SaaStr

FEBRUARY 6, 2023

They have close to 8,000 customers globally, spanning large enterprise companies like Adobe, Heineken, and Netflix to smaller early-stage companies like Carta, Loom, and Notion. “The best disruptors identify touchpoints and micro-interactions that create friction for users to create seamless experiences.” billion dollars.

Travel 168

Travel Scale Management Marketplace as a Service 168

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure.

Revenue 102

Revenue Operational efficiency. Scale Customer Success 102

User Pilot

NOVEMBER 14, 2023

Omnichannel analytics enable teams to get a 360 view of user behavior at different touchpoints of the customer journey. TL;DR Omnichannel analytics is the process of collecting, integrating, and analyzing data from various channels and touchpoints , like landing pages or mobile apps. That’s what this article explores.

SaaS 99

SaaS Social Media Data Onboarding 99

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Scale Systems Review Software Review 103

Payrix

MARCH 27, 2024

Payment transaction types and touchpoints are becoming more accessible and diverse. Let’s see what incorporating omnichannel payments into your strategy can do for your subscribers, their customers, and you. Merchants can deliver a consistent, frictionless experience and drive retention by giving customers one more reason to return.

Payments 130

Payments Merchant Services Payment Methods Payment Solutions 130

User Pilot

DECEMBER 7, 2023

Customer experience management vs customer relationship management? Both are important for affecting your customers, but what exactly are they, and how do they differ? TL;DR CEM focuses on the entire user journey with a brand, addressing needs and expectations at all touchpoints.

Management 96

Management Systems Review Software Review Technical Review 96

Intercom, Inc.

JULY 12, 2022

Omnichannel support is a customer service approach that offers customers seamless support across multiple distinct channels. . Omnichannel support is intentionally integrated, retaining important customer data and ensuring a consistent customer experience across various channels and touchpoints. .

Social Media 118

Social Media Churn Communication Branding 118

SaaStr

FEBRUARY 17, 2022

When marketing teams spend the bulk of their time completing manual tasks, data gets siloed, workflows break down, and leaders do not have the visibility they need to make customer-focused decisions. Use a customer-centered focus to shape your approach. . In the digital age, customers have a multitude of touchpoints with brands.

Engineering 215

Engineering Scaling Marketing Acquisition 215

User Pilot

SEPTEMBER 7, 2023

Interested in building a B2B customer journey map? It also helps align your teams by ensuring everyone is on the same page regarding customer interactions. In this article, we’ll cover B2B customer journey stages, how to build a B2B customer journey map, and the right tools to use. What is a customer journey map?

B2B 100

B2B SaaS User Experience Retention 100

Intercom, Inc.

MARCH 28, 2022

Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue? Third, the lines between sales, marketing, product, and support are blurring.

Scale 228

Scale Engagement Technical Review Business 228

User Pilot

FEBRUARY 27, 2024

TL;DR Funnel analytics describes the process of analyzing how customers progress from one stage of the journey to another. Marketing teams can use funnel analysis to find friction points in the customer journey that stop users from signing up for the product, activating , and becoming paid customers. Book the demo to learn more!

Marketing 89

Marketing Trends Metrics Forecasting 89

User Pilot

SEPTEMBER 4, 2023

In today's PLG-driven world, SaaS companies must deliver seamless customer experiences to survive and thrive. Customer journey optimization has emerged as a strategic imperative for companies seeking to boost customer satisfaction, retention, and lifetime value. Register here for FREE!

Social Media 88

Social Media Underperforming Technical Team Technical Review Customer Lifetime Value 88

SmartKarrot

JANUARY 6, 2021

More than 40 percent of customers choose to stick with a brand only if it offers them the best customer experience. Excellent customer experience is necessary as that makes customers trust and know the brand. Customer success needs continuity- it does not happen overnight.

