User Pilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. Why does retention management take so much time and effort? What We’ll Cover In Our Customer Retention Guide.

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

ProfitWell

NOVEMBER 1, 2019

But after working with hundreds of SaaS companies, I've realized that the same advice applies for your retention rate as well. But just like avoiding the yeti is way more fun than restarting the game, boosting your retention is more fun—and way more valuable—than acquiring more customers. Align team incentives around retention.

Retention 56

Retention Strategy Underperforming Technical Team SaaS 56

Chart Mogul

MAY 30, 2019

Ingmar, our VP of Customer Success, and our support team cracked the code on first response time and measuring NPS. As we grow, we’re able to spend more time developing the proactive tiers of the pyramid without de-prioritizing a strong foundation of fast, helpful ticket replies and features that delight.

Underperforming Technical Team 78

Underperforming Technical Team Development Strategy Management 78

User Pilot

OCTOBER 10, 2022

In this article, we’ll cover the key metrics you need to develop an informed feature adoption strategy and discuss how you can improve them. Feature adoption allows you to separate the successful features from the underperforming ones. Uncover weak spots and improve feature adoption. We’ve got you covered! Time to adopt.

Metrics 97

Metrics Strategy Underperforming Technical Team Onboarding 97

User Pilot

APRIL 2, 2020

That’s why it’s essential that you educate them in some way. You could even have your CS team manually teach every new user how to use your product. You could even have your CS team manually teach every new user how to use your product. In-app tutorials develop relationships.

Education 76

Education Underperforming Technical Team Social Media Onboarding 76

Intercom, Inc.

OCTOBER 26, 2018

Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

User Pilot

JANUARY 29, 2023

They drive up customer loyalty and retention, turning customers into avid brand ambassadors. It improves loyalty, reduces churn, and improves customer retention. Loom and Tolstoy educate new customers on how to use their product with in-app video tutorials. What do good product experience examples have in common?

Business 98

Business Social Media Underperforming Technical Team Onboarding 98

Sales Hacker

DECEMBER 1, 2022

I’ve been an SDR , an SDR director, and now run a sales team at a startup. This ultimately leads to increased achievement of common KPIs that sales development teams are measured by such as new opportunities created, account touchpoints and calls. Educate SDRs about when and why an account should be returned.

Technical Review 77

Technical Review Underperforming Technical Team Outsourced Development Education 77

User Pilot

MAY 18, 2023

Goals: The goal of UX is to optimize the in-app experience and help users complete tasks easily, while the goal of CX is to create great experiences throughout the customer journey to nurture loyalty and increase customer retention. It’s important to conduct multiple usability tests for different phases of your product development cycle.

User Experience 98

User Experience Underperforming Technical Team Customer Lifetime Value Retention 98

Casey Accidental

JANUARY 2, 2018

I receive a lot of questions about growth teams. Who does this team report to? When do I start a growth team for my business? The best way to get that data for most businesses is to measure retention. Once you have a key metric and a designated frequency, you can graph a retention curve or a cohort curve.

Underperforming Technical Team 111

Underperforming Technical Team Scale Retention Engineering 111

User Pilot

JULY 27, 2023

They also manage finances and supervise one or more engineering teams. Product Marketing Manager: This person is tasked with developing product marketing campaigns , crafting compelling marketing messages, and coming up with ideas to retain customers. They also manage finances and supervise one or more engineering teams.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Make your insights actionable for your team by consolidating them into an easy-to-digest scorecard.

Underperforming Technical Team 94

Underperforming Technical Team Payment Services Payment Methods Scale 94

User Pilot

JANUARY 8, 2024

Host product webinars to reach your target audience Develop webinar content that educates your audience on industry trends, common challenges, and how your product addresses these issues. For instance, use educational blog posts for awareness, case studies for consideration, and product demos for decision-making.

Acquisition 105

Acquisition Strategy Social Media Underperforming Technical Team 105

FastSpring

JANUARY 26, 2024

But the support team are responsible for first response times, for things like NPS, whereas what we’re responsible for is, ultimately, outcomes.” Product teams can better improve and develop products when customer success has helped identify what customers need. I had poison ivy really bad.

