Education Services Group

MARCH 18, 2020

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. This also means that CS is primarily referenced with some level of connection to SaaS. Non-SaaS businesses are hopping on board the Customer Success train to meet market demand and consumer expectations.

SaaS 52

SaaS Best practices Metrics Benchmark 52

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Watch this webinar to cover: A deep dive on 2020 SaaS retention benchmarks and the impacts the pandemic has had. Overview of the current B2B SaaS market and valuation drivers. Speakers: Rob Belcher, Managing Director, SaaS Capital.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

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. If so, what are the main changes that you’ve seen in the market towards onboarding? Irit: How do you come up with a benchmark? We also look at this in a 30-day period.

Metrics 98

Metrics SaaS Surveys Self service 98

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. Customer service. Customer success.

B2B 115

B2B Journey mapping SaaS Engineering 115

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. According to customer service best practices, understanding what customers want should be the first step for firms.

Advertising 120

Advertising SaaS Wait times Multichannel 120

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

SEPTEMBER 9, 2022

Best practices for effective QBR meetings. For SaaS B2B clients, QBR meetings tend to focus on assessing value as measured by KPI performance benchmarks. Generate a report summarizing KPIs benchmarks from the last QBR and progress toward them. Use Benchmarking Data. How to run your meeting. Demonstrate ROI.

Best practices 18

Best practices Benchmark Metrics B2B 18

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? How to Get Your Customer Success Tech Stack in Order – Discover the best practices to keep in mind when building out your CS technology stack. Customer: What’s the Difference& Why Does it Matter?

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

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. And there’s so many metrics you can track ! What can it tell you?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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. If so, what are the main changes that you’ve seen in the market towards onboarding? Irit: How do you come up with a benchmark? We also look at this in a 30-day period.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

JANUARY 18, 2021

Imagine SaaS to be a dating site! Referrals: The technique of ‘Word of Mouth’ works wonder in the marketing segment. Best Practices to get Customer Love. On similar tracks, you can redeem the love of your customer too, if you follow these five battle-tested practices. Bear with me for a minute.

Best practices 10

Best practices SaaS Feedback Benchmark 10

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. This makes a well-designed onboarding email sequence critical for an effective freemium marketing strategy. What Is a Freemium Onboarding Email Sequence?

Best practices 115

Best practices Benchmark SaaS Enterprise 115

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. Heather Timney , Vice President, Marketing & Partnerships. Benchmarking.

SaaS 88

SaaS Feedback Best practices Accountability 88

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

Education Services Group

DECEMBER 4, 2019

In the age of SaaS, this is an indisputable fact. Where previous benchmark surveys have placed customer retention as a business’ highest priority, CRO is an approach that unifies both short-term revenue goals and long-term customer relationships — the core of any Customer Success strategy. Here’s how the two concepts work together.

SaaS 59

SaaS Benchmark Customer retention Sales 59

Lumoa

FEBRUARY 14, 2024

External factors like market demand, pricing trends, or competitors’ initiatives can arise at any time, setting off a chain reaction that affects your overall CX. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. Thanks to its expansive nature, CX strategies are constantly in flux.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

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

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. Nate specializes in digital marketing as well as data curation and protection. Nate Masterson @MapleHolistics.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CustomerSuccessBox

AUGUST 10, 2021

Any changes in the market, like trends and customer usage, may also require revisiting the customer health score. Contrarily, only 1% of companies only maintain customer health to benchmark against a best-in-class customer and overall ROI. Suggested Reading: 6 Exclusive Hacks To Accelerate Customer Retention For Your SaaS.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

CustomerSuccessBox

DECEMBER 22, 2021

If you’re in a b2b business and mainly catering to mid-market enterprise business, your end goal is obviously to delight your end-users. Industry best practices Benchmarking studies How mature are their processes compared to competitors? Understanding the Executive sponsor business goals? What is the ROI?

Benchmark 52

Benchmark B2B Best practices SaaS 52

Quadient

OCTOBER 22, 2021

It’s that mentality that has driven the highest customer success scores in the market for three years running. . It takes a village to be successful, and with Quadient, you have unparallel access to an expert support team that shares collective wisdom of best practices. We pioneered the CCM market. CCM migration experts.

Journey mapping 52

Journey mapping Enterprise Benchmark SaaS 52

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. Best Practices For Effective Inbound Calls Strategy 1. This may help them with benchmarking and goal setting. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Director of Marketing - ServiceRocket. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. GVP Customer Success - Oracle Marketing Cloud.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. It’s used to forecast the financial sustainability and trajectory of SaaS businesses, and therefore their valuation. Net Promoter Score®.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

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

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. The most basic way to do this is to address customers by name, a technique familiar with email marketing. You can also elicit feedback after customers achieve customized benchmarks.

B2C 62

B2C Upselling Journey mapping B2B 62

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

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. It is more common to be developed and maintained by SaaS companies with CSM to customer ratio of 60 or less. How to Score Customer Health.

Surveys 64

Surveys SaaS Benchmark Upselling 64

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Look at Sales.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

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. Can Customer Success really be held with the same importance of sales, marketing and product departments? • What Does "Customer Success" Mean for SaaS Startups.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

Education Services Group

JANUARY 19, 2021

Last year, we, along with our CS friends at ChurnZero and Higher Logic, embarked on an ambitious project to check-in with the CS community as a whole and find out more about the industry’s current place in SaaS business and uncover the trends influencing its growth. Benchmarking the blastoff. A spotlight on Customer Success.

Finance 52

Finance SaaS Benchmark Surveys 52

Amity

JANUARY 27, 2016

In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. Join us, and a panel of three leading B2B SaaS executives on February 4 at 1pm ET , for a lively discussion on how to make the business case for investing in Customer Success Software. Before Closing a Deal.

Upselling 57

Upselling SaaS Best practices Sales 57

ChurnZero

JANUARY 26, 2021

Through this partnership, we create customer advocates in the market who will provide references and referrals, we renew customers at higher rates, and we have the opportunity to expand revenue by selling additional products and services into our existing customer base. Alan Alda, Manager of Recruitment Marketing. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Taylor Reach Group

APRIL 9, 2019

Most managers manage from point to point in a sequential process: “OK, today I will focus on the new cross selling initiative and tomorrow on agent occupancy and then Thursday on the forecast revision that we need to do based upon the new marketing materials we are using next quarter.”

Contact Center 126

Contact Center Call Center Consulting Consulting 126