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 E Commerce 2024 52

DemandJump

NOVEMBER 2, 2022

Developing a SaaS marketing strategy is a perfect opportunity for companies to reach their target audience online. A strong B2B SaaS marketing strategy uses valuable content and search engine optimization (SEO) to drive organic traffic to your website. Content is the key to making that strategy work.

B2B 105

B2B Customer Base Marketing Customers 105

SurveySparrow

DECEMBER 27, 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.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

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

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Customer service. Customer success.

Touchpoint 118

Touchpoint Customer Journey B2B Customer Journey Mapping 118

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. Next, we’ll share six keys to effective SaaS customer engagement.

Customer Engagement 99

Customer Engagement Engagement Net Promoter Score Metrics 99

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 113

Customer Journey Customer Journey Mapping Touchpoint Events 113

Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

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

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 95

2022 Insights 2021 E Commerce 95

BirdEye

FEBRUARY 12, 2021

G2’s Best Software Awards ranks the world’s best software companies and products based on authentic reviews from real users. Birdeye was also listed among the winners of the APPEALIE SaaS award – the most selective award in software. APPEALIE 2020 Overall SaaS Award. G2 2021 Best Software Awards.

2021 98

2021 Net Promoter Score Innovation Demo 98

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. However, launching a SaaS company can be risky. However, too high a ratio could indicate that you need to boost your marketing budget.

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

BirdEye

MAY 6, 2021

There’s a reason why Birdeye is the #1 Experience Marketing platform on the market. Birdeye has been named an overall leader in categories as diverse as SMS Marketing, Experience Management, and Online Reputation Management for 12 consecutive quarters. G2 SMS Marketing Awards – 8 awards. 2021 G2 Spring awards.

Marketing 98

Marketing 2021 Magazine 2019 98

ChurnZero

JUNE 2, 2021

How does your company stack up to its peers in this regard? SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. Q&A Recap.

B2B 98

B2B Webinar 2004 2020 98

CSM Magazine

AUGUST 10, 2023

Calabrio, the workforce performance company, has appointed Dillon Nugent as Chief Marketing Officer (CMO). With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies.

Marketing 52

Marketing Customer Centricity Leadership Brands 52

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. This is easier said than done considering most company initiatives and activities tend to be self-centered: leaders only see what’s best for the business.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

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. So how do you get there? Take note, CS leaders.

Customer Success 52

Customer Success 2024 Touchpoint Financial 52

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. It’ll never get done this way.

Feedback 98

Feedback Customer Success Customers Metrics 98

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. 3: Ensure customer wins are shared out at companies. One role a CSM can play is acting as an internal marketer for your stakeholders and their successes.

B2B 92

B2B Reference Customer Success Customers 92

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

ClientSuccess

DECEMBER 5, 2022

A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Improve communication between customers and the company. . Hosting Your First CAB Meeting.

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

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. That means it’s critical to empower our customers to be wildly successful with our products and services. Welcome to the stage, Gainsight Customer Communities.

2024 52

2024 Innovation Customer Success Engagement 52

Gainsight

OCTOBER 20, 2021

Leading a go-to-market strategy can feel like a hailstorm. And all the while, the pressure of launching a successful go-to-market strategy is forming all around. There are three pillars to support your product-led go-to-market strategy and lead your team to success. Why perfect your product-led go-to-market strategy?

Marketing 98

Marketing User Experience Feedback Demo 98

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

Customer Journey Mapping 100

Customer Journey Mapping Net Promoter Score Customer Journey B2B 100

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

Kustomer

JULY 28, 2021

In recognition of that achievement, we are proud to announce that Kustomer is a finalist in the 2021 SaaS Awards Program in the category of “Best SaaS Product for Customer Service/CRM.”. Customer service has changed drastically over the past fifteen years, when things like smartphones and Twitter didn’t exist.

2021 98

2021 E Commerce Interaction Metrics 98

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. 6 user adoption strategies for B2B SaaS businesses.

B2B 94

B2B Metrics Marketing Engagement 94

SurveySensum

SEPTEMBER 26, 2023

Have you ever poured your heart and soul into creating a product, only to find that it languishes in the market, struggling to gain traction? Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features. But fear not, for there is hope!

Management 52

Management Demo User Experience Measurement 52

Wootric

JUNE 1, 2020

There was a time when executives were the gatekeepers who decided which B2B software products their companies purchased while the end-user experience took a back seat—but that era has ended. Eventually, other departments try Zoom and it gains company-wide adoption. ” — Kyle Poyar, Market Strategist, OpenView.

Customer Experience 104

Customer Experience User Experience Touchpoint Metrics 104

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

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

ChurnZero

APRIL 1, 2024

AI is changing just about everything within the SaaS and technology space. One major issue, however, is that so many software and tech companies are still using many manual processes. 2: More Targeted and Value-Packed Content Every company needs to think like a media company these days. Related: AI adoption by CS teams.

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

SurveySensum

SEPTEMBER 4, 2023

While creating SaaS customer surveys, do you often wonder about the right time to launch these surveys? It’s because SaaS businesses like yours need happy and long-lasting customers. And a SaaS feedback platform helps you automate the entire process. Similar is the case with SaaS. You’re not alone.

NPS 52

NPS Demo Feedback User Experience 52

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. All these discussions prove that customer loyalty should be the prime priority of businesses in order to strive and thrive in such a competitive market. New leads to loyal customers .

Customer Experience 153

Customer Experience Customer Satisfaction Touchpoint Social Media 153

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. This is where B2B SaaS feedback software comes to the rescue! So, without further ado, let’s explore the top 10 B2B SaaS feedback software options that can revolutionize the way you do business!

B2B 52

B2B Feedback NPS Demo 52

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. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game.

2023 59

2023 Customer Success Multi-Channel B2B 59