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 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

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. Takeaway 1: Equity is hard to get right now, and very few people are doing it.

SaaS 52

SaaS Benchmark B2B Surveys 52

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

Totango

AUGUST 12, 2020

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. A customer’s direct response to a survey or request for feedback is not a complete understanding of their experience.

SaaS 87

SaaS Upselling Enterprise Best practices 87

JivoChat

MARCH 29, 2022

During the pandemic, webinars have grown in popularity as an alternative to in-person events. Considered by 73% of marketers as the best way to generate quality leads, Webinar is a valuable marketing tool, which you can use for different purposes. What is a Webinar? Types of Webinar. Lead Generation.

Education 75

Education Surveys SaaS Personalization 75

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies. It’s a way of thinking.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

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

PeopleMetrics

FEBRUARY 25, 2021

New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health. We highlight: Features we added in 2020. The new features we're adding this year. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Management 108

Management SaaS Surveys Feedback 108

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

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. A lot of the structure of your SaaS support model can be built around the insights from your conversation volume. Do you get an increase in volume when a webinar is broadcast?

Metrics 80

Metrics SaaS Surveys Enterprise 80

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

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 110

SaaS Journey mapping B2B Feedback 110

Amity

DECEMBER 9, 2016

As Sarah puts it: “We wouldn't be able to delight our customers without marketing initiatives including webinars and other content generated to help them achieve their outcomes. Do you send out NPS surveys? (If Taking a closer look at ServiceRocket, their marketing and customer success teams are inextricably linked.

Marketing 109

Marketing SaaS Sales Surveys 109

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. What functions the interaction serves.

B2B 119

B2B Journey mapping SaaS Upselling 119

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. Spread Wisdom With Webinars. The same holds true for our vendors.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CSM Practice

MAY 13, 2020

SaaS companies also need to shift their focus to customer success and operationalize customer-centricity. ? Get Updates about your Customer. SaaS businesses must also be prepared to make quick changes to their offering in favor of customer needs as we navigate these uncertain times.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Kayako

FEBRUARY 4, 2016

For SaaS companies, growth and reducing customer churn is vital for survival. Pacific Crest’s report showed that 33% of SaaS companies ended 2015 with an annual customer churn rate above 15% – well above the acceptable rate of annual churn for SaaS companies, which sits at 7%. Sign up for the webinar.

SaaS 48

SaaS Accountability Feedback Sales 48

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. Watch the webinar in full here, and scroll down to dig intothree customer retention benchmarks that stood out.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

Totango

JUNE 3, 2022

An excellent opportunity to engage clients is inviting them to an event, such as a webinar or seminar. Email: Hi, [Customer Name], I wanted to let you know about a free webinar coming up that will show you how to get the most out of [product]. The webinar is available at [date, time]. Here’s a sample template.

Feedback 113

Feedback SaaS Surveys Accountability 113

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. This sort of feedback can take the form of written reviews, customer interviews, surveys, or even monitoring online review portals.

Customer retention 52

Customer retention SaaS Education Feedback 52

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. However, this isn’t scalable. NPS indicates customer loyalty.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

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. But what about how they’re using the product itself?

SaaS 52

SaaS Metrics Surveys Feedback 52

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

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Qualaroo allows you to solicit feedback using surveys on your website or app.

Customer retention 103

Customer retention Upselling CRM SaaS 103

ClientSuccess

APRIL 5, 2022

Did you know you can ask more than one question in an NPS survey? 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. . Why expand your NPS survey? NPS survey questions to consider .

Surveys 52

Surveys Feedback SaaS 52

ChurnZero

AUGUST 14, 2020

NPS software is used to create, deploy, and manage NPS surveys. NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague. Deliver surveys through email or in-app messages to maximize engagement opportunities. Webinar Software.

CRM 87

CRM Finance Upselling Accountability 87

ChurnZero

FEBRUARY 14, 2023

SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. In a sense, that’s what business is all about.

SaaS 52

SaaS Metrics Customer retention Construction 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

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if youre measuring what really matters. The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS. How are they rating you?

SaaS 52

SaaS Metrics Surveys Enterprise 52

Amity

FEBRUARY 2, 2016

The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. • Webinars.

SaaS 80

SaaS Education Customer retention Sales 80

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.

SaaS 49

SaaS Metrics Customer retention Surveys 49

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

ProProfs Blog

AUGUST 6, 2021

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. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Amity

SEPTEMBER 8, 2015

Tech in Asia did a random survey of 50 entrepreneurs across a variety of industries and geographies asking what problems they faced at both the seed and growth stages. Even if your SaaS company is no longer in startup mode, your customer success team may be. Read this and you’ll feel better.

SaaS 74

SaaS Surveys Management Marketing 74

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Industry Webinars. And naturally, this list wouldn’t be complete without mentioning ChurnZero’s Resources comprised of guides, webinars, cheat sheets, eBooks, and more. .

SaaS 98

SaaS Accountability Personalization Education 98

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