Totango

JULY 28, 2021

Assisting with customer onboarding. Encouraging subscription renewal. While the conventional approach has been to assign one customer success manager per customer account, digital customer success platforms now make it possible for teams to administer success at scale by leveraging automation to deliver one-to-many success management.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

User Pilot

MARCH 7, 2024

AI writing assistants help teams make their microcopies concise but informative and engaging. Your ability to engage users is evidence that you understand both your user preferences , needs, and pain points and the weak spots of your product experience. Consequently, it leads to higher user satisfaction, retention, and loyalty.

Engagement 105

Engagement Metrics Underperforming Technical Team Scale 105

User Pilot

AUGUST 14, 2023

Analyzing user sentiment is an essential step for all product developers and marketers to take. Whenever survey respondents fail to answer honestly, the most likely outcome is that you'll need to repeat the online survey in order to collect more accurate feedback the next time around — costing you more time, money, and team resources.

Underperforming Technical Team 93

Underperforming Technical Team Scale Technical Review Systems Review 93

User Pilot

FEBRUARY 26, 2023

Startups use these surveys in the early stages of product development to measure the degree to which a product satisfies market demand. Add a picture of your team member to humanize it! In other words – NPS surveys enable you to identify and close the loop with dissatisfied customers , turning poor experiences into great ones.

Retention 98

Retention Scale Underperforming Technical Team Churn 98

Incredo

NOVEMBER 21, 2019

In its turn, SaaS company is responsible for optimizing conversions and successful onboarding so the visitor becomes a paying customer. Process is simple but would we write about it if everything was that easy? In our case, we needed to invest a lot in product development. But most SaaS startups don’t realize that.

SaaS Payments 139

SaaS Payments Payment Methods Merchant Services Sales Recruiting 139

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. Poor handoff practices also have a much broader impact than just making a few customers unhappy — they dramatically affect retention and your company’s bottom line.

Underperforming Technical Team 80

Underperforming Technical Team Customer Success Outsourced Development Sales 80

Intercom, Inc.

NOVEMBER 11, 2021

For Samuel Hulick , a UX consultant and one of the biggest authorities out there on user onboarding, that means thinking less about the product itself and more about how to get users the results they’re after. We had them on the podcast way back in 2016, and they’ve even been a guest contributor to our book Intercom on Onboarding.

Onboarding 254

Onboarding Sales Hiring Sales Recruiting Underperforming Technical Team 254

User Pilot

FEBRUARY 20, 2023

Product analytics tools empower teams to make informed decisions on how to add more value and offer a better user experience. Its key objective is to develop a deeper understanding of who your users are, and how they interact with the product. Pendo allows you to collect retention data and present it in a very accessible way.

Software Review 98

Software Review Systems Review Underperforming Technical Team Mobile 98

SaaStr

NOVEMBER 2, 2019

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. First, what is continuous customer development? Does one have to move to enterprise? Does one have to expand the product line to retain customers?

Scale 127

Scale SaaS Payments Sales Recruiting Payment Services 127

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 92

Sales Hiring Customer Success Sales Recruiting Technical Review 92

User Pilot

DECEMBER 18, 2020

The bad news is: there is no ‘one-size-fits-all’, cookie-cutter method. Or maybe they got the initial value, but have not progressed beyond the ‘basics’ They may be open to switching over to a competitor or are considering canceling their subscription. Source: imgflip.

Engagement 98

Engagement Strategy Underperforming Technical Team Social Media 98

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Do you need to improve team communication? The Role of Onboarding.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

SaaSOptics

MAY 19, 2022

For subscription-based SaaS businesses, your customer acquisition metrics indicate how effectively you acquire new users via sales, marketing, or a product-led approach like a free trial. Below, we’ll dive into how to develop a customer acquisition strategy from start to finish. . How to Develop a Customer Acquisition Strategy.

Acquisition 59

Acquisition Scale Strategy Software Review 59

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. Poor handoff practices also have a much broader impact than just making a few customers unhappy — they dramatically affect retention and your company’s bottom line.

