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.

Benchmark 98

Benchmark SaaS B2B B2C 98

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

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 you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

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SaaS Metrics Surveys Enterprise 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.

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SaaS Metrics Surveys Customer retention 72

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?

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SaaS Metrics Surveys Feedback 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.

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SaaS Metrics Accountability Technical Support 98

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.

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SaaS Metrics Customer retention Construction 52

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

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

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.

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SaaS Customer retention Coaching Consulting 59

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

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

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

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

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

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

ChurnZero

OCTOBER 8, 2024

Customer success teams are critical to the health of SaaS organizations. 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. This year, 87% of survey respondents indicated they are using or plan to use AI.

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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. 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.

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SaaS Marketing Upselling Chief Customer Officer 64

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

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

ChurnZero

OCTOBER 4, 2024

You can find what they are below, or watch the webinar in full here. Peter shared a number of other insights throughout the webinar. Data gathered through health scores, surveys, product usage reports, and CRM findings all play a role in finding expansion opportunities, mitigating churn, and building stronger customer relationships.

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SaaS Customer centricity Coaching CRM 52

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.

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SaaS Journey mapping B2B Feedback 109

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.

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SaaS Accountability Feedback Sales 48

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

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.

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B2B Journey mapping SaaS Upselling 119

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

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?

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Metrics SaaS Surveys Enterprise 80

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 102

Customer retention Upselling CRM SaaS 102

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 112

Feedback SaaS Surveys Accountability 112

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.

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Education Feedback Entertainment Metrics 107

ClientSuccess

JUNE 1, 2022

Modern CSMs – especially those working in a SaaS-based organization – are often responsible for more than what makes it into the job description. Instead, modern CSMs are often asked to spearhead one of SaaS business’ most daunting and unpredictable aspects: customer churn. . What causes customer churn?

SaaS 52

SaaS Feedback Surveys Management 52

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.

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SaaS Accountability Feedback Customer advocacy 98

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

DECEMBER 27, 2022

Based on a detailed survey of more than 1,000 CS leaders, this is the most comprehensive study of the evolving CS landscape to date. Our 2022 webinar program featured an incredible lineup of speakers who covered a wide gamut of CS topics from a nuanced look at SaaS metrics to CSM career pathing.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

ClientSuccess

AUGUST 23, 2022

Customer success has become an increasingly critical function for SaaS organizations over the past few years. Your team can add it into a customer survey or ask during mid-year or annual review conversations. Customers with responses on the lower end are likely happy. . Want to learn more? Toolkit: Customer Journey Toolkit.

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Customer effort Metrics SaaS Surveys 79

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