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

Totango

JANUARY 31, 2019

Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. In order to do that, you need to use the right SaaS customer engagement metrics. Constantly educate your customer about your services.

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SaaS Metrics Accountability Education 79

Callminer

OCTOBER 11, 2018

Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Educating on self-service results in a better customer experience. In our industry, this would include student enrollment data being shared from higher education partners (colleges and universities). Ben M Roberts @Roberts_Ben_M.

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Call Center Metrics Contact Center Wait times 561

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. Why SaaS Customers Churn. Rapidly Onboarding.

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SaaS Upselling Customer retention Benchmark 76

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Marketing department: Create educational content for customers.

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SaaS Best practices Enterprise Finance 77

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education and most positive action: a desire for change. The same principle applies to customer education.

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Education SaaS Real estate Self service 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.

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SaaS Morale B2B Feedback 68

ShepHyken

JUNE 10, 2016

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. Further acknowledging the fact that giant companies in the hospitality industry are usually long-lived, any budding startups should learn as much from them in order to survive.

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Best practices Customer Service SaaS Education 204

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.” The post How to set baseline SaaS onboarding metrics appeared first on ChurnZero.

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Metrics SaaS Surveys Self service 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 ?

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Education Best practices Sales Analytics 52

ShepHyken

NOVEMBER 25, 2022

She has 10+ years of B2B & B2C marketing experience in various sectors such as SaaS, e-commerce, education, and consumer goods. When done well, customer service equips your organization to retain customers in the long term, increasing CLV. . Deniz Kuran is the Head of Marketing at Idiomatic.

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Customer Service B2C B2B SaaS 216

CustomerSuccessBox

MARCH 7, 2022

Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. SaaS renewal’ is a term relating to Software-as-a-Service companies that operate with a subscription-based financial model. How is the renewal process important in SaaS? Renewals Manager.

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SaaS Upselling Customer retention Accountability 52

Amity

DECEMBER 9, 2016

Using Workplace by Facebook as their corporate communication platform, their support team will post a status update in a group that marketing can leverage to create content aimed at educating and helping more customers at scale. Here’s the comparison: Control. Winning Headline. Do you send out NPS surveys? (If

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Marketing SaaS Sales Surveys 109

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 ?

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Best practices Education Sales Analytics 52

Strikedeck

DECEMBER 18, 2020

Vincent Manlapaz, in an interview with Steve McDougal as he shares his insights on why relationships are won or lost during key moments.

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Education Customer advocacy SaaS Customer Experience 98

Totango

OCTOBER 11, 2021

Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Continuous Education. Continuous onboarding depends on a process of continuous education. Personalized Communication. Some types of personalized communication are already widespread.

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Education SaaS Accountability Enterprise 99

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.

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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.

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Education SaaS Feedback Metrics 52

CustomerSuccessBox

APRIL 18, 2022

The best way to persevere within the SaaS industry is through better networking and productive collaboration. Here’s a simple curated list of Top 10 SaaS conferences of 2022 that you can add to your calendar and learn from the best! A planned two-day event is important considering the future of SaaS businesses. CXO Summit.

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SaaS Education Technology Marketing 52

ChurnZero

APRIL 21, 2023

Enter digital customer education. In our webinar, “ Unlocking the power of customer education ,” Steve Cornwell, CEO of Northpass, and You Mon Tsang, CEO of ChurnZero, share five of the best use cases for digital customer education in CS and how to build your own program. Q: Have you fully transitioned from traditional (e.g.,

Education 52

Education Self service SaaS Enterprise 52

CustomerSuccessBox

MARCH 23, 2022

“You cannot buy engagement, you have to build engagement” Whether or not your SaaS company provides huge customer success, it is substantial that a customer engagement model oversees proactive engagement with clients. Typically in SaaS, there are two major portions of the customer journey. Hybrid Customer Engagement Model.

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SaaS Education Accountability Enterprise 52

CustomerSuccessBox

OCTOBER 19, 2021

The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. What is customer education? Customer Education is the training you give your customers that help them use and find value from your product. Why is customer education important?

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Education Consulting Consulting Management 52

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! How AI helps SaaS companies connect with customers in the moments that matter most.

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SaaS Multichannel Upselling Chatbots 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. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy. Start a Customer Education Program.

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Customer retention SaaS Education Feedback 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

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

CustomerSuccessBox

JUNE 9, 2021

Plus, here’s a reason Why your SaaS might need an onboarding specialist? Bonus Tip: 5 Steps to defining a perfect Customer Onboarding process for a SaaS Customer. The post Who should manage customer onboarding in a SaaS company? appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox.

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SaaS Management Upselling B2B 52

Totango

APRIL 16, 2019

That’s why customer success teams need to continually educate customers about useful features and demonstrate the product’s value long after onboarding. If your routine adoption rates are low, it could mean that some of your features are difficult to use and you may need to offer more customer education.

Enterprise 76

Enterprise SaaS Social media contact Education 76

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

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. Timing is essential. Set Pricing With Customer Expansion in Mind.

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Management Upselling SaaS Education 98

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. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). But wait: there’s more (online education). 1: SuccessHACKER. CS Operations: Strategies, Tactics & Goals (RYG Leadership Hour).

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Journey mapping SaaS Customer centricity Education 98

Totango

OCTOBER 11, 2021

Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Continuous Education. Continuous onboarding depends on a process of continuous education. Personalized Communication. Some types of personalized communication are already widespread.

Education 80

Education SaaS Accountability Enterprise 80

CustomerSuccessBox

MARCH 14, 2022

Closing a SaaS sales deal could take a hefty time depending upon a lot of factors. Especially in the SaaS industry, where customer retention is the lifeblood of the SaaS business, you need to make sure that you provide an outstanding experience to your customers by planning a smoother post-sales process with a clear-cut checklist.

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CRM SaaS Sales Journey mapping 52

CustomerSuccessBox

JUNE 30, 2021

Going reactive to proactive has been the mantra for customer success for all SaaS businesses. Shifting from reactive to proactive in customer success is important for SaaS companies because their subscription-based business model demands to keep customers happy over the long haul. Silence in customer success can be deafening.

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SaaS CRM Education Sales 52

Education Services Group

JANUARY 13, 2023

As businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. There’s a term for when a business takes the leap from traditional to SaaS: swallowing the fish. 5 tips for CS leaders managing the transition from traditional to SaaS.

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SaaS Enterprise Best practices Sales 52

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.

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SaaS Metrics B2B Enterprise 52

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Short termism educates the customer on how to ‘beat the system’ e.g. only place orders at the end of the quarter; only buy when there’s an offer.

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Customer centricity Automotive Finance Marketing 183