Technical Review 10

Technical Review Customer Success Technology Management 10

SmartKarrot

JUNE 30, 2020

To achieve product success, you will need to establish, create, and monitor customer touchpoints. The success of your customers becomes your product’s success. By implementing customer touchpoint management, you improve the relationships your company has with its customers, which leads to higher loyalty and advocacy. .

Management 10

Management Social Media Branding Engagement 10

User Pilot

SEPTEMBER 29, 2023

How do you conduct it to optimize the customer journey, and which analytics tools can you use? The technique allows you to make informed decisions to optimize product experience and improve customer success rates. Teams can use it to design personalized customer experiences for users at different stages of the journey.

Sales Funnel 97

Sales Funnel Onboarding Churn Retention 97

SaaStr

APRIL 27, 2023

One key is to keep adding value during each touchpoint. Understanding the Customer’s Timeline for Roll Out / Deployment, and Backing The Purchase Into It. Knowing The Competition Cold. The better you know the competition’s products, the better you can clearly show a prospect where you win. Getting on a Jet.

Sales Hiring 227

Sales Hiring Sales Revenue SaaS 227

User Pilot

JANUARY 9, 2024

You could do an SEQ after market research , to understand friction points , at vital touchpoints in the journey to understand satisfaction, and after feature launch to understand perceived usability. Some examples of distinct touchpoints you might want to target: Completing the onboarding process. Launch SEQs after key touchpoints.

Market Research 99

Market Research User Experience Scaling Metrics 99

User Pilot

JANUARY 22, 2024

For your product marketing strategy, however, you’ll need to align your sales and marketing teams, create a value-based pricing strategy , collect and apply customer feedback , and map out the customer journey. This means collecting feedback data to measure customer satisfaction. A good growth strategy is also data-driven.

Product Marketing 98

Product Marketing Marketing Social Media Scale 98

User Pilot

AUGUST 2, 2023

A customer engagement strategy can be the difference between positive and negative growth for your SaaS. TL;DR A customer engagement strategy is a comprehensive plan by SaaS companies to interact with customers and build long-lasting relationships. Identify customer touchpoints and map the customer journey.

Engagement 85

Engagement Strategy SaaS Customer Lifetime Value 85

User Pilot

JUNE 7, 2023

Looking for a customer effort score survey template to collect insightful feedback ? TL;DR CES measures the perceived effort customers exert when interacting with your product or teams. TL;DR CES measures the perceived effort customers exert when interacting with your product or teams. What is the customer effort score (CES)?

Onboarding 80

Onboarding Scaling Customer Support Branding 80

SmartKarrot

JUNE 30, 2020

This has led to both individuals and organizations becoming customers of SaaS companies. The demand for SaaS applications just keeps on growing, making the measuring of customer journey touchpoints more important than ever. . To measure customer journey touchpoints, you should be involved in mapping the customer journey. .

Social Media 10

Social Media SaaS Branding Engagement 10

ChurnZero

AUGUST 5, 2022

When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest. What customer touchpoints (interactions) occur within your journey?

Customer Success 98

Customer Success Management Benchmarks Leadership 98

User Pilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? While it’s important to acquire new customers for growth, retaining existing customers is imperative to ensure long-term success. So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates.

Acquisition 89

Acquisition Retention Customer Lifetime Value User Experience 89

User Pilot

MARCH 6, 2024

TL;DR The product funnel is a framework outlining the stages of the customer journey , starting from its discovery and ideally leading to customer loyalty and advocacy. Product funnel is a wider concept, focusing on the whole customer journey, while marketing and sales funnels concentrate on its early stages.

Social Media 90

Social Media Sales Funnel Acquisition Retention 90

User Pilot

MARCH 26, 2023

Conversion funnel analysis tracks a customer’s journey from the initial point of contact to the final conversion point. TL;DR A conversion funnel is a journey that users take from initial awareness to converting into paying customers. Setting up custom conversion events to track the customer experience and progress.