Underperforming Technical Team 52

Underperforming Technical Team Customer Success Outsourced Development Sales 52

Intercom, Inc.

NOVEMBER 7, 2019

So they created a software that provides control, visibility, and payment methods for corporate finance teams. Instead, focus on fostering a culture of communication and feedback loops between the team. He really fosters innovation and humility as a team player – aspects that were important to me.

Scale 162

Scale Payment Methods Payment Solutions Marketing 162

User Pilot

JULY 22, 2023

Find trends by collecting quantitative and qualitative data, through heatmaps , feature tags, surveys , and talking to support teams. These interactions can include activities like engaging with the onboarding checklist , clicking on different elements, hovering over specific features, and canceling a subscription.

Customer Lifetime Value 98

Customer Lifetime Value Software Review Underperforming Technical Team Trends 98

User Pilot

APRIL 18, 2023

As a result, you can develop well-informed strategies to improve customer satisfaction. Dichotomy questions are usually presented in the following format – happy/unhappy, yes/no, agree/disagree, etc. This way, you can identify your strengths and weaknesses from promoters and detractors. How was your onboarding experience?

Underperforming Technical Team 98

Underperforming Technical Team Scaling Onboarding Product Marketing 98

User Pilot

MARCH 18, 2021

But how the marketing team decides to tell your story will determine who it connects with. Take a look at how these companies position themselves: Product Onboarding Tool. vs. A Product Onboarding Tool for Startups. vs. The Product Growth Tool for Product Teams. Which one would you buy from? Eden Bidani. Green Light Copy.

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

Totango

JANUARY 17, 2019

We’ve outlined six focus areas that will help you improve customer engagement and retention : Rapid onboarding. Rapid Onboarding. Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. A rapid onboarding process is your first chance to impress.

SaaS 74

SaaS Marketplace as a Service Underperforming Technical Team Scale 74

ChurnZero

SEPTEMBER 13, 2019

Today is Friday the 13 th and we all know that means – bad luck, right? The team felt it was necessary to wait to fully understand how their data might have been affected by the outage, which again delayed the deployment process. They not only want to renew but what to expand on their subscription with you.

Churn 40

Churn Underperforming Technical Team Systems Review Software Review 40

ChurnZero

OCTOBER 4, 2019

Her department is responsible for onboarding, support, services, and retention of Bloomfire’s customers. Sam has over 16 years of experience in consulting, product management, and leading customer success teams. Bloomfire allows teams to improve productivity and customer centricity by creating a self-service knowledge base.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

User Pilot

APRIL 9, 2020

So it’s safe to say that microsurveys are an integral part of the product development cycle. This helps the Product team understand the context behind the feature request. This way your Product team can allocate resources accordingly. In this case, you could use a microsurvey to present users with a poll.

Underperforming Technical Team 98

Underperforming Technical Team Churn Scale Onboarding 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.”. The current state of Customer Support.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

All that Saas

JUNE 22, 2021

It doesn’t matter what the size of the team is, they can do it all, plan projects, conduct meeting, and multi-task. Teams need to collaborate for ideas, execute projects, and increase knowledge to cultivate stellar work. This is why teams and organizations prefer Ayoa because it takes online collaborative whiteboards to a new level.

Software Review 52

Software Review Technical Review Systems Review Payment Methods 52

ChurnZero

FEBRUARY 14, 2020

With fierce competitors vying for your customers’ hand in subscription, you need to show them you care—and not just about their income ( goal diggers wanted). Catching a customer by surprise with a kind act spurs an affinity that can transcend poor experiences and preconceived notions. This is important.” User-Generated Content.

Underperforming Technical Team 64

Underperforming Technical Team Software Review Technical Review Systems Review 64

Neil Patel

OCTOBER 13, 2020

On the dashboard, you’ll be presented with an overview of how you’ve spent your time. It’s a great way to record your invoices, share posts across social media, or get a text notification if an important client emails you. The problem isn’t just in the amount of time an in-house team has to dedicate to the work.

