SaaS Customer Success

What to Measure – Productivity Software

In Part 1 we listed the metrics that would best serve email marketing and marketing automation providers. In Part 2, we will review the metrics that should be consulted in productivity SaaS applications.

We are longtime fans and users of Trello, so it seems only natural to take it as our productivity software test case. Productivity software is usually highly, regularly used tools that match email and word processors in how frequently we use them. Whether they are personal life-streamlining apps to “remember the milk” or shared lists for improving team productivity – we quickly find ourselves using them every day, all day.

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Choosing a Free CRM for Startups

An objective truth in the small-medium businesses world: it is never too early to automate your sales process. Even as at the bootstrapping, 5-none-paying-customers phase of your venture.  We love excel as much as the next data geeks, but part of thinking strategically means finding a CRM that can grow with you and meet your needs as they change.

 

There are loads of CRM list reviews out there, many of them thorough and comprehensive. But the more we delved, the more lost we got in the details of various specs and capabilities, not entirely sure anymore how to separate the wheat from the chaff. So we came up with the specs we would want to have reviewed, being a small-medium business ourselves, wielding our own machetes in the online jungles of digital coconuts and know-how.

 

RubeGoldberg

Customer management is a complex ordeal, no matter how small your company is.

 

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Customer Success for the Rest of Us

Earlier this month, at Dreamforce 2014, Salesforce announced  the launch of Wave – a new Salesforce platform for developing customer success solutions. This was great news to anyone using Salesforce as a CRM platform – the new cloud-based analytics platform would sync perfectly with their sales software and their sales process would enjoy a tremendous data-driven boost. Better yet – they would be able to develop a customized solution featuring the metrics they need the most.

But Salesforce’s announcement conjured another domino effect: it created an even larger divide between billion dollar CRM systems and smaller CRMs catering to small-medium businesses. The race for data accessibility just got tougher and affordable CRMs will have to struggle to keep up.

Surf's up! Salesforce Wave

Surf’s up! Salesforce Wave

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An End to the Trickle: Reversing SaaS Abandonment Rates

When user abandonment of a Software as a Service platform exceeds the rate at which users adopt the service, the company must find the reason and reverse the trend or it will soon find itself without any customers. A company must track and understand their customer churn rate by identifying the signs and symptoms such as high shopping cart abandonment.

Finding unhappy customers is just a small part of the issue. Addressing concerns with the platform is important for retaining all customers, not just the few that actively express their dissatisfaction. Improving the churn rate will depend on keeping customer satisfaction level high enough that they stay instead of looking for another solution.

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On The finer Points of Nurturing Customer Loyalty

In SaaS circles, we are constantly exchanging tips and recipes on how to create and sustain customer loyalty, but rarely do we stop to consider the foundation for this much desired form of affiliation. What is it that compels a customer to offer their loyalty to one service, and not to another? What is the difference between the types of loyalty inspired by different types of services? Is one type of loyalty better than the others? Is that the one we should aspire to? And most importantly – is customer loyalty an indication of service necessity and relevance or simply a long term business strategy?

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How to Improve Customer Retention Without Taking Another Mortgage

Large corporations have customer retention departments with vice presidents, managers, and a host of employees manning call centers. They have the resources to contact on-the-fence customers and offer big discounts or other incentives to keep them from drifting away. Of course, large corporations have the scale to make such departments a profitable or break-even proposition which justifies their existence. Small and medium businesses on the other hand, won’t find that kind of money in their budgets and must turn to other means in order to improve customer retention.

sattva

 

image source

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4 Tricks you Need Up your Sleeve to Reduce SaaS Churn Rate

Any platform can have difficulties retaining users. Competing platforms distract your users with promises of better features and faster service or a flashy user interface. They don’t necessarily offer anything better than your service, but the appearance of greener grass may entice users to cross the fence and leave their existing platform for greener pastures. Take preemptive action to reduce SaaS churn rate before it begins to look like the revolving door to a department store.

To everything, churn, churn, churn, there is a season.

To everything, churn, churn, churn, there is a season.

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How to Increase SaaS Ease of Usability – Optimize with Iridize!

The usability of your SaaS product will determine in part how successful it is. Easy-to-use products are quickly accepted by users and the acceptance stage of user onboarding becomes much smoother.

Finding the ideal medium between ease of usability and features that are useful should be the goal of every SaaS platform provider. It goes almost without saying: A product rich in difficult-to-use features is also difficult to adopt, while another product with similar features that is easy to use will garner the highest user acceptance.

Improve usability by utilizing the tools at your disposal including predictive analytics, A/B testing, user feedback, and raw experience to improve SaaS product usability and design.

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Customer Service Tells: SaaS Onboarding Through Nuances

We’ve written before about the critical role of customer service in the onboarding process. Customer service is a tricky, elusive factor in your customer success plan – on one hand, the customer service usually revolves around responsive interaction (responding to needs). On the other hand – it has been scientifically proven that companies sending long feedback forms to their customers, thereby creating work for them instead of alleviating the pressure – are annoying.

It’s time to delve into what we at Iridize like to call “customer service tells”, that will give you a better indication of where you stand with your customers, in terms of customer service, and where that is on the via dolorosa that leads to conversion.

 

customer service tells

Customer Service Tells. What would Le Chiffre do? 

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Splash screens are not the enemy | SaaS customer success

A while ago, an article titled “The Value of Content” made waves in the relevant online communities. The article, written by Andy Beaumont, essentially bashes pop ups and splash screens for hiding the publisher’s content and for luring unsuspecting users into unwilling online interactions with the publishers.

This is probably a good point to pop this disclaimer: iridize, the company behind this blog, creates and markets splash screens, as well as tooltips and various other onboarding solutions and tools. It’s also the place to declare that the writer of these words is very easily annoyed by misplaced or badly arranged pop-ups.

That said – there are a few points in said article that require addressing.

splash screen

 

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