Zeisler Consulting

APRIL 6, 2021

I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Often when I think about SaaS organizations trying to get visibility into their VoC, I’m amazed by how overly complicated they make it out to be. Surely survey results are valuable.

B2B 93

B2B Insurance Effort Score Survey 93

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 Journeys 97

Customer Journeys Net Promoter Score Meeting B2B 97

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Tungaz’s advice is all the more relevant as more companies transition into the SaaS model.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ShepHyken

OCTOBER 26, 2021

Customer First, Business Second. Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. Most of the time businesses focus on operational efficiency, revenue, and profits.

B2B 73

B2B Consulting Metrics Customer Success 73

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Metrics 98

Metrics Software B2B NPS 98

Totango

JANUARY 22, 2024

In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments.

Customer Success 94

Customer Success Consulting Customers Leadership 94

ChurnZero

JULY 29, 2022

With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. I’ve seen how it can help SaaS leaders unlock increased customer value attainment, higher net revenue retention (NRR) and accelerated product-led growth. Acquiring new customers is good.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

SmartKarrot

JULY 14, 2020

The B2B Tech world is booming with SaaS business models. Statistics claim that about 50% of the enterprises run their operations by depending on a SaaS platform, of which 38% work exclusively on the SaaS module. Let us dive right into this article and explore the world of SaaS and its facets deeply.

B2B 10

B2B Effort Score Metrics Software 10

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model. What is B2B Customer Service? B2B customer service may be manual or automated.

B2B 91

B2B Customer Success Customer Service B2C 91

CustomerSuccessBox

MARCH 25, 2021

Financial Mathematics of a SaaS business model. SaaS business models are different from traditional business models. In B2B SaaS you spent anywhere between 1 – 3X times the Annual contract value (ACV) as your Cost of Acquiring the Customer (CAC). So why do we do that?

Customer Retention 52

Customer Retention B2B Insurance Rewards Programs 52

CustomerSuccessBox

APRIL 27, 2022

Upselling is crucial for any B2B SaaS business. So, having B2B SaaS upselling strategies is vital for your business growth. As a Customer Success Manager (CSM), your job is to help customers derive more value from your product so that they achieve their business goals. Cross-sell vs Upsell.

B2B 52

B2B Strategy Effort Score Tools 52

Totango

AUGUST 5, 2022

It gathers business intelligence that can be used to assess a client’s needs, establish what goals they hope to achieve, and develop an action plan to meet their desired outcomes. In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information.

How To 83

How To Customer Journeys B2B Sales 83

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. So let’s start! by David Cooperstein C. So why should you care?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ChurnZero

JULY 8, 2022

It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business.

Metrics 98

Metrics Customer Retention Course Customer Success 98

ChurnZero

JUNE 2, 2021

During 2020, we saw several major events cause businesses to adapt to new conditions and adopt additional capabilities to not only defend against economic pressures but also to take advantage of opportunities. SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey.

B2B 98

B2B Company B2C Survey 98

Gainsight

JUNE 8, 2022

his means that the product or service that a company is providing satisfies customers’ business needs. Similarly, if delivering a remarkable customer experience is truly the company’s goal, as it should be in a recurring revenue SaaS business, then the leadership team should talk about this mission regularly. A = Accountable: .

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. Here we’ll guide you through the essential SaaS tools you need for business growth. What Are SaaS Tools?

Tools 71

Tools CRM Analytics Advertising 71

West Monroe

NOVEMBER 18, 2021

These clients are undoubtedly saying, “Interesting findings, but how much of this applies to my business?” The “consumerization” of IT, or commercial technology, is an acknowledgement that the boundaries between consumer tech and business tech have blurred. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Software 40

West Monroe

NOVEMBER 18, 2021

These clients are undoubtedly saying, “Interesting findings, but how much of this applies to my business?” The “consumerization” of IT, or commercial technology, is an acknowledgement that the boundaries between consumer tech and business tech have blurred. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Software 40

Team Support

APRIL 15, 2021

Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Fortunately, technology provides businesses with various tools to create a great customer experience. Marketing and Technology. Here’s how: 1.

Omni-Channel 106

Omni-Channel Technology Multi-Channel Self Service 106

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B Customer Retention Training Resources 81

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. The success of your business goes hand in hand with the success of your customer. The success of your business goes hand in hand with the success of your customer. And what the crux of an effective CS department is.

