SaaS Customer Engagement Metrics That Can’t Be Ignored

Totango

Every successful SaaS company must be a strict disciple of the culture of the customer. SaaS customer engagement, therefore, needs to inform the entire customer journey. In order to do that, you need to use the right SaaS customer engagement metrics. These metrics are practical measures of exactly how much, or how little, your customer is actively engaged with your product at any given time. Key Customer Engagement Metrics.

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6 SaaS Customer Retention Best Practices

Totango

Rather, customer retention for SaaS enterprises is a result of the customer experience. The continued growth of the SaaS model, led by the multi-billion-dollar successes of B2B giants Microsoft and Salesforce , reflects a more responsive relationship between customer investment and ROI.

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7 Tips for Better SAAS Board Meetings

AskNicely

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.

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7 Tips for Better SAAS Board Meetings

AskNicely

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.

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Top 5 SaaS Customer Success Health Metrics and 5 Runner-Ups

ClientSuccess

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Your best metrics are…”.

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

Totango

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Reducing Churn with SaaS Strategies. The digital transformation of business has empowered customers to expect responsive, personalized service from SaaS providers. The following SaaS strategies for customer success are all based on using data to create an intuitive customer experience: Rapidly onboarding. Why SaaS Customers Churn.

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Chatbot Analytics: Essential Metrics & KPIs to Measure Bot Success

REVE Chat Blog

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. The key areas where chatbot analytics and metrics help are: Assess chatbot effectiveness .

Customer Success Management in SaaS – LiveChat Team Strategy

LiveChat

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.

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All Things About SaaS Customer Service

ProProfs Blog

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. To answer it in this article, we’re going to look at: What is SaaS Customer Support?

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What Factors Make the Best SaaS Onboarding Experience?

ClientSuccess

SaaS sales experiences are not necessarily known to be smooth sailing, and customers might still have plenty of questions about your product and its value coming out of this process. The post What Factors Make the Best SaaS Onboarding Experience?

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What Factors Make the Best SaaS Onboarding Experience?

ClientSuccess

SaaS sales experiences are not necessarily known to be smooth sailing, and customers might still have plenty of questions about your product and its value coming out of this process.

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Customer Health Metrics That Matter

CSM Practice

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. You can follow the links above for each metric category.

Customer Health Metrics That Matter

CSM Practice

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. You can follow the links above for each metric category.

The Most Important Customer Success Metrics to Track and How to Improve Them

Totango

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. There are three critical areas of the customer experience that can be accurately measured using customer success metrics. Adoption Metrics: Measuring the customer’s use of the product. Let’s take a closer look at each metric.

How to Measure Customer Satisfaction in 8 Easy Ways (Methods & Metrics)

REVE Chat Blog

Measuring customer satisfaction metrics gives you valuable insights into your overall business performance. Increase customer lifetime value (CLTV) – When brands are able to meet and exceed customers’ expectations, they transform into loyal customers from one time buyers. In-app surveys – It helps you to understand how well is your support inside your app (be it SaaS or Mobile). Select the customer satisfaction metric. The key metrics are as follows: #1.

The New Ultimate Question for Customer Success and SaaS

ClientSuccess

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). Do you feel as though our team is meeting your specific project goals?

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7 Strategies to Benchmark SaaS Customers to Success

Amity

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. Strategy 6: Customer Benchmarking using your SaaS Product.

The 15 Essential Customer Success Metrics & KPIs (How to Measure & Improve Them)

ProProfs Blog

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.

5 Bulletproof SaaS Strategies Proven to Build a Culture of Customer Success

ClientSuccess

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. Ultimate Guide to SaaS Customer Success Metrics.

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How Amity Can Help With SaaS CAC Efficiency Cranks

Amity

Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view.

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6 Metrics that Help Calculate Your Customer’s Health & the SuccessScore™

ClientSuccess

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. In this post, we will cover six customer success health scoring metrics that will help you get started. 6 Customer Success Health Scoring Metrics. This is especially true when it comes to SaaS products and services.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

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.

Attention CSMs : How to carpe your diem!

CustomerSuccessBox

You have to quickly go through all the emails and segregate them on the basis of priority and call to action, for example, follow-ups on support tickets, technicals questions, meeting requests, implementing new features, renewals, invoices, etc.

11 Levels of Customer Success Maturity

CustomerSuccessBox

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase!

With no System of Record of Customer Success, did anything actually happen?

Amity

CustomerSuccess #SystemOfRecord verifies contributions to #SaaS bottom line. You’re headed to the monthly exec meeting. Every department manager will be there—waving stats and metrics of accomplishments and closes—justifying their departments’ existence. Make it black and white.

Customer Training: The Secret to Scale in Customer Success

CSM Practice

For example, we were hired to determine the best onboarding strategy for one of our SaaS clients that needed to scale their customer success operations. As such, it is no surprise that many SaaS companies offer train-the-trainer programs for their customers during the onboarding process.

A Closer Look at On-Premise Customer Success Programs

CSM Practice

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. In many ways, Customer Success has become synonymous to SaaS. In this blog, I share their observations on the differences between Customer Success programs for SaaS and those for on-premise, derived from their professional experience over the past few years. Customer Success metrics. #1.

Customer Training: The Secret to Scale in Customer Success

CSM Practice

For example, we were hired to determine the best onboarding strategy for one of our SaaS clients that needed to scale their customer success operations. As such, it is no surprise that many SaaS companies offer train-the-trainer programs for their customers during the onboarding process.

The 5 Telltale Signs you are in a Customer Maturity Phase (or Why You Really Do Need Customer Success)

Amity

In the early stages of your SaaS business, the focus is rightly on building the product, developing the market, forming new partnerships, securing early adopters and converting trials into customers.

7 Podcasts Customer Success Professionals Should Subscribe To

ChurnZero

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . The SaaS Revolution Show.

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8 Exceptional Customer Success Professionals Share Insights on the Future

Amity

While many SaaS companies are shifting towards pooled and self-serve support, some will focus on generating a deep understanding of their customer’s business drivers, their unique definitions of success, and how they are using services. Moving Beyond SaaS.

7 Reasons You Might Not Be Ready for Customer Success ….Yet!

Amity

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? The probability of selling to a new prospect is 5-20% – Marketing Metrics. You don’t have metrics or KPIs.

The Ultimate Guide to CSM Compensation Plans

CSM Practice

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses.

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Amity combines Workflow, Automation and Customer Insights to Create the First Closed-loop Customer Success Platform

Amity

The dashboard that once tracked totals for number of accounts and MRR, now summarizes all key metrics for Revenue, Health, Journeys, Activity and Engagements for 7, 30, 60 and 90 day time periods across the top. Amity Blog Amity customer success SaaS

Refining Your Value Proposition

Amity

How exactly does it meet your need? Your management system should include metrics, training, coaching, and job aids to help set and reinforce the new habit. Amity Blog Amity customer success Ed Powers SaaSLearning is essential in any business.

3 Considerations When Selecting Your Customer Success Platform

ClientSuccess

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. A close second, however, is metrics.

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