Jive

SEPTEMBER 4, 2018

At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. SaaS—Why it matters. SaaS-based services can be availed following a subscription model. Technology in 2018 is teeming with a wealth of acronyms. It’s also a trend that’s likely to continue.

voip 52

voip SaaS Technology Benchmark 52

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 106

SaaS Technical Support Benchmark Accountability 106

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Product Usage – is the account above 80% license utilization with high usage across all features? The same holds true for our vendors. Bolster Benefits With Blogs, Resources, and Newsletters.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. Rob]: Here’s an example. Is that the magic number SaaS businesses need to cross? .

SaaS 72

SaaS Metrics Surveys Customer retention 72

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. For example, sending automated emails to guide customers through their profile set-up sets the stage for future communication. Another strategic time to check-in with customers is when their usage level drops below desired benchmarks.

Best practices 96

Best practices Benchmark Education Surveys 96

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 85

Customer retention Journey mapping Benchmark SaaS 85

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. Hence, you need to consider multiple factors to find SaaS churn rate benchmarks.

Benchmark 10

Benchmark SaaS B2C B2B 10

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. To get even more accountable. External benchmarks are brilliant additions to any plan. For example “This is an operational matter that I’d like to now table. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely.

SaaS 68

SaaS Benchmark Metrics Accountability 68

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

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. To get even more accountable. External benchmarks are brilliant additions to any plan. For example “This is an operational matter that I’d like to now table. Here’s part two in our series on how to perform better in the boardroom.

SaaS 60

SaaS Benchmark Metrics Accountability 60

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. Assigning account managers. Activating accounts. What Is the Client Onboarding Process?

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) Examples: Salesforce , HubSpot , Netsuite , and Copper. .

CRM 87

CRM Finance Upselling Accountability 87

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. For example, part of the payoff in asking your customer to join an advocacy program is your recognition of them as an expert in their domain. product usage (does the account have above 80% account utilization with high feature usage?),

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. This may help them with benchmarking and goal setting. Call center agents benefit greatly from having access to reporting metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Totango

AUGUST 18, 2021

A freemium onboarding email sequence is a series of emails sent automatically to new freemium users to provide an orientation to your SaaS product and your brand. For example, it may provide a link to a portal where they can go to set up a password or log in and start setting up a profile. What Is a Freemium Onboarding Email Sequence?

Best practices 116

Best practices Benchmark SaaS Enterprise 116

JustCall

DECEMBER 7, 2022

With these, you can benchmark your team’s performance against its goals and decide on appropriate incentives and training programs. For example, ARR for a 5-yearly contract worth $100,000 would be $20,000. Annual revenue per user or account (ARPU/ARPA). 10 Metrics for Effective Sales Performance Analytics.

Analytics 52

Analytics Sales CRM Metrics 52

Quiq

JULY 7, 2022

Find the number of customers you lost in that time period (don’t forget to account for new customers). For example, here’s what it would look like if we had 100 customers at the beginning of the month and 90 customers at the end of the month: Customers lost ÷ customers at the start of the month x 100 = customer churn.

Surveys 75

Surveys Customer retention industry standards Benchmark 75

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

CustomerSuccessBox

DECEMBER 22, 2021

Industry best practices Benchmarking studies How mature are their processes compared to competitors? As a B2B SaaS business, you’re always interested in knowing what your peers are doing right. The next step is to complete the workstream and benchmark the progress towards the goals. What is the ROI?

Benchmark 52

Benchmark B2B Best practices SaaS 52

Amity

OCTOBER 10, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity: login stats, system usage. Health scores.

Management 64

Management SaaS Benchmark Accountability 64

SmartKarrot

FEBRUARY 9, 2022

The reason for that is customer retention is highly crucial for SaaS companies because – . Apart from focusing on retaining existing customers, SaaS companies need to concentrate more on their churn ratio. Apart from focusing on retaining existing customers, SaaS companies need to concentrate more on their churn ratio.

