ShepHyken

AUGUST 24, 2021

Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. It is a philosophy.

Customer Success 136

Customer Success Customer Retention Trends Customer Service 136

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. 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 98

Customer Retention Software Customer Success CRM 98

SurveySensum

SEPTEMBER 4, 2023

While creating SaaS customer surveys, do you often wonder about the right time to launch these surveys? But why’s the timing so important? It’s because SaaS businesses like yours need happy and long-lasting customers. And a SaaS feedback platform helps you automate the entire process.

Survey 52

Survey NPS Effort Score Feedback 52

SmartKarrot

JULY 4, 2022

Your customers are truly the most important stakeholders in the SaaS company. Every SaaS business needs to know why its customers are churning. This is why SaaS customer churn analysis is important. What is Customer Churn Analysis? Reasons for Customer Churn.

Analysis 10

Analysis How To Touchpoint B2B 10

Gainsight

JULY 7, 2020

Churn (the amount of revenue lost from a company’s existing customer base each year) is a metric that rises to the top of most SaaS leaders’ minds; it is one of the most commonly tracked metrics in SaaS businesses. As a SaaS leader, some elements of churn are structural. The Importance of Churn.

Customer Success 97

Customer Success Management Metrics Software 97

ChurnZero

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. They enable businesses to provide more value to their existing customers and bring in additional revenue as a result. .

Strategy 98

Strategy Management How To Customer Retention 98

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. Software as a service (SaaS) has grown rapidly in recent years, particularly in recent months.

Customer Experience 69

Customer Experience Net Promoter Score Self Service B2B 69

SurveySensum

AUGUST 31, 2023

Have you ever wondered how some businesses effortlessly secure customer loyalty, while others struggle to keep pace? SaaS satisfaction surveys help you do just that. A great SaaS feedback platform not only offers insights to refine your product based on real user experiences but also steers your product’s growth.

Customer Satisfaction 52

Customer Satisfaction Survey NPS User Experience 52

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

SurveySparrow

JANUARY 30, 2024

You’ll get a clear picture as to why you need a tool when you read further) Create conversational surveys with SurveySparrow Get 40% more responses Please enter a valid Email ID. Customer ages, product prices, monthly sales figures, website traffic, etc. They provide insights into how customers interact with your platform.

Comparison 52

Comparison Analysis Trends Case Study 52

ChurnZero

MAY 11, 2021

As opposed to the SaaS, which stands for software as a service. . Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . Companies who monetize Customer Success, see higher Net Promoter Scores (NPS). Customer Success Around the Web. Only 27.2%

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

Gainsight

DECEMBER 15, 2022

Why did we believe in crypto scams like FTX? On the flip side, we might have some nostalgia for the halcyon days of SaaS when everything was worth 100x ARR, regardless as to business model! Gross Margin: What’s the gross profit you will make on that customer? How did we ever think GameStop was worth tens of billions of dollars?

Sales 52

Sales Customer Success Marketing Examples 52

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. SaaS Churn Analysis Benefits.

Analysis 77

Analysis Customer Retention Engagement Customer Engagement 77

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless.

Metrics 98

Metrics Customer Retention Course Customer Success 98

Gainsight

MAY 3, 2022

Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what? How Should You Measure Customer Success? As a CSM, it is important to know what Key Performance Indicators (KPIs) are most critical to measure the performance of a SaaS business.

Measurement 94

Measurement Metrics B2B Customer Success 94

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. Why Have a QBR?

Meeting 105

Meeting Comparison Guidelines Analysis 105

ChurnZero

SEPTEMBER 28, 2021

A Net Promoter Score (NPS) ® is a value your company can use to measure customer satisfaction. It’s popular because it’s simple to calculate, easy to understand, and paints a clear picture of how your company is doing with its customers. What Is a Good NPS Score for SaaS? A good NPS score for SaaS hovers somewhere around 28.

NPS 97

NPS Net Promoter Score Comparison Hotels 97

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Reducing churn is at the forefront of all marketers’ minds. Reducing churn is at the forefront of all marketers’ minds. What does the data show about common reasons customers churn?

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

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.,

Metrics 98

Metrics Course Customer Success NPS 98

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them.

Customer Success 96

Customer Success Groups eBook Customers 96

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. Well, businesses are evolving, as should the methods used to understand customer sentiment. This blog will look into five NPS alternatives and why you should use them.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

SurveySparrow

NOVEMBER 24, 2023

Let’s explore the latest offers from top SAAS platforms to supercharge your operations. Top 10 Must-Have Cyber Monday SaaS Deals Platform Discount Offered Validity Internxt 91% 13 Nov – 30 Nov 2023 Scalenut 60% Until Dec 1, 2023 Plerdy 50% 24 Nov – 1 Dec 2023 Snov.io Elevate your customer service game!

Multi-Channel 52

Multi-Channel Knowledge Base Analytics Analysis 52

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. Top five Customer Success resources brought to you by ChurnZero 1.)

Resources 52

Resources Customer Success Handbook eBook 52

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

Resources 52

Resources Customer Retention B2B Customer Success 52

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

SurveySparrow

AUGUST 28, 2023

Have you ever found yourself immersed in the world of SaaS, wondering what makes certain companies stand head and shoulders above the rest? Did you know that a remarkable 86% of buyers are willing to pay more for a better customer experience? What is SaaS Customer Experience? Let’s start, shall we?

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Customer Success Around the Web.

Infographics 98

Infographics Customer Success Tips Metrics 98

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices.

Customer Journeys 97

Customer Journeys Net Promoter Score Meeting B2B 97

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. But a customer health score is only as good as the sum of its parts. What’s a Customer Health Score?

Measurement 96

Measurement How To Analysis Exercises 96

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

CustomerSuccessBox

JUNE 17, 2022

Product analytics is the process of evaluating how your customers or users engage with your product. It, ultimately, helps customer success managers to drive product adoption among the users. Product analytics enables you to track, visualize and evaluate real-time customer engagement and behavioral data.

Analytics 52

Analytics Customer Journeys Analysis Metrics 52

ClientSuccess

SEPTEMBER 28, 2021

While the best parts of working with customers involve forging strong relationships and engagement strategies, there is one downside to the role: customer churn. As hard as you work, there will inevitably be customers who churn throughout your tenure as a CSM. . Why do customers churn?

Leadership 52

Leadership eBook Customers Customer Base 52

Gainsight

FEBRUARY 4, 2021

In this manic world of SaaS, SPACs, and shorts, money and valuations have taken center stage, for better or worse. But software leaders have increasingly recognized the importance of a new metric unique to the SaaS world, Net Dollar Retention (NDR). As a reminder, NDR looks at your existing customers at the beginning of a period (e.g.,

Tips 72

Tips Metrics Software B2C 72

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 Software 52

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics NPS eBook Customer Success 89