Nicereply

NOVEMBER 21, 2022

Considering that the SaaS industry is a competitive one, customer retention is crucial. That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions. Why is Customer Retention Critical for SaaS? What is Customer Retention? How to Calculate CRR?

Customer retention 98

Customer retention SaaS Upselling Analytics 98

ChurnZero

JUNE 17, 2022

Irit: How do you come up with a benchmark? If someone’s consistently missing content or if half of your customers are not completing trainings or not hitting this article, what is that barrier? Now, I can easily benchmark customer onboardings and identify people who potentially are deviating from the prescribed plan for success.

Metrics 98

Metrics SaaS Surveys Self service 98

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. First off it’s worth reiterating what was said in the recent board relations article. External benchmarks are brilliant additions to any plan. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely. To get even more accountable.

SaaS 68

SaaS Benchmark Metrics Accountability 68

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. What functions the interaction serves.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

SEPTEMBER 6, 2022

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. In this article, we’ll cover the essentials of QBRs and how to make them work for your SaaS business. What Makes a Great QBR?

SaaS 113

SaaS Technical Support Benchmark Accountability 113

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 72

SaaS B2C B2B Metrics 72

CSM Practice

MAY 21, 2021

In a rapidly evolving yet tight-staffed Saas startup, Customer Success is often overlooked as a growth driver. Most Saas startups focus on customer attraction and acquisition, forgetting that taking care of existing customers and ensuring retention is equally important. Why SaaS Startups Need Customer Success.

SaaS 52

SaaS Benchmark Enterprise outsourcing 52

Callminer

OCTOBER 11, 2018

FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Ben M Roberts @Roberts_Ben_M.

Call Center 561

Call Center Metrics Contact Center Wait times 561

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. First off it’s worth reiterating what was said in the recent board relations article. External benchmarks are brilliant additions to any plan. The post 7 Tips for Better SAAS Board Meetings appeared first on Net Promoter Score from AskNicely.

SaaS 60

SaaS Benchmark Metrics Accountability 60

Nicereply

SEPTEMBER 4, 2023

This article will discuss a good NPS score in 2023 and how you can measure your NPS. Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? Consumer 2023 Net Promoter Benchmarks. Consumer 2023 Net Promoter Benchmarks. What is a Good NPS Score?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Totango

OCTOBER 7, 2021

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. After specific product adoption benchmarks have been achieved. Click to download. Use a Product Analytics Map for Your Product. After onboarding has been completed. Monitor Product Review Websites.

Feedback 108

Feedback Benchmark Surveys Analytics 108

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. in their article on which emotions make successful customer relationships. The post 7 Customer Marketing Strategies to Increase SaaS Retention appeared first on ChurnZero.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com. What are customer pain points?

Advertising 120

Advertising SaaS Multichannel Wait times 120

Amity

OCTOBER 26, 2016

SaaS Tattler Issue 96 - Going Beyond Net Promoter Scores. • Why Net Promoter Score Benchmarks Don't Matter. Net Promoter Score results are no exception, how many of us have googled industry benchmarks to know how well we are doing compared to others? SaaS Customer Success Metrics – What to Measure to Drive Growth.

SaaS 72

SaaS Benchmark Surveys Customer retention 72

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. You can schedule NPS survey requests to be automatically emailed to customers who reach designated benchmarks in their customer journey , such as completing onboarding or using your product for a specific length of time.

Benchmark 102

Benchmark Best practices Education Surveys 102

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well. But this couldn’t be farther from the truth.

SaaS 81

SaaS Best practices industry standards Consulting 81

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Jason is a 2x founder, 1x VC, and constant SaaS enthusiast. Alex Bakula-Davis.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

OCTOBER 31, 2023

He was tasked with getting a SaaS implementation that was eight months behind back on schedule. The 11 stumbling blocks of SaaS implementations This might sound like a heck of a way to start a new job, yet its also not uncommon, particularly among startups. The customer was understandably unhappy.

SaaS 52

SaaS Sales Metrics Benchmark 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In this article, we’ll cover what you need to know to create an effective onboarding checklist. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Totango

SEPTEMBER 9, 2022

For SaaS B2B clients, QBR meetings tend to focus on assessing value as measured by KPI performance benchmarks. Generate a report summarizing KPIs benchmarks from the last QBR and progress toward them. For SaaS B2B clients, possible attendees may include: Managers of end-users. Use Benchmarking Data.