SaaS 10

SaaS Customer retention Upselling Benchmark 10

Amity

OCTOBER 5, 2015

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity : login stats, system usage. Here’s how health scores work.

Management 61

Management SaaS Benchmark Accountability 61

Totango

APRIL 16, 2021

In a SaaS context, it is especially useful when applied to onboarding emails in conjunction with digital-first customer success technology such as Totango Spark. We’ve already discussed the example of using names in onboarding emails. For example, you can reach out to a customer by name to follow up on a support issue.

Personalization 69

Personalization Upselling Benchmark SaaS 69

SmartKarrot

FEBRUARY 11, 2022

For every SaaS (Software as a Service) company, it is imperative to ensure that all customers derive benefits from their product. This is where the SaaS (Software as a Service) activation rate comes into the picture. As a B2B SaaS (Software as a Service) company, you need to showcase the value of your product as soon as possible.

SaaS 11

SaaS Feedback Benchmark Analytics 11

ChurnZero

SEPTEMBER 4, 2020

Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. Instead trigger your outreach based on the customer’s actions (or lack thereof). .

Metrics 87

Metrics Benchmark SaaS Accountability 87

delighted

MARCH 15, 2019

Think of a relationship survey as the big picture benchmark, and the transactional survey as the nitty gritty tactic that helps you accomplish your overarching customer experience goals. For support ticket feedback, would the customer service team like to benchmark their performance with a CES survey ? transaction).

Surveys 75

Surveys Benchmark B2B Feedback 75

Solvvy

AUGUST 31, 2022

For example, the customer experience can depend on how your employees treat customers or how well they like your products and services. Analysts that have studied NPS across industries have found that benchmarks vary. You can use those benchmarks to see how you compare to competitors — and to set goals for your business.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 103

Best practices SaaS Journey mapping B2C 103

SmartKarrot

DECEMBER 10, 2020

SaaS gamification is one such technique that has helped businesses up to a vast extent in this context. What is SaaS gamification? Benefits of SaaS gamification in Customer Success. One of the short and simplest gamification examples that drives customer engagement is in LinkedIn that you may have noticed.

Gamification 11

Gamification SaaS Education Upselling 11

ChurnZero

SEPTEMBER 7, 2018

List of the desired results or outcomes that the CSM is accountable to deliver. To see a real-life example, check out our very own job opening for a CSM. Over the past several years, B2B SaaS companies have made a wave of investments in growing Customer Success functions. Must-Have Skills and Experience. Upcoming Webinar.

Management 45

Management Education Benchmark SaaS 45

NobelBiz

FEBRUARY 15, 2023

An example of this would be creating training videos on using a social media solution to engage customers and potential customers or in case of a video, making the video available for employees to watch before going into customer contact. For example, monitor for at least one month or every three months. predicted for 2022.

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

Education Services Group

JUNE 4, 2020

An incubation model example: renewals. We recently ran a renewals incubation program for an ESG client, so we’ll use that scenario as an example. In this example, your goals are to increase communication with your customers ahead of the end of their subscription, boost renewals, and ensure your customers have a good experience.

Journey mapping 52

Journey mapping Construction Benchmark SaaS 52

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

B2B 108

B2B SaaS B2C Upselling 108

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

CSM Practice

SEPTEMBER 25, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. It should, at the very least, be done annually for a lower segment of accounts and quarterly for the more strategic accounts. To prevent churn, the CSM needs to be proactive to customer needs. Business Processes.

Accountability 65

Accountability Benchmark SaaS Surveys 65

ChurnZero

OCTOBER 22, 2020

Integration with voice of the customer and account-based marketing platforms will help with these goals. The role of Customer Success in keeping SaaS companies alive is too substantial to wing it by relying on a homegrown solution that accounts for a fraction of an outsourced product’s functionality.

CRM 59

CRM Customer retention Technology Best practices 59