Education Services Group

JANUARY 19, 2021

Last year, we, along with our CS friends at ChurnZero and Higher Logic, embarked on an ambitious project to check-in with the CS community as a whole and find out more about the industry’s current place in SaaS business and uncover the trends influencing its growth. We are proud to present the Inaugural Customer Success Leadership Study !

Finance 52

Finance SaaS Benchmark Surveys 52

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. These efforts are geared towards presenting viable solutions to the challenges of building customer success at scale. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

ChurnZero

AUGUST 14, 2020

Its workstreams rely upon inputs such as sale’s manual data entry and gut instincts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). Sales or Sales Operations.

CRM 87

CRM Finance Upselling Accountability 87

PeopleMetrics

APRIL 17, 2015

It includes digital touch points and personal ones, pre-sale and post. 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.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

ChurnZero

MAY 8, 2020

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. The benchmarks, gross growth rates, logo churn, revenue churn, etc. are built into this model.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Dan is a recognized domain expert in Customer Success especially in a startup environment and in SaaS. CEO - Promoter.io.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Practice

OCTOBER 15, 2019

A steady stream of recurring revenue is essential for any SaaS company. Optimizing the renewal process is the solution to stabilizing and maintaining the recurring revenue streams from SaaS clients. A TSIA benchmark study on renewal rates showed that there is a 13.7 Automation and Communication.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

ClientSuccess

JULY 12, 2017

Watch the video of Stacey’s presentation below: Stacey sat down with Dave Blake, Founder & CEO of ClientSuccess, for a 1:1 conversation on her story of success in the venture capital world and how she views customer success from this unique perspective. 3 Reasons Why Hubspot, Ominture, and ExactTarget Had SaaS Success.

SaaS 40

SaaS Metrics Benchmark Best practices 40

SmartKarrot

MARCH 21, 2023

Maintain customer engagement by defining the SaaS portfolio of Morning Consult’s customer journey experience. Work closely with the teams from Sales, Service, and Commercial Operations to standardise and improve cross-team processes. Customer Success Manager, you’ll Outstanding organisational and project management skills.

Consulting 19

Consulting Consulting SaaS Benchmark 19

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Preparation and presentation of business proposals. Apply here: [link]. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

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. They present the same face in every customer interaction, and that face is a beautiful one! Editor’s Note: Opentalk 2016 is over, but the content lives on. Trick question. Then comes the data!

Customer centricity 40

Customer centricity Benchmark B2B SaaS 40

CSM Practice

APRIL 13, 2021

Customer retention helps drive sales and traffic and achieve a high customer retention percentage. At the heart of the SaaS business model is increasing customers’ value over their lifetime. Prepare to benchmark data to see how well your customer is doing in comparison to their competitors. . Making a Difference as a CSM.

Management 52

Management Customer retention Upselling Accountability 52

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Spearline

JUNE 18, 2019

Your contact numbers support sales orders and customer management and when they are "down" your business is not generating revenue and may be losing customers. Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Spearline

JUNE 18, 2019

Your contact numbers support sales orders and customer management and when they are "down" your business is not generating revenue and may be losing customers. Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

ChurnZero

OCTOBER 22, 2020

If your Sales team needed a CRM, you wouldn’t expect it to be built in-house – they’d purchase Salesforce. According to the report, “Customer Success Management (CSM) systems have a high benefit rating for companies that need to improve and automate post-sales processes, including onboarding, adoption, renewal processes, and churn mitigation.

CRM 59

CRM Customer retention Technology Best practices 59

ChurnZero

JUNE 17, 2022

Compare your customer’s time in app against customers in similar onboarding journeys (past and present). Compare a customer’s time in app and set that threshold compared to customers in the same onboarding journey both past and present. Irit: Are these are your customer success managers or sales reps or onboarding managers?

Metrics 98

Metrics SaaS Surveys Self service 98

CSM Practice

SEPTEMBER 25, 2019

Delivering on what was promised in the sales process alone has proven to be insufficient in preventing churn. These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. This is because the clients can simply subscribe to another vendor that offers similar services.

