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How much do SaaS companies spend on CS?

ChurnZero

We’ve conducted an annual survey of customer success leaders for four consecutive years. We thought it would be useful to go back through all of the reports and curate a neatly organized list of statistics the survey has gleaned around the customer success budget. Survey data on 2021 customer success budgets Economic context: The U.S.

SaaS 52
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Q&A recap: crash course in Customer Success and SaaS metrics with Dave Kellogg

ChurnZero

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98
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SaaS churn rate benchmarks: and how to do better yourself!

SmartKarrot

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.

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Understanding Your CSAT Score

Solvvy

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
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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

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). Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark.

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CSAT vs. NPS: Understanding Customer Success Metrics

Solvvy

In competitive markets, like software, banking, financial, and consumer services, people have various options for where to do business. Software as a Service (SaaS) companies, for example, need to build monthly recurring revenue (MRR) to operate. Sample calculation: A business surveys 500 customers.

Metrics 106
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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.