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

ChurnZero

JUNE 17, 2022

Irit: How do you come up with a benchmark? Are they now missing items and tips and tricks that they should know at this point in time? Now, I can easily benchmark customer onboardings and identify people who potentially are deviating from the prescribed plan for success. We also look at this in a 30-day period. Bree: Exactly.

Metrics 98

Metrics SaaS Surveys Self service 98

delighted

MARCH 15, 2019

Here are 7 tips for designing an effective VoC program that ensures you’ll get actionable feedback for improving your customer experience. 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.

Surveys 75

Surveys Benchmark B2B Feedback 75

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

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

Nicereply

SEPTEMBER 4, 2023

Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? However, it’s important to note that industry standards for NPS scores may vary and that benchmarking your score can serve as a good Northstar to reference. Consumer 2023 Net Promoter Benchmarks.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

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

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. You can include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

SEPTEMBER 9, 2022

Tips to prep for QBRs more efficiently. Use these tips to make your QBRs count and improve customer satisfaction and retention. For SaaS B2B clients, QBR meetings tend to focus on assessing value as measured by KPI performance benchmarks. For SaaS B2B clients, possible attendees may include: Managers of end-users.

Best practices 19

Best practices Benchmark Metrics B2B 19

Vonage

MAY 8, 2017

If you’re unsure on either of the above take a look at our top tips below for advice and best practice when scaling your business. Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base. Create the right ethos through comprehensive training.

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

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

Totango

AUGUST 18, 2021

A freemium onboarding email sequence is a series of emails sent automatically to new freemium users to provide an orientation to your SaaS product and your brand. When a customer begins using a product feature, the email is sent with tips on how to make best use of the feature, a link to a tutorial or similar information.

Best practices 117

Best practices Benchmark SaaS Enterprise 117

ClientSuccess

AUGUST 31, 2022

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. Customer Business Review Tips and Tricks. They constantly check in with key contacts so that nothing slips through the cracks in the progress plan. This is called a Customer Business Review. .

Benchmark 77

Benchmark SaaS Accountability Analytics 77

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). Blog posts with tips addressing common concerns.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

Totango

JULY 17, 2024

Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base. Once you have that foundation, you can determine the metrics or proxy metrics to measure and benchmark. Bold statement?

Sales 100

Sales Metrics Accountability Benchmark 100

ChurnZero

NOVEMBER 9, 2021

When you’re ready to improve customer onboarding , then follow our six tips to enhance the most influential phase of your customer’s journey. Then, you can adjust to find your ideal customer timeline, which will serve as a good benchmark to help you manage any possible issues.

Customer retention 52

Customer retention Feedback Benchmark SaaS 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. Finally, we’ll offer some tips on why optimizing your onboarding process matters and how you can leverage technology to integrate your checklist into an efficient onboarding process. Establishing benchmarks representing progression and completion of onboarding.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

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. 2/ 7 tips from the C-suite for future Customer Success leaders. 4/ Got self-doubt?

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

ChurnZero

DECEMBER 6, 2021

All SaaS companies can expect some level of customer churn. These are just a few of many possible reasons a SaaS company might see customers leave. These are just a few of many possible reasons a SaaS company might see customers leave. Some might feel the software doesn’t meet their needs, so they look for another solution.

Customer retention 98

Customer retention SaaS Feedback Benchmark 98

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

JUNE 17, 2022

Irit: How do you come up with a benchmark? Are they now missing items and tips and tricks that they should know at this point in time? Now, I can easily benchmark customer onboardings and identify people who potentially are deviating from the prescribed plan for success. We also look at this in a 30-day period. Bree: Exactly.

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

NOVEMBER 11, 2020

Customer Success (CS) has become a larger priority for many companies in the past five years as the shift to SaaS subscriptions has become the de facto standard for most license models, and customers can more easily switch vendors with little effort. The benchmark for safe investments. And these conversations are GOLD!

CRM 85

CRM Benchmark Analytics SaaS 85

Totango

MAY 6, 2021

Use these tips to increase your customer retention rate and maximize your repeat business revenue. As a concept, in a SaaS context, it represents how successful a company is at getting customers to renew subscriptions or licenses. Here are some tips on how to put these retention strategies into effect using automated technology.

Customer retention 76

Customer retention Best practices Education Benchmark 76

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

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

Amity

APRIL 11, 2018

Make sure that regular meetings are happening even if they are only 20 minutes long, in order to discuss any hindrances, benchmarks, and get feedback. This tip is also an excellent way for teams with several customers to organize their time proactively. Honesty is key, do not make it sound like a piece of cake if it’s not.

Benchmark 73

Benchmark SaaS Metrics Feedback 73

ChurnZero

SEPTEMBER 4, 2020

If you don ’ t have any frequently underused functionality , use tips and tricks to show y our customer how to use your tool more effectively – whether it’s your own favorite shortcut or a new how-to you’ve recently learned. Collect and organize your best advi ce and use it to start a n adoption campaign. .

Metrics 87

Metrics Benchmark SaaS Accountability 87

ChurnZero

MAY 29, 2020

With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. It’s used to forecast the financial sustainability and trajectory of SaaS businesses, and therefore their valuation. Net Promoter Score®.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ChurnZero

JANUARY 26, 2021

Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. . . Policy decisions, aversion to change, uncoordinated resources and third-party systems are just a few of the examples of items outside of your direct control as a SaaS provider and a CSM.

Management 98

Management Chief Customer Officer Upselling SaaS 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. It is more common to be developed and maintained by SaaS companies with CSM to customer ratio of 60 or less. The customer health score is more common by 30% in SaaS vs. On-Premise or services organization.

Surveys 64

Surveys SaaS Benchmark Upselling 64

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 48

SaaS Best practices industry standards Consulting 48

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 48

SaaS Best practices industry standards Consulting 48

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 48

SaaS Best practices industry standards Consulting 48

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 48

SaaS Best practices industry standards Consulting 48

Totango

APRIL 16, 2021

In a SaaS context, it is especially useful when applied to onboarding emails in conjunction with digital-first customer success technology such as Totango Spark. If a customer’s usage history indicates they’re ready to start using an advanced product feature, this might trigger a message with a tutorial tip.

Personalization 71

Personalization Upselling Benchmark SaaS 71

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

ChurnZero

SEPTEMBER 7, 2018

To start, here’s some tips for writing the perfect Customer Success Manager job description. Over the past several years, B2B SaaS companies have made a wave of investments in growing Customer Success functions. NPS Benchmark for 2018: How do you compare? – The 2018 NPS benchmark results are in. Upcoming Webinar.

Management 45

Management Education Benchmark SaaS 45