Customer Success 136

Customer Success VP of Engineering Payments Payment Methods 136

Neil Patel

APRIL 20, 2021

Education is the key to success in business but I’m not just talking about your college or university; I’m talking about self-education. Increase Customer Retention. This will happen when your business develops a duplicatable system for driving in new business. Self-education opens the door to success.

Outsourcing Services 119

Outsourcing Services Business Underperforming Technical Team Outsourced Development 119

Chart Mogul

JULY 15, 2021

As teams grow, it gets harder to rally around key goals. We both noticed a similar pattern: alignment on key metrics breaks as headcount grows: More teams means more silos in processes and tools used to follow metrics. Metrics get more complex and their definition shifts, which require ongoing education. Repetition is key.

Underperforming Technical Team 52

Underperforming Technical Team Revenue Scale Communication 52

Chart Mogul

JULY 15, 2021

As teams grow, it gets harder to rally around key goals. We both noticed a similar pattern: alignment on key metrics breaks as headcount grows: More teams means more silos in processes and tools used to follow metrics. Metrics get more complex and their definition shifts, which require ongoing education. Repetition is key.

Underperforming Technical Team 52

Underperforming Technical Team Revenue Scale Communication 52

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Gauge the effectiveness of your customer education touchpoints . Develop training modules to address weak points, as well as fix software bugs.

Data 118

Data Underperforming Technical Team Software Review Technical Review 118

ChurnZero

MAY 4, 2023

Further, two-thirds of companies (66%) with an online community say it has a positive “impact on customer retention.” As the customer enablement team lead, I oversaw this initiative alongside our community manager, Branden Maue. We strive to “collaborate, educate and elevate” the community to advance the profession of Customer Success.

Development Team Review 98

Development Team Review Technical Review SaaS Scale 98

Intercom, Inc.

APRIL 5, 2018

For Duolingo, the world’s most downloaded education app, growth is fundamentally about retention. As VP of Marketing and Growth at Duolingo through 2017, improving retention was the top priority of Gina Gotthilf. What metrics were you monitoring most closely when it came to retention?

Underperforming Technical Team 223

Underperforming Technical Team Retention Metrics Engineering 223

User Pilot

JANUARY 8, 2021

Before we get into what is considered a good NPS score, we have some good news and some bad news. While others like education will score on average around 70. What Is Considered Good NPS Score, and What Is a Bad NPS Score? The metric was developed by Bain and Company in 2003 and has since been adopted by millions of businesses.

Underperforming Technical Team 93

Underperforming Technical Team Benchmarks Onboarding SaaS 93

ChurnZero

APRIL 1, 2022

How to help teams with imposter syndrome as a leader. I’ve led major changes to improve things for our customers before, and I will work to earn the trust of this team.’”. How to help teams with imposter syndrome as a leader. Acknowledge not only mistakes, but also wins and opportunities to develop.

Customer Success 98

Customer Success Underperforming Technical Team Leadership Strategy 98

Chaotic Flow

AUGUST 18, 2015

SaaS businesses develop intimate, long term relationships with their SaaS customers. Deals are closed by an aggressive quota-carrying sales team: the hunters, and then handed over to a more service oriented group of account managers and customer success reps for on-boarding, renewals and up-sell: the farmers. Onboard in Real Time.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

Sales Hacker

SEPTEMBER 24, 2022

There’s sales pipeline , a 7-stage journey describing what your sales team must do to convert a lead to a customer. For your team, the goal is to share more information about your products without appearing overly promotional. For your team, this step is about making your prospects realize they need your products or service.

Sales Funnel 118

Sales Funnel Outsourcing Services Underperforming Technical Team Social Media 118

User Pilot

FEBRUARY 3, 2023

From marketing campaigns to onboarding programs, catering your product experiences to your customers improves satisfaction and retention rates. Gather insights about your customers from internal teams. Reduce churn and increase customer retention Customers churn because products don’t fulfill their expectations.

