SaaStr

SEPTEMBER 3, 2021

Expanding your SaaS business to reach new segments requires careful planning, specific strategy and a thorough understanding of the customer. As Grech describes it: “Square follows the ‘Jobs to Be Done’ framework, which is an idea that customers will hire your product based on a need or a job they need to get done.

Scale 242

Scale Sales Hiring Merchant Services Sales 242

SaaStr

MAY 3, 2023

For a quick rundown, Gainsight is the leading platform for customer success. Their mission is to help companies drive better customer success and improve net retention for businesses through different products like scaling teams, driving better in-app adoption, and building customer communities.

Sales Hiring 179

Sales Hiring Scale Pricing Customer Success 179

Blulogix

MARCH 21, 2024

By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Elevating Customer Retention in B2B Subscriptions For B2B subscriptions, customer retention is a pivotal factor underpinning the long-term success and sustainability of businesses.

B2B 52

B2B Subscription Payment Features Retention 52

Blulogix

DECEMBER 19, 2023

Remember, transitioning to UBP is not just about flipping a switch; it’s about orchestrating a symphony of internal alignment, system readiness, customer communication, and a dash of experimentation. To navigate the UBP seas, you need all hands on deck, from sales and marketing to finance and customer success.

AI Search 59

AI Search Subscription Payment Features Finance 59

User Pilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. TL;DR Customer retention is the ability to keep your customers actively using their products. Key metrics to measure customer retention include customer retention rate , customer churn rate , customer acquisition cost, and customer effort score.

Retention 111

Retention Metrics Strategy Scale 111

User Pilot

JUNE 26, 2023

How to create customer feedback systems to gain insights into user needs ? TL;DR Customer feedback systems are frameworks for collecting, organizing, and analyzing customer feedback for actionable insights. NPS surveys track customer loyalty and provide insights into their satisfaction.

Systems Review 98

Systems Review Social Media Technical Review Software Review 98

User Pilot

MARCH 23, 2023

It saves you time, ensures consistency, and enables easy customization to fit your unique needs and branding. In this blog post, we’ll discuss different NPS survey questions and best practices to collect valuable feedback from your customer base. Customize the survey template in Userpilot. How to calculate NPS.

Software Review 98

Software Review Benchmarks Branding Growth Marketing 98

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.

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Social Media Scale Artificial Intelligence AI 98

ChurnZero

DECEMBER 29, 2020

Caught in the throes of our fickle feelings – with a laugh giving way to a cry giving way to a half-laugh-half-cry hybrid – this weepy track played on a karmic loop as did the use of “unprecedented” when describing virtually anything. Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers.

Sales Hiring 98

Sales Hiring Scale Technical Review Software Review 98

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 96

Strategy SaaS AI Search Customer Support 96

User Pilot

FEBRUARY 28, 2023

If you’re wondering what different types of customer feedback are and how to collect them, you’re in the right place! In this article, we look at 13 different ways to collect feedback that product managers can leverage to gain a deep understanding of customer needs and make informed product decisions.

Scale 98

Scale Management Technical Review Onboarding 98

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable.

Scale 82

Scale Scaling Customer Success Benchmarks 82

SaaStr

NOVEMBER 22, 2020

Is your product sound, and does it solve a big problem for customers, enough for you to scale? Deliver repeatable value early in the customer’s journey. Review your customer’s problem journey at pre and post current stages. Once you figure that out, you can expand your scope. . Market Fit. Late-stage.

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Scale Scaling Technical Review Systems Review 319

CloudGeometry

MARCH 22, 2022

In this blog series, we explore how these three dimensions figure into key technical recommendations which enable scale in pursuit of SaaS business growth. The recurring revenue user model of SaaS demands deep and broad attention at every step, as it empowers you to provide continued feedback on what you are selling them.

DevOps as a Service 130

DevOps as a Service Software Delivery Well Architected Framework AWS 130

User Pilot

JANUARY 8, 2024

With the right customer acquisition strategies, you can convert potential customers to paying users and set the stage for turning them into long-term loyal users. In-app strategies for converting free or trial users to paying customers. In-app strategies for converting free or trial users to paying customers.

Acquisition 105

Acquisition Strategy Social Media Underperforming Technical Team 105

User Pilot

MARCH 29, 2023

How can you use NPS eCommerce to gain qualitative feedback as part of your online store strategy? Unlike customer satisfaction surveys , NPS indicates customer loyalty and brand sentiment in the long run. Acknowledge unhappy customers and address their concerns swiftly to turn them into happy ones.

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Payment Methods Scale Payment Services Sales 94

Blulogix

FEBRUARY 15, 2024

Customer Feedback Loops: Establish direct channels for customer feedback, such as surveys, social media engagement, and community forums. Agile Development Practices: Implement agile product development methodologies that allow for rapid iteration based on market feedback and insights.

Innovation 52

Innovation Marketplace as a Service Tiered subscription models AI Search 52

User Pilot

JANUARY 26, 2023

Customer feedback is an invaluable resource for SaaS businesses. The more effectively you manage customer feedback and incorporate it into your product, the more valuable it becomes to your customers. One of the most powerful types of user sentiment is real-time customer feedback.

Systems Review 98

Systems Review SaaS Scale Technical Review 98

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. What is B2B Customer Experience?

B2B 111

B2B B2C Technical Review Systems Review 111

SaaStr

AUGUST 21, 2021

In the age of the customer, how can growing companies scale their CX efforts over time and through expansion? Ginger Conlon, the Director of Thought Leadership at Genesys, interviews Hubspot CEO, Yamini Rangan, about best practices in delighting customers and aligning efforts across the organization. #1 2 Digital-First is the Default.

