Intercom, Inc.

APRIL 20, 2021

The challenges facing customer support leaders are more complex than ever. They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team.

Scale 156

Scale Customer Support Scaling Headcount 156

TechEmpower SaaS

MARCH 4, 2024

Key Functions with High Impact Generative AI is revolutionizing sales by enabling dynamic pricing and personalized customer interactions, boosting conversion rates and customer satisfaction. Post-sale, AI analyzes customer data to improve service and loyalty, making it a cornerstone of modern sales methodologies.

Generative AI 443

Generative AI AI CTO Hire Sales Recruiting 443

User Pilot

APRIL 9, 2024

What are the best onboarding platforms available on the market in 2024? Are you looking for an onboarding solution for web or mobile apps? Do you need it to support customer or employee onboarding processes? Are you after specific features to support your onboarding tasks? What’s your budget?

Onboarding 52

Onboarding Software Review Sales Hiring SaaS 52

User Pilot

JUNE 28, 2023

Sustaining user engagement throughout the entire onboarding process can feel like a task only large teams can achieve. Introducing core features, driving user activation, and maximizing retention rates after the user onboarding experience will all impact the user journey moving forward.

Onboarding 89

Onboarding SaaS Payments Payment Services Payment Solutions 89

Totango

MAY 13, 2022

Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement. Onboarding is one of the first times your customer engages with your business. Customer support platforms.

Engagement 103

Engagement Onboarding Artificial Intelligence Social Media 103

Intercom, Inc.

NOVEMBER 20, 2018

The days of waiting several hours on hold to speak with a support or sales representative are now (mostly) over. Many of these more detailed support interactions might be resolved more quickly with video as opposed to back and forth messaging. Set your customers up for success with onboarding videos.

Customer Support 146

Customer Support Business Social Media Engagement 146

User Pilot

SEPTEMBER 11, 2023

The ideal user onboarding process is centered around customer needs. This article holds your hand and shows you practical steps to deliver engaging onboarding experiences that drive growth. Additionally, you'll see: Onboarding flow examples from top SaaS companies. How to track onboarding performance and improve.

Onboarding 52

Onboarding Engagement Trends Data 52

User Pilot

SEPTEMBER 11, 2023

The ideal user onboarding process is centered around customer needs. This article holds your hand and shows you practical steps to deliver engaging onboarding experiences that drive growth. Additionally, you'll see: Onboarding flow examples from top SaaS companies. How to track onboarding performance and improve.

Onboarding 52

Onboarding Engagement Trends Data 52

User Pilot

SEPTEMBER 11, 2023

The ideal user onboarding process is centered around customer needs. This article holds your hand and shows you practical steps to deliver engaging onboarding experiences that drive growth. Additionally, you'll see: Onboarding flow examples from top SaaS companies. How to track onboarding performance and improve.

Onboarding 52

Onboarding Engagement Trends Data 52

User Pilot

SEPTEMBER 11, 2023

The ideal user onboarding process is centered around customer needs. This article holds your hand and shows you practical steps to deliver engaging onboarding experiences that drive growth. Additionally, you'll see: Onboarding flow examples from top SaaS companies. How to track onboarding performance and improve.

Onboarding 52

Onboarding Engagement Trends Data 52

User Pilot

SEPTEMBER 11, 2023

The ideal user onboarding process is centered around customer needs. This article holds your hand and shows you practical steps to deliver engaging onboarding experiences that drive growth. Additionally, you'll see: Onboarding flow examples from top SaaS companies. How to track onboarding performance and improve.

Onboarding 52

Onboarding Engagement Trends Data 52

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible. What Is the Client Onboarding Process?

Onboarding 92

Onboarding Technical Review Software Review Scale 92

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. They are: Use Customer Goals and Objectives to Personalize Onboarding.

Onboarding 127

Onboarding SaaS Healthcare Systems Review 127

SaaStr

MARCH 18, 2021

The COVID-19 pandemic brought seismic change to sales teams around the globe. The dependence on the in-person sales office sharply declined, and remote workforces took their place during the height of the crisis. Yet with encouraging news about the vaccine, SaaS leaders are looking beyond the pandemic to the future of sales.

Sales Hiring 140

Sales Hiring Sales Retention Customer Support 140

ChurnZero

JULY 7, 2020

Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. This is a guest blog post by LiveAgent.

Customer Support 90

Customer Support Customer Success Retention Customer Lifetime Value 90

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Minimizing churn.

Customer Support 52

Customer Support Customer Success Customer Lifetime Value Management 52

Baremetrics

FEBRUARY 2, 2021

Many SaaS businesses concentrate on offering an amazing product and then neglect customer support. They assume that when you have a great product, customers will always come back. In this guide, you will learn why SaaS customer support is so important, how to get started, and what metrics to use to track success.

Customer Support 59

Customer Support Payment Methods SaaS Payments Payment Solutions 59

User Pilot

MARCH 29, 2023

How to use NPS to boost sales Send customers who answered the NPS survey a follow-up question so you can make sense of the score they provided. Acknowledge unhappy customers and address their concerns swiftly to turn them into happy ones. A responsive customer support service. What is Net Promoter Score (NPS)?

Payment Methods 81

Payment Methods Scale Payment Services Sales 81

User Pilot

NOVEMBER 13, 2023

Increased customer satisfaction and retention rate , along with greater customer loyalty and company growth, are just some of the benefits of an effective customer enablement strategy. Customer enablement and sales enablement aren’t the same. Here are some tried-and-tested best practices for customer enablement: 1.

