User Pilot

OCTOBER 31, 2023

In this blog, we’ll explore the differences between the two methods – and when it makes sense to use both. Low ROI : For mid to large or enterprise teams , in-app onboarding flows for new clients drive comparatively higher returns than calls (depending on the service provider). But it’s not your only option.

Onboarding 105

Onboarding Scale Customer Success Scaling 105

Totango

OCTOBER 27, 2021

the “How it Started vs. How it’s Going” meme). It’s nearly impossible to keep in touch with all of your customers manually, which is why a digital touch is so important whether you follow a low-touch or high-touch model. To prevent this from happening, try these four tips: . Maintain regular contact.

Customer Success 72

Customer Success Engagement Communication Metrics 72

Totango

AUGUST 21, 2020

Customer Service Vs. Customer Success. Customer Experience Vs. Customer Success. Account Management Vs. Customer Success. By scaling customer success, you can free up time for your CSMs to work on high-impact projects that will grow your business. Invest in your digital engagement strategy.

Customer Success 78

Customer Success Sales Hiring Scale Enterprise 78

Totango

OCTOBER 27, 2021

the “How it Started vs. How it’s Going” meme). It’s nearly impossible to keep in touch with all of your customers manually, which is why a digital touch is so important whether you follow a low-touch or high-touch model. To prevent this from happening, try these four tips: . Maintain regular contact.

Customer Success 62

Customer Success Engagement Communication Metrics 62

Totango

JUNE 17, 2021

What Is Customer Segmentation vs. Audience Segmentation? Elements such as contract value, annual and monthly recurring revenue, company size and growth potential can be combined into profiles defining corresponding engagement strategies, such as: High touch. Hybrid touch. Digital touch.

Technical Review 71

Technical Review B2B Customer Success Technology 71

User Pilot

JANUARY 26, 2023

To run a successful SaaS onboarding process , first choose the right onboarding model (low-touch, white-glove , or self-service ). Provide quick wins to keep motivation high – like celebrating a user’s first action (for example, scheduling their first event). White-glove onboarding vs. self-service onboarding.

Onboarding 98

Onboarding SaaS Customer Support Engagement 98

User Pilot

APRIL 10, 2023

The main downsides are high support costs and low conversion rates of 5 %. Freemium strategy vs free trial strategy Both freemium and free trial models are popular customer acquisition strategies in product-led companies. Both models allow users to experience the product value without satisfying all their needs.

Strategy 97

Strategy SaaS Onboarding Marketplace as a Service 97

Sales Hacker

JULY 28, 2023

Often times the touches feel very disjointed. And then all those additional touches have the same theme as the initial email, which that’s what the value proposition is. What are the touches? And how will you effectively prioritize and engage your audience across touch points? So again you’re referencing it.

ChatGPT 52

ChatGPT Engagement Data Sales 52

User Pilot

AUGUST 11, 2022

Customer success teams vs. customer support teams. But in short: Unless your product is too simple (for a low-touch model) or too complex (for a B2B high-touch model), a tech-touch model will offer the right balance between automation and personal interactions for your SaaS.

Customer Success 98

Customer Success Management SaaS Technical Review 98

Totango

MARCH 4, 2022

B2B vs. B2C Customer Service. If a customer’s NPS is low enough to indicate risk of churn, the software can manually notify a success agent to review the account and reach out to the customer in an effort to increase their satisfaction before renewal approaches. B2B Customer Success vs. B2B Customer Service.

B2B 93

B2B Customer Success Technical Review B2C 93

CustomerSuccessBox

MARCH 28, 2022

In this blog, we talk about how the 80/20 Pareto rule is applicable to customer success. Practically the process is based on two types of customers: High paying: white-glove services aka high touch. Low paying: Automated services aka low touch. Well, we might be wrong in that assumption!

Customer Success 52

Customer Success Technical Review Systems Review Subscription 52

Neil Patel

JANUARY 31, 2022

They either try to use the same strategies they use for their brick and mortar store (which will fail) or use strategies meant for blogs: not e-commerce stores. Selling products or services online requires a special touch. E-commerce Marketing Vs. E-commerce Advertising. Aren’t marketing and advertising the same thing?

Payment Methods 107

Payment Methods Social Media Marketing Software Review 107

User Pilot

OCTOBER 10, 2022

Low usage of a particular feature either means your customers are not getting value from it or they aren’t aware of the feature or its uses in the first place. Feature adoption vs product adoption: What’s the difference? A low repeated usage rate means your customers are dissatisfied with the feature and may churn for the same.