Best practices 19

Best practices Benchmark Metrics B2B 19

Totango

JULY 17, 2024

Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base. Once you have that foundation, you can determine the metrics or proxy metrics to measure and benchmark. Bold statement? Learn more here.

Sales 100

Sales Metrics Accountability Benchmark 100

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. The post Freemium Onboarding: How to Convert Free Users into Paying Customers appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Best practices 117

Best practices Benchmark SaaS Enterprise 117

AWS Machine Learning

SEPTEMBER 11, 2024

Accelerator benchmarking When considering compute services, users benchmark measures such as price-performance, absolute performance, availability, latency, and throughput. A second benchmarking measure is absolute-performance , meaning how quickly can a given job be completed independent of price.

Benchmark 116

Benchmark Banking Analytics Big data 116

Amity

OCTOBER 10, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity: login stats, system usage. Health scores.

Management 64

Management SaaS Benchmark Accountability 64

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. In this article, we’ll review the goals of the customer journey before laying out a six-step path to customer journey analysis and optimization.

Journey mapping 93

Journey mapping SaaS Best practices Benchmark 93

Amity

OCTOBER 5, 2015

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity : login stats, system usage. Here’s how health scores work.

Management 61

Management SaaS Benchmark Accountability 61

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, became essential to SaaS companies. In this article, we share three Customer Success trends to look out for in 2022: NRR becomes red hot (watch out). The existence of this benchmark shows how far CS has come, but there’s still further to go. Why NRR benchmarks are dangerous.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS Benchmarks may show you signs of whether your business is doing well or needs improvement. Focusing on internal benchmarks is where you want to start looking. There are 2 ways in which these benchmarks are shown.

Benchmark 78

Benchmark Telecommunications Feedback Metrics 78

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Comm100

SEPTEMBER 23, 2021

Given these mixed factors, this article aims to explore how your business can help customers through digital transformation. Ensure you find benchmarks and determine prompt response times for your business for the asynchronous communication channels like Facebook, SMS, and email.

Customer Service 98

Customer Service Chatbots Benchmark APIs 98

Amity

APRIL 19, 2016

SaaS Tattler Issue 82 - Celebrating Success With Your Customers. We’ve decided to dedicate this issue of the SaaS Tattler to celebrating the success of your customers. We’ve decided to dedicate this issue of the SaaS Tattler to celebrating the success of your customers. • Top SaaS Fundings This Week.

SaaS 57

SaaS Benchmark Healthcare B2B 57

Amity

JANUARY 27, 2016

In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. Join us, and a panel of three leading B2B SaaS executives on February 4 at 1pm ET , for a lively discussion on how to make the business case for investing in Customer Success Software. Before Closing a Deal.

Upselling 57

Upselling SaaS Best practices Sales 57

Cincom

FEBRUARY 14, 2025

This article outlines 10 CPQ best practices to help optimize your performance, eliminate inefficiencies, and maximize ROI. Align subscription-based or usage-based pricing models with long-term revenue strategies for SaaS or service-driven businesses.

Best practices 40

Best practices Sales CRM Finance 40

Totango

OCTOBER 7, 2021

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. After specific product adoption benchmarks have been achieved. Use a Product Analytics Map for Your Product. After onboarding has been completed. After a customer support issue has been resolved.

Feedback 74

Feedback Benchmark Surveys Analytics 74

ChurnZero

JUNE 17, 2022

Irit: How do you come up with a benchmark? If someone’s consistently missing content or if half of your customers are not completing trainings or not hitting this article, what is that barrier? Now, I can easily benchmark customer onboardings and identify people who potentially are deviating from the prescribed plan for success.

Metrics 52

Metrics SaaS Surveys Self service 52

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. We’ve decided to dedicate this issue of the SaaS Tattler to identifying the pivotal importance CCOs play in driving business growth. In this article, Cvetilena Gocheva , discusses the four most common inhibitors affecting the success of the CCO.

Chief Customer Officer 60

Chief Customer Officer SaaS Engineering Customer centricity 60