ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Your churn rate is the rate at which customers are leaving your SaaS product. It’s based on data.

SaaS 49

SaaS Metrics Customer retention Surveys 49

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. This survey gives customers a chance to provide feedback and helpful pointers on how CSMs can better serve their customers. The post-sale survey.

Surveys 83

Surveys industry standards Feedback SaaS 83

ClientSuccess

JULY 6, 2022

Instead of getting a free sandwich after ten purchases, however, a SaaS organization’s customer loyalty program goes above and beyond a simple gift. Go above and beyond to thank them for their support, and in return, you can send informal surveys, ask for feedback, and uncover new insights about what your customers are looking for.

SaaS 79

SaaS Surveys Feedback Marketing 79

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Ask for their feedback on potential product enhancements and ideas to give them a sense of ownership stake in your product. Toolkit: Churn Management Toolkit.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ChurnZero

NOVEMBER 9, 2021

Do: Create a Feedback Loop. Customer feedback should permeate everything you do to improve customer onboarding. Then, use that feedback to make your changes. For such an important resource, it’s crucial to keep track of all that customer feedback.

Customer retention 98

Customer retention Feedback Benchmark SaaS 98

ClientSuccess

APRIL 5, 2022

While traditional NPS surveys are typically one-and-done questions, many SaaS organizations are starting to expand their surveys to gather more information from users. . Sometimes, all it takes to unlock this feedback is a simple forum for your users to share it with your team. . Why expand your NPS survey?

Surveys 52

Surveys Feedback SaaS 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ClientSuccess

MAY 18, 2021

But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. . eBook: 5 Ways To Surprise & Delight Your Customers. Ready to learn more?

Customer centricity 65

Customer centricity SaaS Feedback Marketing 65

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Who better than the people currently using your product to give feedback on new features? Why is customer marketing important? Product Enhancements. Webinar: Top 6 Trends in Customer Success.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Satrix Solutions

JUNE 10, 2020

After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers? We have found that this has increased our response rates, not necessarily the number of completions but you do get more feedback upfront when you embed the survey question.

Surveys 78

Surveys Feedback SaaS B2B 78

ChurnZero

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . This places even more pressure on SaaS companies to retain their current customers and provide a product that delights users, and dramatically increases the need to build an army of customer advocates!

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

SmartKarrot

SEPTEMBER 18, 2020

This has led more and more EdTech companies to embrace the SaaS model , all thanks to its sundry benefits. Here is a list of 25 such SaaS EdTech companies that are booming the market and wooing the customers more than ever. Additionally, the company makes eBooks, mobile applications and digital curricula. McGraw Hill Education.

SaaS 21

SaaS Education Coaching Healthcare 21

Amity

DECEMBER 9, 2016

Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. The quotes are used in blog posts, ebooks, on social media, across the website, and in many more locations. Here’s the comparison: Control.

Marketing 109

Marketing SaaS Sales Surveys 109

ClientSuccess

FEBRUARY 8, 2023

Customer engagement : if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Billing delinquency : unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics Feedback SaaS 64

ClientSuccess

DECEMBER 21, 2021

Customer engagement: if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Billing delinquency: unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with.

Metrics 100

Metrics Upselling B2B SaaS 100

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Feedback requests at the end of a session. Social Media.

SaaS 75

SaaS Enterprise Feedback Surveys 75

ChurnZero

NOVEMBER 9, 2021

Do: Create a Feedback Loop Customer feedback should permeate everything you do to improve customer onboarding. Then, use that feedback to make your changes. For such an important resource, it’s crucial to keep track of all that customer feedback.

Customer retention 52

Customer retention Feedback Benchmark SaaS 52

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ClientSuccess

DECEMBER 20, 2018

For the average SaaS-focused customer success teams, there are four main buckets of metrics to consider: financial metrics, customer health metrics, usage metrics, and team performance metrics. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Retention Rate/Customer Churn Rate.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. In most SaaS businesses, the ultimate goal is to increase revenue. Review strategies with customers for feedback. Customer Success Resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Accountability 42

Accountability Upselling SaaS Feedback 42

ChurnZero

DECEMBER 28, 2018

Part two of the series discusses how to shift from customer handoffs to knowledge transfers and prioritize bi-directional feedback loops with the information that is being collected during the transfer. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. This post continues on from the topic above.

