User Pilot

APRIL 21, 2024

If you don’t work on effectively managing support tickets, you’ll see customer dissatisfaction rise and support agents struggle. All this leads to a poor customer experience and, inevitably, greater churn. Examine customer data to understand how you can further improve your help resources.

Strategy 95

Strategy Customer Support SaaS Technical Review 95

User Pilot

NOVEMBER 29, 2023

Tired of the increasing customer churn rate? In this article, we highlight the job responsibilities of a retention specialist, the skills needed to become one, and the resources these professionals can benefit from. Developing strategies to reduce churn and increase customer lifetime value. Effective conflict resolution skills.

Retention 94

Retention Customer Lifetime Value Churn Outsourced Development 94

SaaStr

MARCH 19, 2021

A head of customer success that doesn’t own churn, or net revenue retention in the first 90 days. And when we stretch, we bring in the help, the resources that know how to do what we don’t know how to. And when we stretch, we bring in the help, the resources that know how to do what we don’t know how to.

Sales Recruiting 320

Sales Recruiting Sales Hiring SMB Engineering 320

User Pilot

DECEMBER 19, 2023

Managing customer accounts is a pretty tough job, but you know what’s even tougher? SaaS account management. With the emergence of software-as-a-service (SaaS) companies, the role of account managers has also evolved – and gotten harder. What is SaaS account management?

SaaS Payments 83

SaaS Payments Management Customer Lifetime Value SaaS 83

User Pilot

APRIL 29, 2024

In this article, we examine what makes SaaS renewal management so important and explore renewal strategies for preventing customer churn and increasing upsells. Why is SaaS renewal management important? A proper SaaS renewal management strategy helps you in three key ways: Drive customer retention. Let’s dive right in!

SaaS Payments 80

SaaS Payments Business SaaS Payment Solutions 80

Intercom, Inc.

JULY 26, 2022

Unsurprisingly, this benefits all parties: your customers receive support toward their goals; in turn, your company can expect less customer churn, more upselling opportunities, greater loyalty, and lower acquisition costs as your customers become long-term brand advocates. What is customer success management? This includes: .

Customer Success 129

Customer Success B2C Churn Systems Review 129

User Pilot

NOVEMBER 27, 2023

Wondering how churn rate vs retention rate are different? Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data. The churn rate refers to the percentage of customers discontinuing their subscriptions during a given time period.

Churn 80

Churn Retention Benchmarks Customer Lifetime Value 80

User Pilot

APRIL 22, 2024

Product feature analysis is a powerful tool in the SaaS product manager’s arsenal. Ensure better resource allocation. Best practices to help product managers perform feature analysis: Perform user research and analyze your competitors’ products to find market gaps. This article aims to simplify feature analysis.

Underperforming Technical Team 89

Underperforming Technical Team Software Review User Experience Retention 89

User Pilot

APRIL 24, 2024

From marketing to product management and customer success, AI is improving productivity, helping teams make better decisions, and improving customer experience. You can use AI’s predictive analytics to anticipate user behaviors to facilitate proactive support and reduce churn risks. One possible use case is churn prevention.

AI 69

AI Artificial Intelligence SaaS Generative AI 69

User Pilot

NOVEMBER 5, 2023

An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction. Other ways to scale customer success include providing a resource center , offering regular webinars , and regularly collecting customer feedback. Interactive walkthrough in Userpilot. to help solve customer issues.

Scale 88

Scale Customer Success Scaling SaaS 88

Stax

MARCH 6, 2024

The role of payment gateways in recurring billing Payment gateways play a crucial role in the recurring billing process by securely processing and managing the transactions between customers and businesses. Recurring revenue allows merchants to forecast future revenues more accurately, which aids in financial planning and resource allocation.

Merchant Services 88

Merchant Services Payment Services Payment Methods Payment Features 88

Stax

FEBRUARY 28, 2024

TL;DR A SaaS billing platform is a digital solution that allows SaaS companies to process payments and manage the overall transaction lifecycle. This includes subscription management, revenue recognition, dunning management, integrations with other business systems, fraud prevention, and more. What is a SaaS Billing Platform?

