Intercom, Inc.

JUNE 8, 2021

Study after study shows how important a great customer experience is to today’s consumers. Another survey reveals that 84% of businesses report an uplift in revenue as one of the primary benefits of improving their customer experience. For Jean-Bernard Baptiste, a Senior Manager of Customer Support at HubSpot , this makes sense.

Technical Review 222

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 222

Hitenism

DECEMBER 26, 2016

It’s all about the customer. In a crowded market, you don’t win with marketing, you win with brand. In 2017, companies will find success by getting back to basics and focusing on the “service” part of Software as a Service. Drip , 9 Customer Success Emails Your SaaS Needs to Be Sending.

Scale 152

Scale SaaS Marketplace as a Service SMB 152

ChurnZero

APRIL 7, 2021

Build awareness and trust – By nature third party review sites are automatically more credible than just taking a sales rep’s word for it, that your product/service will bring the value your customers need. Having customer reviews for your prospective customers to read will help you come across as a more trusted brand.

Technical Review 81

Technical Review Software Review Customer Success Marketplace as a Service 81

Intercom, Inc.

NOVEMBER 7, 2018

Instead of waiting for leads to reach out to you, a live chat solution like Intercom’s Messenger helps you connect with potential customers right when they’re expressing the most interest with your product — when they’re on your website. Make customer handoffs invisible. Measure and attribute success.

Technical Review 161

Technical Review Marketplace as a Service Systems Review Customer Success 161

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

ChurnZero

FEBRUARY 8, 2023

February 8, 2023 — ChurnZero, the platform and partner for Customer Success, has earned the G2 2023 Best Software Awards for Fastest Growing Product and Best Product Management Product, based on customer reviews submitted to G2. Washington, D.C.,

Software Review 98

Software Review Software Customer Lifetime Value Marketplace as a Service 98

Intercom, Inc.

APRIL 18, 2019

They didn’t know it at the time, but they had also created an entire business category: an on demand, short-term rental marketplace, which has shot the value of their business north of $38 billion. Over the past four years, the number of Customer Success Managers (CSMs) in the industry has increased 400%.

Scale 112

Scale Sales Recruiting Marketplace as a Service Sales Hiring 112

Neil Patel

FEBRUARY 4, 2021

You may not know that behind the Neil Patel brand is a powerful and growing network of digital marketing agencies with offices around the world. NP Digital is a performance marketing agency built by marketers, and our global offices allow us to deliver our specialized services to clients worldwide. NP Digital Marketing Services.

VP of Engineering 126

VP of Engineering Marketing Marketplace as a Service Social Media 126

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Marketplace as a Service 93

Marketplace as a Service Social Media Customer Success Enterprise 93

User Pilot

JULY 24, 2023

Are you looking for Zendesk integrations to boost the efficiency of your self-service customer support? The article explores the best Zendesk integrations for: Customer support Customer feedback Productivity Email and social media communication Analytics and reporting Let's get right to it!

Marketplace as a Service 97

Marketplace as a Service AI Search Social Media SaaS 97

FastSpring

DECEMBER 19, 2019

What is most exciting to me about this milestone is that it enables us to reinvest in innovation to further our customers’ success. We Evolved Our Brand. Given this, we felt it was necessary to have a brand identity that recognized our past but is also synonymous with innovation and a focus on the future.

Technical Review 91

Technical Review Software Review Marketplace as a Service Innovation 91

Valuize Consulting

AUGUST 26, 2024

In today’s marketplace, understanding and meeting customer expectations isn’t just important – it’s paramount. Crafting a customer lifecycle that aligns with the experience your customer wants and expects is critical to driving value and adoption across your entire customer base.

Customer Success 52

Customer Success Engagement Scale Systems Review 52

Neil Patel

APRIL 20, 2021

Public speaking is another way to establish your personal brand and build a loyal following. Until that happens, you’ll find it difficult to sell your actual products or services. Instead, it also sells itself as a brand. Learning how to sell yourself first is critical to your success. Sell the benefits, not the features.

