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

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. You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

ChurnZero

JUNE 17, 2022

Compare your customer’s time in app against customers in similar onboarding journeys (past and present). Compare a customer’s time in app and set that threshold compared to customers in the same onboarding journey both past and present. Irit: How do you come up with a benchmark? Customer cohorts set your metric baselines.

Metrics 52

Metrics SaaS Surveys Self service 52

Totango

SEPTEMBER 6, 2022

For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 105

SaaS Technical Support Benchmark Accountability 105

ChurnZero

MAY 11, 2021

As opposed to the SaaS, which stands for software as a service. . TSIA’s Customer Success benchmark data shows that 49% of companies monetize customer success, and when a company monetizes customer success, their Net Promoter Score is higher. If you are wondering what XaaS stands for, it means anything/everything as a service.

SaaS 98

SaaS Benchmark B2B Analytics 98

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 70

SaaS B2C B2B Metrics 70

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. Learn from three SaaS CEOs. However, 76.5% In an encouraging sign, 59.5%

SaaS 98

SaaS Metrics Best practices Benchmark 98

CustomerSuccessBox

AUGUST 16, 2022

Masters of SaaS. Hosted by Todd Chambers, this podcast sources information from the top 1% of the SaaS industry. Produced by UPRAW MEDIA, the podcast series provides workable strategies to be employed for a successful SaaS business. “No Link to the podcast: Masters of SaaS. Gain Grow Retain: B2B SaaS Customer Success.

SaaS 52

SaaS Chief Customer Officer B2B Benchmark 52

Lumoa

FEBRUARY 14, 2024

Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. Multiple CX software as a service (SaaS) solutions like Lumoa are available, which automate many CX tasks, offer a granular perspective for in-depth analysis, and streamline upgrading your CX strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

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

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

Quadient

OCTOBER 22, 2021

We also provide benchmark performances for a variety of scalable infrastructures for private cloud, on-prem and SaaS deployments to help clients accurately model multiple architectures before making a long-term commitment to CCM infrastructure. . Customer-first organizations are the present and future of enterprises.

Journey mapping 52

Journey mapping Enterprise 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.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

Help Scout

SEPTEMBER 21, 2021

Strong communication and presentation skills — much of our day to day is spent thinking of and presenting solutions to customers. Experience working with SaaS products. When considering benchmarks for specific experiences (like years in a role, for instance), define the minimum amount of experience you would consider.

Education 103

Education Accountability Benchmark Sales 103

CustomerSuccessBox

DECEMBER 22, 2021

If done right, they present an excellent opportunity for you to prove your commitments towards your customer’s success. 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. What is the ROI?

Benchmark 52

Benchmark B2B Best practices SaaS 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. are built into this model.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

Amity

APRIL 25, 2016

Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. He believe cloud computing enables SaaS which enables affordable and improved services for people.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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

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

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

CustomerSuccessBox

MARCH 11, 2022

As a result, the very first step to nurturing beneficial QBRs is to have well-documented steps of what is required of each individual participant – both for those leading the QBR and those presenting. Should slides be prepared if a presentation is involved? 5 Internal QBR Benchmarks to Examine. Is there going to be a template?

Accountability 52

Accountability Benchmark Upselling SaaS 52

PeopleMetrics

APRIL 17, 2015

This subjective perception makes CX optimization evasive, ambiguous, and challenging to measure and benchmark. However, to enhance your CX, you must first measure and benchmark it. A 99-cent mobile app may have a lower perception than a $999 SaaS suite. The Economics of Customer Experience. How can you improve this perception?

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Totango

APRIL 16, 2021

In a SaaS context, it is especially useful when applied to onboarding emails in conjunction with digital-first customer success technology such as Totango Spark. Customer achievement benchmarks can also occasion relevant personalized in-app communication. Using names in emails is a common personalization practice in widespread use.

Personalization 69

Personalization Upselling Benchmark SaaS 69

Taylor Reach Group

APRIL 9, 2019

The final report should be forthcoming with a detailed presentation to senior officers. Recently there has arrived on the scene an alternative to a traditional assessment or audit and that is a SaaS (Software as a Service) offering which allows you to assess or audit your own center.

Contact Center 126

Contact Center Call Center Consulting Consulting 126

Amity

APRIL 11, 2018

Make sure that regular meetings are happening even if they are only 20 minutes long, in order to discuss any hindrances, benchmarks, and get feedback. Present your plan during your kick-off and give them a detailed report that the customer can refer to. Honesty is key, do not make it sound like a piece of cake if it’s not.

Benchmark 73

Benchmark SaaS Metrics Feedback 73

ClientSuccess

JUNE 12, 2017

Today’s SaaS organizations commonly utilize a subscription business model, where customers pay a recurring fee to gain access to a certain software or cloud-based platform. For sophisticated SaaS organizations, deployment is a seamless transfer of data between an online host and the pre-built platform. Green Zone Status. Deployment.

SaaS 46

SaaS Metrics Best practices Benchmark 46

ChurnZero

AUGUST 14, 2020

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. Webinar software is a virtual seminar platform that creates live or recorded video presentations. Who Owns SaaS Customer Expansion and Renewal? What is NPS software?

CRM 87

CRM Finance Upselling Accountability 87

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

aircall

FEBRUARY 2, 2018

You have to ask questions to know if you’re hitting benchmarks or coming up short. Especially at SaaS companies, support often means assisting customers “hands-on,” but house calls are simply out of the question (I need not enumerate the reasons why). Typeform makes collecting user feedback intuitive and attractive.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

SmartKarrot

MARCH 21, 2023

Maintain customer engagement by defining the SaaS portfolio of Morning Consult’s customer journey experience. Strong communication abilities, including the capacity to deliver excellent group presentations, facilitate groups, and provide one-on-one advice, are a requirement.

Consulting 19

Consulting Consulting SaaS Benchmark 19

Satrix Solutions

JANUARY 2, 2019

As a proud partner of Totango, we’ve enjoyed presenting on a variety of topics, including Net Promoter Score best practices and sharing client success stories with relevant advice attendees can implement immediately. You might also find yourself shaking hands with a SaaS founder, venture capitalist, or senior customer success leader.

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

Amity

DECEMBER 17, 2014

Aside from new delivery methods and pricing structures, SaaS companies are also expecting their technology investments to provide metrics that help them manage the customer lifecycle – from conversion through to retention, renewals and growth. Amity: Ideally, what should I expect from a recurring billing service for my SaaS business?

Metrics 48

Metrics SaaS Benchmark Customer retention 48

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Preparation and presentation of business proposals. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 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

Netomi

JANUARY 5, 2022

Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98