Best practices 49

Best practices Metrics SaaS Sales 49

ClientSuccess

SEPTEMBER 26, 2019

Tip: Be sure to check out our Ultimate Guide to SaaS Customer Success Metrics !) . This way, customers have the ability to give feedback, they feel valued for having been asked to help test a new product before their peers, and they can see whether or not this new service product, feature, or service fits in with their current operations. .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

ChurnZero

MARCH 11, 2020

However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. I’ve seen CSMs, and have been guilty myself, accept surface-level feedback from former customers when it’s convenient or expedient to do so. Churn destroys SaaS business valuation.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ClientSuccess

JANUARY 5, 2018

Two Popular Examples of SaaS Onboarding Engagement Models: High Touch Onboarding: This model involves plenty of 1:1 interactions between a customer and a brand. Ask For Customer Feedback. At every step of the way, ask for customer feedback. Ultimate Guide to SaaS Customer Success Metrics.

Journey mapping 40

Journey mapping SaaS Feedback Sales 40

ClientSuccess

MARCH 8, 2018

These conversations should include data driven feedback that helps product determine impact and priority of the feedback. Take Customer Feedback Seriously. When a customer provides feedback or suggestions for the product or services, or even feedback on internal processes or team members, it should never be ignored.

Best practices 40

Best practices Feedback Upselling SaaS 40

ClientSuccess

APRIL 26, 2018

I am a member of TechLadies and a local Women in SaaS group and the discussions featured in both groups has been hugely beneficial in learning from others. Solicit feedback and then do something with it. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Best practices 40

Best practices SaaS Metrics Feedback 40

Nicereply

APRIL 30, 2020

Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. Listen and respond to negative feedback. Be proactive.

Sales 69

Sales Customer Service Upselling CRM 69

ClientSuccess

NOVEMBER 26, 2018

This way, customers have the ability to give feedback, they feel valued for having been asked to help test a new product before their peers, and they can see whether or not this new service product, feature, or service fits in with their current operations. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Marketing 56

Marketing Upselling SaaS Customer retention 56

ClientSuccess

JANUARY 8, 2019

Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) eBooks: Ultimate Guide to SaaS Customer Success Metrics. Additionally, try to pay closer attention to the overall attentiveness and engagement of customers when you’re actually in meetings, as this could be another sign of potential product usage slippage.

Metrics 58

Metrics Accountability SaaS Surveys 58

ChurnZero

FEBRUARY 14, 2020

If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. Customer Engagement (Testimonials, Referrals, Feedback). Because the only thing more disappointing than receiving Sweethearts, is a box full of blank ones.

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

ClientSuccess

FEBRUARY 21, 2017

Salesloft is one of the fastest growing startup companies in SaaS today, due in no small part to Katie’s attention to detail and her wealth of knowledge in the customer success space. As the 7th SalesLoft employee, Katie has seen customer success scaling first hand from a small company to the fast-growth SaaS organization SalesLoft is today.

SaaS 40

SaaS Technical Support Sales Engineering 40

ClientSuccess

JUNE 27, 2018

Run a Survey or Ask For Feedback. Take advantage of the summer slow season by running a survey or asking for feedback from various different users, from executives to end users. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Customer Success as a Culture: Customer Success Leaders Edition.

Best practices 40

Best practices Entertainment SaaS Surveys 40

ClientSuccess

AUGUST 29, 2018

Don’t be afraid to ask for feedback. Now that you’ve owned the ‘failure’, and have feedback on why – consciously try to avoid those missteps in the future. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Best practices 42

Best practices B2B SaaS Feedback 42

ChurnZero

DECEMBER 20, 2019

SaaS companies at all stages will continue to increase investment in Revenue and CS Ops to drive the alignment that’s critical for maximizing customer lifetime value. Is it retention, expansion, advocacy, product feedback, or service delivery? Like any SaaS platform, you get out of it what you put in. Customer Success Resource.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

OCTOBER 3, 2018

This taught me to always have a healthy skepticism for subjective narrative feedback that is not verified within the data. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 52

Best practices SaaS Metrics Accountability 52