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Live chat is a powerful tool , but only when it’s used properly. If you want to support customers with live chat, you’ll need to make smart decisions about where it’s added to your site, how your customer service team will use it, and how it integrates with your other support processes. We’ve put together this guide to help you not only successfully implement live chat on your website, but also to offer the right kind of experience for your customers.
Here are some predictions for 2019 and a review of my thoughts for 2018, many of which were wrong. The M&A market slows meaningfully , especially at the multi-billion dollar level. The recent seasickness in the public markets forces most CEOs adopt a more conservative approach to acquisitions. Facing large swings in valuation, these leaders may struggle to advocate and articulate that large acquisitions are accretive and will be immediately rewarded by share appreciation after an acquisition
Does your business have everything it needs? With new demands and even newer technology, it’s much harder for a business to develop its own mobile app or website interface. Finding a good software development team in North America for a reasonable budget is a rare occurrence. This is why most companies look elsewhere when looking for a software development team.
Are you tired of algorithm updates? Well, who isn’t? From Facebook to Google, marketing is continually changing and getting harder. Even if you are willing to give these platforms money, it still doesn’t guarantee success. You can experiment, run tests, but digital marketing isn’t as easy as it used to be. Years ago, when I started as an online entrepreneur, companies used to raise money to hire engineers and build infrastructure.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
In sales, the ability to connect with leads in real time can’t be understated. Exchanging just six messages over live chat makes a visitor 250% more likely to become a customer. But as powerful as live chat is, it has one challenge you also find in email and many other digital channels – if you can’t see or hear your leads, how do you quickly establish rapport with them?
The five most popular posts of 2018 were: The Strategic Shift in Revenue for SaaS Startups as They Scale - or popular by any other post by a factor of 10, this post discusses the importance of focusing on renewals as a business reaches $10M, $20M and beyond in ARR. The dynamics of retention meaningfully change the way the business ought to be managed.
The five most popular posts of 2018 were: The Strategic Shift in Revenue for SaaS Startups as They Scale - or popular by any other post by a factor of 10, this post discusses the importance of focusing on renewals as a business reaches $10M, $20M and beyond in ARR. The dynamics of retention meaningfully change the way the business ought to be managed.
Art or Science? Sales requires mastery of “soft skills,” so it can often seem like more art than science. Movies like Thank You for Smoking and Wolf of Wall Street portray top performers as innately talented artists, but we all know that it takes more than a great pitch to hit your number. To consistently perform, sales leaders need to master the science of sales productivity.
SaaS Pricing can be difficult to determine for many digital businesses. First, you need to be sure that you’ve priced your product fairly, and second, you want to offer the payment option that will appeal to the largest number of users. So, do you extend a pay-per-use (or PPU) option, or do you ask people to subscribe to your service on a monthly, quarterly, or yearly basis?
Just ask Sujan Patel, one of today’s most well-known experts in growth. Sujan has seen first-hand just how powerful chatbots can be – greater efficiency, accelerated sales cycles and better customer experiences. Sujan’s no stranger to finding the cutting edge in growth. As the co-founder of WebProfits , he’s led marketing strategy for the likes of Intuit, LinkedIn and Salesforce.
Every week we scour the web to pick our top three industry reads and share them in our SaaS Roundup newsletter. As we approach the end of 2018, I thought it would be a good time to take stock of the articles that resonated most with our audience. Here's a rundown of the top 20 for your reading pleasure. This list was compiled by looking at the articles with the most engagement across all of our SaaS Roundup newsletters in 2018, taking list growth into account.
Speaker: Pete Uselman, Director of Partner Experience at Wind River Payments
Most integrated payments providers share a percent of the payment revenue with their software partners. But, oftentimes, that revenue share is only a fraction of the true income potential software providers can realize. If you want to maximize income opportunities from your payments program, check out Wind River Payments’ webinar-on-demand.
The past few years have been rather tumultuous in the digital realm. First came Mobilegeddon in 2015, heralding the end of (desktop) days. And now, we’re dealing with the fallout of the General Data Protection Regulation (GDPR), which officially became the law of the (European) land on May 25, 2018. Are you familiar with it? Are you adhering to it? If the answer is ‘no,’ you’re likely not alone.
It has been a very interesting year for the world. This is especially true for the ecommerce industry as well! I mean, who can forget the GDPR? At FastSpring, we’ve been hard at work not only building the best-in-class ecommerce platform, but also staying up-to-date on all of the popular trends, news, and tips that help our readers sell more around the world.
What began as a humble blog seven years ago, run by one person, is now a team of nine that publishes daily posts, books, e-guides, podcasts, videos, microsites, social media and more. It’s daunting to think how much we’ve changed, but despite all, we never want to lose sight of the people we serve: you. Our annual reader survey, which launches today, is the best way for us to understand how we can improve to serve you better.
SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018. Though many of you have started looking out actively for SaaS customer success roles, like all job profiles, no matter how good you might be, it is NOT meant for everyone.
