Userpilot

OCTOBER 23, 2022

A B2B SaaS customer journey map is key to creating a wholesome product experience for your customers. To get it right, SaaS companies must step back and see the product from the customer’s viewpoint. The SaaS customer journey consists of six different stages: awareness, acquisition , adoption , expansion , renewal , and advocacy.

Feedback Software 75

Feedback Software B2B Customer Feedback Customer Experience 75

Userpilot

JANUARY 31, 2023

CSQLs are essential for SaaS companies as they are cheap but high-converting and generate lean revenue. MQLs and PQLs require more support and oversight from the sales and marketing team, while CSQLs are the low-hanging fruits and the best opportunities for upsells so they require special attention. They also drive account expansion.

Analytic Tools 95

Analytic Tools Feedback Software Data Visualization Customer Feedback 95

Userpilot

MARCH 6, 2024

How do you create a robust product funnel for your SaaS? For example, at the Retention stage, you could track the churn rate and CSAT. Regularly gather customer feedback, for example, via in-app surveys , to enhance their experience and retain them. There are a few good reasons why SaaS organizations love product funnels.

Analytic Tools 93

Analytic Tools Data Visualization Research Software Onboarding KPIs 93

Userpilot

MAY 17, 2023

We also look at a few examples of companies delivering outstanding product experiences. A/B testing , usability testing , or session replay analysis are examples of techniques you can use. Loom uses contextual in-app prompts to drive upsells. Increased revenue : users who witness a good PX are more receptive to upsell messages.

Customer Experience 93

Customer Experience User Testing Analytic Tools Feedback Software 93

Userpilot

FEBRUARY 4, 2022

If you ask any sales rep, they’ll all tell you the same thing: the SaaS sales process is absolutely grueling! Today, we’re going to walk you through the top techniques you should implement into your SaaS sales strategy. SaaS sales can be broken down into three models: self-service, transactional, and enterprise.

Feedback Software 98

Feedback Software Research Software Reporting Tools Onboarding KPIs 98

Userpilot

SEPTEMBER 12, 2022

So let’s dive into details and learn from examples of what customer touchpoints are. It may be reading articles on your blog, engaging with ads, leaving reviews, contacting the support team, and so on. Revenue stage: Engaging with cross-sells/upsells campaigns. SaaS Pirate Metrics framework. In short — AARRR.

Analytic Tools 98

Analytic Tools Feedback Software User Testing Customer Experience 98

Userpilot

APRIL 19, 2022

Looking for upselling examples that you can apply in your SaaS to drive growth with account expansion ? Upselling for SaaS requires engaging with your users at the right moment with the right in-app message. Dropbox uses persistent upsell prompts to remind users of their free accounts' limitations.

Analytic Tools 96

Analytic Tools Onboarding KPIs User Testing Customer Experience 96

Userpilot

JULY 26, 2021

Have you, like me, ever wondered how it’s possible to try so many SaaS products for free? In this ultimate guide for product growth, we’ll walk you through everything you need to know about product-led growth and how to implement it for your SaaS. The term was originally coined in the 2010s for self-serve SaaS businesses.

Analytic Tools 98

Analytic Tools Feedback Software Onboarding KPIs User Testing 98

Userpilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. And what are some of the best practices and examples across the customer journey? Monitor product usage to identify upselling opportunities.

Feedback Software 97

Feedback Software Analytic Tools Customer Experience User Testing 97

Userpilot

JANUARY 23, 2023

Why is retention important in SaaS? Customer retention in SaaS means keeping a customer over the long term. Offer custom educational resources based on user behavior – for example, if a user hasn’t tried an important feature, encourage them to watch a webinar explaining its value. Let’s get started.

Customer Experience 97

Customer Experience User Testing Feedback Software Customer Feedback 97

Userpilot

MARCH 2, 2022

Wondering how you can leverage SaaS OKRs to drive success in your business? So, let’s see how you can implement SaaS OKRs successfully to track progress towards these goals and drive product growth. Some OKR examples include customer success , marketing , sales, and product management OKRs. What are OKRs in SaaS?

Feedback Software 105

Feedback Software Onboarding KPIs Reporting Tools Product Research 105

The Product Coalition

FEBRUARY 14, 2023

Examples: #Site visitors (digital sign-ups) #Sales calls (sales) #Leads (channel management) #Heart-rate (wearables) #Rainfall (agritech) Metrics should be well understood, good quality and accurate, ideally managed via a DataOps process wrapper to ensure stability and availability. What is a Metric? A metric is a anything you measure.

Data Visualization 142

Data Visualization Customer Feedback KPI Customer Experience 142

Userpilot

AUGUST 20, 2022

“Customer love” is the last thing you think about in a B2B SaaS environment. Reserve upsells for when the customer really needs them. ConvertKit’s branched onboarding example. Prompt upsells when customers need it. Instead, do better, contextual upsells. In-app resource center example on Userpilot.

