Kayako

FEBRUARY 16, 2017

Customers expect easy and intuitive self-service: An earlier Forrester consumer survey about channel usage for customer service, reported that use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. 68% of SaaS/Tech companies have a well-placed search bar.

SaaS 92

SaaS Self service Best practices Customer Support 92

Mindtouch

MAY 14, 2018

Customer success has evolved over the past decade. Most successful SaaS companies now have a dedicated customer success function, a trend that’s expanding into manufacturing and other industries. Businesses now understand that customers who continue finding value tend to become product experts and loyal brand advocates.

Customer retention 66

Customer retention SaaS Customer effort Metrics 66

CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52