ChurnZero

MAY 4, 2023

Companies operating in the SaaS space also stand to gain by borrowing a page from this playbook and striving to build a community online. Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success.

SaaS 98

SaaS Gamification Best practices Feedback 98

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected.

B2B 88

B2B SaaS Education Brand ambassadors 88

CSM Magazine

NOVEMBER 27, 2024

This approach can be particularly useful in complex industries like SaaS or online consulting services, where customers might need detailed guidance. Think about how Adobe, for example, provides a mix of user forums, detailed documentation, and video tutorials to help users troubleshoot without needing to contact customer support.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

AWS Machine Learning

OCTOBER 29, 2024

All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers. You can invoke Lambda functions from over 200 AWS services and software-as-a-service (SaaS) applications. The solution notes the logged actions per individual and provides suggested actions for the uploader.

Engineering 111

Engineering APIs Sales Enterprise 111

AWS Machine Learning

MARCH 3, 2025

This tool launches multiple requests from the test users client to the FM endpoint and measures various performance metrics, including TTFT. Detailed instructions for installing LLMPerf and executing the load testing are available in the projects documentation. This represents an 83 ms (about 42%) reduction in latency.

APIs 83

APIs Benchmark Metrics Healthcare 83

Mindtouch

FEBRUARY 7, 2017

The rise of Customer Success , first in SaaS companies but quickly expanding into traditional industries, indicates a renewed focus on this problem from the point-of-view of the customer (based on the name alone, right?). Best Practices Make the Best Customer Success Metrics. Annual/Monthly Recurring Revenue. Customer Lifetime Value.

Metrics 63

Metrics Best practices SaaS Marketing 63

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. Here we will cover the second topic: Secrets of successfully onboarding a B2B SaaS Customer. Some need detailed explanations while others need access to the documents.

SaaS 66

SaaS B2B Education Metrics 66

AWS Machine Learning

MARCH 25, 2025

Automated safety guards Integrated Amazon CloudWatch alarms monitor metrics on an inference component. AlarmName This CloudWatch alarm is configured to monitor metrics on an InferenceComponent. For more information, check out the SageMaker AI documentation or connect with your AWS account team.

APIs 110

APIs Engineering Accountability Metrics 110

Amity

NOVEMBER 21, 2016

SaaS customer success leaders publicly encourage greater adoption of this practice. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking. The aggregated, anonymized findings are accessible in published documents or online tools for their members and customers.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

ChurnZero

OCTOBER 8, 2021

For instance, let’s say you’re a growing business needing document management software to securely store your business documentation. Understanding Customer Success vectors as an upgrade to KPI metrics. Customer Success vectors come as an upgrade to snap-shot, in-the-moment KPI metrics. Excellent B2B relations. .

SaaS 98

SaaS Metrics B2B Enterprise 98

AWS Machine Learning

SEPTEMBER 27, 2023

MDaudit provides a cloud-based billing compliance and revenue integrity software as a service (SaaS) platform to more than 70,000 healthcare providers and 1,500 healthcare facilities, ensuring healthcare customers maintain regulatory compliance and retain revenue. This prompts an AWS Lambda function to initiate Amazon Textract.

Healthcare 121

Healthcare Engineering SaaS Analytics 121

CSM Magazine

MARCH 3, 2022

SaaS tools have become extremely popular in the project management industry, transforming the way it operates. Here you will discover five leading SaaS tools for your office. Software as a Service (SaaS) has become the new normal of the 2020s. Well, 48% of companies have a one-year contract with a SaaS application on average.

SaaS 52

SaaS Management Transportation Analytics 52

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. Be aware of what and how to avoid these 7 SaaS customer onboarding mistakes to optimize your customers’ journeys. 7 SaaS Customer Onboarding mistakes to avoid. Check out the 10 Customer Success KPIs every SaaS company should track.

SaaS 52

SaaS Sales Upselling B2B 52

AWS Machine Learning

MAY 9, 2024

The software as a service (SaaS) platform offers out-of-the-box solutions for life, annuity, employee benefits, and institutional annuity providers. It is designed to be deeply integrated into the FAST platform and use all of Verisk’s documentation, training materials, and collective expertise.

Engineering 129

Engineering Customer Support APIs Government 129

AWS Machine Learning

MARCH 1, 2023

Amazon Comprehend is a managed AI service that uses natural language processing (NLP) with ready-made intelligence to extract insights about the content of documents. It develops insights by recognizing the entities, key phrases, language, sentiments, and other common elements in a document.

APIs 96

APIs Metrics Accountability Scripts 96

ChurnZero

MAY 26, 2021

The CSN empowers client-facing experts to collaborate with their peers in sharing best practices, implementation tips, key metrics, and CS transformation trends. Future of SaaS. Future of SaaS is a collective of passionate SaaS innovators committed to driving demand, adoption and the overall success of their products.

SaaS 86

SaaS Best practices Analytics Metrics 86

ChurnZero

OCTOBER 31, 2023

He was tasked with getting a SaaS implementation that was eight months behind back on schedule. The 11 stumbling blocks of SaaS implementations This might sound like a heck of a way to start a new job, yet its also not uncommon, particularly among startups. The customer was understandably unhappy.

