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). If you aren’t getting their feedback, you are sticking your head in the sand. Don't be like this guy.

SaaS 96

SaaS Feedback Surveys B2B 96

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 106

Best practices SaaS Journey mapping B2C 106

ProProfs Blog

OCTOBER 30, 2021

The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. That’s exactly what market segmentation is all about! With the help of certain shared factors, a wide population can be put into subgroups for targeted marketing. There’s more to it.

Marketing 142

Marketing B2B Advertising B2C 142

ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. LiquidPlanner. Stack Overflow.

SaaS 98

SaaS Customer centricity Metrics Education 98

ChurnZero

JANUARY 20, 2021

PieSync is a SaaS business that offers solutions to synchronize cloud applications. Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. Implementing a system that captures feedback from customers, leads and other prospects. This is often the case for many B2B SaaS businesses. “We

SaaS 98

SaaS Upselling B2B Metrics 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

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 Best practices Gamification Feedback 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. The customer service tool is integrated with survey maker to capture real-time customer feedback. This is where you realize the importance of help desk software.

SaaS 109

SaaS Airlines Customer retention Finance 109

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

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. When upgrading your product, marketing considerations also come into play. This can suggest the issues new features need to address.

Customer centricity 101

Customer centricity SaaS Upselling Metrics 101

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback. About Icebreaker.vc

Analytics 113

Analytics Marketing Customer Experience Telecommunications 113

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 105

Feedback Benchmark Surveys Analytics 105

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. Using Amazon Bedrock allowed Alida to bring their service to market faster than if they had used other machine learning (ML) providers or vendors.

Feedback 109

Feedback APIs Engineering Surveys 109

Beyond Philosophy

DECEMBER 10, 2021

Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. As a result, his stock portfolio tripled the market over the last decade. Scott Cook, Founder of Intuit, the software firm at $150+ Billion in market capital, started at Bain with Reichheld. Buy his book!

Airlines 273

Airlines Metrics SaaS Accountability 273

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. A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Quadient

JULY 25, 2022

Aspire Leaderboard Transforms its Grids for an Evolving CCM Market. The three major updates include: splitting the CCM grid into a separate AnyPrem and SaaS grid, introducing a new CXP (Communications Experience Platforms) grid, and expanding the dynamic grid filters. If you know Quadient, we act quickly on market feedback.

Marketing 95

Marketing SaaS Technology Feedback 95

VirtualPBX

JULY 18, 2024

Hear from guest blogger, Co-founder and CEO of Onilab, Art Malcovich, on what SMS marketing can do for your e-commerce. SMS marketing is another valuable tool for reaching potential buyers. SMS Marketing for E-Commerce Mobile devices are becoming integral in our lives. Why should you Integrate SMS Marketing in E-Commerce?

Marketing 105

Marketing Customer retention SaaS Sales 105

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 85

B2B SaaS Education Brand ambassadors 85

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

delighted

JUNE 29, 2021

Simply put, product/market fit is the ability of a product to satisfy the needs of a good market. The failure of a product to understand consumers and the external factors that affect their decisions is a failure to find the right product/market fit. An example of missed product/market fit. Now comes product development.

Marketing 95

Marketing SaaS Metrics Transportation 95

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

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. This information can segment customers, create targeted marketing campaigns, and provide a better overall customer experience. .

Customer Service 216

Customer Service B2C B2B SaaS 216

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

ShepHyken

MAY 24, 2019

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. Outside of marketing, Gaetano is an accomplished music producer and songwriter. To get in touch, follow him on Twitter via @gaetano_nyc.

Surveys 283

Surveys Customer Service B2B SaaS 283

ProProfs Blog

FEBRUARY 21, 2019

Let’s assume you’ve got the perfect product; you’ve thought about a well-funded marketing campaign. To avoid scenarios like these, companies spend a fortune conducting market research and focus groups. We asked various customer experience experts how survey results have helped shape their marketing campaigns. The result?

Surveys 95

Surveys Marketing B2B SaaS 95

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

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. Regular feedback provides insights into areas of improvement and customer preferences. Erkin Bek Koichumanov is the Product Marketing Manager at Intelogos.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

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

Talkdesk

DECEMBER 22, 2020

While many websites provide peer-to-peer reviews, G2 is one of the largest available for the Software as a Service (SaaS) space, with more than one million reviews for CRM, ERP, HR, CAD, PDM, contact center, marketing software and more. Check out the reviews and feedback for yourself on the G2 site.

call center software 139

call center software Contact Center SaaS CRM 139

ClientSuccess

JANUARY 25, 2021

This is all to say that while working closely with sales departments comes naturally to most CSMs, bringing in other departments – such as marketing – can sometimes leave both customers and internal teams wanting more. Why is customer marketing important? Actionable ways to bridge the gap between customer success and marketing.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

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. What is B2B Customer Experience?

B2B 112

B2B Customer Experience B2C SaaS 112

CSM Magazine

MARCH 26, 2024

But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. In this guide, we’ll explore strategies that SaaS developers can implement to enhance customer satisfaction and forge lasting relationships with their user base.

SaaS 52

SaaS Customer Experience Construction Analytics 52

ProProfs Blog

APRIL 17, 2020

According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing. Depending on the event and the scope of feedback, the questions could be asked in different ways, like: Yes or no questions. What Are Event Survey Questions ?

Surveys 125

Surveys SaaS Feedback Advertising 125

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 73

Feedback Benchmark Surveys Analytics 73

ChurnZero

JUNE 17, 2022

If so, what are the main changes that you’ve seen in the market towards onboarding? There should be an open feedback loop. For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.” Bree: Onboarding metrics overall have become a hot topic.

Metrics 98

Metrics SaaS Surveys Self service 98

delighted

MAY 20, 2024

Any business with a digital experience, whether SaaS, ecommerce or other, can now scale completely bespoke feedback and research programs in their native environments. Choose the survey experience Display surveys as pop-up widgets and always on feedback tabs. Gone are the days of invasive, clunky, long-form website surveys.

Surveys 92

Surveys SaaS Feedback Engineering 92

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. Paige Arnof-Fenn is the founder & CEO of global marketing and branding firm, Mavens & Moguls , based in Cambridge, MA. content marketing.

Management 273

Management Customer Experience Customer Service Coaching 273