Jive

SEPTEMBER 4, 2018

At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. SaaS—Why it matters. SaaS-based services can be availed following a subscription model. This minimizes the cost for small-to-medium enterprises, allowing them to simplify operations.

voip 52

voip SaaS Technology Benchmark 52

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. What functions the interaction serves.

B2B 116

B2B Journey mapping SaaS Engineering 116

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. Conduct CSAT and NPS Surveys. Click to download. Use a Product Analytics Map for Your Product. Monitor Product Review Websites.

Feedback 102

Feedback Benchmark Surveys Analytics 102

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. A lot of the structure of your SaaS support model can be built around the insights from your conversation volume. And there’s so many metrics you can track ! What can it tell you?

Metrics 80

Metrics SaaS Surveys Enterprise 80

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. A Customer Onboarding Checklist for Successful CS Teams.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. Another way to check-in with customers is by sending periodic satisfaction surveys. For example, Net Promoter Score (NPS) surveys ask customers how likely they would be to promote you to a friend or colleague.

Best practices 96

Best practices Benchmark Education Surveys 96

SmartKarrot

MAY 28, 2020

It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. There are many factors that decide what is an acceptable benchmark and what exceeds it. If it is a small and medium enterprise then a 5% annual churn rate can fall heavily on its shoulders.

Benchmark 10

Benchmark SaaS B2C B2B 10

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. Conduct CSAT and NPS Surveys. Use a Product Analytics Map for Your Product. After onboarding has been completed.

Feedback 71

Feedback Benchmark Surveys Analytics 71

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

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. What’s Customer Revenue Optimization?

SaaS 59

SaaS Benchmark Customer retention Sales 59

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

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

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

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. This splits the customer base into SMBs, mid-market, and enterprise companies.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. 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. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue.

Customer retention 86

Customer retention Upselling Enterprise Benchmark 86

Totango

JUNE 4, 2021

Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. 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. Cater Promotions to Client Needs.

B2C 62

B2C Upselling Journey mapping B2B 62

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. Automated satisfaction surveys.

Customer retention 74

Customer retention Best practices Education Benchmark 74

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

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. 2. Segment the Opportunity.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

CustomerSuccessBox

MARCH 17, 2022

Pro tip : Customer Journey in SaaS. It’s important to construct functional boundaries to manage enterprises. Define success benchmarks along the way. Improve the customer experience Increase the number of sales conversions. 7 Best Practices for an Effective Customer Journey Map. That’s just the nature of the job.

Journey mapping 52

Journey mapping Best practices Construction Benchmark 52

JustCall

APRIL 5, 2023

JustCall Best-suited for: JustCall can be used by enterprises of all sizes (small, mid, and large) and is perfect for a business looking to implement an all-in-one customer communication platform. per user, per month Enterprise – $31.95 Its enterprise cloud phone system is built natively for its platform.

voip 52

voip Enterprise Interactive Voice Response CRM 52

Amity

OCTOBER 23, 2018

This really depends on your industry so you want to familiarize yourself with industry benchmarks. Expansion revenue can have a big impact on your SaaS metrics and your bottom line. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis.

Metrics 76

Metrics Best practices Customer retention SaaS 76

CSM Practice

APRIL 13, 2021

At the heart of the SaaS business model is increasing customers’ value over their lifetime. Prepare to benchmark data to see how well your customer is doing in comparison to their competitors. . You can also use Hubspot to see consumer reviews and conduct surveys, as well as evaluate feedback and customer satisfaction ratings.

Management 52

Management Customer retention Upselling Accountability 52

Comm100

FEBRUARY 6, 2018

Business size — Do you run a small business or a large enterprise? With the price as a deterrent for some smaller organizations, Salesforce is best used by large and enterprise companies. Great for : Enterprises looking to spend on an industry-leading CRM software solution; medium and large businesses with big budgets.

CRM 42

CRM Enterprise SaaS Marketing 42

Squelch

JUNE 18, 2019

These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. This inquiry can be carried out by a survey for smaller clients. When going through a benchmark, let your clients drive the assessment and decide where they are on the spectrum. About Irit Eizips.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Success Centers are part of ChurnZero’s Enterprise and Professional Editions. 4/ Got self-doubt?

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

CustomerSuccessBox

JULY 19, 2021

For SaaS companies today, there are many aspects of their business to consider when creating and measuring success. What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. Source: Forbes. Churn is on the rise. Source: 99Firms.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

ChurnZero

JANUARY 26, 2021

He’s used the concept successfully at SAP , an enterprise ERP software company with 95,000 employees. Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. . . Can it really be this simple? My good friend Matt Myszkowski introduced me to this acronym.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

MAY 7, 2021

A [Bora]: Some of the easiest automations we have built-in are follow-ups to customer satisfaction surveys like NPS, CES, and CSAT. If we have defined what a healthy customer looks like and the specific milestones they should achieve at certain points in time, I might say, “Hey, customer, it’s the 90-day mark, here are your benchmarks.

Benchmark 59

Benchmark Metrics CRM B2B 59

SmartKarrot

OCTOBER 12, 2022

It is obvious that your enterprise’s greatest asset is its customer base. A customer account journey is a sum of interactions that take place with a customer account within an enterprise. Also, in an enterprise with multiple stakeholders, the post-sales B2B customer journey commences with the onboarding stage. Onboarding.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10