Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.

Personalization 69

Personalization Upselling Benchmark SaaS 69

Nicereply

SEPTEMBER 4, 2023

Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? However, it’s important to note that industry standards for NPS scores may vary and that benchmarking your score can serve as a good Northstar to reference. Consumer 2023 Net Promoter Benchmarks.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. You could be dead by then. I’m not joking.

SaaS 96

SaaS Feedback Surveys B2B 96

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. Technology in 2018 is teeming with a wealth of acronyms. It’s also a trend that’s likely to continue.

voip 52

voip SaaS Technology Benchmark 52

ChurnZero

DECEMBER 20, 2021

What to do if the other person won’t negotiate in a fair and open way. B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Watch this webinar to cover: A deep dive on 2020 SaaS retention benchmarks and the impacts the pandemic has had. Common customer objections and how to prevent them.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

ChurnZero

DECEMBER 21, 2022

We’re only human and dealing with a torrent of media, distractions, deadlines, personal issues, and everything in between. 1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. 4/ 2022 SaaS retention benchmarks: How does your company compare?

SaaS 98

SaaS Benchmark Metrics Consulting 98

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS.

SaaS 45

SaaS Benchmark Surveys Feedback 45

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. These personalized sessions focus on the customer’s strategy around using their newly learned functionality. The same holds true for our vendors. Customer Success Around the Web.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. Hence, you need to consider multiple factors to find SaaS churn rate benchmarks.

Benchmark 10

Benchmark SaaS B2C B2B 10

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. 4: It’s Not Personal If It’s Planned. There’s less room for personal questions of work ethic or debate about direction. External benchmarks are brilliant additions to any plan. Quotes are anonymous to enable directors to speak their mind.

SaaS 68

SaaS Benchmark Metrics Accountability 68

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Personalize the Services Nowadays, CX is all about personalization.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

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. Use the right support metrics to lift your company’s SaaS model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

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 115

B2B Journey mapping SaaS Engineering 115

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. 4: It’s Not Personal If It’s Planned. There’s less room for personal questions of work ethic or debate about direction. External benchmarks are brilliant additions to any plan. Quotes are anonymous to enable directors to speak their mind.

SaaS 60

SaaS Benchmark Metrics Accountability 60

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Personalization and smooth customer experience are becoming an umbrella term under Customer Success. The Customer Success KPI benchmarks for companies. We are here to help you! .

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

SmartKarrot

AUGUST 2, 2023

In addition to this, we will also highlight some great CS benchmarks that every Customer Success team should aim to achieve. Cultivate a Positive and Supportive Work Environment – Any person requires a positive and supportive work environment to function at the best of their abilities. NPS Benchmark: Target an NPS of 70 or above.

Benchmark 10

Benchmark Customer retention SaaS Customer centricity 10

Totango

FEBRUARY 10, 2021

Segment your customer database for personalized communications. 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).

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

Nicereply

MAY 24, 2023

The Customer Success function has gained momentum over the past decade and is now, more often than not, an integral part of the customer journey within a SaaS company. Gunjan : The ultimate metric of success for any SaaS organization is net retention.

Calibration 52

Calibration SaaS Benchmark Education 52

SmartKarrot

MAY 20, 2020

While reducing SaaS churn rate might seem like a big undertaking, it is also the one that is worth giving a prioritization. But no worries, we are here to guide you with the best tips that are going to help you control your SaaS churn rate effectively, as much as possible. Let us begin with the top 5. Mapping your New Customers.

SaaS 10

SaaS Benchmark Marketing Management 10

Amity

SEPTEMBER 6, 2018

SaaS Churn Rate: What’s Acceptable? Lincoln Murphy dives right into the topic of churn, and what an acceptable churn rate should be, by asking this questions “Is 5% a good monthly SaaS Churn Rate?” SaaS Metrics: Benchmarking Your Churn Rates. ” Spoiler alert, it’s not.

SaaS 64

SaaS Benchmark Metrics Consulting 64

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Personalizing dashboard interfaces. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers?

