ShepHyken

AUGUST 24, 2021

Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. ” About: Philipp Wolf is the CEO of Custify where he helps SaaS businesses deliver great results for customers. Managing Customer Success. Preventing Customer Churn.

SaaS 360

SaaS Upselling Customer retention Feedback 360

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. Limiting storage space. Limiting customer support.

SaaS 118

SaaS Best practices Sales Marketing 118

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 142

SaaS Engineering Personalization Enterprise 142

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

Help Scout

JANUARY 27, 2022

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

SaaS 124

SaaS Customer retention 124

ShepHyken

SEPTEMBER 12, 2016

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. Here are some simple, common sense tips to building a better relationship with your customer – that can ultimately lead to repeat business and loyalty.

Customer Service 288

Customer Service SaaS Customer Experience Marketing 288

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

ShepHyken

JANUARY 5, 2025

The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. Top 5 CX Trends that Will Shape 2025: Study by ET Edge Insights (ET Edge Insights) SurveySensum, has announced its latest Top 5 CX Trends for 2025 report.

Customer Service 174

Customer Service Automotive B2B SaaS 174

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 109

Best practices SaaS Journey mapping B2C 109

CCNG

NOVEMBER 13, 2024

The Road to Now In the early 2000s, software began its march into the Cloud and the new SaaS model. Even with cloud-based solutions like CCaaS, it’s often just a new coat of paint on old ideas and systems. The future, however, lies in AI-first customer experience.

Contact Center 195

Contact Center CCNG Technology SaaS 195

HelpCrunch

NOVEMBER 11, 2022

The post SaaS Knowledge Base: The Actual Meaning and Best Examples appeared first on HelpCrunch blog. What would you rather do if you faced a product/service issue and your Internet provider, a movie streaming service, or *insert your option* had no communication channel? Or the ones that they provide, like, a [ … ].

SaaS 118

SaaS 118

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

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. Jafar Sadhik is a passionate digital marketer possessing 6+ years of writing experience and sound knowledge in the fields like SaaS tools, data management, finance management, etc. .

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

Help Scout

OCTOBER 26, 2021

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well. Read the full article

SaaS 116

SaaS Customer Support Metrics 116

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

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 101

SaaS Accountability APIs Engineering 101

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

Cisco - Contact Center

MAY 7, 2024

Announcing the public availability of Cisco Cloud Controls Framework (CCF) V3.0 - a “build-once-use-many” approach for SaaS compliance with global standards.

SaaS 87

SaaS Marketing 87

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

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 Best practices Gamification Feedback 98

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

JULY 31, 2017

The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants by Andy Mura. Userlane) The evolution of SaaS organizations that focus on customer experience and customer success. Apple, with an incredible score of 89, is the darling of customer service, not just for the tech industry, but any industry.

Customer Service 0

Customer Service SaaS Benchmark Technology 0

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

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?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

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. Defining Success from the Customer’s Perspective. Top Takeaways: Anything can be a subscription. We need to understand the full journey.

SaaS 198

SaaS B2B Consulting Consulting 198

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

ShepHyken

FEBRUARY 18, 2020

About: Claire Sporton is the Senior Vice President of Customer Experience Innovation at Confirmit , a leading SaaS vendor for multi-channel customer experience, employee engagement and market research solutions. Help leadership understand how we can help them hit those targets.”.

Big data 307

Big data SaaS Employee engagement Customer Experience 307

ShepHyken

JANUARY 8, 2021

Gary is also s killed in Management, Software as a Service (SaaS), Business Development, Marketing Strategy, and Sales Process. He is an e xperienced Sales Director with a demonstrated history of working in the information technology and services industry. Read Shep’s latest Forbes article: Nobody Has a Sustainable Competitive Advantage.

Interactive Voice Response 360

Interactive Voice Response Customer centricity Consulting Consulting 360

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

ShepHyken

AUGUST 4, 2020

About: Andy MacMillan is the CEO of UserTesting and a former product executive at Oracle and Salesforce with 20 years of enterprise SaaS experience. If you want to break out of that cycle, go talk to some actual customers.”. He helps companies become more customer-centric.

Customer centricity 59

Customer centricity SaaS Technology Enterprise 59

PeopleMetrics

JANUARY 23, 2025

Example: A SaaS company tracks CES scores during onboarding. Predicting the Ripple Effects of Actions AI doesnt just help with todays problemsit predicts how changes will impact metrics in the future. This allows CX teams to act proactively and prevent future declines.

Metrics 118

Metrics Surveys SaaS Wait times 118

ShepHyken

DECEMBER 4, 2018

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

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

ChurnZero

JUNE 17, 2022

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