Metrics 97

Metrics Strategy Underperforming Technical Team Onboarding 97

OPEXEngine

DECEMBER 23, 2020

High churn on one-year deals (often 25% or higher) due to failed implementations. First, some SaaS companies deliberately run with a low set-up product, little to no services, and a customer success team that takes care of implementation issues. Services margins running in the negative 20% to negative 60% range.

Underperforming Technical Team 52

Underperforming Technical Team Sales Hiring Consulting Forecasting 52

Neil Patel

FEBRUARY 7, 2021

Both web hosting providers assure top-tier service in an already saturated market with low-quality hosting options. While this is the minimum for their lower-level shared hosting plans, if you opt for its dedicated hosting of VPS hosting plans, you can expect it to touch near 100%. But which one is truly the best web hosting service?

Scale 137

Scale Customer Support Technical Review Social Media 137

User Pilot

JULY 9, 2023

Usability vs User Experience. Before the product/feature launch Ideally, do usability testing with low-fidelity prototypes as soon as you start working on the product. You can go the traditional way and hire thousands of customer success and support managers to provide high-touch 1-2-1 assistance if you’ve got the money to burn.

User Experience 97

User Experience Onboarding AI Technical Review 97

CustomerSuccessBox

OCTOBER 5, 2021

Suggested Read: Gross Retention Rate Vs Net Retention Rate. Success Strategy- Are you going to be a high-touch or a low-touch or a 100% tech touch success team. These metrics when analyzed later will provide you with the exact issue at hand, and also how deep-rooted the issue is.

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

Neil Patel

FEBRUARY 13, 2023

By starting with high-priority items and ensuring your business remains operational, you can take more time to develop a plan and clarify consumer behaviors as the recession sets in. Customers make changes in spending due to inflation and high-interest rates, which commonly happen in a recession.

Technical Review 84

Technical Review Strategy Marketing Social Media 84

OPEXEngine

FEBRUARY 22, 2022

SMB customers will want high-touch sales engagement and service delivery but SMM SaaS companies will likely not have the budget necessary to justify providing this level of sales support. An eCommerce Marketplace refers to an automated, self-provisioning ordering process for low ACV customers. SMM vs. Enterprise SaaS Metrics.

SaaS Payments 52

SaaS Payments Payment Services Payment Methods Marketplace as a Service 52

ChurnZero

MARCH 24, 2020

This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . Organizing your CS team into a hierarchy allows you to mirror the structure of your clients, and establish distinct points of contact for decision makers vs. operators. 4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers.

Software Review 60

Software Review Technical Review Customer Success Subscription 60

User Pilot

APRIL 7, 2021

These actions you want to monitor and keep at low levels. Conversion Rate vs Retention Rate. They used a high-touch model with multiple onboarding emails from sales and customer success. This is a typically low percentage for simple B2B or B2C products. This might be multiple logins but very little session time.

Engagement 92

Engagement Metrics Scale Benchmarks 92

Point Nine Land

MAY 6, 2019

A few tips to unlock virality and maintain low CACs at scale At Point Nine, we’ve been fortunate enough to invest in about half a dozen companies building products that are intrinsically viral (or have a built-in growth mechanism in their product). Depending on the user flow, this can have very different conversion rates.

SaaS 73

SaaS Scale Acquisition PayPal 73

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. Be sure to sign up for our newsletter for upcoming vRYG details, plus get our latest blog, resources, and event updates delivered to your inbox each week. Customer Success vs. Sales. Matt Kearns, Sr.

Customer Success 59

Customer Success Technical Review Management Sales Hiring 59

OPEXEngine

JUNE 9, 2020

In this third installment of our blog series ‘React, Adjust, Recover – Strategies for Professional Service Organizations During the COVID-19 Outbreak’, we focus on strategies to help businesses recover faster as restrictions begin to lift. We have been doing webinars for clients and prospects, blogging, creating useful resources.

SaaS Payments 59

SaaS Payments Payment Services Technical Review Payment Methods 59

SmartKarrot

MAY 4, 2021

For more scalable customer success, you need to incorporate some high-touch practices. High touch CSM is one that involves human capital more. There is more face-to-face interaction, on-the-go decision making, and high-level strategy with equal focus on process. What is High-touch Customer Success?

