SaaStr

FEBRUARY 12, 2022

However, there are practical methods you can use to acquire new customers, drive higher retention, and grow your company. . Gorgias CEO Romain Lapeyre has successfully scaled the Gorgias SMB customer base from 1,000 to 10,000 by relying on data. Lapeyre shares advice on how to use data to acquire more customers and increase ARR. .

SMB 243

SMB Scale Data Scaling 243

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 89

Scale Retention User Experience Strategy 89

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Software Review 109

Software Review Technical Review User Experience Enterprise 109

User Pilot

APRIL 18, 2023

What are the right questions to ask your customers to understand user sentiment ? It’s crucial to listen to the voice of the customer and let their feedback guide your company’s growth and sustainability. And to do that, you must ask the right customer satisfaction survey questions. Likert scale questions 2.

Underperforming Technical Team 80

Underperforming Technical Team Scaling Onboarding Product Marketing 80

User Pilot

AUGUST 9, 2023

Wondering how to calculate customer retention rate and why? It’s important to measure the customer retention rate to see how well your product retains customers and to monitor any changes to try and improve it. Analyzing the customer journey of loyal users can help you find the “ happy path.”

Retention 93

Retention Customer Lifetime Value Churn Metrics 93

SaaStr

JANUARY 17, 2021

But the customers are really only behaviorally loyal — see more on this critical point here. The customers use the product because they have to. And if your customers love you — magic happens. In theory, many things can stop a SaaS startup after $4m-$5m ARR from getting to $100m. It’s not that hard.

SaaS 363

SaaS Venture Capital Churn Branding 363

User Pilot

JUNE 14, 2023

Looking to leverage the product feedback survey template to gather valuable insights from your customers? TL;DR A product feedback survey is a structured tool for gathering customer feedback on products or services. Smiley face customer satisfaction survey to gather user feedback using smiley faces to represent satisfaction levels.

Scale 90

Scale SaaS User Experience Market Research 90

User Pilot

JULY 13, 2023

Are you trying to find out how to measure growth of a company? Measuring a company’s growth helps you understand how much you progressed and where you stand. It informs you whether your product growth is fine or if you should make tweaks to improve results. What is the company’s growth rate?

Metrics 87

Metrics Customer Lifetime Value Benchmarks Churn 87

User Pilot

AUGUST 13, 2023

What’s a feature prioritization matrix and how can product teams leverage it to make better product decisions? How to develop your own prioritization matrix. A product prioritization framework helps you maximize customer value and deliver the best ROI by encouraging methodical examination of data before making decisions.

Scale 87

Scale Development Market Research Onboarding 87

User Pilot

AUGUST 16, 2023

Without retaining users , you’re throwing away money and resources spent acquiring customers that’s why having a retention playbook is helpful. A user retention playbook will keep your customers happy and continue using your product for longer. Monitor user satisfaction by regularly conducting in-app surveys.

Retention 96

Retention Social Media Customer Lifetime Value Churn 96

Totango

SEPTEMBER 23, 2021

What is CSAT , what is it good for and how do you track it and use it? In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. We’ll consider the benefits of tracking CSAT and how it can help your business.

Technical Review 99

Technical Review Software Review Systems Review Branding 99

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. Want to see how it works in practice? How to calculate NPS.

Software Review 84

Software Review Benchmarks Branding Growth Marketing 84

User Pilot

JANUARY 31, 2023

Product launch metrics provide valuable insights that you can use to improve your product and increase product growth. Here we will discuss how you can define product launch success and how to track, monitor, and improve it. TL;DR Product launch in SaaS refers to bringing a new or upgraded product to the market.

Metrics 87

Metrics Scale Software Review Retention 87

User Pilot

MARCH 6, 2024

How do you create a robust product funnel for your SaaS? We also explain: How product funnel differs from marketing and sales funnels. 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. Book the demo!

Social Media 82

Social Media Sales Funnel Acquisition Retention 82

User Pilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. Triggering in-app surveys to gather insights about and understand customer expectations.

Customer Lifetime Value 84

Customer Lifetime Value Customer Support AI Onboarding 84

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Customizing your survey with additional response fields. Branding your survey.

Software 102

Software Branding Customer Success Retention 102

User Pilot

AUGUST 14, 2023

For most SaaS businesses, a product satisfaction survey can be the heart of a user research process. And how should you ask your questions to ensure that you’re collecting the right data? Let’s start by defining what a product satisfaction survey is. There are five types of product satisfaction surveys: NPS surveys.

Scale 78

Scale SaaS Payments Payment Solutions Payment Services 78

User Pilot

APRIL 23, 2023

Tracking these metrics helps you gain growth insights, track user engagement , and measure customer satisfaction. Customer acquisition cost estimates the cost of acquiring a new customer to optimize customer marketing efforts. Lifetime value determines revenue potential from each customer.

