Amity

OCTOBER 12, 2016

Saas Tattler Issue 94 - Let Your Emails Be Heard! • How to Send SaaS Onboarding Emails Without Being a Nag. To get a balanced view of your growth, you need to analyse both of these metrics on a regular basis, for two simple reasons: Retention matters, Upselling matters. You will come off as direct and forthcoming.

SaaS 64

SaaS Upselling Metrics Education 64

PeopleMetrics

APRIL 17, 2015

A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. Nonetheless, optimization is a critically important metric that we must quantify and strive to improve. A 99-cent mobile app may have a lower perception than a $999 SaaS suite. Response Times.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

CSM Magazine

JUNE 16, 2021

Simple, aggregated, anonymous operational metrics like those mentioned above can help brands understand what their customers uniquely need. Along with Joe Gelb and Hannan Saltzman, Gal founded Zoomin in 2016, bringing with him an extensive background in entrepreneurship.

Enterprise 52

Enterprise B2C B2B SaaS 52

ClientSuccess

FEBRUARY 21, 2017

Salesloft is one of the fastest growing startup companies in SaaS today, due in no small part to Katie’s attention to detail and her wealth of knowledge in the customer success space. As the 7th SalesLoft employee, Katie has seen customer success scaling first hand from a small company to the fast-growth SaaS organization SalesLoft is today.

SaaS 40

SaaS Technical Support Sales Engineering 40

ClientSuccess

OCTOBER 3, 2018

The “Subscribed” Podcast – These episodes going back to 2016 are such a great resource for on the fundamentals of customer success. Ultimate Guide to SaaS Customer Success Metrics. Question 3. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why?

Best practices 52

Best practices SaaS Metrics Accountability 52

aircall

JUNE 28, 2022

By the way, transparency is at the center of our values, that is why for the past eight years we’ve been communicating regularly to our entire team our most important metrics, our ARR, our NPS, our profit margins, and more. 2016: The Acceleration. We start 2016 with money in the bank and a huge momentum. At 9 p.m., The Maturity.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Squelch

MAY 27, 2019

Even more notably, in 2016, Forbes Insights and SAS concluded that 90 percent of global executives who used data analytics reported that they “improved their ability to deliver a superior customer experience.” From classic CX measurements like NPS, CES, and CSAT to support metrics (e.g.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

ClientSuccess

NOVEMBER 16, 2017

Footnote; elements of apology based on research by Roy Lewicki (2016), but tested and tweaked to perfectly fit a Customer Success context. Ultimate Guide to SaaS Customer Success Metrics. If a customer steps up and respectfully shows you certain shortcomings, your entire customer base will benefit from it in the long run.

Best practices 47

Best practices SaaS Engineering Feedback 47

Kayako

DECEMBER 31, 2015

A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. Now onto the best of 2015!

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

REVE Chat Blog

MARCH 11, 2020

customer service interactions via legacy channels like phone and email fell by 7% over the course of 2016 and 2017.” . Integrating your live chat in your SaaS app helps to provide in-app support and retain customers with your business. Live chat support reduces the queue time for the customer and improves customer satisfaction metrics.

Chatbots 64

Chatbots Real estate Sales Finance 64

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. 3 Ways to Elevate Customer Success in Your SaaS Business. McKinsey & Co.

SaaS 80

SaaS Education Customer retention Sales 80

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. She has also geared up many product-based SaaS companies as an Investor in recent times. Allison Pickens.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

JustCall

APRIL 13, 2020

Also, goal setting, scripting and a focus on relevant sales metrics is important. Track Relevant Sales KPIs and Metrics. ” Michael Tuso is the Director of Revenue Performance at Chili Piper – a 100% remote workforce SaaS firm since 2016. “ Remote selling means flexible working hours for sales reps.

Sales 98

Sales CRM Chatbots Analytics 98

SmartKarrot

JANUARY 18, 2022

SaaS (Software as a service) has become a buzzword in recent years. A SaaS company is a service provider that hosts applications and makes them available to customers over the internet. The SaaS company is responsible for maintaining databases and servers and making sure that users can access the applications from almost all devices.

SaaS 11

SaaS Finance CRM Analytics 11

ChurnZero

JANUARY 26, 2021

Each objective should have at least one Key Result, however it’s not unusual for an objective to have two or three metrics associated with it. Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. . . A – Attainable. R – Relevant. Key Result.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. He helps SaaS companies grow by taking full advantage of the SaaS business model and unique distribution methods this model allows. . Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. Track the right metrics. To successfully deal with all these activities you are also going to need a reliable system of metrics for tracking customer retention. Repeat Purchase Metrics. Customer Churn Rate.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. Know Your Metrics. You have to know your metrics and how to talk about them, both to your Executive staff and the people who work for you.”.

Metrics 40

Metrics Airlines SaaS Education 40

Talkdesk

JUNE 2, 2016

This blog post is an Opentalk 2016 panel recap. TIEN : It feels like every SaaS company has that moment where they look at customer success and churn and it doesn’t look good. NICK : CS starts out with an unsustainable proposition: “We’re going to make everyone happy and we have no metrics for measuring it.” CS Missteps.

SaaS 40

SaaS Metrics Marketing Technology 40

The Petrova Experience

JUNE 22, 2021

Most SaaS providers will say this is their biggest client experience challenge. When we were doing the self-service program in JetBlue Airways, we did not start working with our vendors until we spent many (painful) hours digging in with our data team into what metrics we could track and what we could not. Mistake #1. Mistake #3.

Customer Experience 59

Customer Experience Banking Government Healthcare 59

Amity

JUNE 28, 2016

Now that we’re halfway through 2016, we can check in on how accurate some of those 2015 predictions were, and how those trends are impacting Customer Success. Back in February, HubSpot shared this infographic , highlighting data-driven decisions as a trend to watch in 2016. Driven by data.

B2B 51

B2B Outbound sales Accountability Sales 51

Talkdesk

JUNE 1, 2016

This blog post is an Opentalk 2016 panel recap. JASON : I’ve invested in 21 SaaS companies. I’ve become a fan of looking at B2B products in the way you would look at B2C products; that is, measuring smaller metrics like time in app and daily active users. For more Opentalk content, check out Opentalk Full Coverage.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

CrazyCall

APRIL 9, 2019

Then in 2016 she became one of the Top 50 Marketing Thought Leaders and joined the ranks of Inc. In 2016, The Bridge Group expanded their offer with Account Based Revenue services. Startup Sales Bootcamp is the largest program of it’s kind in New York that teaches people how to effectively sell complex SaaS products.

Sales 133

Sales Consulting Consulting Coaching 133