ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. eBook: Ultimate Guide to Customer Success Metrics.

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SaaS Metrics Surveys Feedback 52

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. The onboarding process is the first impression that your SaaS company makes on the customer after they’ve paid for your service. A less than ideal onboarding process can negatively impact the SaaS customer experience.

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SaaS Customer Experience Surveys Customer retention 52

ClientSuccess

DECEMBER 5, 2022

A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. Receive invaluable customer feedback on products, services, and strategies. Receive invaluable customer feedback on products, services, and strategies. What is a Customer Advisory Board (CAB)? Hosting Your First CAB Meeting.

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SaaS Customer advocacy Feedback Enterprise 87

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. Implement a Customer Feedback Loop. Our NPS Cheat Sheet can help you get started with this SaaS retention strategy.

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Customer retention SaaS Education Feedback 52

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. This survey gives customers a chance to provide feedback and helpful pointers on how CSMs can better serve their customers. The post-sale survey.

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Surveys industry standards Feedback SaaS 83

ChurnZero

NOVEMBER 9, 2021

Do: Create a Feedback Loop. Customer feedback should permeate everything you do to improve customer onboarding. Then, use that feedback to make your changes. For such an important resource, it’s crucial to keep track of all that customer feedback.

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Customer retention Feedback Benchmark SaaS 98

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

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SaaS Marketing B2B Metrics 52

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Your churn rate is the rate at which customers are leaving your SaaS product. It’s based on data.

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SaaS Metrics Customer retention Surveys 49

ChurnZero

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . This places even more pressure on SaaS companies to retain their current customers and provide a product that delights users, and dramatically increases the need to build an army of customer advocates!

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Customer advocacy Journey mapping SaaS Gamification 81

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. Making these decisions with your customers in mind means gathering feedback and input and putting this insight into action through your platform.

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SaaS Metrics Best practices Feedback 64

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Who better than the people currently using your product to give feedback on new features? Why is customer marketing important? Product Enhancements. Webinar: Top 6 Trends in Customer Success.

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Customer retention Marketing SaaS Accountability 81

ClientSuccess

AUGUST 10, 2022

User feedback and NPS. Today’s SaaS organizations rely heavily on strong foundational customers, and building a corporate culture of customer success is one of the building blocks behind this mentality. eBook: Ultimate Guide to Customer Success Metrics. User adoption percentages. Customer contact engagement.

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Metrics SaaS Customer retention Accountability 78

ClientSuccess

JULY 6, 2022

Instead of getting a free sandwich after ten purchases, however, a SaaS organization’s customer loyalty program goes above and beyond a simple gift. Go above and beyond to thank them for their support, and in return, you can send informal surveys, ask for feedback, and uncover new insights about what your customers are looking for.

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SaaS Surveys Feedback Marketing 79

ClientSuccess

DECEMBER 21, 2021

Customer engagement: if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Billing delinquency: unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with.

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ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

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Chief Customer Officer SaaS Education Best practices 70

Satrix Solutions

JUNE 10, 2020

After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers? We have found that this has increased our response rates, not necessarily the number of completions but you do get more feedback upfront when you embed the survey question.

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Surveys Feedback SaaS B2B 78

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. Ask For Internal & External Feedback… And Use It. Ultimate Guide to SaaS Customer Success Metrics.

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SaaS Finance Feedback Metrics 40

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Feedback requests at the end of a session. Social Media.

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SaaS Enterprise Feedback Surveys 75

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. With a customer success-specific platform, CSMs can visualize all of this data – including revenue information, feedback, and dashboards – in a single solution.

SaaS 65

SaaS Metrics Accountability CRM 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . eBook: 5 Ways to Surprise and Delight Your Customers.

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Best practices Metrics SaaS Feedback 65

ClientSuccess

MAY 18, 2021

But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. . eBook: 5 Ways To Surprise & Delight Your Customers. Ready to learn more?

