SaaStr

FEBRUARY 6, 2023

They have close to 8,000 customers globally, spanning large enterprise companies like Adobe, Heineken, and Netflix to smaller early-stage companies like Carta, Loom, and Notion. “The best disruptors identify touchpoints and micro-interactions that create friction for users to create seamless experiences.” billion dollars.

Travel 167

Travel Scale Management Marketplace as a Service 167

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure.

Revenue 102

Revenue Operational efficiency. Scale Customer Success 102

User Pilot

NOVEMBER 14, 2023

Omnichannel analytics enable teams to get a 360 view of user behavior at different touchpoints of the customer journey. TL;DR Omnichannel analytics is the process of collecting, integrating, and analyzing data from various channels and touchpoints , like landing pages or mobile apps. That’s what this article explores.

SaaS 102

SaaS Social Media Data Onboarding 102

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Scale Systems Review Software Review 103

User Pilot

DECEMBER 7, 2023

Customer experience management vs customer relationship management? Both are important for affecting your customers, but what exactly are they, and how do they differ? TL;DR CEM focuses on the entire user journey with a brand, addressing needs and expectations at all touchpoints.

Management 100

Management Systems Review Software Review Technical Review 100

Payrix

MARCH 27, 2024

Payment transaction types and touchpoints are becoming more accessible and diverse. Let’s see what incorporating omnichannel payments into your strategy can do for your subscribers, their customers, and you. Merchants can deliver a consistent, frictionless experience and drive retention by giving customers one more reason to return.

Payments 130

Payments Merchant Services Payment Methods Payment Solutions 130

Intercom, Inc.

JULY 12, 2022

Omnichannel support is a customer service approach that offers customers seamless support across multiple distinct channels. . Omnichannel support is intentionally integrated, retaining important customer data and ensuring a consistent customer experience across various channels and touchpoints. .

Social Media 118

Social Media Churn Communication Branding 118

User Pilot

MARCH 21, 2024

How do you even know if you have no clue what your ideal customer looks like? That’s why you need a customer profile template. Read on to find out the different types that make a customer profile, how you can create a customer profile template in 5 steps, and some customer profile examples.

Sales Recruiting 104

Sales Recruiting Underperforming Technical Team Interviewing Social Media 104

SaaStr

FEBRUARY 17, 2022

When marketing teams spend the bulk of their time completing manual tasks, data gets siloed, workflows break down, and leaders do not have the visibility they need to make customer-focused decisions. Use a customer-centered focus to shape your approach. . In the digital age, customers have a multitude of touchpoints with brands.

Engineering 214

Engineering Scaling Marketing Acquisition 214

User Pilot

SEPTEMBER 7, 2023

Interested in building a B2B customer journey map? It also helps align your teams by ensuring everyone is on the same page regarding customer interactions. In this article, we’ll cover B2B customer journey stages, how to build a B2B customer journey map, and the right tools to use. What is a customer journey map?

B2B 103

B2B SaaS User Experience Retention 103

User Pilot

FEBRUARY 27, 2024

TL;DR Funnel analytics describes the process of analyzing how customers progress from one stage of the journey to another. Marketing teams can use funnel analysis to find friction points in the customer journey that stop users from signing up for the product, activating , and becoming paid customers. Book the demo to learn more!

Marketing 94

Marketing Trends Metrics Forecasting 94

User Pilot

MARCH 14, 2024

TL;DR When trying to understand how users navigate before they activate, first identify the points where new customers start their journey , like the landing page. Focus on key user actions at main touchpoints , the associated feelings, thoughts, opportunities, and challenges. Customer thoughts and feelings at each stage.

Onboarding 101

Onboarding Social Media User Experience Engagement 101

User Pilot

SEPTEMBER 4, 2023

In today's PLG-driven world, SaaS companies must deliver seamless customer experiences to survive and thrive. Customer journey optimization has emerged as a strategic imperative for companies seeking to boost customer satisfaction, retention, and lifetime value. Register here for FREE!

Social Media 92

Social Media Underperforming Technical Team Technical Review Customer Lifetime Value 92

Intercom, Inc.

MARCH 28, 2022

Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue? Third, the lines between sales, marketing, product, and support are blurring.

Scale 228

Scale Engagement Technical Review Business 228

User Pilot

JUNE 8, 2023

How can product and marketing teams leverage customer journey analytics to make data-driven decisions and build delightful customer experiences? TL;DR Customer journey analytics is the process of tracking user interactions at all the touchpoints in their journey. What is customer journey analytics?

Underperforming Technical Team 91

Underperforming Technical Team Customer Lifetime Value SaaS Software Review 91

SmartKarrot

JANUARY 6, 2021

More than 40 percent of customers choose to stick with a brand only if it offers them the best customer experience. Excellent customer experience is necessary as that makes customers trust and know the brand. Customer success needs continuity- it does not happen overnight.

Technical Review 10

Technical Review Customer Success Technology Management 10

User Pilot

SEPTEMBER 29, 2023

How do you conduct it to optimize the customer journey, and which analytics tools can you use? The technique allows you to make informed decisions to optimize product experience and improve customer success rates. Teams can use it to design personalized customer experiences for users at different stages of the journey.

Sales Funnel 101

Sales Funnel Onboarding Churn Retention 101

SmartKarrot

JUNE 30, 2020

To achieve product success, you will need to establish, create, and monitor customer touchpoints. The success of your customers becomes your product’s success. By implementing customer touchpoint management, you improve the relationships your company has with its customers, which leads to higher loyalty and advocacy. .

Management 10

Management Social Media Branding Engagement 10

User Pilot

JANUARY 9, 2024

You could do an SEQ after market research , to understand friction points , at vital touchpoints in the journey to understand satisfaction, and after feature launch to understand perceived usability. Some examples of distinct touchpoints you might want to target: Completing the onboarding process. Launch SEQs after key touchpoints.

