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

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

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

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Celebrate (and Capitalize) on Success With Case Studies. As your customer base expands, it’s helpful to develop a system of qualifications for determining case study candidates.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JANUARY 11, 2024

In other words, we asked more complicated and probing questions in each subsequent year to reveal better benchmarks. The complete 2023 Customer Success Leadership Study (download here) is based on a survey of 1,250 respondents, presented by ChurnZero, ESG , SaaStr , and HubSpot. 2023 customer success budgets Economic context: U.S.

SaaS 52

SaaS Benchmark Surveys Finance 52

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. 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

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. To encourage internal participation, Nicole suggests incentivizing your CSMs by giving them a small stipend for each of customer who agrees to participate in a case study, act as a reference, and so on. As Megan adds, “CSMs have a lot to do.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

SharpenCX

JANUARY 23, 2020

A study from The Strategic Journal of Business & Change Management linked clear KPIs to improved performance at work. Once goals and KPIs are in place, set a regular meeting cadence where you take time to group up, review performance benchmarks, and talk through what your agents need from you to make progress on their goals.

Coaching 98

Coaching Contact Center Benchmark Management 98

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. 5/ 2022 Customer Success leadership study. 3/ Mythbuster: Customer Success Manager coverage ratio.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Nicereply

NOVEMBER 30, 2021

A study by Marketing Metrics revealed that businesses have a 20-40% chance of winning back a lost customer, as compared to a 5-20% chance of converting a prospect into a new customer. The same study claims that win-back campaigns generate an average $485K for small businesses. Is it worth winning back lost customers at all?

Surveys 104

Surveys B2C Benchmark Accountability 104

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

JANUARY 8, 2024

At most SaaS companies, the line item for customer success budgets is dedicated to headcount. This non-headcount approach is a technique for understanding how SaaS companies are investing in the needs of their customer success teams. This means many are below the industry benchmark of 0.05% of revenue.

Benchmark 52

Benchmark SaaS Surveys Management 52

Amity

FEBRUARY 2, 2016

The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. According to a study by Gartner Group, 80% of a company’s future profits come from 20% of their existing customers.

SaaS 80

SaaS Education Customer retention Sales 80

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.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

Outsource Consultants

MARCH 21, 2025

Use Case: B2B sales teams, SaaS demos, consultative selling. A study by the Rain Group found that 82% of buyers accept meetings with sellers who proactively reach out , a statistic that highlights the effectiveness of outbound calls in securing new business opportunities. Tip: Ask for case studies in your industry.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67

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

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

Totango

MARCH 5, 2021

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. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

CustomerSuccessBox

JULY 19, 2021

For SaaS companies today, there are many aspects of their business to consider when creating and measuring success. What Saas businesses do not realize is that excelling in Customer Success (CS) can be a key component to low churn rates and successful business growth. Source: Forbes. Churn is on the rise. Source: 99Firms.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

Amity

JANUARY 13, 2016

In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact. A Guide of SaaS Companies. In this article, Benjamin Brandall provides a guide to the importance of Customer Success for SaaS companies. • What Does "Customer Success" Mean for SaaS Startups.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Mature SaaS companies are generally more concerned with the elements of scaling customer success. Starting with segmentation strategy, we’ll discuss observations from the study and popular myths. The Low Touch Study.

Benchmark 45

Benchmark Journey mapping SaaS Analytics 45

ChurnZero

OCTOBER 13, 2023

While the subscription model was nascent and SaaS, as a term, hadnt quite been popularized yet, Patricia had a few ideas that were innovative at the time. Download the full report 2023 Customer Success Leadership Study for a more in-depth look at the influence of customer success teams across the organization.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

CustomerSuccessBox

JULY 14, 2021

Why the Adoption Phase Matters in SaaS. In response, many SaaS user adoption companies have started exploring strategies that focus on driving product usage by end-users. Suggested Reading: Why is Customer Retention Important for B2B SaaS Business? What is a good adoption rate in SaaS? Offer Live Chat Support.

SaaS 52

SaaS Metrics B2B Benchmark 52

Amity

JUNE 1, 2017

If you’ve spent any time in SAAS Customer Success, you’ll understand that one of the most important aspects of adopting a new software product is the onboarding and training period. Prior to the 1:1s ask the customer to study up on the basics. Operationalizing a High Volume Onboarding Team.

Benchmark 69

Benchmark SaaS CRM Consulting 69

Solvvy

JULY 8, 2022

Software as a Service (SaaS) companies, for example, need to build monthly recurring revenue (MRR) to operate. Analysts that have studied NPS across industries have found that benchmarks vary for businesses in different markets. Furthermore, depending on your business model, retention may be critical to your survival.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Help Scout

JULY 20, 2021

Rather than being prescriptive, they conducted an extensive study around business use cases and how they pertained to changing customer needs. Setting up benchmarks for the standards you’d like to achieve with your customers is an essential step for deepening your customer orientation.

Sales 145

Sales Feedback Metrics Surveys 145

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. According to a Gallup study , high employee engagement leads to higher customer engagement, lower employee turnover, and 21% higher profitability.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Nicereply

AUGUST 12, 2019

In fact, 20% of customers who are technically “satisfied” but fall under the bucket of “passive,” also indicated being ready to leave by a study done by HBR. Consider this: SaaS products have a benchmark average NPS score of 26. On the flip side, 28% of detractors expressed interest in staying.

Surveys 83

Surveys Benchmark Advertising SaaS 83

Education Services Group

SEPTEMBER 29, 2020

Case studies. Without the involvement of Customer Success, sales will likely be resorting to the same select few case studies you’ve been using for years. It’s worth noting that case studies will often highlight new use cases for your product or service that you may not have otherwise known. Your life will be easier.

Sales 52

Sales Benchmark B2B SaaS 52

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 Customer centricity 40

Outsource Consultants

MARCH 2, 2025

A SaaS company might require specialized agents for technical troubleshooting and user assistance. You can use industry benchmarks to estimate your staffing needs. Ask potential partners for case studies or client testimonials from your industry. Analyzing Your Call Volumes and Patterns Next, examine your call data.

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

CustomerSuccessBox

DECEMBER 22, 2021

Industry best practices Benchmarking studies How mature are their processes compared to competitors? As a B2B SaaS business, you’re always interested in knowing what your peers are doing right. The next step is to complete the workstream and benchmark the progress towards the goals. What is the ROI?

Benchmark 52

Benchmark B2B Best practices SaaS 52

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. It’s a large, open-ended question, and something we talk about almost daily. Last year, 63.3%

Coaching 52

Coaching Benchmark Consulting Consulting 52

Amity

OCTOBER 23, 2018

This really depends on your industry so you want to familiarize yourself with industry benchmarks. Expansion revenue can have a big impact on your SaaS metrics and your bottom line. According to a Bain & Co Study boosting retention rates by 5% can increase profits by 25 to 95%.

Metrics 76

Metrics Best practices Customer retention SaaS 76

aircall

NOVEMBER 4, 2016

Studies show that computer-telephone integration r educes the average length of a call. Take advantage of free trials and benchmark different providers to stay informed. The right provider will keep their SaaS model up to date and proactively provide you with the tools you need. Focus on success.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

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