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

ClientSuccess

DECEMBER 21, 2020

While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. Taking stock of your current processes can give your team a good jumping-off point heading into 2021. Be set for success in 2021 with ClientSuccess.

Finance 93

Finance SaaS Best practices Accountability 93

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

aircall

JUNE 28, 2022

By the way, transparency is at the center of our values, that is why for the past eight years we’ve been communicating regularly to our entire team our most important metrics, our ARR, our NPS, our profit margins, and more. At this moment, we introduce NPS as our second “Core Metric That Matters” next to MRR growth. The Maturity.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if youre measuring what really matters. all the metrics your CEO and CFO care about) and set the context for their usage. all the metrics your CEO and CFO care about) and set the context for their usage.

SaaS 52

SaaS Metrics Surveys Enterprise 52

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. What Is the Freemium SaaS Model?

SaaS 78

SaaS Best practices Upselling Journey mapping 78

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. And stay tuned for our next BIG RYG conference happening in fall 2021 (more details to come).

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

JANUARY 15, 2021

For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. But what else is in store for this trendsetting team in 2021? 2021 will be the year of the breakthrough of the one-to-many CSM. Partner success will be a growing need in 2021.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

SEPTEMBER 8, 2021

In response, some organizations have slatted in-person events for the tail end of 2021. . Top Three In-Person Conferences for Customer Success Professionals to Attend in 2021. SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA. Join Cloud and SaaS Founders, VC and Execs, in-person, once again in the SF Bay Area!

Personalization 52

Personalization SaaS Upselling B2B 52

CustomerSuccessBox

JULY 19, 2021

For SaaS companies today, there are many aspects of their business to consider when creating and measuring success. What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. These are Top Customer Success Statistics in 2021.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

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

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success.

SaaS 88

SaaS Finance Customer centricity Metrics 88

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. And we thought, who better to ask than those that chose to invest in us along the way.

SaaS 98

SaaS Metrics Sales Marketing 98

Satrix Solutions

JANUARY 24, 2022

Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform. Dashboards are limiting and only look to examine several quantitative metrics for the organization. Some organizations also make an investment into something like retention marketing.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

Quadient

MAY 21, 2021

12 RFP answers you need before signing your SaaS CCM contract. Fri, 05/21/2021 - 18:03. You’ve spent the last three quarters researching, line-iteming – and securing - the budget and creating the metrics. 12 RFP questions you need to ask your potential SaaS CCM vendor . Andrea Haughton. Billing & Upcharges .

SaaS 52

SaaS Metrics Government Engineering 52

ProProfs Blog

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features. Bonus Read: Best Online Survey Tools for 2021 | Top Survey Software Compared.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value.

Journey mapping 81

Journey mapping SaaS Enterprise B2B 81

ChurnZero

DECEMBER 28, 2021

Leading the way, Google released their Year in Search for 2021. Who would have thought that 2021 would be the year the world searched for “y2k” more than ever before? Here’s ChurnZero’s greatest hits compilation of our top content, milestones, and happenings from 2021. Top 10 Articles from 2021. Other Noteworthy News.

Finance 52

Finance SaaS Accountability Scripts 52

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? What are your goals?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. Which is the key customer retention metrics to track?- Ultimately, the purpose of generating revenue is what gets you in the business loop.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

CustomerSuccessBox

DECEMBER 30, 2021

2021 has come to a close and we have a bright 2022 ahead for us. B2B SaaS companies are preparing for their final quarter sprint, determining metrics for the next quarter and year & working on Quarterly Business Reviews while also working on customer journey after the new year. 1) Customer review.

Finance 52

Finance B2B SaaS Best practices 52

Satrix Solutions

JULY 21, 2021

SaaS onboarding makes or breaks your customer retention. Given the evolution of the SaaS economy, Customer Success has become a top priority for leadership and board members alike. And even more so, revenue retention has become a top three metric for both boards and investors. Click below for more interviews like this: .

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, became essential to SaaS companies. Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’ The VC firm gave me the term sheet.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ChurnZero

DECEMBER 14, 2022

The entries we received were outstanding, exemplifying the power of CS as a revenue-driving growth engine for SaaS and subscription businesses, and the potential of Customer Success software to fuel standout results. New to ChurnZero? .

SaaS 98

SaaS Accountability Customer advocacy Feedback 98

ChurnZero

JANUARY 26, 2021

Each objective should have at least one Key Result, however it’s not unusual for an objective to have two or three metrics associated with it. Reduce regrettable team member attrition from 4% to 3% in 2021. In Enterprise SaaS, this process begins during the late stages of the sales cycle before a contract is even signed.

Management 98

Management Chief Customer Officer Upselling SaaS 98

AWS Machine Learning

SEPTEMBER 23, 2024

This shift by so many companies (along with the economy recovering) helped re-accelerate AWS’s revenue growth to 37% Y oY in 2021.nConversely, Assistant:""") The following is the generated answer based on the example chunk: “The AWS revenue grew 37% year-over-year in 2021.” Answer “The AWS revenue grew 37% year-over-year in 2021.”

APIs 83

APIs Best practices Engineering Enterprise 83

ChurnZero

FEBRUARY 17, 2021

TSIA Resource: The State of Customer Success: 2021. ChurnZero Resource: Churnopedia – SaaS Metrics. ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation. Key Performance Indicators (KPIs): Customer Success. TSIA Resource: 8-Minute Mini-Webinar: Customer Success Maturity Model.

Best practices 78

Best practices Upselling SaaS Analytics 78

CustomerSuccessBox

AUGUST 27, 2021

Customer Success for B2B SaaS is a function of all departments with the obvious contributors being- Customer support, Onboarding specialist, and Customer Success team. How to execute customer success practice into your SaaS? More Resources: 5 Steps that defines a perfect Customer Onboarding process for a SaaS Customer.

Upselling 52

Upselling SaaS B2B Metrics 52

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Many are slower growing and focused on driving business profitability, which you see more and more as the SaaS market matures. Every Customer Success leader needs to be educated on the business realities of SaaS. Software vendors want in.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

COPC

SEPTEMBER 30, 2022

RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. The innovative technology aligns quality results with the customer experience and key business metrics. First awarded this prestigious recognition in March 2021, COPC Inc. WINTER PARK, Fla., 26, 2022—  COPC Inc.

Calibration 62

Calibration Best practices Benchmark Quality management 62

CustomerSuccessBox

DECEMBER 9, 2021

2021 passed away like a breeze but along with came a lot of lessons. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. In 2021, 91% of CS professionals stated their teams increased team numbers over the year. Even we cannot believe it.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. For SaaS businesses, it should be the motto to live by. Different SaaS firms apply different methods to do the same.

SaaS 52

SaaS Metrics Upselling Accountability 52

CustomerSuccessBox

JUNE 28, 2021

NPS is also a good metric that will help you drive customer retention. Read: 7 Data Points That Drive Customer Retention For SaaS Business. But now in 2021, it is not the same. “NPS is an excellent quick metric that you can use to gauge whether or not you are performing, But it doesn’t tell you where to go.”

SaaS 52

SaaS Surveys Metrics Best practices 52

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company?

SaaS 52

SaaS B2B Customer retention Upselling 52