To keep your customer happy, you have to understand and act on their pain points.– Mia Jacobs
We’ve talked a lot about customer acquisition, onboarding, adoption, and success, but have often left engagement overlooked. Though this aspect of retention is sometimes ignored, it’s actually one of the most important!
If you’re looking to improve your customer engagement strategy, these 5 articles will get you started!
Appcues co-founder and CEO Jackson Noel kicks things off with 10 customer engagement strategies for 2020. A lot changed for SaaS in the last year, and it may be time to update your engagement tactics. Noel’s guide is the perfect place to start!
Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer.– Jackson Noel
Totango‘s Mia Jacobs makes her return to the blog with this fantastic piece on engagement. Jacobs’ take on creating a customer strategy is exactly what we’ve come to expect from her – unique, concise, and powerful. Great work, as always!
A strong customer engagement strategy makes sure every interaction delivers value.– Mia Jacobs
SaaS guru David Skok has become a household name over the years, and for a very good reason. Well, several reasons actually. In addition to his massive influence on the industry as a whole, Skok’s endless supply of sage wisdom has gained him the ears of software founders young and old. In one of his most widely-circulated pieces, Skok details exactly how to measure customer engagement to simultaneously increase conversion and lower churn!
The goal of a SaaS CEO should be to increase the profit they make from each customer (LTV), and lower the costs in sales and marketing that it takes to acquire each customer (CAC).– David Skok
Though we’ve never featured Growth Labs in our roundups before, we’ve been fans of their work for quite a while. This short and simple article outlines the ABCs of SaaS marketing as it applies to engagement, and does so beautifully. If there’s one “crash-course”-style post on this list, this is it!
Viable customer engagement is a key component to the sales growth and profit margins you’ve been dreaming about.– Growth Labs
Closing things out this week is Refiner‘s Moritz Dausinger. Included last due to its vastly different tone, this article aims to be the complete guide to understanding customer engagement scores. What is a CE score? How do you track it and why does it matter? Dausinger explains it all!
Monitoring the customer engagement score is by far the best way to increase trial and freemium account conversion rates, increase customer satisfaction, and reduce churn.– Moritz Dausinger
Thanks so much for joining us for another SaaS roundup. We hope to see you here again next Monday!