AWS Machine Learning

FEBRUARY 9, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon via a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI.

SaaS 144

SaaS APIs Government Accountability 144

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh.

Management 273

Management Customer Experience Customer Service Coaching 273

Cisco - Contact Center

JUNE 13, 2024

According to AppOmni’s 2023 State of SaaS Security report, 79% of organizations reported a SaaS security incident during the preceding 12-month period. As enterprises incrementally store and process more sensitive data in SaaS applications, it is no surprise that the security of these applications has come into greater focus.

SaaS 88

SaaS Management Enterprise 88

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

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?

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

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

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

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses.

Best practices 126

Best practices Management SaaS Metrics 126

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

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

JustCall

NOVEMBER 24, 2022

SaaS Labs has been selected as a Technology Fast 500 winner for 2022 by Deloitte, debuting at #28 on the list of Bay Area’s top 101 and #151 on the National ranking. I believe that the wave of innovation at SaaS Labs has given rise to a new breed of sales and support agents, preparing us to break more boundaries like this in the years ahead.”

SaaS 98

SaaS Technology Telecommunications Coaching 98

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 98

Benchmark SaaS Metrics B2B 98

ChurnZero

JULY 29, 2022

With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. I’ve seen how it can help SaaS leaders unlock increased customer value attainment, higher net revenue retention (NRR) and accelerated product-led growth. SaaS companies operate on subscription terms.

SaaS 98

SaaS Customer centricity Upselling B2B 98

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

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

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

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. We are excited for this recognition as a Leader in the Gartner 2024 Magic Quadrant for Customer Success Management Platforms report*. ChurnZero delivers that software.

Management 52

Management SaaS B2B Metrics 52

ShepHyken

JANUARY 8, 2021

Gary is also s killed in Management, Software as a Service (SaaS), Business Development, Marketing Strategy, and Sales Process. Gary Williams is the Director of Sales and Consultancy at Spitch. He is an e xperienced Sales Director with a demonstrated history of working in the information technology and services industry.

Interactive Voice Response 360

Interactive Voice Response Customer centricity Consulting Consulting 360

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). It’s serverless so you don’t have to manage the infrastructure. The component groups are as follows.

Enterprise 111

Enterprise APIs Government Accountability 111

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. He is a TopTal certified Top 3% Product Management Professional and also helps to teach Kellogg Executive Education course on Product Strategy.

SaaS 198

SaaS B2B Consulting Consulting 198

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

ShepHyken

DECEMBER 4, 2018

According to LinkedIn, the third fastest growing job title in 2018 is Customer Success Manager. In his six years as CEO, he’s secured over $156 million in funding, expanded the employee base to over 500 employees, and been recognized as the third best SAAS CEO out of 5,000 nominees. About : Nick Mehta is the CEO of Gainsight.

SaaS 292

SaaS Customer Service Management 292

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 88

B2B SaaS Education Brand ambassadors 88

ClientSuccess

SEPTEMBER 7, 2022

SaaS organizations can calculate Average Session Duration by looking at how many users visit a site within a specific time frame and then dividing the total session time by this number of visitors. How can SaaS companies use Average Session Duration . Want to learn more? eBook: Ultimate Guide to Customer Success Metrics.

SaaS 89

SaaS Metrics Analytics Accountability 89

ChurnZero

JULY 8, 2022

asked the managing partner of a venture firm while we were in the final stages of their due diligence. 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. 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. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

ShepHyken

JULY 7, 2023

Manpreet Singh Chawla is a writer who specializes in topics such as customer service and experience, SaaS, knowledge management, and business strategy. With the help of mobile applications, all tasks have become easier, faster, and more reliable.

outsourcing 296

outsourcing SaaS Marketing Sales 296

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. This is maybe the most important skill that, especially mid-level, managers can learn,” says Chris.

SaaS 98

SaaS Customer centricity Finance Best practices 98

GetFeedback

JULY 6, 2020

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.

SaaS 174

SaaS Marketing Customer Experience Management 174

ConvergeOne

JULY 27, 2021

Identity + Access Management Foundations. The principle of least privilege should always be the foundation upon which identity and access management (IAM) is set. IAM lets the organization manage the access by which identity has access to what (Role) for which resource (Job Requirement). SaaS accounts zombie.

Management 105

Management Government SaaS Accountability 105

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. A tool like DelightChat enables you to manage customer support seamlessly. Deb Mukherjee is a SaaS marketer with 5+ years of working with companies across the globe. In this day and age, eCommerce is a booming industry.

Customer Experience 241

Customer Experience SaaS Sales Marketing 241

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Understanding the nuance behind Customer Success metrics will help you build consensus around which numbers are the best numbers to track for your SaaS company.

SaaS 94

SaaS Metrics Customer retention Construction 94

PeopleMetrics

JANUARY 21, 2025

Example: A SaaS company notices its NPS drop. Should the company invest in faster shipping, improve inventory management, or both? As discussed in a previous blog post , AI-powered text analytics processes these responses at scale, identifying themes and sentiments that explain promoter or detractor behavior.

Metrics 118

Metrics Benchmark Analytics SaaS 118

Cisco - Contact Center

MARCH 29, 2023

If you thought we went awfully quiet with Cisco Secure MSP Center – you are absolutely wrong. Our MSP community is top of mind for us, and we want to expand our buying model of simplified security e… Read more on Cisco Blogs

SaaS 90

SaaS Management 90

ChurnZero

JUNE 17, 2022

It’s not necessarily doing all of the onboarding but putting a lot of the strategy and the metrics and the resources behind how we actually manage customers from onboarding to renewal and beyond. To do that and to really manage this process well, you need strong metrics to track during that process. Bree: Exactly.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JUNE 1, 2022

“When I was a CMO of a company, I had all these incredible tools to manage my prospects. Then one day, my span of control changed, and [my company] said why don’t you also manage the CSMs. The CSMs were managing 150 accounts each and all they had was Salesforce, their email, and a phone. This was 15 years ago.

SaaS 98

SaaS Marketing B2C Metrics 98