User Pilot

JULY 13, 2023

Are you trying to find out how to measure growth of a company? Growth is the lifeblood of any company, and it is paramount for any SaaS company. Measuring a company’s growth helps you understand how much you progressed and where you stand. What is the company’s growth rate?

Metrics 96

Metrics Customer Lifetime Value Benchmarks Churn 96

User Pilot

JULY 27, 2021

Do you know how to use NPS data to drive growth for your SaaS? NPS score helps you identify valuable insights into: Features that users find valuable, so you can improve your product adoption. Problems driving your users to churn, so you can fix them.

Software Review 98

Software Review Scale SaaS Systems Review 98

User Pilot

MARCH 23, 2022

Is there such a thing as NPS survey best practices? If you want to measure customer loyalty and user sentiment in general, following NPS best practices is a must. There’s much more to NPS than sending users a customer feedback survey. Net Promoter Score (NPS) is a customer satisfaction metric measured on a 10-point scale.

Scale 96

Scale SaaS Software Review Benchmarks 96

User Pilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. In this article, we’ll delve deep into the ins and outs of time to resolution and see how to reduce it.

Customer Lifetime Value 96

Customer Lifetime Value Customer Support AI Onboarding 96

User Pilot

JUNE 16, 2022

Are you making the most out of your customer experience analytics? The data you receive from CX analytics enables you to reduce customer churn, increase customer satisfaction and retention , and help you identify the areas for product improvements. Below you will learn formulas to calculate each. What’s the value of it?

Customer Lifetime Value 98

Customer Lifetime Value Churn Retention User Experience 98

User Pilot

JULY 17, 2023

Do you want to learn how to use data analytics to improve customer experience? Many SaaS founders agree that customer insights are a key driver of product growth. In this guide, we’re going to show you how to use data analytics to improve the customer experience! What is data analytics for customer experience?

Data 98

Data Customer Lifetime Value Retention Churn 98

User Pilot

MAY 18, 2023

UX deals with a user's interactions with specific aspects of your product, while CX is broader and covers all customer engagements with your brand. Read on to find four key differences between UX and CX and how to improve both. UX and CX differ in target audiences, goals, tests, and metrics. What is user experience?

User Experience 94

User Experience Underperforming Technical Team Customer Lifetime Value Retention 94

User Pilot

JULY 14, 2021

How do you build engaging customer satisfaction surveys that get you quality feedback from your users? And what exactly are the different types of customer satisfaction surveys and how should you use them? Plus, if you don’t know where to start, you’ll find some examples and questions you should use in your surveys.

Scale 98

Scale Software Review Technical Review Scaling 98

User Pilot

JUNE 26, 2023

How to create customer feedback systems to gain insights into user needs ? Customer feedback helps SaaS companies personalize the customer experience and identify pain points and needs as well as factors contributing to customer success. NPS surveys track customer loyalty and provide insights into their satisfaction.

Systems Review 93

Systems Review Social Media Technical Review Software Review 93

User Pilot

JULY 30, 2023

So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates. You should put more focus on acquisition than retention when you’re launching new features /products or aiming to expand your customer base, or when the market share or churn rate is low.

Acquisition 93

Acquisition Retention Customer Lifetime Value User Experience 93

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? Here are 15 customer success tactics: Learn about your customers with welcome surveys.

Customer Success 98

Customer Success Strategy Customer Lifetime Value SaaS 98

OPEXEngine

MAY 18, 2021

In this blog, we are looking at the business metrics that can be measured quantitatively and providing a few insights on how investors analyze them. We’ve talked to dozens of our SaaS customers, as well as investors to learn more about what is happening with these key metrics. Here is a simple formula to calculate ARR.

SaaS Payments 98

SaaS Payments Metrics Payments Payment Services 98

User Pilot

AUGUST 15, 2021

A key reason why customer engagement metrics are important to successful SaaS businesses. Customer engagement metrics are how you measure how your customers interact with your brand and product across different touchpoints and channels in their journey. How do you measure customer engagement?