Accountability 65

Accountability Benchmark SaaS Surveys 65

SmartKarrot

MARCH 4, 2021

Role: VP, Customer Success – SaaS Location: Remote, Boston, MA, US Organization: Blue Signal Search As a VP of Customer Success, you will manage and provide executive leadership to all facets and members of the customer success department. Provide visibility to other cross-functional leadership teams on progress and key metrics.

SaaS 10

SaaS Benchmark Coaching Metrics 10

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

Squelch

JUNE 18, 2019

Delivering on what was promised in the sales process alone has proven to be insufficient in preventing churn. These include other solutions that your on-premise, SaaS, hardware, or service offerings can deliver to the clients. This is because the clients can simply subscribe to another vendor that offers similar services.

Benchmark 53

Benchmark SaaS Accountability Best practices 53

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

ChurnZero

JUNE 17, 2022

Compare your customer’s time in app against customers in similar onboarding journeys (past and present). Compare a customer’s time in app and set that threshold compared to customers in the same onboarding journey both past and present. Irit: Are these are your customer success managers or sales reps or onboarding managers?

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

FEBRUARY 9, 2022

The worst part is that while product, sales, marketing, and engineering have a vote to increase their respective budgets, resulting in enhanced revenue or engagement, customer success depends on financial metrics like revenue per CSM or customers per CSM. Talk about the market expense benchmark card. This hiring comes with some costs.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

SmartKarrot

MAY 29, 2020

Primarily, software-based companies such as SaaS companies employ customer success specialists, which provide technical support to customers. The main objective is to satisfy them and provide them support on SaaS products. In recent years, the most significant change is the emergence of SaaS. . Read on to get the answer!

SaaS 10

SaaS Accountability Technology Management 10

ClientSuccess

AUGUST 31, 2022

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. Sales teams run business reviews to keep salespeople on track toward their goals. Practice presenting this information to the customer to anticipate questions and prepare answers. . This is called a Customer Business Review. .

Benchmark 77

Benchmark SaaS Accountability Analytics 77

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

MAY 7, 2021

If we have defined what a healthy customer looks like and the specific milestones they should achieve at certain points in time, I might say, “Hey, customer, it’s the 90-day mark, here are your benchmarks. You’re short on benchmark one and benchmark three. We’re not there to present.

Benchmark 59

Benchmark Metrics CRM B2B 59

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

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. Sales – Promoters are a Sale rep’s best friend. Calculating Loyalty. Upcoming Webinar.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

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

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. Prepare any presentation aids you want to incorporate, such as illustrative stories or graphs summarizing data.

Best practices 19

Best practices Benchmark Metrics B2B 19

JustCall

APRIL 5, 2023

JustCall Overview JustCall is a VoIP business phone system that has emerged as the Cloud Phone System of choice for today’s multi-tasking sales and support teams. Using Google Chat, your team can easily collaborate via text, build collaborative chat rooms, conduct web conferences, share documents, and deliver presentations.

voip 52

voip Enterprise Interactive Voice Response CRM 52

ClientSuccess

JUNE 12, 2017

Today’s SaaS organizations commonly utilize a subscription business model, where customers pay a recurring fee to gain access to a certain software or cloud-based platform. The customer lifecycle refers to the entire customer journey, from sales to onboarding to engagement and beyond. Let’s take a look: Subscription Revenue.

SaaS 46

SaaS Metrics Best practices Benchmark 46

CustomerSuccessBox

NOVEMBER 23, 2021

The latter, on the contrary, is based on sales techniques that will trigger the act of purchase at the customer’s premises. To do this, you must be present on as many channels as possible: Company website Chatbot Social networks Newsletter. In the field, several key indicators are recognized as benchmarks.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Amity

JANUARY 27, 2016

A Customer success platform delivers economic benefits in three ways: they reduce churn, drive up-sells, and drive sales through secondary revenue and referrals. In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. • SaaS Startups Can Reduce Churn with Better Customer Success.

Upselling 57

Upselling SaaS Best practices Sales 57

Amity

OCTOBER 23, 2018

The result could be that you will run out of money if you don’t turn this trend around, even if your sales are showing a the so called hockey stick trajectory. This really depends on your industry so you want to familiarize yourself with industry benchmarks. Net Promoter Score.

Metrics 76

Metrics Best practices Customer retention SaaS 76