Incredo

DECEMBER 12, 2019

How many software review sites are you present at? Bad reviews point out to your weaknesses, helping you better your customer support, product, onboarding, whatever issue they address. And sometimes you need to go the extra mile and impress your user with high-level support.

Software Review 37

Software Review Systems Review Software Social Media 37

SaaStr

OCTOBER 15, 2019

Lots of us fantasize about moving upmarket, but are unsure of how to get started, is it just a matter of hiring a team of SDRs and getting them to hit the phones? You don’t want to fall into a trap of building all this custom stuff, I think you guys all know why that’s a bad idea.

Underperforming Technical Team 217

Underperforming Technical Team Sales Hiring SMB Enterprise 217

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Totango

JULY 28, 2021

Coordinating resolution of customer support issues. Customer success managers may handle different volumes of customers. Totango’s dynamic assignment feature lets you scale your customer success management by automatically matching team members to customers who need assistance based on fit, skill and availability.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

User Pilot

MARCH 23, 2025

This presents an opportunity to boost retention using those features by refining, expanding, or optimizing them. Whatever these metrics tell you, the good or the bad, that’s only half the story. This means only 10% of monthly users engage with your app daily, showing infrequent usage and poor user retention.

Mobile 57

Mobile Underperforming Technical Team Engagement Metrics 57

Intercom, Inc.

SEPTEMBER 3, 2020

Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So if you have ever asked yourself, “How does customer feedback manifest into the features and updates that we build?” In London, we focus on improving our support solutions.

Mobile 212

Mobile Scale Underperforming Technical Team Engineering 212

User Pilot

MARCH 9, 2023

There are two types of customer attrition: active (voluntary) attrition and passive (involuntary) attrition. The key causes of customer churn are poor customer support , buggy product, wrong product-market fit, bad user experience, poor onboarding process, high pricing, and long time-to-value.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Payments Payment Solutions Payment Services 98

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 57

Customer Support Customer Success Retention Underperforming Technical Team 57

Totango

JANUARY 26, 2021

A customer churn analysis is an investigation that uses big data analytics methods to go beyond churn rate and identify underlying factors promoting customer churn. When you know why customers are leaving you, you can develop appropriate preventive measures. Poor Customer Fit.

Churn 94

Churn Retention Underperforming Technical Team Technical Review 94

User Pilot

NOVEMBER 30, 2023

A market gap can be caused by missing functionality or poor user experience. Tracking user behavior in-app enables product teams to find ways to improve product experience. You can collect feedback from your customer base via in-app surveys, feedback widgets, interviews, and by monitoring social media mentions and reviews.

Underperforming Technical Team 105

Underperforming Technical Team Marketing Market Research Outsourced Development 105

Intercom, Inc.

APRIL 3, 2025

In the high-stakes world of gaming, support teams face a unique set of challenges. With global player bases across all time zones, dramatic volume spikes during tournaments and launches, and the expectation for instant, personalized assistance, traditional support models simply can’t keep up.

Payment Services 104

Payment Services AI Underperforming Technical Team Technical Review 104

ChurnZero

AUGUST 14, 2020

We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. And by virtue of that, it’s essential that Customer Success software – like a Customer Success team – plays well with the others it works alongside if the customer is to truly come first.

Payments 87

Payments Payment Solutions Customer Success Software Review 87

User Pilot

JANUARY 17, 2024

The most common challenges that hinder SaaS growth are lack of product-market fit , ineffective sales and marketing strategies , customer churn, and long product development cycles. Here are the 15 most effective ways to scale your SaaS business: Create a solid customer acquisition strategy.

Scale 105

Scale Scaling SaaS Underperforming Technical Team 105

Practical Advice on SaaS marketing

OCTOBER 8, 2013

But that would be a bad idea. For example, "our solution is specifically designed to help eCommerce companies more quickly and accurately update the inventory they present online." For your business to thrive, the return on that spending - the long-term customer value - must exceed the acquisition costs.

Marketing 100

Marketing SaaS Underperforming Technical Team Acquisition 100

Intercom, Inc.

