SaaS Customer Engagement Metrics That Can’t Be Ignored

Totango

Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. In order to do that, you need to use the right SaaS customer engagement metrics. These metrics are practical measures of exactly how much, or how little, your customer is actively engaged with your product at any given time. Key Customer Engagement Metrics.

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All Things About SaaS Customer Service

ProProfs Blog

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. To answer it in this article, we’re going to look at: What is SaaS Customer Support?

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Top 5 SaaS Customer Success Health Metrics and 5 Runner-Ups

ClientSuccess

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics.

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Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

Totango

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. The following SaaS strategies for customer success are all based on using data to create an intuitive customer experience: Rapidly onboarding. Why SaaS Customers Churn.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Your best metrics are…”.

Customer Success Metrics

Amity

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. Expansion revenue can have a big impact on your SaaS metrics and your bottom line.

Exploring the Differences Between a Customer Success Manager and Account Manager

ClientSuccess

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. .

How to Increase Product Adoption Rates: Tips for SaaS Enterprises

Totango

External adoption and adoption flags are the most critical metrics. And by providing visibility into the status of each task, they ensure that all action items are completed and that no customer’s account slips under the radar. By keeping a close eye on each account and responding proactively to any issues, you can soften the learning curve and prevent churn. Congratulations! You’ve won a new customer and helped them learn how to use your product or service.

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The Most Important Customer Success Metrics to Track and How to Improve Them

Totango

Customer success metrics are used to discover what kind of customer experience you are really delivering. And with customer success metrics, you can measure whether your efforts are working. Customer Success Metrics Lead to Action. There are three critical areas of the customer experience that can be accurately measured using customer success metrics. Adoption Metrics: Measuring the customer’s use of the product. Let’s take a closer look at each metric.

Differences between Key Account Management and Customer Success

Kapta

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. For a more detailed look at how they’re different, here are some insights on how Key Account Management and customer success departments approach a few major topics: Client Focus.

CSM Metrics: Latest and Greatest Thinking

ClientSuccess

For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. New MRR churn gives CSMs a holistic picture of how all of your accounts are performing at any given time. .

Customer Success Management in SaaS – LiveChat Team Strategy

LiveChat

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans.

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Does Customer Success Mean Anything Outside of SaaS?

Amity

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. All companies, not just SaaS, should leverage technology.

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8 Customer Success Blogs Every Key Account Manager Should Read

Kapta

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. As a key account manager, it’s vital that you engage in Customer Success content that is insightful, valuable, and relevant, giving you that competitive edge to deliver amazing service to your clients. Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business. His focus is on vital metrics for growth.

7 Tips for Better SAAS Board Meetings

AskNicely

We interviewed directors of SaaS startups to get their insights. Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. To get even more accountable. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely.

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Secrets of successfully onboarding a B2B SaaS Customer

CustomerSuccessBox

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer.

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Data is the Path to Sales for SaaS Providers

Amity

Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. What you should do is identify who needs your SaaS and focus on market penetration.

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Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide

Totango

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage. Interactive Usage Metrics. Activation Metrics. Interactive Usage Metrics. Account ID. Account ID *.

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Customer Success Isn't Just a Feel-Good Name for Account Management

Amity

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Customer Success is much more than just a feel-good name for Account Management.

7 Tips for Better SAAS Board Meetings

AskNicely

We interviewed directors of SaaS startups to get their insights. Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. To get even more accountable. Here’s part two in our series on how to perform better in the boardroom.

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The New Ultimate Question for Customer Success and SaaS

ClientSuccess

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). Being upfront with issues and conflict can also build credibility and accountability.

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Data is the Path to Sales for SaaS Providers

Amity

Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. What you should do is identify who needs your SaaS and focus on market penetration.

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The Four Gears of B2B SaaS – Part 2

Amity

In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Four Gears Model for B2B SaaS. Reference Account Management. Four Gears Model for B2B SaaS.

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Customer Success Isn't Just a Feel-Good Name For Account Management

Amity

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. Customer Success is much more than just a feel-good name for Account Management.

SaaS customer retention best practices to maximize renewals

CustomerSuccessBox

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are.

Best practices for configuring a customer health score (and why single health score fails)

CustomerSuccessBox

TL;DR A single customer health score is not ideal for a B2B SaaS business. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Acting on poor leading metrics till health score is good. Perfect health for a B2B SaaS account.

Recorded Webinar: The Ultimate Guide to Customer Success Metrics

ClientSuccess

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Drive Organizational Alignment with Customer Success Metrics.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume.

How to Increase Revenues with a Better Renewal Process

CSM Practice

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. It forms the basis for the company’s profitability and valuation.

5 Bulletproof SaaS Strategies Proven to Build a Culture of Customer Success

ClientSuccess

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. Ultimate Guide to SaaS Customer Success Metrics.

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How Amity Can Help With SaaS CAC Efficiency Cranks

Amity

Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view.

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Crafting an overall Customer Health Score that brings in Predictability

CustomerSuccessBox

Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. I would love to know how you set up account health in your organization and has setting up the right health parameters helped you to be proactive? Who is this post for?

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6 Metrics that Help Calculate Your Customer’s Health & the SuccessScore™

ClientSuccess

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. In this post, we will cover six customer success health scoring metrics that will help you get started. 6 Customer Success Health Scoring Metrics. This is especially true when it comes to SaaS products and services.

How to Apply Metrics to Each Stage of the Customer Lifecycle

ClientSuccess

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Measuring Customer Success Metrics.

The Outcome Customer Journey: Defining Customer Handoffs, Success Metrics, and Outcomes Between Departments

ClientSuccess

Align Handoffs, Data Collection, and Success Metrics Between Departments. This means outlining clear touchpoints, data, success metrics, and outcomes to collect at each point of the customer lifecycle. Are there any product updates or releases that could appease this account?

How to Measure User Adoption and Increase Your Rates

Totango

Metrics are a means to an end. User adoption metrics, as with all customer success measurements, are a guide to future action. The fluidity of subscription and SaaS arrangements means customer value is no longer solely captured in a single up-front sales event.

3 Steps to Increase Your Customer Success Budget

CSM Practice

For example, if your company’s main goal is growth, you should identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Step 2: Metrics.

How Low Can You Go?! Customer Success for Your SMB Segment

CSM Practice

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.

How to Get Your Customer Success Budget Increased

CSM Practice

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Step 2: Metrics.

A Closer Look at On-Premise Customer Success Programs

CSM Practice

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. In many ways, Customer Success has become synonymous to SaaS. In this blog, I share their observations on the differences between Customer Success programs for SaaS and those for on-premise, derived from their professional experience over the past few years. Customer Success metrics. #1.