Timeline mapping of the SaaS industry
Knowmax
JANUARY 30, 2021
Timeline mapping of the SaaS industry.
industry saas 
The decade software ate the world
Intercom, Inc.
DECEMBER 31, 2019
If anything, this was the decade they collectively became leaders not just of the technology industry, but of industry itself – Apple overtook ExxonMobil as the world’s most valuable company by market cap in August 2011 (that month again), and then became the first trillion-dollar company by market cap in 2018.
Entertainment 
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Turn Payments Into Personalization: Unlock the Value of Transaction Data
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Customer Feedback Strategies for SaaS
Zonka Feedback
JANUARY 5, 2023
SaaS is a growing industry. As the market grows, several SaaS products and services also come into picture to satisfy various needs of the SaaS users. To stay ahead of the competition, you must ensure that the SaaS solutions you provide are in line with the customers’ needs and preferences.
Don’t Leave Your Customers in the Dark!
Heart of the Customer
MARCH 16, 2021
At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs.
Non-Profits 167
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Community Predictions 2022
Advertiser: Vanilla Forums
Our Experts: The experts that contributed to Community Predictions 2022 come from an array of backgrounds and work in entirely different industries. From gaming communities, Nonprofit Associations, and SaaS company communities, our experts are based in North America, Germany, Spain, and India.
What is a Good NPS Score for SaaS?
SurveySensum
AUGUST 17, 2023
Your customers will rate their score on a scale from 0 to 10 about their likelihood of recommending your SaaS product to others. Calculate your NPS Score for FREE Now you must be thinking about → What is a good NPS score for SaaS? → Is there any need to conduct SaaS NPS Benchmarking? What is a Good NPS Score for SaaS Industry?
NPS 52
52 
Why conversational customer support is a key strategic investment
Intercom, Inc.
OCTOBER 7, 2020
For traditional industries such as manufacturing, COGS are made up of the physical costs incurred in selling your product. But as SaaS businesses are treated as service businesses, COGS represent the costs of providing that service to your customers, such as: Hosting. Here’s a simple way to think about COGS in the SaaS world.
Manufacturing 196
196 
Personalization in Marketing: How to Strike the Right Balance
Customer Think
JULY 27, 2023
In today’s digital landscape, personalization has become a buzzword in marketing, including the Software as a Service (SaaS) industry. It allows SaaS businesses to tailor their messaging and offers to individual users, creating a more engaging and relevant experience.
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The 5 insights understood by all great SaaS sales reps
Intercom, Inc.
APRIL 13, 2018
Great SaaS sales reps can change your entire business. So what is it about these SaaS sales reps that differentiates them from the rest? So what is it about these SaaS sales reps that differentiates them from the rest? What do they know about the industry that mediocre sales reps don’t?
Sales 224
224 
50+ SaaS Customer Feedback Questions to Capture Actionable Insights for your Product
Zonka Feedback
JUNE 30, 2023
Want to capture actionable data from your SaaS product users? Check out the top SaaS Customer Feedback Questions to drive product growth and business success. The Software as a Service (SaaS) industry is experiencing unprecedented growth, with market projections expected to reach a staggering $374.48 billion by 2026.
The Importance of Survey Frequency for Effective Feedback Strategies
SurveySensum
JANUARY 8, 2024
After working with different companies across industries, I have understood that choosing the right survey frequency is not a mere technicality – it’s a strategic approach that influences how businesses perceive and respond to evolving customer needs and preferences. SaaS SaaS Touchpoints When to Conduct the Survey?
Touchpoint 52
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SaaS customer support: An introductory guide for 2024
Zendesk
NOVEMBER 28, 2023
What is SaaS customer support? SaaS (software as a service) customer support refers to the systems and practices technology companies use to best serve their customers. Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry.
Omnichannel 52
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Best Customer Feedback Tools for SaaS
Zonka Feedback
JULY 12, 2023
Need to collect customer feedback for your SaaS business? This blog will help you choose the best Customer Feedback Tools for SaaS based on their unique features, pricing, and ratings on popular online platforms. If you are in the SaaS industry, collecting customer feedback should be one of your top priorities.
3 Important Predictions for Customer Success in 2021
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.
Finance 113
113 
2024 Expectations: The forefront of the next generation of customer success
Totango
JANUARY 22, 2024
AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.
AI 94
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S.H.O.P.: Making a Habit of it
Intercom, Inc.
NOVEMBER 12, 2020
As we saw last week, however, many of these emerging new shopping habits were already starting to form long before the pandemic, thanks to the rising influence of SaaS and B2B on retail. Once the domain of utilities, phone bills, and cable TV, the subscription model gradually expanded into consumer-grade software with the rise of SaaS.