Scaling 253

Scaling Enterprise Company Culture Interviewing 253

User Pilot

JUNE 14, 2023

Looking to leverage the product feedback survey template to gather valuable insights from your customers? Crafting an effective product feedback survey requires careful consideration. A product feedback survey template can help you here by streamlining the feedback collection process with the most relevant questions.

Scale 98

Scale SaaS User Experience Market Research 98

Casey Accidental

APRIL 13, 2021

Founders and product leaders struggle with answering this question however, and advice and blog posts on the internet frequently espouse that you’ll know product/market fit when you see it, and that all of a sudden everything will start working. Satisfaction is tricky to understand because, well, customers are rarely truly satisfied.

Product Marketing 145

Product Marketing Marketing Scale Retention 145

Valerian Tech

JULY 27, 2023

Agile methodologies offer a flexible and iterative approach that emphasizes collaboration, adaptability, and customer-centricity. Agile methodologies value individuals and interactions, working software, customer collaboration, and responding to change.

Scale 52

Scale Software Development Software Review Technical Review 52

Intercom, Inc.

SEPTEMBER 6, 2022

Small changes are easier to build and faster to review, enabling us to deliver value to customers more quickly. By shrinking the size of each step, we tighten the feedback loop and set ourselves up to learn and adjust much faster if we need to. This is the seventh post in a series exploring our product principles.

Systems Review 138

Systems Review Engineering Investment Data 138

User Pilot

MAY 23, 2023

The rise of AI is grabbing headlines across the globe at the moment and the world of customer experience is no less. In this article, we’re going to unpack how AI customer experience can completely transform how people engage with your SaaS. AI can greatly improve the customer experience. What is AI customer experience?

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Artificial Intelligence AI SaaS Payments Payment Solutions 98

SaaStr

OCTOBER 24, 2022

Developers act, think, and behave differently than your average customer. In PLG, you have something like a freemium motion to acquire customers. This allows you to have like a really cheap acquisition for customers, but the billing model is typically a little bit different as well with usage-based and consumption-based models.

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Underperforming Technical Team Outsourced Development Development Part-Time VPE 183

Intercom, Inc.

MARCH 26, 2018

It gives your customers the information they need to break down their learning barriers and hopefully become expert users of your product. If you develop and ship new features as often as we do, it’s vital that your articles help your customers keep up with the changes. Create a feedback loop that keeps on giving.

Education 190

Education Customer Support Branding Management 190

Intercom, Inc.

DECEMBER 10, 2019

This feature, if it solves a customer problem, results in measurable changes in how customers behave in your product, and ultimately this behavior change delivers an impact to your business. It wasn’t enough to efficiently solve customer problems; we needed to be thinking about how we were helping our business to be more successful.

Retention 281

Retention Metrics Scale Startup 281

Sales Hacker

JULY 18, 2022

We all know customer retention is more important than ever. Which is why it’s key to strengthen customer retention processes by automating them, keeping customers engaged, and detecting any signs of churn before they happen. Automate these 5 processes to boost customer retention. We need our customers to find their “aha!”

Payment Services 77

Payment Services Churn Payment Methods Payment Solutions 77

Panintelligence

APRIL 3, 2024

In a recent webinar with industry experts, we uncovered four key steps to successfully leveraging AI—which we'll dive into in this blog post. AI has moved beyond the "Peak of Inflated Expectations" in the Gartner Hype Cycle and is now reshaping operations, decision-making, and customer interactions across industries. Prefer to listen?

AI 59

AI CTO Coach Scale Cybersecurity 59

User Pilot

JULY 29, 2021

Are you looking for customer engagement solutions that can give you an upper hand in creating stronger customer relationships? It can be quite confusing if you don’t know what tactics will improve customer engagement in your product. Higher customer retention. Increased customer lifetime value ( LTV ). Lower churn.

Engagement 98

Engagement Software Review SaaS Onboarding 98

User Pilot

MARCH 27, 2024

Collecting navigation feedback with surveys to refine and improve secondary navigation based on user insights. For example, within the Blogs section, users can explore content segmented by categories, like marketing or customer service—while also adding a separate menu to explore by topics.

User Experience 105

User Experience Pricing Engagement Mobile 105

User Pilot

AUGUST 11, 2022

Since customer success roles are relatively new, companies don’t always have a clear idea of what responsibilities are appropriate for a customer success manager (CSM). Customer success ensures customers get their desired outcome when using your product. Which involves: Managing churn and increasing customer retention.

Customer Success 98

Customer Success Management SaaS Technical Review 98

User Pilot

AUGUST 5, 2023

NPS (Net Promoter Score) passives are customers who have moderate feedback about your product but are not enthusiastic supporters. Turning the NPS passives into promoters can improve user sentiment , retention rate, and customer loyalty. Segment passive customers and offer them targeted offerings through in-app messages.

Scale 98

Scale Retention User Experience Strategy 98

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. 10 Punny Customer Success Jokes.

Technical Review 49

Technical Review Artificial Intelligence Social Media Churn 49

User Pilot

MARCH 13, 2023

What better way to gather customer feedback ? TL;DR A product survey is a tool used by companies to gain valuable insights from customers in a structured way. Userpilot is a powerful product adoption platform that makes it simple to build surveys and analyze feedback. Collect customer feedback and analyze responses.

Onboarding 98

Onboarding Churn SaaS Management 98

SaaStr

NOVEMBER 8, 2023

His executive team today is: A Chief Customer Officer who was CSM at Gainsight seven years ago. For example, if you have a customer or prospect that says, “Can I get this for $300/month and a one-year contract,” or, “I’d like a three-year contract with one-year opt-out and to pay on quarterly terms.”

Scale 243

Scale Sales Hiring SaaS Scaling 243