ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 98

Benchmark SaaS Metrics B2B 98

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts.

Benchmark 98

Benchmark SaaS B2B B2C 98

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. However, this isn’t scalable. NPS indicates customer loyalty.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: It’s based on data.

SaaS 49

SaaS Metrics Customer retention Surveys 49

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmark 52

Benchmark SaaS Metrics B2B 52

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

SaaS 59

SaaS Customer retention Coaching Consulting 59

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Spread Wisdom With Webinars. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

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. Customer Success vs. Sales.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. How To Calculate Customer Acquisition Cost.

SaaS 52

SaaS Metrics Advertising Sales 52

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. SaaS metrics the CFO and CS leader both need to know. • You can now view the webinar on-demand here.

Finance 61

Finance SaaS Education Customer retention 61

ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. NPS software is used to create, deploy, and manage NPS surveys. Webinar Software. What is NPS software?

CRM 87

CRM Finance Upselling Accountability 87

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. What are your metrics?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

Best practices 64

Best practices Metrics Feedback SaaS 64

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. Today, hybrid models are becoming more common.

Education 52

Education Upselling Consulting Consulting 52

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

SmartKarrot

JULY 16, 2020

Hence, SaaS companies need to be proactive about user retention if they want to build a loyal customer base. In this blog, we are going to delve into the reasons why retention is a critical step, some of the best metrics to use to calculate the retention. Key Retention Metrics. Let’s get started. Why Retention is Critical.

SaaS 10

SaaS Metrics Customer retention Upselling 10

Amity

JULY 4, 2017

NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” From outcome metrics, to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Totango

MARCH 10, 2020

The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen. Things you learn from one escalation or survey response can be relevant to the experience of other customers, especially those of similar size, value, or industry.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Use surveys like NPS to help gather customer sentiment. Have they recently filled out a customer survey?

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

ChurnZero

JULY 16, 2021

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. Q&A Recap.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

TeamSupport

JULY 27, 2020

Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of 2020, according to a recent industry survey of CXOs. Not all businesses are freezing spending.

B2B 90

B2B Finance Metrics Customer Support 90

NICE inContact

OCTOBER 10, 2018

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. As a follow up, Mr. Brown has provided input into the following Questions and Answers: 1) Please translate the “Metrics” acronyms – CES, NPS, Churn Rate, LTV and EX, and how these help lead to continual improvement.

Contact Center 48

Contact Center Metrics SaaS Customer effort 48

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. It is usually measured through surveys after a customer interaction.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Cisco - Contact Center

JANUARY 27, 2020

Their survey of 362 firms found that although 80% of the firms believed that they delivered a “superior service” only 8% of the firm’s customers believed that. In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. What’s Next?

Contact Center 89

Contact Center contact center solutions Enterprise Cloud contact 89

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : For our high-touch customers, we provide the traditional QBR (quarterly business review) with readouts of metrics and information. What may work for SaaS, may not work for another industry.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Totango

FEBRUARY 21, 2019

Exit surveys and direct communication can yield results as long as you personalize your message and maintain a respectful tone. A survey of more than 1 million SaaS customers found that cancellations were almost always preceded by a period of non-use. Gather Information. The simplest way to find out is to ask.

Accountability 63

Accountability Customer centricity SaaS Surveys 63

Amity

JANUARY 13, 2016

In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact. A Guide of SaaS Companies. In this article, Benjamin Brandall provides a guide to the importance of Customer Success for SaaS companies. • What Does "Customer Success" Mean for SaaS Startups.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

ChurnZero

JULY 2, 2019

Conduct a Customer Survey. Hopefully your Customer Success team is already running regular (and automated) Net Promoter Score (NPS) surveys, but outside of that you might find that you haven’t surveyed your customers recently to get a more detailed gauge on their satisfaction and feedback. Upcoming Webinar.

Surveys 40

Surveys SaaS Accountability Feedback 40

JivoChat

JULY 20, 2021

More importantly, we’ll teach you how to retain customers with 16 powerful customer retention strategies, which are effective whether you own a SaaS company, e-commerce store, or freelance business. You can collect customer feedback with a survey or by conducting user testing and focus groups with your customers.

Customer retention 52

Customer retention Gamification Education Self service 52

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Some of the questions asked in the survey were similar to the core TSIA benchmark.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. MH : For our high-touch customers, we provide the traditional QBR (quarterly business review) with readouts of metrics and information. What may work for SaaS, may not work for another industry.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58