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.” CS team members at all levels would do well to learn about metrics that can better articulate the effect they have on churn, renewals, and expansions.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

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.

Benchmark 98

Benchmark SaaS Metrics B2B 98

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Upselling B2B SaaS 100

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

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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.

SaaS 49

SaaS Metrics Customer retention Surveys 49

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. Q&A Recap.

Benchmark 98

Benchmark SaaS B2B B2C 98

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” We took the results of this collaboration and created a webinar to help disseminate the results.

Metrics 41

Metrics SaaS Best practices Accountability 41

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. Read the complete guide: How to crush SaaS customer onboarding 3.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

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.

Benchmark 52

Benchmark SaaS Metrics B2B 52

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

SaaS 59

SaaS Customer retention Coaching Consulting 59

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. Overlapping metrics between customer success and product.

Metrics 40

Metrics SaaS Sales Marketing 40

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ChurnZero

JUNE 1, 2022

If they attended a webinar, I knew for how long. […] It was incredible. That was really a flaw in the way we thought about managing our customers and managing our SaaS businesses.”. The hope is also making the CSM’s daily job easier with automation, with better metrics and that brings joy. I knew exactly what they were doing.

SaaS 98

SaaS Marketing B2C Metrics 98

ChurnZero

OCTOBER 8, 2024

Customer success teams are critical to the health of SaaS organizations. Their top metrics are almost all revenue-driven. As in previous years, CS metrics are still focused on revenue, with the top metric being churn rate. The big picture is clear. Companies with higher NRR are also more likely to invest in CS.

SaaS 59

SaaS Surveys Metrics Sales 59

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

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

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SaaS Calibration Enterprise Customer retention 65

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

ChurnZero

JUNE 1, 2022

If they attended a webinar, I knew for how long. […] It was incredible. That was really a flaw in the way we thought about managing our customers and managing our SaaS businesses.”. The hope is also making the CSM’s daily job easier with automation, with better metrics and that brings joy. I knew exactly what they were doing.

SaaS 52

SaaS Marketing B2C Metrics 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! You would never even imagine that a surgeon would do that, but that’s the way that we run our SaaS businesses. Watch the recording of this webinar to catch up on the full conversation!

Feedback 52

Feedback Sales SaaS Marketing 52

ChurnZero

JUNE 6, 2024

As SaaS products become more powerful and sophisticated, customer education grows ever more essential to your company’s success. Recently, Darren hosted a ChurnZero webinar on how to create a program that boosts product usage and adoption, builds customer loyalty, streamlines support requests, and unlocks new revenue streams.

Education 52

Education SaaS Feedback Metrics 52

ChurnZero

JUNE 6, 2024

As SaaS products become more powerful and sophisticated, customer education grows ever more essential to your company’s success. Recently, Darren hosted a ChurnZero webinar on how to create a program that boosts product usage and adoption, builds customer loyalty, streamlines support requests, and unlocks new revenue streams.

Education 52

Education SaaS Feedback Metrics 52

ChurnZero

MAY 30, 2024

If you don’t have one and you are planning to create a robust learning program, it’s a good time to research different tools that would fit within your budget. Related: Learn how to seamlessly integrate customer education, including LMS tools, into your workflows in this webinar with ChurnZero and Absorb Software.

Education 107

Education Feedback Entertainment Metrics 107

ChurnZero

APRIL 18, 2024

CustomerGuru CEO Lynn Tsoflias outlined the benefits of both high-touch and digital-focused CSMs in the webinar, Scaling Customer Success : So, what’s at the top of your list to keep for analog interactions? Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar).

Journey mapping 52

Journey mapping SaaS Metrics Best practices 52

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company? Customer segmentation.

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SaaS B2B Customer retention Upselling 52

ClientSuccess

AUGUST 31, 2020

Track onboarding metrics , and then use these to inform your own customers’ onboarding process. Today’s SaaS-focused customer success management teams have seen the success of their colleagues in other departments like sales and marketing and are ready to make the shift to high-impact, cloud-based customer success software.

SaaS 105

SaaS Metrics Accountability Sales 105

ChurnZero

SEPTEMBER 6, 2024

You can watch the webinar in full and read our top takeaways below. Whether you’re in the restaurant business or the SaaS industry, this guided, directional approach will always lead to the most optimal outcome for your customers, as long as you know where the best value is. Watch the webinar in full here. The lesson?

Coaching 52

Coaching Upselling SaaS Sales 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics SaaS Sales Best practices 40

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. B2B Software & SaaS – 30. Webinar: Designing a Proof of Concept Strategy That Converts. Recap: what is a Net Promoter Score?

Benchmark 52

Benchmark B2B SaaS Metrics 52

ClientSuccess

JULY 20, 2021

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. The past year has highlighted precisely how critical current customers are to the success of SaaS organizations, thanks in large part to net retention rates. What is customer net retention? Want to learn more?

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SaaS Customer retention Upselling Accountability 69

CustomerSuccessBox

SEPTEMBER 2, 2021

CAC is an important metric for growing businesses to determine profitability and efficiency. An average SaaS business spends 92% of their first-year revenue on customer acquisition. In this article, I will explain why the CAC metric is important, how you can measure and improve it. How To Calculate Customer Acquisition Cost.

SaaS 52

SaaS Metrics Advertising Sales 52

ClientSuccess

NOVEMBER 9, 2022

For many in the SaaS world, operations roles are not a new concept. With numbers and metrics guiding strategic decision-making, operations resources can help CSMs identify red flags, create targeted action plans for customers, and even predict issues before they occur. Toolkit: Customer Success Metrics Toolkit.

SaaS 68

SaaS Metrics CRM Sales 68

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. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before.

SaaS 81

SaaS Accountability Metrics Sales 81

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Sentiment: One of the oldest customer success metrics in the books, capturing customer sentiment early and often in your customer relationships can ensure your team is always on top of sentiment changes and issues.

Metrics 72

Metrics SaaS Accountability Sales 72

Totango

AUGUST 8, 2021

The first step in building strong SaaS customer engagement is understanding the current customer experience. You can follow their progress by tracking customer success metrics that accurately measure product usage. Driving Software Adoption through Customer Success Begins with Understanding. Data-Driven, Goal-Based Engagements.

SaaS 118

SaaS Best practices Metrics Enterprise 118

ClientSuccess

MARCH 2, 2021

For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. While Account Executives (AEs) have been managing customer accounts for many years now, the rise of the Customer Success Manager in the SaaS space has created some overlap – and confusion – between the two roles.

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Accountability Management Upselling SaaS 62