ChurnZero

JUNE 15, 2021

In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics. cross-selling, upselling, etc.) The Impact of Retention on a SaaS Business.

Metrics 59

Metrics SaaS Upselling Surveys 59

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Upselling SaaS 52

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. There’s much skepticism about NPS being a valid metric to rely on. What’s Next For Customer Success?

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

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. It can also be helpful to keep an eye on the data.

Management 98

Management Upselling SaaS Education 98

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

NOVEMBER 27, 2017

Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay. Pause for a moment and try to think of an industry where helping clients succeed doesn’t apply.

SaaS 71

SaaS industry standards Upselling Education 71

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. If you are a SaaS business, churn is your devil with the pitchfork. But SaaS leaders know the importance of Net Revenue Retention and tracking it. NRR is the most widely used customer success metric.

Upselling 52

Upselling SaaS Metrics Accountability 52

CustomerSuccessBox

JULY 9, 2021

In a SaaS business-like CustomerSuccessBox , anyone who buys a subscription to your product is a customer. SaaS Customers. You have to pay emphasis to right onboarding and various other metrics to ensure customer retention. Within the SaaS industry, it is the key to your business strategy. Definition of a client.

SaaS 52

SaaS Customer retention Upselling Personalization 52

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Customer Experience Metrics Will Improve Your Company’s Performance. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. Register for BIG RYG DC here. .

Personalization 95

Personalization SaaS Upselling B2B 95

CustomerSuccessBox

SEPTEMBER 2, 2021

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. In this article, I will explain why the CAC metric is important, how you can measure and improve it. CAC at different industries.

SaaS 52

SaaS Metrics Advertising Sales 52

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. The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. What would you do if you can’t maintain and improve your ARR?

Upselling 59

Upselling SaaS Metrics Accountability 59

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. This is a reactive approach and is NOT true.

Best practices 40

Best practices Customer retention SaaS Metrics 40

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Recommended read: Increase Customer Success with Equivalent Metrics. Must-Read Customer Success Blogs.

Consulting 98

Consulting Consulting Best practices Upselling 98

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. 31 st Fastest Growing SaaS Company on SaaS Mag’s list.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. It can also be helpful to keep an eye on the data.

Management 52

Management Upselling SaaS Customer retention 52

Nicereply

JUNE 20, 2023

The SaaS model has blurred the lines between marketing, sales, conversion, on-boarding, training, support,and retention. Roles with similar titles have vastly different responsibilities , deliverables, and metrics in the market. CX roles will sometimes require technical know-how in the specific organization industry (eg.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ChurnZero

SEPTEMBER 8, 2020

Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. Into SaaS ? We all face the same challenges in understanding SaaS businesses. . Retention + Upsell = Growth It’s more efficient Bella Renney #saastrannual. Calculating churn can be tricky.

SaaS 90

SaaS Upselling Customer centricity Education 90

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. Why Optimizing Your SaaS Onboarding Matters. What Is the Client Onboarding Process?

Journey mapping 95

Journey mapping SaaS Upselling Enterprise 95

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. The only problem is knowing where to start—so we’re here to help. We’ll help you find your path to success. Start with: What is Customer Experience?

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Totango

AUGUST 9, 2022

Firmographics: such as company size, industry, and annual revenue. Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

Best practices 102

Best practices B2B Journey mapping Upselling 102

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. Register for SaaStr Annual 2021 here.

Personalization 52

Personalization SaaS Upselling B2B 52

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn).

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. First , actively monitoring your CRR provides you with an objective metric to measure the effectiveness of your customer retention strategy. How to Improve Your Customer Retention Rate.

Customer retention 88

Customer retention Upselling Enterprise Benchmark 88

CustomerSuccessBox

JANUARY 2, 2022

Let’s assume that a growing SaaS firm acquires more customers, hires more employees, and increased the number of all other key stakeholders. For SaaS businesses, it should be the motto to live by. An important factor to consider is that it sometimes requires creating value frameworks per industry you serve. VALUE ’ is important.

SaaS 52

SaaS Metrics Accountability Upselling 52

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. So what should the focus be on?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. .

Upselling 64

Upselling Accountability Enterprise Metrics 64

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 74

SaaS Finance Metrics Upselling 74

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. If you are someone working in a SaaS startup, this blog has excellent thoughts to share with you. CustomerSuccessBox. 16 Ventures. 16 Ventures.

SaaS 52

SaaS Upselling Education Customer retention 52