MAY 17, 2018

In short, JTBD is a research process that helps uncover a customer’s motivation for buying your product – the “job” your product is“hired” to complete. Today, Bob is President and CEO at The Re-Wired Group , a consultancy that’s helped develop more than 3,500 products and services. So I have to find something better.”

Sales Hiring 202

Sales Hiring Interviewing Scale Underperforming Technical Team 202

User Pilot

JULY 14, 2024

Customer segmentation vs market segmentation Market segmentation is a broader concept that divides the entire market into distinct groups. It can be helpful when conducting market research and developing a targeted marketing strategy to reach potential customers. Increase customer loyalty and satisfaction.

Software Review 109

Software Review Underperforming Technical Team Customer Lifetime Value User Experience 109

User Pilot

JULY 27, 2023

They also manage finances and supervise one or more engineering teams. Account Managers: They serve as the lead point of contact for all customer account management matters. What to do before building a team for your SaaS company You can’t just jump into hiring without some forethought, or you’ll make many mistakes.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

User Pilot

APRIL 22, 2024

Technical support. Any help that involves the technical team. Whether it’s through developer’s docs, tweaking the code, or providing integration assistance. Self-service support. Some tips to provide proper end-user support include: Using AI marketing tools to reduce the team’s workload.

Strategy 105

Strategy Technical Review Technical Support Software Review 105

Totango

MAY 17, 2024

Unsurprisingly, a similar echo was heard at TSIA World INTERACT in May—doubling down on the fact that CS lags behind other customer-facing functions like support and service when it comes to AI adoption and innovation. So, what can CS teams do today? Leveraging AI in customer support can significantly reduce customer effort.

Innovation 101

Innovation AI Underperforming Technical Team Scale 101

Stax

MARCH 18, 2025

If your product is amazing, but you have a poor onboarding process, chances are high you’ll have a low activation rate. To ensure you set your customer base up for success, your onboarding experience should have minimal friction and be customized to their needs.

Scale 117

Scale Payment Services Payments SaaS Payments 117

Neil Patel

SEPTEMBER 17, 2020

The top 6 options for VoIP phone service: Ooma – best for small businesses Nextiva – best for remote teams RingCentral – best for fast-growth Grasshopper – best for mobile teams Verizon – best for large businesses 8×8 – most affordable VoIP service. Remote teams face unique challenges.

Systems Review 145

Systems Review Software Review Scale Mobile 145

User Pilot

AUGUST 14, 2019

It provides support across the entire project management workflow, from project planning to billing. The team at Troi were faced with a problem that many SaaS companies face at one point or another: They were spending more and more time conducting software demos for new users. What was Troi’s Problem? But that was a costly solution.

Underperforming Technical Team 54

Underperforming Technical Team Scale Development Software 54

User Pilot

MARCH 29, 2023

Its analytics are better-developed than Userflow, but all its plans are more expensive. Just like us, they struggle to pinpoint any major weaknesses of the product. Things that they bring up include constraints of the pricing plans, including the pro plan, and limited survey customization: What do you dislike about Userflow?

Software Review 98

Software Review Underperforming Technical Team Technical Review Onboarding 98

Neil Patel

SEPTEMBER 3, 2021

Popular features include: flexible platform allows you to tailor your event to your needs affordable, straight-up pricing that enables you to keep your costs down advanced technology tool kit great customer support to help make sure your event is a success. Put a team together that shows off the best aspects of your business.

Sales Recruiting 143

Sales Recruiting Social Media Sales Hiring Marketing 143

User Pilot

MAY 29, 2024

Foster cross-functional team collaboration and communication. Best tools to use in your product development process: Userpilot – best tool for designing in-product experiences. Lucidchart – best tool for customer journey mapping. Asana – best project management tools for teams. Follow an agile mindset.

Underperforming Technical Team 105

Underperforming Technical Team Software Review Market Research Technical Review 105

ProfitWell

AUGUST 18, 2020

In some verticals, this rapid decline in switching costs, coupled with an increase in market competition, has led to the virtual disappearance of risk for the customer. The risk to switch is so low that one survey found that 63% of DTC customers leave after one poor customer experience.

