CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. 8 proven Customer Success strategies to increase your recurring revenue. Number one growth driver.

Customer Success 52

Customer Success Metrics Customer Retention Customers 52

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Team Support

JANUARY 20, 2021

Now, Part 2 highlights why proactive support is on the rise and how it helps reduce churn and drive recurring revenues. In Part 1 of this three-part series we introduced the new report by ServiceXRG and TeamSupport. From Reactive Support to Proactive Success. Overall support demand grew by 10.6%

B2B 81

B2B 2004 Exceptional Customer Service 2020 81

ClientSuccess

FEBRUARY 22, 2023

The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. Have you ever wondered about the difference between customer success and customer support? Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. As companies find more ways to support their customers and build recurring revenue, “traditional” CS skillsets are no longer enough.

2024 52

2024 Customer Success 2023 Leadership 52

Team Support

MARCH 3, 2021

In Part 3 of this series, we’ll address how to analyze and use data to ensure success and drive recurring revenue. 1-2 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. The first way to do so is to ensure product adoption and use.

Customer Success 98

Customer Success 2020 B2B 2019 98

Zeisler Consulting

SEPTEMBER 15, 2021

Notice that there’s no mention in there about revenues, sales, or market share. Given the purpose I proposed at the outset, isn’t it simply logical that sales and revenue would follow anyway? May I offer a modest suggestion about CX? So why even bother?

White Paper 93

White Paper Sales Brands ROI 93

Gainsight

MAY 3, 2022

The company will provide onboarding sessions to teach about the team operations, and how to perform your duties, but what do the company and Chief Revenue Officer (CRO) really care about? One of the most important KPIs for SaaS is Net Revenue Retention (NRR). How can you prove to be a valuable employee right away? .

Measurement 94

Measurement Metrics Customer Success B2B 94

Team Support

MAY 11, 2021

Pete introduced the session by talking about why it’s so important to shift your focus to your existing customer base, what a positive impact it will make to your recurring revenue, and how today’s innovative technologies can help. H istorically, B2B customer support departments have not been thought of as revenue generating.

2020 98

2020 B2B Customer Success Metrics 98

Thematic

APRIL 3, 2024

A robust Voice of the Customer program provides distinct advantages for eCommerce businesses, including: Improved Customer Retention Rate: Identifying the root causes of customer dissatisfaction enables you to proactively address issues, prevent customer loss, and preserve revenue. They’re buying less, then suddenly not buying at all.

Social Media 62

Social Media Feedback NPS Insights 62

ChurnZero

MARCH 3, 2022

That’s why its useful to look to others in the industry to provide advice and resources to guide you along the way. Churn monster playbook: your definitive guide to fighting customer churn If you are responsible for Customer Success in your subscription model company, you have monsters in your closet. All of these things are hard.

Customer Success 52

Customer Success Download Customer Retention 2021 52

Kustomer

NOVEMBER 3, 2021

User-guides, demo videos, FAQ pages, troubleshooting or any other service-related information is ‘housed’ within the knowledge base. In an era where information is generated, circulated, and shared at a dizzying rate, the need for businesses to find an exceptional way to manage and impart information has never been more important.

Document 98

Document Consumers Brands Information 98

Gainsight

MARCH 24, 2022

A product roadmap is a visual guide that lays out high-level plans for your product teams. One of the easiest ways to sort through feedback and carve out a winning product roadmap is to ask yourself a few guiding questions: What’s my broad product roadmap strategy? Once you’ve found your north star, use it to guide your course.

Roadmap 52

Roadmap Metrics 2023 Feedback 52

West Monroe

OCTOBER 5, 2022

Given that reality, software and tech-enabled companies that understand key metrics and then utilize them to guide business decisions are more likely to emerge from the current conditions in a position of strength. Revenue efficiency metrics should guide go-to-market capital allocation. The rationale?

Competitive Advantage 52

Competitive Advantage 2022 Return on Investment Metrics 52

Kustomer

APRIL 25, 2022

While customer service is an essential element in which every business should seek to excel, it is only one piece of the larger puzzle that is great customer experience. The modern customer is one that is informed. In order to compete in the era of the new consumer, businesses need to be prepared to not only meet but exceed expectations.

E Commerce 98

E Commerce E-support Net Promoter Score Sports 98

Ecrion

JUNE 9, 2020

times the amount of revenue than those who don’t. Customer experience data is essential for any customer experience project because it informs decision-makers what areas of the customer experience need to be improved. Statistics show that brands that provide a superior customer experience generate 5.7 Was it easy? Was it fast?

Customer Experience 72

Customer Experience Net Promoter Score Social Media Average Handle Time 72

Team Support

JANUARY 26, 2021

Part 2 highlights why proactive support is on the rise and how it helps reduce churn and drive recurring revenues. This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Phone support use has declined by 8% as electronic channel use grows.

B2B 64

B2B E-support 2004 Download 64

Totango

OCTOBER 2, 2020

Customer retention is the lifeblood of recurring revenue enterprises, regardless of the external economic circumstances. Customer retention is the lifeblood of recurring revenue enterprises, regardless of the external economic circumstances. Providing Value Is Key to Retaining Customers During an Economic Downturn .

Customer Retention 118

Customer Retention Customers Communication Metrics 118

Gainsight

JUNE 14, 2022

A great product can be a fast path to revenues, brand loyalty, word-of-mouth, and durable business growth. While PLG is not trivial to implement, it leads to stronger economic units such as net dollar retention (NDR or NRR), gross revenue retention (GRR), and customer acquisition cost (CAC). Adoption Analysis.