Retail 221
221 
The Metrics That Matter: 13 SaaS KPIs You Should Track in 2023
SurveySensum
SEPTEMBER 11, 2023
How well is your SaaS product performing, especially in terms of SaaS customer retention ? And to do that you need to use a SaaS feedback platform that can set and track your SaaS KPIs the right way. And to do that you need to use a SaaS feedback platform that can set and track your SaaS KPIs the right way.
Intelligent Document Processing: Fueling Efficiency and Growth
Lightico
APRIL 18, 2024
This technology is great for industries that handle a lot of paperwork, like finance, healthcare, and legal services. Select an IDP vendor with robust data security protocols and industry-standard compliance certifications. This saves time and reduces the risk of errors when entering data manually. Security: Data security is paramount.
Data Entry 52
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28+ Customer Support Survey Questions for Different Industries
SurveySensum
SEPTEMBER 27, 2023
It helps you to retain customers It helps you increase customer loyalty It helps you build revenue It gives you a competitive advantage Customer Support Survey Questions for Different Industries Retail Industry SaaS Industry Automotive Industry Fintech Industry Insurance Industry Conclusion What Is a Customer Service Survey?
Retail 52
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Leveraging Customer Feedback to Drive SaaS Success: Best Practices and Strategies
SurveySensum
AUGUST 22, 2023
A SaaS company receives a suggestion from a customer about simplifying the user interface. In the realm of SaaS, such success stories are born from leveraging customer feedback. Here we’ll explore the power of conducting SaaS customer feedback, leveraging them through the best practices and strategies. Not only that.
Converse 2022
Uniphore
JANUARY 4, 2022
At Uniphore Converse 2022 you will: Hear from leading industry analysts and speakers around the future of CX. Learn from Industry Experts. Gain premier access to our execs as they present the latest product innovations transforming industry leaders across the world. Mark Smith Analyst, Ventana Research. And Uniphore Executives.
Contact Center 317
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Keeping Customer Retention for Your SaaS (or Digital Service)
Zonka Feedback
NOVEMBER 9, 2021
The Software-as-a-Service (SaaS) business industry is one of the fiercely competitive marketplaces. No wonder the brands have to go out of their way to acquire customers. However, the challenge doesn’t end there.
Average Session Duration and Why it Matters to SaaS Companies
ClientSuccess
SEPTEMBER 7, 2022
This data is available through Google Analytics and is especially common in industries such as eCommerce, content and blogs, and other web-based services. How can SaaS companies use Average Session Duration . The post Average Session Duration and Why it Matters to SaaS Companies appeared first on ClientSuccess.
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Tips for Setting Up Your Customer Advisory Board (CAB)
ClientSuccess
DECEMBER 5, 2022
A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. The value in CABs is most often realized in regulated industries or with complex products and business models like enterprise software. The CAB is an integral part of any successful SaaS business, so make sure to have a plan for.
Social Media 87
87 
Top 8 Ways to Improve Your SaaS Customer Experience
Zonka Feedback
FEBRUARY 7, 2023
With a large pool of SaaS companies and platforms appearing in the market, the SaaS industry has become more competitive than ever before in recent years. This has given more power in the hands of the customers to choose among the various alternatives available in the marketplace.
Key Insights to Guide your CS Strategy in 2022
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.
E-commerce 92
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Avoid 7 Common Mistakes while Creating B2B SaaS Onboarding Survey
SurveySensum
AUGUST 9, 2023
Welcome to the world of B2B SaaS, where your product’s success depends on keeping your customers happy. That’s where the SaaS onboarding survey comes in – like a flashlight that helps you see through the fog of customer preferences. What is a SaaS Onboarding Survey? So say a big NO to generic surveys.
B2B 52
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Three Steps to a Winning B2B Customer Experience Plan
Totango
FEBRUARY 11, 2022
Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. In contrast, consumers across a range of industries say they would pay 7% to 16% more for products from brands that deliver a great customer experience. Use your customer input to make adjustments and improvements to your SaaS product.
B2B 107
107 
Startup marketing: strategies for year one
Intercom, Inc.
JUNE 1, 2018
Writing articles about how to run a SaaS business , how to scale a SaaS business , how to grow your audience and how to pick your features was the best way to reach our audience – people working in small SaaS companies like Intercom. These tactics worked because they appealed to the types of people we were selling to.
