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

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. A lot of the structure of your SaaS support model can be built around the insights from your conversation volume. Use the right support metrics to lift your company’s SaaS model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

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

Jive

SEPTEMBER 4, 2018

At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. SaaS—Why it matters. SaaS-based services can be availed following a subscription model. This minimizes the cost for small-to-medium enterprises, allowing them to simplify operations.

voip 52

voip SaaS Technology Benchmark 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 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

JustCall

OCTOBER 9, 2023

We’re thrilled to share that SaaS Labs has secured the 21st spot on Battery Ventures’ prestigious list of Highest-Rated Cloud Computing Companies To Work For this year. In 2023, SaaS Labs marked significant milestones with innovative product launches and global expansion.

SaaS 52

SaaS Benchmark Healthcare Enterprise 52

Interaction Metrics

APRIL 17, 2025

If youre a large enterprise with a team of analysts and a six-figure budget, it might be perfect. While we are not a software (Saas) company like Qualtrics, were the best alternative in that we already license Qualtrics and other software. Qualtrics is the industry standard for customer experience surveys. But for most companies?

Surveys 48

Surveys Enterprise B2B Analytics 48

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

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

ChurnZero

SEPTEMBER 26, 2019

2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. OVERALL SAAS AWARD WINNERS.

SaaS 45

SaaS Benchmark Surveys Feedback 45

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.

Best practices 102

Best practices Benchmark Education Surveys 102

AWS Machine Learning

JULY 24, 2024

Salesforce is building toward artificial general intelligence (AGI) for business, enabling predictive and generative functions within their flagship software-as-a-service (SaaS) CRM, and working toward intelligent automations using artificial intelligence (AI) as well as agents.

Engineering 128

Engineering CRM SaaS Sales 128

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

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. The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS. Is that fair, Dave?

SaaS 52

SaaS Metrics Surveys Enterprise 52

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

Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. He believe cloud computing enables SaaS which enables affordable and improved services for people.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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

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

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. Ultimate Guide to SaaS Customer Success Metrics. How To Build a SaaS Unicorn With Customer Success At The Core.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

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 112

Benchmark Banking Analytics Big data 112

Cincom

FEBRUARY 14, 2025

Align subscription-based or usage-based pricing models with long-term revenue strategies for SaaS or service-driven businesses. Use APIs and middleware to bridge gaps between CPQ and existing enterprise systems, ensuring smooth data flow. Conduct margin leakage analysis to detect underpriced deals and enforce profitability safeguards.

Best practices 40

Best practices Sales CRM Finance 40

ProProfs Blog

AUGUST 6, 2021

Enterprise plan for 1000+ employees available at custom pricing. Enterprise plan starts at $429/month, billed yearly. Enterprise plan with custom pricing. Key features of Fortay are: Use company culture benchmarks to identify the right candidates for your company. Enterprise plan at custom pricing.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

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

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, became essential to SaaS companies. The existence of this benchmark shows how far CS has come, but there’s still further to go. Why NRR benchmarks are dangerous. One of the most common questions in SaaS is “What’s a good NRR?”. Be prepared to be benchmarked.

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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

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. For example, in the SaaS industry, 35% is a good retention rate. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

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

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 93

Journey mapping SaaS Best practices Benchmark 93

Amity

FEBRUARY 9, 2016

" After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. If you are a customer success professional considering taking a role at a SaaS vendor, this test can give you a quick sense of how customer success operates there. The Amity Test.

SaaS 66

SaaS Enterprise Benchmark Upselling 66

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

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

JANUARY 26, 2021

He’s used the concept successfully at SAP , an enterprise ERP software company with 95,000 employees. Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. . . Can it really be this simple? My good friend Matt Myszkowski introduced me to this acronym.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Help Scout

SEPTEMBER 21, 2021

Experience working with SaaS products. Enterprise account management experience. When considering benchmarks for specific experiences (like years in a role, for instance), define the minimum amount of experience you would consider. Nice to haves: Industry knowledge and experience.

Education 104

Education Accountability Benchmark Sales 104

ChurnZero

FEBRUARY 15, 2019

It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model.

SaaS 53

SaaS Benchmark B2B Metrics 53

CSM Magazine

JUNE 25, 2024

Over the last year, Rocketlane has tripled its revenue and reached over 500 customers, including enterprise companies that have switched to Rocketlane from legacy Professional Services Automation (PSA) tools. ” A growing segment of the company’s customers are in the AI SaaS category.

Sales 52

Sales CRM SaaS Enterprise 52