Totango

JUNE 3, 2022

As [Sales Rep Name] mentioned, I’ll be your main point of contact, and it’s my job to make sure you have everything you need to achieve your goals with our products. Two of the biggest tasks for customer success managers is keeping customers engaged and generating feedback to ensure they are satisfied. Customer check-ins.

Start-ups 108

Start-ups Sales Customer Satisfaction Customer Feedback 108

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Customer Feedback 101

Customer Feedback Net Promoter Score NPS Voice of the Customer 101

SurveySensum

JANUARY 24, 2024

One of our long-time SaaS clients, Alice, launched her business a few years ago, and her project management tool skyrocketed as it solved a few drawbacks of existing tools in the market. Initially, Alice was excited about these feature requests from the product feedback surveys. Is this our most pressing need right now?

Sales 52

Sales Customer Feedback Start-ups CX 52

Intercom, Inc.

NOVEMBER 20, 2018

In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. In this post, I outline how SaaS founders should modify their approach and implement a simple sales methodology to increase their odds of success. Meet your target users and get feedback.

Sales 178

Sales B2B Start-ups Education 178

SurveySensum

OCTOBER 20, 2023

Have you ever wondered how the most successful SaaS products continue to thrive and meet the ever-evolving customer needs? To answer this, we explore three key questions that product developers commonly face: How do they know what users really want? These questions hold the key to elevating your product’s success.

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

Aquire

SEPTEMBER 28, 2021

The standard business practice is sending quarterly surveys to all customers, especially in the SaaS space. A promoter or a passive can have an issue with your product, but they may still like your business as a whole. A survey is an important piece of feedback from your customer. Work closely with product teams.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98

SurveySensum

SEPTEMBER 22, 2023

Every business aims for the perfect product that customers adore. Take Apple, for example, who just launched products as per the market i.e., its latest iPhone 15 and sleek smartwatches. Apple continuously introduces products that not only excel but also cater to their customers’ desires. What is Product Market Fit?

Customer Satisfaction 52

Customer Satisfaction Text Analytics Customer Feedback Customer Retention 52

SurveySensum

JANUARY 25, 2024

The prospect was thrilling, but then, I found myself in a bit of a conundrum – the tricky task of asking for a REFERRAL. It’s like asking for a favor, but an important one! But asking for that magic word, “referral,” can feel like tiptoeing through a social minefield. But don’t worry!

NPS 52

NPS Customer Feedback Gaming Social Media 52

Totango

FEBRUARY 10, 2021

When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. Incorporate customer feedback. Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Proactively guide customer growth.

Customer Retention 84

Customer Retention Customer Journey Map Net Promoter Score Scorecard 84

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

SurveySensum

FEBRUARY 6, 2024

The feedback from these surveys will help you prevent customer churn or resolve the issue from the core so that no one else jumps ship for the same reason. ” Let’s talk about that and more in this blog – from using them to reduce customer churn to asking the perfect survey questions. So, what is a cancellation survey?

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. The channels can vary, but at Intercom we focus on a mix of email, in-app messages and bots since this is what our product offers. This is where having a solid customer engagement strategy comes in.

Start-ups 202

Start-ups Customer Feedback Sales 202

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Customer Feedback 71

Customer Feedback Net Promoter Score NPS Voice of the Customer 71

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team.

Customer Retention 81

Customer Retention Sales 81

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). How likely are you to recommend my product or service?”. the question of NPS for your company:?

NPS 96

NPS Net Promoter Score B2B CRM 96

SurveySensum

JULY 25, 2023

That’s what we’re going to talk about in this blog – 7 common pitfalls to avoid while sending B2B surveys. By knowing this objective, they created a SaaS onboarding survey with targeted questions that give valuable feedback. It’s like asking a vegetarian about their favorite steakhouse!

B2B 52

B2B Text Analytics Customer Survey Customer Satisfaction 52

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? What is a Customer Advisory Board (CAB)? Find your customer champions.

Net Promoter Score 75

Net Promoter Score Start-ups Social Media NPS 75

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. The best way to gain this information is through customer engagement.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

Intercom, Inc.

APRIL 29, 2021

Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now.