B2B 102

B2B Sales Enablement Onboarding Retention 102

User Pilot

JANUARY 22, 2024

Customer success is a more proactive and holistic approach than customer support, customer service , or account management. A high-touch customer success model is highly personalized and requires a lot of direct interactions with the customers.

Customer Success 95

Customer Success Sales Hiring Scale SaaS 95

Intercom, Inc.

OCTOBER 26, 2018

At some companies, customer success managers create resources for thousands of self-serve customers, while at others they work with a select few. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. Why onboarding is a part of sales.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

User Pilot

OCTOBER 26, 2023

In theory, users who experience product value through free trial or freemium convert to paying customers with little help from the sales team. Traditional sales techniques like product demos are more effective in this context. Personalized onboarding allows users to learn how to use the product and reduce time to value.

Outsourcing Services 95

Outsourcing Services Onboarding Customer Support Customer Lifetime Value 95

SaaStr

DECEMBER 26, 2020

Even once you hit just $2m-$3m ARR — fairly early — the trade-offs start to become clear for startups with customers both Smaller and Larger: Small customers consume just as many sales, success, and marketing resources. Small customers churn at a much higher rate. They make your onboarding smoother.

SMB 341

SMB Sales Hiring Marketing Enterprise 341

SaaStr

OCTOBER 17, 2022

If you’re only investing in sales and marketing, you’re missing a huge revenue opportunity. Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. When should you start customer success? Customer Success is not Customer Support.

Customer Success 215

Customer Success Sales Hiring Scale Leadership 215

CustomerSuccessBox

JULY 2, 2019

Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow.

Onboarding 66

Onboarding B2B SaaS Scale 66

SaaStr

FEBRUARY 21, 2024

The Challenges and Pitfalls of a Partner Ecosystem Drata attributes much of its success to its partner ecosystem, which is an interesting case study for most, so how do they break up marketing, sales, and resource allocation vs. a more direct-sales modeled business? The sales reps were friends, and accounts were shared.

AWS 199

AWS Scale Sales Hiring Marketing 199

User Pilot

MARCH 29, 2024

TL;DR A conversion funnel leak is a point in the customer journey where potential customers drop out of the process before taking the desired action. Sales funnel leaks happen at the top, middle, and bottom of the funnel. The conversion rate typically decreases as users go deeper into the sales process.

Scale 104

Scale Sales Funnel Onboarding Retention 104

Tom Tunguz

MARCH 8, 2020

To make a partnership successful, your startup will need to teach another sales team to sell your product. That means understanding your ideal customer profile, developing enablement materials to close those customers, and training new account executives to succeed in that effort consistently. The sales team asks for more leads.

Scale 321

Scale AWS Consulting Sales Enablement 321

SaaStr

JULY 14, 2023

They wanted to know how long you intentionally stay close to customers before building programs to reduce non-recurring professional services. The short answer is to stay close to customers as long as you can if your services really enable the product to work. Big customers want a solution. And software alone isn’t the solution.

Sales Hiring 226

Sales Hiring Scale Customer Success SaaS 226

SaaStr

JULY 27, 2022

They built their sales funnel in the same fashion to empower customers with autonomous product discovery and conversions. Yet, they needed to work out some challenges to support a fully independent journey (e.g., when customers needed to switch from an old payroll solution to PayFit).

SMB 182

SMB Sales Hiring Scale B2C 182

User Pilot

APRIL 8, 2024

The latter is less user-centric and relies on the sales team targeting the key decision-makers and nurturing them with sales pitches, presentations, and demos , to secure an enterprise deal for the whole organization. In the long run, they might also play a role in new customer acquisition.

Strategy 86

Strategy Business SaaS Customer Lifetime Value 86

User Pilot

OCTOBER 5, 2023

Calculating the actual customer acquisition costs accurately can be challenging, and CAC payback doesn’t consider customer lifetime value or differentiate between high- and low-value customers. Collaboration between product , marketing, and sales teams is essential to effectively identify and target high-value customers.

SaaS Payments 104

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 104

Intercom, Inc.

MARCH 28, 2018

The prevailing view of customer support is that it’s a cost center, and that companies are always looking to lower those costs. At Intercom, we have learned that investing in real-time support, with response times under 5 minutes, can actually turn customer support into a revenue driver.

Revenue 213

Revenue Customer Support Onboarding Operational efficiency. 213

User Pilot

NOVEMBER 5, 2023

Overall, customer value management can make your product more competitive. Marketing teams that understand what customers value can target them more accurately with marketing campaigns that truly resonate. Sales reps can use the knowledge to shift sales negotiations from price to value. Book the demo to see how!

Management 101

Management Scale Customer Lifetime Value SaaS 101

Intercom, Inc.

JANUARY 20, 2021

For example, our support best practices article outlines a complete strategy for how to provide personalized customer support. Of course, customers are busy. To create help content customers can relate to, talk to your customers directly. So give your customers what they’ve signed up for – a way to excel.

Scale 232

Scale Technical Review Education Customer Support 232

User Pilot

OCTOBER 26, 2023

Product-led growth uses the product as the primary driver of customer acquisition and retention, with minimal reliance on traditional sales and marketing. Growth loops leverage product virality, encouraging existing users to promote the product and attract new customers. It doesn’t end there.

Acquisition 104

Acquisition Scale Onboarding Marketplace as a Service 104

Sales Hacker

JULY 14, 2021

We’ve been hearing a lot about RevOps lately, but how is it different from Sales Ops? We asked the Sales Hacker community for their take to get the real scoop on how each differs. How are RevOps and Sales Ops different? The focus for Sales Operations (Sales Ops) is to support and enable sales reps to do their job effectively.

Sales 84

Sales Technical Review Consulting Systems Review 84