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. Their inquiries include the best approaches to: Operationalizing the customer journey.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

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. Map Your Customer Journey. The foundation of an effective retention strategy is a customer journey map. Highlight Your Value Proposition throughout Your Customer Journey.

Customer retention 75

Customer retention Best practices Education Benchmark 75

Education Services Group

JUNE 4, 2020

What phase of your customer journey map are you focusing on? What if you have a fledgling new CS organization, or are introducing CS into a non-SaaS business ? Then, map out your follow-up actions for after onboarding like sending out a customer survey or having the CSM reach back out to check-in after 2 weeks.

Journey mapping 52

Journey mapping Construction Benchmark SaaS 52

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

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

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. I like simple surveys that provide broad insight. Calculating Loyalty. Upcoming Webinar.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

SmartKarrot

OCTOBER 12, 2022

A HubSpot survey of 752 businesses found that companies experiencing revenue growth are 21% more likely than those experiencing revenue stagnation to view client success as particularly important. Create a group of customer success managers (CSMs) who will be in charge of assisting clients in reaching their next benchmark.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10