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

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

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

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Nurture with Networking Events. Most companies’ event budget is allocated towards prospecting and brand awareness. Just look at B2B bemouths like Salesforce, Moz, and HubSpot.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

JUNE 30, 2022

For a SaaS business, product adoption is one of the leading indicators of a successful and growing business. Reflecting on the fact that customer retention is the backbone of SaaS. Most SaaS companies start measuring User adoption by tracking only those behavior that indicates if a customer achieves the goals for which they came.

SaaS 52

SaaS Benchmark Metrics Analytics 52

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. Totango allows you to set up workflows called SuccessPlays which are triggered automatically or manually when pre-defined events occur. Click to download. Reach out via Email.

Feedback 108

Feedback Benchmark Surveys Analytics 108

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. When we host events, we have content that’s tailored specifically for customers,” says Megan. “We We can be particular about who can attend what event, such as Q&A with our CEO.”. Incentives don’t have to involve monetary gifts. Related Reading.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Instead of writing about it, we’ll let this screenshot of an events dashboard speak for itself.

Benchmark 90

Benchmark Metrics Accountability Enterprise 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 90

Customer retention Journey mapping SaaS Benchmark 90

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. • Events.

SaaS 80

SaaS Education Customer retention Sales 80

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

AUGUST 14, 2020

Product analytics software tracks user engagement with your product including page and feature events. Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level.

CRM 87

CRM Finance Upselling Accountability 87

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

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, became essential to SaaS companies. So, as we were planning our closing session for our recently held BIG RYG Leadership Summit, we thought what better way to wrap up our event than to answer the question of “Where is Customer Success headed?”. Why NRR benchmarks are dangerous.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

Cincom

FEBRUARY 14, 2025

Align subscription-based or usage-based pricing models with long-term revenue strategies for SaaS or service-driven businesses. Automate Price Calculations and Adjustments Utilize real-time pricing engines within CPQ to dynamically calculate prices based on market trends, cost fluctuations, and competitor benchmarks.

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. Totango allows you to set up workflows called SuccessPlays which are triggered automatically or manually when pre-defined events occur. Use a Product Analytics Map for Your Product.

Feedback 74

Feedback Benchmark Surveys Analytics 74

delighted

MARCH 15, 2019

Think of a relationship survey as the big picture benchmark, and the transactional survey as the nitty gritty tactic that helps you accomplish your overarching customer experience goals. For support ticket feedback, would the customer service team like to benchmark their performance with a CES survey ? transaction).

Surveys 75

Surveys Benchmark B2B Feedback 75

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

Satrix Solutions

JANUARY 2, 2019

This event brings together around 900 Customer Success professionals from around the globe annually. You might also find yourself shaking hands with a SaaS founder, venture capitalist, or senior customer success leader. Fellow attendees felt the same, “CS100 Summit is a genuinely unique event. Why should you attend?

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

ChurnZero

JANUARY 26, 2021

Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. . . “An uncertain event or condition that, if it occurs, has a positive or negative effect on a project’s objectives.” Section 4: Key Activities & Milestones.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. Q: What is the source of the benchmark data mentioned during the presentation (22:35)? A: [Ed]: These benchmarks came from David Skok , you may have heard his name before, and the KeyBanc Capital Markets SaaS Survey.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

ChurnZero

MAY 15, 2020

With Customer Success teams beginning to transition from response to recovery and adapt to their “new normal,” we wanted to share some basic benchmarks showing how ChurnZero customers have reacted to the COVID-19 crisis. The data in this article is sourced from SaaS businesses across 20 industries that use ChurnZero.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72

Pointillist

JUNE 15, 2018

Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. In subscription-based industries such as telecom or Software as Service (SaaS), retention is about preservation and preventing the loss, rather than focusing on the growth of the customer. Is your retention rate high or low?

Customer retention 110

Customer retention Analytics Airlines SaaS 110

CSM Magazine

MARCH 9, 2022

The announcement was made at the annual Megabuyte Emerging Stars awards event, held in London, sponsored by NatWest and Grant Thornton. Companies’ performance is determined by their Megabuyte Scorecard rating – a proprietary, and wholly independent, benchmarking methodology that assesses companies’ performance against five key financial KPIs.

