Satrix Solutions

NOVEMBER 12, 2020

In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions , and Steve Bernstein, CEO and Founder of Waypoint , discuss the importance of including voice of the customer feedback when measuring customer health. Evan, customer health scores in SaaS are much more common these days.

SaaS 88

SaaS Feedback Best practices Accountability 88

Totango

MAY 6, 2021

And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. What Is Customer Retention? What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

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. For example, an essential onboarding KPI is time to complete onboarding.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. 5 Metrics that shape your SaaS customer support model. Use the right support metrics to lift your company’s SaaS model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

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

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

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. For example, you can set up Totango Spark’s SuccessBLOC modules to trigger automated messages based on specific customer behaviors. You can also elicit feedback after customers achieve customized benchmarks.

B2C 62

B2C Upselling Journey mapping B2B 62

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

OctopusTech

MARCH 1, 2023

Best Practices For Effective Inbound Calls Strategy 1. Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Quadient

OCTOBER 22, 2021

Not only a source of peer insight, but these are also powerful educational and training forums with deep resources from videos and test environments to example code and articles to short courses. CCM migration experts.

Journey mapping 52

Journey mapping Enterprise Benchmark SaaS 52

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

Solvvy

OCTOBER 25, 2022

For example, if you suspect website usability is a weakness, you can focus your survey on that issue. . To calculate your customer satisfaction index, focus surveys on specific areas of your business – for example, website user-friendliness, customer support experiences, product value, and service delivery. . Technology, 94%.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

delighted

MARCH 15, 2019

If you’re embarking on surveying thousands of people with different survey types, make sure you’re following survey design best practices. 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.

Surveys 74

Surveys Benchmark B2B Feedback 74

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 109

B2B SaaS B2C Upselling 109

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

Vonage

MAY 8, 2017

If you’re unsure on either of the above take a look at our top tips below for advice and best practice when scaling your business. Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base. Create the right ethos through comprehensive training.

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

ChurnZero

OCTOBER 22, 2020

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. The sacrifice of shared industry best practices and competition-fueled innovation. There’s also the competitive aspect to weigh.

CRM 59

CRM Customer retention Technology Best practices 59

ClientSuccess

DECEMBER 12, 2017

Reviewing an ended customer relationship is an opportunity to gather critical metrics and begin to set benchmarks. There could be a better way to introduce the CSM into the conversation during the end of the sales cycle, for example, or a more efficient way to discuss a new product feature. Are Your CSMs Equipped to Handle Churn?

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

SmartKarrot

MAY 28, 2020

In general, SaaS customer retention rates define the percentage of customers your company has retained for a given period. For instance, for companies offer SaaS products or services, customer retention is important since it affects directly the business profitability. What is SaaS Retention Strategy? .

Customer retention 10

Customer retention SaaS Upselling Analytics 10

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. For example, I’m an email provider, and a customer’s feature usage might look positive because they were hoping to extend their outreach. Irit: How do you come up with a benchmark?

Metrics 98

Metrics SaaS Surveys Self service 98

Callminer

AUGUST 1, 2017

Example: Campaign A has a high call volume but campaign B has less calls and the agents that are assigned campaign B are not busy. If all these points mentioned above are practiced, the contact center will have a great track record with their clients and agents alike. Bill Dettering. Scott Nazareth. Kristian Martell. ShoreGroupInc.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. For example, if your solution is sold to the HR team, as a CSM, you should provide ideas that would help optimize their key business processes, such as recruiting, supporting, and retaining great talent.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

SmartKarrot

JUNE 11, 2021

They teach customer success managers best practices that enable them to engage, manage, and retain customers. To earn the recognized Cisco certification, you need to pass the following exam- 820-605 DTCSM exam which tests discovery, benchmarking, evaluation, and enablement. There are four levels in the course-.

Best practices 22

Best practices SaaS Accountability Education 22

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. For example, I’m an email provider, and a customer’s feature usage might look positive because they were hoping to extend their outreach. Irit: How do you come up with a benchmark?

Metrics 52

Metrics SaaS Surveys Self service 52

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. For example, if we go to our financial advisor or lawyer with a specific solution in mind, they could simply agree and do what we tell them to do.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

SmartKarrot

FEBRUARY 9, 2022

You need the right technology partner to ensure product adoption , usage of best practices and ensure no data slips through the cracks to succeed. For example, if the retention score is good, you can show how the business has retained over time and that the probability of the revenue coming in is steady.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

SmartKarrot

NOVEMBER 25, 2020

Why should SaaS have all the fun? Just because customer success originated from the SaaS, that does not mean it should stick to the ‘as-a-service’ models only. All of the non-SaaS industries too put a spotlight on the customer and help them succeed. The non-SaaS businesses are all set to hop on the customer success plane.

Best practices 10

Best practices SaaS Benchmark Metrics 10

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. To chart progress toward goals, identify benchmarks that represent steps to success. Choose goals that fit your product and customers.

Journey mapping 88

Journey mapping SaaS Best practices Benchmark 88

Totango

FEBRUARY 15, 2019

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.

SaaS 70

SaaS B2C B2B Metrics 70

ChurnZero

JANUARY 26, 2021

I’ll explain each section and provide some examples you can reference as you build your own success plan. . Here’s an example of how to document key stakeholders: . Here are some examples of Anticipated Value: . For example: . Here are some examples of key results related to the objectives we outlined above: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

AUGUST 5, 2022

In addition to explaining what an online automated customer playbook is in detail, this article will show you how to effectively put one into practice so that it serves both the goals of your customers who use your product or service and your anticipated business outcomes and teams. Let us go through a customer success playbook example.

Scripts 10

Scripts Accountability Benchmark B2B 10

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. For the formula and examples, see Churnopedia entry: Net Revenue Retention (NRR). . Customer Lifetime Value. Customer Health Score.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

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? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Our favorite content from Annette : Unified CX: Real World Examples. Proactive or Reactive CX? CX Strategy and Skills “Then” vs. Now.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

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. Some examples are: Product Usage – this is the overall usage of your product. Volume of Support Tickets. CSAT Score (customer satisfaction).

Metrics 76

Metrics Best practices Customer retention SaaS 76

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