User Pilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Customer Success 105

Customer Success Software Management SaaS 105

ChurnZero

MARCH 24, 2025

Too many customer teams are still relying on mismatched technologyand it’s holding them back. ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. A CRM is a great tool for sales operations, but it falls short for customer success needs.

Technology 52

Technology Customer Success Scale ChatGPT 52

SaaStr

JULY 30, 2024

The traditional SaaS model doesn’t always scale, and not every company has all the bells and whistles to fund marketing, sales, and customer success teams. The Drawbacks of Sales-Led Growth There is limited customer feedback because the salesperson is always interested in closing the lead in the shortest amount of time.

Underperforming Technical Team 282

Underperforming Technical Team Enterprise Scale Payments 282

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

VP of Engineering 98

VP of Engineering Customer Success Outsourcing Services Technical Review 98

User Pilot

APRIL 6, 2023

A powerful AI tool can be the perfect companion to your customer success platform. In this article, we will explore: How to leverage AI tools for customer success and retention. How can customer success managers address the challenges and concerns around AI when it comes to providing a better user experience?

Customer Success 98

Customer Success AI ChatGPT Management 98

SaaStr

JULY 12, 2024

Communication is easier You can ramp people faster You can hire junior people The tradeoff is global talent. Grafana Labs still has features and capabilities they hold back that appeal to large enterprises, such as things around security and compliance. No doubt working in an office together as a company has advantages.

Scale 291

Scale Scaling Sales Hiring Sales Recruiting 291

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

FastSpring

JANUARY 19, 2023

With PayPal, You’re Not Automatically Sales Tax and VAT Compliant The biggest issue was tax compliance. PayPal Doesn’t Offer Great European Invoicing Options The other compliance challenge NitroPack faced as a B2B company was sending EU-required VAT invoices. Using PayPal, software companies can send U.S.-style

Merchant Services 147

Merchant Services Payment Services Payments Payment Features 147

Valuize Consulting

NOVEMBER 19, 2024

Predictive analytics is one such strategy, unlocking powerful insights into customer intent and redefining the way organizations approach customer success. Key Advantages of Predictive Analytics for B2B Customer Success 1. These models become more precise over time as new data informs and enhances them.

B2B 52

B2B Machine Learning Artificial Intelligence Outsourced Development 52

SaaStr

OCTOBER 15, 2019

So one place would be in your customer success organization. We were doing more customer support, less customer success. It was less about making sure that customers were happy and individually reaching out to them. So that means retooling your customer success organization. Thanks Allie.

Underperforming Technical Team 218

Underperforming Technical Team Sales Hiring SMB Enterprise 218

FastSpring

MAY 20, 2024

Integrating customer-facing subscription management tools on your own site. Communicate frequently and clearly with customers about the transition. There are a few other options in there,” Brad says, “like, ‘How do you want to communicate to the customer that things are about to renew?,’” but it was overall a simple process.

SaaS Payments 158

SaaS Payments Payments Merchant Services Payment Solutions 158

SaaStr

APRIL 4, 2019

Because the business world is changing and your customers may demand that you run on certain locations and there are more and more regulations, compliance, GDPR, data residency that everyone in at a certain scale has to be compliant with. What about compliance? Things like customer-managed encryption keys.

Cloud 173

Cloud Scale Trends Artificial Intelligence 173

User Pilot

OCTOBER 20, 2024

For example, customers may currently have to fill out a form and wait for a customer success/support agent to reach out to them and demo the product. Data security and compliance. So, they automated the customer onboarding process instead. What part of the process can be made more intuitive?

Onboarding 105

Onboarding Underperforming Technical Team Transportation Scale 105

Intercom, Inc.

MAY 24, 2018

One of our first products was a Watchlist API, which is for OFAC compliance. Enrichment is present across almost everything that we do: our support team uses enrichment in their support tools, our sales team uses it in their sales tools, and the marketing team uses it for communication personalization. Enabling customer success.

