Think about the last time you had an incredible experience with a company. From start to finish every interaction was seamless. Finding the product or service was effortless, the download or purchase process was simple, you quickly received the product, the user experience was intuitive, and it was easy to get answers to any questions […]
Success
Do You Need a CX Operations Manager?
CX Operations, or Customer Operations, is all about the systems, automation, and lines of communication that make possible a unified, cross-functional, customer journey approach to improving customer experience. Do you need a CX Operations manager dedicated to this effort? Let’s find out. Getting customers to fall in love with your company requires understanding the entire […]
The Accountability Framework for Product-Led Growth Metrics
In order to ensure shared accountability for product-led growth metrics, start by defining the metrics that matter most within the 5 growth pillars: Acquisition, Activation, Revenue, Retention & Referral. Utilizing Inturact’s SaaS Actionable Metrics Framework can help you do this. Once the team agrees that these are the metrics to concentrate on, and tracking on them […]
Customer Lifetime Value: A Guide to the Northstar Revenue Metric
The technical definition of Customer Lifetime Value (CLV) is the revenue earned from a single customer over time. It’s an equation that subtracts the cost to acquire a new customer (CAC) from the total revenue from that customer. The goal is to make the revenue-over-time from each individual customer as high as possible. But the […]
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 […]
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 […]