Benchmark 52

Benchmark Government SaaS Technology 52

ChurnZero

MAY 14, 2021

As a benchmark, SaaS businesses typically begin to invest in Customer Success Operations when they reach around $10 million in revenue. Rachel adds that Customer Success Operations also participates in eligible bonus events that are based off those usage metrics as well as special projects.

Customer retention 81

Customer retention Metrics Benchmark SaaS 81

AWS Machine Learning

JANUARY 20, 2023

CCC is a leading software-as-a-service (SaaS) platform for the multi-trillion-dollar property and casualty insurance economy powering operations for insurers, repairers, automakers, part suppliers, lenders, and more. The figure below illustrates a high-level overview of our asynchronous event-driven architecture.

APIs 92

APIs Engineering Telecommunications Construction 92

ChurnZero

SEPTEMBER 4, 2020

Example: In ChurnZero, many users are unaware that they can manage their own events, add their own fields, or set up their own contract attributes on a contact page. Also, here’s one of our most popular blog post on the top SaaS m etrics that I thought might interest you.” . Have you checked out your metrics lately?

Metrics 87

Metrics Benchmark SaaS Accountability 87

ChurnZero

AUGUST 18, 2023

In the same way your doctor will use other symptoms and tests to make a diagnosis, SaaS companies need to do the same with a customer churn analysis. Top 10 causes of churn mapped to revenue Paul Piazza , vice president of customer success at Webex Events , has a simple but efficient method of churn analysis.

Benchmark 52

Benchmark Metrics Consulting Consulting 52

ChurnZero

MARCH 15, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s value increases by 12% after five years? Clearly churn has a big impact on a SaaS business. We will share benchmarking data from SaaS Capital’s eighth annual survey of private B2B SaaS companies and hear customer success best practices from ChurnZero.

SaaS 45

SaaS Best practices Morale Benchmark 45

Totango

JUNE 4, 2021

Use your customer journey map to plan events that trigger customized offers. 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. You can also elicit feedback after customers achieve customized benchmarks. Ask for Customer Feedback.

B2C 63

B2C Upselling Journey mapping B2B 63

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Solvvy

AUGUST 31, 2022

Additionally, NPS is unlikely to be impacted by an isolated event because you are asking a customer for an overall impression. Analysts that have studied NPS across industries have found that benchmarks vary. You can use those benchmarks to see how you compare to competitors — and to set goals for your business.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Pointillist

MARCH 22, 2018

A SaaS benchmarking survey looked at the customer acquisition costs (CAC) needed to acquire $1 annual contract value (ACV) for new customers compared to upsell to existing customers. Generates Additional Revenue More Efficiently Than Selling to New Customers. Lead generation is expensive. This is a huge opportunity.

Upselling 71

Upselling Analytics B2B B2C 71

Talkdesk

APRIL 14, 2016

Whether you sell a B2B SaaS cloud-based service or gluten-free, organic, non-GMO oranges, your best bet is to take a customer-centric approach. In advance of the event, we thought we’d provide a refresher on customer-centricity. Editor’s Note: Opentalk 2016 is over, but the content lives on. What does it mean to be customer-centric?

Customer centricity 40

Customer centricity Benchmark B2B SaaS 40

aircall

MARCH 27, 2017

These milestones might look like a variation of the following: The x-axis of the customer journey map represents the benchmarks the customer successively reaches. For the purposes of illustrating this article, we’ll take the example of an SaaS company providing marketing automation services. Let’s call them For Instance Inc.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

ProProfs Blog

AUGUST 6, 2021

Key features of Fortay are: Use company culture benchmarks to identify the right candidates for your company. Integrate with top SaaS tools like Trello, Dropbox, Google Drive, and more. Better engage your employees with the social hub to share newsletters, photos, events, birthdays, and more. Standard plan for $8/team member.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Cincom

JANUARY 31, 2025

Seek cost-effective alternatives, such as SaaS solutions or cloud-based systems, which reduce upfront costs. Companies like Amazon and Netflix have set the benchmark in this area, using predictive analytics to suggest products or content that resonate with individual users. Break down transformation projects into manageable phases.

CRM 40

CRM Analytics Technology Automotive 40