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. There are many tips here that apply to all business in all industries.

Customer Service 288

Customer Service SaaS Customer Experience Marketing 288

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. To understand the pulse of an industry and to generate customer satisfaction, customer experience is the prime tool to focus on. What makes a business stand out from the crowd? Bottom line .

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

ChurnZero

FEBRUARY 28, 2025

You might be surprised to know that SaaS companies can learn a lot from their consumer subscription counterparts. There are certainly tactics that work best for specific groups: by industry (software vs hardware, or retail, or services, or healthcare, etc.) The differences between SaaS and B2C companies.

SaaS 52

SaaS B2B B2C Healthcare 52

AWS Machine Learning

FEBRUARY 9, 2024

A software as a service (SaaS) layer for foundation models can provide a simple and consistent interface for end-users, while maintaining centralized governance of access and consumption. In this post, we show you how to build an internal SaaS layer to access foundation models with Amazon Bedrock in a multi-tenant (team) architecture.

SaaS 143

SaaS APIs Government Accountability 143

AWS Machine Learning

JUNE 16, 2022

Zendesk is a SaaS company that builds support, sales, and customer engagement software for everyone, with simplicity as the foundation. Customers like Zendesk have built successful, high-scale software as a service (SaaS) businesses on Amazon Web Services (AWS). This post is co-written with Sowmya Manusani, Sr.

SaaS 141

SaaS Engineering Personalization Enterprise 141

ShepHyken

JULY 31, 2017

Here are a number of examples of how the hotel industry can deliver better service and a customer experience. My Comment: My friends at Customer Gauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Some of these ideas will make you smile – or even laugh out loud! by John Walls.

Customer Service 0

Customer Service SaaS Benchmark Technology 0

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 109

Best practices SaaS Journey mapping B2C 109

ShepHyken

JANUARY 8, 2021

They were the cornerstone of the service industry, and in many ways they still are. He is an e xperienced Sales Director with a demonstrated history of working in the information technology and services industry. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 360

Interactive Voice Response Customer centricity Consulting Consulting 360

VirtualPBX

MAY 18, 2021

VirtualPBX has excelled in the communications industry for more than 20 years, and this past week, our COO, Lon Baker, was invited to the SaaS District podcast to explain how our company came into being. SaaS Before There Was Saas. We were SaaS before there was SaaS,” Lon noted in the SaaS District conversation.

SaaS 98

SaaS Marketing Customer Support Management 98

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

B2B 114

B2B SaaS B2C Upselling 114

ChurnZero

MARCH 10, 2021

ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. .

SaaS 98

SaaS Chief Customer Officer Employee engagement Enterprise 98

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. Read our guide here for the 8 SaaS onboarding best practices to step up your onboarding experience. Work Cross-Functionally During SaaS Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Upselling 98

Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. Customer Lifetime Value SaaS Equation. Maximizing Customer Lifetime Value in SaaS.

SaaS 110

SaaS Enterprise Metrics Upselling 110

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

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.

SaaS 98

SaaS Gamification Best practices Feedback 98

PeopleMetrics

JANUARY 31, 2025

Example: A SaaS company uses AI to track sentiment across executive check-ins, support interactions, and periodic VoC surveys. No algorithm can replace a CX or market research professional who understands the industry, company culture and strategy. AI surfaces insights, but humans decide on which insights to take action on.

B2C 98

B2C B2B Airlines Surveys 98

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The “CODiEs” are a highly recognized, premier awards program for the business software industry.

Chief Customer Officer 98

Chief Customer Officer SaaS Education Technology 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.

Customer retention 98

Customer retention SaaS Upselling Analytics 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. A SaaS business’s greatest source of intel is direct customer feedback. The SaaS mindset of “top-line growth over everything” is changing. . Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ClientSuccess

SEPTEMBER 7, 2022

This data is available through Google Analytics and is especially common in industries such as eCommerce, content and blogs, and other web-based services. How can SaaS companies use Average Session Duration . The post Average Session Duration and Why it Matters to SaaS Companies appeared first on ClientSuccess.

SaaS 89

SaaS Metrics Analytics Accountability 89

CSM Magazine

MARCH 19, 2025

In fact, industry experts predict that 90% of global businesses will use AI in their customer support by 2030. The Rise of Global Commerce E-commerce, SaaS companies, and global enterprises now cater to international markets more than ever before. The Growing Need for AI in Customer Support 1.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. In this day and age, eCommerce is a booming industry. Deb Mukherjee is a SaaS marketer with 5+ years of working with companies across the globe. The global eCommerce market size was valued at 9.09 trillion dollars in 2019.

