Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. How SaaS Enterprises Can Streamline New User Onboarding. Proactively Optimizing SaaS Onboarding.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

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

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. How exactly do you get customers to embrace your product instead of simply moving them through the motions and hoping something sticks? Segment for Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Sales 98

ChurnZero

NOVEMBER 9, 2021

When trying to figure out how to best improve customer experience , you should be mindful of the entire customer journey. Keep reading for our tips on how to improve customer experience at your SaaS company. A less than ideal onboarding process can negatively impact the SaaS customer experience.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

SaaS 96

SaaS Feedback Surveys B2B 96

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Knowing how to capitalize on these opportunities can give you an advantage over competitors. 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.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ShepHyken

OCTOBER 26, 2021

Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback.

SaaS 201

SaaS B2B Consulting Consulting 201

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. There should be an open feedback loop. How do you centralize all of that? These should be very in sync. What do you do with it?

Metrics 98

Metrics SaaS Surveys Self service 98

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. How to Calculate your NPS?

Surveys 146

Surveys Feedback Metrics Customer retention 146

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

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. How to calculate metrics to measure customer success properly. How to improve the metrics for measuring customer success. How to Measure Customer Churn Rate? Customer Churn Rate Formula: How to Improve Customer Churn Rate?

Metrics 142

Metrics Customer retention SaaS Surveys 142

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. 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.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Nicereply

NOVEMBER 21, 2022

Considering that the SaaS industry is a competitive one, customer retention is crucial. That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions. Why is Customer Retention Critical for SaaS? How to Calculate CRR?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

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. They can resolve tickets faster and focus on how to make customer service better. This is where you realize the importance of help desk software.

SaaS 109

SaaS Airlines Customer retention Finance 109

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. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies.

B2B 88

B2B SaaS Education Brand ambassadors 88

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 74

Feedback Benchmark Surveys Analytics 74

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. This shows just how important user adoption is for your bottom line.

SaaS 94

SaaS B2B Accountability Marketing 94

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 Customer Support Best practices 83

ChurnZero

MAY 30, 2024

If you already have one, investigate which features and tools are already at your disposal and educate yourself on how to manage the system. You can always scale your educational offerings later with new tools. 3: Collecting customer feedback to optimize your education program. Customer feedback can be an emotional rollercoaster.

Education 107

Education Feedback Entertainment Metrics 107

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. How to Identify a Customer Expansion Opportunity. Timing is essential.

Management 98

Management Upselling SaaS Education 98

ProProfs Blog

AUGUST 21, 2020

Since most stores and offices are temporarily shut, customers don’t know how to reach out to their favorite brands. After the exchange, the rep shares a link with you to share your feedback, and you could not feel more respected and delighted. Watch this video : How to create a course in less than 5 minutes. .

Sales 158

Sales Morale Personalization Scripts 158

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. In this article, let’s explore what data can help support be more effective and how to get that data to your agents. Feedback Context. Data is everywhere!

SaaS 118

SaaS Self service CRM Feedback 118

ChurnZero

NOVEMBER 18, 2021

They need to not only understand how to do something, but also why they’re doing it (what’s in it for them?). In this article, I share my mantra for learning that guides my work, as well as how to ensure your education program engages students and drives lasting change. Even if they dislike the system, at least they know how to use it.

Education 98

Education SaaS Real estate Self service 98

Nicereply

DECEMBER 17, 2024

SaaS companies accomplish this in a multitude of ways, from providing excellent customer service to ensuring their product meets user needs. One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). Product Usability SaaS platforms often involve intricate features and workflows.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. He shares how organizations can identify and solve customer pain points. How to identify customer pain points?

Advertising 120

Advertising SaaS Multichannel Wait times 120

Beyond Philosophy

DECEMBER 10, 2021

Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Want to know more about how to do the same? Reichheld says the title reflects how the book is about living a purpose-driven life as an individual, team, and company. Buy his book!

Airlines 273

Airlines Metrics SaaS Accountability 273

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

ProProfs Blog

DECEMBER 22, 2020

As SaaS-based tools gained more popularity for their speed and better management features, businesses had to rethink support strategies. Live chat also enables you to capture customer feedback once a conversation comes to an end via post-chat form. Read More: How to Get Customer Feedback Using Live Chat.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

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. In this guide, we outline what survey fatigue is, what causes it, and how to avoid it so you can make the most of your feedback program.

Surveys 98

Surveys Feedback B2B SaaS 98

ChurnZero

JANUARY 28, 2022

SaaS is fast paced and everchanging, much like your organization’s tech stack. Because when we don’t know how to start or where to start, we tend to avoid the task altogether. Collect feedback and adapt. Instead, consider using a phased approach that allows you to consolidate feedback and drive meaningful change early on.

SaaS 98

SaaS Feedback Coaching Education 98

ProProfs Blog

MARCH 20, 2020

Also, they provide awesome feedback. . In this post, we’re showing how your CAC may impact the business results, why you should keep track of it, and how to do so to make sure your business is on the right path. . How to calculate CAC? How to keep it at an optimal level and stay on top of it? . Let’s start!

Sales 137

Sales Marketing Finance Advertising 137

ChurnZero

JULY 19, 2022

SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. Use this guide on how to improve free trial-to-paid conversions to help you increase your SaaS free trial conversion rate. How to calculate your SaaS free trial conversion rate.

SaaS 52

SaaS Feedback Personalization Upselling 52

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

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. 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