The importance of great customer support and ongoing engagement doesn’t feel like something that needs to be explained; it’s common sense. With all the options available to consumers nowadays, no business can afford to be flaky when it comes to the way they talk to their customers.
During the Fireside Chat at Gainsight’s recent Pulse 2018 event, NewVoiceMedia CEO Dennis Fois explained why customer emotions are the single most important predictor of brand loyalty and how businesses can operationalize positive emotional connections in their contact centers. Fois recently took time to speak with Software Business Growth about his Fireside Chat, as well as how he expects customer success to evolve, how to use data and metrics to measure and improve emotional connections with customers, and more.
It’s simply understood: When your partner is happy, chances are you feel good, too. The same holds true in the relationship between your employees and customers. Workers provide the best service when they’re satisfied and supported by their employers.
Who wouldn’t like to secure 20 years’ worth of renewals with each of their customers? Well, this is doable and, in fact, if you sell on a subscription basis, this should be your goal from the very beginning. But how do you get there?
In today's competitive market, SaaS providers fully depend on upsells, referrals, and renewals year after year. Most SaaS companies put all of their focus and effort into developing their product(s) and acquiring new customers and logos. The problem with this strategy, and why so many SaaS companies are becoming increasingly stressed about customer churn, is customer acquisition is just the beginning of a long-term service engagement with your customers.
With many software companies interested in developing AI solutions we asked Helphift CSO and co-founder Abinash Tripathy to share his thoughts on how Helpshift developed its AI solution — from overcoming challenges to pricing. Tripathy also offered advice on what potential pitfalls other software companies considering developing an AI solution should be aware of.
Segmenting your customer base by annual contract value or company size is common. At the surface, this structure is uncomplicated. It provides a logical outline for aligning customer success resources and action plans. But do these logical segments paint the most valuable picture of your customer base? Are they accurately structured to help the maximum number of customers achieve their desired outcomes? And do they support your team’s ability to reach your own organizational goals, whether it’s increased adoption, reduced churn or more efficient onboarding? Probably not.
Several years ago, the software-as-a-service (SaaS) industry was growing like wildfire. Yet, analysts noted that its stability was in question. Start-ups continued to pop up, software giants were still jockeying for market share, and a critical mass of companies had yet to venture into the cloud. In 2017, the SaaS industry has stabilized as legacy software companies have attained a better grip on the market, startups have been acquired and customer adoption gets closer to maturity.
We believe that to compete in SaaS today and for the future, you have to create an organization that can make a product customers are always in love with, that also gets high retention from them. ~ Hiten Shah --- This is exactly why SaaS companies cannot simply afford to provide average customer service. The competition is immense; to sustain and grow, you need to display a strong commitment towards providing value and delivering a superior customer service experience. This will not only help you retain customers but attract new ones as well.
Focusing people on being responsive simplified things for employees and improved the culture at MicroBiz Point of Sale. Founder and president Kevin Kogler shares five strategies for how this software company implemented this change.
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