CustomerSuccessBox

JUNE 30, 2022

For a SaaS business, product adoption is one of the leading indicators of a successful and growing business. Reflecting on the fact that customer retention is the backbone of SaaS. Most SaaS companies start measuring User adoption by tracking only those behavior that indicates if a customer achieves the goals for which they came.

SaaS 52

SaaS Benchmark Metrics Analytics 52

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

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. Be courageous!

SaaS 96

SaaS Feedback Surveys B2B 96

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Celebrate (and Capitalize) on Success With Case Studies. As your customer base expands, it’s helpful to develop a system of qualifications for determining case study candidates.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS Benchmarks may show you signs of whether your business is doing well or needs improvement. Focusing on internal benchmarks is where you want to start looking. There are 2 ways in which these benchmarks are shown.

Benchmark 83

Benchmark Telecommunications Feedback Metrics 83

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. To encourage internal participation, Nicole suggests incentivizing your CSMs by giving them a small stipend for each of customer who agrees to participate in a case study, act as a reference, and so on. As Megan adds, “CSMs have a lot to do.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. After specific product adoption benchmarks have been achieved. Click to download. Use a Product Analytics Map for Your Product. After onboarding has been completed. Monitor Product Review Websites.

Feedback 101

Feedback Benchmark Surveys Analytics 101

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. Starting with segmentation strategy, we’ll discuss observations from the study and popular myths. The Low Touch Study.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

CustomerSuccessBox

JULY 14, 2021

Why the Adoption Phase Matters in SaaS. In response, many SaaS user adoption companies have started exploring strategies that focus on driving product usage by end-users. Suggested Reading: Why is Customer Retention Important for B2B SaaS Business? What is a good adoption rate in SaaS? Offer Live Chat Support.

SaaS 52

SaaS Metrics B2B Benchmark 52

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. According to a Gallup study , high employee engagement leads to higher customer engagement, lower employee turnover, and 21% higher profitability.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. After specific product adoption benchmarks have been achieved. Use a Product Analytics Map for Your Product. After onboarding has been completed. After a customer support issue has been resolved.

Feedback 71

Feedback Benchmark Surveys Analytics 71

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. Last year, 63.3%

Coaching 52

Coaching Benchmark Consulting Consulting 52

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?

Benchmark 52

Benchmark B2B Best practices 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

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

Education Services Group

SEPTEMBER 29, 2020

Case studies. Without the involvement of Customer Success, sales will likely be resorting to the same select few case studies you’ve been using for years. It’s worth noting that case studies will often highlight new use cases for your product or service that you may not have otherwise known. Your life will be easier.

Sales 52

Sales Benchmark B2B SaaS 52

AskNicely

JANUARY 29, 2018

What do crime fighting, SaaS technology, real-time customer feedback and New Zealand all have in common? Auror is a New Zealand-based SaaS company that provides real-time crime intelligence. Not your everyday SaaS company, right? Like any up-and-coming SaaS startup, rapid growth is a big part of Auror’s roadmap to success.

SaaS 60

SaaS Benchmark Feedback Technology 60

Amity

JANUARY 13, 2016

In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact. A Guide of SaaS Companies. In this article, Benjamin Brandall provides a guide to the importance of Customer Success for SaaS companies. • What Does "Customer Success" Mean for SaaS Startups.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

Solvvy

OCTOBER 25, 2022

Refer to Industry Benchmarks. Zendesk has a tool that allows you to enter your industry and see customer satisfaction benchmarks, such as: Corporate services, 95%. You can also compare your NPS to others in your industry against NPS benchmarks. Financial services, 90%. Retail and wholesale distribution, 88%. Technology, 94%.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

SmartKarrot

DECEMBER 10, 2020

SaaS gamification is one such technique that has helped businesses up to a vast extent in this context. Studies have shown that because of social media and abundance of digital information, the average human attention span has gone down below eight seconds. What is SaaS gamification? How SaaS Gamification works?

Gamification 11

Gamification SaaS Education Upselling 11

Totango

MARCH 5, 2021

Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. For example, in the SaaS industry, 35% is a good retention rate. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials.

Customer retention 85

Customer retention Upselling Enterprise Benchmark 85

delighted

MARCH 15, 2019

Think of a relationship survey as the big picture benchmark, and the transactional survey as the nitty gritty tactic that helps you accomplish your overarching customer experience goals. For support ticket feedback, would the customer service team like to benchmark their performance with a CES survey ? transaction).

