer feedback. Educate them about what your product can do to make sure their expectations are realistic given available resources.

Customer retention 75

Customer retention Best practices Education Benchmark 75

Education Services Group

AUGUST 25, 2023

The post Is the SaaS business equivalent to “girl math”? You’re making money when you return laptops for refunds after laying people off – free money! My Tesla is basically free because I never have to pay for gas (credit to Stephen Colbert) Disclaimer : other than ego, no bros were injured during the writing and reading of this piece.

SaaS 52

SaaS Sales Journey mapping Feedback 52

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect.

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Customer retention Feedback Surveys Metrics 125

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Always ask for BRUTAL and honest feedback. If you weren’t able to attend, no worries!

Education 66

Education Customer retention B2B SaaS 66

CSM Practice

JUNE 19, 2019

For example, we were hired to determine the best onboarding strategy for one of our SaaS clients that needed to scale their customer success operations. As such, it is no surprise that many SaaS companies offer train-the-trainer programs for their customers during the onboarding process. Formulating a Training Strategy.

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Education SaaS Feedback Accountability 67