Sales 137

Sales Outsourcing Services Marketplace as a Service Underperforming Technical Team 137

Valuize Consulting

SEPTEMBER 30, 2024

While the core product addresses the fundamental need and the actual product provides the tangible goods or services, it’s the augmented product that often sets a brand apart. It’s the essence of what the product or service deliversbeyond the physical item itself.

Customer Success 52

Customer Success Strategy Azure Technical Review 52

Valuize Consulting

SEPTEMBER 30, 2024

While the core product addresses the fundamental need and the actual product provides the tangible goods or services, it’s the augmented product that often sets a brand apart. It’s the essence of what the product or service delivers—beyond the physical item itself.

Customer Success 52

Customer Success Strategy Azure Technical Review 52

Sales Hacker

APRIL 1, 2025

The GTM Podcast is available on any major directory, including: Apple Podcasts Spotify YouTube Hayden Stafford is the President and Chief Revenue Officer (CRO) at Seismic, where he oversees the global go-to-market (GTM) organization, including pre-sales, sales, customer success, services, partners, and more.

Scale 64

Scale VP of Engineering Outsourcing Services Enterprise 64

User Pilot

JULY 9, 2024

Hubspot : Best for comprehensive inbound marketing, sales, and customer service solutions. ChurnZero : Best for reducing churn , identifying customer needs, and increasing retention. Gainsight Customer Success : Best for enterprise-level customer success management. Ready to get started? 5 on G2.

Software Review 103

Software Review Software Management Business 103

User Pilot

MARCH 5, 2025

Customers who actively connect with your brand are more likely to stay loyal, spend more, and become advocates. That’s where customer engagement software comes in. The right platform will equip you with the tools to interact effectively, gather valuable feedback, and build lasting customer relationships.

Software Review 52

Software Review Engagement Software Scale 52

Totango

MARCH 29, 2022

Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. So how can companies get a grasp on designing and maintaining all customer journeys while taking proactive measures to scale retention and growth?

Engagement 101

Engagement Scale Marketplace as a Service Retention 101

User Pilot

JUNE 2, 2024

Customizable in-app brand experiences and product tours. Customer success tools : Zendesk Support Suite. AI-driven customer service platform with centralized inbox and ticketing. Self-service customer support. Offer customer support for more complicated issues. User feedback tools : Userpilot.

Software Review 105

Software Review Technical Review Systems Review AI Search 105

User Pilot

AUGUST 12, 2024

Behavioral segmentation (purchasing habits, product usage, brand interactions , etc.). Let me explain: Your customer base isn’t homogenous. For example, Userpilot caters to different user personas : product managers, marketers, customer success teams, and UX/UI designers.

Marketplace as a Service 95

Marketplace as a Service Banking Telecommunications Mobile 95

SaaSOptics

APRIL 7, 2022

” Or, as Openview Partners defines it, “ product-led growth is an end user-focused growth model that relies on the product itself as the primary driver of customer acquisition, conversion, and expansion.” Does this mean that sales, marketing, and customer success are forced to hang out on the sidelines?

Business Model 74

Business Model Payment Features Business SaaS 74

User Pilot

OCTOBER 26, 2021

Using data and customer success stories , you’ll need to identify your Aha moments, Activation points, and ways of optimizing engagement to promote retention that will lead you to identify your North Star metric in four steps. It must be something that points to growing revenue, profit, and customer realization of value.

B2C 98

B2C Metrics B2B Retention 98

User Pilot

AUGUST 18, 2024

Growth : The Growth plan starts at $749/month and includes resource centers , event-based triggers, AI-powered content localization , and a dedicated customer success manager. It allows you to schedule posts, interact with your audience, and monitor your brand’s online presence. Sprout Social dashboard.

Scale 104

Scale Scaling Software Review Social Media 104

User Pilot

AUGUST 21, 2024

Types of first-party data First-party data comes in various forms, but here are the main types: Behavioral data : This includes details about customer browsing patterns, page views, time spent on a page, button clicks, most used features, and other relevant behavior data from your analytics tool.