SaaS Payments 111

SaaS Payments Payment Methods Outsourced Development Underperforming Technical Team 111

OpenView Labs

MAY 13, 2021

While most companies possess enough market knowledge to predict or anticipate which customer segments are their most profitable, the leaders of those businesses also know that scaling a business is not best left to guesswork or instinct. If best current customer segmentation is done right, however, the business benefits are numerous.

Scale 94

Scale Underperforming Technical Team Technical Review Software Review 94

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Sales Hiring 97

Sales Hiring Customer Success Sales Recruiting Technical Review 97

FastSpring

DECEMBER 7, 2023

As the Director of Corporate Development & Strategic Partnerships at WP Engine , Carl has worked on many acquisitions and partnerships, including brands like Flywheel, Perfect Dashboard, Block Lab, and recently, Delicious Brains. Just looking at our user base, they really were that sweet spot of ideal customer profile.

Software Review 148

Software Review Technical Review Development Team Review Branding 148

Intercom, Inc.

JULY 5, 2018

Previously, however, he ran sales productivity for teams at Google, Salesforce and Box. His time at the latter culminated in the title of Chief Storyteller, where he rewrote the script for how Box sales team talked to and about their customers. Today, Doug is a Growth Partner at Emergence Capital. It was so fun.

Sales Hiring 171

Sales Hiring Technical Review Development Team Review Scale 171

User Pilot

AUGUST 30, 2024

It follows the customer journey from initial awareness to post-purchase loyalty. A customer journey map, therefore, considers a customer's different touchpoints with the brand (including marketing channels, customer support processes, and sales interactions). A sample user persona for a product growth tool.

User Experience 104

User Experience Underperforming Technical Team Interviewing Onboarding 104

Intercom, Inc.

OCTOBER 1, 2020

Balance is a key element to navigating a roadmap – between customer-facing and internal, creativity and productivity, between different functions. Getting this right allows your teams to work in lockstep together. But then we brought in four teams – four product managers, four designers, et cetera.

VP of Engineering 165

VP of Engineering Sales Hiring Underperforming Technical Team Engineering 165

Intercom, Inc.

OCTOBER 1, 2020

Balance is a key element to navigating a roadmap – between customer-facing and internal, creativity and productivity, between different functions. Getting this right allows your teams to work in lockstep together. But then we brought in four teams – four product managers, four designers, et cetera.

VP of Engineering 165

VP of Engineering Sales Hiring Underperforming Technical Team Engineering 165

Baremetrics

NOVEMBER 9, 2021

Develop a Full Marketing Strategy 2. These types of customers are also usually price-inelastic and need tools within a specific budget. High churn is understandable for newer startups, but it does indicate that a tool may be a poor market fit, have limited demand, or struggle to compete against similar products.

SaaS Payments 105

SaaS Payments Technical Review Development Team Review Software Review 105

User Pilot

AUGUST 14, 2024

According to the 2024 State of CX Personalization Report by Medallia, customers who go through very personalized experiences rate their overall satisfaction as 9.4 By developing a customer segmentation strategy, you can build the right segments, analyze their behavior, and set tactics to reach them through tailor-made initiatives.

Strategy 104

Strategy Software Underperforming Technical Team Market Segmentation 104

Intercom, Inc.

JULY 5, 2018

Previously, however, he ran sales productivity for teams at Google, Salesforce and Box. His time a the latter culminated in the title of Chief Storyteller, where he rewrote the script for how Box sales team talked to and about their customers. Today, Doug is a Growth Partner at Emergence Capital. It was so fun.

Sales Hiring 163

Sales Hiring Technical Review Development Team Review Scale 163

User Pilot

MARCH 30, 2025

Many product teams know this feeling: mobile user retention is dropping, even after big updates and splashy feature releases. Complex onboarding: 74% of users abandon an app after a poor onboarding experience. Poor UX: If your app is difficult to navigate or lacks a clear layout, users wont hesitate to abandon it.

Payment Solutions 52

Payment Solutions Retention Payment Methods Strategy 52