Feedback Software 93

Feedback Software Customer Experience Customer Feedback User Testing 93

Userpilot

SEPTEMBER 21, 2021

If you’re not someone with a background in web development, figuring out the right modal UI design for your SaaS can be quite a headache. We will share modal design best practices with you, based on hundreds of discussions with other SaaS companies. In the SaaS world, they are most often used to create welcome screens.

Feedback Software 94

Feedback Software Customer Experience Customer Feedback User Testing 94

Userpilot

JUNE 30, 2023

Content localization is absolutely essential for SaaS companies. Our article provides guidance for SaaS teams on how to effectively localize their content. Benefits of localized content for SaaS companies include extending the market reach and improving customer experience and satisfaction. Let’s get right to it.

Research Software 91

Research Software Analytic Tools User Testing Onboarding KPIs 91

Userpilot

JANUARY 17, 2023

As it allows you to convert free trial users into paying customers, it unlocks upsell opportunities and drives long-term customer retention. If your SaaS offers a demo or a free trial, value realization can be the decisive moment when a user decides to convert into a paying customer. Unlock upsell and cross-sell opportunities.

Feedback Software 97

Feedback Software Research Software Onboarding KPIs Customer Experience 97

Userpilot

MARCH 9, 2022

Here are some examples of in-app messaging that will help you make the most of personalized messages and help users feel like you care about their job-to-be-done or JTBD. 15 best in-app messaging examples to improve customer engagement. In-app messaging examples – user onboarding stage. Let’s get started!

Feedback Software 94

Feedback Software Messaging Customer Feedback Customer Experience 94

Userpilot

MARCH 10, 2022

In SaaS, NDR is one of the most important metrics for customer retention. A healthy SaaS company should maintain an NDR of over 100% because it indicates that upgrades are outweighing downgrades and churn. You can use in-app help centers and NPS surveys to reduce churn and thus, improve your SaaS NDR rate.

Analytic Tools 98

Analytic Tools Onboarding KPIs Customer Feedback Customer Experience 98

Userpilot

JANUARY 31, 2023

In this article, we’ll decompose a comprehensive customer onboarding template ( produced by Userpilot-get your template copy here ) you can use to craft a smooth onboarding flow for your own SaaS. In this article, we’ll discuss a specific client onboarding checklist relevant to SaaS users.

Onboarding KPIs 97

Onboarding KPIs User Testing Analytic Tools Feedback Software 97

Userpilot

AUGUST 29, 2022

Upsell account expansions when the user needs them. Customer success is the practice of ensuring customers get consistent value when using your SaaS. CSMs can leverage personal relationships to provide strategies and offer account expansions , renewals, upsells, and so on (which support can’t do). What is customer success?

Feedback Software 97

Feedback Software Research Software User Testing Customer Feedback 97

Userpilot

DECEMBER 10, 2023

Are you a product-led or sales-led kind of SaaS? To successfully implement PLS in your SaaS, you need a product that can sell itself, resources to support the necessary teams , solid data infrastructure, patience to let users explore the product themselves, and help, not sell mentality. Let’s dive right in!

Analytic Tools 103

Analytic Tools Feedback Software Customer Experience Data Visualization 103

Userpilot

MARCH 28, 2022

Are you looking for some good UX examples? In this article, we are looking at some really good UX design examples that will inspire UX designers. Good UX examples we cover: Good UX examples are characterized by simplicity, usability, and visual design. Figma does a great job of blending upsell prompts into the UI.

Analytic Tools 111

Analytic Tools Feedback Software UX Data Visualization 111

Userpilot

JANUARY 23, 2023

In this article, we cover: What real-time personalization is and why it’s beneficial for SaaS. Real-life examples of personalization to inspire you. To implement real-time personalization in your SaaS, start by collecting customer data from multiple sources using surveys and customer analytics tools.

Customer Experience 97

Customer Experience Analytic Tools Feedback Software Data Visualization 97

Userpilot

MARCH 31, 2022

You can use tooltips in a range of scenarios , including launching product tours, announcing key features that are newly released or updated, running interactive guides , triggering in-app contextual help to enable self-service, or upselling a new feature. Upselling a new feature. What is the purpose of a tooltip?

Analytic Tools 97

Analytic Tools Customer Experience User Testing Customer Feedback 97

Userpilot

OCTOBER 21, 2022

Although you can’t measure customer confidence, NPS surveys and upsell rates are great metrics to see how many customers trust your brand. Measure the upsell rate. The upsell rate is the number of customers who’ve bought more than one product for every customer who only bought one.

