PeopleMetrics

JANUARY 13, 2017

When you are selling a SaaS product, you really need to think about what you’re actually selling. It seems like an obvious truth (after all, they are called Software-as-a-Service products), but many SaaS companies lose sight of the service side of things - they strive toward the goal of a no-touch sales organization. Trust the Metrics.

SaaS 54

SaaS Benchmark Metrics Education 54

Totango

MAY 6, 2021

What Is Customer Retention? Customer retention refers to the act and process of keeping customers as loyal repeat buyers who are likely to promote your brand to others. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses.

Customer retention 74

Customer retention Best practices Education Benchmark 74

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%. Re-Training.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Irit: How do you come up with a benchmark? I would say in onboarding too, even more common is customer satisfaction score (CSAT). Even a customer effort score (CES), how difficult was this or how easy was this?

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Irit: How do you come up with a benchmark? I would say in onboarding too, even more common is customer satisfaction score (CSAT). Even a customer effort score (CES), how difficult was this or how easy was this?

Metrics 52

Metrics SaaS Surveys Self service 52

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Best practices Customer retention SaaS 76

aircall

NOVEMBER 4, 2016

Studies show that computer-telephone integration r educes the average length of a call. Therefore, your team increases its productivity, and your customers enjoy a higher quality of service. This feature increases customer satisfaction by saving the customer time and frustration. Focus on success.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83