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. You will also share your positive experiences with your friends and colleagues. You will continue using it, right? Your customers feel the same way.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

SurveySensum

AUGUST 3, 2023

You wish you had a better understanding of their thoughts to improve your offering. This is where B2B SaaS feedback software comes to the rescue! By using such a tool, you can easily gather feedback from your customers, analyze it, and gain valuable insights into their experiences.

B2B 52

B2B Software Feedback NPS 52

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. Imagine this scenario: Sarah, a dedicated product manager, launched a cutting-edge SaaS platform with an intuitive user interface and robust features. However, despite her team’s hard work, she noticed that the user adoption rate was disappointingly low.

Strategy 52

Strategy Management User Experience Measurement 52

SurveySensum

AUGUST 21, 2023

Are you struggling with retaining your existing SaaS customers? In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. That’s why understanding the importance of customer retention and implementing effective B2B SaaS customer retention strategies are crucial.

Customer Retention 52

Customer Retention B2B Strategy NPS 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. We landed on a theme that made sense: a neighborhood.

Tips 98

Tips Gamification Feedback Customer Success 98

ClientSuccess

DECEMBER 5, 2022

A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. Receive invaluable customer feedback on products, services, and strategies. Improve communication between customers and the company. . Receive invaluable customer feedback on products, services, and strategies.

Tips 87

Tips Customer Success eBook Meeting 87

SurveySensum

AUGUST 17, 2023

This, in turn, helps you plan your strategy to strengthen your relationship with existing customers, potentially boosting revenue while enhancing customer experiences. Thus, NPS proves to be a versatile metric that gives insights into customers’ expectations and experiences. Is there any need to conduct SaaS NPS Benchmarking?

NPS 52

NPS Net Promoter Score Effort Score Survey 52

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. B2B SaaS Touchpoints When to Conduct the Survey? But fear not!

B2B 52

B2B Survey Customer Experience Touchpoint 52

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Nudge: Improving Decisions About Health, Wealth, and Happiness — Richard Thaler and Cass R. Young [Free].

Resources 80

Resources Management Conference Groups 80

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Tracking and improving customer satisfaction before subscription renewal deadlines.

Customer Retention 100

Customer Retention Software Customer Success CRM 100

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 83

B2B Net Promoter Score Self Service Social Media 83

GetFeedback

MAY 4, 2018

It’s a reality in SaaS and practically every industry in the world. Though technology has undoubtedly made our jobs easier and improved the overall customer experience , it’s also distanced us from the people we serve. Too often, executives make decisions based on assumptions rather than experience.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Wootric CX Blog

JUNE 1, 2020

Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. . Where end users rule, customer experience is everything.

Customer Experience 104

Customer Experience User Experience Touchpoint Metrics 104

SurveySensum

OCTOBER 20, 2023

Have you ever wondered how the most successful SaaS products continue to thrive and meet the ever-evolving customer needs? To answer this, we explore three key questions that product developers commonly face: How do they know what users really want? How do they meet the diverse needs of a global user base?

Feedback 52

Feedback Social Media Customer Retention Survey 52

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 Journeys 111

Customer Journeys Touchpoint Software Customers 111

Retently

JUNE 28, 2022

Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Great feedback? They read their feedback, check the high score, pat themselves on the back and move on to other tasks. That is if you put your NPS® to work. You get what you ask for.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Customer Experience. The Hardest Question SaaS CEOs and Leaders Have to Face Now.

Resources 111

Resources Customer Success eBook Multi-Channel 111

SurveySensum

JANUARY 26, 2024

Each of the customer journey stages allows businesses to craft tailored experiences, ensuring that the customer feels seen, heard, and valued. Ensure your website is not just a virtual storefront but a compelling experience that reflects your brand’s essence. Address negative customer feedback promptly and professionally.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

SurveySensum

FEBRUARY 6, 2024

A cancellation survey is a set of questions sent to users to determine why your customers are leaving. The feedback from these surveys will help you prevent customer churn or resolve the issue from the core so that no one else jumps ship for the same reason. Pinpointing Key Improvement Areas: Ever wondered why customers leave?

