PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. This post was penned by Maya Nix, Marketing Content Producer for ClickTale. This subjective perception makes CX optimization evasive, ambiguous, and challenging to measure and benchmark. The Economics of Customer Experience.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Quadient

OCTOBER 22, 2021

It’s that mentality that has driven the highest customer success scores in the market for three years running. . Customer-first organizations are the present and future of enterprises. We pioneered the CCM market. Content Marketing Specialist. And we don’t stop until that happens because we are invested in your success.

Journey mapping 52

Journey mapping Enterprise Benchmark SaaS 52

Lumoa

FEBRUARY 14, 2024

External factors like market demand, pricing trends, or competitors’ initiatives can arise at any time, setting off a chain reaction that affects your overall CX. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. Thanks to its expansive nature, CX strategies are constantly in flux.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. These efforts are geared towards presenting viable solutions to the challenges of building customer success at scale. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Amity

APRIL 25, 2016

Director of Marketing - ServiceRocket. Bill is a revenue marketer who leverages his background in professional development and training to create and execute content marketing strategies that drive profitable customer behavior. Market Strategy Manager - OpenView Venture Partners. C X Journey. Bill Cushard. Bill Quiseng.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. We are proud to present the Inaugural Customer Success Leadership Study !

Finance 52

Finance SaaS Benchmark Surveys 52

ChurnZero

MAY 8, 2020

Q: What is the source of the benchmark data mentioned during the presentation (22:35)? A: [Ed]: These benchmarks came from David Skok , you may have heard his name before, and the KeyBanc Capital Markets SaaS Survey. The benchmarks, gross growth rates, logo churn, revenue churn, etc.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

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

CustomerSuccessBox

DECEMBER 22, 2021

If done right, they present an excellent opportunity for you to prove your commitments towards your customer’s success. If you’re in a b2b business and mainly catering to mid-market enterprise business, your end goal is obviously to delight your end-users. Understanding the Executive sponsor business goals? What is the ROI?

Benchmark 52

Benchmark B2B Best practices SaaS 52

ChurnZero

AUGUST 14, 2020

Professional Services, Product, Development, Operations, or Marketing. This is different from an email service provider which enables mass email marketing or blasts. NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague.

CRM 87

CRM Finance Upselling Accountability 87

ClientSuccess

JULY 12, 2017

Watch the video of Stacey’s presentation below: Stacey sat down with Dave Blake, Founder & CEO of ClientSuccess, for a 1:1 conversation on her story of success in the venture capital world and how she views customer success from this unique perspective. 3 Reasons Why Hubspot, Ominture, and ExactTarget Had SaaS Success.

SaaS 40

SaaS Metrics Benchmark Best practices 40

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 105

Best practices SaaS Journey mapping B2C 105

SmartKarrot

MARCH 21, 2023

Work together with the product development team to modify the product roadmap in response to client comments and market developments. Maintain customer engagement by defining the SaaS portfolio of Morning Consult’s customer journey experience.

Consulting 19

Consulting Consulting SaaS Benchmark 19

Talkdesk

APRIL 14, 2016

Whether you sell a B2B SaaS cloud-based service or gluten-free, organic, non-GMO oranges, your best bet is to take a customer-centric approach. They present the same face in every customer interaction, and that face is a beautiful one! Editor’s Note: Opentalk 2016 is over, but the content lives on. Trick question. Then comes the data!

Customer centricity 40

Customer centricity Benchmark B2B SaaS 40

ChurnZero

OCTOBER 22, 2020

If your Marketing team required a marketing automation platform, they’d simply buy HubSpot. Integration with voice of the customer and account-based marketing platforms will help with these goals. “Building a complete Customer Success platform presents complex challenges,” says ChurnZero CEO You Mon Tsang.

CRM 59

CRM Customer retention Technology Best practices 59

ChurnZero

JUNE 17, 2022

Compare your customer’s time in app against customers in similar onboarding journeys (past and present). If so, what are the main changes that you’ve seen in the market towards onboarding? Compare a customer’s time in app and set that threshold compared to customers in the same onboarding journey both past and present.

Metrics 98

Metrics SaaS Surveys Self service 98

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets. Tyler Riddell. Rachel Ivers.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. For the purposes of illustrating this article, we’ll take the example of an SaaS company providing marketing automation services. Let’s call them For Instance Inc.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

CSM Practice

MAY 21, 2021

In a rapidly evolving yet tight-staffed Saas startup, Customer Success is often overlooked as a growth driver. Most Saas startups focus on customer attraction and acquisition, forgetting that taking care of existing customers and ensuring retention is equally important. Why SaaS Startups Need Customer Success.

