TechSee

FEBRUARY 5, 2019

SaaS suppliers must therefore evolve their customer-facing solutions, demonstrate greater value and delivering bigger wins for less. Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

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

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

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

Thinq

JANUARY 30, 2021

We’re also seeing some new trends emerge that signal long-term changes you’ll need to plan for. The post 5 Sales Enablement Trends appeared first on thinQ. As we settle into the new year, we’re seeing that some of the business changes that affected us last year are still active.

Sales 124

Sales voip SaaS Chatbots 124

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

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

ShepHyken

OCTOBER 28, 2016

The key is to look for trends. He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. And the vast majority (95%) of consumers share bad experiences with others. Of course, most reasonable people understand that no company or product is without flaws. Connect on Twitter.

SaaS 333

SaaS Customer Service Contact Center Customer Experience 333

ChurnZero

JULY 27, 2021

ChurnZero is a finalist in the 2021 SaaS Awards Program in the category of Best SaaS Product for Customer Service/CRM. Categories for 2021 include Best Enterprise-Level SaaS and Best Data-Driven SaaS, alongside new categories including ‘Bespoke SaaS Solution’. About the SaaS Awards. About ChurnZero.

SaaS 98

SaaS CRM Enterprise Technology 98

ChurnZero

AUGUST 10, 2020

. SaaS Mag announced their annual SaaS 1000 List – a ranking of the world’s fastest-growing SaaS companies, and ChurnZero Ranks No. SaaS Mag ranked ChurnZero, No. 31 on the 2020 SaaS 1000 List. Other SaaS notables in the Top 50 of the SaaS 1000 include Sendoso, Sertifi, Front, and 15Five.

SaaS 19

SaaS Customer retention Enterprise Marketing 19

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

ChurnZero

AUGUST 17, 2021

To help answer this question we will turn to Google Trends data to visualize how often “Customer Success” has been searched across the internet. As Customer Success is a growing department within SaaS organizations, this state list makes sense as those are also states in which there’s a density of software companies founded.

SaaS 98

SaaS Management Marketing 98

ChurnZero

JANUARY 20, 2021

PieSync is a SaaS business that offers solutions to synchronize cloud applications. Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. The company’s story illustrates an important lesson for any SaaS business looking to scale: Customer Success is a significant factor in supporting SaaS growth.

SaaS 98

SaaS Upselling B2B Metrics 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

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

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. 6 user adoption strategies for B2B SaaS businesses.

SaaS 94

SaaS B2B Accountability Marketing 94

Totango

APRIL 24, 2020

Rather, customer retention for SaaS enterprises is a result of the customer experience. The continued growth of the SaaS model, led by the multi-billion-dollar successes of B2B giants Microsoft and Salesforce , reflects a more responsive relationship between customer investment and ROI. 6 SaaS Customer Retention Best Practices.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

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

CSM Practice

MAY 13, 2020

This week’s survey results will help you better understand the impact of the pandemic on SaaS companies and Customer Success teams, understand weekly trends, and learn from each other’s initiatives to surpass the current challenge.

SaaS 83

SaaS Surveys Management 83

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. The post Customer Success is Changing: Top SaaS CEOs Reveal What’s Ahead appeared first on ChurnZero.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. Read more on Customer Success industry trends: .

SaaS 98

SaaS Metrics Best practices Benchmark 98

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

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Here are 12 predictions and trends your team can take advantage of now to make a big impact this year. In 2023, many SaaS companies will focus on navigating a potential economic slowdown.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

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. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office. SaaS Companies Return to Work Plans. Subscription Model.

SaaS 83

SaaS Surveys Upselling Customer retention 83

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. 5 Tips to Maximize the Customer Onboarding Experience. Choose the Right Customer Success Platform.

SaaS 88

SaaS Upselling Enterprise Best practices 88

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

CustomerSuccessBox

SEPTEMBER 7, 2021

So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Bonus Tip: What are customer journeys in SaaS? #9 The post Top 10 trends shaping the future of Customer Success in 2021 appeared first on. via GIPHY. #1

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

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

ChurnZero

JUNE 17, 2022

Evaluate if the customer is trending in that direction. Identify emerging trends to better refine your onboarding journey and remove bottlenecks. We’re able to really look at these and identify some of those general trends that we know may trend toward unsuccessful launch or churn.

Metrics 98

Metrics SaaS Surveys Self service 98

Outsource Consultants

MARCH 18, 2025

The convergence of these trends presents a powerful opportunity: businesses can optimize CX on a limited budget by leveraging outsourced service providers augmented with AI innovations. Ongoing training programs keep agents updated on product knowledge, customer service techniques, and the latest industry trends.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

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

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).

Enterprise 110

Enterprise APIs Government Accountability 110

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. Staying current with industry trends and emerging technologies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ClientSuccess

NOVEMBER 24, 2020

While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Customer success will go from an important part of the SaaS industry to one of the most critical parts of the industry.

SaaS 113

SaaS Finance Metrics CRM 113

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

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. they’re everywhere. The old saying, “It costs less to keep existing customers than to chase after new ones,” comes to mind.

Customer Service 176

Customer Service Customer retention SaaS Best practices 176

CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively.

Education 52

Education Upselling SaaS Self service 52