Marketing a SaaS (software as a service) company presents some unique challenges. Since you’re providing a service over time (ideally a long period) and likely operating on annual or monthly contracts, customer retention is more important (and often more difficult) that it is for other businesses. For a SaaS marketing strategy to work, you can’t […]
How SaaS Companies Hire & Scale Customer Success: Perspectives from Leaders at JobScience & brightwheel
Great news! Your company is growing fast. If you are responsible for scaling the Customer Success team though, it can be daunting. You need more CSMs to support all of the new customers your Sales team is bringing in the door. How do you recruit? Who do you hire? How can you ensure new hires […]
Women in Tech 2017: Perspectives from a Female CEO
In honor of Women’s Equality Day in the U.S., Wootric CEO Deepa Subramanian took time to answer questions about being a woman in tech leadership. Deepa cofounded Wootric with Chief Customer Officer Jessica Pfeifer in 2013. Women’s Equality Day commemorates the August 26, 1920 adoption of the Nineteenth Amendment to the U.S. Constitution which gave women the […]
Integrate Wootric with any database using Xplenty
Wootric data gives you valuable, actionable information about customer experience and the success of your business efforts. And, to make the most of CX metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES), you will want to integrate Wootric with all of your other business data. However, this is often […]
How to Get More from Your Net Promoter Score Program
This post is a collaboration with our partner Amity, a powerful customer success software platform. NPS is a simple one-question survey in which you ask your customer, “How likely are you to recommend our product to friends or colleagues?” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s […]
Hot Topics in Customer Success (with Hot Sauce!) – A New Video Series from Wootric
CLICK TO ACCESS THE FIRST VIDEO NOW! Today Wootric launches a video series designed to tap the wisdom of Customer Success leaders and make it available to the broader Customer Success community. Customer Success is a new and rapidly growing function popularized by the software as service (SaaS) sector. Businesses that place a premium on […]
Why SaaS Companies Need Net Promoter Score Feedback from End Users
If you are like most B2B SaaS company leaders, you send your buyers an Net Promoter Score survey out to gauge loyalty and solicit feedback. If you are focused on retention, you need to know the answer to the NPS question: How likely are you to recommend my product or service? However, you may be […]
Two Big CX Trends: Why You Need Text & Sentiment Analysis of Survey Responses
Wootric’s text analytics platform analyzes survey responses using Natural Language Processing (NLP.) Learn More The challenge of open-ended feedback Qualitative feedback in survey responses: Marketing, Product, Customer Insights, and Customer Success teams love it! There is nothing quite like hearing authentic, open-ended comments about your product or service directly from customers in their own words. Nothing […]
Wootric & Google Cloud: Using Natural Language Processing (NLP) to Analyze Qualitative Feedback
Wootric has begun to leverage the Google Cloud Platform (GCP) to solve the challenge of qualitative feedback analysis for our customers. Wootric utilizes the Google Cloud Natural Language API to complement its own machine learning to analyze qualitative feedback our customers receive. The goal is to use text and sentiment analysis to surface and aggregate […]
Customer Health Score: Advice from Three Customer Success Experts
Customer success teams measure and track many key metrics. From SaaS platform usage to NPS, they are always analyzing data to maintain a pulse of customer health and happiness. Many of these stats will also go into an overall account metric known as Customer Health Score. Wootric recently hosted the San Francisco Customer Success Meetup […]
