ProProfs Blog

JUNE 3, 2019

If you’re working for a SaaS company like us, customer success is a bit more critical. Effective Tips to Improve Customer Service. In case you’ve already come across a lot of tips to improve customer service and don’t know where to start, then we are here to help. It collects data such as: Chat transcripts. Chat ratings.

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Totango

AUGUST 12, 2020

5 Tips to Maximize the Customer Onboarding Experience. The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Choose the Right Customer Success Platform.

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ChurnZero

JUNE 24, 2022

What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

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ChurnZero

JANUARY 20, 2021

PieSync is a SaaS business that offers solutions to synchronize cloud applications. Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. The company’s story illustrates an important lesson for any SaaS business looking to scale: Customer Success is a significant factor in supporting SaaS growth.

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SaaS Upselling B2B Metrics 98

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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ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

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SaaS Customer Service Best practices Customer Support 83

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely. Here’s part two in our series on how to perform better in the boardroom.

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SaaS Benchmark Metrics Accountability 68

Callminer

APRIL 23, 2019

Expert PCI Compliance Tips & Best Practices. Below, we’ve rounded up 17 tips and best practices for PCI compliance from industry and regulatory experts. These metrics can be measured by the phone systems or call center solutions – with or without recording the actual customer interaction. Partners; Twitter: @ISPartnersLLC.

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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.

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ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. 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: It’s based on data.

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SaaS Metrics Customer retention Surveys 49

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. The post 7 Tips for Better SAAS Board Meetings appeared first on Net Promoter Score from AskNicely. 1: Check Your Pompoms At The Door. She loves us.

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SaaS Benchmark Metrics Accountability 60

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. It’s especially important to engage executives and stakeholders to ensure retention.

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ClientSuccess

JUNE 30, 2020

Here are a few tips to build the best product onboarding process for your customers: 1. In the modern world of SaaS product onboarding, there is no excuse for confusion or uncertainty on the side of a customer success tea about what is going on with a customer. Reporting and metrics are key to success. Seems easy, right?

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SaaS Sales Metrics Accountability 81

Totango

MARCH 10, 2020

To do that, we can use these 5 customer experience tips: Turn Customer Hopes into Personal Goals. These tips will help you distill the entire customer journey into easy to manage, easy to accomplish daily goals and actions. . From Customer Experience Tips to Customer Growth. Anticipate in Order to Add Extra Value.

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CSM Magazine

JANUARY 28, 2025

For example, a SaaS company might offer an in-app tutorial detailing their platform’s key features. Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. How Can Customer Education Benefit Your Business?

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ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. For B2B SaaS companies, a strong community is a key component to building great customer relationships. 2: Align community metrics with organizational goals. Related: How to encourage your CS team to contribute to your community.

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Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous.

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SaaS Upselling Best practices Customer retention 93

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

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BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) Ill-defined KPIs.

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SaaS outsourcing Brand ambassadors Contact Center 71

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

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Metrics SaaS Surveys Self service 52

Satrix Solutions

SEPTEMBER 15, 2020

From Net Promoter Score (NPS) to Customer Satisfaction (CSat) to Customer Effort Score (CES), there is almost no end to the information available on how to measure, analyze, and report on these voice of the customer (VoC) metrics. Tip 1: Consider your top priorities when analyzing verbatim responses. Related Posts.

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Surveys B2B Feedback SaaS 78

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Wondering which metric to choose?

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Customer Experience B2C Journey mapping B2B 167

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) Ill-defined KPIs.

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SaaS outsourcing Brand ambassadors Contact Center 62

Totango

APRIL 16, 2019

External adoption and adoption flags are the most critical metrics. New features should be easier for existing customers to figure out, and if they are having problems, new customers likely will as well. Look for adoption red flags and take action when they appear.

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Enterprise SaaS Social media contact Education 78

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.

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Chief Customer Officer Metrics SaaS Surveys 64

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success.

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Customer retention Metrics Upselling Chief Customer Officer 97

ChurnZero

MARCH 30, 2021

Topic: Check out these 12 tips to see how Customer Success Managers can have successful quarterly business reviews (QBRs) with their customers. Topic: Tips for asking your customers the right questions and listening between the lines to drive more strategic customer conversations. The Essential Guide to Quarterly Business Reviews.

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SaaS Metrics Management Customer Service 98

Totango

JULY 31, 2024

.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company. SaaS companies in particular have liked this model because it typically enables fast topline growth with lower acquisition costs than other channels.

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Enterprise Sales SaaS Marketing 101

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

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Metrics Customer advocacy Customer centricity Customer effort 59

ClientSuccess

AUGUST 31, 2020

Here are a few key tips and tricks to keep in mind when getting started with a new customer success platform: Set short term and long-term goals with your new software team. Track onboarding metrics , and then use these to inform your own customers’ onboarding process. Webinar: Customer Success SaaS Metrics. .

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SaaS Metrics Accountability Sales 105

JustCall

APRIL 13, 2020

In this blog, we will share some hacks and tips sales teams can follow, as they work from home. Based on this, we have put together a round-up of some remote sales tips, tricks, and hacks coming straight from experienced leaders, sales professionals, and sales managers. Tips, Tricks, and Hacks for Remote Selling.

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ChurnZero

MAY 3, 2022

Customer Success Career (playlist) : Tips for getting hired, then hiring your own team. Known for their scientific, data-driven approach to playbook and process design, training, and coaching, Winning By Design is an agency with a long track record of advising CS, sales and marketing teams at high-growth SaaS companies. 5: ChurnZero.

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Journey mapping SaaS Customer centricity Education 98

REVE Chat Blog

JANUARY 15, 2020

Measuring customer satisfaction metrics gives you valuable insights into your overall business performance. In-app surveys – It helps you to understand how well is your support inside your app (be it SaaS or Mobile). Select the customer satisfaction metric. So, what types of metrics measure customer satisfaction?

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Metrics Surveys Feedback Customer centricity 75

Totango

MAY 6, 2022

Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. Common Customer Health Metrics. How do you calculate client health scores?

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Best practices Upselling Metrics Journey mapping 124

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Check out these tips from some of ChurnZero’s CS Power Users and learn why ChurnZero and CS teams create a robust combination! . Regardless just remember that there is no one-size-fits-all approach for CS metrics. Blog Author: Alex Weihmann. Jump to: .

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Best practices Upselling Accountability SaaS 72

Amity

JUNE 27, 2018

Whether you’re new to Customer Success or always keen to learn more, this blog will give you tips, teach you about CS trends, and prepare you for the future of the Customer Success industry! These are not only great ways to share the wealth, but they also allow us to learn from one another and share tips with fellow CSMs.

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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. Here are some tips that can help your customer success team boost customer retention and reduce churn: 1. 3 Tips That Can Help! Are NPS scores taking a dip?

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