Payments 88

Payments SaaS Payments Payment Services Merchant Services 88

User Pilot

MARCH 21, 2024

Customer lifecycle management helps you sustain growth by building a loyal customer base over time. Providing exceptional customer service by offering 24/7 support through in-app resources and optimizing customer experience. Why is customer lifecycle management important?

Strategy 98

Strategy Software Review Social Media Engagement 98

User Pilot

SEPTEMBER 19, 2023

As your business grows and your focus shifts from acquiring new customers to retaining existing ones, churn prediction becomes an invaluable tool in your toolkit. Accurate churn prediction models help you improve the customer experience and prevent voluntary customer departures. What is churn prediction? Churn is expensive.

Churn 101

Churn Machine Learning Artificial Intelligence Data Analysis 101

User Pilot

JANUARY 20, 2024

How do you conduct root cause analysis in product management? We also explain why it’s important for product managers and share useful tips. What is root cause analysis in product management? It’s used to identify the underlying causes of issues or faults in a product or the product management process.

Technical Review 107

Technical Review Management Software Review Data Analysis 107

User Pilot

DECEMBER 23, 2023

It also explores: The difference between retention and churn The importance of tracking retention Various stages of user retention How to measure it effectively What retention metrics to track, and Tried and tested strategies to increase user retention. Churn is the opposite of retention. It’s how many users abandon the product.

Retention 86

Retention Customer Lifetime Value Social Media Churn 86

Subscription Flow

FEBRUARY 27, 2024

However, handling multiple subscription plans and the dealing with the complexities of B2B enterprise SaaS billing, variable customer lifecycles, and subscription management can be extremely difficult. It is easier to plan and manage finances effectively when there is stability.

SaaS Payments 95

SaaS Payments Payment Services Payments Payment Solutions 95

Blulogix

MARCH 21, 2024

Effective retention strategies mitigate churn, amplify customer lifetime value, and transform satisfied customers into vocal advocates for your brand. A positive support experience can turn potential churn into renewed commitment. It’s a reflection of customer satisfaction and the perceived continuous value of a service.

B2B 52

B2B Subscription Payment Features Retention 52

User Pilot

APRIL 7, 2024

To identify the Aha moments in your product, analyze the user behavior of your power users as well as churned ones. You can do it by providing users with on-demand self-service support, for example, through a resource center. Break them down further to see how the behavior of the successful users differs from the churned ones.

Management 52

Management Underperforming Technical Team Onboarding Churn 52

User Pilot

MARCH 25, 2024

EBITDA is used by larger companies with more complex management structures. To improve your company valuation, reduce churn by optimizing the customer journey , use feedback to improve customer experience, optimize your pricing strategy, focus on account expansion , and leverage product virality for customer acquisition.

SaaS 93

SaaS Customer Lifetime Value Acquisition Metrics 93

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 123

Benchmarks Churn Payments SaaS Payments 123

ChurnZero

APRIL 18, 2024

Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Digital circuits are a bit brainier (faster and more reliable with calculations) but it can be a complicated, resource-heavy lift. So, now what?

Engagement 52

Engagement Onboarding Customer Success Metrics 52

ChurnZero

SEPTEMBER 8, 2022

Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! Increase customer retention, lower churn.

Education 98

Education Customer Success Underperforming Technical Team Scale 98

User Pilot

MARCH 17, 2024

Consequently, you would have to invest more resources in your organic strategy. This suggests that the company should shift resources from Facebook to Google Ads to be efficient. As a SaaS product growth manager, your job is to choose the KPIs that define the success of your business and build dashboards accordingly.

Social Media 86

Social Media Data SaaS Scale 86

Totango

SEPTEMBER 20, 2022

Customer enablement empowers customers by giving them the resources they need to use your product successfully. Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product. What Is Customer Enablement In Business?

B2B 82

B2B Scale SaaS Sales Enablement 82

User Pilot

DECEMBER 20, 2023

Natural Language Processing (NLP) enhances support ticket management by automating analysis and intelligent routing, leading to faster resolution. Through methods like logistic regression, machine learning predicts customer churn , enabling businesses to tailor retention strategies based on customer segment characteristics.

