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 you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

ClientSuccess

MAY 17, 2022

Before we get into benchmarks, let’s take a step back and review what NPS entails. NPS benchmarks. Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. B2B Software & SaaS – 30. And, if you are above the benchmark, now is not the time to fade off. Digital Marketing – 57.

Benchmark 52

Benchmark B2B SaaS Metrics 52

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Check out our top five Customer Success webinars brought to you by ChurnZero in 2021.

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. A lot of the structure of your SaaS support model can be built around the insights from your conversation volume. Do you get an increase in volume when a webinar is broadcast?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

SaaS 72

SaaS Metrics Surveys Customer retention 72

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JUNE 9, 2023

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” A healthy benchmark is a 95% renewal rate in a given period. A healthy benchmark is 100% NRR or greater.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

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

ChurnZero

JANUARY 11, 2024

In other words, we asked more complicated and probing questions in each subsequent year to reveal better benchmarks. Th e complete 2022 Customer Success Leadership Study ( blog post | webinar ) is based on a survey of 1,000 respondents, presented by ChurnZero, ESG , Higher Logic Vanilla and involve.ai. of revenue. of revenue.

SaaS 52

SaaS Benchmark Surveys Finance 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. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. • Webinars.

SaaS 80

SaaS Education Customer retention Sales 80

ChurnZero

AUGUST 14, 2020

NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague. Webinar Software. What is webinar software? Webinar software is a virtual seminar platform that creates live or recorded video presentations. What is NPS software?

CRM 87

CRM Finance Upselling Accountability 87

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

ClientSuccess

AUGUST 31, 2022

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. They constantly check in with key contacts so that nothing slips through the cracks in the progress plan. Sometimes, however, a more extensive, more focused discussion is warranted to take stock of how a customer is progressing against its goals.

Benchmark 77

Benchmark SaaS Accountability Analytics 77

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

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . Here are a few actionable ways to use your new secret weapon to help customers: Set designated service level benchmarks and ask CSMs to meticulously track progress against these goals.

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

ChurnZero

MAY 8, 2020

To explain why Customer Success should be deemed essential, we hosted a webinar with Executive Director Mikael Blasidell from the Customer Success Association and Customer Success Consultant Ed Powers from Service Excellence Partners. If you missed the webinar, you can watch it on-demand. Q&A Recap. are built into this model.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

Amity

JANUARY 27, 2016

In this issue of the SaaS Tattler we discuss some of the economic benefits of a Customer Success Platform. Join us, and a panel of three leading B2B SaaS executives on February 4 at 1pm ET , for a lively discussion on how to make the business case for investing in Customer Success Software. • Register For Our Upcoming Webinar.

Upselling 57

Upselling SaaS Best practices Sales 57

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? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Upcoming Webinar. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ChurnZero

SEPTEMBER 7, 2018

Upcoming Webinar. Over the past several years, B2B SaaS companies have made a wave of investments in growing Customer Success functions. In this webinar, you’ll discover a way to scale your Customer Success efforts and sustain Customer Lifetime Value while increasing brand value and decreasing support costs: Customer Education.

Management 45

Management Education Benchmark SaaS 45

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. For sophisticated SaaS organizations, deployment is a seamless transfer of data between an online host and the pre-built platform. Green Zone Status. Deployment.

SaaS 46

SaaS Metrics Best practices Benchmark 46

ChurnZero

MARCH 15, 2019

Upcoming Webinar. Did you know: For every 1% increase in revenue retention, a SaaS company’s value increases by 12% after five years? Clearly churn has a big impact on a SaaS business. Please join this webinar to learn: . Speakers: Rob Belcher, Managing Director, SaaS Capital. Fight Customer Churn!

SaaS 45

SaaS Best practices Morale Benchmark 45

ChurnZero

MAY 7, 2021

During the webinar, we cover: How to assess where you fit within the stages of Customer Success maturity. If you missed the webinar, you can watch it on-demand. You’re short on benchmark one and benchmark three. I’d love to have a discussion with you on how we can get you exceeding those benchmarks.

Benchmark 59

Benchmark Metrics CRM B2B 59

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Some of the questions asked in the survey were similar to the core TSIA benchmark.

Benchmark 45

Benchmark Journey mapping SaaS Analytics 45

ChurnZero

JULY 21, 2023

However, nearly every SaaS business today has had to find ways to cut costs while increasing its levels of service and revenue. In our webinar, Scaling customer success Lynn shares how CS teams can scale their operations and outreach by implementing a digital strategy that uses automation and generative AI.

Enterprise 52

Enterprise Benchmark Accountability Marketing 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. If used correctly, CX SaaS can help make customers feel like they are receiving special treatment.

Customer Experience 78

Customer Experience Chatbots SaaS Analytics 78

ProProfs Blog

AUGUST 6, 2021

In addition, you can even access your industry-specific blogs, news, webinars, etc. Key features of Fortay are: Use company culture benchmarks to identify the right candidates for your company. Integrate with top SaaS tools like Trello, Dropbox, Google Drive, and more. Collect anonymous ongoing feedback using real-time polls.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Solvvy

AUGUST 31, 2022

Analysts that have studied NPS across industries have found that benchmarks vary. You can use those benchmarks to see how you compare to competitors — and to set goals for your business. After a Webinar. CSAT Industry Benchmarks. Why CSAT is Important. With this data, you can improve processes for all customers.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

ClientSuccess

JULY 16, 2021

Having built Health Scores at five different SaaS companies, as well as working with hundreds of other leaders at leading organizations, I’ve identified the eight most common metric categories to leverage when designing your Customer Health Score. Determining Your Perfect Metrics. Not Everything is Created Equal .

Construction 52

Construction Metrics Customer retention Surveys 52

JustCall

APRIL 5, 2023

Zoom Best-suited for: Zoom is best suited for using the following functionalities: video conferencing meetings, audio conferencing, webinars, meeting recordings, and live chat whether for a small or large business. 8×8 Overview 8×8 is a SaaS-based phone, video, chat, and contact center platform for businesses.

voip 52

voip Enterprise Interactive Voice Response CRM 52

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. Upcoming Webinar. You can think of it as a numerical value that indicates how loyal your customers are.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

SmartKarrot

MARCH 21, 2023

Maintain customer engagement by defining the SaaS portfolio of Morning Consult’s customer journey experience. Treat our clients as business partners by getting to know their business strategy and working together to determine outcomes and benchmarks. Cross-sell new products to current clients.

Consulting 19

Consulting Consulting SaaS Benchmark 19

SmartKarrot

FEBRUARY 24, 2022

Are you contemplating upon starting a blog for your B2B SaaS business? In today’s digital era, where customers have become smart, it has become very important for businesses to use blogging for marketing their B2B SaaS business. B2B SaaS businesses are always after gaining leads and prospects. Not many people are aware of it.

B2B 10

B2B SaaS Education Engineering 10

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. 3/ Mythbuster: Customer Success Manager coverage ratio. 4/ Got self-doubt?

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Interaction Metrics

APRIL 10, 2025

If you’re looking for customer satisfaction survey examples, consider how retailers ask about store cleanliness or how SaaS platforms check in on feature usability. Market research surveys reveal valuable insights about your market, from pricing expectations and competitor benchmarks to emerging demands for new features.

Surveys 48

Surveys Feedback Metrics Healthcare 48

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

CustomerSuccessBox

NOVEMBER 19, 2018

Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin. 1 : Many , as the name suggests, is designed to train a larger group of customers on best practices and ways to leverage the product via webinars, blogs, communities, etc. So what is the Valley of Death (VOD)?

SaaS 72

SaaS Metrics Benchmark Upselling 72