ShepHyken

AUGUST 24, 2021

Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Managing Customer Success. Preventing Customer Churn. Top Takeaways: – Customer service can be reactive.

SaaS 360

SaaS Upselling Customer retention Feedback 360

ShepHyken

JANUARY 5, 2025

While this article doesnt have all the answers, it has the fuel to start a conversation about how to deal with the problem. At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates. The conundrum is that customers want (and expect) easy returns.

Customer Service 174

Customer Service Automotive B2B SaaS 174

ShepHyken

SEPTEMBER 12, 2016

This article may get you thinking about how to target the influencers in your industry, which may be industry experts or your most “influential” customers. Skyrocket SaaS Growth: 56 Must Read Tips From Top SaaS Companies by Adam Feber. My Comment: Don’t be misled to thinking this article is for just SaaS types of businesses.

Customer Service 288

Customer Service SaaS Customer Experience Marketing 288

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In the process, we’ll show you how technology can help you design a product roadmap geared toward your customers’ needs. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

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

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

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. How to build and grow a digital customer community. Related: How to encourage your CS team to contribute to your community.

SaaS 52

SaaS Gamification B2B Metrics 52

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. Course correct during onboarding and also ensure you know how to help them once onboarding has been wrapped up.

Metrics 98

Metrics SaaS Surveys Self service 98

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

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 Upselling 98

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

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 97

SaaS Accountability APIs Engineering 97

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

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

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. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Nicereply

OCTOBER 11, 2024

We’ll also review how to measure customer satisfaction, along with some tips on how to improve it. Customer satisfaction refers to how well your company’s products or services meet or exceed your customers’ expectations. If you have a SaaS or Tech brand, check out G2 and Capterra. What is customer satisfaction?

Customer retention 52

Customer retention Surveys Feedback Education 52

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). Account limits – So far, we have discussed how to deploy the gateway solution in a single AWS account.

Enterprise 111

Enterprise APIs Government Accountability 111

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

ShepHyken

FEBRUARY 18, 2020

How to Fish the “Big Data Lake” for Customer Experience Insights. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Help leadership understand how we can help them hit those targets.”.

Big data 307

Big data SaaS Employee engagement Customer Experience 307

CSM Magazine

NOVEMBER 27, 2024

This includes FAQs, how-to guides, video tutorials, and community forums – these all add layers of support that allow users to find answers on their own. This approach can be particularly useful in complex industries like SaaS or online consulting services, where customers might need detailed guidance.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

ShepHyken

JULY 31, 2017

This article sheds some light on the topic with a few reasons it can happen, along with some strategies and tactics on how to avoid them. The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants by Andy Mura. My Comment: Why do certain businesses create angry customers? They created an “event.”

Customer Service 0

Customer Service SaaS Benchmark Technology 0

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

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. Dan takes us through how businesses can focus on the outcomes that the customer is trying to achieve and how they define success.

SaaS 198

SaaS B2B Consulting Consulting 198

Help Scout

SEPTEMBER 21, 2023

The constant changes ins SaaS software can create extra work for support teams, and can require an almost sales-like approach. Here's how to succeed through periods of change. Read the full article

SaaS 85

SaaS Sales 85

ShepHyken

AUGUST 4, 2020

How to Balance Technology with the Human-to-Human Customer Connection. About: Andy MacMillan is the CEO of UserTesting and a former product executive at Oracle and Salesforce with 20 years of enterprise SaaS experience. Closing the Empathy Gap in CX. Shep Hyken interviews Andy MacMillan , CEO of UserTesting.

Customer centricity 59

Customer centricity SaaS Technology Enterprise 59

CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. But with effective customer success, it’s possible to attain those extra gains from the SaaS revenue model. Stay tuned and read on to incur extra SaaS revenue.

SaaS 98

SaaS Benchmark Upselling Metrics 98

Help Scout

AUGUST 22, 2023

Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics. Read the full article

SaaS 75

SaaS Metrics 75

ShepHyken

DECEMBER 4, 2018

How to Ensure You Are Delivering Success For Your Customers. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough. Proactive Customer Service. Shep Hyken sits down with Nick Mehta, CEO of Gainsight.

SaaS 292

SaaS Customer Service Management 292

ChurnZero

FEBRUARY 7, 2025

How to combine CSP and CRM data to fight churn more effectively. Real-world example:Consider a SaaS company using Zoho CRM and ChurnZero to manage their customer relationships. The post How to combine CSP and CRM data to fight churn appeared first on ChurnZero. Ready to take action?

CRM 59

CRM Upselling Best practices Analytics 59

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

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. During the session, we covered: A brief history of SaaS metrics and where they are headed. Key SaaS and Customer Success metrics you should care about.

SaaS 98

SaaS Metrics Surveys Enterprise 98

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

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

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

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