Expert insights. Personalized for you.
This week’s survey results will help you better understand the impact of the pandemic on SaaS companies and Customer Success teams, understand weekly trends, and learn from each other’s initiatives to surpass the current challenge. We have gathered insights from our colleagues in the SaaS Customer Success community, which we believe will help us plan more effectively and make better decisions. (Week of May 10, 2020). MORE
A SaaS churn analysis is more than a quick calculation of your customer churn rate. SaaS Churn Analysis Benefits. A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn by: Highlighting current strengths and weaknesses in products and processes. Ultimately, a SaaS churn analysis helps ensure enterprise stability. SaaS churn analysis for large enterprises can be complex, with many factors to consider. MORE
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. There are four key SaaS customer engagement metrics that will give you insight into how your customer is using your product. SaaS Customer Engagement Begins with the Right Metrics. MORE
The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Recurring revenue is the lifeblood of the SaaS industry and a customer’s worth should be measured in the potential value of a long-term relationship, rather than a single sales event. Customer Experience Onboarding SaaS MORE
the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer. The SaaS Awards program is now in its fourth year of celebrating organizational successes and the software innovations that fuel them. About the SaaS Awards. MORE
You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. The digital transformation of the business world has created a customer-centered economy that encourages customers to select SaaS providers who offer products tailored to their personal needs. MORE
To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. The strong suit of the SaaS model is the generation of recurrent revenues. The New SaaS Sales Environment during COVID-19. MORE
CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office. Responses have given us insights that we believe will help any SaaS executive and Customer Success leader make better decisions. SaaS Companies Return to Work Plans. MORE
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. As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn. MORE
In modern business, SaaS (Software-as-a-Service) , or “cloud”, solutions are now strongly preferred for almost all industries and companies. Here are a few reasons why so many companies have made the switch to SaaS…. It’s accessible anywhere, anytime – One of the best parts of SaaS is that it’s accessible wherever and whenever you want. Click here to download our whitepaper with tips and tricks for managing SaaS customers and their onboarding process! MORE
It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Many SaaS companies are hesitant to ask the NPS question of their hundreds of end-users, so instead they end up only taking feedback from a few key stakeholders - a.k.a. The same applies for B2B SaaS companies. MORE
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. This process of creating a customer-centric culture that is focused on delivering additional value to the customer is what defines customer retention in SaaS partnerships. MORE
In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same. Learn more about customer SaaS journey mapping. MORE
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. MORE
These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. The post 7 Customer Marketing Strategies to Increase SaaS Retention appeared first on ChurnZero. Does your marketing often drop the L-bomb? MORE
SaaS is rapidly becoming the preferred choice for businesses of all industries and sizes – in the US alone, about 80% of final users prefer using SaaS applications. For SaaS companies, this means a constant battle to stay on top of the increasing demand and ahead of the competition. So, what can SaaS businesses do to increase revenue? Whether you’re looking for a SaaS business for sale or you already own one, you should consider investing in CRM software. MORE
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. The post Customer Churn During a Pandemic: What SaaS Companies Need to Know appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. MORE
Here are a few reasons why SaaS customer onboarding is seeing a surge in popularity and why it’s valuable to software companies: Good onboarding reduces customer churn – Simply put, providing an inadequate onboarding experience increases the chance that customers will leave your business. Your SaaS customer support team. If they go through a great SaaS onboarding experience , knowledge will spread naturally as needed throughout the entire company. Onboarding SaaS Customers MORE
To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. The strong suit of the SaaS model is the generation of recurrent revenues. The New SaaS Sales Environment during COVID-19. MORE
Software as a Service (SaaS) callback is a system that enables customers to request a call back from a service provider at a later time. With SaaS callback —unlike traditional callback systems—the software is deployed in the cloud and is hosted by a third party. MORE
For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. An efficient, optimized SaaS onboarding process can: Increase customer engagement by encouraging product usage and/or license utilization. How SaaS Enterprises Can Streamline New User Onboarding. Proactively Optimizing SaaS Onboarding. Onboarding SaaS MORE