Engagement 98

Engagement Metrics Scale SaaS 98

User Pilot

JANUARY 8, 2021

Before we get into what is considered a good NPS score, we have some good news and some bad news. We will get the hard news out of the way first: what a good NPS (or Net Promoter Score) is depends on your industry. Some industries like SaaS will have an average NPS of 30. What Is NPS?

Underperforming Technical Team 78

Underperforming Technical Team Benchmarks Onboarding SaaS 78

User Pilot

OCTOBER 31, 2022

Looking for the right product engagement metrics to track and see how well users are interacting with your product? As a product manager, you need to track product engagement metrics as it allows you to measure user engagement and find ways to deliver more value to your daily active users.

Engagement 98

Engagement Metrics Strategy Churn 98

User Pilot

NOVEMBER 28, 2022

Churn is the enemy of product growth. How do you lower your churn rate and make sure all your users stick around? How to calculate churn rate so you know where you stand. Common reasons why your churn rate may be too high. 6 strategies to improve your churn rate and retain more of your customer base.

Churn 97

Churn Software Review SaaS User Experience 97

User Pilot

JULY 27, 2023

Confused about trying to understand SaaS roles? SaaS companies have many moving parts, and it can be difficult to determine who does what. In this article, we’ve outlined the major roles that move the needle in terms of product growth alongside their KPIs and current salary ranges. What is a SaaS business model?

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

User Pilot

AUGUST 23, 2021

How well do you know your NPS detractors? then read on to find out how this scary customer segment actually holds incredible value for your business. Even if you’ve got a pretty good handle on user sentiment with your product, harnessing it to transform negativity into positivity can be challenging.

Software Review 98

Software Review Systems Review Scale Churn 98

User Pilot

AUGUST 18, 2021

Why is it important to measure customer engagement in your product? For SaaS companies, this can help to get insights into customer interactions with your product and brand which tells you what brings value to your customers. User Journey in SaaS. What is customer engagement?

Engagement 98

Engagement Retention Software Review SaaS 98

User Pilot

DECEMBER 9, 2021

What is Net Revenue Retention? In this article, we’ll take an in-depth look at what Net Revenue Retention is, why it matters and the multiple approaches you can take to improve it. Net Revenue Retention (NRR) is a SaaS metric that calculates the percentage of revenue retained from existing customers over a specific period of time.

Retention 98

Retention Revenue Software Review SaaS 98

User Pilot

FEBRUARY 21, 2023

User adoption is essential for B2B SaaS companies, as it helps customers to learn about your product, adopt features , stick around, and nurture product growth. But how does user adoption impact your business? And your role at a customer success team? Create a customer success playbook for each stage.

SaaS Payments 90

SaaS Payments Strategy Payment Solutions SaaS 90

User Pilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. You will have data sets for analyzing your churn/retention history, which will better position you to make intelligent business decisions. Types of churn rates you should calculate: customer churn rate, revenue churn rate , and involuntary churn rate.

Churn 94

Churn Payments SaaS Payments Payment Solutions 94

User Pilot

FEBRUARY 4, 2023

Need an example of strategic initiatives so you can implement them in your SaaS business? In this article, we dive deep into strategic initiatives, their purposes and types, and how you can use them to improve your SaaS business. A strategic initiative is what can help your company achieve its long-term vision.

Development 97

Development Scale Retention Onboarding 97

User Pilot

AUGUST 5, 2023

How can you leverage data tracking to get product growth insights ? Analyzing data is the key to achieving customer success and product growth. The actionable insights from the analyses will help you better understand the user journey, improve your company’s bottom line, and optimize the user experience.

