ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks.

SaaS 64

SaaS Finance Benchmark Upselling 64

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ClientSuccess

MARCH 5, 2020

Customer success is one of the most important – and fastest-growing – factors of today’s SaaS business models. Customer success professionals must be able to define what a ‘successful’ customer account looks like and track their overarching metrics back to these benchmarks. A close second, however, is metrics.

SaaS 52

SaaS Finance Benchmark Upselling 52

aircall

JUNE 28, 2022

If we look at the famous Bessemer benchmark “From $1M to $100M” ; it took us exactly six years from $1M ARR to $100M like Wix, Zapier and a few others did! . They had the idea of creating SaaS softwares for all the key tools that businesses use, including email, media monitoring, professional credit cards, and phone calls.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. 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

ChurnZero

AUGUST 14, 2020

NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague. Who Owns SaaS Customer Expansion and Renewal? Determining if Sales or Customer Success should own customer expansion and renewals is the age-old SaaS question. .

CRM 87

CRM Finance Upselling Accountability 87

delighted

OCTOBER 11, 2019

We’ll go into both methods (and our own take on how you should think about your NPS score) below, but for the relative method, we’ve created a simple NPS benchmarking tool that allows you to compare your NPS with others in your industry. Software NPS benchmarks. Computers and tablets NPS benchmarks. Health plans NPS benchmarks.

Benchmark 46

Benchmark Surveys SaaS Feedback 46

ChurnZero

MAY 8, 2020

Based on company finances, CEOs and CFOs are determining which roles are necessary and nice-to-have. 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

SmartKarrot

DECEMBER 2, 2022

What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? A typical SaaS company, regrettably, is not doing enough to maximize this source of money. . Different Types of SaaS Expansion.

Upselling 21

Upselling Management SaaS Benchmark 21

JustCall

NOVEMBER 25, 2022

Identification of the market – Analyzes industry trends and keeps you informed Provides statistics to demonstrate the particular performance of your reps and establishes benchmarks for others. Personalized feedback is given to help each person enhance their strengths and address their weaknesses. No commitment is necessary.

Real estate 52

Real estate CRM Coaching Contact Center 52

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

ClientSuccess

JULY 16, 2021

Having built Health Scores at five different SaaS companies, as well as working with hundreds of other leaders at leading organizations, I’ve identified the eight most common metric categories to leverage when designing your Customer Health Score. Invoice Payments – This is a nod to everyone in Finance.

Metrics 52

Metrics Construction Customer retention Surveys 52

ChurnZero

NOVEMBER 2, 2018

NPS – which is sometimes referred to as the “ The Ultimate Question ” – is a customer satisfaction benchmark that measures how likely your customers are to recommend your business to friends, colleagues, and other contacts. Finance – When tied to an LTV (Lifetime Value), NPS is a great indicator of both future growth and churn.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

ChurnZero

DECEMBER 9, 2022

Traditionally, it’s the chief officer of finance or operations. We also measure NPS, and we benchmark that across all acquisitions. Which executive role gives you the best likelihood of becoming CEO? ” Twenty years ago, COOs accounted for 76% of CEO promotions in the S&P 500. We hire a third-party firm.

Coaching 52

Coaching Metrics Marketing Enterprise 52

Vistio

SEPTEMBER 20, 2021

And then there’s the same type of thing for finance in terms of getting the business case funded, negotiating the best deal, estimating and forecasting, not only the costs and how they’re going to change, but also what the business benefits are. Intercom’s a kind of chat and messaging tool often for SaaS companies.

Contact Center 52

Contact Center Technology Finance Average Handle Time 52

ClientSuccess

MARCH 7, 2017

Often people see a staffing model as a useful tool when talking to the Finance department, but to me it’s much more useful to use to talk to yourself, your own management team, and the entire contributor base,” said Francoise. Over time, she explained, benchmark data will be available and assumptions will be vetted and refined.

Finance 40

Finance Benchmark SaaS Consulting 40

SmartKarrot

FEBRUARY 21, 2023

With the rapid evolution of SaaS platforms, the existing benchmarks of success are being replaced with new ones that better reflect the intrinsic value of functions and businesses in the eyes of stakeholders and investors. Account plans, by extension, need actions to be carried out by stakeholders from all relevant functions.

Accountability 10

Accountability Management SaaS Finance 10

SmartKarrot

FEBRUARY 9, 2022

However, one can find top executives in sales, marketing, finance, product, or customer support who are ready to carry out the role of a CS professional. Talk about the market expense benchmark card. You need to follow the SaaS rule of thumb, which says that every company should have a CSM for approximately $2 million in ARR.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

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). With more than 15 years of experience in business, finance and accounting, she is also responsible for implementing financial controls and processes.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334