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. The SaaS mindset of “top-line growth over everything” is changing. .

SaaS 98

SaaS Customer centricity Finance Best practices 98

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. Answer options are usually presented on a 3-point or 5-point scale (e.g., This is most obvious among SaaS companies that offer tiered pricing and services. The onboarding process following a purchase is especially crucial in SaaS.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Global Response

FEBRUARY 7, 2023

There’s a nearly endless amount of metrics you could be tracking for your customer service—but many brands make the mistake of tracking too many rather than too few. Begin with at least 1-2 metrics that measure customer experience directly. While there’s many metrics to choose from, these 5 are the most important.

Metrics 62

Metrics Customer Experience Surveys Customer effort 62

aircall

NOVEMBER 28, 2022

Pipedrive is a SaaS unicorn—a deal-driven CRM solution which empowers marketing and sales teams. These metrics are very commendable, but Pipedrive wanted to raise the bar even higher. So irrespective of whether it’s to present big picture overviews or a deep dive into details, Klaus’ KPI dashboard ensures it’s an effortless process.

SaaS 62

SaaS Calibration Customer Service Benchmark 62

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Be Lean and Agile to Reduce Customer Churn in SaaS.

SaaS 77

SaaS Best practices Enterprise Finance 77

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. What metrics do investors care about most?

SaaS 98

SaaS Benchmark Metrics Consulting 98

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. So, What Went Wrong with NPS?

Airlines 274

Airlines Metrics Accountability SaaS 274

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics Upselling SaaS Accountability 52

ShepHyken

AUGUST 18, 2023

Measuring Success: Key Performance Indicators (KPIs) Customer Satisfaction Metrics and Feedback Measuring customer satisfaction through feedback and survey data helps gauge the effectiveness of AI-driven customer service. He is an expert in marketing technology and SaaS.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Accountability 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Accountability 52

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. Customer retention is critical — particularly for B2B SaaS companies. Measuring both of these metrics will give a more balanced view of your retention. Probably not. That’s because Customer Retention is critical.

Customer retention 52

Customer retention Metrics Upselling SaaS 52

Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. Peter Armaly, a customer success expert with Oracle Marketing Cloud, argued in his presentation at the 2016 Customer Success Summit that it should be a foundational activity of CSMs. I’ve written more about this link in a recent post.

Benchmark 59

Benchmark SaaS Best practices Metrics 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. . Step 5- Configure engagement analytics . Step 6- Training Session.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue.

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. Non-SaaS companies need to look for industry-specific triggers that give a glimpse into the crystal ball of retention.

SaaS 71

SaaS industry standards Upselling Education 71

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

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

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. The top metrics in CS are all revenue metrics.

SaaS 98

SaaS Metrics Best practices Benchmark 98

Amity

DECEMBER 17, 2014

Aside from new delivery methods and pricing structures, SaaS companies are also expecting their technology investments to provide metrics that help them manage the customer lifecycle – from conversion through to retention, renewals and growth. Amity: Ideally, what should I expect from a recurring billing service for my SaaS business?

Metrics 48

Metrics SaaS Benchmark Customer retention 48

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics SaaS Best practices Accountability 41

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. Ultimate Guide to SaaS Customer Success Metrics. To hear more from other customer success thought leaders like Carine, join your peers at the CS100 Summit.

SaaS 40

SaaS Best practices Personalization Metrics 40

ChurnZero

APRIL 18, 2024

Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar). 2: Customer journeys Analog / High-touch: Align metrics with account health by tracking performance through customer milestones. Digital: Set up consistent journey metrics (e.g.

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

Lumoa

FEBRUARY 14, 2024

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. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ChurnZero

JUNE 17, 2022

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. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Nicereply

NOVEMBER 23, 2023

Customer satisfaction isn’t just a metric; it’s the basis of sustainable business growth. Presentation Anchors: Starting or ending your presentations with a relevant quote can be powerful. Embracing Feedback: Negative feedback , while hard to digest, is an opportunity in disguise.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Metrics 40

Metrics SaaS Sales Marketing 40

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. Learn about this new customer metric that helps predict customer churn.

Management 98

Management Upselling SaaS Education 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. I don’t think NRR is the only metric that matters.

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. I don’t think NRR is the only metric that matters.

Upselling 97

Upselling Metrics SaaS Sales 97

CustomerSuccessBox

AUGUST 25, 2022

The SaaS space is ever-changing and growing. So, how does one keep up with the SaaS trends? Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. Suggested Read : Top 10 SaaS Conferences of 2022. Did you miss them? You’ve got nothing to worry about! TSIA World.

SaaS 52

SaaS Education Metrics Marketing 52

ChurnZero

OCTOBER 5, 2021

SaaStr Annual is always a time to look forward to as it’s a chance to join our peers in SaaS, to learn from the best in the business, to avoid big mistakes, to strengthen ties, to do better – so we can all achieve the impossible. SaaS customers are only using 50% of the licenses that they buy- @markroberge.

SaaS 95

SaaS B2B Customer retention Sales 95

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before.

SaaS 81

SaaS Accountability Metrics Sales 81

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. Kristina: CX has really evolved over the past decade.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. This reduction in cash flow is likely to increase rates of SaaS customer churn. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue.

SaaS 91

SaaS Customer retention Best practices Telecommunications 91