Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success?

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Amity

NOVEMBER 11, 2013

In the SaaS industry we transformed the delivery of technology from Hard Offerings to Soft Offerings over a decade ago. The switch from on-premise products to cloud-based services is transforming the technology industry from a Hard Offering model into the Soft Offering model. SaaS is a Soft Offering.

Customer Relationships 48

Customer Relationships Entertainment Definition Innovation 48

CSM Magazine

JANUARY 22, 2024

To address these challenges, many businesses rely on software as a service (SaaS) platforms that offer customer service solutions, such as chatbots, ticketing systems, live chat, knowledge bases, feedback tools, and more. According to a report by Grand View Research , the global SaaS customer service market size was valued at USD 261.15

Customer Service 52

Customer Service 2023 2024 E Commerce 52

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. Without a strong focus on these aspects, SaaS companies risk falling behind the competition and losing valuable customers. What is NPS, CSAT, and CES?

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

SurveySensum

AUGUST 17, 2023

Your customers will rate their score on a scale from 0 to 10 about their likelihood of recommending your SaaS product to others. Calculate your NPS Score for FREE Now you must be thinking about → What is a good NPS score for SaaS? → Is there any need to conduct SaaS NPS Benchmarking? What is a Good NPS Score for SaaS Industry?

NPS 52

NPS Net Promoter Score Demo Customer Satisfaction 52

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

B2B 107

B2B Loyalty Net Promoter Score B2C 107

ChurnZero

JULY 27, 2021

ChurnZero is a finalist in the 2021 SaaS Awards Program in the category of Best SaaS Product for Customer Service/CRM. Categories for 2021 include Best Enterprise-Level SaaS and Best Data-Driven SaaS, alongside new categories including ‘Bespoke SaaS Solution’. About the SaaS Awards. About ChurnZero.

2021 98

2021 2011 Innovation 2022 98

ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. LiquidPlanner. Stack Overflow.

2021 98

2021 Net Promoter Score NPS Document 98

SurveySensum

JANUARY 8, 2024

After working with different companies across industries, I have understood that choosing the right survey frequency is not a mere technicality – it’s a strategic approach that influences how businesses perceive and respond to evolving customer needs and preferences. SaaS SaaS Touchpoints When to Conduct the Survey?

Feedback 52

Feedback Automotive B2B Touchpoint 52

SurveySensum

SEPTEMBER 11, 2023

How well is your SaaS product performing, especially in terms of SaaS customer retention ? And to do that you need to use a SaaS feedback platform that can set and track your SaaS KPIs the right way. And to do that you need to use a SaaS feedback platform that can set and track your SaaS KPIs the right way.

Metrics 52

Metrics 2023 Net Promoter Score Measurement 52

SurveySensum

SEPTEMBER 27, 2023

It helps you to retain customers It helps you increase customer loyalty It helps you build revenue It gives you a competitive advantage Customer Support Survey Questions for Different Industries Retail Industry SaaS Industry Automotive Industry Fintech Industry Insurance Industry Conclusion What Is a Customer Service Survey?

Insurance 52

Insurance Competitive Advantage Automotive Retail 52

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. How to crush SaaS customer onboarding: a roundup of expert advice.

Customer Success 98

Customer Success Download Customer Retention 2021 98

SurveySensum

AUGUST 22, 2023

A SaaS company receives a suggestion from a customer about simplifying the user interface. In the realm of SaaS, such success stories are born from leveraging customer feedback. Here we’ll explore the power of conducting SaaS customer feedback, leveraging them through the best practices and strategies. Not only that.

Feedback 52

Feedback Net Promoter Score B2B Roadmap 52

Gainsight

FEBRUARY 8, 2024

In the ever-evolving landscape of SaaS, Customer Success (CS) teams are facing a paradigm shift. As the SaaS industry matures and competition intensifies, the role of CS has expanded beyond mere support functions to become a critical driver of revenue growth and profitability.

Customer Success 52

Customer Success 2024 Touchpoint Financial 52

Retently

OCTOBER 16, 2023

When you see a modal customer satisfaction pop-up in the corner of a SaaS tool, you can predict (with some accuracy) the one question it’s likely to ask you. Create a free trial account for your own SaaS product, then send yourself an NPS email.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Heart of the Customer

MARCH 16, 2021

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs.

