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

PeopleMetrics

JANUARY 23, 2025

Example: A retail chain sees declining CSAT scores for its online checkout process. Example: A telecom provider notices low CES scores in its contact center. Example: An e-commerce company analyzes CSAT feedback using AI. Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys.

Metrics 118

Metrics Surveys SaaS Wait times 118

AWS Machine Learning

JUNE 16, 2022

Zendesk is a SaaS company that builds support, sales, and customer engagement software for everyone, with simplicity as the foundation. Customers like Zendesk have built successful, high-scale software as a service (SaaS) businesses on Amazon Web Services (AWS). Take for example the use case of customer support platforms.

SaaS 138

SaaS Engineering Personalization Enterprise 138

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

B2B 114

B2B SaaS B2C Upselling 114

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

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

PeopleMetrics

JANUARY 31, 2025

Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys. Example: A global hotel chain uses AI to analyze guest feedback across surveys, TripAdvisor, Google reviews, and its contact center.

B2C 98

B2C B2B Airlines Surveys 98

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

VirtualPBX

MAY 18, 2021

VirtualPBX has excelled in the communications industry for more than 20 years, and this past week, our COO, Lon Baker, was invited to the SaaS District podcast to explain how our company came into being. This use of our own product is reflected in how customers have adapted to, for example, situations like the COVID-19 pandemic.

SaaS 98

SaaS Marketing Customer Support Management 98

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. Next, we’ll share six keys to effective SaaS customer engagement.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

PeopleMetrics

JANUARY 21, 2025

The formula for NPS is simple: NPS = (% of Promoters) - (% of Detractors) For example, if 60% of your customers are promoters and 20% are detractors, your NPS is 40. Example: A SaaS company notices its NPS drop. Example: An e-commerce platform uses AI to analyze promoter behavior.

Metrics 118

Metrics Benchmark SaaS Analytics 118

ShepHyken

JULY 31, 2017

Here are a number of examples of how the hotel industry can deliver better service and a customer experience. The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants by Andy Mura. Userlane) The evolution of SaaS organizations that focus on customer experience and customer success.

Customer Service 0

Customer Service SaaS Benchmark Technology 0

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 also added features that gave recognition to customers.

SaaS 98

SaaS Gamification Best practices Feedback 98

Help Scout

SEPTEMBER 21, 2021

No matter what type of customer success team you’ve built, we have guidance and real-world examples of helpful ways to write your customer success specialist job description to start drawing in qualified candidates. Learn from those examples, and apply the elements that fit for your team and situation.

Education 104

Education Accountability Benchmark Sales 104

AWS Machine Learning

JULY 6, 2023

A number of AWS independent software vendor (ISV) partners have already built integrations for users of their software as a service (SaaS) platforms to utilize SageMaker and its various features, including training, deployment, and the model registry.

SaaS 90

SaaS Accountability APIs Engineering 90

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

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

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Understanding the nuance behind Customer Success metrics will help you build consensus around which numbers are the best numbers to track for your SaaS company.

SaaS 94

SaaS Metrics Customer retention Construction 94

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. NRR matters to SaaS executives and investors.

SaaS 98

SaaS Metrics Customer retention Upselling 98

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

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

ChurnZero

JULY 22, 2021

In this article, we cover the top considerations for identifying that best fit, as well as examples of expansion scenarios for applying the rules. For example, let’s say you offer two distinct products – Product A and Product B – that fall under the same Solution umbrella. Rules of Engagement Scenario Examples.

Sales 98

Sales Upselling Enterprise SaaS 98

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 107

Enterprise APIs Government Accountability 107

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

Beyond Philosophy

DECEMBER 10, 2021

For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. For example, Software as a Service (SaaS) companies have a net revenue retention rate, a well-defined component that links to SaaS companies’ market valuations. Several industries use this metric already.

Airlines 273

Airlines Metrics SaaS Accountability 273

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

Contact Center Pipeline

JUNE 3, 2021

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use and operate contact centers, for example, are rapidly adopting cloud-based services as they rethink their technology strategies in response to economic trends and industry changes.

Contact Center 162

Contact Center SaaS Enterprise Technology 162

AWS Machine Learning

OCTOBER 29, 2024

We walk through the key components and services needed to build the end-to-end architecture, offering example code snippets and explanations for each critical element that help achieve the core functionality. You can invoke Lambda functions from over 200 AWS services and software-as-a-service (SaaS) applications.

Engineering 105

Engineering APIs Sales Enterprise 105

ShepHyken

MAY 11, 2018

Amazon is a fantastic example of digital retail moving to the traditional space while many brick-and-mortar businesses are moving online. One of the best examples of convenience is UBER that changed the way a common man travels. Business are recognizing the importance of creating a balance between the two sales funnels.

Customer Service 260

Customer Service B2B Customer centricity SaaS 260

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. Here is an example of a journey. The post How to set baseline SaaS onboarding metrics appeared first on ChurnZero.

Metrics 98

Metrics SaaS Surveys Self service 98

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 275

Surveys Customer Service B2B SaaS 275

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

Totango

MAY 27, 2022

Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Why Are SaaS Businesses Opting for Product-led Growth Strategies?

SaaS 126

SaaS Customer retention Sales Marketing 126

AWS Machine Learning

JANUARY 31, 2025

Through practical examples, we show you how to adapt this FM to these specific use cases while optimizing computational resources. This diagram illustrates the solution architecture for training and deploying fine-tuned FMs using H-optimus-0 This post provides example scripts and training notebooks in the following GitHub repository.

Healthcare 95

Healthcare Scripts Benchmark SaaS 95

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

ShepHyken

NOVEMBER 13, 2020

You might understand the first two examples, but what about the third? Su loves writing about all things tech and his experience with various SaaS businesses has enabled him to carry his passion for writing into the tech industry. It tells a lot more about the experience of a customer.

Feedback 253

Feedback Customer Experience Surveys Construction 253