ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. While people might not remember exactly what you said, they’ll always remember how you made them feel. Most of us felt like we somehow simultaneously did both.

2020 98

2020 Blog 2021 Chief Customer Officer 98

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say.

B2B 52

B2B Net Promoter Score NPS Feedback 52

SurveySensum

AUGUST 3, 2023

You have a great product that your team has worked tirelessly to develop. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software? How to choose the right software?

B2B 52

B2B Feedback NPS Demo 52

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. This blog will look into five NPS alternatives and why you should use them. But first… What is NPS? Net Promoter Score (NPS) is like a report card for your business.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

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. But what more can an exceptional SaaS customer experience bring to the table? You will continue using it, right? Your customers feel the same way.

Insights 52

Insights Customer Experience Metrics NPS 52

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. Here’s how to get customer feedback effectively using six simple strategies which combine manual methods with the power of automation. Use a Product Analytics Map for Your Product. After specific product adoption benchmarks have been achieved.

Feedback 103

Feedback Net Promoter Score NPS Customer Satisfaction 103

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. Today’s B2B customer researches, purchases and engages with products online.

B2B 109

B2B Customer Experience B2C Net Promoter Score 109

SurveySparrow

AUGUST 28, 2023

Have you ever found yourself immersed in the world of SaaS, wondering what makes certain companies stand head and shoulders above the rest? That’s right—this statistic alone underscores the game-changing nature of exceptional customer experience in the realm of SaaS. What is SaaS Customer Experience? Let’s start, shall we?

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. Here’s how to get customer feedback effectively using six simple strategies which combine manual methods with the power of automation. Use a Product Analytics Map for Your Product. After specific product adoption benchmarks have been achieved.

Feedback 72

Feedback Net Promoter Score NPS Customer Satisfaction 72

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. NRR : net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. they’re everywhere. they’re everywhere.

Article 67

Article Customer Service Hospitality Hotels 67

ShepHyken

NOVEMBER 13, 2020

So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy. So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy.

NPS 127

NPS Net Promoter Score Feedback Customer Experience 127

Totango

AUGUST 8, 2021

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. The first step in building strong SaaS customer engagement is understanding the current customer experience.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 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.

Metrics 59

Metrics Customer Success E-support Net Promoter Score 59

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 Feedback Roadmap 96

ClientSuccess

DECEMBER 21, 2021

These numbers are also shared with other departments, executives, and even board members to inform how the business is doing. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

Zonka Feedback

JUNE 16, 2023

Want to measure Net Promoter Score in your SaaS products & distinguish your promoters from passives and detractors? Check out this blog to learn the best way to measure NPS in SaaS products.

NPS 40

NPS Net Promoter Score Measurement 2018 40

GetFeedback

SEPTEMBER 14, 2018

In this post, let’s take a deeper look at the role customer effort plays in retention and churn, as well as how you can measure this throughout the course of a customer relationship. Below are a few key numbers to help clarify customer churn: Software-as-a-Service (SaaS) companies have monthly churn rates of around 5.4%.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

Solvvy

AUGUST 31, 2022

Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. How is a CSAT Score Calculated?

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

ProProfs Chat

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Therefore, tools and methods used to measure customer satisfaction should be defined carefully, and we are here to help. What is Customer Satisfaction?

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed.

Customer Success 97

Customer Success Customer Experience Customer Relationships Customers 97

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?

Marketing 52

Marketing Measurement Customer Satisfaction Demo 52

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. Basically, Customer journey analytics is a means to analyze how your customer engages with your product within a customer journey.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 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. Why is that? This resulted in more relevant downloads and positive feedback from customers. Well, it’s not.

2024 52

2024 Marketing Demo NPS 52

SurveySensum

JANUARY 25, 2024

Their kind words about how much they liked our services got me thinking – could their happiness translate into more opportunities for me? We all know how powerful it is when someone spreads word-of-mouth about something. In this blog, I’ll share with you six simple tips on how to ask for a referral from a client.

Reference 52

Reference Insurance NPS Demo 52

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. In this blog, I will cover the 4 high-level categories of customer success metrics. Customer health metrics include more than product usage metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed.

Customer Success 74

Customer Success Customer Experience Customer Relationships Customers 74

SurveySparrow

MAY 6, 2020

For most businesses, especially SaaS businesses , customer churn is a big problem. You can track this using the NPS survey at customer touchpoints. Again, NPS is a metric that you can use to check this. NPS helps measure the effectiveness of the customer service team. NPS can help track its efficacy.

NPS 72

NPS Net Promoter Score Customer Journey Customer Journey Mapping 72

Totango

AUGUST 21, 2020

Question: How did Totango help with this cloud transformation and how many Totango users do you have? A: How was the Totango learning curve for these 13k users especially with so many tools SAP already has? A: How was the Totango learning curve for these 13k users especially with so many tools SAP already has?

Innovation 116

Innovation Customer Success NPS Reference 116

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. So, how can your business win over this growing contingent of experience-focussed customers? Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1:

Metrics 49

Metrics Net Promoter Score NPS Customer Retention 49

ClientSuccess

APRIL 5, 2022

Did you know you can ask more than one question in an NPS survey? While traditional NPS surveys are typically one-and-done questions, many SaaS organizations are starting to expand their surveys to gather more information from users. . Why expand your NPS survey? NPS survey questions to consider .

NPS 52

NPS Social Media Roadmap Feedback 52

SurveySensum

OCTOBER 12, 2023

So, with this blog, we will talk about the top 7 InMoment alternatives and competitors that you can explore for effective feedback management. How Did We Evaluate InMoment Alternatives? When you are thinking of buying a new product, what do you do? Source How Did We Evaluate InMoment Alternatives?

2023 52

2023 NPS Feedback Metrics 52

Totango

MARCH 5, 2021

To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. First , actively monitoring your CRR provides you with an objective metric to measure the effectiveness of your customer retention strategy.

Customer Retention 87

Customer Retention Net Promoter Score Measurement Loyalty Programs 87