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). The same applies for B2B SaaS companies. the question of NPS for your company:? I’m not joking.

NPS 96

NPS Net Promoter Score Company Feedback 96

Vonage

JANUARY 16, 2017

Despite the difficulties, if you’re a contact manager, there are a select number of habits and practices that will help you follow the path to greatness. Allowing agents to air their voice via team meetings will help them feel as though they play a vital role in the success of the contact centre. Listen to feedback from your agents.

Customer Service 120

Customer Service Social Media Technology Training 120

ClientSuccess

MARCH 23, 2021

For most CSMs – and SaaS organizations in general – the work from home era is officially here, and has been for a while. This makes things much more personal and helps customers feel comfortable with the new business analyst or implementation manager joining the team. Remember, your video is on! .

Video 65

Video eBook Meeting Customer relationships 65

ClientSuccess

JUNE 27, 2018

This could mean fun, casual blog posts with plenty of memes and visual aides, or a new case study that features an amazing success story. Building catchy emails with witty, eye-grabbing subject lines can help engage customers and cut through the summer monotony. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Customer Engagement 40

Customer Engagement Engagement Entertainment Case Study 40

SmartKarrot

DECEMBER 23, 2021

Irrespective of whether you are a start-up or an established B2B SaaS company, one thing that you need to keep in mind: products never remain static, and features keep changing over a while. Certain companies try to post these features by announcing them on their blog, but before long, it becomes outdated. To reduce friction.

B2B 10

B2B Communication Social Media Customer Success 10

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. The Five Elements of a Perfect SaaS Support System , by Emeric Ernoult. Now onto the best of 2015!

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

ChurnZero

AUGUST 16, 2019

As a member of the ChurnZero team, I’m lucky enough to work only a few desks away from our Customer Success Managers (CSMs). This helps ensure that your tasks are completed efficiently and completely. Most importantly, don’t forget to pass it forward and help your vacationing colleagues when they are out of the office!

Tips 53

Tips Customer Success Meeting Customer Centricity 53

Thematic

JULY 18, 2019

For example, we get inbound job applications from people with tens of years of experience selling/marketing/developing similar AI SaaS products. Our relocation plan that might help others relocate. We reached out to several people we knew to find companies who have spare desks and found such a great company in SoMa.

Transportation 81

Transportation Exercises Culture Conference 81

Kustomer

FEBRUARY 29, 2024

Gorgias is one of the leading help desk software options available on the market. Overall, Gorgias checks off all the boxes when it comes to an e-commerce help desk software. Here are some aspects users appreciate about Gorgias: Built specifically for Shopify – Gorgias serves as a Shopify help desk at its core.

e-support 52

e-support Feedback Multi-Channel Self Service 52

SmartKarrot

APRIL 13, 2020

SaaS companies have transformed the way global businesses work. Ever since its inception in the 1960s, SaaS has evolved from a mere time-sharing system to innovative and efficient applications that can be accessed on multiple computers. In this blog we’ll talk about SaaS business and top 50 SaaS companies in 2020.

Company 19

Company Software Analytics Sales 19

ProProfs Chat

NOVEMBER 9, 2021

Therefore, tools and methods used to measure customer satisfaction should be defined carefully, and we are here to help. Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. What is Customer Satisfaction? Did you know?

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

SmartKarrot

MAY 28, 2021

Let us delve into the blog to know more. Ultimately, this helps to rev up the revenue bar and nurture the culture of loyal relationships with the customers. To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo. What is a Customer-First Strategy? Read on to know more.

Strategy 17

Strategy How To Customer Centricity Sports 17

Help Scout

AUGUST 8, 2018

Help Scout “grandfathers” old pricing plans for two years, meaning that current customers don’t see any rate increase until 730 days after raising prices for new customers. Help desk software that won’t break the bank. McKinsey hints at three keys to help pinpoint how to increase your prices. or offer lifetime guarantees.

e-support 40

e-support Communication Analysis Examples 40

SmartKarrot

DECEMBER 13, 2021

In this blog, we will learn about the concept of an intelligent virtual assistant, its working mechanism, and its varied applications in today’s time. Chatbots, automated voice systems, and virtual desks help people perform tasks secure registration, allotment, eligibility, verification status, and more. Read to know.

Chatbots 10

Chatbots Omni-Channel Software Analysis 10

SmartKarrot

DECEMBER 8, 2022

Client partner is a relatively new position that has opened in the B2B SaaS (Software As A Service) world. In this blog, we focus on the definition of a client partner, their job role, and their job description. You can see where they need help and where they are doing well. 2) Develop strong listening skills.

Consulting 10

Consulting Examples B2B Customer Success 10

SmartKarrot

DECEMBER 4, 2020

Begin by using your help desk or automation team and pull in those resources who know the shipping procedures by heart. Also, getting some extra help from other departments during rush hour is not a bad choice too. Or, any other relevant alternatives that would work in quickly de-escalating the situation would help too.

Tips 10

Tips Customer Service Loyalty Customers 10

transcosmos Information Systems

JULY 22, 2018

To ensure that your customers will retain and speak good things about your services to other people, incorporating customer support technology should be considered such as having a service desk that will provide a single point of contact between your company and customers, employees, and business partners. Here are some of those: 1.

System 72

System Technology Multi-Channel Self Service 72

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn: [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CustomerSuccessBox

APRIL 10, 2020

I always thought 2020 would be the year when SaaS companies will finally realize the importance of remote work. Covid-19 has forced everyone to go 100% remote but more than that it has led to SaaS companies taking tough measures to survive the economic downturn that is already in motion. In fact, SaaS was only worth $10mn in 2010.

