ChurnZero

OCTOBER 22, 2020

When it comes to customer retention, there’s business-altering revenue at risk. 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. There’s also the competitive aspect to weigh.

CRM 59

CRM Customer retention Technology Best practices 59

Amity

DECEMBER 17, 2014

Aside from new delivery methods and pricing structures, SaaS companies are also expecting their technology investments to provide metrics that help them manage the customer lifecycle – from conversion through to retention, renewals and growth. Amity: Is there a difference between a subscription business and a SaaS business?

Metrics 48

Metrics SaaS Benchmark Customer retention 48

Netomi

JANUARY 5, 2022

Bill is an award-winning speaker, blogger, and writer in the areas of customer service for front-line associates and leadership for managers. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JUNE 17, 2022

The most important metrics to track include customer commitment to the platform (spending time in the app and exploring its full breadth), customer engagement with your team (interacting with the CSM for high-touch models and with support and resources for low-touch models), and impact on business outcomes and time to value.

Metrics 98

Metrics SaaS Surveys Self service 98

ClientSuccess

JULY 23, 2019

If I were asked to implement a CS program today, the first thing I’d do is define what success looks like (both internally for our company and externally for our customers). Internally – define customer retention rates, understand who your reference-able clients are, map out customer lifecycles and journeys within your organization.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

aircall

MARCH 27, 2017

These milestones might look like a variation of the following: The x-axis of the customer journey map represents the benchmarks the customer successively reaches. This journey begins right before a prospective customer becomes aware of your brand and goes beyond the point of purchase. Identify customer touchpoints.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

ChurnZero

JUNE 17, 2022

The most important metrics to track include customer commitment to the platform (spending time in the app and exploring its full breadth), customer engagement with your team (interacting with the CSM for high-touch models and with support and resources for low-touch models), and impact on business outcomes and time to value.

Metrics 52

Metrics SaaS Surveys Self service 52

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

CustomerSuccessBox

AUGUST 16, 2022

rightfully makes it to the top of the list as it is one of the longest-running Customer Success podcasts of all time. It primarily focuses on churn, and customer retention contains relevant data and thus, highly appeals to Customer Success Managers. Masters of SaaS. Link to the podcast: Masters of SaaS.

SaaS 52

SaaS Chief Customer Officer B2B Benchmark 52

SmartKarrot

AUGUST 5, 2022

Email templates, call scripts, meeting schedules, customer call presentations, or even additional instructions and FAQs to be distributed might all be included in the materials. The purpose of asset creation is to ensure that your CSM has all the necessary resources when working on a task for a customer.

Scripts 10

Scripts Accountability Benchmark B2B 10

ClientSuccess

JULY 16, 2021

But, if you don’t have a Customer Success Platform right now, that’s ok, consider using a BI platform like Tableau or Domo.or, just consider starting simple by building your Health Score in Excel, which can still be very powerful and helpful for you. The ability to do this quickly should increase customer retention.

Construction 52

Construction Metrics Customer retention Surveys 52

SmartKarrot

DECEMBER 2, 2022

What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? A typical SaaS company, regrettably, is not doing enough to maximize this source of money. . Different Types of SaaS Expansion. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

ChurnZero

NOVEMBER 2, 2018

NPS – which is sometimes referred to as the “ The Ultimate Question ” – is a customer satisfaction benchmark that measures how likely your customers are to recommend your business to friends, colleagues, and other contacts. You can think of it as a numerical value that indicates how loyal your customers are.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

AskNicely

OCTOBER 24, 2018

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. They give this KPI to their marketing department or customer success team. A colleague received a customer feedback survey from a Saas company. The Awkward Question.

Surveys 60

Surveys Healthcare Benchmark Feedback 60

CustomerSuccessBox

NOVEMBER 23, 2021

We can discern four axes to develop customer loyalty within your company: Keep in touch with your customers Learn more about your customers Create loyalty programs Provide relevant advice. One of the best retention strategies is to maintain a constant presence. To stay in contact. Satisfaction surveys.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Amity

OCTOBER 23, 2018

This really depends on your industry so you want to familiarize yourself with industry benchmarks. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis. It typically involves interviewing customers and looking at your NPS scores and strategy.

Metrics 76

Metrics Best practices Customer retention SaaS 76

SmartKarrot

AUGUST 23, 2022

If any B2B SaaS (Software as a Service) company, or any company for that matter, had to choose one metric that measures their performance among the dozens of metrics, it would be the NPS or the Net Promoter Score. Almost every SaaS B2B Company trusts the net promoter score to assess its profitability and success in the true sense.

B2B 10

B2B SaaS Metrics Surveys 10