Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey? What Are the Stages in a SaaS Customer Journey?

SaaS 117

SaaS Journey mapping Upselling Best practices 117

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback? Source: Broadly.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

Help Scout

JULY 20, 2021

In this post, we’ll explore the fundamental concepts of a customer-oriented culture, give some examples of customer-oriented companies and how they function, and break down the steps of how you can encourage a customer-oriented perspective within your team and company. Take, for example, the iPod.

Sales 145

Sales Feedback Metrics Surveys 145

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Read our guide here for the 8 SaaS onboarding best practices to step up your onboarding experience. Work Cross-Functionally During SaaS Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Upselling 98

ChurnZero

MAY 4, 2023

Companies operating in the SaaS space also stand to gain by borrowing a page from this playbook and striving to build a community online. Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success. We landed on a theme that made sense: a neighborhood.

SaaS 98

SaaS Gamification Best practices Feedback 98

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Customer feedback in marketing automation Do you have resources to communicate directly with your customers in a personally?

Feedback 110

Feedback Healthcare SaaS Coaching 110

ProProfs Blog

DECEMBER 27, 2018

Before we discuss how SaaS help desk software enables you to accomplish your business objectives, let us quickly learn what a help desk software tool is. This example of the e-commerce giant should indicate that your customer support team must never settle for 99%. This is where you realize the importance of help desk software.

SaaS 109

SaaS Airlines Customer retention Finance 109

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 119

Feedback APIs Engineering Surveys 119

Totango

DECEMBER 29, 2021

A customer-centric product roadmap meets the needs of today’s digital-driven SaaS market. Today’s SaaS customer makes purchasing decisions based on their digital experience of your brand. In the process, we’ll show you how technology can help you design a product roadmap geared toward your customers’ needs.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

ShepHyken

JUNE 10, 2016

I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service. Take Delta Hotels for an example. For example, at many hotels I’ve been in, customers are given what is promised and at the promised price.

Best practices 204

Best practices Customer Service SaaS Education 204

Nicereply

NOVEMBER 21, 2022

Considering that the SaaS industry is a competitive one, customer retention is crucial. Why is Customer Retention Critical for SaaS? However, it’s important, especially for SaaS businesses, to focus on retaining more customers rather than constantly acquiring new customers. Customer churn is inevitable. How to Calculate CRR?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. 6 user adoption strategies for B2B SaaS businesses.

SaaS 94

SaaS B2B Accountability Marketing 94

AWS Machine Learning

NOVEMBER 21, 2024

As generative AI models advance in creating multimedia content, the difference between good and great output often lies in the details that only human feedback can capture. Amazon SageMaker Ground Truth enables RLHF by allowing teams to integrate detailed human feedback directly into model training.

APIs 86

APIs Feedback Telecommunications Management 86

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

Beyond Philosophy

DECEMBER 10, 2021

For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. The book lays out some of the best practices for maintaining credibility for the Net Promoter System.

Airlines 273

Airlines Metrics SaaS Accountability 273

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

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. The customer should also have a place to share feedback. 5 Tips to Maximize the Customer Onboarding Experience. Assess Results.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Call Center Weekly

JANUARY 10, 2018

How does the SaaS customer experience differ from traditional business models? At some point, a prospect begins to narrow down selecting a purchase, for example, and at some point they buy. The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

AWS Machine Learning

NOVEMBER 7, 2024

In the first part of the series, we showed how AI administrators can build a generative AI software as a service (SaaS) gateway to provide access to foundation models (FMs) on Amazon Bedrock to different lines of business (LOBs). Take Retrieval Augmented Generation (RAG) as an example. The component groups are as follows.

Enterprise 106

Enterprise APIs Government Accountability 106

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. For example, let’s say a customer ordered body sprays from Bath & Body Works. Warby Parker is a great example of a brand that uses storytelling to build emotional connections with its customers.

Education 52

Education Entertainment Feedback Chatbots 52

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. An example: At ABC Website Company, we help companies and individuals build beautiful, impactful websites that their customers love.

Technical Support 103

Technical Support Engineering APIs Education 103

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

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. For example, an apparel retailer with detailed sizing guides and style tips helps shoppers make confident buying decisions, reducing the likelihood of returns or dissatisfaction.

Education 52

Education Upselling SaaS Self service 52

ShepHyken

MAY 24, 2019

If you are trying to get answers to ten questions, for example, you can ask one rotating question per person. Gaetano is the Director of Demand Generation at Nextiva with a proven track record of success working with B2B SaaS brands like Sales Hacker, Outreach.io, and Pipedrive.

Surveys 277

Surveys Customer Service B2B SaaS 277

ChurnZero

NOVEMBER 18, 2021

I’ll give you an example of how I apply this mantra to my teaching. But in the SaaS world – where users rely on technology to make their life easier – if users have to fight to understand the tools that were purchased to help them, they can quickly lose faith in them. Using Customer Education to Drive Product Adoption that Lasts.

Education 98

Education SaaS Real estate Self service 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. For example, “Enterprise Customer Success Manager”.

SaaS 52

SaaS Upselling Enterprise industry standards 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. Communicate your top advantages over your competitors on your pricing page. Here’s the comparison: Control. Winning Headline.

Marketing 109

Marketing SaaS Sales Surveys 109

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

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

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Feedback 78

Feedback Customer Experience SaaS Customer centricity 78

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. Collect Customer Feedback from Your Community. Inform Customers How You Use Their Feedback.

B2B 114

B2B Customer Experience B2C SaaS 114

ChurnZero

JUNE 17, 2022

For example, I’m an email provider, and a customer’s feature usage might look positive because they were hoping to extend their outreach. Bree : For this example, we’re talking about training. There should be an open feedback loop. Here is an example of a journey. That’s a great option.

Metrics 98

Metrics SaaS Surveys Self service 98

Nicereply

OCTOBER 11, 2024

How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. Take a look at the score breakdown on Beaches of Normandy’s review page below, for example. If you have a SaaS or Tech brand, check out G2 and Capterra.

Customer retention 52

Customer retention Surveys Feedback Education 52

ProProfs Blog

APRIL 17, 2020

Be it a small gathering, conference, sports event, fundraisers, trade shows, capturing the valuable feedback has become essential for businesses, associations, or even non-profit organizations. Depending on the event and the scope of feedback, the questions could be asked in different ways, like: Yes or no questions. NPS questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Example: Campaign A has a high call volume but campaign B has less calls and the agents that are assigned campaign B are not busy. Agents can also send feedback directly to script authors to further improve processes. Bill Dettering.

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 209

Customer Service B2C B2B SaaS 209