InMoment XI

JANUARY 10, 2023

In order to understand what a CX Manager does—and why the role is so vital as companies scale—let’s picture a growing SaaS company, for example, that is considering adding this role. marketing, finance), but let’s focus on these four for the point of illustration. Even marketing folks have successfully led CX ops efforts.

Customer Experience 324

Customer Experience Management Touchpoint Net Promoter Score 324

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Blog content consumption. Examples include: Search engine queries and ads.

Net Promoter Score 106

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 106

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. There’s no doubt that customer success (CS) has become existential to SaaS.

2023 59

2023 Customer Success Multi-Channel B2B 59

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Role of Customer Success Manager in a SaaS Company. how to design and build a sales & marketing growth machine, etc. CustomerSuccessBox.

Blog 64

Blog Customer Success Customer Centricity Consulting 64

BirdEye

MAY 10, 2023

That’s where a great marketing strategy comes into play. In this blog post, we’ll share 12 marketing strategy examples to help get your creative juices flowing. Table of contents What is a marketing strategy? Content marketing Attract potential clients and generate revenue with high-value content.

Marketing 98

Marketing Social Media Advertising Reference 98

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

Feedback 98

Feedback Customer Success Customers Metrics 98

BirdEye

NOVEMBER 27, 2023

Essential CX and ORM reporting capabilities In the ever-changing world of B2B software services, the CX and ORM platform you choose hugely impacts your organization’s flexibility and intelligence. This information allows leaders to make data-driven decisions that improve marketing ROI and productivity.

Insights 113

Insights Social Media Multi-Channel Net Promoter Score 113

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers?

Webinar 52

Webinar 2021 Chief Customer Officer B2B 52

CustomerSuccessBox

DECEMBER 17, 2021

Marketing phrases get confusing pretty quickly. A complete understanding will allow you to implement effective marketing and user optimization strategies. Most of the time, marketers will use it to describe any form of customer-business interaction. Every B2B Saas company tracks its conversion rate.

B2B 52

B2B Touchpoint Net Promoter Score Customer Journey 52

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Nine Best Customer Success Communities in 2022.

2022 116

2022 Customer Success White Paper Social Media 116

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. B2Bs in the SaaS space today strive for agile growth. High engagement aids brand awareness and market positioning.

Brands 98

Brands Advertising B2C Leadership 98

BirdEye

OCTOBER 31, 2023

Table of contents What is reputation management? How companies manage their online reputation determines their ability to grow in a competitive market. A dedicated reputation management company can automate repetitive tasks, ensuring your brand maintains a robust reputation in the market. But this doesn’t happen automatically.

Management 109

Management Social Media Multi-Channel Feedback 109

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. Let’s discuss the nuances of B2B vs. B2C marketing. Content that’s extra thorough wins in B2B marketing.

B2C 85

B2C B2B Marketing White Paper 85

West Monroe

NOVEMBER 18, 2021

All of this speaks to an ever-expanding and changing market landscape for consumer subscription services. Featured Content. Given that context, we see three main lessons from our consumer subscription services research that are immediately applicable to B2B SaaS providers looking to engage and grow their customer base.

B2B 40

B2B Marketing B2C Consumers 40

West Monroe

NOVEMBER 18, 2021

All of this speaks to an ever-expanding and changing market landscape for consumer subscription services. Featured Content. Given that context, we see three main lessons from our consumer subscription services research that are immediately applicable to B2B SaaS providers looking to engage and grow their customer base.

B2B 40

B2B Marketing B2C Consumers 40

CustomerSuccessBox

APRIL 19, 2022

In this hyper-competitive SaaS world, businesses that have enhanced customer experience make it to the top 10% of the SaaS businesses that are able to achieve 125%+ MRR(Monthly Retention Rate). From marketing to customer support to even customer success. Why is it important to have Customer Journey Analytics?

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

ChurnZero

FEBRUARY 22, 2024

Customer success and marketing share common goals, especially if your company is one of the 61 percent of SaaS organizations with a dedicated customer marketing function to drive expansion, retention and advocacy. And, although it doesn’t always come easily, great things happen when marketing and CS unite.

Marketing 52

Marketing Events Multi-Channel Customer Centricity 52

Kustomer

APRIL 22, 2021

They discuss the importance of empathy and understanding the different types of customers for a SAAS company. In his experience evaluating a SAAS company’s software, Kyle finds that many organizations lack the presentation and demonstration skills necessary to hook buyers into finalizing their purchases. Breaking Down the Demo Process.

B2B 96

B2B Demo Sales B2C 96

CustomerSuccessBox

SEPTEMBER 29, 2022

The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. B2B SaaS businesses typically rely on their decisions on investments or IT solutions on the reliability of the brand or product. In B2B SaaS, what does time to value mean?