Data 105

Data Social Media Interviewing User Experience 105

User Pilot

OCTOBER 22, 2023

A primary goal of customer success teams at SaaS companies is to drive user engagement. Whether in the context of new customer activation, upselling premium features, or reducing churn, strong user engagement is a clear indicator of customers’ ongoing commitment to your product.

Engagement 105

Engagement SaaS Onboarding Marketplace as a Service 105

User Pilot

JULY 31, 2023

If so, you’re in the right place, as this article discusses 15 tools that are excellent alternatives to Intercom and will help you optimize customer service processes and deliver outstanding self-service support. Help Scout is a customer service software offering shared inboxes, live chat, and in-app messaging.

Social Media 98

Social Media SaaS Marketplace as a Service Communication 98

Totango

SEPTEMBER 17, 2019

Hidden inside customer data, there are many opportunities to grow and improve your brand, but what if you don’t know what to look for? Say your customer just completed onboarding quicker than the average user, but you missed the chance to recognize their success. What is a Customer Data Platform?

Data 64

Data Marketplace as a Service Customer Success Metrics 64

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Adoption Hero – Sibme. Advocacy Hero – Affise.

Healthcare 98

Healthcare Systems Review Scale Point of Sale 98

Sales Hacker

JUNE 7, 2021

For example, a minimum number of maintenance technicians would be critical if you sell a field service app. They will have regular conversations with customers, as part of the process of deciding future product direction and prioritizing development work. Professional services/customer success. Preparation steps.

Sales Recruiting 123

Sales Recruiting Payment Services Payment Methods Sales 123

SaaSX

FEBRUARY 26, 2020

Today’s digital marketplace is a vast and wild place. What kind of company (or product/service) would work best alongside my business?” “What sort of organization can benefit from my company’s strengths?” It can get a little lonely out there. But don’t worry––we can help you jumpstart the process. . Ask yourself: . That’s okay.

Outsourcing Services 93

Outsourcing Services Strategy Underperforming Technical Team Technical Advisors 93

OPEXEngine

FEBRUARY 22, 2022

An additional non-financial constraint is a fact that these customers typically lack experience in software procurement and implementation, and this adds friction to the sales cycle. Customer success is usually staffed by a mix of customer support, sales, and engineering folks contributing some portion of their time to the Cost of Revenue.

SaaS Payments 52

SaaS Payments Payment Services Payment Methods Marketplace as a Service 52

User Pilot

OCTOBER 31, 2022

Another important aspect for product managers to consider is customer loyalty. With Userpilot you can quickly create, customize and launch NPS surveys that fit the look and feel of your brand. You need to understand how customers are responding to using your application or service and build up an idea of their loyalty over time.

Onboarding 98

Onboarding Software Review Marketplace as a Service Underperforming Technical Team 98

Casey Accidental

OCTOBER 27, 2020

In part two of our Sequencing Business Models series , we talked about the different types of marketplaces and what needs to be built to be effective in each of them. This builds on the first essay in the series of how there has been an increase in interest of SAAS-like models interested in becoming marketplaces over time.

Payments 56

Payments Business Model Payment Solutions SaaS Payments 56

Blulogix

FEBRUARY 19, 2024

With the cost of acquiring new customers significantly higher than retaining existing ones, businesses are increasingly focusing on innovative strategies to enhance customer experiences and reduce churn. Retention, on the other hand, focuses on maintaining these subscribers over time, turning them into loyal advocates for your brand.

Retention 52

Retention Engagement Strategy Marketplace as a Service 52

Sales Hacker

JUNE 23, 2020

Leah has been a pioneer for customer experience practices for the last two decades, focusing her work on putting customers at the heart of SaaS and service-based technology organizations. How to put customer experience into the DNA of an organization [5:23]. Micro-thoughts on the evolution of customer success [07:08].

Scale 80

Scale Sales Hiring Technical Review Customer Success 80

User Pilot

APRIL 10, 2023

Large user base: it allows you to increase user population quickly, which is essential for products that rely on the network effect, like social networks, messaging apps, or e-commerce marketplaces. Conclusion A freemium strategy can help you increase your brand awareness and grow your user base.

Strategy 97

Strategy SaaS Onboarding Marketplace as a Service 97