Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Payment Solutions 98

Payment Solutions Payment Methods Retention Software Review 98

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. Customers, too, expect more and will put their money where their values are.

Scale 237

Scale Social Media Customer Support Scaling 237

SaaStr

JANUARY 19, 2023

For startups, a successful business partnership could mean access to new products, the opportunity to reach new markets, or increase customer loyalty. Can your startup fit into an existing programmatic commercial construct, or is there something the company has to work with you to build?

Technical Review 202

Technical Review Startup Scale Software Review 202

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? CRM uses specialized software to manage customer relationships, analyze data, and improve outcomes by personalizing services and expecting customer needs.

Management 101

Management Systems Review Software Review Technical Review 101

User Pilot

JULY 17, 2023

Do you want to learn how to use data analytics to improve customer experience? Many SaaS founders agree that customer insights are a key driver of product growth. After all, analyzing customer data can help you identify areas to improve upon and anticipate customer behaviors. Uncover customer behavior and preferences.

Data 98

Data Customer Lifetime Value Retention Churn 98

Intercom, Inc.

JULY 2, 2020

If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . In her own words , “When you take care of your customers, the revenue comes.”

Outsourcing Services 253

Outsourcing Services Investment Underperforming Technical Team Outsourced Development 253

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Scale 94

Scale Customer Success Engagement Scaling 94

User Pilot

APRIL 26, 2024

Customer success is a core growth driver for any SaaS business. The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Are you wondering how to retain your customers and make them love your product? No worries! Let’s get started!

Customer Success 52

Customer Success Customer Lifetime Value SaaS Churn 52

Intercom, Inc.

DECEMBER 22, 2020

This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success.

Scale 220

Scale Scaling Customer Support Interviewing 220

SaaStr

OCTOBER 16, 2020

Through this you will have amazing labor supply and loyalty, insanely cheap commercial real estate, and a hotbed of B2B companies. They let their competitors spend their own money to build a market that was very evangelical. . #4 When you have less funding you can’t possibly build everything you want to build at that point in time.

Scale 224

Scale Marketing Engineering Leadership 224

User Pilot

SEPTEMBER 5, 2023

With all the best practices out there, improving CX without a customer experience roadmap can get overwhelming. Building a roadmap can help you understand your customer’s point of view, determine the CX tactics you should apply, and prioritize the tasks with greater returns. Design the customer journey map.

Customer Lifetime Value 101

Customer Lifetime Value Benchmarks Onboarding Scale 101

User Pilot

APRIL 25, 2024

The application and balance of open-ended questions in surveys, interviews, and feedback mechanisms foster a culture of open communication, build trust, enhance user engagement, and provide rich qualitative data essential for informed decision-making. help in understanding customer satisfaction and tailoring services to meet their needs.

Scale 52

Scale Underperforming Technical Team SaaS Interviewing 52

User Pilot

MARCH 14, 2023

Customer data segmentation helps businesses create tailored marketing plans around each customer’s needs, leading to better customer retention. For instance, you may segment by customer profile or buyer persona to help you personalize the onboarding experience. Types of data segmentation techniques.

Data 98

Data SaaS Scale Onboarding 98

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 91

Engagement Strategy SaaS Customer Lifetime Value 91

Blulogix

MARCH 20, 2024

However, navigating this phase with finesse requires a deep understanding of customer needs, strategic engagement, and a seamless operational approach. This post outlines comprehensive strategies to enhance renewal rates and solidify long-term customer partnerships.

Payment Features 52

Payment Features B2B Subscription Customer Lifetime Value 52

User Pilot

MAY 5, 2023

Without a clear customer success workflow, your output can easily become chaotic. Since customer success is a relatively new career, CSMs tend to take on tasks from sales, support, and product marketing—which is often more than they can handle.

Customer Success 88

Customer Success SaaS Customer Lifetime Value Churn 88

Intercom, Inc.

DECEMBER 6, 2022

My team is focused on building and aligning various channels of communication between customers and end users to enable faster resolution – mediums like messaging, email, video/voice, and social channels. How does the principle help in the process of design thinking and product building? A simple example?

Artificial Intelligence 129

Artificial Intelligence Machine Learning Onboarding Communication 129

User Pilot

OCTOBER 31, 2023

Taking users through your product or service using an onboarding call is a pretty standard part of the customer onboarding process. Automated, in-app onboarding can also form part of a successful customer onboarding process (if you have the right tool for the job). What is a customer onboarding call?

Onboarding 99

Onboarding Scale Customer Success Scaling 99

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

User Pilot

JUNE 14, 2023

Looking to leverage the product feedback survey template to gather valuable insights from your customers? TL;DR A product feedback survey is a structured tool for gathering customer feedback on products or services. Smiley face customer satisfaction survey to gather user feedback using smiley faces to represent satisfaction levels.