Software Review 98

Software Review Social Media Underperforming Technical Team Interviewing 98

User Pilot

JANUARY 30, 2023

Offering educational webinars showcasing the value of your product, like Userpilot. The product adoption curve is a concept created by Everett Rogers back in 1962 and further developed by Geoffrey Moore in 2014. They're important for software development to get early feedback, but they usually don't stick around.

Technical Review 98

Technical Review Software Review Underperforming Technical Team Education 98

Valuize Consulting

DECEMBER 7, 2021

Stephen is a Customer Success Executive in the SaaS industry, specializing in customer renewals and relationships, with 20+ years of organizational development experience. When it comes to budget, organizations often haven’t established where the investment is coming from to fund the CS team. leverage Training & Development.

VP of Engineering 98

VP of Engineering Customer Success Sales Hiring Interviewing 98

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Gauge the effectiveness of your customer education touchpoints . Develop training modules to address weak points, as well as fix software bugs.

Data 84

Data Underperforming Technical Team Education Software Review 84

Sales Hacker

NOVEMBER 24, 2020

Team selling and why it’s making a comeback [7:43]. Who influenced Trish in her career development [31:34]. She’s going to be talking to us about team selling and how the concept of combined quotas with senior and junior account executives, converging on one territory, is coming back. Show Introduction [00:04].

Underperforming Technical Team 80

Underperforming Technical Team Scale Outsourcing Services Sales Hiring 80

ChurnZero

NOVEMBER 18, 2022

And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential. According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. Part of it is that we’re always talking about Customer Success education, awareness, and advocacy.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

User Pilot

JUNE 20, 2022

Running A/B tests and making data-driven decisions is essential if you are passionate about enhancing your customer experience, boosting retention, and increasing revenue. In this article, we’ll explain what A/B testing is, why it matters for product managers, and how product teams should plan and run a test. Resource centers.

Management 52

Management Software Review Underperforming Technical Team Onboarding 52

Totango

MAY 21, 2019

This may mean they need further education or support. Give them support by ensuring customer success teams are only a message or phone call away. If customers have complaints that your team is not responding to, you could be alienating them and missing an opportunity to strengthen the customer relationship.

Churn 85

Churn Underperforming Technical Team Systems Review Onboarding 85

User Pilot

JUNE 20, 2023

So, in addition to improving your customer retention rates, these customers help grow your customer base and drive revenue growth. Ultimately, your choice of testing method will depend on your goals, product development stage, and more. However, most UX designers will tell you that empty states are an example of poor UX.

Payment Methods 98

Payment Methods SaaS Payments Strategy Payment Services 98

User Pilot

APRIL 29, 2022

A SaaS company needs to hire a client onboarding specialist because they drive customer adoption and retention from the very steps of the user journey. Set the following key responsibilities for the customer onboarding team: help customers complete a successful implementation of your product and. Drive product adoption.

Onboarding 98

Onboarding Underperforming Technical Team Interviewing Benchmarks 98

Totango

AUGUST 27, 2019

Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). . The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention. Are customers reporting poor experiences?

Customer Lifetime Value 61

Customer Lifetime Value Underperforming Technical Team Acquisition Education 61

User Pilot

JANUARY 15, 2024

Develop a brand voice that resonates with users. Get the demo to see how our team can help! It uses educational content to fill the page while giving new users a demo and an onboarding checklist , all in one place. Effective UX writing can improve retention. What is UX writing? Notion is a nice example of this.

AI 104

AI User Experience Underperforming Technical Team Sales Funnel 104

Natalia Luneva

JANUARY 13, 2021

Tracking your customer retention and churn metrics help you understand your growth opportunities. Just look at these stats: Increasing customer retention rate only by 5% can increase your profits by 25-95 %. Moreover, the same company might have to bring multiple changes at once to actually increase retention.

SaaS Payments 105

SaaS Payments Payment Methods Churn Payment Services 105