ChurnZero

DECEMBER 6, 2021

All SaaS companies can expect some level of customer churn. For example, some customers who start a free trial may not ultimately subscribe, or those who do might realize they’re not interested in renewing their subscription. These are just a few of many possible reasons a SaaS company might see customers leave.

Customer retention 98

Customer retention SaaS Feedback Benchmark 98

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines SaaS 110

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

SaaS 117

SaaS Journey mapping Upselling Best practices 117

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We generated an overall analysis of the pandemic effects on Customer Success from around the globe. Sales and retention forecast for mid-May 2020 is 67%.

SaaS 83

SaaS Surveys Upselling Customer retention 83

CustomerSuccessBox

MAY 17, 2021

Although the Global SaaS industry suffers from a 30% churn rate and at the same time there are companies who are hitting 130% MRR. So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. Churned customer expectations from the product and what could have been done better.

Customer retention 52

Customer retention SaaS Accountability 52

Totango

MAY 27, 2022

Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Why Are SaaS Businesses Opting for Product-led Growth Strategies?

SaaS 126

SaaS Customer retention Sales Marketing 126

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction.

SaaS 52

SaaS Gamification B2B Metrics 52

Outsource Consultants

MARCH 18, 2025

Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. CSAT surveys typically ask customers to rate their experience on a scale (often from 1 to 5). Regular analysis of CSAT data identifies trends and areas for improvement in agent performance and overall service delivery.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

CustomerSuccessBox

MARCH 7, 2022

Customer retention is the lifeblood of a SaaS company. Where the foundation of SaaS customer retention is renewals. According to a research study, a mere 5% increase in customer retention can lead to a 25% increase in company profits. What is the Renewal process in customer success?

SaaS 52

SaaS Upselling Customer retention Accountability 52

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

Metrics 98

Metrics SaaS Surveys Self service 98

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.

SaaS 113

SaaS Technical Support Benchmark Accountability 113

CustomerSuccessBox

NOVEMBER 9, 2021

The main difference between traditional businesses and SaaS businesses: the cost of growth. Customers pay for the licenses before using them. The SaaS Business Model. SaaS vendors do not play on the same court. Their customers don’t buy a license once and for all. Why SaaS Business Model works?

SaaS 52

SaaS Customer retention Metrics Benchmark 52

ChurnZero

DECEMBER 6, 2021

All SaaS companies can expect some level of customer churn. For example, some customers who start a free trial may not ultimately subscribe, or those who do might realize they’re not interested in renewing their subscription. These are just a few of many possible reasons a SaaS company might see customers leave.

Customer retention 52

Customer retention SaaS Feedback Benchmark 52

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. Resulting higher revenues are just that: a byproduct of increased customer satisfaction. Timing is essential.

Management 98

Management Upselling SaaS Education 98

Totango

MAY 24, 2022

Support sales teams by empowering representatives to store and access notes on customer history. Analysis of customer data to qualify, score, and prioritize sales opportunities. CRM apps are designed to manage customer data for sales purposes. Tracking customer progress toward KPI goals.

CRM 96

CRM SaaS Enterprise Sales 96

ChurnZero

JUNE 19, 2020

It is no secret that customer churn hits recurring revenue businesses hard, but what’s its real impact on their long-term health and valuation? To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Q&A Recap.

SaaS 72

SaaS Metrics Surveys Customer retention 72

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. .

Customer retention 52

Customer retention Metrics Upselling SaaS 52

CustomerSuccessBox

APRIL 26, 2021

Sample Playbook for Churn Analysis, which gets triggered automatically as soon customer churn. Simply put : Churn is inevitable but a detailed analysis will help you get control of unexplained churn and surprise churn. The post How to conduct Churn Analysis?

SaaS 52

SaaS Feedback Accountability Customer retention 52

CSM Magazine

FEBRUARY 19, 2025

The answer lies in multilingual customer service software. Whether youre a retail business, SaaS provider, or e-commerce company, selecting the right tools is critical to providing a seamless multilingual support experience for your customers. Customer satisfaction scores (CSAT) across diverse regions.