Metrics 77

Metrics Customer Lifetime Value SaaS Scale 77

User Pilot

JUNE 28, 2023

Customers are the lifeblood of any business, and asking good feedback questions is critical to gauging their thoughts about your product or service and its perceived strengths and weaknesses. When used correctly, customer feedback can shape your growth strategy, help you detect issues, improve your brand image, and increase customer loyalty.

Market Research 90

Market Research Scaling Branding Social Media 90

User Pilot

AUGUST 10, 2023

Understanding NPS types will help you measure customer sentiment the right way. You’ll easily spot friction across critical customer touchpoints and address them to smoothen the user experience. This article not only shows you the differences but tells you when to trigger each, and how to use NPS to drive business growth.

SaaS Payments 79

SaaS Payments Payment Solutions Software Review Interviewing 79

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. It also allows them to make informed product development decisions, and improve customer satisfaction and loyalty.

Systems Review 82

Systems Review Social Media Technical Review Software Review 82

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Data 118

Data Underperforming Technical Team Software Review Technical Review 118

User Pilot

MAY 18, 2023

UX deals with a user's interactions with specific aspects of your product, while CX is broader and covers all customer engagements with your brand. Read on to find four key differences between UX and CX and how to improve both. What is customer experience? What is user experience?

User Experience 83

User Experience Underperforming Technical Team Customer Lifetime Value Retention 83

User Pilot

JUNE 16, 2022

Are you making the most out of your customer experience analytics? The data you receive from CX analytics enables you to reduce customer churn, increase customer satisfaction and retention , and help you identify the areas for product improvements. Qualaroo helps companies gather customer feedback only.

Customer Lifetime Value 97

Customer Lifetime Value Churn Retention User Experience 97

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 90

Social Media Scale Artificial Intelligence AI 90

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. Calculate the Net Promoter Score by subtracting the percentage of detractors from the percentage of promoters.

Payment Methods 68

Payment Methods Scale Payment Services Sales 68

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 91

Customer Success Strategy Customer Lifetime Value SaaS 91

User Pilot

JANUARY 19, 2023

You need to have a solid understanding of key quantitative metrics if you want to focus on and improve essential aspects of SaaS businesses like success measurement and customer retention. In this article, we’ll look at 10 crucial quantitative metrics and how you can optimize them for the best results. How do they differ?

Metrics 93

Metrics Customer Lifetime Value Retention Onboarding 93

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. We got you covered!

Onboarding 73

Onboarding Scaling Customer Support Branding 73

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Customer Lifetime Value 111

Customer Lifetime Value Scale Branding Trends 111

User Pilot

AUGUST 5, 2023

How can you leverage data tracking to get product growth insights ? Analyzing data is the key to achieving customer success and product growth. The actionable insights from the analyses will help you better understand the user journey, improve your company’s bottom line, and optimize the user experience.

Data 87

Data Customer Lifetime Value Underperforming Technical Team Data Analysis 87

User Pilot

MARCH 29, 2023

Are you looking to quickly and accurately track user sentiment and determine how happy your customers are with your product or service? This article examines what a smiley face survey is, why it’s an excellent tool for collecting feedback and tracking customer satisfaction, and when/how to use them.

Scale 89

Scale Social Media Scaling Onboarding 89

User Pilot

JUNE 2, 2023

Product adoption metrics tell you how well your platform is performing. By regularly tracking them, you can improve your in-app experience and drive higher feature adoption —which translates to more retention and customer loyalty. In this article, we dived into 13 important adoption metrics to measure. What is product adoption?

Metrics 79

Metrics Customer Lifetime Value Churn Onboarding 79

User Pilot

MARCH 27, 2023

In SaaS, your customer’s opinions and experiences determine your success. With NPS surveys , you can gauge your customer’s overall sentiment and identify improvement areas. But when is the right time to send a Net Promoter Score survey? What about after a customer has churned?

SaaS 87

SaaS Onboarding Customer Support Customer Success 87

User Pilot

JUNE 7, 2023

Customer effort score survey to understand the user experience with specific features. CSAT survey for collecting customer sentiment about a feature. CSAT survey for collecting customer sentiment about a feature. How disappointed would you be if [Feature] became unavailable? Book a demo to try it out.

User Experience 80

User Experience Banking Engagement Onboarding 80

User Pilot

JULY 14, 2021

How do you build engaging customer satisfaction surveys that get you quality feedback from your users? And what exactly are the different types of customer satisfaction surveys and how should you use them? What is a customer satisfaction survey? your brand. your brand.

Scale 98

Scale Software Review Technical Review Scaling 98

User Pilot

JUNE 20, 2023

Want to know how you can use survey analytics to leverage customer feedback data? It helps you better understand your customers’ needs and pain points and continually improve your product. You can continuously drive customer value once you successfully harness user feedback to build data-driven business strategies.

Data 74

Data Scale User Experience Underperforming Technical Team 74