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). eBooks: Ultimate Guide to SaaS Customer Success Metrics. MORE
Aspect CEO, Patrick Dennis recently had an opportunity to sit with Frank Bria , host of The SaaS CX Show. The post CX in the Contact Center: The SaaS CX Show appeared first on Aspect Blogs. Who is your customer? MORE
We are excited to announce that JustCall is listed as the 14th fastest growing SaaS company in the $1M-$10M bracket and 31st overall. How JustCall differs from other SaaS companies and made it to the Latka’s list. Among the 3500 participating SaaS companies, JustCall is in the top 5% because of the 200% revenue growth over the year – 2019. About 2019 Latka 100: List of Fastest Growing SaaS Companies. MORE
You’re a Customer Success leader in a B2B SaaS organisation. You probably know about the importance of customer retention. In case you don’t—here are two pretty standard, and stand out, facts: Customer Success MORE
SaaS onboarding makes or breaks your customer retention. The post Outdo Your SaaS Onboarding: 8 Expert Tactics to Exceed Expectations appeared first on ChurnZero. It’s a learn-or-churn, adopt-or-get-dropped user experience. MORE
Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. To help get the change started at your enterprise, we’ve put together five customer-centric marketing strategies for SaaS companies that deliver real ROI. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies. MORE
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. MORE
Want to improve customer communications at your SaaS company? The post 5 not-so-obvious tips to improve customer communications for your SaaS business appeared first on HelpCrunch blog. Read these five tips based on science and our own experience. MORE
In many cases, the same SaaS usage metrics that sales and product teams use also apply in customer situations. Here are three of the top SaaS usage metrics customer success leaders need to track: 1. In the world of SaaS usage metrics, product engagement rates are the cream of the crop. MORE
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. A high churn rate is quite alarming for a SaaS company. Why NPS Is Necessary for SaaS Companies. SaaS is one of the fastest growing business segments today. MORE
Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community. But in reality, all products and subscriptions have a learning curve that can block a customer from fully adopting the product. MORE
The three most common SaaS sales challenges can be overcome and lead to breakthrough levels of success. Here’s a closer look at these common roadblocks for SaaS salespeople, along with some tips for addressing them as part of your sales training development strategies. MORE
One of the unique ways a SaaS company operates is that they exist in a constantly changing environment. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team. MORE
The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Salesforce , the much-led and renowned CRM platform, is the pioneer of SaaS. MORE
Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. SaaS Customer Success Best Practices That Work. As such, customer success in the SaaS market is not the domain of a single team— it’s a company-wide strategy. MORE
It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right? SaaS Customer loyalty customer retention MORE
Here are a few key ways the COVID-19 pandemic is impacting SaaS companies: An indefinite shift to remote work: It’s one thing to give your employees the option to work from home or even encourage remote work as a cultural benefit of your company. MORE
ChurnZero is a finalist in the 2020 SaaS Awards Program in the Best SaaS for Customer Services or CRM category. . Head of operations for the SaaS Awards, James Williams, said: “Software-as-a-service’s force for positive disruption never seems to abate, with seemingly unending solutions for modern business. SaaS technologies are more important than ever. . You Mon Tsang, CEO and Founder of ChurnZero said “To make the SaaS Awards shortlist is an honor. MORE
As a SaaS company grows, customer success becomes even more important. But, if you’re a SaaS company and you’re doing great without a success team, why should you care? Let’s look at the future of SaaS customer success and why it’s become a focus for so many companies…. Enriching relationships with customer success is no longer a “bonus” – Many SaaS companies can no longer sit back and collect recurring revenue with minimal customer interactions. MORE
We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. MORE
SaaS Related Topics 
CSM Practice
JULY 6, 2020
To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. The strong suit of the SaaS model is the generation of recurrent revenues. The New SaaS Sales Environment during COVID-19.
Integrity Solutions
NOVEMBER 2, 2018
The three most common SaaS sales challenges can be overcome and lead to breakthrough levels of success. Here’s a closer look at these common roadblocks for SaaS salespeople, along with some tips for addressing them as part of your sales training development strategies.
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Totango
AUGUST 12, 2020
The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Recurring revenue is the lifeblood of the SaaS industry and a customer’s worth should be measured in the potential value of a long-term relationship, rather than a single sales event. Customer Experience Onboarding SaaS
Customer Guru
JULY 3, 2018
The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Salesforce , the much-led and renowned CRM platform, is the pioneer of SaaS.