Customer Service 52

Customer Service CRM APIs SaaS 52

ChurnZero

AUGUST 18, 2023

When a customer cancels their software subscription with a solution provider, the logical next step for the provider is to analyze why the customer churned. Often, in place of a proper churn analysis companies operate and make decisions based on opinions, hunches and best guesses. ” What is a churn analysis?

Benchmark 52

Benchmark Metrics Consulting Consulting 52

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. Onboarding Onboarding is familiarizing a new customer with the service. Learn from the best.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ProProfs Blog

NOVEMBER 9, 2021

Being in the pursuit of offering the best customer experience, you’ll eventually end up having the highest levels of customer satisfaction, which will act as the key differentiator between you and your competitors. It promotes customer retention and loyalty. How to Improve Customer Satisfaction.

Surveys 146

Surveys Feedback Metrics Customer retention 146

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. Let’s look at some of the best net retention rate and how they are doing good at it. Which is the key customer retention metrics to track?-

SaaS 52

SaaS Best practices Enterprise Customer retention 52

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 76

Customer retention Best practices Education Benchmark 76

ChurnZero

NOVEMBER 9, 2021

With these reports, you can compare how frequently and quickly customers complete onboarding. Ideally, you want to see gradual improvements over time, with your most recent customers seeing the highest rate of success. Don’t: Ignore Customer Onboarding Improvements if it’s “Good Enough”.

Customer retention 98

Customer retention Feedback Benchmark SaaS 98

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

Amity

FEBRUARY 2, 2016

Exploring the Top 5 Benefits of Customer Success. The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. Why the Customer Success Manager is the Product Manager’s New BFF.

SaaS 80

SaaS Education Customer retention Sales 80

ProProfs Blog

OCTOBER 30, 2021

A B2B example can be a SaaS brand that offers a marketing platform for small businesses. With the help of this segmentation analysis, you can easily deliver highly relevant and targeted marketing messages. A B2B example for this can be a customer who downloaded your free marketing guide. Analyze Existing Customers.

Marketing 142

Marketing B2B Advertising B2C 142

Satrix Solutions

AUGUST 20, 2019

Many of our clients have found that a formal Sales Win Loss Program and Customer Defection/Churn Analysis are each valuable endeavors to understand the competitive landscape. Customer Defection Analysis. The Value of Understanding Customer Buying Criteria. Want to learn more about these specific programs?

Sales 68

Sales Consulting Consulting Scripts 68

CustomerSuccessBox

JUNE 7, 2021

Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. You can have a look at the 7 types of SaaS Customer Churn you may not be aware of!

SaaS 52

SaaS Customer retention Upselling Accountability 52

CustomerSuccessBox

OCTOBER 11, 2021

Let us see why retention is important and how to retain customers who are on the brink of churning. Why is customer retention important? 70% of companies say it’s cheaper to retain a customer than acquire a new one. How to Build a Funnel to Retain Customers. Collect the voice of the customers at risk.

Customer retention 52

Customer retention SaaS Accountability Feedback 52

Lumoa

MARCH 20, 2018

onboarding Onboarding is familiarizing a new customer with the service. Often, we relate the onboarding with SaaS companies, when talking about onboarding, but it's not a necessity. In SaaS business, however, onboarding has become a very usual practice. To get started, check this detailed guide to SaaS onboarding.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Satrix Solutions

FEBRUARY 12, 2020

The right people are empowered to get things done that will improve customer retention and advocacy. The voice of the customer permeates everything, including company updates, team meetings, huddles, employee recognition, etc.

B2B 78

B2B Feedback Consulting Consulting 78

ChurnZero

JANUARY 4, 2019

AI has been a buzzword for a while and many businesses jumped onto the bandwagon by integrating AI into the customer journey, but customers still want to deal with a human, particularly if they need advice or help with something complex that they cannot solve on their own (i.e.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

Metrics 52

Metrics SaaS Surveys Self service 52