Innovation 118

Innovation B2B Start-ups Education 118

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Product Usage – DAU/MAU Ratio. Product usage measures the level of engagement the customer has with your solution. Customer Engagement.

Invoicing 59

Invoicing Net Promoter Score NPS Touchpoint 59

Totango

JUNE 4, 2021

Get Users’ Attention with In-product Messaging. What your customer does when they’re using your app helps determine whether or not they renew their subscription to your product. Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey.

B2C 62

B2C Customer Journey Map NPS B2B 62

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative. But is it worth it?

Manufacturing 52

Manufacturing B2B NPS Compliance 52

Aquire

DECEMBER 9, 2021

And that means gathering customer feedback and measuring what is going on. It also gives you the chance to ask follow up questions, probe deeper, and clarify things if needed. Just bear in mind not to ask too many questions. That’s why we’ve put this list of proven strategies together for you. What is customer churn rate?

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

SurveySensum

FEBRUARY 24, 2023

After all, the longer you keep your customers satisfied, the more likely they are to stay loyal to your brand and continue to invest in your products. In this blog, we will explore various strategies that automotive businesses can use to improve customer satisfaction. So, let’s get started!

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. In my second stage, I joined a SaaS business and an agency. The age of the marketplace.

B2B 118

B2B Education Start-ups Agriculture 118

Totango

OCTOBER 20, 2022

A customer success manager helps customers continually see value in your product by helping them discover new features and teaching them how to use your product to their maximum benefit. CSMs act as the voice of the customer bringing user experience feedback to the product team. Interpersonal skills. Persuasion skills.

Social Media 90

Social Media Sales Start-ups Customer Relationship Management 90

Zendesk

APRIL 5, 2022

It’s all about providing buyers with the tools, training, and resources they need to successfully use your products or services. SaaS and B2B organizations (especially those with subscription models) often require customer enablement. With many B2C products, the need for education and follow-up information usually isn’t necessary.

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

SurveySensum

NOVEMBER 25, 2022

Customer Effort Score (CES) is a customer experience metric that helps businesses to measure the level of effort made by customers to either use their products and services or to get their issues resolved. This is the importance of CES but do you know what questions you should ask while creating CES surveys? So, what is CES?

Customer Journey Map 52

Customer Journey Map Start-ups NPS Customer Retention 52

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Meet Our Panel of Contact Center Experts: . Tyler Riddell. Alex Tebbs. Vincent Nero. Rachel Ivers. Katherine Dougherty. Kolin Porter.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom, Inc.

JULY 26, 2018

Faced with the reality that were no options left, Josh had to ask his employees to take a 15% pay cut – and a 30% salary reduction himself. He craved thoughtful feedback from real customers (instead of free beta users) and rushed to market. He searched for ways to cut costs. Hard conversations ensued.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

Totango

JUNE 9, 2020

Customer retention is the lifeblood of the SaaS and subscription industry. The SaaS model has created a balance in which the customer receives continued business value over time, while the enterprise gains a reliable, growing source of revenue. How to Encourage Renewals. Demonstrate Value. Start Thinking Renewal Early.

Start-ups 62

Start-ups Construction Finance Customer Retention 62

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. Successful businesses understand their product or service is about more than the transaction; they are in the relationship business.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Totango

JULY 24, 2020

The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. 1. You can give your customer their first glimpse of value as they are being introduced to your product.

B2B 62

B2B VOC Customer Feedback Voice of the Customer 62

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. By utilizing certain customer onboarding best practices in your enterprise, you can ensure that your clients successfully learn to use your product, see its value for their business, and start on the right path toward high lifetime value.

VOC 71

VOC Net Promoter Score Start-ups NPS 71

ClientSuccess

JANUARY 8, 2019

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. Though it’s important to realize not to just focus on product usage alone. are Declining. are Declining.

Net Promoter Score 58

Net Promoter Score NPS Start-ups Customer Satisfaction 58

ClientSuccess

NOVEMBER 26, 2018

Ask them about new features they’re interested in, new industries they’re thinking about expanding in to, or any new customers they’ve recently acquired on their side. Ask them to beta test new products or offer them as an ‘early release’. One tactic is offering customers the opportunity to beta test a new service or product.

Customer Retention 56

Customer Retention Innovation Customer Satisfaction Customer Relationship 56