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

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 also sought to understand the major trends of customer health scores. This blog will discuss takeaways and trends in customer success about one of the most popular tools – the customer health score.

Surveys 64

Surveys SaaS Benchmark Upselling 64

Totango

FEBRUARY 15, 2019

Measuring product adoption by users is critical for SaaS and Cloud companies as this is the most telling indicator of the value customers are getting from products and services. In order to create this visibility, cloud and SaaS product teams need to instrument their applications (web, mobile, saas) to report on product usage.

SaaS 72

SaaS B2C B2B Metrics 72

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. “Our NPS metric across our Aunty demographic has declined by 2 points with high pricing as the key trend” Insert questions you want answered into your agenda, not broad topics. External benchmarks are brilliant additions to any plan.

SaaS 68

SaaS Benchmark Metrics Accountability 68

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. It’s also a trend that’s likely to continue. BYOD—An emerging workplace standard.

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%. Discounts chip away at profit margins, so it’s important to try to understand the root cause and look for trends. A healthy benchmark is 100% NRR or greater.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

aircall

NOVEMBER 28, 2022

Pipedrive is a SaaS unicorn—a deal-driven CRM solution which empowers marketing and sales teams. Before using Klaus: CSAT was 95% – above 2022’s benchmark of 89%. IQS measured 86% – slightly below 2022’s benchmark of 89%. QA Specialist reviews provide more meaningful insights and higher analysis of trends and reporting.

SaaS 62

SaaS Calibration Customer Service Benchmark 62

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. “Our NPS metric across our Aunty demographic has declined by 2 points with high pricing as the key trend” Insert questions you want answered into your agenda, not broad topics. External benchmarks are brilliant additions to any plan.

SaaS 60

SaaS Benchmark Metrics Accountability 60

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

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

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

CustomerSuccessBox

AUGUST 10, 2021

Any changes in the market, like trends and customer usage, may also require revisiting the customer health score. 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.

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. This lets you track trends, analyze patterns and create automatically triggered solutions to common issues. Click to download.

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

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Benchmarking – Entering the arena to win an award provides the opportunity to compare your Customer Success team with others in the industry. The same holds true for our vendors.

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. It’s important to note that the survey questions about customer success budgets have changed over time. 2023 customer success budgets Economic context: U.S. Venture funding slowed as did the IPO market. of revenue. of revenue.

SaaS 52

SaaS Benchmark Surveys Finance 52

ChurnZero

MAY 11, 2021

As opposed to the SaaS, which stands for software as a service. . TSIA’s Customer Success benchmark data shows that 49% of companies monetize customer success, and when a company monetizes customer success, their Net Promoter Score is higher. If you are wondering what XaaS stands for, it means anything/everything as a service.

SaaS 98

SaaS Benchmark B2B Analytics 98

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, became essential to SaaS companies. In this article, we share three Customer Success trends to look out for in 2022: NRR becomes red hot (watch out). To varying degrees, these trends are already happening now, but will only continue to grow – gradually, then suddenly. NRR is fantastic.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

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

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.

Coaching 52

Coaching Benchmark Consulting Consulting 52

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). Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

AWS Machine Learning

SEPTEMBER 11, 2024

In summary, we see two general trends in the hardware acceleration space. As lower-precision workloads become more important, hardware and infrastructure trends are changing accordingly. A second benchmarking measure is absolute-performance , meaning how quickly can a given job be completed independent of price.

Benchmark 113

Benchmark Banking Analytics Big data 113

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). Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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

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. Analyze your KPI data to identify any noteworthy trends. Use Benchmarking Data. Tech support personnel.

Best practices 19

Best practices Benchmark Metrics B2B 19

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. The post Freemium Onboarding: How to Convert Free Users into Paying Customers appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Best practices 117

Best practices Benchmark SaaS Enterprise 117

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

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Establishing benchmarks representing progression and completion of onboarding.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if youre measuring what really matters. The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS.

SaaS 52

SaaS Metrics Surveys Enterprise 52

Amity

FEBRUARY 2, 2016

Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”? 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.

SaaS 80

SaaS Education Customer retention Sales 80

ChurnZero

NOVEMBER 9, 2021

Then, you can adjust to find your ideal customer timeline, which will serve as a good benchmark to help you manage any possible issues. This time-trend analysis helps ensure you don’t accidentally slip into a regression or ignore minor setbacks that could actually be consequential.

Customer retention 98

Customer retention Feedback Benchmark SaaS 98

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. To chart progress toward goals, identify benchmarks that represent steps to success. Choose goals that fit your product and customers.

Journey mapping 93

Journey mapping SaaS Best practices Benchmark 93

Playvox

SEPTEMBER 19, 2022

The need to get more from the same resources is just one of the reasons I’m so enthusiastic about our recent press announcement touting our announcement of AutoQA, an AI-based SaaS product designed to improve the efficiency of Quality Assurance (QA) efforts. You may be wondering how something like AutoQA can improve efficiency.

Quality management 80

Quality management Management Contact Center Benchmark 80

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. Every board meeting is going to suck.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Comm100

SEPTEMBER 23, 2021

Ensure you find benchmarks and determine prompt response times for your business for the asynchronous communication channels like Facebook, SMS, and email. In the same way, you should choose a SaaS service that helps you tailor your content and business needs in order to match the needs of your individual customers.

Customer Service 98

Customer Service Chatbots Benchmark APIs 98

ChurnZero

JUNE 17, 2022

Evaluate if the customer is trending in that direction. Identify emerging trends to better refine your onboarding journey and remove bottlenecks. We’re able to really look at these and identify some of those general trends that we know may trend toward unsuccessful launch or churn. Bree: It’s very data based.

Metrics 52

Metrics SaaS Surveys Self service 52

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