Help Scout

JULY 20, 2021

In this post, we’ll explore the fundamental concepts of a customer-oriented culture, give some examples of customer-oriented companies and how they function, and break down the steps of how you can encourage a customer-oriented perspective within your team and company. Many companies take a sales-oriented approach.

Sales 145

Sales Feedback Metrics Surveys 145

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Airlines 273

Airlines Metrics Accountability SaaS 273

Babelforce

NOVEMBER 30, 2022

We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology. Metrics and measurables. Active waiting calls metric. This is distinct from SaaS, which is more likely to be billed flexibly than ASP software.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

ProProfs Blog

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 7: LTV/CAC Ratio. #8:

Metrics 142

Metrics Customer retention SaaS Surveys 142

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

SaaS 83

SaaS Customer Service Customer Support Best practices 83

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Customer Success Compensation Catches Up to Sales. What’s Next For Customer Success?

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. For so many years, SaaS has focused so strongly on the acquisition that they have been blind to other aspects of the customer journey. As explained above, proactiveness is the central pillar of Customer Success.

SaaS 52

SaaS Upselling B2B Benchmark 52

CustomerSuccessBox

APRIL 19, 2022

In this hyper-competitive SaaS world, businesses that have enhanced customer experience make it to the top 10% of the SaaS businesses that are able to achieve 125%+ MRR(Monthly Retention Rate). Metrics at different stages of the customer journey that require analytics. Why is it important to have Customer Journey Analytics?

Metrics 52

Metrics Analytics SaaS Journey mapping 52

LiveChat

SEPTEMBER 19, 2018

Every company, especially SaaS businesses, face some of the following challenges and situations: High churn rate. These days, with cloud technology, SaaS and B2B economy, the sales model has shifted to renewal sales: pay-as-you-go and subscription plans. It’s often mistaken with customer support, so let’s clarify.

SaaS 106

SaaS Management CRM Sales 106

CSM Magazine

MARCH 3, 2022

SaaS tools have become extremely popular in the project management industry, transforming the way it operates. Here you will discover five leading SaaS tools for your office. Software as a Service (SaaS) has become the new normal of the 2020s. Well, 48% of companies have a one-year contract with a SaaS application on average.

SaaS 52

SaaS Management Transportation Analytics 52

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . The CSM for the account explains the plan . Appoint a Power User.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. Recruit cross-functional team members to review customer feedback, map internal workflows, and define responsibilities and metrics. The significance of the Sales to Customer Success handoff cannot be understated. But it’s not just about Sales and Customer Success.

SaaS 59

SaaS Journey mapping Metrics Sales 59

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer. Rajiv Sharma , VP of Sales and Customer Success, Hiver. Sales team.

SaaS 66

SaaS B2B Education Metrics 66

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

CustomerSuccessBox

SEPTEMBER 2, 2021

Customer Acquisition Cost (CAC) can be calculated by dividing all the Marketing and Sales costs required to acquire a new customer within a specific time. CAC is an important metric for growing businesses to determine profitability and efficiency. An average SaaS business spends 92% of their first-year revenue on customer acquisition.

SaaS 52

SaaS Metrics Advertising Sales 52

CustomerSuccessBox

DECEMBER 28, 2021

We are therefore going to discuss customer segmentation , which is an important step, by explaining to you why it is useful to segment the means at your disposal. Example : You have a user base: it’s your population of individuals. For example, the segment for men under 50. What is customer segmentation?

B2B 52

B2B SaaS Best practices Accountability 52

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. A strategy based on five fundamental vectors is vital for the highly competitive fields of telecom, health care, SaaS, eCommerce, and more. Consumers feel let down when the pre-sale marketing context differs from after the sale.

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Being a good partner and delivering outcomes is expected. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CrazyCall

APRIL 9, 2019

There are dozens of hundreds of rankings devoted to sales influencers and experts across different industries and the world in general (we’ve also published one ). We’ve decided to remedy the situation and created a list of 18 saleswomen who in our view play an essential role in the world of sales. Tiffani Bova. Tiffani Bova.