Customer Success 52

Customer Success Effort Score B2B Customers 52

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Metrics 52

Metrics Software B2B NPS 52

ClearAction

JULY 20, 2023

On the tech provider side, new logos are a constant quest, but SaaS models mean renewals are a top priority. B2B technology buyer negative sentiment: Buyer renewal champions are managing a frustrating chain of decisions during renewals and expansions. Buyers prefer to have minimal interactions with sales teams.

Technology 62

Technology Customer Success Consulting ROI 62

Gainsight

MAY 3, 2022

Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what? As a CSM, it is important to know what Key Performance Indicators (KPIs) are most critical to measure the performance of a SaaS business. How Should You Measure Customer Success?

Measurement 94

Measurement Metrics B2B Customer Success 94

CustomerSuccessBox

SEPTEMBER 20, 2021

CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. Here are some of the top-rated posts: Three Quarterly Business Review examples. Role of Customer Success Manager in a SaaS Company.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Team Support

JULY 20, 2020

And while this is an important first start, it’s more important to connect service delivery excellence with tangible business outcomes. Let’s take a look at four elements of B2B customer support excellence and the strategic business impact of each. And failure to deliver adequate support can negatively influence the same.

Net Promoter Score 98

Net Promoter Score B2B Customer Satisfaction Report 98

TechSee

FEBRUARY 5, 2019

SaaS suppliers must therefore evolve their customer-facing solutions, demonstrate greater value and delivering bigger wins for less. Incentivized surveys and refer-a-friend programs, of the type that delivered stunning exponential user growth for Dropbox will give rise to more refined models drawn from the world of B2B sales.

Trends 173

Trends Customer Experience Self Service ROI 173

CustomerSuccessBox

JULY 12, 2021

Customer Success Model refers to the process in which your organization approaches the management of the customer during their journey post-sales. Typically in SaaS, there are two models, Low touch and High touch. High Touch in SaaS. Low Touch in SaaS. In SaaS, a low-touch engagement is mostly automated.

Customer Success 52

Customer Success Software Customers Engagement 52

AWS Machine Learning

MAY 25, 2023

This post was co-authored by Brian Curry (Founder and Head of Products at OCX Cognition) and Sandhya MN (Data Science Lead at InfoGain) OCX Cognition is a San Francisco Bay Area-based startup, offering a commercial B2B software as a service (SaaS) product called Spectrum AI. Finally, the code is run using Step Functions.

Analytics 65

Analytics Training Travel Software 65

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. How you listen to, respond, and work with them will make the critical difference to your business. “ #SaaS business models are evolving in the performance economy.

Customer Success 92

Customer Success Customer Retention Customer Centricity Tips 92

Wootric CX Blog

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. Ideally, these improvements start to compound over time, allowing PLG businesses to accelerate growth as they scale (unlike traditional SaaS businesses).

Customer Experience 104

Customer Experience User Experience Touchpoint Metrics 104

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. They realize the value because they’re able to achieve their business goals. . While building your Customer Success framework, you should be able to: Recognize your customer personalities.

Customer Success 59

Customer Success Customer Retention B2B Customers 59

CustomerSuccessBox

DECEMBER 17, 2021

We will also provide you with an overview of how to implement them in your business. Most of the time, marketers will use it to describe any form of customer-business interaction. Basically, the customer life cycle comprises the ways in which you label customers for business purposes. In the subscription model, retention is key.

Customer Journeys 52

Customer Journeys B2B Touchpoint Net Promoter Score 52

Team Support

JULY 27, 2020

From COVID-19 to political and social movements, businesses of all types have been impacted by these events resulting in major fluctuations in consumer trust. There is an indication that the intent to purchase B2B software might be settling out according to a recent survey by TrustRadius. Not all businesses are freezing spending.

B2B 90

B2B Strategy Customer Success Software 90

CustomerSuccessBox

AUGUST 27, 2021

This means you can be a startup with a seemingly scalable business model and still never become a scaleup for lack of (customer) growth. Thus, to scale up your startup you need to ensure customer success in relation to your business. It should be an integral part of your business vision, goal, and mission.

Customer Success 52

Customer Success Effort Score How To NPS 52