ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback.

SaaS 98

SaaS Customer centricity Finance Best practices 98

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. So don’t come into the board meeting as the external CEO, being the “everything is rosy” cheerleader. Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. 1: Check Your Pompoms At The Door.

SaaS 68

SaaS Benchmark Metrics Accountability 68

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

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? A huge part of how customer success collects intel and feedback from customers is by talking with them. What metrics do investors care about? Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. So don’t come into the board meeting as the external CEO, being the “everything is rosy” cheerleader. Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. 1: Check Your Pompoms At The Door.

SaaS 60

SaaS Benchmark Metrics Accountability 60

CustomerSuccessBox

APRIL 19, 2021

It would be great if you could rely directly on customer feedback to understand their satisfaction levels but more often than not these satisfaction surveys are lagging indicators. Statistics reveal only 4% of unhappy customers actually bother to take up customer feedback surveys. Consumption Metric . Basic Telemetry.

Customer retention 52

Customer retention SaaS APIs Metrics 52

CustomerSuccessBox

MARCH 4, 2022

So, plan out the process to not just meet the goals but to exceed them! Metrics for expectations. Each of these expectations is measured using the metric to see if it is attained or not. The customer health score is dependent on meeting expectations. Goals and expectations are different altogether. Winding it up!

B2B 52

B2B SaaS Metrics Upselling 52

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Showing up for the kick-off meeting with a grasp of this information will show the customer that you value their time and their business. . The next step in preparing for the kickoff meeting is to prepare the customer.

Technical Support 76

Technical Support Sales Metrics SaaS 76

REVE Chat Blog

MARCH 18, 2020

Building a good chatbot is a daunting task but at the same time, it is important to understand the key chatbot metrics and how they are performing to achieve your goals. This can only be done by knowing the key chatbot metrics, which is an important aspect and a decisive factor for your business success. You can gauge, .

Chatbots 81

Chatbots Metrics Analytics Banking 81

Lumoa

FEBRUARY 14, 2024

Adapting your CX to meet these higher expectations can differentiate your brand and the competition. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. But CX very rarely deals in absolutes.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

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. 3 percent is a low indicator in SaaS industry. Always with a smile!

SaaS 106

SaaS Management CRM Sales 106

REVE Chat Blog

MARCH 18, 2020

Building a good chatbot is a daunting task but at the same time, it is important to understand the key chatbot metrics and how they are performing to achieve your goals. This can only be done by knowing the key chatbot metrics, which is an important aspect and a decisive factor for your business success. You can gauge, .

Chatbots 77

Chatbots Metrics Analytics Banking 77

Nicereply

NOVEMBER 23, 2023

Meeting these demands isn’t just a strategy; it’s essential for building trust and growing your brand. Feedback is Gold: In a survey by Microsoft, 52% of people around the globe believe that companies need to take action on feedback provided by their customers.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

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. . Can give you quick functionality feedback. Step 6- Training Session.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. And with customer success metrics, you can measure whether your efforts are working. Customer Success Metrics Lead to Action. Adoption Metrics: Measuring the customer’s use of the product. Business Metrics.

Metrics 72

Metrics Upselling Accountability Enterprise 72

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking. But the SaaS vendor’s customers may see the practices of the best companies as unrealistic or irrelevant.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

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

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Showing up for the kick-off meeting with a grasp of this information will show the customer that you value their time and their business. The next step in preparing for the kickoff meeting is to prepare the customer. Next steps.

Technical Support 40

Technical Support Sales Metrics SaaS 40

Satrix Solutions

NOVEMBER 12, 2020

Are you also considering customer feedback when determining customer health scores? In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions , and Steve Bernstein, CEO and Founder of Waypoint , discuss the importance of including voice of the customer feedback when measuring customer health.

SaaS 88

SaaS Feedback Best practices Accountability 88

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Why is Customer Expansion Important for SaaS Businesses? Churn rate is a major metric for SaaS companies to keep an eye on. Always Listen to Feedback. Timing is essential.

Management 98

Management Upselling SaaS Education 98

Callminer

AUGUST 1, 2017

Meet Our Panel of Contact Center Experts: . Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Tyler Riddell. Alex Tebbs. Vincent Nero.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Nicereply

NOVEMBER 16, 2022

Feedback tools to collect CSAT, NPS, and CES data. As a manager, you know how important customer feedback is to take your product in the right direction. Collecting as much feedback as possible is vital, and one of the best way to do this is to give the customer constant opportunities to provide input. Example: Nicereply.

Management 98

Management Analytics Feedback Surveys 98

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JUNE 12, 2020

SaaS businesses typically begin to invest in Customer Success Operations when they reach around $10 million in revenue. What Processes and Metrics does Customer Success Operations Build? At a minimum, they should track performance metrics across four key areas: revenue, product, customer feedback, and customer experience.

SaaS 80

SaaS Metrics Customer retention Analytics 80

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics. The customer lifecycle management framework consists of five stages—each with its own set of metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics. The customer lifecycle management framework consists of five stages—each with its own set of metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ProProfs Blog

NOVEMBER 9, 2021

Customer Satisfaction is a metric used to measure the happiness of customers after using your products and services. It indicates whether you have been successful in meeting customer’s expectations or not. . Consider analyzing the questions such as: How will you collect customer feedback? What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Nicereply

MAY 23, 2022

When you look at all the venture money coming into companies in Canada, especially in SaaS. Listen to your managers and agents and take feedback from other departments. Then I combine that with metrics to gain a full picture of what’s happening. Metrics are one thing, but what people tell you is something else.

SaaS 98

SaaS Education Feedback Metrics 98

Nicereply

MAY 11, 2020

Customer loyalty is the result of a company consistently meeting and exceeding customer expectations. The importance of customer loyalty impacts almost every metric important to running a business. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

ChurnZero

FEBRUARY 15, 2019

It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model. .

SaaS 53

SaaS Benchmark Metrics B2B 53

Totango

FEBRUARY 6, 2020

Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. How to Make it Work. Proactive Engagement.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92