Market Research 103

Market Research User Experience Scaling Metrics 103

SaaStr

APRIL 27, 2023

One key is to keep adding value during each touchpoint. Understanding the Customer’s Timeline for Roll Out / Deployment, and Backing The Purchase Into It. Knowing The Competition Cold. The better you know the competition’s products, the better you can clearly show a prospect where you win. Getting on a Jet.

Sales Hiring 226

Sales Hiring Sales Revenue SaaS 226

User Pilot

JANUARY 22, 2024

For your product marketing strategy, however, you’ll need to align your sales and marketing teams, create a value-based pricing strategy , collect and apply customer feedback , and map out the customer journey. This means collecting feedback data to measure customer satisfaction. A good growth strategy is also data-driven.

Product Marketing 101

Product Marketing Marketing Social Media Scale 101

User Pilot

AUGUST 2, 2023

A customer engagement strategy can be the difference between positive and negative growth for your SaaS. TL;DR A customer engagement strategy is a comprehensive plan by SaaS companies to interact with customers and build long-lasting relationships. Identify customer touchpoints and map the customer journey.

Engagement 90

Engagement Strategy SaaS Customer Lifetime Value 90

User Pilot

NOVEMBER 7, 2023

In SaaS, acquiring customers through marketing is not enough for sustainable growth. That’s why customer engagement marketing is an essential pillar, as it provides the building blocks for making customers stay, engage , and eventually become loyal advocates for your product.

Engagement 98

Engagement Strategy Marketing SaaS 98

User Pilot

MARCH 29, 2024

Looking for practical customer journey analytics examples to inspire your own strategy? This guide discusses how customer journey analytics can help you understand customer interactions with your business. Create customer journey maps to outline the challenges and expectations of your customers. Book a demo !

Customer Lifetime Value 90

Customer Lifetime Value Software Review User Experience Trends 90

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. What is the customer effort score (CES)?

Onboarding 85

Onboarding Scaling Customer Support Branding 85

User Pilot

APRIL 15, 2024

In this article, we look at how you can use AI to gain in-depth customer insights and how to leverage them to improve the product. We also share a few tools that can help you harness the power of AI to offer a better customer experience. Why is AI for customer insights important? Let’s dive right in.

AI Search 105

AI Search AI Artificial Intelligence Machine Learning 105

User Pilot

MARCH 6, 2024

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. Product funnel is a wider concept, focusing on the whole customer journey, while marketing and sales funnels concentrate on its early stages.

Social Media 95

Social Media Sales Funnel Acquisition Retention 95

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 87

Strategy SaaS AI Search Customer Support 87

User Pilot

JANUARY 28, 2024

This article guides you through important surveys to implement across the customer journey. Among other benefits, they help you: Collect customer feedback with minimal effort : Imagine a quick, bite-sized snack instead of a full-course meal. Micro surveys are like that for customers.

Scale 85

Scale Market Research Software Review Churn 85

User Pilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? While it’s important to acquire new customers for growth, retaining existing customers is imperative to ensure long-term success. So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates.

Acquisition 93

Acquisition Retention Customer Lifetime Value User Experience 93

User Pilot

AUGUST 23, 2023

Without good customer experience design, you may as well give up before you even start. No customer wants to experience a clumpy product or service that feels like it’s being held together with chewing gum. CX design focuses on all interactions on the whole customer journey. What is customer experience design?

Strategy 87

Strategy Software Review User Experience Technical Review 87

SmartKarrot

JUNE 30, 2020

This has led to both individuals and organizations becoming customers of SaaS companies. The demand for SaaS applications just keeps on growing, making the measuring of customer journey touchpoints more important than ever. . To measure customer journey touchpoints, you should be involved in mapping the customer journey. .

Social Media 10

Social Media SaaS Branding Engagement 10

User Pilot

MARCH 26, 2023

Conversion funnel analysis tracks a customer’s journey from the initial point of contact to the final conversion point. TL;DR A conversion funnel is a journey that users take from initial awareness to converting into paying customers. Setting up custom conversion events to track the customer experience and progress.

Underperforming Technical Team 97

Underperforming Technical Team User Experience Customer Lifetime Value Retention 97

User Pilot

JULY 5, 2023

Wondering how to improve customer satisfaction scores and foster long-term success for your SaaS business? Customer satisfaction has become critical for any SaaS business as customers have increasingly competitive options. A good customer satisfaction level ensures great product engagement to retain customers longer.

SaaS Payments 98

SaaS Payments Payment Solutions Payment Services Payment Methods 98

User Pilot

SEPTEMBER 7, 2023

Customer analytics is the cornerstone for making informed decisions, enhancing the user experience, and, ultimately, fostering growth. It’s crucial to stay updated with the latest trends in customer analytics to better understand customers and make the most out of collected data! Why should you analyze customer data?

Artificial Intelligence 99

Artificial Intelligence Trends Technical Advisors Machine Learning 99

User Pilot

FEBRUARY 6, 2023

Can a user engagement funnel help you grow a loyal customer base and retain more active customers ? TL;DR User engagement refers to all the interactions between your business and its customers and potential customers. An engagement funnel is customer-focused. Engaged customers drive up your conversion rate.

Engagement 96

Engagement SaaS Sales Funnel Onboarding 96

User Pilot

FEBRUARY 14, 2024

For Userpilot customers, it doesn’t matter anymore. Let’s see how product teams can leverage it to build better products and deliver excellent customer experience. It enables teams to manage leads and automate customer service and marketing campaigns. Are you a Salesforce or HubSpot user? Salesforce is a CRM system.

AI 98

AI Engagement User Experience SaaS 98