PeopleMetrics

JANUARY 13, 2017

When you are selling a SaaS product, you really need to think about what you’re actually selling. It seems like an obvious truth (after all, they are called Software-as-a-Service products), but many SaaS companies lose sight of the service side of things - they strive toward the goal of a no-touch sales organization.

SaaS 54

SaaS Benchmark Metrics Education 54

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). What are some questions your team uses to open up critical conversations with customers?

SaaS 55

SaaS Accountability Customer effort Metrics 55

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Level of engagement with your customer success management (CSM) or other customer support interactions. Net Promoter Score ®.

Customer retention 52

Customer retention SaaS Education Feedback 52

Lumoa

FEBRUARY 9, 2023

A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon. Onboarding Onboarding is familiarizing a new customer with the service. Learn from the best.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Online brand advocacy.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Kayako

FEBRUARY 16, 2017

It is clear that putting customer experience at the heart of your knowledge base or help center is critical in helping customers, lowering customer effort and reducing inbound support requests. So how can we meet our customer’s self-service demands? 68% of SaaS/Tech companies have a well-placed search bar.

SaaS 92

SaaS Self service Best practices Customer Support 92

Nicereply

OCTOBER 12, 2021

Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used. Asking questions that you already have the answer to can hurt customer experience by increasing the customer effort required to resolve their issue.

SaaS 118

SaaS Self service CRM Feedback 118

ProProfs Blog

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

JUNE 17, 2022

I would say in onboarding too, even more common is customer satisfaction score (CSAT). Even a customer effort score (CES), how difficult was this or how easy was this? For more tips on how to step up your onboarding experience, check out our guide, “ How to crush SaaS customer onboarding.”

Metrics 52

Metrics SaaS Surveys Self service 52

Spearline

DECEMBER 7, 2021

And when you put it in the Contact Center … As cloud services have grown to support the SaaS revolution, the contact center has also migrated to the cloud. Telecoms specialists and audiophiles think in terms of “listener effort” while contact centers consider “customer effort”.

voip 98

voip Contact Center APIs Government 98

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Customer Churn Rate. Customer Feedback.

Metrics 98

Metrics Journey mapping SaaS Sales 98

Satrix Solutions

NOVEMBER 12, 2020

Evan, customer health scores in SaaS are much more common these days. What’s the relationship between health scores and voice of the customer feedback? We work with a lot of SaaS companies where customer health scores are prominent. Evan Klein , Founder & President, Satrix Solutions. Thanks, Heather.

SaaS 88

SaaS Feedback Best practices Accountability 88

Mindtouch

MAY 14, 2018

Customer success has evolved over the past decade. Most successful SaaS companies now have a dedicated customer success function, a trend that’s expanding into manufacturing and other industries. Businesses now understand that customers who continue finding value tend to become product experts and loyal brand advocates.

Customer retention 66

Customer retention SaaS Customer effort Metrics 66

Nicereply

JULY 13, 2021

Peter Sajevics is the Head of Customer Success at Stylehub , a B2B E-commerce platform, for anyone who wants to run their business online. Regis Eloi is the former Director of Customer Support at Salsify. They provide B2B SaaS solutions for brands and manufacturers globally. For hardware products, there are always challenges.

B2B 98

B2B B2C SaaS Technical Support 98

CustomerSuccessBox

AUGUST 27, 2021

Customer Success for B2B SaaS is a function of all departments with the obvious contributors being- Customer support, Onboarding specialist, and Customer Success team. How to execute customer success practice into your SaaS? Additional Read : Knowledge transfer from sales to Customer Success.

Upselling 52

Upselling SaaS B2B Metrics 52

ClientSuccess

DECEMBER 21, 2021

Product adoption: this metric tracks how many users at a specific customer are using the product or service. CES: a customer effort score (CES) measures how easy it is for a user to use the product or service, get issues resolved (either through customer support or on their own), and generally engage with the solution. .

Metrics 100

Metrics Upselling B2B SaaS 100

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Nicereply

NOVEMBER 9, 2021

SaaS and screen sharing tools have made this a lot easier, as most of the time an agent can quite literally see what the customer is doing. How you support your customers is well known to your team, but it may not be well known to the customer. Teaching Customer Experience Skills. Piece Together a Story.