Roadmap 52

Roadmap Feedback Engagement Customers 52

CustomerSuccessBox

DECEMBER 9, 2021

Here churn takes different forms; we mainly categorize it as customer churn and revenue churn. For a more in-depth dive on churn, check out our sweet churn guide! Yeah, we did not forget revenue churn, we just wrapped it in Monthly recurring revenue churn. MRR churn is the erosion of the monthly recurring revenue.

2022 52

2022 Measurement Net Promoter Score Customer Success 52

Gainsight

DECEMBER 2, 2019

The Essential Guide to Customer Churn. Read up on your number one enemy, churn, in our Essential Guide to Churn. Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy.

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

BirdEye

SEPTEMBER 11, 2023

AI-powered reputation management solutions influence consumer trust and buying decisions that impact a business’s overall revenue. You’re living in a world where clicks and comments shape opinions. And the reality is your online reputation matters more than ever. Table of contents What is AI for reputation management? Watch the Free Demo Now.

Management 59

Management Brand Values Demo Social Media 59

CustomerSuccessBox

OCTOBER 21, 2021

Here is a free guide to take your SaaS business from a Reactive approach to Proactive approach ! But it is also a boon to the SaaS businesses because now you can earn much more through recurring payments. Customer Success has become a must for every SaaS business with the advent of the subscription economy.

Customer Success 52

Customer Success B2B Customers Metrics 52

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Gainsight

APRIL 30, 2019

Check out our Essential Guide to learn how to navigate the new product experience landscape. READ THE GUIDE. Monthly Recurring Revenue (MRR)/Annual Recurring Revenue (ARR). Monthly Recurring Revenue (MRR)/Annual Recurring Revenue (ARR). Fierce competition. Access to data.

Metrics 65

Metrics Net Promoter Score Management NPS 65

Magellan Solutions

OCTOBER 6, 2023

It leads to increased loyalty, customer satisfaction, and revenue. Each practice in this guide is a pivotal step forward, unleashing the transformative potential of inbound support services. Consequently, this means decrease in loyal customers and eventually profit loss. The best way to stop this from happening? Prevention.

Customer Satisfaction 52

Customer Satisfaction Loyalty Poor Customer Service Feedback 52

Totango

JULY 16, 2019

Like farmers cultivating an orchard , enterprises must promote the growth of customers through personalized engagements that lead to repeated revenue yields, or harvests, throughout the customer life cycle. And this repeated revenue stream is the lifeblood of SaaS and related enterprises. How to Nurture the Customer Relationship.

Customer Relationships 68

Customer Relationships Metrics Customer Success ROI 68

Totango

JUNE 26, 2020

By embracing the following customer retention best practices, you can guide your customers through the current business landscape and be poised to thrive on the other side. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue. What Customer Success Can Do.

Customer Retention 91

Customer Retention Telecommunications Communication Customer Success 91

CustomerSuccessBox

NOVEMBER 16, 2021

Arguably, there are differentiating opinions that Net Revenue Retention (NRR) or Monthly Recurring Revenue (MRR) might be better. What is a Playbook? You know those little booklets that come in the packaging when you purchase a new device. They have instructions written on it and you try to read Chinese. Accountability.

Customer Success 52

Customer Success Metrics Customer Journey Roadmap 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts. 2. Annual Recurring Revenue (ARR).

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts. 2. Annual Recurring Revenue (ARR).

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts. 2. Annual Recurring Revenue (ARR).

Financial 52

Financial Metrics Customer Success 2014 52

Gainsight

DECEMBER 7, 2020

Retention rate is one of the most essential metrics when working in SaaS , and the easiest way to calculate it is as follows: A high retention rate logically would show that a business has a low churn rate ( the percentage of customers that discontinue your service over time).

Customer Retention 52

Customer Retention Metrics Demo Customers 52

Gainsight

NOVEMBER 10, 2021

Product improvements are essential to selling your product and keeping customers on board. . One study by Dimension Data found 84% of companies that worked to improve customer service saw an upswing in revenue. In SaaS, it’s not enough to measure metrics such as revenue or units sold. What is product-led success?

User Experience 52

User Experience Metrics Measurement Feedback 52

Totango

JULY 16, 2019

Like farmers cultivating an orchard , enterprises must promote the growth of customers through personalized engagements that lead to repeated revenue yields, or harvests, throughout the customer life cycle. And this repeated revenue stream is the lifeblood of SaaS and related enterprises. How to Nurture the Customer Relationship.

Customer Relationships 48

Customer Relationships Metrics Customer Success ROI 48

Optimove

JULY 12, 2023

What is SMS Marketing? Short message service”, or SMS Marketing, is a form of mobile marketing that many businesses use to send promotions and offers to customers through text messages. The Three SMS Marketing Strategies: Promotional SMS Marketing , or one-way SMS Marketing, refers to messages that are sent from a business to a client.

Marketing 52

Marketing Events Download Return on Investment 52

Gainsight

JULY 14, 2022

Here are the five essential product analyses you need in your product analytics toolbox. Whether you want to examine new launches or existing features, adoption analysis points out how those areas of your product are paying off in revenue. Enter your hero: product analytics. Adoption Analysis. Retention Analysis.

Feedback 59

Feedback Roadmap Engagement Measurement 59