Metrics 52

Metrics Return on Investment B2B Customer Relationships 52

Totango

AUGUST 5, 2022

The contents of a client onboarding questionnaire vary by industry. In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. A marketing analysis of the client’s target audience, marketing strategy, and competitors.

Document 84

Document B2B Sales Customer Journey Mapping 84

CustomerSuccessBox

SEPTEMBER 20, 2021

Gain Grow Retain: B2B SaaS Customer Success. In the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations with industry executives who are actively growing and scaling their businesses with a customer-first approach. Link: [link].

Customer Success 52

Customer Success B2B NPS Customers 52

ChurnZero

OCTOBER 8, 2021

We have two customers, both are large enterprises signed up to use a given marketing SaaS product. Both customers have had good relations with the SaaS enterprise for years, and are comparable in size, geography, and stage. . Excellent B2B relations. . Excellent B2B relations. . Excellent B2B relations.

Metrics 98

Metrics E Commerce B2B Customer Success 98

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates.

B2B 73

B2B B2C Loyalty Sales 73

ProProfs Chat

OCTOBER 30, 2021

The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. That’s exactly what market segmentation is all about! With the help of certain shared factors, a wide population can be put into subgroups for targeted marketing. There’s more to it.

Marketing 95

Marketing E Commerce Social Media B2B 95

CSM Magazine

MARCH 31, 2023

That’s why many customer-centric companies are turning to automation, using SaaS (Software as a Service) tools and processes to give their customer service teams a leg up. In this article, we’ll closely examine the benefits of customer service workflow automation and how SaaS tools can help make it happen.

Customer Service 52

Customer Service E Commerce E-support Customers 52

PK

OCTOBER 2, 2019

The classic stereotypes of B2B tech buyers no longer hold true. Deals no longer hinge on cold calls, as B2B tech buyers want to shop anonymously for as long as possible. Some of this can be attributed to the rise of service-minded e-retailers like Amazon, a standard setter across B2B and B2C.

B2B 51

B2B Sales B2C Consumers 51

ChurnZero

MAY 11, 2021

As opposed to the SaaS, which stands for software as a service. . The event was full of content including- interactive breakouts, business challenge accelerator sessions, technology solution sessions, networking coffee brainstorm sessions, explainer sessions and how to sessions. .

2021 98

2021 Interaction Net Promoter Score Customer Success 98

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Continuously Market the Value of Your Product or Service.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

ClientSuccess

APRIL 28, 2021

In March 2020, Kristi also launched her own brand, CS Real Simple, as a content experience to serve the CS Community in simplifying the practice of Customer Success. Kristi’s reputation precedes her as being one of the most passionate, insightful and inspiring customer success leaders in SaaS. VP, Marketing & Sales.

Leadership 59

Leadership Customer Success 2021 2020 59

Amity

APRIL 25, 2016

Director of Marketing - ServiceRocket. Bill is a revenue marketer who leverages his background in professional development and training to create and execute content marketing strategies that drive profitable customer behavior. Market Strategy Manager - OpenView Venture Partners. C X Journey. Bill Cushard.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

CSM Magazine

JANUARY 29, 2021

Particularly if you run a B2B company, LinkedIn will prove to be one of the most significant lead generation sources. Create Engaging Content. The content you create and share plays a key role in gaining credibility for your brand. Use your content as a way to offer value to readers. Offer Value. Interact More.

Social Media 98

Social Media Connections B2B Engagement 98

ClientSuccess

APRIL 28, 2021

In March 2020, Kristi also launched her own brand, CS Real Simple, as a content experience to serve the CS Community in simplifying the practice of Customer Success. Kristi’s reputation precedes her as being one of the most passionate, insightful and inspiring customer success leaders in SaaS. VP, Marketing & Sales.

Leadership 54

Leadership Customer Success 2021 2020 54

Totango

JUNE 4, 2021

The most basic way to do this is to address customers by name, a technique familiar with email marketing. Rewards will differ from B2B to B2C customers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal.

Customer Engagement 62

Customer Engagement Engagement B2C Customer Journey Mapping 62

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

2020 72

2020 Customer Success Events Workshop 72

delighted

SEPTEMBER 21, 2021

This post is a contribution by Brandon Sanders , Former Acquisition Marketing Manager for HubSpot, and current Growth Marketer for Stash. Customer engagement involves actively interacting with your audience with content that interests, educates, motivates, and/or transforms them. There is only one boss. The customer.

Customer Engagement 81

Customer Engagement Engagement Net Promoter Score NPS 81

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “After the challenging job market we saw in 2023, 2024 will be very different,” Swati says.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52