CSM Magazine

MAY 17, 2021

Value of cloud-powered collaboration: contact centres see how cloud solutions have empowered their remote, decentralised workforces, giving employees flexibility while enhancing communication and collaboration.

Employee engagement 96

Employee engagement Analytics Surveys SaaS 96

ProProfs Blog

SEPTEMBER 20, 2019

An issue tracking software based on SaaS enables your operators to track all customer issues and requests – all in the same place. Reduces Employee Attrition Rate. Employee engagement is critical to reducing the employee attrition rate. Your employees need to realize why is good customer service important.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

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

delighted

MARCH 15, 2019

A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Here are 7 tips for designing an effective VoC program that ensures you’ll get actionable feedback for improving your customer experience. Ensure your VoC program is set up for success. transaction).

Surveys 75

Surveys Benchmark B2B Feedback 75

SharpenCX

JANUARY 23, 2020

Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work.

Coaching 98

Coaching Contact Center Benchmark Management 98

Help Scout

JULY 20, 2021

Apple encourages its employees to understand the “why” behind the purchase a customer is making. Instead of customers just coming in, choosing a computer, and leaving, Apple employees engage in conversation or “discovery” with customers during the buying process.

Sales 145

Sales Feedback Metrics Surveys 145

CX Journey

MARCH 17, 2016

Discover the importance of employee engagement and happiness in driving customer delight. Happy employees lead to happy customers, and delighted employees lead to ecstatic customers. In other words, the higher the level of employee engagement, the better the ratings from customers.

Employee engagement 52

Employee engagement Inbound sales Surveys Feedback 52

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. For one of our clients in the SaaS space, frontline folks are incented on annual targets related to renewal. Providing Agent Feedback.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

ProProfs Blog

JULY 20, 2021

You can choose from interesting templates like customer satisfaction surveys , employee engagement surveys , healthcare surveys, education surveys, non-profit organization surveys, and much more. This includes: No option for a popup survey to collect feedback from your website visitors. Very short free trial period of 7 days.

Surveys 78

Surveys Feedback Real estate Enterprise 78

BlueOcean

OCTOBER 4, 2021

So much of employee engagement depends upon the employee’s understanding of how critical their individual role is to the success of the team. For one of our clients in the SaaS space, frontline folks are incented on annual targets related to renewal. Providing Agent Feedback.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

CustomerSuccessBox

AUGUST 22, 2021

During the whole journey, you can do this by sending feedback forms. by offering a chance to provide feedback on services and tracking customer activities. Collect Feedback and act on it. Bonus Tip: 6 Exclusive Hacks To Accelerate Customer Retention For Your SaaS. And knowing how they feel about your product.

Customer Experience 52

Customer Experience Management SaaS Employee engagement 52

CSM Magazine

JUNE 1, 2021

Employee engagement programs, like recognition and more tailored coaching, can improve service delivery and reduce attrition rates. With Medallia, organizations can empower their frontline team with real-time, agent-level feedback. Medallia is the pioneer and market leader in customer, employee, citizen and patient experience.

Surveys 52

Surveys SaaS Coaching Employee engagement 52

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 60

Customer Experience Journey mapping B2C B2B 60

Netomi

JANUARY 5, 2022

She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. He helps SaaS companies grow by taking full advantage of the SaaS business model and unique distribution methods this model allows. . Churn is Coming: 12 Learnings From a Survey of SaaS CxOs.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Nicereply

AUGUST 22, 2019

The acronym “SaaS” has been used since the 1960s as a short-hand description of Software as a Service. Increased Employee Engagement. Feedback often appears as public comments under social posts and care teams are seizing the opportunity to actively find them and offer public, personal responses,” Lee writes.

outsourcing 68

outsourcing Customer Support Scripts Call Center 68

Amity

AUGUST 5, 2016

In that role, I’m responsible for ensuring that we’re delivering value to our customers, making sure they see the results of their recognition programs, and the value of their employee engagement efforts through our partnership. How did you get started in Customer Success and what was your path into your current role?

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

Squelch

JUNE 4, 2019

With the rise of SaaS , we began to really see the need for customer success. So it’s a different mindset in terms of how you provide value and ensure that engagement, partnership, and value continue. I got into the SaaS world with Success Factors in 2000. You’re a pioneer in customer success. There is absolutely a link.

Chief Customer Officer 40

Chief Customer Officer Employee engagement SaaS Accountability 40

ClientSuccess

NOVEMBER 3, 2017

He realized providing managers with resources and training for great 1:1’s and making it required would have a positive impact on employee engagement (which they wanted to improve). Ultimate Guide to SaaS Customer Success Metrics. After this question, the switch flipped in his mind. Join the CSM from the Trenches Community.

Best practices 44

Best practices SaaS Employee engagement Metrics 44

CSM Magazine

DECEMBER 6, 2023

Say you run a digital marketing agency that serves SaaS companies. If your customer success reps are trained, they’ll have a good understanding of the SaaS marketing strategies, SEO, pay-per-click advertising, social media marketing services you offer. It will also lead to wasted resources and efforts.