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

aircall

JUNE 28, 2022

If we look at the famous Bessemer benchmark “From $1M to $100M” ; it took us exactly six years from $1M ARR to $100M like Wix, Zapier and a few others did! . Often, entrepreneur ideas are born out of personal stories and anecdotes. One person made a difference in this moment: Jeff, our marketing manager (now our CMO), joins the boat.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks.

SaaS 64

SaaS Finance Benchmark Upselling 64

Amity

FEBRUARY 13, 2017

SaaS Tattler Issue 100 - The Truth About Churn: Getting Dumped By Your Customer. For our valentine's day (and 100th) edition of the SaaS tattler, we’re looking at churn straight in the eyes. ♥ SaaS Churn Rate: What’s Acceptable? ♥ SaaS Metrics: Benchmarking Your Churn Rates.

SaaS 56

SaaS Benchmark Consulting Consulting 56

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks. A close second, however, is metrics.

SaaS 52

SaaS Finance Benchmark Upselling 52

SharpenCX

JANUARY 23, 2020

Once goals and KPIs are in place, set a regular meeting cadence where you take time to group up, review performance benchmarks, and talk through what your agents need from you to make progress on their goals. But if you share that other agents are handling 60 and still meeting KPIs, it gives her a new benchmark for improved performance.

Coaching 98

Coaching Contact Center Benchmark Management 98

delighted

OCTOBER 11, 2019

We’ll go into both methods (and our own take on how you should think about your NPS score) below, but for the relative method, we’ve created a simple NPS benchmarking tool that allows you to compare your NPS with others in your industry. Software NPS benchmarks. Computers and tablets NPS benchmarks. Health plans NPS benchmarks.

Benchmark 46

Benchmark Surveys SaaS Feedback 46

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, became essential to SaaS companies. The existence of this benchmark shows how far CS has come, but there’s still further to go. Why NRR benchmarks are dangerous. One of the most common questions in SaaS is “What’s a good NRR?”. Be prepared to be benchmarked.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

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. Improving communication through personalization. Improve Communication through Personalization. Personalization allows you to deliver more customized experiences to customers.

Customer retention 74

Customer retention Best practices Education Benchmark 74

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. It’s a large, open-ended question, and something we talk about almost daily.

Coaching 52

Coaching Benchmark Consulting Consulting 52

Spearline

APRIL 13, 2023

Poor call quality can result in distorted audio, dropped calls, or difficulty hearing the other person. The results of each test are delivered through our Voice Assure platform which is a SaaS-based graphic user interface (GUI) that can be accessed from anywhere in the world using a browser with an internet connection.

Benchmark 52

Benchmark SaaS Enterprise Contact Center 52

Nicereply

NOVEMBER 30, 2021

In fact, the Client WinBack Benchmark Study found that 26% of clients return with a strategic win-back campaign, their customer lifetime value doubles, and the ROI for reactivating past clients is 32X or more. E.g., SaaS customers who left due to price can be offered a special discount or access to a product’s premium features.

Surveys 104

Surveys B2C Benchmark Accountability 104

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. They should understand the program’s value, their part in driving that value, and what they personally get out of it. Customer Advocacy: How to Get Your Customers and Customer Success Team Invested.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

SmartKarrot

FEBRUARY 11, 2022

For every SaaS (Software as a Service) company, it is imperative to ensure that all customers derive benefits from their product. This is where the SaaS (Software as a Service) activation rate comes into the picture. As a B2B SaaS (Software as a Service) company, you need to showcase the value of your product as soon as possible.

SaaS 11

SaaS Feedback Benchmark Analytics 11

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Seek to understand that.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

CustomerSuccessBox

DECEMBER 22, 2021

Industry best practices Benchmarking studies How mature are their processes compared to competitors? As a B2B SaaS business, you’re always interested in knowing what your peers are doing right. The next step is to complete the workstream and benchmark the progress towards the goals. What is the ROI? Final Thoughts.

Benchmark 52

Benchmark B2B Best practices SaaS 52