Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Customer Success 94

Customer Success Consulting Customers Leadership 94

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 70

Customer Experience Net Promoter Score Self Service B2B 70

ChurnZero

JANUARY 20, 2021

PieSync is a SaaS business that offers solutions to synchronize cloud applications. Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. Addressing customer concerns proactively through high-quality content. This is often the case for many B2B SaaS businesses. “We

Customer Success 98

Customer Success B2B Metrics Strategy 98

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. There’s no doubt that customer success (CS) has become existential to SaaS.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. Let’s discuss the nuances of B2B vs. B2C marketing. Content that’s extra thorough wins in B2B marketing.

B2C 85

B2C B2B Marketing eBook 85

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

Tips 98

Tips Gamification Feedback Customer Success 98

CSM Magazine

APRIL 13, 2021

If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers. In this article, we’re offering a list of all the components you need in order to scale your SaaS startup.

Self Service 52

Self Service Tips Knowledge Base Social Media 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Role of Customer Success Manager in a SaaS Company. how to design and build a sales & marketing growth machine, etc. CustomerSuccessBox.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

CustomerSuccessBox

MAY 2, 2022

As a Customer Success Officer in SaaS, you’ve probably realized that there’s a lot more to the SaaS sector than just providing excellent service. SaaS marketing and distribution is crucial as, if not more important than, developing the service itself. How does a SaaS Partner Program benefit you?

How To 52

How To B2B Strategy Sales 52

CustomerSuccessBox

DECEMBER 17, 2021

Marketing phrases get confusing pretty quickly. A complete understanding will allow you to implement effective marketing and user optimization strategies. Most of the time, marketers will use it to describe any form of customer-business interaction. Every B2B Saas company tracks its conversion rate.

Customer Journeys 52

Customer Journeys B2B Touchpoint Net Promoter Score 52

Totango

AUGUST 5, 2022

The contents of a client onboarding questionnaire vary by industry. In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. A marketing analysis of the client’s target audience, marketing strategy, and competitors.

How To 83

How To Customer Journeys B2B Sales 83

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers?

Chief Customer Officer 52

Chief Customer Officer B2B Leadership Customer Success 52

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Nine Best Customer Success Communities in 2022.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

ChurnZero

MAY 11, 2021

As opposed to the SaaS, which stands for software as a service. . The event was full of content including- interactive breakouts, business challenge accelerator sessions, technology solution sessions, networking coffee brainstorm sessions, explainer sessions and how to sessions. .

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. B2Bs in the SaaS space today strive for agile growth. High engagement aids brand awareness and market positioning.

Brands 98

Brands How To Advertising B2C 98

West Monroe

NOVEMBER 18, 2021

All of this speaks to an ever-expanding and changing market landscape for consumer subscription services. Featured Content. Given that context, we see three main lessons from our consumer subscription services research that are immediately applicable to B2B SaaS providers looking to engage and grow their customer base.

B2B 40

B2B Marketing B2C Software 40

West Monroe

NOVEMBER 18, 2021

All of this speaks to an ever-expanding and changing market landscape for consumer subscription services. Featured Content. Given that context, we see three main lessons from our consumer subscription services research that are immediately applicable to B2B SaaS providers looking to engage and grow their customer base.

B2B 40

B2B Marketing B2C Software 40

CSM Magazine

JANUARY 29, 2021

Particularly if you run a B2B company, LinkedIn will prove to be one of the most significant lead generation sources. Create Engaging Content. The content you create and share plays a key role in gaining credibility for your brand. Use your content as a way to offer value to readers. Offer Value. Interact More.

Social Media 98

Social Media Tips Connections Tools 98

CustomerSuccessBox

SEPTEMBER 29, 2022

The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. B2B SaaS businesses typically rely on their decisions on investments or IT solutions on the reliability of the brand or product. In B2B SaaS, what does time to value mean?

Metrics 52

Metrics Return on Investment B2B Software 52

CustomerSuccessBox

APRIL 19, 2022

In this hyper-competitive SaaS world, businesses that have enhanced customer experience make it to the top 10% of the SaaS businesses that are able to achieve 125%+ MRR(Monthly Retention Rate). From marketing to customer support to even customer success. Why is it important to have Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates.

