Education Services Group

MARCH 18, 2020

This also means that CS is primarily referenced with some level of connection to SaaS. But just because CS originated within SaaS does not mean that it only applies to businesses with an ‘as-a-service’ business model. Non-SaaS businesses are hopping on board the Customer Success train to meet market demand and consumer expectations.

SaaS 52

SaaS Best practices Metrics Benchmark 52

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Irit: How do you come up with a benchmark? Irit: Let’s talk about that because I have a lot of customers that ask me what are best practices for surveys.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Watch this webinar to cover: A deep dive on 2020 SaaS retention benchmarks and the impacts the pandemic has had. Overview of the current B2B SaaS market and valuation drivers. Overview of the current B2B SaaS market and valuation drivers.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar.

SaaS 98

SaaS Benchmark Metrics Consulting 98

COPC

SEPTEMBER 30, 2022

RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. WINTER PARK, Fla., 26, 2022—  COPC Inc. As a leader in the contact center industry, COPC Inc. About COPC Inc.

Calibration 64

Calibration Best practices Quality management Benchmark 64

ChurnZero

NOVEMBER 11, 2022

Related: Which Customer Success best practices should you keep or let go in 2023? of Customer Success teams have fewer than 50 team members, and most teams surveyed fall well below industry benchmarks on CS team headcount. Which Customer Success best practices should you keep or let go in 2023? However, 76.5%

SaaS 98

SaaS Metrics Best practices Benchmark 98

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. Creating standard operating procedures based on best practices establishes a foundation for effective training. Another strategic time to check-in with customers is when their usage level drops below desired benchmarks.

Best practices 99

Best practices Benchmark Education Surveys 99

SmartKarrot

NOVEMBER 25, 2020

Why should SaaS have all the fun? Just because customer success originated from the SaaS, that does not mean it should stick to the ‘as-a-service’ models only. All of the non-SaaS industries too put a spotlight on the customer and help them succeed. The non-SaaS businesses are all set to hop on the customer success plane.

Best practices 10

Best practices SaaS Benchmark Metrics 10

Totango

SEPTEMBER 9, 2022

Best practices for effective QBR meetings. 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. Use Benchmarking Data. How to run your meeting. Demonstrate ROI.

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?

Sales 97

Sales Metrics Accountability Benchmark 97

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Irit: How do you come up with a benchmark? Irit: Let’s talk about that because I have a lot of customers that ask me what are best practices for surveys.

Metrics 52

Metrics SaaS Surveys Self service 52

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 119

B2B Journey mapping SaaS Upselling 119

SmartKarrot

JANUARY 18, 2021

Imagine SaaS to be a dating site! Best Practices to get Customer Love. On similar tracks, you can redeem the love of your customer too, if you follow these five battle-tested practices. Start rewarding customers as soon as they hit a requisite benchmark. Bear with me for a minute.

Best practices 10

Best practices SaaS Feedback Benchmark 10

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? How to Get Your Customer Success Tech Stack in Order – Discover the best practices to keep in mind when building out your CS technology stack. Customer: What’s the Difference& Why Does it Matter?

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

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 71

SaaS B2C B2B Metrics 71

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. 5 Metrics that shape your SaaS customer support model. Use the right support metrics to lift your company’s SaaS model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

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 110

SaaS Technical Support Benchmark Accountability 110

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. 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. Establishing benchmarks representing progression and completion of onboarding.

Journey mapping 96

Journey mapping SaaS Upselling Enterprise 96

Satrix Solutions

NOVEMBER 12, 2020

In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions , and Steve Bernstein, CEO and Founder of Waypoint , discuss the importance of including voice of the customer feedback when measuring customer health. Evan, customer health scores in SaaS are much more common these days.

SaaS 88

SaaS Feedback Best practices Accountability 88

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. According to customer service best practices, understanding what customers want should be the first step for firms.

Advertising 120

Advertising SaaS Multichannel Wait times 120

Totango

MAY 6, 2021

And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. What Is Customer Retention? What Is Customer Retention?

Customer retention 75

Customer retention Best practices Education Benchmark 75

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. Follow Freemium Onboarding Best Practices to Promote More Premium Upgrades. What Is a Freemium Onboarding Email Sequence?

Best practices 117

Best practices Benchmark SaaS Enterprise 117

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

SmartKarrot

AUGUST 2, 2023

In addition to this, we will also highlight some great CS benchmarks that every Customer Success team should aim to achieve. FAQs and best practices are the best set of knowledge base resources, to begin with. CSAT Benchmark: Aim for a CSAT score of 90% or higher. NPS Benchmark: Target an NPS of 70 or above.

Benchmark 10

Benchmark SaaS Customer retention Customer centricity 10

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. To chart progress toward goals, identify benchmarks that represent steps to success. Choose goals that fit your product and customers.

Journey mapping 90

Journey mapping SaaS Best practices Benchmark 90

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 88

Customer retention Journey mapping SaaS Benchmark 88

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. If you are a SaaS business, churn is your devil with the pitchfork. But SaaS leaders know the importance of Net Revenue Retention and tracking it. It is an indicator of growth for SaaS businesses. What is Net Revenue Retention?

Upselling 52

Upselling SaaS Metrics Accountability 52

CustomerSuccessBox

DECEMBER 22, 2021

Industry best practices Benchmarking studies How mature are their processes compared to competitors? As a B2B SaaS business, you’re always interested in knowing what your peers are doing right. The next step is to complete the workstream and benchmark the progress towards the goals. What is the ROI?

Benchmark 52

Benchmark B2B Best practices SaaS 52

Education Services Group

DECEMBER 4, 2019

In the age of SaaS, this is an indisputable fact. Where previous benchmark surveys have placed customer retention as a business’ highest priority, CRO is an approach that unifies both short-term revenue goals and long-term customer relationships — the core of any Customer Success strategy. Here’s how the two concepts work together.

SaaS 59

SaaS Benchmark Customer retention Sales 59

CustomerSuccessBox

AUGUST 10, 2021

Contrarily, only 1% of companies only maintain customer health to benchmark against a best-in-class customer and overall ROI. Suggested Reading: 6 Exclusive Hacks To Accelerate Customer Retention For Your SaaS. Suggested Reading- Best practices for configuring a customer health score. Increased Customer Value.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

OctopusTech

MARCH 1, 2023

Best Practices For Effective Inbound Calls Strategy 1. Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Lumoa

FEBRUARY 14, 2024

Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. Multiple CX software as a service (SaaS) solutions like Lumoa are available, which automate many CX tasks, offer a granular perspective for in-depth analysis, and streamline upgrading your CX strategy.

Customer Experience 78

Customer Experience Chatbots SaaS Analytics 78

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. It is more common to be developed and maintained by SaaS companies with CSM to customer ratio of 60 or less. How to Score Customer Health.

Surveys 64

Surveys SaaS Benchmark Upselling 64

Totango

JUNE 4, 2021

By combining technology with best practices, you can maximize interaction with your clients and build brand loyalty. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal. Incorporate Personalization into Automated Messaging.

B2C 62

B2C Upselling Journey mapping B2B 62

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 48

SaaS Best practices industry standards Consulting 48

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 48

SaaS Best practices industry standards Consulting 48

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 48

SaaS Best practices industry standards Consulting 48