ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. Just not by the CSM.”.

Upselling 98

Upselling SaaS Sales Accountability 98

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

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Feedback loops are imperative to success. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

delighted

DECEMBER 3, 2021

Automating surveying ensures consistent, reliable customer feedback, and avoids the need to retrain staff as team members change over time. Centralizing : Pandium released a State of Product Integrations study at SaaS 1000 , which found that, of the 1k SaaS companies evaluated, most companies had over 15 different platform connections (ex.

Surveys 97

Surveys APIs SaaS Engineering 97

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

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Examples include: Search engine queries and ads. Social media posts.

SaaS 113

SaaS Journey mapping B2B Upselling 113

delighted

MAY 20, 2024

Once your engineers have deployed our code, update, disable or launch completely new surveys on your own, instantly. Any business with a digital experience, whether SaaS, ecommerce or other, can now scale completely bespoke feedback and research programs in their native environments.

Surveys 92

Surveys SaaS Feedback Engineering 92

Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking. But the SaaS vendor’s customers may see the practices of the best companies as unrealistic or irrelevant.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

AWS Machine Learning

JULY 24, 2024

This post is a joint collaboration between Salesforce and AWS and is being cross-published on both the Salesforce Engineering Blog and the AWS Machine Learning Blog. Salesforce Apex is a certified framework for building SaaS apps on top of Salesforce’s CRM functionality. Salesforce, Inc.

Engineering 128

Engineering CRM SaaS Sales 128

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. However, launching a SaaS company can be risky. for SaaS companies, compared to over 10% for paid advertising clicks.

SaaS 52

SaaS Metrics Advertising Upselling 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

Kayako

MARCH 9, 2017

Through product testing you can build knowledge of the products your company offers and start to see it from the perspective of your engineers. This will assist you in giving thorough feedback to customers who are asking for new features, or when querying if a feature isn’t working. Be the voice of the customer.

Customer Service 87

Customer Service Engineering Coaching Self service 87

CSM Magazine

JULY 22, 2021

B2Bs in the SaaS space today strive for agile growth. While good for business, this exponential growth makes it difficult for companies to collect feedback and insights from individual users and fully hone in on their customer experience. Online communities serve as content engines that follow a one-to-many principle.

Advertising 98

Advertising SaaS B2C Best practices 98

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 This is why customer success has evolved as a growth engine for software companies. Traditional Customer Success Software works on a traditional rule-based engine to generate early warning signs. Bonus Tip: What are customer journeys in SaaS? #9

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

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

CSM Practice

MAY 13, 2020

SaaS companies also need to shift their focus to customer success and operationalize customer-centricity. ? Get Updates about your Customer. Focus all your teams, including marketing, product development, engineering, and support on delivering even more value to existing customers.

Best practices 128

Best practices SaaS Customer centricity Finance 128

CSM Magazine

JANUARY 22, 2024

To address these challenges, many businesses rely on software as a service (SaaS) platforms that offer customer service solutions, such as chatbots, ticketing systems, live chat, knowledge bases, feedback tools, and more. According to a report by Grand View Research , the global SaaS customer service market size was valued at USD 261.15

SaaS 52

SaaS Customer Service Virtual Agent Chatbots 52

Lumoa

JUNE 19, 2018

1: Address the feedback quickly It shouldn’t come as a surprise that the more efficient your team is in solving the customer’s issue, the more satisfied the customer will be. Encourage leaving customer feedback both generally about your brand and also about a single important customer touchpoint. So how do you make that happen? #1:

Feedback 60

Feedback SaaS Customer centricity Coaching 60

Nicereply

OCTOBER 12, 2021

Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used. This question is especially important in a SaaS or IoT company. What data is most often requested from a senior support or engineering team to help solve a case?

SaaS 118

SaaS Self service CRM Feedback 118

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. We wanted to recognize those leaders who are helping Customer Success make a name for itself in SaaS by proving its purpose and potential. Follow Bill on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Amity

OCTOBER 28, 2014

Personally engaging users on a large scale is the biggest challenge facing SaaS companies right now. Amity provides clear visual feedback in the Lifecycle app – a yellow card indicates that the customer should complete that particular stage today and a red card indicates that they have been in the stage longer than the anticipated timeframe.