Data 182

Data Scale Underperforming Technical Team Sales Hiring 182

Valuize Consulting

JULY 15, 2021

Connecting Customer Success Strategy With Technology. At their core, they are responsible for maximizing the value of product releases but their responsibilities can have them acting as a business strategist, product designer, customer liaison, and project manager, all rolled into one. Q: What was your first job?

Technology 52

Technology Customer Success Interviewing Scale 52

FastSpring

JANUARY 27, 2022

This score then determines how we’ll manage the relationship through onboarding and customer success, including whether they need further education on the benefits of marketing attribution or more advanced advice on how else our product can bring operational and strategic improvements across their business.”.

Merchant Services 146

Merchant Services Payment Services SaaS Payments Payment Solutions 146

FastSpring

JULY 10, 2019

Automate subscriber communication. Maintaining a regular line of communication with your subscribers and staying on top of their billing and payment methods is critical to ensuring a consistent revenue stream. These important communications are managed by processes known as dunning management. Send a survey to churners.

Merchant Services 101

Merchant Services Payment Methods Payment Solutions Payment Services 101

Stax

MARCH 18, 2025

Often abbreviated to CLV or LTV, this is the amount of revenue generated by a customer as long as they have an account with your SaaS company. Customer acquisition cost. Your CAC is how much you spend on acquiring and onboarding a customer, and can include marketing, communications, sales, and other expenses.

Scale 117

Scale Payment Services Payments SaaS Payments 117

SaaStr

JULY 2, 2019

She may be running her own tech startup, and she may be looking for a better way to collaborate, ship product faster, communicate better across geographies, et cetera. The sales organization, and the customer success, the CSMs, and professional services team makes up a meaningful percentage of the overall company at Slack right now.

Enterprise 168

Enterprise Scale Sales Hiring SMB 168

SaaStr

JANUARY 6, 2023

In this session, Attentive Co-founder & CEO Brian Long walks through some of the lessons learned at Attentive on their path to over 5,000 customers in 5 years. He’ll dig into real-world examples for reducing friction in sales, product, and customer success.

Enterprise 130

Enterprise Sales Funnel Innovation Branding 130

Sales Hacker

SEPTEMBER 11, 2020

This can be difficult for a customer success manager to manage. Security/Compliance: Early-stage startups are likely not going to be SOC certified. Be aware that it might not check all the boxes from a compliance/security standpoint. So be aware that goals and KPIs may drastically change.

Outsourcing Services 108

Outsourcing Services Scale Startup Outsourced Development 108

User Pilot

MAY 8, 2024

In-app messaging tools are powerful communication channels that improve app retention and enhance brand loyalty. TL;DR In-app messaging is a powerful capability that allows a business to communicate directly with its users through its product. Pushwoosh – best omnichannel communication tool.

Engagement 105

Engagement AI Search Software Review AI 105

User Pilot

MAY 7, 2024

TL;DR In-app messaging is the process of communicating with users who are currently using your product. In-app messaging platforms are tools that enable you to communicate and engage with your users. In-app messaging is the process of communicating with users who are currently using your app. Source: CometChat.

Software Review 104

Software Review Technical Review Software Scale 104

User Pilot

OCTOBER 20, 2023

And let’s not forget about potential savings, for example, on customer success and support teams, which is an important factor in times of economic uncertainty. Communication or data silos were mentioned as the biggest obstacle to scaling up a product team by 25% of study participants.

Trends 105

Trends Artificial Intelligence Management AI 105

User Pilot

JULY 6, 2023

1 – Userpilot Userpilot is a customer success platform with the ability to create, design, and trigger in-app surveys , either from scratch or by using any of the multiple templates available. We know it’s perfect for customer success and product marketing because we built it for it. HIPAA compliance and SLA.