Upselling 52

Upselling SaaS Advertising Coaching 52

Natalie Petouhof

FEBRUARY 5, 2016

The Telligent Community social software platform— which is available in SaaS, on-premises and now CaaS deployment models—enables customer service and digital marketing organizations within a business to create compelling, online, branded communities for customers, partners and employees to collaborate and engage. .

APIs 40

APIs Self service SaaS Analytics 40

delighted

JANUARY 7, 2020

For SaaS companies, in particular, they can expect to increase revenue by $1 billion. Albeit cliched, employees are consistently overlooked when it comes to the feedback that they can provide to leadership. Here’s how you can get started: Use eNPS to decipher how employees feel about your business.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

ChurnZero

OCTOBER 6, 2020

They help leaders connect the dots between engagement and performance with tools including employee surveys, goal setting and tracking tools, peer-to-peer recognition, real-time feedback, and robust people analytics. We’re excited to announce Quantum Workplace as the inaugural winner of the Adoption Hero award!

Banking 40

Banking SaaS Entertainment Customer advocacy 40

JustCall

APRIL 5, 2023

Agent scripting – Agents can be provided with predetermined scripts to increase customer engagement. 8×8 Overview 8×8 is a SaaS-based phone, video, chat, and contact center platform for businesses. Call recording – Calls are recorded for quality and training.

voip 52

voip Interactive Voice Response APIs Contact Center 52

SmartKarrot

APRIL 4, 2022

10 Tips for B2B SaaS Businesses to build a Customer-Centric DNA. For a B2B SaaS business to build customer centricity, the key is to ensure certain tips are followed. B2B SaaS companies need to have a strategic plan in place. Employee Engagement. Feedback for success. Have a plan in place.

Customer centricity 10

Customer centricity SaaS B2B Employee engagement 10

SmartKarrot

MAY 12, 2022

Lead, manage, and develop a team of remote CSM, Managers, and CSM’s focused on SaaS customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth. Meeting regularly with marketing to ideate and execute new employee engagement strategies.

Employee engagement 3

Employee engagement Best practices SaaS Accountability 3

SmartKarrot

JULY 26, 2021

CX Metrics are the KPIs used by a company to track customer feedback. Customer inputs/feedback should be taken seriously to improve CX. Keep your brand’s message simple and engaging. Ignoring the role of employees and their feedback. Digital is the way ahead for SaaS businesses!

Customer Experience 11

Customer Experience Journey mapping SaaS Employee engagement 11

SmartKarrot

MARCH 10, 2022

Today there is a need for digital adoption by CIOs in B2B SaaS companies. . Any B2B SaaS company needs to focus on CX to improve business outcomes. CIOs and CMOs (Chief Marketing Officer) the new buddies in the B2B SaaS company . Engagement is one aspect where CIO and CMO can collaborate.

Customer Experience 11

Customer Experience SaaS B2B Chief Customer Officer 11

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. . Emphasize employee engagement.

Management 10

Management Employee engagement B2B SaaS 10

SmartKarrot

SEPTEMBER 24, 2020

Being in the SaaS business, all of us grapple with this question: how do we set annual targets for Net Promoter Score ( NPS ) improvement. For this, you need to dive deep into customer feedback. Also, ensure reviewing feedback from both detractors as well as the passives. Once you do that, collect employee engagement data.

SaaS 10

SaaS Feedback Benchmark Advertising 10

SmartKarrot

OCTOBER 12, 2021

As a core leadership group working for a SaaS-based product company, running an effective customer experience team meeting is imperative. And, it is especially important for a SaaS-based company. Present: What is the customer feedback telling us? You can also address processes around customer feedback too.

Customer Experience 10

Customer Experience SaaS Government Accountability 10

SmartKarrot

SEPTEMBER 25, 2020

It’s important to respond to their comments and engage with them. Provide helpful customer feedback if they have questions. It’s a great way to engage customers and demonstrate that you’re paying attention to them. Run employee engagement programs to give them a sense of belonging. Read this complete guide.

Surveys 8

Surveys SaaS Employee engagement Feedback 8

Interaction Metrics

APRIL 10, 2025

Types of Survey Methods by Format These are the most recognizable customer surveysthe physical or digital delivery methods you use to gather feedback. Ideal for quick, on-the-go customer satisfaction feedback , especially after key actions (like a product purchase or feature use). Lets start with the basics.

Surveys 48

Surveys Feedback Metrics Healthcare 48

ProProfs Blog

JUNE 30, 2020

And who can resist an online quiz with instant feedback?” How to Revolutionize Customer Employee Engagement with Big Data and Gamification. Rajat Paharia talks about creating a human motivated system that helps you boost consistent engagement among partners, employees, and customers. ” –Newsday.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

Russel Lolacher

SEPTEMBER 27, 2022

In this episode of Relationships at Work, Russel chats with SaaS Head of Support and Training and emerging leader Reagan Helms on his experience in learning to lead by example. How receiving feedback is integral to being a leader. How has feedback been a part of your leadership moving forward? Russel Lolacher.

Personalization 52

Personalization Feedback Coaching Employee engagement 52