Feedback Software 98

Feedback Software User Testing Customer Experience Customer Feedback 98

Userpilot

MARCH 25, 2022

Did you know that the rule of 40 is one of the best indicators of success in SaaS companies? The best test of your SaaS management teams is arguably how well they are able to sustain high shareholder returns as the company grows. So, let’s see how the rule of 40 helps you track your SaaS growth. Rule of 40 formula.

Feedback Software 97

Feedback Software Onboarding KPIs Customer Experience User Testing 97

Userpilot

APRIL 10, 2023

Could freemium work for your SaaS business? And if you decide to go the freemium route, we look at some best practices and check out examples of their successful implementation. Dropbox, Slack, and Grammarly are great examples of companies that have successfully harnessed the power of the freemium model to drive growth.

Feedback Software 88

Feedback Software Analytic Tools User Testing Strategy 88

Userpilot

NOVEMBER 16, 2021

Here at Userpilot , we’re seeing more and more SaaS companies using in-product messaging as a way to communicate quickly and efficiently with their customers. Check out this example from Ahrefs: This type of product marketing strategy is also referred to as “in-app messaging,” or even just “product messaging.”

Feedback Software 96

Feedback Software Messaging Onboarding KPIs Customer Communications 96

Userpilot

JULY 7, 2022

In SaaS, this means renewing their subscription or purchasing an upgrade. More customer stickiness means lower churn rates, more upsell opportunities, and MRR expansions , plus it generates brand advocates who will spread positive word-of-mouth. Let’s go over the basics first. Retention is the goal of customer stickiness. NPS Survey.

Research Software 97

Research Software Feedback Software Customer Experience User Testing 97

Userpilot

AUGUST 23, 2022

Customer success KPIs : Lifetime value, customer retention, churn, upsell and cross-sell rate, NPS. But it’s something to consider, especially in this competitive SaaS space. Consider building one for your SaaS. How to drive customer success for your SaaS? How to drive customer success for your SaaS.

Customer Experience 89

Customer Experience Feedback Software Customer Feedback User Testing 89

Userpilot

AUGUST 6, 2023

An example of automated in-app onboarding could be triggering personalized onboarding walkthroughs or checklists based on welcome survey responses. Examples of marketing automation include sending automated emails triggered by user behavior , or scheduling and posting content across all social media platforms. for every $ invested.

Analytic Tools 94

Analytic Tools Feedback Software Research Software Data Visualization 94

Userpilot

DECEMBER 1, 2021

Although most SaaS businesses understand that tooltips are an important part of an effective onboarding system , designing the tooltip UI correctly is often a challenge. We’ll draw on our experience working with hundreds of SaaS companies to share some tooltip best practices with you. Common tooltip use cases in SaaS businesses.

Customer Experience 97

Customer Experience Messaging Education Reference 97

Userpilot

NOVEMBER 30, 2022

Top use cases for tooltips in SaaS: new user onboarding , product tours, feature announcements, and contextual upsells. Top use cases for tooltips in SaaS. The common use cases are new user onboarding (primary and secondary onboarding ), product tours, feature announcements, and contextual upsells. Contextual upsell.

Analytic Tools 94

Analytic Tools User Testing Customer Experience Data Visualization 94

Userpilot

MARCH 31, 2023

How do you build a successful free-to-paid conversion strategy for your SaaS? 15% is a good free trial conversion rate for SaaS products. 15% is a good free trial conversion rate for SaaS products. There are four different types of free trial models in SaaS: freemium, opt-in, opt-out, and reverse trial.

Feedback Software 92

Feedback Software Onboarding KPIs Strategy Customer Experience 92

Userpilot

FEBRUARY 4, 2023

The key metrics include conversion rates, churn rates, revenue growth, and upsells. What KPIs you choose will depend on what type of SaaS you have. Example of a cohort analysis. Cohort analysis will give you actionable insights to make informed decisions to combat churn, check the product-market fit, and grow your SaaS business.

Analytic Tools 97

Analytic Tools Data Visualization Customer Experience User Testing 97

Userpilot

AUGUST 10, 2023

For example, you could show a welcome message referencing a specific ‘job to be done’ You could also send automated emails with relevant content based on user behavior. You can automate upselling prompts at key points in the journey to increase the likelihood of a customer upgrading (i.e. upselling an upgrade).

Analytic Tools 93

Analytic Tools Feedback Software Marketing Product Marketing 93

Userpilot

DECEMBER 3, 2022

In this article, we cover the following: What UX design is and why UX is important in SaaS. For example, if your goal is to get more customers to finish onboarding, you could analyze the steps they take to reach that milestone. 12 easy UX improvements for SaaS that can make a huge difference. It incentivizes them to keep going.

Feedback Software 98

Feedback Software Research Software Analytic Tools User Testing 98