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?

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SaaS Journey mapping Upselling Best practices 117

ProProfs Blog

APRIL 17, 2020

The answer to these questions is – Asking Event Survey Questions! You can use the power of event surveys to know about attendees’ interests and expectations before the event and measure its success to know how much you were able to understand their expectations. Post Event Survey Questions. Mid Event Questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

delighted

DECEMBER 3, 2021

Enter survey automation. In this article, we’ll learn more about survey automation, why it’s so important for customer experience success, and how you can implement automation in your CX program today. Two types of survey distribution: Manual vs automated. Two types of survey distribution: Manual vs automated.

Surveys 97

Surveys APIs SaaS Engineering 97

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

ShepHyken

NOVEMBER 13, 2020

You might understand the first two examples, but what about the third? Running a more detailed survey targeted at users who were dissatisfied with your email service will reveal why it received a lower NPS score and you can work on improving it to the betterment of your overall customer experience. The Bottom Line.

Feedback 253

Feedback Customer Experience Surveys Construction 253

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

Beyond Philosophy

DECEMBER 10, 2021

He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. Furthermore, when employees don’t earn that praise, NPS will show what they should change.

Airlines 273

Airlines Metrics SaaS Accountability 273

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. Another important source of data is customer satisfaction surveys. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

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

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

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Surveys Feedback B2B SaaS 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

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

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. What is a post-purchase survey?

Surveys 96

Surveys Feedback Best practices Marketing 96

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 Best practices Gamification Feedback 98

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.

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Cloud contact Contact Center Surveys SaaS 86

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

ProProfs Blog

FEBRUARY 21, 2019

Conducting widespread research is no longer a time-consuming activity, companies have started adopting survey software to help conduct this research. We asked various customer experience experts how survey results have helped shape their marketing campaigns. Bruce Harpham B2B SaaS Content Marketing Consultant. The result?

Surveys 95

Surveys Marketing B2B SaaS 95

Nicereply

NOVEMBER 28, 2022

Let’s explore the best website survey questions & get the most out of your surveys with Nicereply! That’s where website surveys can bring in true value. Let’s explore what website surveys are all about and what are some of the best examples of questions you can ask your customers through website surveys.

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Surveys Feedback Customer effort SaaS 52

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Takeaway 1: Equity is hard to get right now, and very few people are doing it.

SaaS 52

SaaS Benchmark B2B Surveys 52

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. Voice of the Customer information , for example, can be of great benefit during onboarding but also comes with caveats.

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SaaS Upselling Enterprise Best practices 88

ProProfs Blog

MAY 15, 2020

In lieu of this, a better solution for taking feedback to improve your CX is Surveys! While the most important thing about surveys is you can get specific feedback about every aspect of your CX efforts. Let’s have a look at some of the benefits of surveys. Benefits of Surveys. Broad Data Collection. User Retention.

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Surveys Customer Experience Feedback Best practices 97

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. 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. Should we send out the survey at the end of onboarding?

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Metrics SaaS Surveys Self service 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.

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B2B SaaS Education Brand ambassadors 88

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. Rob]: Here’s an example. Is that the magic number SaaS businesses need to cross? .

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SaaS Metrics Surveys Customer retention 72

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. Watch the video or read the transcript below: Survey Distribution Methods. For example, are you making their work more efficient or more productive?

Surveys 78

Surveys SaaS Feedback B2B 78

Help Scout

JUNE 24, 2021

Getting someone to make a one-time purchase is difficult enough, but for SaaS companies that rely on repeat business, the task is even tougher. To help you make the right choice when it comes to tools, we’ve done some research to uncover the nine best help desks for SaaS companies. Key features to look for in a SaaS help desk.

SaaS 85

SaaS Self service CRM Analytics 85

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

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SaaS Best practices Upselling Journey mapping 78

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Amity

DECEMBER 9, 2016

Here’s an example of one their blog posts featuring testimonials from real customers: Content Marketing Manager Cara Hogan’s a big fan of keeping everything organized: “Because we categorize them by topic, it's easy to find exactly the right customer testimonial exactly when you need it. Do you send out NPS surveys? (If

Marketing 109

Marketing SaaS Sales Surveys 109

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Satrix Solutions

SEPTEMBER 15, 2020

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. In the context of a B2B customer survey, we’re referring to feedback gathered in response to open-ended questions (i.e. Why did you score us the way you did?”).

Surveys 78

Surveys B2B Feedback SaaS 78

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

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

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

Outsource Consultants

MARCH 18, 2025

By learning from these examples, businesses can approach outsourcing not just as a cost play, but as a strategic extension of their CX operations. CSAT surveys typically ask customers to rate their experience on a scale (often from 1 to 5). How Much Does Call Center Outsourcing Cost?

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Call Center outsourcing First call resolution Average Handle Time 67

ShepHyken

NOVEMBER 25, 2022

For example, if a customer buys a product from a company and then never interacts with the company again, that is a transactional relationship. . Businesses can collect this information through surveys, interviews, focus groups, and customer data.? . What Is Transactional Customer Service?

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Customer Service B2C B2B SaaS 206

aircall

APRIL 16, 2021

SaaS software, also known as cloud-based software, has now gone mainstream, making it easy for teams to leverage all the software programs they need to work collaboratively, wherever they are. Let’s look specifically at how SaaS software can help sync your sales and support teams so they work together in perfect harmony.

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SaaS Sales Coaching APIs 62