PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. You could be dead by then. I’m not joking.

SaaS 96

SaaS Feedback Surveys B2B 96

ChurnZero

JUNE 23, 2023

Not too long ago, SaaS companies were focused on growth at all costs. Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. The reports benchmarks are segmented by annual contract value (ACV) and annual recurring revenue (ARR) for relevance.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

Nicereply

NOVEMBER 21, 2022

Considering that the SaaS industry is a competitive one, customer retention is crucial. Why is Customer Retention Critical for SaaS? However, it’s important, especially for SaaS businesses, to focus on retaining more customers rather than constantly acquiring new customers. Customer churn is inevitable.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

ChurnZero

SEPTEMBER 28, 2021

It’s important to have NPS benchmarks in mind so you can start making effective changes based on your score. Benchmarks allow you to figure out when your score is good, when and where there’s room for improvement, and how you might compare to other competitors in your industry. External Benchmarks. Internal Benchmarks.

Benchmark 97

Benchmark SaaS industry standards Analytics 97

AWS Machine Learning

JANUARY 31, 2025

This sets a new benchmark for state-of-the-art performance in critical medical diagnostic tasks, from identifying cancerous cells to detecting genetic abnormalities in tumors. About the Authors Pierre de Malliard is a Senior AI/ML Solutions Architect at Amazon Web Services and supports customers in the healthcare and life sciences industry.

Healthcare 94

Healthcare Scripts Benchmark SaaS 94

ChurnZero

JUNE 17, 2022

You do enablement for onboarding for ChurnZero so you get a lot of exposure to what is going on in the industry. Irit: How do you come up with a benchmark? Now, I can easily benchmark customer onboardings and identify people who potentially are deviating from the prescribed plan for success. Bree: It’s very data based.

Metrics 98

Metrics SaaS Surveys Self service 98

ClientSuccess

SEPTEMBER 28, 2020

Customer success is a unique department within a SaaS organization. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.

SaaS 105

SaaS industry standards Benchmark Accountability 105

Nicereply

SEPTEMBER 4, 2023

What is a Good NPS Score by Industry? Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? What is a Good NPS Score by Industry? Consumer 2023 Net Promoter Benchmarks. Consumer 2023 Net Promoter Benchmarks.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

ClientSuccess

MAY 17, 2022

Before we get into benchmarks, let’s take a step back and review what NPS entails. NPS benchmarks. How do you know if your NPS is good, bad, or simply average for your industry? Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. B2B Software & SaaS – 30.

Benchmark 52

Benchmark B2B SaaS Metrics 52

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. As opposed to the SaaS, which stands for software as a service. . There’s room for improvement in the industry with measuring and presenting ROI to your customers . Only 27.2%

SaaS 98

SaaS Benchmark B2B Analytics 98

CSM Practice

FEBRUARY 15, 2021

In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. It is more common to be developed and maintained by SaaS companies with CSM to customer ratio of 60 or less.

Surveys 64

Surveys SaaS Benchmark Upselling 64

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

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. For so many years, SaaS has focused so strongly on the acquisition that they have been blind to other aspects of the customer journey. Here is a free guide to take your SaaS business from a Reactive approach to Proactive approach !

SaaS 52

SaaS Upselling B2B Benchmark 52

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. I challenge you to think of an industry in which helping customers succeed isn’t beneficial. This is 100% true.

SaaS 52

SaaS Best practices Metrics Benchmark 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. In essence, SaaS and BYOD provide a lot of context for its growth.

voip 52

voip SaaS Technology Benchmark 52

ChurnZero

JUNE 9, 2023

A healthy benchmark is a 95% renewal rate in a given period. A healthy GRR industry benchmark is 80-85% while high-performing SaaS companies often reach 90%. A healthy benchmark is 100% NRR or greater. Gross revenue retention (GRR) GRR illustrates a company’s ability to retain customers.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

Callminer

AUGUST 1, 2017

A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ Since time is money in a contact center, first contact resolution is a primary goal, regardless of the industry. Bill Dettering. Scott Nazareth.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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

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

CustomerSuccessBox

MARCH 25, 2021

Financial Mathematics of a SaaS business model. SaaS business models are different from traditional business models. Unlike the traditional business model, where once the opportunity is marked closed-won, it’s time to celebrate, but when it comes to SaaS, the acquisition is not the end game. So why do we do that?

Customer retention 52

Customer retention SaaS B2B Upselling 52

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. This is also the first time SaaS companies have ever been tested in a down market. Q&A Recap.

SaaS 72

SaaS Metrics Surveys Customer retention 72

ChurnZero

NOVEMBER 11, 2022

of Customer Success teams have fewer than 50 team members, and most teams surveyed fall well below industry benchmarks on CS team headcount. To find out where your team stands relative to your industry peers, download the 2022 Customer Success Leadership Study in full here. Read more on Customer Success industry trends: .

SaaS 98

SaaS Metrics Best practices Benchmark 98

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

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

AWS Machine Learning

MARCH 3, 2025

AWS Local Zones are a type of edge infrastructure deployment that places select AWS services close to large population and industry centers. About the Authors Nima Seifi is a Solutions Architect at AWS, based in Southern California, where he specializes in SaaS and LLMOps. He serves as a technical advisor to startups building on AWS.

APIs 72

APIs Benchmark Metrics Healthcare 72

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

PeopleMetrics

APRIL 17, 2015

This subjective perception makes CX optimization evasive, ambiguous, and challenging to measure and benchmark. However, to enhance your CX, you must first measure and benchmark it. A 99-cent mobile app may have a lower perception than a $999 SaaS suite. The Economics of Customer Experience. How can you improve this perception?

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Education Services Group

JANUARY 19, 2021

Our Customer Success as a Service ® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on. Part of our work is collecting data that will enable CS leaders to succeed as the industry evolves.

Finance 52

Finance SaaS Benchmark Surveys 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

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? • Customer Psychology And The Unexpected Power Of Surveys.

SaaS 72

SaaS Benchmark Surveys Customer retention 72

Amity

APRIL 25, 2016

Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. Dave is an industry veteran and early leader for Customer Success Management. Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. Dave Blake.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. The post Customer Health Score Industry Trends appeared first on. Increased Customer Value.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 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. After specific product adoption benchmarks have been achieved. Click to download. Use a Product Analytics Map for Your Product. After onboarding has been completed.

Feedback 108

Feedback Benchmark Surveys Analytics 108

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

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. NPS Benchmarks may show you signs of whether your business is doing well or needs improvement.

Benchmark 78

Benchmark Telecommunications Feedback Metrics 78

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

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. Read Shep’s latest Forbes article: Industry Insider Discounts Can Lead To Great Word-Of-Mouth Endorsements And Recommendations

Advertising 120

Advertising SaaS Multichannel Wait times 120