PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. You could be dead by then. I’m not joking.

SaaS 96

SaaS Feedback Surveys B2B 96

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Bolster Benefits With Blogs, Resources, and Newsletters. You can include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. Blog content.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 106

SaaS Technical Support Benchmark Accountability 106

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 85

Customer retention Journey mapping Benchmark SaaS 85

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. After specific product adoption benchmarks have been achieved. Click to download. Use a Product Analytics Map for Your Product. After onboarding has been completed. Monitor Product Review Websites.

Feedback 102

Feedback Benchmark Surveys Analytics 102

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. You can schedule NPS survey requests to be automatically emailed to customers who reach designated benchmarks in their customer journey , such as completing onboarding or using your product for a specific length of time.

Best practices 96

Best practices Benchmark Education Surveys 96

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. We will be discussing all Net Revenue Retention in this blog. 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.

Upselling 52

Upselling SaaS Metrics Accountability 52

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 93

Journey mapping SaaS Upselling Enterprise 93

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. We hope that our blog helps to simplify and guide you. 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.

SaaS 81

SaaS Best practices industry standards Consulting 81

Amity

APRIL 25, 2016

The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. Follow her weekly blog posts on Customer Success best practices. The Gainsight Blog. C CO Council Blog. The Gainsight Blog. C lientSuccess Blog.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. After specific product adoption benchmarks have been achieved. Use a Product Analytics Map for Your Product. After onboarding has been completed. After a customer support issue has been resolved.

Feedback 71

Feedback Benchmark Surveys Analytics 71

Totango

AUGUST 18, 2021

In this blog, we’ll cover what freemium onboarding email sequences are before we take a closer look at what types of emails go into successful onboarding campaigns. 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.

Best practices 116

Best practices Benchmark SaaS Enterprise 116

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, became essential to SaaS companies. The existence of this benchmark shows how far CS has come, but there’s still further to go. Why NRR benchmarks are dangerous. One of the most common questions in SaaS is “What’s a good NRR?”. Be prepared to be benchmarked.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. Subscribe to our newsletter for upcoming virtual RYG details, plus get our latest blog, resources, and event updates delivered to your inbox each week. Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. Related Reading.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

Lumoa

FEBRUARY 14, 2024

Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. Multiple CX software as a service (SaaS) solutions like Lumoa are available, which automate many CX tasks, offer a granular perspective for in-depth analysis, and streamline upgrading your CX strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CustomerSuccessBox

DECEMBER 22, 2021

In this blog, we answer a few pertinent questions-. 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. Well, it is easier said than done. Read ahead to find out. What is the ROI?

Benchmark 52

Benchmark B2B Best practices SaaS 52

SmartKarrot

FEBRUARY 9, 2022

The reason for that is customer retention is highly crucial for SaaS companies because – . Apart from focusing on retaining existing customers, SaaS companies need to concentrate more on their churn ratio. Apart from focusing on retaining existing customers, SaaS companies need to concentrate more on their churn ratio.

SaaS 10

SaaS Customer retention Upselling Benchmark 10

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. Some of the questions asked in the survey were similar to the core TSIA benchmark. Defining the Low Touch Segment.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

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

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. We hope that our blog helps to simplify and guide you. 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.

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. We hope that our blog helps to simplify and guide you. 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.

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. We hope that our blog helps to simplify and guide you. 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.

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. We hope that our blog helps to simplify and guide you. 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.

SaaS 48

SaaS Best practices industry standards Consulting 48

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. Here are three ways SaaS companies can address customer churn: 1.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

Spearline

APRIL 13, 2023

The results of each test are delivered through our Voice Assure platform which is a SaaS-based graphic user interface (GUI) that can be accessed from anywhere in the world using a browser with an internet connection. Each was created to monitor for and help resolve a specific issue encountered by our customers.

Benchmark 52

Benchmark SaaS Enterprise Contact Center 52

OctopusTech

MARCH 1, 2023

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. 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

CSM Practice

OCTOBER 15, 2019

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. A TSIA benchmark study on renewal rates showed that there is a 13.7 Automation and Communication.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . Here are a few actionable ways to use your new secret weapon to help customers: Set designated service level benchmarks and ask CSMs to meticulously track progress against these goals.

Benchmark 59

Benchmark Upselling Accountability Customer centricity 59

Totango

MAY 6, 2021

As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. Frame their goals in terms of measurable KPIs and benchmarks, which provides transparency about their objectives and enables you to automatically track their progress. What Is Customer Retention?

Customer retention 74

Customer retention Best practices Education Benchmark 74

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. Read on to learn the keys to effective customer success for SaaS clients. Read on to learn the keys to effective customer success for SaaS clients. How Is Customer Success for SaaS Different from Other Businesses.

Best practices 103

Best practices SaaS Journey mapping B2C 103

aircall

FEBRUARY 26, 2018

2 cloud-based call center software by GetApp, the premier research and review site for businesses exploring SaaS solutions. The current benchmark is set for 96% customer satisfaction, but they regularly surpass this number. Until then, all we can do is post interesting, useful, and fun content to our blog and social media accounts.

call center software 59

call center software Call Center First call resolution Technical Support 59

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. For this blog, we’re going to focus on the customer journey that begins the moment a sale is closed. Ultimate Guide to SaaS Customer Success Metrics.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Totango

MARCH 5, 2021

Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. For example, in the SaaS industry, 35% is a good retention rate. The post How to Calculate and Improve Your Customer Retention Rate appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Customer retention 86

Customer retention Upselling Enterprise Benchmark 86

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. What Is Customer Loyalty?

B2B 108

B2B SaaS B2C Upselling 108

Amity

APRIL 15, 2016

Many customers who use SaaS products follow the same path. In an earlier blog post about how to be a strategic partner and retain revenue [link], we talked about the concept of being a strategic partner to your customers. In time, running may become so enjoyable that you may want to start doing short races. Motivation.

SaaS 56

SaaS Benchmark Upselling Consulting 56

Totango

JUNE 4, 2021

For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. You can also elicit feedback after customers achieve customized benchmarks. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62