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

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ProProfs Blog

MAY 15, 2020

In lieu of this, a better solution for taking feedback to improve your CX is Surveys! While the most important thing about surveys is you can get specific feedback about every aspect of your CX efforts. Let’s have a look at some of the benefits of surveys. Benefits of Surveys. Broad Data Collection. User Retention.

Surveys 97

Surveys Customer Experience Feedback Best practices 97

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Outsource Consultants

MARCH 18, 2025

These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs. A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year. Another often-overlooked expense is the cost of quality assurance.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

ShepHyken

NOVEMBER 25, 2022

Studies have shown that customers who receive relational customer service are more likely to make repeat purchases. Businesses can collect this information through surveys, interviews, focus groups, and customer data.? . Relational customer service is a more effective way to build loyalty and customer lifetime value (CLV).

Customer Service 206

Customer Service B2C B2B SaaS 206

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. Strategy 1: Customer Benchmarking using Industry Surveys. The sponsor creates the survey, collects the data and does the analysis.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

Satrix Solutions

MAY 13, 2021

With this in mind, we offer several complexities to consider when surveying your B2B customers. Fortunately, many of the considerations when building your customer satisfaction and loyalty survey can actually free you from the common constraints found in general consumer surveys. Be open to complexity in survey design.

B2B 78

B2B Surveys B2C SaaS 78

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. Customer satisfaction and feedback surveys. Subscription renewals.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ChurnZero

OCTOBER 8, 2024

Customer success teams are critical to the health of SaaS organizations. Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more than 1,000 CS leaders surveyed this year.

SaaS 59

SaaS Surveys Metrics Sales 59

Amity

DECEMBER 9, 2016

The full interviews are used for customer case studies, but then they also categorize the best quotes by topic. In fact, one of Joanna Wiebe’s most successful headline copy tests came out of a result of taking exact wording from a customer’s testimonial: she was able to increase conversions by 103% for one of her SaaS clients.

Marketing 109

Marketing SaaS Sales Surveys 109

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. How to crush SaaS customer onboarding: a roundup of expert advice.

SaaS 98

SaaS Customer retention Surveys Consulting 98

Education Services Group

JANUARY 19, 2021

Last year, we, along with our CS friends at ChurnZero and Higher Logic, embarked on an ambitious project to check-in with the CS community as a whole and find out more about the industry’s current place in SaaS business and uncover the trends influencing its growth. We are proud to present the Inaugural Customer Success Leadership Study !

Finance 52

Finance SaaS Benchmark Surveys 52

ChurnZero

JUNE 23, 2023

Not too long ago, SaaS companies were focused on growth at all costs. Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. Source: SaaS Capital’s 2023 SaaS Retention Benchmarks for Private B2B Companies This benchmark varied by ACV.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Celebrate (and Capitalize) on Success With Case Studies.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ProProfs Blog

OCTOBER 30, 2021

Generally, consumer feedback is collected either via polls, surveys, or interviews. . Let’s illustrate with an example of a SaaS organization. A study conducted by Harvard Business Review is a perfect example here. For one year, HBR surveyed a random group of 945 customers out of 2000 of a large US financial company.

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ChurnZero

JANUARY 11, 2024

We’ve conducted an annual survey of customer success leaders for four consecutive years. We thought it would be useful to go back through all of the reports and curate a neatly organized list of statistics the survey has gleaned around the customer success budget. Survey data on 2021 customer success budgets Economic context: The U.S.

SaaS 52

SaaS Benchmark Surveys Finance 52

Fonolo

MAY 22, 2018

Occasionally, we also see it in survey results; have a look at the data we shared from ContactBabel last October. This month, we were fortunate to get an early copy of a new survey, by Ryan Strategic Advisory, that asked BPO contact centers about call-backs, and I’m happy to share some of that data with you here. About the Survey.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

CSM Practice

MAY 28, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. Number of case studies generated.

Best practices 126

Best practices Management SaaS Metrics 126

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. Number of case studies generated.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Nicereply

OCTOBER 16, 2024

For example, if you’re a SaaS company, you wouldn’t be able to offer a freebie product with each purchase. Build Emotional Connections Many studies have found that customer loyalty comes from positive emotional experiences. Regularly gather feedback through surveys, reviews, or direct interactions. But don’t stop there.

Education 52

Education Entertainment Feedback Chatbots 52

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.

SaaS 52

SaaS Marketing B2B Metrics 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

Nicereply

NOVEMBER 30, 2021

A study by Marketing Metrics revealed that businesses have a 20-40% chance of winning back a lost customer, as compared to a 5-20% chance of converting a prospect into a new customer. The same study claims that win-back campaigns generate an average $485K for small businesses. Is it worth winning back lost customers at all?

Surveys 104

Surveys B2C Benchmark Accountability 104

CSM Magazine

APRIL 13, 2021

If you want your SaaS startup to grow, you need to understand data and have solid marketing knowledge, all with the purpose of making your software more attractive to your target customers. In this article, we’re offering a list of all the components you need in order to scale your SaaS startup. Create Valuable Content.

SaaS 52

SaaS B2B Self service Analytics 52

Nicereply

NOVEMBER 28, 2022

Let’s explore the best website survey questions & get the most out of your surveys with Nicereply! That’s where website surveys can bring in true value. Let’s explore what website surveys are all about and what are some of the best examples of questions you can ask your customers through website surveys.

Surveys 52

Surveys Feedback Customer effort SaaS 52

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. Conduct CSAT and NPS Surveys. You can integrate automated emails with surveys that measure customer satisfaction and enthusiasm for your brand. Click to download.

Feedback 108

Feedback Benchmark Surveys Analytics 108

ProProfs Blog

MARCH 29, 2019

Dimensional Research conducted a survey among various customers asked them about the one factor that affects their loyalty towards the company – the most. The help desk ticketing system with an in-built survey enables managers to capture feedback through customer surveys and Net Promoter Score (NPS) surveys.

Customer Support 112

Customer Support Surveys Banking SaaS 112

Callminer

OCTOBER 11, 2018

Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. Studies show that people are much more likely to answer the call when they see a familiar number.

Call Center 561

Call Center Metrics Contact Center Wait times 561

AskNicely

OCTOBER 24, 2018

Causes: The Way-Too-Long Survey. Many healthcare organizations need to run a customer satisfaction survey at least once a year to keep accreditation. Recently a friend had two healthcare appointments in one week and after each, they received a survey, but they didn’t complete either one. The Stuck in the 1990’s Survey.

Surveys 60

Surveys Healthcare Benchmark Feedback 60

Kayako

MARCH 21, 2022

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. Business experts and study data say “yes.” Now for the good news! Is it worth it?

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

ProProfs Blog

AUGUST 6, 2021

According to a study , disengaged American employees cost organizations around $450-550 billion each year. You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

ChurnZero

DECEMBER 29, 2020

The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. We launched our first Customer Success Leadership Study to help shed light on the current state of Customer Success and its influence within SaaS organization.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), Always advocate for how to incent the team for bringing customer references, case studies, and advocates to the table.”.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

ChurnZero

DECEMBER 14, 2022

The entries we received were outstanding, exemplifying the power of CS as a revenue-driving growth engine for SaaS and subscription businesses, and the potential of Customer Success software to fuel standout results. Survey responses to date are 166% of the target for the year and over four times better than the last 10 years’ average.

SaaS 98

SaaS Accountability Customer advocacy Feedback 98