Payment Solutions 98

Payment Solutions Payment Methods Software Review Payments 98

Stax

DECEMBER 20, 2023

With Stax, we’re proud to ensure PCI compliance, which means we meet the Payment Card Industry Data Security Standards, created by card associations like Visa, Mastercard, and American Express to ensure sensitive payment data is securely processed , transmitted, and stored.

Payment Services 88

Payment Services Merchant Services Payment Methods Payment Features 88

Totango

DECEMBER 10, 2019

That’s why B2B business models should make customer retention a high priority. . When you have many customers and departments, it can be hard to organize workflows. It’s also hard to ensure there’s a Customer Success Manager (CSM) assigned to every account and that key events in the customer journey receive the proper response.

Retention 65

Retention B2B Enterprise Payment Services 65

User Pilot

APRIL 29, 2024

Tooltips are mainly used for minor feature releases , whereas larger product updates are best communicated through modals or, as they are called in Pendo, “lightboxes” Pendo tooltips feature announcement overview. Its key features include advanced analytics, robust in-app communication , and customizable guidance functionality.

Software Review 105

Software Review Scale AI Mobile 105

User Pilot

MARCH 29, 2023

Userflow is a code-free digital adoption platform that enables product, marketing , and customer success managers to build onboarding flows and collect user feedback via in-app surveys. Its target customers are small and medium-sized SaaS companies. U serflow: What is it and what features does it offer? Userflow NPS dashboard.

Software Review 98

Software Review Underperforming Technical Team Technical Review Onboarding 98

User Pilot

APRIL 3, 2024

Geckoboard enhances team communication and goal tracking by visualizing business metrics , KPIs, and objectives. Enterprise : Custom pricing. Includes everything in growth, plus custom roles and permissions, premium integrations, SAML SSO and activity logs, priority support, and security audit and compliance. Geckoboard.

Scale 104

Scale SaaS Mobile Data Analysis 104

User Pilot

NOVEMBER 29, 2023

It’s essential to choose product research tools that can provide the right insights for your business objectives, deliver high-quality data, are customizable, are easy to use, integrate with your tech stack, and offer great customer support. Allows collaboration and promotes seamless communication with your team.

Strategy 104

Strategy Scale Outsourced Development Market Research 104

Chargify

OCTOBER 14, 2019

At Chargify, we’ve always prioritized customer service, but have found that certain changes we’ve made along the way have made a big difference in the level of customer satisfaction we’ve been able to provide. . Specifically, we designated a customer success team as well as an onboarding team (which we’ll discuss next).

Customer Support 68

Customer Support Merchant Services SaaS Scale 68

ChurnZero

DECEMBER 27, 2019

5 Common Mist a kes Customer Success Managers Make When Managing Their Day . When a customer ceases all communication without any explanation as to why they went silent, you’ve been ghosted. Check out this life-like scenario to learn how to bring a ghosted customer back to life. . . Customer Success Resource.

Technical Review 64

Technical Review Software Review Churn Customer Success 64

Chart Mogul

MARCH 21, 2019

Each person is responsible for their own success and development. Salespeople must go beyond compliance, beyond a sales playbook. When we don’t know something, we’re not afraid to say so, but we then go and out and learn what’s needed to be the smartest and the crispest of communicators. Storytelling.

Sales Recruiting 68

Sales Recruiting Sales Technical Review Software Review 68

User Pilot

AUGUST 6, 2023

Customers nowadays expect omnichannel customer experience when they deal with a business. That is why companies use in-product communication , email newsletters, support calls, live chats, and social media channels to ensure that customers get a seamless experience. Data security or compliance risks.

Investment 97

Investment Banking Social Media Customer Lifetime Value 97

User Pilot

MAY 30, 2023

What is a customer data platform (CDP)? A customer data platform is a tool enabling you to collect, analyze , and understand customer behavior and use those insights to drive customer success. Customer success teams. Host in your Google Cloud for top-class privacy, security, and GDPR compliance.

Azure 98

Azure Government Marketplace as a Service Pricing 98