Scale 97

Scale SaaS User Experience Market Research 97

User Pilot

APRIL 19, 2024

From framing your initial question to extracting valuable customer insights, we’ll walk you through the lean market research process step-by-step. The outcome? Sharper marketing messages, savvy product development strategies, and an intimate grasp of both prospective buyers and existing customers’ preferences and needs.

Market Research 52

Market Research Sales Recruiting Marketing Underperforming Technical Team 52

User Pilot

MAY 29, 2023

Customer engagement and customer retention go hand in hand. Having a customer engagement framework in place will make it easier to organize your customer engagement efforts and track their results. There are five customer engagement stages: acquisition, activation, adoption, retention, and revenue/advocacy.

Engagement 88

Engagement Software Review Systems Review Retention 88

How To Buy Saas

MARCH 25, 2024

This powerful tool can assist in optimizing business operations, complying with industry regulations, providing personalized shopping experiences, establishing loyal customers, and more. Implementing SaaS will save you time and money compared to building software from scratch or purchasing a license to use it.

Business 52

Business SaaS Generative AI Transportation 52

User Pilot

AUGUST 5, 2023

NPS (Net Promoter Score) passives are customers who have moderate feedback about your product but are not enthusiastic supporters. Turning the NPS passives into promoters can improve user sentiment , retention rate, and customer loyalty. Segment passive customers and offer them targeted offerings through in-app messages.

Scale 97

Scale Retention User Experience Strategy 97

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Scale 62

Scale Customer Success Engagement Scaling 62

Intercom, Inc.

JULY 8, 2020

But one thing has not: what customers want. As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience. But until recently, businesses have had to settle for “good enough” customer support. Happier customers and a happier support team. The result?

Headcount 203

Headcount Social Media Customer Support Scaling 203

User Pilot

DECEMBER 12, 2023

We also discuss the benefits of UX roadmaps, present different types, and share top tips for building them. By prioritizing the UX team’s effort to address the most acute user problems, a UX roadmap has a significant impact on improving satisfaction and loyalty. For example, your goal may be to improve customer retention.

User Experience 102

User Experience Customer Lifetime Value Metrics Interviewing 102

User Pilot

OCTOBER 15, 2023

TL;DR Growth marketing focuses on enhancing customer lifetime value and retention through continuous experimentation and optimization. In contrast, traditional marketing managers primarily concentrate on classic marketing campaigns for customer acquisition. This article will help answer that exact question. What is growth marketing?

Growth Marketing 104

Growth Marketing Marketing Customer Lifetime Value Scale 104

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same? What is Customer Experience?

Customer Success 98

Customer Success B2C B2B Retention 98

ChurnZero

DECEMBER 21, 2023

Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you. To build on that, you constantly iterate.

Sales Recruiting 52

Sales Recruiting Scale Customer Success Sales 52

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 98

Customer Success Strategy Customer Lifetime Value SaaS 98

User Pilot

FEBRUARY 26, 2023

Looking for some great customer retention survey questions to include in your feedback form? Customer retention surveys are the lens through which you can see how people are feeling about your brand. The goal is to get valuable insights into customers’ needs and use this information to improve retention. Look no further!

Retention 98

Retention Scale Underperforming Technical Team Churn 98

User Pilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. Building a knowledge base to offer customer self-service and empower users with resources for common problems.

Customer Lifetime Value 97

Customer Lifetime Value Customer Support AI Onboarding 97

User Pilot

MARCH 14, 2024

Looking for customer analytics use cases that can significantly improve your SaaS? This article lists key use cases for SaaS and explains how to implement them to unlock customer satisfaction and product growth. We also cover: Customer analytics categories. The three types of customer analytics and their significance.

Customer Lifetime Value 103

Customer Lifetime Value SaaS Underperforming Technical Team Retention 103

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Engagement 96

Engagement Strategy SaaS Scale 96

Totango

JUNE 15, 2022

While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer base. During periods of economic instability, your customer base may be the only growth channel on which you can depend. Treat the Customer Journey as a Product.

Customer Success 95

Customer Success Investment Innovation Acquisition 95

Panintelligence

FEBRUARY 7, 2024

Together with advancements like embedded analytics—it’s poised to build an entirely new offering. Because Causal AI is a step up from traditional correlation-based methods—delivering deeper insights into not just the outcomes but also the 'why' behind them. As we’ve briefly touched on, it tells you the 'why' behind expected outcomes.

AI 52

AI Technical Review SaaS Software Review 52