Customer Success 11

Customer Success Technical Review SMB Onboarding 11

User Pilot

MARCH 18, 2021

The marketing and sales warriors in the trenches creating blog posts, running email campaigns, and closing deals. vs. A Product Onboarding Tool for Startups. vs. The Product Growth Tool for Product Teams. Retaining certain customer groups can require much more resources and only result in a high CAC without positive ROI.

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

SaaStr

FEBRUARY 6, 2024

” What’s ‘good vs. bad’ NRR? So on the left are your more transactional, almost self-service SaaS companies, and on the right side is where you have a very high-touch business, like million-dollar contracts like a Workday. What’s Good Net Revenue Retention? OK, onto the next burning question.

Customer Success 239

Customer Success Scale Sales Hiring Benchmarks 239

ChurnZero

MARCH 17, 2022

We are in a more mature phase with a wide range of customers (low to high touch). Going back to the question, you can use a quadrant that is specialized towards a certain type of customer if your low-touch customers have a different view of your product or approach your product differently than your high-touch customers.

Customer Success 97

Customer Success Technical Review Leadership Systems Review 97

SmartKarrot

JULY 31, 2020

Needless to say, the tough tiff between customer satisfaction vs customer delight can go on for time immemorial. When sprinkled with a personal touch, takes them through customer delight and customer satisfaction. This blog says you why not. What does it take for the customers to pick you over the competitions? Let’s see.

Social Media 10

Social Media Scale Systems Review Software Review 10

SaaStr

FEBRUARY 2, 2024

A few examples from recruiting and interviewing lately that Jason warns fellow founders against: #1 Beware of the Managers vs the Do-ers. Jason warns not to hire this persona if what you need in 2024 are high-output, productive employees. #2 2 Beware Sales / Customer Success Reps who don’t want to visit customers in person.

Sales Recruiting 283

Sales Recruiting Trends Sales Hiring Software Review 283

User Pilot

JANUARY 26, 2024

To become a product-led company, essentials include a high-quality, user-friendly product with a good market fit and an intuitive design that allows users to experience its value in little time. Marketing-led growth vs. sales-led growth vs. product-led growth Product-led growth is often mentioned along with marketing- and sales-led growth.

SaaS 103

SaaS Acquisition Onboarding Retention 103

User Pilot

JUNE 22, 2023

The differences between a high-touch vs low-touch user engagement model may not seem that important but finding the right approach can actually make your customer success managers a lot more effective. User segmentation can help you identify high-touch and low-touch potential customers.

Customer Success 96

Customer Success Engagement Scale Management 96

User Pilot

APRIL 30, 2024

Growth marketing strategy vs. traditional marketing strategy Growth marketing focuses on the entire customer lifecycle , not just the initial acquisition. After picking the low-hanging fruit, work your way through the remaining ones to boost the figures further. Userpilot product-led blog. Growth marketing is also highly agile.

Underperforming Technical Team 105

Underperforming Technical Team Strategy Marketing Customer Lifetime Value 105

ChurnZero

MARCH 17, 2022

We are in a more mature phase with a wide range of customers (low to high touch). Going back to the question, you can use a quadrant that is specialized towards a certain type of customer if your low-touch customers have a different view of your product or approach your product differently than your high-touch customers.

Customer Success 52

Customer Success Technical Review Leadership Systems Review 52

Baremetrics

MARCH 23, 2020

User churn vs. revenue churn Most people talking about churn are referring to “user churn”…but there’s another type as well. Every business is different, and what’s considered “high” for one might be ok for another. Even if you don’t have a high churn rate, there’s no reason why you shouldn’t aim to get it lower if possible.

Churn 145

Churn Payment Methods Payment Solutions SaaS Payments 145

Casey Accidental

OCTOBER 18, 2021

I wrote in the past that there is frequently a misalignment on vision vs. execution roles. Secondly, the self-service acquisition model meant the product had very low acquisition costs overall. Internal developer productivity was incredibly low due to low level of investment in developer tools. Consumer Marketplace.

Technical Advisors 140

Technical Advisors Technical Review Scale Marketplace as a Service 140

Scytale

APRIL 24, 2024

The following best practices touch on each of these three components. However, despite the emphasis placed on investing in robust antivirus software, many organizations opt for free antivirus solutions to tick the box and keep costs low. There are several (hundred) sub-requirements within these 12 requirements. Unfortunately, yes.

Payment Services 52

Payment Services compliance Payment Solutions Payment Methods 52