ClientSuccess
APRIL 13, 2020
Here are a few key ways the COVID-19 pandemic is impacting SaaS companies: An indefinite shift to remote work: It’s one thing to give your employees the option to work from home or even encourage remote work as a cultural benefit of your company.
CSM Practice
MAY 12, 2020
This week’s survey results will help you better understand the impact of the pandemic on SaaS companies and Customer Success teams, understand weekly trends, and learn from each other’s initiatives to surpass the current challenge. We have gathered insights from our colleagues in the SaaS Customer Success community, which we believe will help us plan more effectively and make better decisions. (Week of May 10, 2020).
|
ClientSuccess
AUGUST 18, 2020
In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same. Learn more about customer SaaS journey mapping.
Totango
JULY 31, 2020
For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward. An efficient, optimized SaaS onboarding process can: Increase customer engagement by encouraging product usage and/or license utilization. How SaaS Enterprises Can Streamline New User Onboarding. Proactively Optimizing SaaS Onboarding. Onboarding SaaS
VHT
SEPTEMBER 18, 2018
Software as a Service (SaaS) callback is a system that enables customers to request a call back from a service provider at a later time. With SaaS callback —unlike traditional callback systems—the software is deployed in the cloud and is hosted by a third party.
Totango
FEBRUARY 7, 2019
You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. The Top 5 SaaS Renewal Best Practices. We’ve gathered 5 of our favorite SaaS renewal best practices to help you remove the stress from your retention process: Define your customer. The digital transformation of the business world has created a customer-centered economy that encourages customers to select SaaS providers who offer products tailored to their personal needs.
ChurnZero
AUGUST 4, 2020
ChurnZero is a finalist in the 2020 SaaS Awards Program in the Best SaaS for Customer Services or CRM category. . Head of operations for the SaaS Awards, James Williams, said: “Software-as-a-service’s force for positive disruption never seems to abate, with seemingly unending solutions for modern business. SaaS technologies are more important than ever. . You Mon Tsang, CEO and Founder of ChurnZero said “To make the SaaS Awards shortlist is an honor.
|
Totango
APRIL 24, 2020
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. This process of creating a customer-centric culture that is focused on delivering additional value to the customer is what defines customer retention in SaaS partnerships.
Totango
FEBRUARY 5, 2019
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.
TeamSupport
SEPTEMBER 28, 2018
One of the unique ways a SaaS company operates is that they exist in a constantly changing environment. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.
ClientSuccess
JULY 7, 2020
In many cases, the same SaaS usage metrics that sales and product teams use also apply in customer situations. Here are three of the top SaaS usage metrics customer success leaders need to track: 1. In the world of SaaS usage metrics, product engagement rates are the cream of the crop.
Aspect
APRIL 17, 2020
Aspect CEO, Patrick Dennis recently had an opportunity to sit with Frank Bria , host of The SaaS CX Show. The post CX in the Contact Center: The SaaS CX Show appeared first on Aspect Blogs. Who is your customer?
ChurnZero
AUGUST 28, 2020
SaaS onboarding makes or breaks your customer retention. The post Outdo Your SaaS Onboarding: 8 Expert Tactics to Exceed Expectations appeared first on ChurnZero. It’s a learn-or-churn, adopt-or-get-dropped user experience.
Team Support
JUNE 28, 2019
Here are a few reasons why SaaS customer onboarding is seeing a surge in popularity and why it’s valuable to software companies: Good onboarding reduces customer churn – Simply put, providing an inadequate onboarding experience increases the chance that customers will leave your business. Your SaaS customer support team. If they go through a great SaaS onboarding experience , knowledge will spread naturally as needed throughout the entire company. Onboarding SaaS Customers
Totango
JANUARY 22, 2019
Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. SaaS Customer Success Best Practices That Work. As such, customer success in the SaaS market is not the domain of a single team— it’s a company-wide strategy.
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. The post Customer Churn During a Pandemic: What SaaS Companies Need to Know appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.
LiveChat
SEPTEMBER 19, 2018
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.
