Marketing a SaaS (software as a service) company presents some unique challenges. Since you’re providing a service over time (ideally…
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How to Leverage Net Promoter Score to Boost Customer Retention
You don’t just want to appeal to new customers – you also want to keep your current ones coming back…
Product Managers: Why You Should Include Customer Success Milestones In Your User Flows
As a Product Manager, you develop user flows to chart how customers move from signup to successfully using your SaaS…
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.
There is a Correlation between CX and Revenue Growth – and Here’s the Data to Back It Up
“Our conclusion: superior CX drives superior revenue growth.” – Harley Manning, Forrester “Customers who had the best past experiences spend…
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…
How to Build an Army of Brand Promoters: The 15Five Story
15Five is a provider of a SaaS product that aims to create more effective communication between employees and management. The product works by having employees check in once a week to take a 15-minute survey, with the employee’s manager spending about five minutes to review the answers—hence the name 15Five.
How & When To Survey Your Customers for NPS Feedback
When it comes to using Net Promoter Score surveys to gain insights from your customers, you probably have questions about sampling.
6 Customer Engagement Tips from The Experts
Whether you specialize in customer experience, engagement, success, or service, you’re tasked with retaining and delighting customers all the time. Plus, you have to get to know them.
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…