Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Encouraging more significant product usage. What Is Customer Retention Software?

Customer Retention 100

Customer Retention CRM Customer Relationship Management Customer Loyalty 100

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 103

Customer Feedback Net Promoter Score NPS Voice of the Customer 103

Totango

AUGUST 18, 2022

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. What Is the Client Onboarding Process?

Customer Journey Map 94

Customer Journey Map Close the Loop Start-ups Technology 94

SurveySensum

JANUARY 26, 2024

Intrigued, she navigated the website and product and finally placed the order. Through insightful analysis, practical tips, and real-world examples, we aim to equip businesses with the knowledge needed to navigate and enhance their customers’ journey, leveraging the power of a robust customer feedback tool.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

SurveySensum

MARCH 15, 2024

Picture this : Company A and Company B both launched a similar type of product which makes them competitors. They both launched their products around the same time but only Company B received more downloads and positive feedback. This resulted in more relevant downloads and positive feedback from customers. Why is that?

Text Analytics 52

Text Analytics NPS Outlook CX 52

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. How to Manage Multiple Feature Requests?

Sales 52

Sales Customer Feedback Start-ups CX 52

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? How do they meet the diverse needs of a global user base?

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

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 72

Customer Feedback Net Promoter Score NPS Voice of the Customer 72

Totango

MARCH 4, 2022

In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. Common examples of B2B customer service issues that arise in a SaaS context include: Billing problems.

B2B 93

B2B Customer Service B2C Net Promoter Score 93

Intercom

JANUARY 11, 2024

Customer service teams need a data-driven approach to work with product in prioritizing what makes sense for the business and delivers value for the target. A profound transformation is underway in customer service. It’s not a job for the faint-hearted, but it’s one today’s guest, Camille E. Layoffs will decrease the quality of the service.

Customer Service 86

Customer Service CX AI Start-ups 86

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). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score B2B CRM 96

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. How Did We Evaluate InMoment Alternatives? So, let’s start exploring.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

ClientSuccess

JANUARY 25, 2021

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Product Enhancements. Why is customer marketing important? Case Studies.

Customer Retention 81

Customer Retention Sales 81

Zendesk

APRIL 5, 2022

How do you make that happen? Customer enablement refers to the processes and strategies companies use to enhance the overall customer experience. It’s all about providing buyers with the tools, training, and resources they need to successfully use your products or services. tools, processes, and resources must begin now.

Net Promoter Score 52

Net Promoter Score Education NPS B2B 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. Most call centers struggle with efficiency at one time or another. Meet Our Panel of Contact Center Experts: . Tyler Riddell.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom, Inc.

APRIL 29, 2021

While a career in marketing wasn’t exactly in her plans (she stumbled into it by accident when she was living abroad in Paris), – her background in literature and film studies has given her an unusual perspective that encouraged her experiment with bold and new storytelling formats to drive organic growth.

Innovation 118

Innovation B2B Start-ups Education 118

SurveySensum

OCTOBER 17, 2023

The application process was lengthy and time-consuming. Sarah reluctantly accepted the terms and embarked on a lengthy loan approval process To say that Sarah’s experience with the NBFC was dissatisfying would be an understatement. But before that, let’s first understand what an NBFC customer feedback tool is.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

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

Totango

JANUARY 17, 2019

Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. A rapid onboarding process is your first chance to impress. You can consider your customer to be in the onboarding phase right up until they start to gain value from your products and services.

Customer Loyalty 74

Customer Loyalty Social Media Customer Retention Start-ups 74

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.

Social Media 92

Social Media Sales Start-ups Customer Relationship Management 92

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. And by the time they make their first contact, the decision has likely been made.

B2B 118

B2B Education Start-ups Agriculture 118

Aquire

JULY 6, 2021

So, how can you analyze your journey and go about improving it in the right way? Consider a B2B buyer who becomes aware of a SaaS software company that can address their particular needs, for example. The table below provides a general overview of how the B2B customer journey could look. That’s all part of the customer journey.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Totango

JUNE 9, 2020

How to Encourage Renewals. 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. You just have to adapt them to today’s sensitivities.