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SaaS Customer centricity Feedback Marketing 65

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Ask for their feedback on potential product enhancements and ideas to give them a sense of ownership stake in your product. Toolkit: Churn Management Toolkit.

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Customer retention Upselling SaaS Accountability 70

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics SaaS Feedback 64

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. Some metrics to help measure customer sentiment include: CSP sentiment, including direct feedback about the partnership from the CSP.

Metrics 64

Metrics Upselling SaaS Education 64

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

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SaaS Chief Customer Officer Best practices B2B 72

ClientSuccess

FEBRUARY 8, 2023

Customer engagement : if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Billing delinquency : unexpected things happen in the SaaS world and chasing down customers who have unpaid invoices is something that CSMs must deal with.

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Metrics Upselling B2B SaaS 75

ClientSuccess

DECEMBER 20, 2018

For the average SaaS-focused customer success teams, there are four main buckets of metrics to consider: financial metrics, customer health metrics, usage metrics, and team performance metrics. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Retention Rate/Customer Churn Rate.

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Journey mapping SaaS Metrics Accountability 49

ClientSuccess

APRIL 5, 2022

While traditional NPS surveys are typically one-and-done questions, many SaaS organizations are starting to expand their surveys to gather more information from users. . Sometimes, all it takes to unlock this feedback is a simple forum for your users to share it with your team. . Why expand your NPS survey?

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Surveys Feedback SaaS 52

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. Software as a Service (SaaS) companies, for example, need to build monthly recurring revenue (MRR) to operate.

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Metrics Surveys Brand ambassadors Benchmark 106

SharpenCX

SEPTEMBER 16, 2020

Now, the average company uses 34 different SaaS products and adults spend 5.4 Regular Coaching and Feedback. Use data to offer tangible feedback to your agents. Jeff Schwartz, Ardie van Berkel, Tom Hodson, Ian Winstrom Otten for Deloitte. hours every day on their phones.

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Multichannel Customer Experience Coaching Contact Center 67

ClientSuccess

MAY 9, 2019

In the world of SaaS products, there are plenty of ups and downs. Ask for Feedback – Continually. Asking customers for direct feedback is par for the course for customer success managers (CSMs), but asking them to help solve direct issues isn’t as common. It is game changing for SaaS companies in my opinion.

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SaaS Feedback Metrics Engineering 46

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. As a proven leader in their space, most CEOs are also looked to for feedback, coaching, and action items for CSMs and board members. . eBook: Implementing Customer Success. Other Departments .

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Upselling SaaS Accountability Coaching 52

Influitive

JUNE 14, 2016

Joe is chatting with Jane over dinner about a scathing review he read on G2 Crowd that panned the exact SaaS his company was on the cusp of implementing. Before the wedding, Joe pulled the plug on that expensive SaaS implementation because the sales rep couldn’t quell Joe’s objections based on that review he read.

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Marketing SaaS Consulting Consulting 60

ChurnZero

NOVEMBER 9, 2021

Do: Create a Feedback Loop Customer feedback should permeate everything you do to improve customer onboarding. Then, use that feedback to make your changes. For such an important resource, it’s crucial to keep track of all that customer feedback.

Customer retention 52

Customer retention Feedback Benchmark SaaS 52

ChurnZero

DECEMBER 28, 2018

Part two of the series discusses how to shift from customer handoffs to knowledge transfers and prioritize bi-directional feedback loops with the information that is being collected during the transfer. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. This post continues on from the topic above.

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Best practices Metrics SaaS Sales 49

Nicereply

APRIL 30, 2020

Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. Listen and respond to negative feedback. Be proactive.

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Sales Customer Service Upselling CRM 69

ClientSuccess

JANUARY 8, 2019

Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) eBooks: Ultimate Guide to SaaS Customer Success Metrics. Additionally, try to pay closer attention to the overall attentiveness and engagement of customers when you’re actually in meetings, as this could be another sign of potential product usage slippage.

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Metrics SaaS Accountability Surveys 58