ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof.

Metrics 98

Metrics SaaS Surveys Self service 98

Beyond Philosophy

DECEMBER 10, 2021

Want to know more about how to do the same? Reichheld says the title reflects how the book is about living a purpose-driven life as an individual, team, and company. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement. Buy his book!

Airlines 273

Airlines Metrics SaaS Accountability 273

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. This shows just how important user adoption is for your bottom line.

SaaS 94

SaaS B2B Accountability Marketing 94

ProProfs Blog

APRIL 17, 2020

In this thorough guide, you’ll come across: Different SaaS customer success metrics. How to calculate metrics to measure customer success properly. How to improve the metrics for measuring customer success. 8: Average Revenue Per Account. #9: How to Measure Customer Churn Rate? So, buckle up. 7: LTV/CAC Ratio. #8:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. Next, we’ll share six keys to effective SaaS customer engagement.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

ClientSuccess

SEPTEMBER 28, 2020

Customer success is a unique department within a SaaS organization. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.

SaaS 105

SaaS industry standards Benchmark Accountability 105

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ProProfs Blog

AUGUST 19, 2020

You can make the most of a help desk software to club all your customer-facing email accounts into a single platform and offer speedy resolutions to customers. Now, businesses can have a hard time deciding which customer-facing email account (sales@, support@, refunds@, billing@, etc.) Do you know what great leaders have in common?

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

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. 6 SaaS Customer Retention Best Practices.

Best practices 83

Best practices Customer retention SaaS Enterprise 83

ClientSuccess

AUGUST 31, 2020

Your customer success department – as well as your organization’s executive leadership – understands that customer success managers need more visibility and insight into account activity in order to make the best decisions for customers, which is where your new customer success platform comes into the picture.

SaaS 105

SaaS Metrics Accountability Sales 105

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Will the Customer Success and Sales roles converge, especially for large enterprise accounts?”. “To

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

OCTOBER 8, 2021

How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory. You start as a company of 10, signing up every employee with a Google Drive account. As your business grows, you’ll have more employees to sign up with a Google Drive account, plus the storage space you need will increase.

SaaS 98

SaaS Metrics B2B Enterprise 98

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. You need specialists.

Upselling 98

Upselling SaaS Sales Accountability 98

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. How to Calculate your NPS?

Surveys 146

Surveys Feedback Metrics Customer retention 146

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 you’re measuring what really matters. During the session, we covered: A brief history of SaaS metrics and where they are headed. Key SaaS and Customer Success metrics you should care about.

SaaS 98

SaaS Metrics Surveys Enterprise 98

ChurnZero

NOVEMBER 18, 2021

They need to not only understand how to do something, but also why they’re doing it (what’s in it for them?). In this article, I share my mantra for learning that guides my work, as well as how to ensure your education program engages students and drives lasting change. Even if they dislike the system, at least they know how to use it.

Education 98

Education SaaS Real estate Self service 98

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Understanding the nuance behind Customer Success metrics will help you build consensus around which numbers are the best numbers to track for your SaaS company.

SaaS 94

SaaS Metrics Customer retention Construction 94

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Recurring revenue models have taken over the world.

SaaS 94

SaaS Best practices CRM Enterprise 94

ProProfs Blog

MARCH 20, 2020

In this post, we’re showing how your CAC may impact the business results, why you should keep track of it, and how to do so to make sure your business is on the right path. . This is especially true if you don’t take into account some important parameters that impact their performance. How to calculate CAC? Let’s start!

Sales 137

Sales Marketing Finance Advertising 137

Totango

AUGUST 18, 2021

A freemium onboarding email sequence is a series of emails sent automatically to new freemium users to provide an orientation to your SaaS product and your brand. It provides information about how to complete basic, essential tasks necessary to begin using your product, such as choosing passwords and setting up profiles.

Best practices 117

Best practices Benchmark SaaS Enterprise 117

ChurnZero

JUNE 1, 2022

ChurnZero CEO You Mon Tsang joined the StartupCX podcast to talk about his entrepreneurial insights on how to compete in a new category, prove product value early on, and find the right business partner. The CSMs were managing 150 accounts each and all they had was Salesforce, their email, and a phone. Go get them.

SaaS 98

SaaS Marketing B2C Metrics 98

Nicereply

DECEMBER 17, 2024

SaaS companies accomplish this in a multitude of ways, from providing excellent customer service to ensuring their product meets user needs. One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). Product Usability SaaS platforms often involve intricate features and workflows.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. He shares how organizations can identify and solve customer pain points. How to identify customer pain points?

Advertising 120

Advertising SaaS Multichannel Wait times 120

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m one of you because I’m a fellow SaaS CEO. Despite the many “experts”, “advisors”, and even board members who are trying to give you guidance on how to navigate this crisis, there’s no “playbook” to follow.

SaaS 83

SaaS Engineering Sales Accountability 83

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. Here’s how to get customer feedback effectively using six simple strategies which combine manual methods with the power of automation. In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product.

Feedback 108

Feedback Benchmark Surveys Analytics 108

Amity

SEPTEMBER 19, 2016

So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. There is plenty of growth potential within this account so building a strong relationship out of the gate will be important. Things are going really well. Your customers really seem to love you, and why wouldn’t they?

Management 0

Management Construction Upselling SaaS 0

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. If you work for a SaaS business, you know word-of-mouth marketing is everything. How to Encourage Your Customer Advocates to Share Their Knowledge. product usage (does the account have above 80% account utilization with high feature usage?),

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

ShepHyken

JUNE 10, 2016

These include accountability, honesty, integrity and respect for others. Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. Read Shep’s latest Forbes Article: How To Get Hundreds Of Positive Online Reviews. He was educated and worked in the US.

Best practices 204

Best practices Customer Service SaaS Education 204

CSM Practice

MAY 28, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. What is the average Customer Success Manager Salary?

Best practices 126

Best practices Management SaaS Metrics 126

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. 3. Base + VariablePlan.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. Monitoring customer satisfaction scores of customers who have renewal deadlines coming up can help you flag accounts that may need special attention. Set up your customer success platform to monitor your renewal rate.

Best practices 102

Best practices Benchmark Education Surveys 102

ChurnZero

FEBRUARY 17, 2022

Now, let’s dig into why this happens, particularly with CSMs and Customer Success software, and how you can break down adoption barriers from the perspective of both a CSM and a Customer Success leader. The CSM perspective: how to encourage the adoption of Customer Success software. Trust me on this one, your CRM is not enough.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

delighted

JUNE 29, 2021

How to establish a good product/market fit. The concept is best articulated by Dan Olsen’s product/market fit pyramid as it shows both how and what pieces need to come together for a good product/market fit. How to measure product/market fit. The post How to measure and track product/market fit appeared first on Delighted.

Marketing 95

Marketing SaaS Metrics Transportation 95

ClientSuccess

AUGUST 23, 2022

If this score is skewed high, your customer team should probably regroup on delivering a more hands-on customer experience to this account. . Customer success has become an increasingly critical function for SaaS organizations over the past few years. How to calculate Customer Effort Score. Toolkit: Customer Journey Toolkit.

Customer effort 79

Customer effort Metrics SaaS Surveys 79