Customer Experience 241

Customer Experience SaaS Sales Marketing 241

CCNG

AUGUST 21, 2024

The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. That means frustration for software sales, uncertainty for marketing budgets, and tangentially related industries being impacted. Is it critical?

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

Contact Center Pipeline

JUNE 3, 2021

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use and operate contact centers, for example, are rapidly adopting cloud-based services as they rethink their technology strategies in response to economic trends and industry changes.

Contact Center 162

Contact Center SaaS Enterprise Technology 162

Beyond Philosophy

DECEMBER 10, 2021

Several industries use this metric already. For example, Software as a Service (SaaS) companies have a net revenue retention rate, a well-defined component that links to SaaS companies’ market valuations. There is a lot of change in the experience industry right now. Furthermore, investors already understand it. .

Airlines 273

Airlines Metrics SaaS Accountability 273

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. As mentioned, one of our SaaS clients began years ago as a Tier 1 tech support program. Ill-defined KPIs.

SaaS 71

SaaS outsourcing Brand ambassadors Contact Center 71

ShepHyken

NOVEMBER 13, 2020

The Net Promoter Score (NPS) is a standard in measuring customer loyalty in almost any industry. Su loves writing about all things tech and his experience with various SaaS businesses has enabled him to carry his passion for writing into the tech industry. Now let’s have a look at which methods you can use to collect feedback.

Feedback 253

Feedback Customer Experience Surveys Construction 253

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). This is particularly useful in regulated industries or environments with strict compliance requirements.

Enterprise 113

Enterprise APIs Government Accountability 113

CX Global Media

JULY 26, 2017

Sharing this story with you and trying to help you to make sense (it helps me too) of the multitude of solutions in the contact center industry (Check out – Lassoing the Wild West Contact Center Technology ) is one reasons why I love attending contact center industry events and meeting with knowledgeable people such as Matt.

Contact Center 159

Contact Center SaaS Call Center Technical Support 159

ChurnZero

JUNE 17, 2022

You do enablement for onboarding for ChurnZero so you get a lot of exposure to what is going on in the industry. For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.” The post How to set baseline SaaS onboarding metrics appeared first on ChurnZero.

Metrics 98

Metrics SaaS Surveys Self service 98

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. Use industry-standard titles where possible. Avoid overly creative titles.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ChurnZero

JUNE 1, 2022

That was really a flaw in the way we thought about managing our customers and managing our SaaS businesses.”. The post What it takes to succeed in a new SaaS market with ChurnZero CEO You Mon Tsang appeared first on ChurnZero. Why do we give [CSMs] the worst technology to service them or no technology to service them?

SaaS 98

SaaS Marketing B2C Metrics 98

AWS Machine Learning

OCTOBER 29, 2024

Professionals in a wide variety of industries have adopted digital video conferencing tools as part of their regular meetings with suppliers, colleagues, and customers. You can invoke Lambda functions from over 200 AWS services and software-as-a-service (SaaS) applications. He specializes in AI/ML solutions.

Engineering 111

Engineering APIs Sales Enterprise 111

ChurnZero

NOVEMBER 18, 2024

The SaaS industry was hit hard in late 2022 through 2024. As drivers of recurring revenue, CS teams are critical to the health of SaaS organizations. Customer success teams will become the most important and impactful department in SaaS companies,” says You Mon Tsang, CEO and co-founder, ChurnZero.

Management 52

Management SaaS B2B Metrics 52

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. Omnichannel Customer Support Options .

Customer Experience 165

Customer Experience Scripts Self service outsourcing 165

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. As mentioned, one of our SaaS clients began years ago as a Tier 1 tech support program. Ill-defined KPIs.

SaaS 62

SaaS outsourcing Brand ambassadors Contact Center 62

ShepHyken

JANUARY 27, 2017

With BI, AI, and cloud-based SaaS apps, CRM software is adapting to your business, not the other way around. If you work in an industry or for a company that can’t offer around-the-clock support, offer self-service portals, FAQs, and helpful literature so the customer has the opportunity to solve the problem on their own.

Technology 242

Technology Customer Service Management CRM 242