HelpCrunch

MAY 20, 2021

In the world of SaaS, there is always an ongoing checklist of the things to do, strategies to implement, and customers to guide. In light of this, a SaaS business owner should realize that a [ … ]. The post A Comprehensive Guide to SaaS Customer Success appeared first on HelpCrunch blog.

SaaS 118

SaaS 118

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.

SaaS 118

SaaS Best practices Sales Marketing 118

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.

Interactive Voice Response 374

Interactive Voice Response Customer centricity Consulting Consulting 374

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 114

SaaS Journey mapping Upselling Best practices 114

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. Maximizing these benefits means reviewing and revising your onboarding strategy regularly to ensure an optimal experience.

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 111

B2B SaaS B2C Upselling 111

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 106

Best practices SaaS Journey mapping B2C 106

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. However, this can be overlooked, or even unwittingly neglected, resulting in angry customers.

Customer Service 0

Customer Service Benchmark SaaS Technology 0

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 101

SaaS Journey mapping Upselling Best practices 101

ShepHyken

FEBRUARY 18, 2020

“As customer experience and customer service practitioners, we must align with the overall business strategy. 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.

Big data 322

Big data SaaS Employee engagement Customer Experience 322

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

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

ShepHyken

AUGUST 4, 2020

They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology. 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.

Customer centricity 60

Customer centricity SaaS Technology Enterprise 60

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 212

SaaS B2B Consulting Consulting 212

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. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do. Data and technology matter.

SaaS 98

SaaS Customer centricity Upselling B2B 98

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.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

ShepHyken

MAY 24, 2019

The problem outlined here has to do with how hard it is to get people to answer a series of survey questions, but some outlets have solved this issue with a clever strategy: just ask one. Gaetano leverages a unique hybrid of expertise in both SEO & Content Strategy to win business results. Now, a clever idea: ONE QUESTION EACH.

Surveys 285

Surveys Customer Service B2B SaaS 285

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

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. Customer data forms the foundation of a customer-centric roadmap strategy. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 101

Customer centricity SaaS Upselling Metrics 101

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 85

B2B SaaS Education Brand ambassadors 85

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. 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

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. What is a Customer Expansion Strategy ? Why is Customer Expansion Important for SaaS Businesses? Timing is essential.

Management 98

Management Upselling SaaS Education 98

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. Then, we’ll review how the freemium model has emerged as the optimal way to introduce prospects to SaaS products.

SaaS 96

SaaS Journey mapping Best practices Customer advocacy 96

CCNG

NOVEMBER 9, 2021

So in a world where every product description ends in “aaS” from SaaS to CCaaS, it only makes sense that AI should follow suit. So for those looking to embrace AI, you don’t need to go buy servers, but you should consult some experts in the space, and take some time to tailor your strategy and integration before setting it live in the wild.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

kommunicate

AUGUST 25, 2023

Last Updated on August 25, 2023 Imagine you are the founder of a SaaS company that has just built the perfect product that will solve a very particular problem for the customer. The post Product Adoption Demystified: Strategies For Customer Allure appeared first on Kommunicate Blog.

SaaS 94

SaaS Management 94

ShepHyken

MAY 11, 2018

In this background, a B2B business not only needs to take on a different and informed kind of marketing strategy but is also required to take care of service issues in a way that customer loyalty stays intact and is in the driver’s seat. In the service niche, customers have come to expect real-time resolutions to their problems.

Customer Service 271

Customer Service B2B Customer centricity SaaS 271

Nicereply

DECEMBER 17, 2024

SaaS companies accomplish this in a multitude of ways, from providing excellent customer service to ensuring their product meets user needs. One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). Product Usability SaaS platforms often involve intricate features and workflows.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Help Scout

JULY 20, 2021

One of the best signs of customer orientation is shifting your business strategy to address your customers’ current needs. Here’s a typical example: Imagine you’re on the support team for a SaaS product. Those cross-functional teams ended up morphing into a whole new segment for UPS’s business: professional services.

Sales 145

Sales Feedback Metrics Surveys 145

CCNG

NOVEMBER 13, 2024

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. The Road to Now In the early 2000s, software began its march into the Cloud and the new SaaS model. The future, however, lies in AI-first customer experience. Find out in part two.

Contact Center 195

Contact Center CCNG Technology SaaS 195

Beyond Philosophy

DECEMBER 10, 2021

We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. 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.

Airlines 273

Airlines Metrics SaaS Accountability 273

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. We’re hoping we can get your brain juices flowing to help you find your next strategy to improve even further. Implement your choice of strategies below to get a peek into your customer’s brains. That’s great!

Customer retention 125

Customer retention Feedback Surveys Metrics 125

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

ChurnZero

NOVEMBER 18, 2021

As Rosabeth Kanter, Harvard Business School professor and best-selling author who specializes in strategy, innovation, and leadership for change, puts it: “Change demands new learning.”. That’s why customer education is absolutely essential to preventing churn in SaaS businesses. To keep my plants from dying, I needed to make a change.

Education 98

Education SaaS Real estate Self service 98

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? The post Evaluating Who Should Own Saas Renewals appeared first on ClientSuccess. Learn more with our Sales, Marketing & Customer Alignment Toolkit.

SaaS 71

SaaS Upselling Accountability Sales 71

Nicereply

NOVEMBER 30, 2021

Whatever the case, with the right customer win-back strategies in place, reactivating former customers may greatly add up to your bottom line. Here’s why you should pay attention to bringing lost customers back and what strategies may efficiently work for your business in 2022 and beyond. Is it worth winning back lost customers at all?

Surveys 104

Surveys B2C Benchmark Accountability 104

ShepHyken

NOVEMBER 13, 2020

So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy. Relying solely on NPS can be harmful to your overall customer experience strategy. Actually, it’s the reaction of the company to the feedback that defines the outcome. Yes and no.

Feedback 264

Feedback Customer Experience Surveys Construction 264