There is no denying the fact that going digital is the way ahead for SaaS businesses. But then again, a digital transformation does not mean creating bling apps, or automating processes. Digital transformation funnels down to just one thing: excelling in Customer Experience (CX). And this, more than anything else, is an attitude that aligns all the departments of your company to a CX-driven…
Being in the customer success business, it is of no surprise how vile the pangs of customer churn could be. All of us have faced that stage when we are brutally tired of restraining our clients from churning out. And especially when you do not know what is going on with your client base, it…
When I set to begin explaining what exactly does the coined term, ‘customer obsession’ is, I might as well begin with what it is not! Yes, reverse psychology is like a new ruler of our minds these days. Anyways, customer obsession is not like a new word in the dictionary of customer success. Also, it…
Claiming that your customers are the heartbeat of your business is not so incorrect in the SaaS industries. To take the field of customer success a notch up, it is now the call of the new science to engulf AI and ML in the process. With the emergence of customer success AI, enterprises are gaining…
Customer experience management, or CEM as it’s called, is when you manage the interactions of your customers using touchpoints. Upon doing so, you are delivering personalized experiences that will spur their loyalty to your brand, which increases your revenues. When you understand what is CEM and CEM platforms, you ensure that your customers achieve success. The…
Digital technology has drastically changed the way companies offer their services and products. But to be more precise it is not the companies that have adopted this way. It is the customers that have brought this change because of the evolving consumer behaviour. Digital customer experience management has become the new norm for companies to…
Till a while ago, nobody thought much of customer experience improvement – let alone SaaS companies, who prided themselves in creating some of the best products but left it to the customer to figure out how good it really was. But not any longer. Now, customer experience and service are everything; it has even taken the entire SaaS ecosystem from a market led one to a…
When your customers are on the verge to begin a courteous relationship with your company, you are both embarking on a journey, one in which you deliver the promises you once made to them. In a way, you are already a part of their customer success lifestyle stage. Let us begin by having a clear…
If someone ever asks me to define the journey for customers, I would most likely begin with the definition of a customer’s journey. Well, it is based on the fact that the customer today is more aware and more informed than ever. Credits to social media and instant communication. This fashion puts them back on…
Now you might be wondering why the process of customer onboarding is so important. Let me break it to you it is the onboarding process that makes or breaks the deal. A positive onboarding experience confirms that your clients made the right choice, and later, in the long run, helps them stick around. Coming back…
