ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Totango

NOVEMBER 8, 2023

Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.

Customer Retention 91

Customer Retention Customer Success Events Customer Journey 91

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. Customer Retention Software Cuts Down Client Churn. What Is Customer Retention Software?

Customer Retention 98

Customer Retention Customer Success Customer Relationship Management Loyalty 98

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. The best way to gain this information is through customer engagement. Video tutorials: Vidyard.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

SurveySparrow

OCTOBER 3, 2023

In this blog, we will look into all that you need to know about sampling methods. In the SaaS industry, systematic sampling, selecting every nth user, can provide representative insights. This method ensures a proportional and representative view of customer satisfaction across these specific SaaS sectors. What is Sampling?

Books 52

Books Reference Insights Customer Satisfaction 52

Gainsight

MARCH 26, 2020

Investor Gavin Baker wrote a terrific blog where he shared his thoughts about recurring revenue. In the case of COVID-19, we propose the following categories: Category 1: Businesses in the ecosystems of in-person restaurants, hotels, airfare, energy, in-person retail, and the like might be challenged to buy or retain anything.

Net Promoter Score 90

Net Promoter Score E Commerce E-support Hotels 90

Quadient

SEPTEMBER 16, 2022

We even have the old blog posts to prove it! Out of the 12 journey mapping platform providers that they deemed "most significant," Quadient is one of only three vendors to make it into the coveted Leaders category. Product line category. Customer Journey Mapping. Experience. Featured Image. Social Media Image.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Totango

AUGUST 5, 2022

In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Using a client onboarding questionnaire offers numerous advantages, particularly for companies in the B2B SaaS industry. Why Create a Client Onboarding Questionnaire?

Document 83

Document B2B Sales Customer Journey Mapping 83

Optimove

JUNE 6, 2023

Under his leadership, the company more than quadrupled its revenue in five years, and he was instrumental in defining the Marketing Cloud category.  “Stephan is a seasoned industry executive with a unique point of view and with nearly 30 years of experience leading successful SaaS businesses. ”    Mr.

2001 52

2001 2013 Leadership Definition 52

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. I will also throw in a few runner-ups.

Metrics 59

Metrics Customer Success E-support Net Promoter Score 59

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. READ our Customer Success BLOG: [link].

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. READ our Customer Success BLOG: [link].

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. READ our Customer Success BLOG: [link].

Financial 52

Financial Metrics Customer Success 2014 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. Software review sites such as G2 provide user reviews of products in different categories. Click to download. Use a Product Analytics Map for Your Product. Monitor Product Review Websites.

Feedback 101

Feedback Net Promoter Score NPS Customer Satisfaction 101

CSM Practice

FEBRUARY 24, 2020

Most customer success metric fall into one of these four categories: Customer Usage Metrics. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series.

Metrics 52

Metrics 2014 Customer Success Financial 52

Gainsight

JUNE 2, 2022

Gainsight knows a thing or two about category creation. And Confluent is innovating a new category of data infrastructure. Gainsight congratulates Confluent’s leadership for their pioneering strides in what is essentially a new category. Now, that is something worth celebrating. What shall they discuss with Jeff? We think so!

2022 52

2022 Chief Customer Officer Innovation Connections 52

CSM Practice

FEBRUARY 24, 2020

Most customer success metric fall into one of these four categories: Customer Usage Metrics. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series.

Metrics 52

Metrics 2014 Customer Success Measurement 52

CSM Practice

FEBRUARY 24, 2020

Most customer success metric fall into one of these four categories: Customer Usage Metrics. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series.

Metrics 52

Metrics 2014 Measurement Blog 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. You could be dead by then. I’m not joking.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

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.

Sales 71

Sales Customer Success Connections Customer Base 71

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.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Totango

AUGUST 9, 2022

B2B customer segmentation is a method of dividing business clients into categories based on selected characteristics. B2B customers may be segmented based on categories, including: Demographics: such as location, language, and job title. Databases store customer data in organized categories for efficient retrieval and use.