SaaS 52

SaaS Sales Metrics Benchmark 52

ChurnZero

MAY 30, 2024

Content for your educational program already exists in support articles, internal training documents and even recordings of customer calls. Now, look for correlation between your education metrics and broader customer success metrics including contract renewals, usage trends, and product adoption.

Education 107

Education Feedback Entertainment Metrics 107

AWS Machine Learning

FEBRUARY 1, 2024

The data sources may be PDF documents on a file system, data from a software as a service (SaaS) system like a CRM tool, or data from an existing wiki or knowledge base. There are three general types of vector databases: Dedicated SaaS options like Pinecone. Vector database features built into other services.

Best practices 137

Best practices Engineering SaaS Accountability 137

Kayako

MARCH 9, 2017

In a B2B SaaS company, a big part of your job is educating customers about your products. Creating self-service documentation. Actively creating or managing support documentation for your company can have a big impact on your career as a customer support agent. I took on a six-month support chat metrics project.

Customer Service 82

Customer Service Engineering Coaching Self service 82

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. Your checklist serves as a reference document that your customer success team and customers can consult.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

ChurnZero

JANUARY 26, 2021

Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Here’s an example of how to document key stakeholders: . Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClientSuccess

APRIL 18, 2018

Develop, Document, and Strengthen Customer Lifecycle Plans. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans. It ultimately comes down to whether or not they’ve developed, documented, and strengthened their customer lifecycle plans. Step 4 – Create well-documented plans.

Best practices 48

Best practices Accountability SaaS Metrics 48

Cincom

FEBRUARY 21, 2025

5- Quote & Proposal Automation Automated quotation and proposal generation capabilities of the CPQ software helps sales teams produce professional, error-free documents. Dashboards should track key metrics such as quote conversion rates, average deal sizes, approval times, and discounting patterns.

Engineering 40

Engineering CRM Analytics Sales 40

Nicereply

SEPTEMBER 7, 2021

This includes product training, documentation, admin tools, testing devices, an understanding of processes, and anything else the team might need to answer questions and provide value to customers. That increased trust correlates to increased customer lifetime value, a metric every SaaS company is looking to improve.

Sales 100

Sales SaaS Customer Support Best practices 100

AWS Machine Learning

AUGUST 14, 2023

Enterprise search is a critical component of organizational efficiency through document digitization and knowledge management. Enterprise search covers storing documents such as digital files, indexing the documents for search, and providing relevant results based on user queries. Initialize DocumentStore and index documents.

Enterprise 97

Enterprise Scripts Best practices Analytics 97

Callminer

APRIL 23, 2019

Document all updates and protocol changes. Once you have the needed documentation, it is important to keep it updated. Companies should document all changes to the security environment throughout the year. .” – Andrada Coos, 5 Best Practices for PCI DDS Compliance , Endpoint Protector Blog; Twitter: @cososys.

Best practices 159

Best practices Call Center Banking Contact Center 159

ClientSuccess

OCTOBER 26, 2020

As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. it’s important to have documented steps of what is needed from each individual participating – both for those leading the customer success QBR as well as those presenting. What reports should be pulled?

SaaS 74

SaaS Coaching Metrics Sales 74

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. This is a reactive approach and is NOT true.

Best practices 40

Best practices Customer retention SaaS Metrics 40

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Renewal Rate.

SaaS 98

SaaS Customer centricity Accountability Education 98

Amity

MAY 17, 2016

SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t. As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place. • Top SaaS Fundings This Week.

Real estate 65

Real estate SaaS Upselling Sales 65

Nicereply

SEPTEMBER 17, 2020

If you are big on technology in the commerce or service industry, you must have heard people say things like, “Customer success is primarily tied to Software as a service (Saas).”. Customer Success only relates to SaaS businesses. Customer success relates to Saas businesses AND every other type of business.

SaaS 105

SaaS Customer retention Customer Support Surveys 105

Education Services Group

FEBRUARY 26, 2020

This can work if your product is super simple (think Spotify or Netflix), but in our experience, most products are just not that easy to navigate (especially in the B2B SaaS world). Which metrics and KPIs will you be keeping a close eye on to indicate if your new strategies are working? Metrics, You Say? Delivery Rate.

Journey mapping 75

Journey mapping Metrics Marketing B2B 75

Satrix Solutions

AUGUST 25, 2020

As an example with SaaS products, you can establish triggers to alert on the best time to reach out to discuss expansion or upsell opportunities. Document their definition of success and leverage it to trigger upsell conversations. Natural customer milestones make a great opportunity to expand the relationship.

Upselling 78

Upselling SaaS Sales Consulting 78

CustomerSuccessBox

DECEMBER 28, 2021

Will they be better able to read the documentation? You need to be able to automatically track performance in real-time by comparing customer behavior and progress with metrics that are known to impact business success. The post Boost Customer Engagement Through User Segmentation in B2B SaaS appeared first on. Do you have many?

B2B 52

B2B SaaS Best practices Accountability 52

ClientSuccess

OCTOBER 25, 2021

For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Key metrics to track to measure Customer Engagement include: Total number of high-value engagement in past 15/30/45/60 days.

Metrics 64

Metrics Upselling SaaS Education 64