CSM Practice

MAY 13, 2020

CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. We have gathered insights from our colleagues in the SaaS Customer Success community, which we believe will help us plan more effectively and make better decisions.

SaaS 83

SaaS Surveys Management 83

ShepHyken

JANUARY 8, 2021

In a recent survey, we asked respondents across Europe about their interactions with contact centres since the beginning of the COVID-19 pandemic. In the same survey, 48% of respondents had at some point interacted with a contact centre during the COVID-19 pandemic, and almost all had a “satisfactory” experience.

Interactive Voice Response 367

Interactive Voice Response Customer centricity Consulting Consulting 367

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office.

SaaS 83

SaaS Surveys Upselling Customer retention 83

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

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

ProProfs Blog

APRIL 17, 2020

The answer to these questions is – Asking Event Survey Questions! You can use the power of event surveys to know about attendees’ interests and expectations before the event and measure its success to know how much you were able to understand their expectations. Post Event Survey Questions. Mid Event Questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

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 ad-free access to your product.

SaaS 118

SaaS Best practices Sales Marketing 118

delighted

MAY 20, 2024

When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey. Gone are the days of invasive, clunky, long-form website surveys.

Surveys 92

Surveys SaaS Feedback Engineering 92

ProProfs Blog

OCTOBER 30, 2021

Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users. UX surveys are only as good as the questions you ask your participants. To help you navigate this, I bring a list of 10 user experience surveys questions you should never forget to ask. How to Conduct UX Surveys.

Surveys 139

Surveys Best practices Construction Analytics 139

delighted

DECEMBER 3, 2021

Enter survey automation. In this article, we’ll learn more about survey automation, why it’s so important for customer experience success, and how you can implement automation in your CX program today. Two types of survey distribution: Manual vs automated. Two types of survey distribution: Manual vs automated.

Surveys 97

Surveys APIs SaaS Engineering 97

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

ChurnZero

DECEMBER 14, 2022

B2B SaaS businesses haven’t invested heavily enough in tools and technologies to help them better understand their customers. To a large extent, this is due to a reliance on outdated survey-based systems that, for decades, have formed the foundation of customer intelligence. How SaaS businesses use customer intelligence.

Surveys 98

Surveys Customer advocacy SaaS B2B 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

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

ShepHyken

NOVEMBER 13, 2020

Running a more detailed survey targeted at users who were dissatisfied with your email service will reveal why it received a lower NPS score and you can work on improving it to the betterment of your overall customer experience. Maybe it’s because the response times are slow, or maybe because the format of your email support is off.

Feedback 258

Feedback Customer Experience Surveys Construction 258

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. Another important source of data is customer satisfaction surveys. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

ChurnZero

JANUARY 28, 2021

2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. LiquidPlanner.

SaaS 96

SaaS Surveys Feedback Technology 96

ProProfs Blog

DECEMBER 27, 2018

Before we discuss how SaaS help desk software enables you to accomplish your business objectives, let us quickly learn what a help desk software tool is. Survey tool integration is another benefit of help desk software that you come across at the time of ProProfs Help Desk review. Try ProProfs Help Desk for Free.

SaaS 109

SaaS Airlines Customer retention Finance 109

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

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

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

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. An overview of the current B2B SaaS market and valuation drivers. Q&A Recap.

Benchmark 98

Benchmark SaaS B2B B2C 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

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. What is a post-purchase survey?

Surveys 96

Surveys Feedback Best practices Marketing 96

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Contrary to popular belief, surveys are not just useful after the close of a big project or after a renewal. The post-sale survey. NPS surveys.

Surveys 83

Surveys industry standards Feedback SaaS 83

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Takeaway 1: Equity is hard to get right now, and very few people are doing it.

SaaS 52

SaaS Benchmark B2B Surveys 52

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

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. A customer’s direct response to a survey or request for feedback is not a complete understanding of their experience.

SaaS 88

SaaS Upselling Enterprise Best practices 88

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

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 98

Surveys Feedback B2B SaaS 98

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. In the name of automation, in the name of streamlining things, in the name of making sure that everything is as efficient as possible, I recommend automated surveys throughout onboarding. Should we send out the survey at the end of onboarding?

Metrics 98

Metrics SaaS Surveys Self service 98

ProProfs Blog

FEBRUARY 21, 2019

Conducting widespread research is no longer a time-consuming activity, companies have started adopting survey software to help conduct this research. We asked various customer experience experts how survey results have helped shape their marketing campaigns. Bruce Harpham B2B SaaS Content Marketing Consultant. The result?

Surveys 95

Surveys Marketing B2B SaaS 95

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

Beyond Philosophy

DECEMBER 10, 2021

He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. 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. So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics SaaS Accountability 273

Help Scout

JUNE 24, 2021

Getting someone to make a one-time purchase is difficult enough, but for SaaS companies that rely on repeat business, the task is even tougher. To help you make the right choice when it comes to tools, we’ve done some research to uncover the nine best help desks for SaaS companies. Key features to look for in a SaaS help desk.

SaaS 85

SaaS Self service CRM Analytics 85

ProProfs Blog

MAY 15, 2020

In lieu of this, a better solution for taking feedback to improve your CX is Surveys! While the most important thing about surveys is you can get specific feedback about every aspect of your CX efforts. Let’s have a look at some of the benefits of surveys. Benefits of Surveys. Broad Data Collection. User Retention.

Surveys 97

Surveys Customer Experience Feedback Best practices 97

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 78

SaaS Best practices Upselling Journey mapping 78