ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar.

SaaS 98

SaaS Benchmark Metrics Consulting 98

COPC

SEPTEMBER 30, 2022

RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. As a leader in the contact center industry, COPC Inc. helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. As a leader in the contact center industry, COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 104

Best practices SaaS Journey mapping B2C 104

Lumoa

FEBRUARY 14, 2024

Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

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

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. Establishing benchmarks representing progression and completion of onboarding.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 81

SaaS Best practices industry standards Consulting 81

SmartKarrot

AUGUST 2, 2023

In fact, it is essential for sustainable growth and long-term success for any business across industries. In addition to this, we will also highlight some great CS benchmarks that every Customer Success team should aim to achieve. FAQs and best practices are the best set of knowledge base resources, to begin with.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. If you are a SaaS business, churn is your devil with the pitchfork. But SaaS leaders know the importance of Net Revenue Retention and tracking it. It is an indicator of growth for SaaS businesses. What is Net Revenue Retention?

Upselling 52

Upselling SaaS Metrics Accountability 52

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

Depending on the industry, call systems can screen incoming calls and analyze the customer’s request. Then the software transfers the call to the rep who’s best suited to resolve the issue. Best Practices For Effective Inbound Calls Strategy 1. 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

This customer satisfaction score is the highest in the industry – by far. We help you transform customer communications and customer experience with industry-leading customer experience management (CXM) technologies and enablement tools that position you to outperform and get to value ahead of your competition. . CCM migration experts.

Journey mapping 52

Journey mapping Enterprise Benchmark SaaS 52

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Dave is an industry veteran and early leader for Customer Success Management. Andrew Rhodes.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Practice

NOVEMBER 4, 2019

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. Their inquiries include the best approaches to: Operationalizing the customer journey. Defining the Low Touch Segment.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Solvvy

OCTOBER 25, 2022

Researchers have found that CSAT scores and customer satisfaction indices will vary by industry. . Refer to Industry Benchmarks. Zendesk has a tool that allows you to enter your industry and see customer satisfaction benchmarks, such as: Corporate services, 95%. Financial services, 90%. Technology, 94%.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

CustomerSuccessBox

NOVEMBER 19, 2018

Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin. 1 : Many , as the name suggests, is designed to train a larger group of customers on best practices and ways to leverage the product via webinars, blogs, communities, etc. So what is the Valley of Death (VOD)?

SaaS 72

SaaS Metrics Benchmark Upselling 72

ClientSuccess

NOVEMBER 15, 2017

Customer success leaders can then measure and track these metrics against larger company benchmarks to build a better picture of overall customer satisfaction and health. While newer industries can afford to test out different strategies and pick and choose which areas of the customer experience to focus on (and we hope it’s all of them!),

Enterprise 40

Enterprise Journey mapping Management Benchmark 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

MARCH 15, 2019

It’s in everyone’s best interest as they can be a drag on growth, a waste of resources, and harmful to employee morale and industry word-of-mouth. Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Clearly churn has a big impact on a SaaS business.

SaaS 45

SaaS Best practices Morale Benchmark 45

delighted

MARCH 15, 2019

In fact, when the Temkin Group calculated the ROI of customer experience , they found that a moderate increase in customer experience can lead to an industry average of $775 million dollars in revenue growth over 3 years for a typical billion dollar company. Using a dedicated voice of the customer platform is also an option. transaction).

Surveys 75

Surveys Benchmark B2B Feedback 75

Satrix Solutions

JANUARY 2, 2019

As a proud partner of Totango, we’ve enjoyed presenting on a variety of topics, including Net Promoter Score best practices and sharing client success stories with relevant advice attendees can implement immediately. You might also find yourself shaking hands with a SaaS founder, venture capitalist, or senior customer success leader.

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

Taylor Reach Group

APRIL 9, 2019

The same is true for a call center; the company we work in, even the vertical or industry can make us more susceptible to certain call center maladies and others are purely the result of our own actions or inactions. Gauging Call Center Health. The final report should be forthcoming with a detailed presentation to senior officers.

Contact Center 126

Contact Center Call Center Consulting Consulting 126

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 latter is demonstrably not the case for the fast-growing industry of Customer Success. There’s also the competitive aspect to weigh.

CRM 59

CRM Customer retention Technology Best practices 59

ClientSuccess

JULY 12, 2017

3 Reasons Why Hubspot, Ominture, and ExactTarget Had SaaS Success. Stacey has been at Scale Venture Partners for over 17 years, and when asked what she looks for in a successful investment, she was quick to highlight three SaaS companies all from outside Silicon Valley: Hubspot, Omniture, and ExactTarget. High customer churn.

SaaS 40

SaaS Metrics Benchmark Best practices 40

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Set strategic direction for your team and translate it into actionable daily/weekly initiatives.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

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

JustCall

NOVEMBER 25, 2022

Businesses can use CI software to record meaningful discussions with potential customers, identify unsafe or illegal conversational subjects, train new salespeople on best practices, and for any other purposes where the analysis and transcription of sales calls is required. Top 10 Best Conversation Intelligence Software.

Real estate 52

Real estate CRM Coaching Contact Center 52

Callminer

AUGUST 1, 2017

A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ The best thing that you can do to increase efficiency at a contact center is…”. To implement continuous training. Bill Dettering. Scott Nazareth.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Education Services Group

SEPTEMBER 29, 2020

A good industry benchmark to reference is that it is six times more cost efficient to sell to your current install base than it is to bring on a new customer. And in the world of B2B SaaS, that time is money. For my CS peers – the first few points create a compelling case for more sales involvement, sooner.

Sales 52

Sales Benchmark B2B SaaS 52

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. 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. Before starting his firm, Thompson worked in the IT industry for fifteen years.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

SmartKarrot

MAY 28, 2020

In general, SaaS customer retention rates define the percentage of customers your company has retained for a given period. The significance of retention rates as metrics depends on the type of industry. The significance of retention rates as metrics depends on the type of industry. What is SaaS Retention Strategy? .

Customer retention 10

Customer retention SaaS Upselling Analytics 10

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. A second option is to sort the list of business outcomes your solution can help achieve by your client’s industry, niche, or size. To prevent churn, the CSM needs to be proactive to customer needs. Maturity Model.

Benchmark 53

Benchmark SaaS Accountability Best practices 53