Outsourcing Services 141

Outsourcing Services Outsourced Development Sales Hiring Technical Review 141

SaaStr

MARCH 18, 2019

Formerly a senior leader at Google, Claire Hughes Johnson is now Chief Operating Officer at Stripe, where she’s helped guide the online payments firm through rapid growth. If you would like to find out more about the show and the guests presented, you can follow us on Twitter here: Jason Lemkin. Our team is in Room 111.

Scale 116

Scale Payment Services Payment Methods Sales Hiring 116

Intercom, Inc.

AUGUST 15, 2018

At Reddit, he led a team of 35 – none of whom knew how to manage other engineers. He had to quickly determine which team members displayed a potential for leadership and teach them the fundamentals of management so they could make new hires and scale – without ruining the culture. That project led to my first cross-functional team.

Leadership 141

Leadership Engineering Part-Time VPE CTO Coach 141

ChurnZero

MARCH 20, 2020

Additional research showed that “[M]any of its Customer Success Managers fell short in this area, despite their technical backgrounds because they lacked the recent field experience needed to engage deeply with frontline operations teams.” Morgan advises that “Change agents need to develop a strong voice.” Improve Your Public Speaking.

Technical Advisors 52

Technical Advisors Technical Review Customer Success Software Review 52

SaaStr

AUGUST 9, 2019

What is the right way for startup founders to address sales rep onboarding? Here’s what Eyal and Megan talk about: How to develop software faster. If you would like to find out more about the show and the guests presented, you can follow us on Twitter here: Jason Lemkin. How should this enablement be structured? Kustomer.

SaaS Payments 132

SaaS Payments Cloud Technical Review Scale 132

User Pilot

MARCH 9, 2023

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. Use welcome screens to segment customers and understand their jobs-t0-be-done to personalize their onboarding.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Payments Payment Solutions Payment Services 98

Chart Mogul

SEPTEMBER 15, 2023

Source 16 Startup Metrics by Jeff Jordan, Anu Hariharan, Frank Chen, and Preethi Kasireddy, a16z We have the privilege of meeting with thousands of entrepreneurs every year, and in the course of those discussions are presented with all kinds of numbers, measures, and metrics that illustrate the promise and health of a particular company.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

The Marketing & Growth Hacking Publication

FEBRUARY 21, 2019

Preparing for the future As an app marketer in 2019, the best way to prepare for mounting competition and further technological transformation, is to embrace a curious outlook, a dynamic approach, and an obsession with both professional and performance development. trillion hours by 2021.

Mobile 40

Mobile Marketing Growth Hacking Technical Review 40

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. Bad reviews point out to your weaknesses, helping you better your customer support, product, onboarding, whatever issue they address.

Software Review 37

Software Review Systems Review Software Social Media 37

User Pilot

JANUARY 12, 2024

It helps product managers motivate teams to action, impress stakeholders, and quickly derive actionable insights. A practical example of a funnel chart usage In this example, a funnel chart displays an onboarding or signup process. Onboarding funnel analysis in Userpilot. Analyzing deal pipelines. A linear scatter plot.

Data 105

Data Scale Payment Features Trends 105

Outseta

MARCH 18, 2019

Wes Bush is a SaaS marketer who has quickly developed a reputation as “the free trial vs. freemium guy.” I know that sounds really weird, but just taking someone else's opinion on what you should do is really a bad framework for deciding what you should do. Someone on a development team will say, hey let's start using Slack.

Payment Methods 40

Payment Methods SaaS Payments Payments Payment Solutions 40

SaaStr

NOVEMBER 22, 2019

Before Optimizely, Travis spent 6 years at Salesforce in a number of sales roles including building the first Platform Sales team. What does Travis advise founders when it comes to uniting customer facing teams? * During his time at Optimizely, the company grew from from $7 to >$90M in ARR and from 40 to 400 people. Travis Bryant.

Underperforming Technical Team 158

Underperforming Technical Team SaaS Payments Payment Services Technical Advisors 158