Insurance 167

Insurance Healthcare Customers Customer Relationships 167

ChurnZero

MAY 4, 2023

Companies operating in the SaaS space also stand to gain by borrowing a page from this playbook and striving to build a community online. Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success.

Feedback 98

Feedback Customer Success Customers Metrics 98

SurveySparrow

FEBRUARY 6, 2020

Now, looking back, SaaS companies have had quite a ride in the decade that passed by. The graph’s been rising up and as per studies conducted, by 2018, around 89% of the world’s business enterprises were already using SaaS solutions. During SaaS 1.0 During SaaS 1.0 Henceforth, Saas trends have been changing.

2010 107

2010 2020 Sales 2017 107

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

ClientSuccess

DECEMBER 5, 2022

A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. The value in CABs is most often realized in regulated industries or with complex products and business models like enterprise software. The CAB is an integral part of any successful SaaS business, so make sure to have a plan for.

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

Gainsight

APRIL 26, 2023

Oh, how far we’ve come—as a company, an industry, and an unstoppable community that we’ve forged around our annual Pulse Conference. Today, customer success is one of the fastest-growing disciplines in SaaS, with CEOs and Investors doubling down on Net Revenue Retention (NRR) to grow efficient, durable businesses.

2015 52

2015 2023 2013 2022 52

CustomerSuccessBox

AUGUST 25, 2022

The SaaS space is ever-changing and growing. So, how does one keep up with the SaaS trends? Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. It is advisable to follow industry events to understand the altered and advanced customer expectations.

2022 52

2022 Events Customer Success 2023 52

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. Then, we’ll review how the freemium model has emerged as the optimal way to introduce prospects to SaaS products.

2022 92

2022 Insights 2021 E Commerce 92

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. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

Net Promoter Score 105

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 105

Quadient

JULY 25, 2022

This year’s Leaderboard reflects several major shifts in the industry, with three critical updates that make it easier to plan customer communication transformation projects. Quadient Earns Leader Position on AnyPrem and Vendor-hosted SaaS Grids. Grid Filtering Systems Expands to Offer Flexible Range of Criteria.

Marketing 95

Marketing Document 2007 2022 95

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. In contrast, consumers across a range of industries say they would pay 7% to 16% more for products from brands that deliver a great customer experience. Use your customer input to make adjustments and improvements to your SaaS product.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

SurveySensum

AUGUST 9, 2023

Welcome to the world of B2B SaaS, where your product’s success depends on keeping your customers happy. That’s where the SaaS onboarding survey comes in – like a flashlight that helps you see through the fog of customer preferences. What is a SaaS Onboarding Survey? So say a big NO to generic surveys.

B2B 52

B2B User Experience Demo Feedback 52

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. We asked ChurnZero’s industry network of CS experts to weigh in. It’s an exciting time to be in customer success.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

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

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

Sales 74

Sales Customer Journey Mapping Loyalty User Experience 74

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Engage and learn from industry experts and influencers. Build your personal brand.

Customer Success 98

Customer Success Sports Leadership B2B 98

CSM Magazine

MARCH 3, 2022

SaaS tools have become extremely popular in the project management industry, transforming the way it operates. Here you will discover five leading SaaS tools for your office. Software as a Service (SaaS) has become the new normal of the 2020s. 5 SaaS tools office managers should be using this year.

Management 52

Management Travel Transportation E Commerce 52

Gainsight

FEBRUARY 28, 2024

This year more than ever, SaaS organizations are tasked with doing more with less, especially when it comes to parts of the business responsible for driving customer outcomes. Community-driven initiatives not only boost adoption and stickiness but also position businesses as industry leaders in customer experience.

2024 52

2024 Innovation Customer Success Engagement 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. 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.

Insights 52

Insights Customer Experience Metrics NPS 52

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. Software as a service (SaaS) has grown rapidly in recent years, particularly in recent months.

Customer Experience 69

Customer Experience Net Promoter Score Magazine B2B 69

ChurnZero

MARCH 10, 2021

ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. .

Net Promoter Score 98

Net Promoter Score 2020 Chief Customer Officer Leadership 98