Education Services Group

MARCH 18, 2020

This also means that CS is primarily referenced with some level of connection to SaaS. But just because CS originated within SaaS does not mean that it only applies to businesses with an ‘as-a-service’ business model. I challenge you to think of an industry in which helping customers succeed isn’t beneficial. This is 100% true.

SaaS 52

SaaS Best practices Metrics Benchmark 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC?

SaaS 98

SaaS Benchmark Metrics Consulting 98

ChurnZero

NOVEMBER 11, 2022

The top metrics in CS are all revenue metrics. NRR, which tracks the percentage of recurring revenue retained from existing customers, is now the top metric for CS teams in almost every revenue band. Read more on Customer Success industry trends: . Learn from three SaaS CEOs. However, 76.5%

SaaS 98

SaaS Metrics Best practices Benchmark 98

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Focusing on internal benchmarks is where you want to start looking.

Benchmark 83

Benchmark Telecommunications Feedback Metrics 83

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, became essential to SaaS companies. Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’ Why NRR benchmarks are dangerous.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. If you are a SaaS business, churn is your devil with the pitchfork. But SaaS leaders know the importance of Net Revenue Retention and tracking it. NRR is the most widely used customer success metric.

Upselling 52

Upselling SaaS Metrics Accountability 52

Amity

SEPTEMBER 6, 2018

Below is a helpful list filled with insight from some of the industry's top professionals on dealing with churn. SaaS Churn Rate: What’s Acceptable? Lincoln Murphy dives right into the topic of churn, and what an acceptable churn rate should be, by asking this questions “Is 5% a good monthly SaaS Churn Rate?”

SaaS 64

SaaS Benchmark Metrics Consulting 64

COPC

SEPTEMBER 30, 2022

RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. The innovative technology aligns quality results with the customer experience and key business metrics. As a leader in the contact center industry, COPC Inc. About COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

OctopusTech

MARCH 1, 2023

Depending on the industry, call systems can screen incoming calls and analyze the customer’s request. Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Satrix Solutions

NOVEMBER 12, 2020

Evan, customer health scores in SaaS are much more common these days. We work with a lot of SaaS companies where customer health scores are prominent. They can be prominent in companies outside of SaaS, but software is leading the way in this regard. For example, the industry talks a lot about support tickets.

SaaS 88

SaaS Feedback Best practices Accountability 88

Solvvy

OCTOBER 25, 2022

A customer satisfaction index uses survey data to calculate a metric that gives you an idea of how well your business performs. Researchers have found that CSAT scores and customer satisfaction indices will vary by industry. . Refer to Industry Benchmarks. However, CSI can help address those limitations. .

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q: What key metrics can Customer Success share with product to help prioritize their goals? What are your metrics? Those metrics are going to look at the impact.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

SmartKarrot

AUGUST 2, 2023

In fact, it is essential for sustainable growth and long-term success for any business across industries. In addition to this, we will also highlight some great CS benchmarks that every Customer Success team should aim to achieve. CSAT Benchmark: Aim for a CSAT score of 90% or higher. NPS Benchmark: Target an NPS of 70 or above.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Establishing benchmarks representing progression and completion of onboarding.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 81

SaaS Best practices industry standards Consulting 81

CustomerSuccessBox

NOVEMBER 19, 2018

Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin. You want to train them in bulk, teach them other ways top clients are using your product and teach them key industry insights. What is the one metric which would tell me if I have avoided the VOD or I’m in it?

SaaS 72

SaaS Metrics Benchmark Upselling 72

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. First , actively monitoring your CRR provides you with an objective metric to measure the effectiveness of your customer retention strategy.

Customer retention 87

Customer retention Upselling Enterprise Benchmark 87

Amity

JANUARY 13, 2016

In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact. A Guide of SaaS Companies. In this article, Benjamin Brandall provides a guide to the importance of Customer Success for SaaS companies. • What Does "Customer Success" Mean for SaaS Startups.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. What Is Customer Lifecycle Management? organizations in mature markets are forced to adhere to certain type of standards.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ClientSuccess

JULY 12, 2017

3 Reasons Why Hubspot, Ominture, and ExactTarget Had SaaS Success. Stacey has been at Scale Venture Partners for over 17 years, and when asked what she looks for in a successful investment, she was quick to highlight three SaaS companies all from outside Silicon Valley: Hubspot, Omniture, and ExactTarget. Net retention.

SaaS 40

SaaS Metrics Benchmark Best practices 40

Amity

APRIL 25, 2016

Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Dave is an industry veteran and early leader for Customer Success Management. Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. Dave Blake.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 52

Metrics SaaS Surveys Self service 52

Quiq

JULY 7, 2022

Share This Story Customer churn rate is a scary metric. Was there anything unique happening in your business, the industry, or even globally that could be skewing your numbers? Next, figure out how to benchmark your numbers. Is there an industry standard? Left unchecked, it’s a silent business killer.

Surveys 75

Surveys Customer retention industry standards Benchmark 75

CSM Practice

OCTOBER 15, 2019

A steady stream of recurring revenue is essential for any SaaS company. Optimizing the renewal process is the solution to stabilizing and maintaining the recurring revenue streams from SaaS clients. A TSIA benchmark study on renewal rates showed that there is a 13.7 Automation and Communication.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Mature SaaS companies are generally more concerned with the elements of scaling customer success. Segmentation is often based on revenue or ARR but it can also be based on geography, industry, product, etc.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 104

Best practices SaaS Journey mapping B2C 104

Solvvy

AUGUST 31, 2022

It is a common key performance indicator (KPI) that businesses across all industries use to keep their customer service and support teams on track. Also, it may be difficult for a business to determine whether an NPS score is good for their industry or their market. CSAT Industry Benchmarks. What Is Customer Satisfaction?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 48

SaaS Best practices industry standards Consulting 48

PeopleMetrics

APRIL 17, 2015

This subjective perception makes CX optimization evasive, ambiguous, and challenging to measure and benchmark. Nonetheless, optimization is a critically important metric that we must quantify and strive to improve. However, to enhance your CX, you must first measure and benchmark it. The Economics of Customer Experience.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106