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 […]
Success
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 […]
Learning from Customer Success Failure: “It was like a Gut-Punch — No Warning”
Some say the mark of success isn’t that you never fail, but how you react when failure occurs. Failure happens, but when handled well, something far more powerful can happen: Customer retention. Jay Nathan, Founder and Managing Director of Customer Imperative, was taken by surprise with his first cancellation: “The first major cancellation I received […]
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 […]
How to Have Successful Meetings with Stakeholders about NPS Results and Voice of Customer Insights
As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge. You may take a customer journey approach to tracking metrics like Net Promoter Score or CSAT, gathering feedback at moments that can make or break customer loyalty. It’s your job to […]
The Guide to Evaluating Customer Experience Management Software
These days, customer experience is really what makes great companies stand out from good ones. It’s critical that organizations not only know how their customers feel about their product or service but perhaps more importantly, that they utilize that customer feedback to drive growth and innovation. So, it’s time for you to start measuring and […]
Ready to Tackle Customer Churn? Here’s How.
Is there a business that hasn’t lost a single customer? Doubtful. Customer churn is inevitable. For this reason, maintaining superior customer experience in a world of insurmountable choice and lagging brand loyalty is of utmost importance. Now I’m no mind reader, but since you’re still here, I’ll assume that you’re struggling with generating new demand […]
Four Significant Ways that AI is Quickly Changing the Customer Experience Landscape
As a customer, how many times have you waited to get in touch with a customer support agent on the phone, listening to a monotonous tune or promotions on loop, only to get frustrated and hang up without receiving any response to your query? Of course, you never went back to that brand again. And, […]
Customer Experience Enablement: What it is and How it Can Help Your Business Bottom Line
Since you’re here on the Wootric blog, you probably already know that providing a high-quality experience to your customers is vital to your business. You’ve heard people talk about CX becoming the key differentiator for brands in the coming years. (Source) You’ve watched brands in a variety of industries revamp their customer-facing operations to improve […]