SaaS 52

SaaS Benchmark Enterprise outsourcing 52

SmartKarrot

MARCH 4, 2021

Role: VP, Customer Success – SaaS Location: Remote, Boston, MA, US Organization: Blue Signal Search As a VP of Customer Success, you will manage and provide executive leadership to all facets and members of the customer success department. Partner with the Talent Acquisition Team to build a market-leading Customer Success team.

SaaS 10

SaaS Benchmark Coaching Metrics 10

ChurnZero

JUNE 17, 2022

Compare your customer’s time in app against customers in similar onboarding journeys (past and present). If so, what are the main changes that you’ve seen in the market towards onboarding? Compare a customer’s time in app and set that threshold compared to customers in the same onboarding journey both past and present.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

FEBRUARY 9, 2022

The worst part is that while product, sales, marketing, and engineering have a vote to increase their respective budgets, resulting in enhanced revenue or engagement, customer success depends on financial metrics like revenue per CSM or customers per CSM. Talk about the market expense benchmark card.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management. Follow Aimee on social media: Twitter: Aimee Lucas (@Aimee_Lucas).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

MAY 29, 2020

Primarily, software-based companies such as SaaS companies employ customer success specialists, which provide technical support to customers. The main objective is to satisfy them and provide them support on SaaS products. In recent years, the most significant change is the emergence of SaaS. . Read on to get the answer!

SaaS 10

SaaS Accountability Technology Management 10

ClientSuccess

AUGUST 31, 2022

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. Practice presenting this information to the customer to anticipate questions and prepare answers. . When delivering a presentation full of numbers and data analysis, information can get dense quickly. Focus on delivery. .

Benchmark 77

Benchmark SaaS Accountability Analytics 77

Lumoa

JANUARY 11, 2022

Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. It is all-in-one SaaS platform for collecting and analyzing customer feedback, including NPS feedback. It allows you to present the survey to the customers on the most appropriate or convenient channel.

Surveys 103

Surveys Analytics Feedback Benchmark 103

ChurnZero

MAY 7, 2021

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. You’re short on benchmark one and benchmark three. We’re not there to present.

Benchmark 59

Benchmark Metrics CRM B2B 59

Taylor Reach Group

APRIL 9, 2019

Most managers manage from point to point in a sequential process: “OK, today I will focus on the new cross selling initiative and tomorrow on agent occupancy and then Thursday on the forecast revision that we need to do based upon the new marketing materials we are using next quarter.”

Contact Center 126

Contact Center Call Center Consulting Consulting 126

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. Calculating Loyalty.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

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? To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Totango

SEPTEMBER 9, 2022

For SaaS B2B clients, QBR meetings tend to focus on assessing value as measured by KPI performance benchmarks. Generate a report summarizing KPIs benchmarks from the last QBR and progress toward them. Prepare any presentation aids you want to incorporate, such as illustrative stories or graphs summarizing data.

Best practices 19

Best practices Benchmark Metrics B2B 19

CustomerSuccessBox

NOVEMBER 23, 2021

What place for customer loyalty in your marketing strategy? Definition of Relationship Marketing. As the name suggests, the goal of relationship marketing is to create a special relationship with your customers. It is the opposite of what is called transactional marketing. But what exactly does this term cover?

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

ClientSuccess

JULY 16, 2021

Much of it can be found in your Customer Success platform , CRM, product usage reports, survey tools, marketing systems, etc. You can capture sentiment from survey tools, support ticketing systems, marketing platforms etc. Download the Anatomy of a High Performing Health Score Presentation. Determining Your Perfect Metrics.

Construction 52

Construction Metrics Customer retention Surveys 52

AskNicely

OCTOBER 24, 2018

They give this KPI to their marketing department or customer success team. A colleague received a customer feedback survey from a Saas company. The CMO presents it to the board and they ask why it went down? Get the 2018 NPS Benchmark study. The Awkward Question. It asked, “Would you recommend us to a friend or colleague?”

Surveys 60

Surveys Healthcare Benchmark Feedback 60

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.

Upselling 21

Upselling Management SaaS Benchmark 21

Amity

JANUARY 27, 2016

In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. Join us, and a panel of three leading B2B SaaS executives on February 4 at 1pm ET , for a lively discussion on how to make the business case for investing in Customer Success Software. Before Closing a Deal.

Upselling 57

Upselling SaaS Best practices Sales 57

SmartKarrot

FEBRUARY 24, 2022

Are you contemplating upon starting a blog for your B2B SaaS business? In today’s digital era, where customers have become smart, it has become very important for businesses to use blogging for marketing their B2B SaaS business. Also, there is a saying – customers are the kings of the market.

B2B 10

B2B SaaS Education Engineering 10