Speaker: Ben Epstein, Stealth Founder & CTO | Tony Karrer, Founder & CTO, Aggregage
When tasked with building a fundamentally new product line with deeper insights than previously achievable for a high-value client, Ben Epstein and his team faced a significant challenge: how to harness LLMs to produce consistent, high-accuracy outputs at scale. In this new session, Ben will share how he and his team engineered a system (based on proven software engineering approaches) that employs reproducible test variations (via temperature 0 and fixed seeds), and enables non-LLM evaluation m
What makes a great cold email? Does all the work it takes to personalize outreach really pay off? How can you craft a subject line that maximizes reply rates? We partnered up with Drift, Siftrock and Outreach, gathering nearly 300 top-performing emails and performance metrics to give you the answers to these questions and more. Without any further ado, here are my favorite takeaways from the study.
As December winds down and the holidays kick into full gear, I would like to take a moment to reflect on the past twelve months. There’s no doubt 2018 was an incredible year for FastSpring and the entire ecommerce industry, and I look forward to continuing this momentum into the year ahead. I’m excited to share some of the major highlights below: 1.
And just like that, it’s the end of another year. 2018 was momentous for us. We released exciting new features that bolster security across your SaaS apps, raised a $60M funding round, and even ranked #11 on Crain’s Best Places to Work in NYC 2018. Here’s a look back at our 2018 highlights. Gartner and 451 Research recognized a brand new market category that BetterCloud is pioneering.
ChurnZero the real-time Customer Success platform announced that it has joined HubSpot as a Connect Beta Integrator. Today, ChurnZero announced that it has joined HubSpot as a Connect Beta Integrator. HubSpot, a leading growth platform, works with Connect integrators to help grow their business through listing and marketing and distribution resources to increase shared customers.
For SaaS businesses, improving retention is one of the easiest and most effective ways to drive revenue and profits. With a clear link between failed payments and customer churn, having a robust failed payment recovery solution isn’t optional—it’s essential. Achieving your retention goals starts with the right solution.
Throughout my sales career—from when I was a first-year sales rep, to my leadership role as a VP of Sales—I always made it a point to foster a work culture that accentuates the significance of diversity and inclusion. In other words, I genuinely believe the most exceptional teams are the ones comprised of a variety of different personalities, cultures, ethnic backgrounds, ages, differing religions, gender, etc.
When it comes to digital businesses, your website is probably the single most important point of interaction with your customers. Whether they are prospective customers “just browsing”, loyal fans of your product, recent onboards seeking support, or bots looking to crawl and catalog your endeavors—their experience on your website is going to play an outsized role in forming an impression of your business.
There’s a lot of things to consider when (potentially) purchasing marketing automation. The first thing you do is put together a business case. That will provide you (and your management) with a clear reasoning of why you need marketing automation right now – from a business perspective. Once that’s clear, you should look at the […]. The post What factors did your organization consider before investing in automation marketing?
In this one-off episode of SaaS Open Mic recorded at SaaStock Dublin, I talk to the "Godfather" of SaaS metrics, David Skok. “I found some of my readers were obsessing over getting perfectly accurate CAC-LTV figures before they had a repeatable sales processes, so the data they had was completely meaningless…” In the world of SaaS, this guest needs no introduction.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
When it comes to generating revenue, some businesses have a pretty straightforward life. They invest a ton of resources into acquiring new customers, and once a sale is made, that's it: the money is in their pocket, and they can focus on acquiring new customers. You, however, have a harder time. Your SaaS business operates on recurring revenue, and any given month, you face a fresh new battle to earn the continued trust of your customers.
4 Best Practices for Aligning Sales and Marketing Internationally. For many salespeople out there, remote sales work is a decidedly attractive dream. And working from home is often as far from being a dream as possible. In sales, efficiency, progress-tracking, and team-alignment are paramount. Once you go remote, each area can take a hit. This makes many employers unhappy about ditching offices.
North Star Metric (NSM) is a newly emerged term in the tech world, originated from the Silicon Valley, and it helps teams to understand how they can have a sustainable customer growth in the long run. North star metric enables your team to understand the real core value you are delivering to your customers. Focusing your efforts to improve this metric is the best thing to grow your customer base.
One of our favorite end-of-year traditions is reflecting on what we shipped, published, and achieved each year. Here's a summary of our 2018 highlights. January. We kicked the year off with an awesome customer story about how DroneDeploy uses ChartMogul to inform their expansion strategy — it’s certainly worth a read. As someone who studied computer animation in college, I was really excited when we finally introduced some great looking animations into ChartMogul … Another big
Simplify omnichannel payments with a solution that unifies every channel through your platform. By integrating front-end systems like online, mobile, and in-store payments with robust back-end infrastructure, you can deliver a seamless payments experience without the need for heavy engineering. Omnitoken technology enhances security by tokenizing card transactions for reuse, enabling merchants to drive cross-selling opportunities.
Many organizations that are implementing a new software system can easily get the system live, but they struggle to get it adopted, get value from it, and sustain effective use and business value creation over the long-term. When we meet with companies and take a closer look at how they go about implementing systems and driving adoption, it becomes very clear that the approach they take is often preventing them from achieving their goals.
Are you dreaming of being your own boss someday, or would you like to bring in extra income? Starting an online business is one of the easiest ways to accomplish this. The biggest challenge of starting an online business can be developing your business plan.
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