TeamSupport
OCTOBER 12, 2018
It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right? SaaS Customer loyalty customer retention
JustCall
JANUARY 22, 2020
We are excited to announce that JustCall is listed as the 14th fastest growing SaaS company in the $1M-$10M bracket and 31st overall. How JustCall differs from other SaaS companies and made it to the Latka’s list. Among the 3500 participating SaaS companies, JustCall is in the top 5% because of the 200% revenue growth over the year – 2019. About 2019 Latka 100: List of Fastest Growing SaaS Companies.
ChurnZero
JULY 9, 2020
These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. The post 7 Customer Marketing Strategies to Increase SaaS Retention appeared first on ChurnZero. Does your marketing often drop the L-bomb?
HelpCrunch
AUGUST 3, 2018
Want to improve customer communications at your SaaS company? The post 5 not-so-obvious tips to improve customer communications for your SaaS business appeared first on HelpCrunch blog. Read these five tips based on science and our own experience.
Totango
MAY 8, 2020
A SaaS churn analysis is more than a quick calculation of your customer churn rate. SaaS Churn Analysis Benefits. A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn by: Highlighting current strengths and weaknesses in products and processes. Ultimately, a SaaS churn analysis helps ensure enterprise stability. SaaS churn analysis for large enterprises can be complex, with many factors to consider.
inSided
NOVEMBER 22, 2019
You’re a Customer Success leader in a B2B SaaS organisation. You probably know about the importance of customer retention. In case you don’t—here are two pretty standard, and stand out, facts: Customer Success
CSM Practice
MAY 12, 2020
CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Our COVID-19 survey also focused on uncovering SaaS companies’ plans for returning to working in the office. Responses have given us insights that we believe will help any SaaS executive and Customer Success leader make better decisions. SaaS Companies Return to Work Plans.
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. As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn.
TeamSupport
JANUARY 18, 2019
In modern business, SaaS (Software-as-a-Service) , or “cloud”, solutions are now strongly preferred for almost all industries and companies. Here are a few reasons why so many companies have made the switch to SaaS…. It’s accessible anywhere, anytime – One of the best parts of SaaS is that it’s accessible wherever and whenever you want. Click here to download our whitepaper with tips and tricks for managing SaaS customers and their onboarding process!
CSM Magazine
JULY 22, 2020
SaaS is rapidly becoming the preferred choice for businesses of all industries and sizes – in the US alone, about 80% of final users prefer using SaaS applications. For SaaS companies, this means a constant battle to stay on top of the increasing demand and ahead of the competition. So, what can SaaS businesses do to increase revenue? Whether you’re looking for a SaaS business for sale or you already own one, you should consider investing in CRM software.
Totango
JANUARY 4, 2019
Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. To help get the change started at your enterprise, we’ve put together five customer-centric marketing strategies for SaaS companies that deliver real ROI. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies.
ProProfs Chat
APRIL 12, 2019
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. A high churn rate is quite alarming for a SaaS company. Why NPS Is Necessary for SaaS Companies. SaaS is one of the fastest growing business segments today.
Calabrio
FEBRUARY 11, 2020
We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state.
Totango
APRIL 16, 2019
Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community. But in reality, all products and subscriptions have a learning curve that can block a customer from fully adopting the product.
PeopleMetrics
FEBRUARY 26, 2018
It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Many SaaS companies are hesitant to ask the NPS question of their hundreds of end-users, so instead they end up only taking feedback from a few key stakeholders - a.k.a. The same applies for B2B SaaS companies.
TeamSupport
MARCH 29, 2019
As a SaaS company grows, customer success becomes even more important. But, if you’re a SaaS company and you’re doing great without a success team, why should you care? Let’s look at the future of SaaS customer success and why it’s become a focus for so many companies…. Enriching relationships with customer success is no longer a “bonus” – Many SaaS companies can no longer sit back and collect recurring revenue with minimal customer interactions.
Squelch
JULY 30, 2019
the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been named a finalist in the 2019 SaaS Awards in the category of Best SaaS Newcomer. The SaaS Awards program is now in its fourth year of celebrating organizational successes and the software innovations that fuel them. About the SaaS Awards.
ClientSuccess
APRIL 25, 2018
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). eBooks: Ultimate Guide to SaaS Customer Success Metrics.
Totango
JANUARY 31, 2019
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. There are four key SaaS customer engagement metrics that will give you insight into how your customer is using your product. SaaS Customer Engagement Begins with the Right Metrics.
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