Sales 133

Sales Consulting Consulting Coaching 133

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Wondering which metric to choose?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Outbound call center metrics: Outbound Calls per Day.

Call Center 52

Call Center Metrics Abandon rate Management 52

ChurnZero

DECEMBER 2, 2021

For those unfamiliar with our beloved (albeit unusual) acronym – BIG RYG – let’s quickly explain its meaning and origin so we’re all on the same page. Get Sales invested in NRR by conducting weekly deal reviews and stipulating sales commission based on Customer Success acceptance of customers. There are two answers.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ChurnZero

JUNE 12, 2020

Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. When we represent our organizations, we want to generate more revenue with fewer resources,” explains Smartsheet in their article on calculating productivity. When should I add Customer Success Operations?

SaaS 80

SaaS Metrics Customer retention Analytics 80

CustomerSuccessBox

OCTOBER 5, 2021

In SaaS businesses, ARR/MRR is the lifeline for their existence. Surprisingly, only 10% of SaaS businesses ever get past the 125% MRR rate. Let me try to explain the aforementioned steps using real examples. In B2B SaaS businesses, you have to identify those key indicators which can drive performance.

Upselling 59

Upselling SaaS Metrics Accountability 59

ChurnZero

JANUARY 26, 2021

I’ll explain each section and provide some examples you can reference as you build your own success plan. . Here’s an example of how to document key stakeholders: . If you can’t figure this out from your website, your marketing and sales leaders should be able to help answer this question. For example: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. The real testament to a company’s product, culture, and employees is showcased in the success of its customers.

SaaS 40

SaaS Finance Feedback Metrics 40

Lumoa

MAY 29, 2018

Introduce a referral program =find new sales leads 3. If you collect NPS (or other customer experience metric) in the right way , this information is already available to you. That's an example dashboard of impact drivers. Introduce a referral program (=find new sales leads) Referrals rule the business world.

Upselling 88

Upselling Advertising Feedback SaaS 88

CSM Magazine

FEBRUARY 17, 2020

For example, the next time you’re waiting to hear back from a customer service rep, recall the days before the internet, when automated responses were king. For sales, press 2…” This system – which has existed since the 1970s and is (sadly) still in use today – was never meant to provide great customer service.

Customer Service 83

Customer Service Telecommunications Chatbots Customer retention 83

ChurnZero

FEBRUARY 17, 2022

Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. Tip #1 for leaders: explain YOUR role too. Make sure you lead by example. Does your vice president of sales let their sales reps not use their CRM?

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

DECEMBER 16, 2022

Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T. The Q&A portion of the webinar explored examples of effective behavior incentives, how to align CS and product on priority ICBs, whether you should penalize a customer for bad behavior, and much more.

Metrics 98

Metrics Journey mapping Sales Accountability 98

SmartKarrot

AUGUST 1, 2022

But what exactly is a status page, and why is it so important for SaaS companies? . Why should SaaS businesses have a status page? Qualities of a good status page Different ways for SaaS companies to use status pages Examples of status pages. Why should SaaS businesses have a status page? Examples of status pages.

SaaS 10

SaaS B2B Metrics Contact Center 10

ClientSuccess

MAY 30, 2018

This week, we’ll showcase one such conversation with expert Mark Pecoraro , advisor to many B2B SaaS companies all of which have cultures of Customer Success. Since the beginning of Mark’s career, he’s been in post-Sales B2B software. The Sales guy asked Mark how the client was doing so he could best prepare for renewal conversations.

SaaS 40

SaaS B2B Upselling Sales 40

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Drivers for corporate growth are no longer limited to Sales and Marketing.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

SmartKarrot

JULY 26, 2022

To write a SaaS case study, you must remember certain pointers. A SaaS case study is a narrative or story of how one has successfully delivered and implemented a solution with a client for results. How to Write a SaaS Case Study. Let your marketing and sales teams connect on creating the case study. Choose a customer.

SaaS 10

SaaS B2B Feedback Education 10