Underperforming Technical Team 95

Underperforming Technical Team User Experience Customer Lifetime Value Retention 95

User Pilot

JULY 5, 2023

Wondering how to improve customer satisfaction scores and foster long-term success for your SaaS business? Customer satisfaction has become critical for any SaaS business as customers have increasingly competitive options. A good customer satisfaction level ensures great product engagement to retain customers longer.

SaaS Payments 97

SaaS Payments Payment Solutions Payment Services Payment Methods 97

User Pilot

MAY 22, 2023

Searching for a customer experience (CX) strategy to set you apart from the competition? A CX strategy should encompass every interaction and engagement layer between your customers and your SaaS product. You should use it to meet and exceed customer expectations to increase customer satisfaction and retention and boost revenue growth.

Strategy 82

Strategy SaaS AI Search Customer Support 82

User Pilot

AUGUST 23, 2023

Without good customer experience design, you may as well give up before you even start. No customer wants to experience a clumpy product or service that feels like it’s being held together with chewing gum. CX design focuses on all interactions on the whole customer journey. What is customer experience design?

Strategy 82

Strategy Software Review User Experience Technical Review 82

User Pilot

JANUARY 28, 2024

This article guides you through important surveys to implement across the customer journey. Among other benefits, they help you: Collect customer feedback with minimal effort : Imagine a quick, bite-sized snack instead of a full-course meal. Micro surveys are like that for customers.

Scale 80

Scale Market Research Software Review Churn 80

Unbounce

MAY 11, 2021

Hashing out a customer journey map is on most marketers’ to-do lists, but it keeps getting pushed back. Whatever the reason, customer journey mapping often doesn’t happen, even though it should. What Is a Customer Journey Map? That way, you have a game plan for whatever direction your customers take. Not exactly.

Software Review 143

Software Review Technical Review Branding Technology 143

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. How to Perform a Top-Down Analysis for Customer-to-CSM Ratio.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

Subscription Flow

NOVEMBER 17, 2023

Now more than ever, it is crucial for businesses to invest in SaaS customer journey in this era of the complete overhaul of the digital world. Optimizing your marketing and sales campaigns is nearly hard to do without a thorough understanding of your entire customer journey. What is SaaS customer journey?

SaaS Payments 52

SaaS Payments SaaS Payments Payment Services 52

Intercom, Inc.

DECEMBER 10, 2021

Today, we’re unveiling the results of a new study that explores the impact that the global supply chain crisis is having on holiday shoppers and customer support teams. Consumer concerns are resulting in more support inquiries for companies – and more frustrated customers. Customer service reps feel the same.

Headcount 195

Headcount Customer Support Scale AI 195

User Pilot

FEBRUARY 14, 2024

For Userpilot customers, it doesn’t matter anymore. Let’s see how product teams can leverage it to build better products and deliver excellent customer experience. It enables teams to manage leads and automate customer service and marketing campaigns. Are you a Salesforce or HubSpot user? Salesforce is a CRM system.

AI 94

AI Engagement User Experience SaaS 94

User Pilot

AUGUST 28, 2023

It creates a sense of reliability among the customers, fosters trust, and encourages product adoption and loyalty. TL;DR A brand experience includes the interactions and perceptions a customer shapes during their customer journeys. This perception includes the visual identity and how customers perceive the brand itself.

Branding 91

Branding Onboarding Social Media Development 91

Chargebee

FEBRUARY 13, 2024

Payment collection is an extension of customer experiences. It is also the most sensitive touchpoint, considering how you’ve spent time (and money) to convert prospects into customers. Both have a pervasive brand amongst businesses and end-customers and can handle nuances.

PayPal 52

PayPal Payment Methods Payments Branding 52

User Pilot

MAY 30, 2023

When it comes to customer experience survey best practices you have to consider the timing, placement, wording, and the right audience segments, among other things. In this article, we’ll share 15 of our survey best practices to help you factor in the aforementioned and make the most of customer feedback.

Social Media 95

Social Media Scale Artificial Intelligence AI 95