09 Apr
New Voice of Customer Reporting Template to Help You Track Feedba...
Reporting on Voice of Customer is hard. But during times like these, especially, it is critical that teams are keeping a pulse on customer feedback and building strategies to address customer needs. We’ve created a framework to help you identify the customer feedback trends that are impacting retention and revenue. Using this template will empower […]
08 Apr
Removing the Red Tape from Cross-Functional Collaboration — Fig...
We’ve been saying that it’s “The Year of the Customer” for years now. Now we get to see how well we’ve really done to make this rally cry a reality. We’re fighting customer churn and working to protect revenue in a way that many of us have never had to do before. Nice-to-have technology has […]
07 Apr
Supporting Customers and Employees Through Pivotal Change –...
There has been a massive shift taking place in the SaaS industry over the last month. We’ve transitioned to fully remote work. We’ve shifted priorities from building pipeline to protecting revenue and preventing churn. We’re now responsible for helping our customers realize measurable results with our products while thinking of new ways to provide value […]
05 Apr
How a Product Marketing Team Navigates COVID-19 with Customer-Fir...
These are unprecedented times and the economic impact touches all of us in B2B SaaS. For many, pipeline has stalled, customers have churned, and the scope of “critical tools” has narrowed. This situation has forced companies to look inward and reevaluate the value they’re delivering to customers through this time. Our responsibility has shifted from […]
25 Mar
Anticipating customer needs in unprecedented times — 5 steps fo...
On top of adjusting to a new normal, many Customer Success and Marketing leaders are tasked with the survival of their companies and customers. COVID-19 has taken its toll on almost every industry, woven its way into each step of the supply chain, disrupting our work, our health, and our sanity. Yet, some companies continue […]
26 Feb
The 4 Ultimate Voice of Customer Playbooks
We understand that Voice of Customer programs are important—that organizational alignment around customer feedback is critical to continued growth. What many are still struggling with is how to build a VOC process and structure that scales. But as demand for superior experiences increases in B2B SaaS, so does the need for organizations to develop strategies […]
21 Jan
Five Key Reasons to Build a Voice of Customer Program
Every year, predictions circulate about the big trends that will change the game for SaaS companies. The content drives clicks and inspires some new ways of thinking, but we all know that there is no silver bullet. We know that being singularly focused on one channel or activity won’t move the needle. The more we […]
03 Dec
[The LoopVOC Playbook] How to Improve Customer Experience Marketi...
What makes the difference between a customer experience program that drives revenue and retention throughout the customer journey and those that fall flat? Access to and action on customer feedback. Powerful customer experience solutions require real-time access to customer feedback. This feedback is the fuel of customer experience programs and initiatives. Without it, we’re making educated guesses […]
27 Nov
How to Measure Customer Experience (CX) in 2020
According to a B2B Marketing survey, two-thirds of marketers plan to make customer experience (CX) a priority over the next year. More than a quarter of those surveyed are prioritizing CX before the year-end to get ahead. The companies that are fine-tuning their customer-centric CX programs experienced strong revenue growth and ROI, reporting more than 2X return on their […]
24 Oct
How to Build a Cross-Functional Team for Voice of the Customer Co...
One of the biggest barriers to an organization’s long-term success in this age of digital transformation will be the successful execution of cross-functional collaboration. As organizations grow and departments are formed with designated goals and responsibilities, silos are naturally created. Within these silos, departments have their own goals, responsibilities, processes, and priorities. The silos don’t […]