Customer Experience 124

Customer Experience SaaS Sales Customer effort 124

Nicereply

DECEMBER 9, 2021

Whether there are external factors that may cause the customer to stop using your product. Key metrics that contribute to the customer health score focus on product usage and responses to surveys. If your business deals in SaaS, online, and software products, it is easy to track product usage. Customer effort score (CES).

Metrics 97

Metrics Surveys Education Customer effort 97

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success. Source: CrunchBase ).

SaaS 51

SaaS Banking Enterprise Marketing 51

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

FEBRUARY 21, 2022

As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. This is where the Customer Health Score comes into play. eBook: How to Become an Elite Customer Success Leader.

Upselling 68

Upselling Metrics SaaS Customer effort 68

ProProfs Blog

NOVEMBER 9, 2021

Since CSAT surveys mainly focus on short-term customer experiences, you must leverage other metrics as well; such as Customer Effort Score, Customer Health Score, and Customer Churn Rate. (c) c) Customer Effort Score (CES). And it’s more than crucial to count them.

Surveys 146

Surveys Feedback Metrics Customer retention 146

Kayako

APRIL 27, 2017

By running an NPS survey in isolation you don’t get the low-down on which customers have service satisfaction or suffer high-effort experiences. But customer satisfaction scores (CSAT) and customer effort scores (CES) offer few insights into customer loyalty either. Send surveys at natural pause points.

Metrics 72

Metrics Surveys Customer effort Best practices 72

CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? 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.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Lumoa

MARCH 20, 2018

onboarding Onboarding is familiarizing a new customer with the service. Often, we relate the onboarding with SaaS companies, when talking about onboarding, but it's not a necessity. In SaaS business, however, onboarding has become a very usual practice. To get started, check this detailed guide to SaaS onboarding.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Nicereply

SEPTEMBER 9, 2019

Going beyond channels through changes to your products and services will make support easier to access, reduce customer effort, and allow you to resolve tickets faster. When support leaders are asked “how do you support your customers?” Where are your customers? Use your data.

Customer Support 65

Customer Support SaaS Customer effort Customer centricity 65

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? They don’t collect customer feedback.

SaaS 53

SaaS Customer centricity Chief Customer Officer Sales 53

Amity

JULY 4, 2017

For end users and other customer contacts, trigger the survey within your SaaS product. Here is the end user survey experience in Wootric : All survey responses appear in your customer feedback dashboard in real-time, so it is easy to read, respond and route for action. Analyze the results of your NPS program quickly.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Satrix Solutions

SEPTEMBER 15, 2020

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. Going a bit deeper, you can also organize your codebook by “buckets” which usually derive from how your customers interact with your business.

Surveys 78

Surveys B2B Feedback SaaS 78

Nicereply

JUNE 18, 2020

Any investment in customer retention programs pays off in the form of higher revenue and reduced customer acquisition costs. Great companies think long term when it comes to keeping customers around. SaaS and eCommerce have been around long enough that some companies now have customers for over a decade.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Kayako

JUNE 30, 2016

It’s easier to grow through word of mouth, referral and your customers loving you than through any kind of hard sell. McKinsey research shows that 70% of buying decisions are based on how a customer thinks a company has treated them. This is a bold statement, but one that is incredibly useful for training customer service skills.

Customer Service 65

Customer Service Customer effort SaaS Customer Support 65

Amity

OCTOBER 23, 2018

It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis. It typically involves interviewing customers and looking at your NPS scores and strategy. Expansion revenue can have a big impact on your SaaS metrics and your bottom line. CSAT Score (customer satisfaction).

Metrics 76

Metrics Best practices Customer retention SaaS 76

ClientSuccess

FEBRUARY 8, 2023

Product adoption : this metric tracks how many users at a specific customer are using the product or service. CES : a customer effort score (CES) measures how easy it is for a user to use the product or service, get issues resolved (either through customer support or on their own), and generally engage with the solution.

Metrics 75

Metrics Upselling B2B SaaS 75