PeopleMetrics

FEBRUARY 25, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time.

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

Totango

JANUARY 22, 2024

2024 will be a pivotal year for business leaders to lean into CS as a core C-suite partner for defining strategy and the path to growth. Chris Dishman, SVP of Customer Success, Totango Expansion will become a top growth driver for recurring revenue companies For a while, expansion has been overlooked as a driver of SaaS growth.

AI 94

AI Engineering Business Growth Customer Acquisition 94

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.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

SEPTEMBER 26, 2023

Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features. Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints. 11 Proven Strategies to Improve Product Adoption ​​1.

Customer Retention 52

Customer Retention Start-ups Sales Customer Expectations 52

SurveySensum

AUGUST 3, 2023

This is where B2B SaaS feedback software comes to the rescue! By using such a tool, you can easily gather feedback from your customers, analyze it, and gain valuable insights into their experiences. This is just one reason that highlights the importance of using feedback software. What is B2B SaaS feedback software?

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Intercom, Inc.

JUNE 1, 2018

About 50 percent of my time was spent communicating with potential users, whether that was asking them to try Intercom over email, meeting them at conferences, responding to them in blog comments or talking to them on Hacker News. I didn’t have a perfectly mapped out startup marketing strategy. Pitching your product.

Start-ups 201

Start-ups Social Media Gaming Technology 201

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. We’ll walk you through a five-step strategy to promote customer success using playbooks.

Customer Retention 86

Customer Retention Construction Touchpoint Gaming 86

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 76

Customer Journey Map Net Promoter Score B2B Social Media 76

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey? What Are the Stages in a SaaS Customer Journey?

Customer Journey Map 110

Customer Journey Map Touchpoint Start-ups Social Media 110

Zendesk

AUGUST 4, 2021

“Is SaaS the next big thing?” Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. So as SaaS startups grow, how can they keep the feedback loop between customers and the company close?

Customer Service 98

Customer Service Social Media CX AI 98

SurveySensum

JANUARY 26, 2024

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. So, what strategies do you need to use at this stage? User testimonials and success stories.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

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. Finally, we’ll explore what B2B customer service and customer success have in common and why you need them to work together to achieve winning SaaS business results. What is B2B Customer Service?

B2B 91

B2B Customer Service B2C Net Promoter Score 91

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Incorporate customer feedback. Demonstrations.

Customer Retention 84

Customer Retention Customer Journey Map Net Promoter Score Scorecard 84

Totango

JUNE 3, 2022

While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Use these email templates to help you save time implementing your CS strategy. Feedback Request Email Template. Renewal reminder emails are vital for SaaS subscription services.

Start-ups 108

Start-ups Sales Customer Satisfaction Customer Feedback 108

SurveySensum

OCTOBER 20, 2023

Have you ever wondered how the most successful SaaS products continue to thrive and meet the ever-evolving customer needs? What strategies help them prioritize features and maintain efficiency in a fiercely competitive landscape? By leveraging the product feedback platform. What is a Product Feedback Loop?

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 101

Customer Feedback Net Promoter Score NPS Voice of the Customer 101

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Why Optimizing Your SaaS Onboarding Matters. A Customer Onboarding Checklist for Successful CS Teams.

Customer Journey Map 92

Customer Journey Map Close the Loop Start-ups Technology 92

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Education 70

Education Innovation Customer Service 70

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. Let’s scroll down and discover!

Sales 52

Sales Customer Feedback Start-ups CX 52

Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. The best way to know your customers is through feedback. It’s a B2B SaaS application, think of it as a CRM. Use it to make better product decisions.

Engineering 225

Engineering Start-ups E-commerce Sales 225

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). If you aren’t getting their feedback, you are sticking your head in the sand. Don't be like this guy.

NPS 96

NPS Net Promoter Score B2B CRM 96

Intercom, Inc.

APRIL 29, 2021

We recently sat down with Joei to chat about her new series, how to work unexpected new formats into your content marketing strategy, and balancing creativity with lead generation. 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

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. Maximizing these benefits means reviewing and revising your onboarding strategy regularly to ensure an optimal experience.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

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. So, let’s jump right in. You wander aimlessly because you don’t know where to go.

B2B 52

B2B Text Analytics Customer Survey Customer Satisfaction 52

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. Whereas DAU/MAU ratio measures the frequency of using a SaaS solution, product adoption measures *breadth* and *depth* of using a SaaS solution.

Invoicing 59

Invoicing Net Promoter Score NPS Touchpoint 59

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? Feedback requests at the end of a session. Social Media.

Net Promoter Score 75

Net Promoter Score Start-ups Social Media NPS 75

SurveySensum

MARCH 15, 2024

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. These tools aim to provide valuable insights that can inform business decisions, strategies, and marketing efforts. Why is that?

Text Analytics 52

Text Analytics NPS Outlook CX 52

Aquire

DECEMBER 9, 2021

That’s why we’ve put this list of proven strategies together for you. 11 Strategies to reduce customer churn rate. Here are a set of strategies to help you do just that. And that means gathering customer feedback and measuring what is going on. What is customer churn rate? 250/1000) x 100 = 25 percent.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

SurveySensum

JANUARY 25, 2024

In this blog, I’ll share with you six simple tips on how to ask for a referral from a client. These tips are all about using the trust that comes with good customer feedback to turn that satisfaction into great opportunities. Launch NPS Surveys to Leverage Customer Feedback! But don’t worry!

NPS 52

NPS Customer Feedback Gaming Social Media 52

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

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

FEBRUARY 8, 2023

Customer engagement : if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Billing delinquency : unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. We’ll also show you how technology can help you automate your engagement strategy. You can apply this strategy to automated messages throughout your customer journey.

B2C 62

B2C Customer Journey Map NPS B2B 62

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. As a strategy, customer retention refers to the actions a company takes to proactively promote higher retention.

Customer Retention 74

Customer Retention Net Promoter Score Education Customer Feedback 74

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. Bringing in customers to help out with marketing initiatives is no new task, which is why being creative and customer-focused in your customer marketing strategy is key. Product Enhancements.

Customer Retention 81

Customer Retention Sales 81

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. That conversation involves the same renewal strategies you employed before the pandemic’s impact. Customer retention is the lifeblood of the SaaS and subscription industry.

Start-ups 62

Start-ups Construction Finance Customer Retention 62

Intercom

JANUARY 11, 2024

“We can come in and help establish the strategy, but we don’t need to work there full-time with benefits” Camille: I’ve been thinking about this. A colleague and I are working on a series of blog posts about this. And what could people who manage CX leaders specifically do better? Camille: Absolutely.

Customer Service 86

Customer Service CX AI Start-ups 86