Survey 52

Survey Feedback User Experience Communication 52

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

Feedback 102

Feedback How To Net Promoter Score NPS 102

Totango

JULY 31, 2020

For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. Prevent churn related to overly complicated setup, poor customer support, and other negative onboarding experiences.

e-support 127

e-support Hospitality Healthcare Touchpoint 127

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . If you take care of your customers from day one, you create a kind of kick-start for new customers,” Meyns said on the business’s blog. PieSync is a SaaS business that offers solutions to synchronize cloud applications.

Customer Success 98

Customer Success B2B Metrics Strategy 98

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. This will help you choose the right and the best InMoment alternatives.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

Gainsight

DECEMBER 27, 2019

With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. Top 10 Product Experience Blog Posts of 2019. With product experience becoming increasingly important, monitoring in-app user movements needs to be a priority.

Roadmap 97

Roadmap Metrics Feedback Conference 97

SurveySensum

MARCH 15, 2024

They both launched their products around the same time but only Company B received more downloads and positive feedback. This resulted in more relevant downloads and positive feedback from customers. You can generate a range of surveys for various industries, including retail, fintech, and SaaS. Why is that? Well, it’s not.

Tools 52

Tools Software Marketing Analytics 52

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Customer Success 52

Customer Success Metrics Customer Retention Strategy 52

Wootric CX Blog

MARCH 15, 2020

And what is most important to a SaaS business at this moment? Now more than ever, customer experience is job #1. . We think the SaaS businesses that focus on retaining customers and building loyalty are the ones that will survive and thrive in this uncertain climate. . Close the loop with customers when they offer feedback.

Company 125

Company e-support How To Chief Customer Officer 125

SurveySensum

JANUARY 24, 2024

One of our long-time SaaS clients, Alice, launched her business a few years ago, and her project management tool skyrocketed as it solved a few drawbacks of existing tools in the market. Initially, Alice was excited about these feature requests from the product feedback surveys. Let’s scroll down and discover!

Roadmap 52

Roadmap Feedback Customers Survey 52

ChurnZero

FEBRUARY 21, 2022

Sharing first-hand insight into the customer experience. Since ideally your customer advisory board represents your wider customer base, you can be confident that the decisions you make based on feedback from this group will resonate with your larger population of end users. . Giving advice on future product ideas and concepts.

Feedback 98

Feedback Loyalty Roadmap Customers 98

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative. But is it worth it?

B2B 52

B2B Tools Feedback Multi-Channel 52

CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. Plan the best SaaS Retention strategies that ensure customers stay with you for long. SaaS retention strategies that work help you turn hard-won consumers into long-term customers, and long-term customers into powerful advocates! Yet, success remained elusive.

Strategy 52

Strategy Customer Retention Metrics B2B 52

SurveySensum

OCTOBER 17, 2023

Sarah reluctantly accepted the terms and embarked on a lengthy loan approval process To say that Sarah’s experience with the NBFC was dissatisfying would be an understatement. Sarah’s disappointing experience is not an isolated episode. But before that, let’s first understand what an NBFC customer feedback tool is.

Feedback 52

Feedback Tools Management Knowledge Base 52

GetFeedback

SEPTEMBER 14, 2018

This means that companies need to pay attention more than ever to the customer experience. By understanding why customers churn, you can identify which areas of your business need the most improvement. There are many ways to measure customer experience. No brand is immune from customer churn, either. – Point9.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Start with: CSM Mastermind: Sharing Customer Feedback Effectively. Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. 1: SuccessHACKER.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. Ease of use: how user-friendly is the platform?

Customer Engagement 104

Customer Engagement Tools Engagement Knowledge Base 104

SurveySensum

NOVEMBER 13, 2023

Because 62% of this population will also abandon their shopping experience with you if they encounter any negative experience. Well, the answer lies in tapping into customer feedback , and what better way to do that than with a robust customer feedback tool ? What is a Mobile Survey Tool?

Tools 52

Tools Survey Customer Experience NPS 52