Customer Success 52

Customer Success Travel Software Analytics 52

Grade.us

OCTOBER 22, 2019

And this isn’t just SaaS. Then they’re going to land on a blog post that talks about 10 of the top social media manager tools. If you’re not doing marketing research in the first place, these reviews are going to help you understand your existing audience. That is an opportunity. Ross: You can’t.

B2B 26

B2B Social Media Case Study Management 26

ProProfs Chat

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. For Google, millions of small businesses form a major chunk of its customer base and with an empathetic approach, it is helping them stay alive. Empathy can help your brand foster lifelong personal customer connections.

Culture 105

Culture How To Net Promoter Score Apparel 105

ProProfs Chat

AUGUST 19, 2020

Therefore, if your business is in the process of developing some astounding customer service policies, this blog will offer the help you need. Such service standards can help you establish a business culture around ‘customer-centricity,’ and they often act as holy guidelines for your customer service representatives.

Policies 105

Policies Customer Service How To Guidelines 105

ProProfs Chat

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

Customer Service 55

Customer Service Omni-Channel Net Promoter Score Knowledge Base 55

Amity

FEBRUARY 2, 2016

Maybe even step away from your desk and get a front-row seat to some action. • Blog Posts. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. McKinsey & Co.

Resources 80

Resources Customer Success Customers Customer Retention 80

ChurnZero

JANUARY 17, 2020

Blog Author: Alex Weihmann. We have relied heavily on ChurnZero Journeys to help automate the onboarding process, guiding customers to a desired state right out of the gates.” . Consider how tools like ‘ Journeys ’ and ‘ Plays ’ can help drive users to their ‘a-ha moment.’ Uncovering User Insights .

Tips 72

Tips Metrics Customer Success Effort Score 72

Thematic

MARCH 29, 2020

Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. Today when customers need help, they have many options: Call a help line or a call center, Use a live chat or a bot on your website, Raise a support ticket, Email or tweet a complaint. and DoveTail.

Feedback 111

Feedback How To Analysis e-support 111

Kayako

JANUARY 7, 2016

We’ve seen some emerging trends appear: customer experience and communication are prominent, as well as getting the best out of your self-service and help centers, and changing customer behaviour and expectations. I think 2016 will be the year when customer service finally moves beyond the “desks”. Jamie Edwards , Co-Founder.

Self Service 84

Self Service Social Media Trends Customers 84

Amity

DECEMBER 18, 2014

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company.

Customer Success 48

Customer Success Sales Customers Leadership 48

Natalie Petouhof

SEPTEMBER 3, 2015

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. Bluenose helps companies spot opportunities to deepen engagement with customers and maximize revenue through renewals and upsells.

Customer Success 40

Customer Success Net Promoter Score Management Sales 40

SmartKarrot

MAY 3, 2023

That’s why in this blog post, we will explore the top six myths about free conference calls. Disabling these features such as screen sharing when they aren’t needed can help ensure your application runs smoothly. Most free conference call platforms like Zoom and Google Meet are known as Saas (Software as a Service).

Conference 10

Conference Video Meeting Transportation 10

SmartKarrot

AUGUST 25, 2021

And that is why we are proud to present this blog on SaaS monitoring that will walk you through the best of benefits, best practices, and tools that one can avail from SaaS monitoring. What is SaaS Monitoring? Top Benefits of SaaS Monitoring Best practices for SaaS Monitoring SaaS Monitoring Tools.

Tools 10

Tools User Experience Omni-Channel Metrics 10

Currency Alliance

DECEMBER 7, 2021

Then tape it to the wall near your desk so you are reminded every day of where to allocate your precious time and resources as next year unfolds. Customers build affinity for brands that stand for something unique and help solve problems in their lives. On the right, you might indicate the importance as High, Medium, or Low for 2022.

Loyalty 52

Loyalty Trends Loyalty Programs Touchpoint 52

Pointillist

MARCH 22, 2018

A SaaS benchmarking survey looked at the customer acquisition costs (CAC) needed to acquire $1 annual contract value (ACV) for new customers compared to upsell to existing customers. When done right, it helps a customer derive more value out of their purchases, do their jobs better and make their lives easier.

Analytics 71

Analytics Customer Journeys Hotels Touchpoint 71

Currency Alliance

DECEMBER 13, 2018

This isn’t necessarily because big brands have stopped performing; rather, as we called out in our 2018 Loyalty trends blog, upstart competitors have proven excellent at making individual customers feel valued. There are off-the-shelf solutions to help brands do just this. There are questions as to how far this model can be stretched.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. A company looking for a CX software solution should look carefully at how the software helps develop a relationship with the customer. Matthew Mercuri.

Software 40

Software Customer Experience Company CRM 40

SmartKarrot

APRIL 27, 2021

You sit down on your desk and now have to hear complaining customers yelling at the top of their voice, on the other side of the phone, for the next eight hours. Aside from being a reservoir of help center articles, it also caters to user forums, white papers, video tutorials, glossaries, and how-to blogs. Source: Moz.

Self Service 10

Self Service Knowledge Base Customer Success Video 10

Customer Guru

JULY 3, 2018

The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? This blog discusses what customer experience lessons one can learn from the best-in-business SaaS brands.

Culture 94

Culture CRM Training Employee Engagement 94