Data 96

Data Customer Lifetime Value Underperforming Technical Team Data Analysis 96

User Pilot

JULY 18, 2022

Are you satisfied with the customer loyalty and retention rates of your SaaS? Today we explore what customer loyalty and retention mean for SaaS, how retention differs from loyalty, and tactics to help you boost both. Loyalty is often measured through NPS and other similar surveys.

Retention 93

Retention SaaS Customer Lifetime Value Education 93

User Pilot

FEBRUARY 21, 2023

User adoption is essential for B2B SaaS companies, as it helps customers to learn about your product, adopt features , stick around, and nurture product growth. But how does user adoption impact your business? And your role at a customer success team? Create a customer success playbook for each stage.

SaaS Payments 74

SaaS Payments Strategy Payment Solutions SaaS 74

User Pilot

JANUARY 14, 2023

What is product success? What can product managers do to improve their chances of building successful products? How can they measure that their product is on a path to success? Successful SaaS products satisfy user needs and realize organizational business goals. Are you ready to dive in?

Management 97

Management SaaS Metrics Retention 97

User Pilot

MAY 17, 2021

Are you tracking the right Product Marketing KPIs? With so many product growth insights available to every product marketer, it’s sometimes hard to understand which metrics are relevant and which you should be tracking to measure the success of your product marketing. What is Product Marketing?

Product Marketing 98

Product Marketing Metrics Customer Lifetime Value Marketing 98

OPEXEngine

FEBRUARY 24, 2021

If your monthly recurring revenue (MRR) numbers don’t add up to your annual recurring revenue (ARR) when you extend them out for a year, you’re misreporting the financial health of your recurring-revenue startup, says Jason Lemkin, head of SaaS resource organization SaaStr. “So, ARR is just 12x your MRR.”

SaaS Payments 52

SaaS Payments Metrics Payment Features SaaS 52

CustomerSuccessBox

APRIL 19, 2021

By then 50% of your customer base has already churned. This essentially means 96% of your unhappy customers would not bother to let you know they’re unhappy. The telemetry data lets you know how your customers are interacting with your product, which features they are using and at what frequency.

Retention 52

Retention Data Systems Review Technical Review 52

Totango

MARCH 5, 2021

To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.

Retention 85

Retention Churn Customer Lifetime Value Customer Success 85

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. We even got a shout out from HubSpot as a top blog you should be reading in 2018. Breaking Down the Ultimate Question: NPS.

Technical Review 49

Technical Review Artificial Intelligence Social Media Churn 49

Sales Hacker

JUNE 29, 2020

Software as a service (SaaS) has become extremely popular due to its scalability and ability to address almost any individual or business need. As a sales leader , it’s your responsibility to secure paying customers for the platform and make sure existing subscribers remain subscribed. We’ll look at: 3 SaaS sales models you can follow.

Scale 78

Scale Sales Hiring Strategy SaaS 78

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. When should I add Customer Success Operations and how do I advocate for the role? How to Delineate the Roles of Customer Success Management and Operations. How are we going to use our tools to do that?’ How are we going to use our tools to do that?’

Customer Success 81

Customer Success Scale Sales Hiring Retention 81

The Angel VC

NOVEMBER 29, 2013

“What gets measured gets done” – it seems like the source of this quote, often attributed to management expert Peter Drucker, isn’t certain, but its meaning is clear and very relevant for every SaaS founder. For example, you could ask users to rate your prototype and see if that rating goes up over time.

Scale 190

Scale Startup SaaS Customer Lifetime Value 190

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. Typically, onboarding breaks down into 3 common stages: 1. New Customer Welcome . Training.

Onboarding 71

Onboarding Underperforming Technical Team Scale Systems Review 71

SmartKarrot

JANUARY 4, 2023

Net promoter score (NPS) is one of those must-have metrics for customer experience. It shows the loyalty a customer feels for an organisation and how many customers think this way. Yet, in recent years, the use of NPS has come under scrutiny. Understanding the Role of NPS in CS.

Customer Success 10

Customer Success Strategy Benchmarks B2B 10