Engineering 48

Engineering SaaS Accountability Feedback 48

Totango

JANUARY 22, 2024

Most expect to see CS emerging as a growth engine. This is the moment for CS to rise to the occasion by focusing on securing retention and driving expansion, continuously working with customer results in mind, using adoption and feedback to drive advocacy, and embracing integration across the enterprise.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

Kayako

NOVEMBER 15, 2017

All companies should act like my new gym…but it’s particularly important in the world of SaaS. With subscription models ruling the waves in SaaS, our customers are only ever a few clicks away from joining competitors. According to the broadest surveys of the SaaS space , 5-7% annual churn is a respectable figure.

SaaS 79

SaaS Engineering Real estate Sales 79

ChurnZero

DECEMBER 14, 2022

The entries we received were outstanding, exemplifying the power of CS as a revenue-driving growth engine for SaaS and subscription businesses, and the potential of Customer Success software to fuel standout results. The Boulevard team partnered with ChurnZero to automate and integrate their workflows and initiatives.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

JustCall

JANUARY 22, 2020

We are excited to announce that JustCall is listed as the 14th fastest growing SaaS company in the $1M-$10M bracket and 31st overall. We are grateful to our customers who helped us shape the product with regular feedback. How JustCall differs from other SaaS companies and made it to the Latka’s list.

SaaS 40

SaaS Engineering Sales Feedback 40

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 95

Contact Center Engineering Calibration Coaching 95

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS.

B2C 0

B2C SaaS B2B Accountability 0

Lumoa

MAY 21, 2018

Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities". Sales need to understand the feedback per customer or customer group and ensure that the action plans are shared with customers.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

aircall

AUGUST 18, 2022

In every interview, engineers ask: “What’s your Tech Stack, and what tools do you use?”. The Aircall engineering team is nearly 200 people, organized in agile teams owning different business domains like Telephony, User Management, Dashboard, Integrations, and so on, with more than 30 teams in total. SaaS Tools. Harvestr.io

SaaS 62

SaaS Engineering APIs Management 62

Help Scout

SEPTEMBER 2, 2021

In our examples below, we’ve chosen to use a SaaS (software as a service) product that helps users build and design websites. Triaging technical tickets and bugs before they are sent to our engineering team. Working closely with product and engineering teams to prioritize customer solutions. React, Angular, etc.),

Technical Support 103

Technical Support Engineering APIs Education 103

Nicereply

MAY 23, 2022

When you look at all the venture money coming into companies in Canada, especially in SaaS. Listen to your managers and agents and take feedback from other departments. Seek out feedback and look for indicators. In a high growth SaaS environment, you often don’t have a lot of processes in place.

SaaS 98

SaaS Education Feedback Metrics 98

Amity

MAY 24, 2016

“Customer success in a SaaS or subscription business is all about teamwork, coordination and collaboration. Feedback touches a variety of areas of the business. The leaders of the customer success team should be able to interface with sales, marketing, product, engineering, support, services, finance, etc.

SaaS 84

SaaS Engineering Finance Metrics 84

ChurnZero

NOVEMBER 22, 2019

How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How to Close a Feedback Loop for an NPS Survey – Learn how to close your customer feedback loop and get the most from your NPS survey responses using these best practices.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

AWS Machine Learning

OCTOBER 2, 2024

This is often referred to as platform engineering and can be neatly summarized by the mantra “You (the developer) build and test, and we (the platform engineering team) do all the rest!” Malcolm Orr is a principal engineer at AWS and has a long history of building platforms and distributed systems using AWS services.

Government 125

Government APIs Enterprise Best practices 125

Solvvy

JUNE 22, 2022

When powered by these technologies, a chatbot works more like a conversation with another person rather than a search engine. Customer feedback. Collecting customer feedback is a great way to gauge sentiment about your brand. It becomes “smarter” the more it “talks” to people.

Chatbots 119

Chatbots Banking Self service Finance 119

CustomerSuccessBox

SEPTEMBER 4, 2019

The context of these emails will depend on the stage of the customer lifecycle – onboarding, implementation, post go-live feedback etc. The Engineering / Solutions team to work on technical/integration challenges. appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox. These teams include.

SaaS 78

SaaS Accountability Best practices Finance 78

AWS Machine Learning

JUNE 4, 2024

Terraform is an IaC tool that allows you to manage AWS resources, software as a service (SaaS) resources, datasets, and more, using declarative configuration. We welcome your feedback! Tyler leads Terraform provider engineering at AWS and is a Core Contributor for Terraform. Tyler Lynch is a Principal Solution Architect at AWS.

Scripts 130

Scripts Accountability Engineering Best practices 130