Customer Usage Metrics That Matter

CSM Practice

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 Success Financial Metrics That Matter

CSM Practice

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.

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CSM Team Performance Metrics That Matter

CSM Practice

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.

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.

A SaaS Companies Guide to Improving and Driving Customer Retention

ProProfs Blog

More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations.

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Top 5 SaaS Customer Success Financial 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 financial metrics.

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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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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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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.

Customer Usage Metrics That Matter

CSM Practice

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 Usage Metrics That Matter

CSM Practice

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.

Does Customer Success Mean Anything Outside of SaaS?

Amity

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. All companies, not just SaaS, should leverage technology.

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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.

Customer Success Financial Metrics That Matter

CSM Practice

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.

Customer Success Financial Metrics That Matter

CSM Practice

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.

CSM Metrics: Latest and Greatest Thinking

ClientSuccess

For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. Then, when it comes time to have an ROI or expansion discussion, the time-to-value metric can play a large part in these conversations. .

Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide

Totango

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage. Interactive Usage Metrics. Activation Metrics. Interactive Usage Metrics. Activation Metrics.

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Customer Success Metrics

Amity

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. Expansion revenue can have a big impact on your SaaS metrics and your bottom line.

How to achieve 130% MRR Retention?

CustomerSuccessBox

Expansion revenue consists of upgrades, upsells and cross sells. Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). Even in SaaS, if you are unable to control your churn rate, you are doomed. Upsells + Upgrades.

SaaS customer retention best practices to maximize renewals

CustomerSuccessBox

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.

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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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! Predictable Upsells.

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

Amity

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

How to Increase Revenues with a Better Renewal Process

CSM Practice

A steady stream of recurring revenue is essential for any SaaS company. Optimizing the renewal process is the solution to stabilizing and maintaining the recurring revenue streams from SaaS clients. It forms the basis for the company’s profitability and valuation.

How to Get Your Customer Success Budget Increased

CSM Practice

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Step 2: Metrics.

The WHY, WHAT and HOW of Customer Success

Amity

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHAT is SaaS Customer Success? – Ability to look for and enable upsell growth opportunity.

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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CS in Conversation: Focus on Adoption to Demonstrate the Need for Customer Success

Amity

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. With SaaS, there is no such thing as shelf-ware.

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.

Why You Should Focus on Nurturing the Customer Relationship

Totango

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. And this repeated revenue stream is the lifeblood of SaaS and related enterprises.

Refining Your Value Proposition

Amity

Your management system should include metrics, training, coaching, and job aids to help set and reinforce the new habit. Note how segmentation correlates with usage, satisfaction, churn, upselling and cross-selling behaviors. Amity Blog Amity customer success Ed Powers SaaS

How to Gather Customer Insights with CS Software

Totango

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Upselling.

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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CS In Conversation: The Ideal Customer Success Platform

Amity

I would be looking for something to provide my entire service delivery organization a predefined activity path (customer journey) that guarantees consistency and provides my managers essential control points and associated reporting performance metrics. Managing a KPI such as ‘Revenue at Risk’ helps justify and improve the ROI of investing in customer success through targeted upsells, cross-sells and expansion. Amity Blog Amity customer success SaaS

2018 Trends in Customer Success that Make an Impact

ClientSuccess

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.

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The Customer Success Dictionary of Reference: Part I

ClientSuccess

And, like most industries, every single SaaS company is different. A SaaS-focused CSM will help a customer get implemented or activated on their new platform or product, train individual departments to ensure long-term success, and then work with them through any immediate issues that arise.

The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy

Totango

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 Gather Customer Insights with CS Software

Totango

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Upselling.

Why Customer Success is Important in the Modern Age

Totango

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. Upsells aren’t dependent on timelines and are not even helpful for some customers. Times are changing.