B2B 73

B2B Self Service Chatbots B2C 73

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.

Tools 52

Tools Customer Service e-support Self Service 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Gain Grow Retain: B2B SaaS Customer Success. In the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations with industry executives who are actively growing and scaling their businesses with a customer-first approach. Link: [link].

Customer Success 52

Customer Success B2B NPS Industry 52

ChurnZero

APRIL 7, 2021

Here’s some reasons why B2B software companies should put a dedicated effort into getting customers to provide their feedback via review sites. Having a profile on customer review sites will allow potential customers to find you as a solution they might be looking for and will help expand your addressable market. TrustRadius.

Customer Success 81

Customer Success B2B Effort Score Software 81

PK

OCTOBER 2, 2019

The classic stereotypes of B2B tech buyers no longer hold true. Deals no longer hinge on cold calls, as B2B tech buyers want to shop anonymously for as long as possible. Some of this can be attributed to the rise of service-minded e-retailers like Amazon, a standard setter across B2B and B2C.

B2B 51

B2B Sales Case Study B2C 51

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Continuously Market the Value of Your Product or Service.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

ClientSuccess

APRIL 28, 2021

In March 2020, Kristi also launched her own brand, CS Real Simple, as a content experience to serve the CS Community in simplifying the practice of Customer Success. Kristi’s reputation precedes her as being one of the most passionate, insightful and inspiring customer success leaders in SaaS. VP, Marketing & Sales.

Leadership 59

Leadership Customer Success B2B Customer Retention 59

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. “After the challenging job market we saw in 2023, 2024 will be very different,” Swati says.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ClientSuccess

APRIL 28, 2021

In March 2020, Kristi also launched her own brand, CS Real Simple, as a content experience to serve the CS Community in simplifying the practice of Customer Success. Kristi’s reputation precedes her as being one of the most passionate, insightful and inspiring customer success leaders in SaaS. VP, Marketing & Sales.

Leadership 54

Leadership Customer Success B2B Customer Retention 54

Gainsight

JANUARY 8, 2019

SaaStr is an annual conference that brings together the best & brightest minds in SaaS. DX3 is Canada’s largest conference for marketers that showcases best practices and insights on all things digital marketing. Whether you’re in B2B or B2C, a startup or a Fortune 500 company, you’ll find relevant content at Dreamforce.

Conference 45

Conference B2B Entertainment B2C 45

Gainsight

MARCH 25, 2021

SaaS businesses have also seen a rise in 2020 as a result of everyone staying at home to live, work and play online. In the B2B world, reducing churn, increased emphasis on NDR (net dollar retention), and doubling down on existing clients’ expansion opportunities have become critical, forcing increased Customer Success investment. .

B2C 52

B2C B2B Roadmap Conference 52

Totango

JUNE 4, 2021

The most basic way to do this is to address customers by name, a technique familiar with email marketing. Rewards will differ from B2B to B2C customers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

CustomerSuccessBox

DECEMBER 7, 2021

SaaS businesses around the world give different names to the ‘ Digital CSM ’. Irrespective of the nomenclature, the digital CSM, as a role, is gaining popularity which is great for the customer success markets globally. This is a new frontier for many SaaS companies. In SaaS, a low-touch engagement is mostly automated.

Customer Success 52

Customer Success Management Resources Customers 52

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. Under all the fancy showbiz lies the fact that running a SaaS business is very challenging. Benefits of having a Customer Success Software for your SaaS business-.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

BirdEye

NOVEMBER 20, 2023

We’re living in an era of customer engagement, where every delighted client can become your best marketer. For businesses today, referral marketing is revolutionizing growth. In fact, 64% of marketing executives believe that word-of-mouth referrals are the most effective form of marketing. Let’s dive in.

Software 63

Software Marketing Multi-Channel e-support 63

Gainsight

FEBRUARY 15, 2023

During our conversation, we discussed how Teresa got into product coaching, what the current market means for Product teams, and we learned a few key strategies from her book. The Current Market Is Good News for Product Peeps We’re seeing a lot of folks in SaaS affected by layoffs and cuts on spend. I didn’t do that.

Exercises 52

Exercises Course Sales B2B 52