ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS.

SaaS 45

SaaS Benchmark Surveys Feedback 45

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. Touchpoints also include occasions when clients interact with your software app in a SaaS context. What functions the interaction serves.

B2B 117

B2B Journey mapping SaaS Engineering 117

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

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. After specific product adoption benchmarks have been achieved. Conduct CSAT and NPS Surveys. Click to download. Use a Product Analytics Map for Your Product. Monitor Product Review Websites.

Feedback 103

Feedback Benchmark Surveys Analytics 103

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. The same holds true for our vendors. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. In a recent survey, 94% of the CS professionals rated churn reduction to be the highest priority. This takes into account the downgrades or upgrades with customer growth. I don’t think so.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. Another way to check-in with customers is by sending periodic satisfaction surveys. For example, Net Promoter Score (NPS) surveys ask customers how likely they would be to promote you to a friend or colleague.

Best practices 97

Best practices Benchmark Education Surveys 97

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

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. After specific product adoption benchmarks have been achieved. Conduct CSAT and NPS Surveys. Use a Product Analytics Map for Your Product. After onboarding has been completed.

Feedback 72

Feedback Benchmark Surveys Analytics 72

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 94

Journey mapping SaaS Upselling Enterprise 94

CustomerSuccessBox

AUGUST 10, 2021

At every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. Conversely, survey results have revealed that 26% never update their customer health score algorithm. Who Is Using a Customer Health Score?

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

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. That can easily be done by asking for customer feedback through surveys. What caused you to leave our company?

Surveys 104

Surveys B2C Benchmark Accountability 104

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 86

Customer retention Journey mapping Benchmark SaaS 86

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. It’s a large, open-ended question, and something we talk about almost daily. Last year, 63.3%

Coaching 52

Coaching Benchmark Consulting Consulting 52

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.) What is a CRM? Who owns it? Sales or Sales Operations. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. VoC platforms generally include proven CX survey templates, and can help you manage and analyze all of the incoming feedback.

Surveys 75

Surveys Benchmark B2B Feedback 75

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. Customer surveys. Survey customers at pivotal moments in their customer journey—particularly where you see the biggest drop off.

Surveys 75

Surveys Customer retention industry standards Benchmark 75

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. product usage (does the account have above 80% account utilization with high feature usage?), satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?),

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

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. 2. Segment the Opportunity.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

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

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Some of the questions asked in the survey were similar to the core TSIA benchmark.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

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. Ben M Roberts @Roberts_Ben_M.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ChurnZero

MARCH 15, 2019

The Scenario: You get a notification that you have been assigned a new customer account. You log into your Customer Success software platform and start reviewing the account notes and details that came over from Sales. Did you know: For every 1% increase in revenue retention, a SaaS company’s value increases by 12% after five years?

SaaS 45

SaaS Best practices Morale Benchmark 45

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. What this is showing is a group of all of the accounts in onboarding. Irit: How do you come up with a benchmark?

Metrics 98

Metrics SaaS Surveys Self service 98

CSM Practice

SEPTEMBER 25, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. This inquiry can be carried out by a survey for smaller clients. It should, at the very least, be done annually for a lower segment of accounts and quarterly for the more strategic accounts.

Accountability 65

Accountability Benchmark SaaS Surveys 65

CSM Practice

APRIL 13, 2021

Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. At the heart of the SaaS business model is increasing customers’ value over their lifetime. Prepare to benchmark data to see how well your customer is doing in comparison to their competitors. . Challenges.

Management 52

Management Customer retention Upselling Accountability 52

Education Services Group

JUNE 4, 2020

What if you have a fledgling new CS organization, or are introducing CS into a non-SaaS business ? The scope could be implementing an account plan developed specifically for your customers, and the incubation would begin by testing the process on a cross-section of your client base. Apply virtual CSM resources to your problem areas.

Journey mapping 52

Journey mapping Construction Benchmark SaaS 52

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. What this is showing is a group of all of the accounts in onboarding. Irit: How do you come up with a benchmark?

Metrics 52

Metrics SaaS Surveys Self service 52

aircall

NOVEMBER 4, 2016

Your log keeps a detailed account of every call, and you can cross-reference that information with other integrated services. You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. Survey customer satisfaction through user habits.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

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. 3 Reasons You Don’t Need a Survey to Listen to Customers. Five Ways to Make Your Surveys Matter. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. This inquiry can be carried out by a survey for smaller clients. It should, at the very least, be done annually for a lower segment of accounts and quarterly for the more strategic accounts.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

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

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. Bill Dettering. and then measure them obsessively, rewarding improvement.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

aircall

NOVEMBER 4, 2016

Your log keeps a detailed account of every call, and you can cross-reference that information with other integrated services. You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. Survey customer satisfaction through user habits.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54