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.

Sales 118

Sales Social Media Engineering Technology 118

Zendesk

AUGUST 4, 2021

“Is SaaS the next big thing?” Still, a new generation of enterprises was offering something that had already been revolutionizing tech: Software on demand, centrally hosted in the cloud and subscription-based. It’s also where novel ideas go to market – often executed as software. Scaling your startup with customer service. “In

Customer Service 98

Customer Service Social Media CX AI 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Supporting CS research.

Social Media 118

Social Media B2B Customer Loyalty Start-ups 118

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. Most expect to see CS emerging as a growth engine.

AI 96

AI Engineering Business Growth Customer Acquisition 96

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

NPS 89

NPS Touchpoint CRM Customer Relationship 89

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Your product adoption strategy—the process you follow to ensure your customer is achieving maximum value from their daily use of your product—should be based on solid data and driven by the pursuit of ever-evolving goals.

NPS 118

NPS Customer Experience 118

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. Your customers feel the same way. But what more can an exceptional SaaS customer experience bring to the table? Why does this matter? –

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

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. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 99

Net Promoter Score Customer Acquisition NPS Customer Journey Map 99

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Customer Journey Map 78

Customer Journey Map Net Promoter Score B2B Social Media 78

SurveySensum

AUGUST 21, 2023

Are you struggling with retaining your existing SaaS customers? However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software.

Customer Retention 52

Customer Retention B2B Close the Loop NPS 52

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. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

Intercom, Inc.

APRIL 30, 2020

In times like these, we could all use friends, supporters, collaborators. And as businesses, we could all use partners to forge stronger relationships with our customers. These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone. Here’s how they work. Example sales one pager.

Sales 223

Sales Start-ups Customer Relationship Technology 223

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Find customer champions.

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 111

B2B B2C Customer Experience Net Promoter Score 111

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Customer Journey Map 95

Customer Journey Map Close the Loop Start-ups Technology 95

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Contract renewal is the stage in your SaaS customer’s lifecycle where they decide whether or not to extend a subscription that is about to expire. What Is Contract Renewal?

Customer Retention 96

Customer Retention Start-ups Technology Technology 96

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Software installation and onboarding issues.

B2B 94

B2B Customer Service B2C Net Promoter Score 94

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Be Proactive: Support can no longer wait for customers to call.

B2B 81

B2B Customer Retention Customer Relationship Sales 81

ProProfs

FEBRUARY 23, 2022

Do you ever wonder what a hosted LMS and a SaaS LMS are and how they compare against each other? These are some of the questions we answer in this blog post. 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.

Education 52

Education Start-ups 52

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? 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 Touchpoints When to Conduct the Survey? But fear not!

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

SurveySensum

SEPTEMBER 26, 2023

You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features. But fear not, for there is hope!

Customer Retention 52

Customer Retention Start-ups Sales Customer Expectations 52

TeamSupport

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions. It’s also not as dynamic when customers scale. Cost Effectiveness and Flexibility.

B2B 64

B2B Start-ups Customer Relationship Sales 64

Intercom, Inc.

DECEMBER 28, 2022

After booming for the best part of two decades, a number of factors coincided to transform the SaaS landscape and tech more broadly. In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom, Inc.

JUNE 23, 2022

Software buying is undergoing a transformation, as is the case with many industries in the post-pandemic market. 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.

B2B 118

B2B Education Start-ups Agriculture 118

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Proactively guide customer growth.

Customer Retention 87

Customer Retention Customer Journey Map Net Promoter Score Scorecard 87

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Re-tune Your Digital Engagement Strategy.

Finance 77

Finance Education Sales Technology 77

TeamSupport

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” Profit Contribution: The customer support function has evolved drastically in the past 10–15 years.

Net Promoter Score 98

Net Promoter Score B2B NPS Customer Satisfaction 98

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. They are: Use Customer Goals and Objectives to Personalize Onboarding. Right Touchpoint, Right Time.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Customer Feedback 104

Customer Feedback Net Promoter Score NPS Voice of the Customer 104

Hodusoft

MAY 11, 2022

A cloud IP PBX is the latest business communication solution that falls under the category of Software-as-a-Service (Saas). Hosted IPPBX software provides a virtual communication channel along with robust features. Saves cost as the maintenance and support are undertaken by a third-party service provider.

CX 98

CX Government Actionable Insights Omnichannel 98

Zendesk

MARCH 23, 2023

Mike Knoop once maintained that software integrations, the bedrock of his startup, aren’t that exciting. Zapier is still a no-code platform designed to help connect the many tools and workflows supporting businesses. But fans of that startup, Zapier, shouting his name and high-fiving him at conferences, suggested otherwise.

Engineering 52

Engineering Technology Technology 52

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

B2B 65

B2B Technology Technology Sales 65

Totango

AUGUST 28, 2020

A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Define your goals and KPIs.

Customer Retention 71

Customer Retention Innovation Start-ups Sales 71

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. The best of the blog. Significant digits: 240 blog posts, 18 videos. Eoghan McCabe, CEO. “We

Engineering 150

Engineering Start-ups Gaming Sales 150

Comm100

JANUARY 5, 2022

However, the effectiveness of this channel can vary widely depending on the live chat software. The top 4 factors government agencies need in live chat software . If something is complicated to use, customer experience will immediately suffer, and as so will engagement. Custom routing . Excellent user experience .

Government 80

Government CRM Omnichannel Case Management 80

Intercom, Inc.

FEBRUARY 26, 2018

The same is true in software. In this battle, I’ve found a secret weapon hidden within one of our core engineering strategies, an idea called Run Less Software. In this battle, I’ve found a secret weapon hidden within one of our core engineering strategies, an idea called Run Less Software. Innovative startups.

Engineering 224

Engineering Technology Technology Innovation 224

Totango

JUNE 11, 2021

In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . Microsoft SQL Server.

Finance 63

Finance Start-ups Sales Technology 63