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

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. NPS drops in the low touch segment.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

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

DECEMBER 12, 2017

Reviewing an ended customer relationship is an opportunity to gather critical metrics and begin to set benchmarks. With all of the insights and metrics gathered after a customer churn, customer success leaders can actually measure certain strategies against success rates and determine what steps to take in nearly every situation.

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. You can approach doing a customer journey analysis as a six-step process: Gather customer journey data.

Journey mapping 86

Journey mapping SaaS Best practices Benchmark 86

ChurnZero

NOVEMBER 2, 2018

Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. C-Suite – Used as a KPI, NPS provides one simple metric that impacts the entire company and provides a clear picture to the health of the organization.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

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