Artificial Intelligence 93

Artificial Intelligence Machine Learning Data Social Media 93

FastSpring

DECEMBER 9, 2022

In this piece, we’ll be comparing 7 SaaS billing solutions that we separate into three categories: Subscription management: This type of software lets you automate free trials, recurring payment schedules, and the dunning process. 3 Subscription Management Software. Subscription and Recurring Billing Management.

Payment Services 128

Payment Services Merchant Services Payment Methods SaaS Payments 128

User Pilot

JANUARY 29, 2024

An efficient and effective design with users’ needs at the center stage encourages product engagement and reduces churn. A well-crafted UX design increases customer satisfaction, improves user engagement, minimizes friction and churn, and improves customer retention. This makes the product easier to navigate. Creating S.M.A.R.T

SaaS 102

SaaS Interviewing User Experience Onboarding 102

Blulogix

FEBRUARY 9, 2024

From managing diverse subscription tiers to accommodating customer preferences, the intricacies of subscription billing are vast. Managing these changes requires a billing system that’s both flexible and precise. This efficiency allows businesses to allocate resources to growth initiatives rather than administrative tasks.

Payments 52

Payments Payment Services Subscription Payment Features 52

ChurnZero

APRIL 21, 2021

Customer Success is a growing industry, with more resources than ever before – but sometimes it can be hard to find the golden nuggets with the ever-increasing sea of content. Perhaps newsletters are a way of making sense of all the information that is out there by bringing some helpful resources right to your inbox.

Customer Success 94

Customer Success Churn Onboarding Subscription 94

User Pilot

MARCH 19, 2024

Offer self-service support with a resource center to remove friction. Analyze user behavior to identify gaps in the user experience Gaps can lead to customer churn due to a disparity between users’ expectations and their experience. Design an intuitive user interface. Simplify user interface design with progressive disclosure.

User Experience 93

User Experience SaaS AI Search Customer Lifetime Value 93

User Pilot

JULY 31, 2023

Provide self-service support with a resource center. Trigger exit surveys to prevent and reduce churn. On the other hand, retention marketing strategies aim to increase customer loyalty , reduce churn , and maximize the lifetime value of each existing customer. Userpilot’s in-app resource center.

Retention 93

Retention Strategy Marketing SaaS 93

User Pilot

APRIL 16, 2024

Customer journey analysis enables companies to identify friction points in the journey that prevent users from converting and lead to customer dissatisfaction or even churn. Journey analytics insights also help teams predict churn and tackle churn drivers proactively. Emotions (excitement, confusion, etc.). Customer journey map.

Churn 94

Churn Customer Lifetime Value Mobile Retention 94

User Pilot

JANUARY 14, 2023

Successful customer education improves customer satisfaction, drives customer success and retention, reduces customer churn, and lowers support costs. Also known as customer training, it involves providing resources to help you onboard, train, and retain existing or new customers. Why is customer education important?

Education 96

Education SaaS Onboarding Customer Success 96

User Pilot

MARCH 27, 2023

How can product analytics help product managers create better digital products and more satisfying user experiences? Funnel and milestone analyses enable product managers to track users’ progress along the user journey and toward activation and adoption. This is the main question we tackle in this article.

Underperforming Technical Team 97

Underperforming Technical Team SaaS Churn User Experience 97

User Pilot

JULY 27, 2023

Chief Technical Officer : Responsible for outlining the company’s technological vision, implementing technology strategies, and ensuring that the technological resources are aligned with the company’s business needs. Engineering Manager: In charge of planning, designing, and overseeing projects. Average salary: $191,286/yr.

Sales Hiring 95

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 95

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? However, sometimes things don’t go as planned, and customers churn. By the end of this article, you’ll have a better understanding of the common pitfalls that lead to customer churn and how to avoid them. 5: Customers churn when they experience an unresolved product bug.

SaaS Payments 94

SaaS Payments Churn Underperforming Technical Team Payment Methods 94