Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 105

SaaS Technical Support Benchmark Accountability 105

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Moderators keep their eyes on the road (and clock) to make sure speakers don’t veer the discussion too far off course, get stuck in a tangent, or miss a main point.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

SmartKarrot

MAY 28, 2020

It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. There are many factors that decide what is an acceptable benchmark and what exceeds it. Of course the end motive of every business is to maximize their profit. They are: The size of your company.

Benchmark 10

Benchmark SaaS B2C B2B 10

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

ChurnZero

DECEMBER 6, 2021

All SaaS companies can expect some level of customer churn. These are just a few of many possible reasons a SaaS company might see customers leave. These are just a few of many possible reasons a SaaS company might see customers leave. Then, you can identify the necessary course of action to reduce your churn rate.

Customer retention 98

Customer retention SaaS Feedback Benchmark 98

Nicereply

NOVEMBER 30, 2021

In fact, the Client WinBack Benchmark Study found that 26% of clients return with a strategic win-back campaign, their customer lifetime value doubles, and the ROI for reactivating past clients is 32X or more. E.g., SaaS customers who left due to price can be offered a special discount or access to a product’s premium features.

Surveys 104

Surveys B2C Benchmark Accountability 104

CustomerSuccessBox

DECEMBER 22, 2021

During the course of the relationship with your customer, there will be times when there might have been issues with escalations or product issues. Industry best practices Benchmarking studies How mature are their processes compared to competitors? What are some of the business goals s/he is responsible for in their company?

Benchmark 52

Benchmark B2B Best practices SaaS 52

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

Quiq

JULY 7, 2022

Find the number of customers you lost in that time period (don’t forget to account for new customers). Make sure to account for it. Next, figure out how to benchmark your numbers. Of course, the opposite could also be true. Divide the number of customers you lost by the number of customers you started out with.

Surveys 75

Surveys Customer retention industry standards Benchmark 75

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Here are three ways SaaS companies can address customer churn: 1.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

CustomerSuccessBox

MARCH 11, 2022

The purpose of the QBR is to review and keep the business on course [as well as] to facilitate [the team’s] thinking for particular circumstances, according to the QBR. 5 Internal QBR Benchmarks to Examine. Growth Potential: The forecast for the CSM’s account growth or churn.

Accountability 52

Accountability Benchmark Upselling SaaS 52

ChurnZero

MAY 29, 2020

With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. You want to retain your customers, of course. NRR provides the truest assessment of success with our customers.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Of course, no.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ChurnZero

DECEMBER 6, 2021

All SaaS companies can expect some level of customer churn. These are just a few of many possible reasons a SaaS company might see customers leave. These are just a few of many possible reasons a SaaS company might see customers leave. Then, you can identify the necessary course of action to reduce your churn rate.

Customer retention 52

Customer retention SaaS Feedback Benchmark 52

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. The current benchmark is set for 96% customer satisfaction, but they regularly surpass this number. Your communications should be clear at the office (of course) but also at your home and wherever work takes you.

call center software 59

call center software Call Center First call resolution Technical Support 59

ChurnZero

JANUARY 26, 2021

Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. That information is captured in an Account Plan which is a different exercise and tool altogether. . Simplicity is the name of Joint Success Plan game. The Customer Success Battle Plan.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Amity

JANUARY 27, 2016

In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. Join us, and a panel of three leading B2B SaaS executives on February 4 at 1pm ET , for a lively discussion on how to make the business case for investing in Customer Success Software. Schedule it in advance.

Upselling 57

Upselling SaaS Best practices Sales 57

SmartKarrot

JUNE 11, 2021

You need to choose the right course that offers trainings, more information, and certifications. The course is led by trainers who have 60+ years of combined experience in the customer success space. There are four levels in the course-. For course details, click here. For course details, click here.

Best practices 22

Best practices SaaS Accountability Education 22

Amity

FEBRUARY 9, 2016

" After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. If you are a customer success professional considering taking a role at a SaaS vendor, this test can give you a quick sense of how customer success operates there. The Amity Test.

SaaS 66

SaaS Enterprise Benchmark Upselling 66

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Amity

FEBRUARY 2, 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. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

SaaS 80

SaaS Education Customer retention Sales 80

CustomerSuccessBox

NOVEMBER 23, 2021

The two are of course complimentary and have their place in your overall marketing strategy. In the field, several key indicators are recognized as benchmarks. Google’s search engine algorithm takes into account the average scores obtained by companies. It is the opposite of what is called transactional marketing.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

aircall

MARCH 27, 2017

These milestones might look like a variation of the following: The x-axis of the customer journey map represents the benchmarks the customer successively reaches. That’s why mapping the customer journey takes into account post-purchase engagement , hopefully to the point of advocacy. Not accounting for external influences.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

Amity

OCTOBER 23, 2018

This really depends on your industry so you want to familiarize yourself with industry benchmarks. Expansion revenue can have a big impact on your SaaS metrics and your bottom line. Volume of up-sell or cross-sell (in other words, is the account growing, shrinking or staying the same). Number of users. Billing history.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Of course, paramount to the efficiency of a contact center is…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Kapta Customer Success

NOVEMBER 27, 2017

“Churn” is a term that gets used a lot in the Account Management and Customer Success conversations that we have here at Kapta. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates). How Much Does Losing a Customer Really Cost?

B2B 40

B2B Customer retention Accountability SaaS 40

Comm100

FEBRUARY 6, 2018

And it’s not just the cost per agent or interaction that companies need to take into account — deployment costs can also vary per software. Deployment : Cloud, SaaS, Web. Here are some other Industry-Specific CRMs by industry: Accounting. Education Link : A system for student management, invoicing, course management, and sales.

CRM 41

CRM Enterprise SaaS Marketing 41

SmartKarrot

OCTOBER 12, 2022

Customer account journey for B2B organizations can help with this. . The B2B customer experience is affected by various touchpoints throughout the customer account journey. So, how does one evaluate the account journey and make the necessary improvements? What is a customer account journey? So, let us get started.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

SEPTEMBER 8, 2020

Over the course of your relationship, if you keep adding value on a regular basis, then you don’t need a QBR. When results can be measured based on the feedback of your actions, you can check if your benchmarks are achieved. An allotted time brings in the aspect of accountability in your plan for achieving the goals. #4

Benchmark 10

Benchmark B2C Feedback B2B 10