Surveys 75

Surveys Benchmark B2B Feedback 75

SmartKarrot

MAY 28, 2020

In general, SaaS customer retention rates define the percentage of customers your company has retained for a given period. For instance, for companies offer SaaS products or services, customer retention is important since it affects directly the business profitability. What is SaaS Retention Strategy? .

Customer retention 10

Customer retention SaaS Upselling Analytics 10

Solvvy

AUGUST 31, 2022

Analysts that have studied NPS across industries have found that benchmarks vary. You can use those benchmarks to see how you compare to competitors — and to set goals for your business. CSAT Industry Benchmarks. Why CSAT is Important. Like NPS, CSAT allows you to quantify customer sentiment about your brand.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

JustCall

DECEMBER 7, 2022

With these, you can benchmark your team’s performance against its goals and decide on appropriate incentives and training programs. However, you can also calculate monthly recurring revenue to study the impact of different months. But, here we have listed a few that are vital for every business to succeed.

Analytics 52

Analytics Sales CRM Metrics 52

Amity

JUNE 1, 2017

If you’ve spent any time in SAAS Customer Success, you’ll understand that one of the most important aspects of adopting a new software product is the onboarding and training period. Prior to the 1:1s ask the customer to study up on the basics. Operationalizing a High Volume Onboarding Team.

Benchmark 69

Benchmark SaaS CRM Consulting 69

Nicereply

AUGUST 12, 2019

In fact, 20% of customers who are technically “satisfied” but fall under the bucket of “passive,” also indicated being ready to leave by a study done by HBR. Consider this: SaaS products have a benchmark average NPS score of 26. On the flip side, 28% of detractors expressed interest in staying.

Surveys 83

Surveys Benchmark Advertising SaaS 83

SmartKarrot

MARCH 9, 2023

Establish a weekly management system to monitor advancement against important benchmarks and KPIs. A successful SaaS firm is built on recurring revenue. communicate with marketing to make it easier to organise customer events and produce content for case studies.

Upselling 19

Upselling Benchmark SaaS Accountability 19

Spearline

JUNE 18, 2019

Spearline's unique platform presents a cloud-based SaaS solution with tentacles reaching physical points-of-presence around the globe, connecting to both fixed-line telecommunications networks and mobile operators. Case study: Mastercard - Mastering the fundamentals of brand protection. How can Spearline help?

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Spearline

JUNE 18, 2019

Spearline's unique platform presents a cloud-based SaaS solution with tentacles reaching physical points-of-presence around the globe, connecting to both fixed-line telecommunications networks and mobile operators. Case study: Mastercard - Mastering the fundamentals of brand protection. How can Spearline help?

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

SmartKarrot

JANUARY 4, 2023

Today, customer-centric organisations worldwide — and, indeed, most SaaS companies — prioritise CS as a top priority. The customer responds with open and free-flowing statements that can be studied individually or passed through a sentiment analysis engine to pick up keywords and phrases. Benchmark against internal metrics.

SaaS 10

SaaS Benchmark B2B Metrics 10

CSM Magazine

JULY 17, 2018

But while the average benchmark for first response time on emails is around 24 hours, it is less than 3 minutes for live chat – across all industries. Use case #4: Live chat software for SaaS. He studied journalism in college but fell out of love with it relatively soon. Live chat vs email.

SaaS 40

SaaS Chatbots Sales Benchmark 40

Callminer

AUGUST 1, 2017

Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%. Bill Dettering.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SmartKarrot

OCTOBER 13, 2020

Apply here: [link] Role: Senior Customer Success Manager Location: North Sydney, Australia Organization: Citrix As a Senior Customer Success Manager role, you will be managing a portfolio of the strategic subscription/SaaS customers. You will have to create customer adoption benchmarks and forecasts based on defined business use cases.

Engineering 10

Engineering Benchmark SaaS Metrics 10

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

SmartKarrot

JUNE 11, 2021

It is great for individuals who like learning at their own pace and prefer self-study. To earn the recognized Cisco certification, you need to pass the following exam- 820-605 DTCSM exam which tests discovery, benchmarking, evaluation, and enablement. One can boost skills and accelerate a career online. For course details, click here.

Best practices 22

Best practices SaaS Accountability Education 22

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40