We are all competing in the End User Era now. Investor Blake Bartlett coined the term “End User Era” to capture an important shift that is happening on an organizational level across industries: “Today, software just shows up in the workplace unannounced. End users are finding products on their own and telling their bosses which […]
Marketing & CX
Wootric-Freshdesk Integration Helps Improve Customer Support
We are excited to announce a new integration with Freshworks that enables cloud-based businesses to optimize the customer support touchpoint, a crucial moment in every customer journey. The integration is now available on the Freshworks Marketplace. The integration between Wootric and Freshworks’ omnichannel helpdesk, Freshdesk, enables businesses to immediately trigger a personalized Wootric microsurvey upon […]
Customer Experience in the Era of Product-Led Growth
Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. There was a time when executives were the gatekeepers who decided which B2B software products their companies […]
10 Things Every SaaS Business Should Know About Net Promoter Score
So you’ve been reading up on Net Promoter Score. Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. You’ve seen a few case studies claiming it’s the only number you need to measure.
What Customer Success means now, during the COVID-19 pandemic
Three years ago, I wrote a post on “How to start a customer success program from scratch” and outlined all the reasons to do so: The ROI from increased referrals, cross-sells and upsells The potential for a customer success program to become a “growth engine” The sheer impact of returning revenue and customer lifetime value […]
How to Use Slack & Microsoft Teams to Gauge #WFH Employee Experience
Working from home is a big, sudden adjustment for your employees. Your people are figuring out how to get their jobs done while managing childcare and sourcing toilet paper. They are learning how to use new technology platforms like Zoom–communication tools that remote workers have been using for years. And it’s a lot. Business leaders […]
Understand how your team is doing with free employee pulse resources from Wootric
RESPONDING TO COVID-19 Everything has changed. How are your people doing? Understanding how your employees are feeling right now has never been more important, nor more difficult. Let us help. Wootric is offering free employee pulse tools to help you stay connected to your teams. The program includes access to our CXInsight text analytics platform […]
How to Retain Customers in a Time of Crisis: A CX To-Do List for SaaS Companies
Financial markets are sliding, a pandemic is spreading around the world, and every company is scrambling to respond to quickly changing circumstances. Planned investments that were intended to drive growth — like hiring, media spend and software purchases — are being reevaluated as business leaders are forced to triage what they need to do to […]
Dear CEO: Who is the “Chosen One” who will spearhead your customer-first initiative?
A scrappy band of freedom fighters attempts the impossible, and their hopes and dreams rest in the hands of a “Chosen One.” Sound familiar? Whether it’s Neo (from The Matrix), Katniss (from Hunger Games), William Wallace (from Braveheart), or T’Challa (from Black Panther), you know the story well. And even though you’re not taking on […]
Improving Customer Experience is Faster, Easier with the Wootric-Segment Integration
No industry is exempt from the need to deliver superior customer experience, and none more so than the highly competitive technology sector. Improving customer experience requires listening to customers and incorporating their data and their feedback into your CX strategy. Data-driven decisions are key to success–and that’s a challenge. Easily combine customer feedback with other […]
