Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. Next, we’ll share six keys to effective SaaS customer engagement.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Enterprise Surveys 98

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. This is also the first time SaaS companies have ever been tested in a down market. Q&A Recap.

SaaS 72

SaaS Metrics Surveys Customer retention 72

ChurnZero

JANUARY 8, 2024

At most SaaS companies, the line item for customer success budgets is dedicated to headcount. This is why on our annual survey of customer success leaders , we ask about “non-headcount budgets.” This non-headcount approach is a technique for understanding how SaaS companies are investing in the needs of their customer success teams.

Benchmark 52

Benchmark SaaS Surveys Management 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.

SaaS 96

SaaS Feedback Surveys B2B 96

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar.

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

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

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

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. And there’s so many metrics you can track ! What can it tell you?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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

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. Conduct CSAT and NPS Surveys. Click to download. Use a Product Analytics Map for Your Product. Monitor Product Review Websites.

Feedback 101

Feedback Benchmark Surveys Analytics 101

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. The same holds true for our vendors. It’s true that people prioritize what they value.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

NOVEMBER 11, 2022

Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date. of Customer Success teams have fewer than 50 team members, and most teams surveyed fall well below industry benchmarks on CS team headcount. Learn from three SaaS CEOs.

SaaS 98

SaaS Metrics Best practices Benchmark 98

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

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. Another way to check-in with customers is by sending periodic satisfaction surveys. For example, Net Promoter Score (NPS) surveys ask customers how likely they would be to promote you to a friend or colleague.

Best practices 95

Best practices Benchmark Education Surveys 95

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. In a recent survey, 94% of the CS professionals rated churn reduction to be the highest priority. The survey also said that 84% of the CS professionals want to prioritize advocacy in 2022.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

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. Conduct CSAT and NPS Surveys. Use a Product Analytics Map for Your Product. After onboarding has been completed.

Feedback 71

Feedback Benchmark Surveys Analytics 71

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. In some scenarios, upgrading the CX means upgrading the company’s tech stack.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

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. Establishing benchmarks representing progression and completion of onboarding.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Solvvy

OCTOBER 25, 2022

Using the CSAT model, you create a survey to determine customer satisfaction in one or more areas of your business. The survey usually asks customers to rate their satisfaction on a scale from 1 to 5. For example, if you suspect website usability is a weakness, you can focus your survey on that issue. . Calculating CSAT.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

delighted

OCTOBER 11, 2019

Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors. Promoters are those who answer 9 or 10 on an NPS survey. Passives are customers who answer 7 or 8 on an NPS survey. Software NPS benchmarks. Computers and tablets NPS benchmarks.

Benchmark 46

Benchmark Surveys SaaS Feedback 46

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

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Education Services Group

DECEMBER 4, 2019

In the age of SaaS, this is an indisputable fact. Where previous benchmark surveys have placed customer retention as a business’ highest priority, CRO is an approach that unifies both short-term revenue goals and long-term customer relationships — the core of any Customer Success strategy. What’s Customer Revenue Optimization?

SaaS 59

SaaS Benchmark Customer retention Sales 59

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. VoC platforms generally include proven CX survey templates, and can help you manage and analyze all of the incoming feedback.

Surveys 75

Surveys Benchmark B2B Feedback 75

CustomerSuccessBox

AUGUST 10, 2021

Conversely, survey results have revealed that 26% never update their customer health score algorithm. According to the survey results, The health score is more common by 7% in companies that have more than 100 customers. Suggested Reading: 6 Exclusive Hacks To Accelerate Customer Retention For Your SaaS.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

Totango

FEBRUARY 10, 2021

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). Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

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. Benchmarking the blastoff. A spotlight on Customer Success.

Finance 52

Finance SaaS Benchmark Surveys 52

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. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

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. Some of the questions asked in the survey were similar to the core TSIA benchmark.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

ChurnZero

NOVEMBER 9, 2021

Then, you can adjust to find your ideal customer timeline, which will serve as a good benchmark to help you manage any possible issues. Build in check-in points where your customers can offer their thoughts and feedback via surveys or interviews on the experience of learning your product.

Customer retention 98

Customer retention Feedback Benchmark SaaS 98

Quiq

JULY 7, 2022

Next, figure out how to benchmark your numbers. Another example of expected churn is when subscription services, be it clothing, meal delivery, or SaaS, see a drop-off in the first month or two of service. Customer surveys. Use this survey to see how to capture that excitement and share it with all of your customers.

Surveys 75

Surveys Customer retention industry standards Benchmark 75

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

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), Customer Advocacy: How to Get Your Customers and Customer Success Team Invested.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

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. This may help them with benchmarking and goal setting. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Comm100

SEPTEMBER 23, 2021

A survey indicates 51% of consumers are loyal to brands that communicate with them through their preferred channels. In fact, a recent survey reported that 84% of respondents opt for computer-based interactions, especially those that are available 24/7. Learn More – What is Omnichannel Customer Engagement?

Customer Service 79

Customer Service Chatbots APIs Benchmark 79