Start-ups 201
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4 Steps to Mapping Your Customer’s SaaS Journey
ClientSuccess
AUGUST 18, 2020
In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same. A key differentiator of SaaS products is the ability to update and grow alongside customer challenges. .
Difference between Gross Revenue Retention and Net Revenue Retention
Customer Think
JANUARY 10, 2022
In the SaaS industry, Customer Retention is the lifeblood of any business. The metric is critical as many venture capitalists look at it and decide whether to fund the business or not. Such an important one, isn’t it? Yes, but why? It is because the new customer pays only around 10-15% of the potential revenue […].
How to Upgrade to an Advanced Customer Experience Strategy
Lumoa
FEBRUARY 14, 2024
There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base. Multiple CX software as a service (SaaS) solutions like Lumoa are available, which automate many CX tasks, offer a granular perspective for in-depth analysis, and streamline upgrading your CX strategy.
Ok, Google: Scale my SaaS business
Intercom, Inc.
DECEMBER 5, 2019
? ?. Over a few decades, SaaS has evolved from a lofty concept to an integral part of the modern business landscape. In many respects, it’s now almost impossible to envisage a work environment that doesn’t rely on a SaaS product in some shape or form. Building successful SaaS companies in a rapidly evolving market.
Should You Use a Freemium SaaS Model to Sell Your App?
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?
How to Get Executive Buy-In for Customer Success Software
ClientSuccess
SEPTEMBER 28, 2020
Customer success is a unique department within a SaaS organization. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.
NPS 105
105 
11 Actionable Insights for Exceptional SaaS Customer Experience
SurveySensum
SEPTEMBER 5, 2023
Do you know how exceptional customer experience can transform your SaaS journey? If not then imagine you found a SaaS product that is super easy to use and integrate. A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates.
Which Surveys to take across B2B Customer Experience Journey?
SurveySensum
AUGUST 2, 2023
In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. B2B SaaS The B2B SaaS customer journey is filled with multiple touchpoints from initial awareness to renewal and beyond that shape customer experiences. Which Survey to Launch?
B2B 52
52 
Products in the “long tail” of martech have a wide range of different strategies and aspirations
Customer Think
OCTOBER 26, 2023
And while it’s been a tough couple of years for many SaaS companies, forcing industry consolidation through acquisitions or shutdowns, the number of new martech startups that keep entering the field remains remarkably robust. At last count, there are over 11,000 products on the martech landscape. Are these people nuts?
Technology 40
40 
Batting above your average: Optimizing your sales strategy for SaaS
Intercom, Inc.
OCTOBER 24, 2022
Earlier this week, the Intercom team visited SaaStock Dublin for three days of incredible talks and informative workshops with the most exciting new SaaS companies in the industry. . One the biggest mistakes I see is SAAS companies adopting a ‘one size fits all’ approach”. Different company, different sales motion.
Sales 91
91 
Top 10 B2B SaaS Feedback Software
SurveySensum
AUGUST 3, 2023
This is where B2B SaaS feedback software comes to the rescue! So, without further ado, let’s explore the top 10 B2B SaaS feedback software options that can revolutionize the way you do business! What is B2B SaaS feedback software? How did we evaluate the B2B SaaS feedback software? How to choose the right software?
B2B 52
52 
3 essential customer service tips that SaaS startups need to know
Zendesk
AUGUST 4, 2021
“Is SaaS the next big thing?” So as SaaS startups grow, how can they keep the feedback loop between customers and the company close? How can SaaS startups ensure they’re building a customer-focused organization – and why should they? A SaaS startup needs to stand apart from the herd at every phase of development.”.
Guest Post: Ways to Improve the SaaS Customer Experience
Shep Hyken
FEBRUARY 18, 2022
This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. Software as a service (SaaS) has grown rapidly in recent years, particularly in recent months.
Hosted LMS vs. SaaS LMS: Which One Is Best for You
ProProfs
FEBRUARY 23, 2022
Do you ever wonder what a hosted LMS and a SaaS LMS are and how they compare against each other? For the purpose of this post, let’s focus on hosted LMS and SaaS LMS. What is a SaaS LMS? A SaaS LMS is a type of LMS based on the model of software as a service. Examples of SaaS LMS. Why Use SaaS LMS?
Education 52
52 
Zendesk provides Vimeo with a flexible solution to easily scale customer support operations
Zendesk
FEBRUARY 8, 2022
Vimeo is a SaaS company at the forefront of the video industry, empowering video creators with the tools and technology they need to succeed with video. As Vimeo’s customer base grew over the years, they found that their traditional support tools—phone and shared inbox—would not scale due to the manual effort required.
Construction 98
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