ProProfs Blog

APRIL 12, 2019

More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations. A high churn rate is quite alarming for a SaaS company.

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SaaS Customer retention Surveys Morale 120

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.

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Feedback Surveys Customer centricity Metrics 143

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

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Surveys Feedback SaaS Accountability 148

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.

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Surveys SaaS Feedback Advertising 125

delighted

MAY 20, 2024

When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey. Gone are the days of invasive, clunky, long-form website surveys.

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Surveys SaaS Feedback Engineering 92

CSM Magazine

APRIL 24, 2025

Benedict Geissler, Chief Commercial Officer (CCO), Netigate Netigate , a leading European provider of AI-powered customer and employee experience management SaaS solutions, has appointed Benedict Geissler as its new Chief Commercial Officer.

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SaaS Management Enterprise Strategic Value 52

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.

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Surveys APIs SaaS Engineering 97

ChurnZero

APRIL 11, 2025

Customer feedback changes depending on the lens youre looking through (i.e. Is your onboarding process a well-oiled machine of timely tasks and thresholds, until a customer gets stuck with no clear steps for collecting or reviewing feedback? (because perception is reality) Let’s explore the details of each step.

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Metrics Benchmark Feedback SaaS 86

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.

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Feedback APIs Engineering Surveys 137

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

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. The onboarding process is the first impression that your SaaS company makes on the customer after they’ve paid for your service. A less than ideal onboarding process can negatively impact the SaaS customer experience.

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SaaS Customer Experience Surveys Customer retention 97

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

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Surveys Best practices Construction Analytics 139

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.

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Feedback Benchmark Surveys Analytics 108

Nicereply

JUNE 17, 2021

As a B2B SaaS company that works with organizations to provide employee programming, recognition incentives, and rewards, our Customer Success team fields a range of inquiries. People at Cooleaf wanted to find a tool that enabled them to maintain high-level of customer satisfaction & gather valuable customer feedback.

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Feedback SaaS B2B Education 105

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?

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Surveys Feedback Best practices Marketing 96

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.

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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. Survey tool integration is another benefit of help desk software that you come across at the time of ProProfs Help Desk review. Try ProProfs Help Desk for Free.

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SaaS Airlines Customer retention Finance 109

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.

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SaaS Gamification Best practices Feedback 98

ChurnZero

JANUARY 28, 2021

2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. LiquidPlanner.

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SaaS Surveys Feedback Technology 96

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?

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Customer retention SaaS Upselling Analytics 98

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Contrary to popular belief, surveys are not just useful after the close of a big project or after a renewal. The post-sale survey. NPS surveys.

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Surveys industry standards Feedback SaaS 83

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

ProProfs Blog

MAY 15, 2020

feedback on how you’ve done and if they’re happy with you. But we all know how difficult it is to get proper customer feedback , even after you have provided good customer experience. Sure, positive feedback is always encouraging, and negative feedback rings the alarm bells. Benefits of Surveys.

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Surveys Customer Experience Feedback Best practices 97

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.

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SaaS Upselling Enterprise Best practices 88

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. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Furthermore, when employees don’t earn that praise, NPS will show what they should change.

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Airlines Metrics SaaS Accountability 273

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

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. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers?

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Surveys SaaS Feedback B2B 78

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?

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Surveys Marketing B2B SaaS 95

Kayako

DECEMBER 30, 2024

In the competitive landscape of Software as a Service (SaaS), AI customer experience has become a game-changer. As businesses strive to enhance their offerings, AI-powered SaaS customer experience solutions are transforming how companies interact with their customers, making it easier to address their needs and preferences.

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SaaS Customer Experience Chatbots Feedback 62

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.

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Customer Experience B2C Journey mapping B2B 167

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

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Customer centricity SaaS Marketing Enterprise 79

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. There should be an open feedback loop. In the name of automation, in the name of streamlining things, in the name of making sure that everything is as efficient as possible, I recommend automated surveys throughout onboarding. There should then be a survey at each point.

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Metrics SaaS Surveys Self service 98

ProProfs Blog

JULY 20, 2021

Zoho Survey is a popular survey creation tool that helps you create a reliable and actionable survey in minutes. It has all the features required to create a basic survey. Any user can easily access a wide range of built in reports and interactive charts while analyzing the survey responses.

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Surveys Feedback Real estate Enterprise 78

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. Tip 2: Develop a codebook to evaluate open-ended feedback.

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Surveys B2B Feedback SaaS 78

Nicereply

OCTOBER 11, 2024

How to measure customer satisfaction Measure customer satisfaction by analyzing results from surveys , feedback forms, reviews, and brand mentions. If you have a SaaS or Tech brand, check out G2 and Capterra. Look for recurring comments or trends in the feedback. What are customers mentioning you’re doing wrong?

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Customer retention Surveys Feedback Education 52

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.

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Feedback Benchmark Surveys Analytics 74

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. Regularly gather feedback through surveys, reviews, or direct interactions. Gather & Act on Customer Feedback At the heart of customer loyalty is positive customer experiences. Gather their feedback.

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Education Entertainment Feedback Chatbots 52