B2B 99

B2B Customer Journey Mapping Social Media Net Promoter Score 99

CSM Practice

FEBRUARY 24, 2020

Note, every customer success metric you can measure falls into one of these four categories: Customer Success Team Performance Metrics. While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. READ our Customer Success BLOG: [link].

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Totango

APRIL 30, 2021

To compare the cost of customer retention versus customer acquisition, let’s start with average customer acquisition cost (CAC), which tends to be the more expensive of the two categories. Developing marketing content for blogs, social media and video platforms. Then divide by the number of customers acquired during that period.

Customer Retention 63

Customer Retention Social Media Advertising Customers 63

Wootric

DECEMBER 21, 2018

Last year we blogged about how Wootric prioritizes people, product and process to build products that our customers love. These concerns will not be applicable to a developer centric SaaS/PaaS products — for they would be interested in issues related to UX, UI, Performance, Bugs, Feature Request etc.

2018 67

2018 E Commerce E-support 2019 67

Totango

JANUARY 17, 2019

Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. Customer renewal success is critical for SaaS enterprises. You can limit exposure by constantly monitoring customer health signals and prioritizing your renewal processes around “no risk” and “at risk” categories.

Loyalty 74

Loyalty Customer Retention Social Media Customers 74

CSM Practice

FEBRUARY 24, 2020

Note, every customer success metric you can measure falls into one of these four categories: Customer Success Team Performance Metrics. While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. READ our Customer Success BLOG: [link].

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

Note, every customer success metric you can measure falls into one of these four categories: Customer Success Team Performance Metrics. While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. READ our Customer Success BLOG: [link].

Metrics 52

Metrics Customer Success Net Promoter Score NPS 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. Software review sites such as G2 provide user reviews of products in different categories. Use a Product Analytics Map for Your Product. Monitor Product Review Websites.

Feedback 71

Feedback Net Promoter Score NPS Customer Satisfaction 71

Lumoa

MAY 9, 2023

Let’s do another one but this time, in a SaaS environment. In the Lumoa UI, users can see a graphical representation of the sentiment scores for different categories or topics, as well as individual customer feedback with their corresponding sentiment labels. Here’s a view of the sentiment analysis in the Lumoa UI.

Feedback 83

Feedback Customer Experience Customers Retail 83

Amity

JULY 8, 2016

There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.

Customer Success 61

Customer Success Competitive Advantage Reference Customers 61

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs. You can follow the links above for each metric category. READ our Customer Success BLOG: [link].

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs. You can follow the links above for each metric category. READ our Customer Success BLOG: [link].

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

Help Scout

MAY 20, 2021

Lincoln Murphy sums up the value that existing customers offer to growing SaaS companies: “The majority of the revenue from your relationship with a customer happens post-sale. For example, Ahrefs’s blog post about how to find the keywords your competitors rank for features multiple product screenshots throughout.

Customer Success 79

Customer Success Marketing Customers Social Media 79

InnerTrends

APRIL 13, 2018

Check out these numbers from a B2B SaaS company: The question is: which is better, for people to sign up as quickly as possible, or to spend a lot of time on your website before signing up? However, they are also the smallest category of visitors. Think again appeared first on Customer Engagement Optimization - InnerTrends Blog.

B2B 75

B2B Reference Customer Engagement Customers 75

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. The post Customer Success is Changing: Top SaaS CEOs Reveal What’s Ahead appeared first on ChurnZero.

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

Amity

MARCH 5, 2014

If you are a SaaS 2.0 And if anyone asks why your existing CRM system won’t work or why as a non-sales, trial-based SaaS company you need a CRM, start with these 3 reasons: 1. You really only do have one chance to make a first impression. Forrester has a great blog post on “Time to Value” if you are looking for more.

Customer Relationships 48

Customer Relationships Customer Relationship Management Blog Sales 48