Start-ups 62

Start-ups Construction Finance Customer Retention 62

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. How many employees support digital engagement at Aruba? MH : Well, it all started off on big sticky notes, just trying to figure out how we wanted our customers to experience their onboarding journey.

Customer Journey Map 112

Customer Journey Map Touchpoint Start-ups Engineering 112

Callminer

APRIL 23, 2019

There are many organizations which, for one or more reasons, collect credit card numbers over the phone. Manual Filtration: Manually filtering recordings and transcripts is a process that takes place after calls take place. These phone calls are often kept for many reasons, including: Protection against liability.

Compliance 159

Compliance Contact Center E-commerce Customer Satisfaction 159

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. How many employees support digital engagement at Aruba? MH : Well, it all started off on big sticky notes, just trying to figure out how we wanted our customers to experience their onboarding journey.

Customer Journey Map 86

Customer Journey Map Touchpoint Start-ups Engineering 86

Intercom, Inc.

JULY 26, 2018

Here are five quick takeaways: Josh’s goal with Baremetrics was to get it up and running as quickly as possible, following Reid Hoffman’s suggestion that if you’re happy with the product, you haven’t launched early enough. He craved thoughtful feedback from real customers (instead of free beta users) and rushed to market.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts. This is where differences start to come into play.

Touchpoint 42

Touchpoint Sales 42

SurveySensum

APRIL 21, 2023

This blog discusses the 15 best Formstack alternatives, examining their features, pros, cons, and pricing to help you choose the right tool for your business. How did we evaluate Formstack Alternatives? Customer reviews offer valuable insights into a product’s pros, cons, and evolution. Let’s dive in. Source 5.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

ClientSuccess

JANUARY 5, 2018

In this article, Skok discusses how failure to onboard a customer successfully and how loss of the champion who drove the purchase are two of the major reasons for churn. I wanted to share three easy steps to build a repeatable and high beneficial customer onboarding process. Decide How You Want To Engage With Customers.

Customer Feedback 40

Customer Feedback Sales Customer Satisfaction Technology 40

ClientSuccess

MARCH 8, 2018

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. It also impacts trusts.

Start-ups 40

Start-ups Customer Feedback 40

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. How many employees support digital engagement at Aruba? MH : Well, it all started off on big sticky notes, just trying to figure out how we wanted our customers to experience their onboarding journey.

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

ClientSuccess

NOVEMBER 21, 2017

It can be tempting to sit there wondering what happened, or how the relationship dynamic changed so quickly. It can be tempting to sit there wondering what happened, or how the relationship dynamic changed so quickly. Executive involvement can expedite this process and ensure engagement on both sides.

Customer Relationship 50

Customer Relationship Start-ups Sales Customer Satisfaction 50

ClientSuccess

APRIL 13, 2017

Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year. Miscommunication, product misses, unresolved issues, and perhaps even lost revenue or churn.

Start-ups 41

Start-ups Touchpoint B2B Customer Feedback 41

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. How has it helped you? How has it helped you? It’s our job as CSMs to understand our customer’s pain and consult on how to solve that pain.

Sales 40

Sales Start-ups Touchpoint 40

ClientSuccess

NOVEMBER 16, 2017

CSM from the Trenches Best Practice – How to Make an Effective Apology. At the moment we’re still figuring out how to optimize this”. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Company : Intuo. Location : Belgium. Express regret.

Engineering 47

Engineering 47

ClientSuccess

SEPTEMBER 15, 2018

Although these meetings may take a full day (or even multiple days), they are fundamental processes that must be acknowledged. You should consider which team is responsible for which part of the process. Departmental strategy planning: a necessary evil of any high-growth company. Customer Stories from the Source.

Sales 40

Sales Start-ups 40