SaaStr

OCTOBER 17, 2023

Customer success is all about outcomes. What does NRR have to do with customer success? PST — Former VP of Customer Success and current founder and Managing Partner at Success Venture Partners, John Gleeson, shares his lessons learned scaling customer success from $1M to $300M in ARR.

Scale 159

Scale Sales Hiring Customer Success Scaling 159

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. What is a Customer Success Dashboard?

Customer Success 93

Customer Success Metrics Churn Forecasting 93

SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023.

Sales Hiring 234

Sales Hiring Customer Success Scale AI 234

User Pilot

MARCH 31, 2023

What user onboarding metrics should you track if you want to evaluate your onboarding processes? We all know that successful onboarding is especially important for SaaS companies since they depend on a subscription-based business model. What is the user onboarding process? Customer onboarding process.

Onboarding 71

Onboarding Metrics Retention Scale 71

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 69

Customer Success Retention Software Review Customer Lifetime Value 69

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Customer Success 249

Customer Success Management Technical Review Onboarding 249

User Pilot

APRIL 26, 2024

Customer success is a core growth driver for any SaaS business. The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Are you wondering how to retain your customers and make them love your product? No worries! Let’s get started!

Customer Success 55

Customer Success Customer Lifetime Value SaaS Churn 55

User Pilot

APRIL 10, 2024

The customer retention rate is calculated by subtracting new users from the final user count, dividing by the initial user count, and multiplying by 100. Other retention metrics to track include product stickiness, customer lifetime value, expansion MRR, and NPS scores. Why is a customer retention management program important?

Retention 96

Retention Metrics Strategy Management 96

User Pilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. You will also learn how to build a retention strategy, what metrics to track, and 10 bulletproof retention tactics for SaaS companies. TL;DR Customer retention is the ability to keep your customers actively using their products.

Retention 88

Retention Metrics Strategy Scale 88

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

Customer Success 154

Customer Success VP of Engineering Payments Payment Methods 154

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Payment Services 100

Payment Services Merchant Services Customer Success Business 100

User Pilot

MAY 1, 2024

Are you overwhelmed by too many customer metrics and don’t know which ones to track for your SaaS? You’ll also see how to use product analytics tools to track your customer metrics in one place and save time. They come in different forms—customer success, customer engagement , customer service metrics, and more.

Metrics 84

Metrics Customer Lifetime Value SaaS Scale 84

User Pilot

JANUARY 28, 2024

Tracking relevant product performance metrics allows you to assess how successful your product is at satisfying user needs and achieving business goals. What metrics should you track though? Our guide covers 11 key performance metrics to analyze at different stages of the customer journey. Let’s dive in!

Metrics 90

Metrics Customer Lifetime Value Business SaaS 90

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? Onboarding metrics serve two main purposes.

Onboarding 52

Onboarding Metrics SaaS Engagement 52

User Pilot

MAY 9, 2024

The customer onboarding process is essential for product success. From initial sign-up to renewals and upgrades, it guides customers to ensure they have a seamless experience and can easily achieve their goals. The article will teach you how to design an onboarding strategy for your SaaS.

SaaS Payments 52

SaaS Payments Payment Services Onboarding Payment Solutions 52

User Pilot

JANUARY 22, 2024

What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.

Customer Success 76

Customer Success Sales Hiring Scale SaaS 76

User Pilot

MAY 13, 2024

Let’s go over 8 examples of SaaS dashboards and see how they can fit your business objectives: TL;DR A SaaS dashboard centralizes KPIs, metrics, and analytics to improve user experience and drive product growth. It includes metrics such as: Active users by day, week, and month. Active companies by day, week, and month.

Metrics 83

Metrics SaaS Acquisition Retention 83

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. Your onboarding process is a learn-or-churn, adopt-or-get-dropped situation. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. Work Cross-Functionally During SaaS Customer Onboarding.

Onboarding 98

Onboarding Sales Recruiting SaaS Technical Review 98

OPEXEngine

APRIL 14, 2020

Whether you’re trying to retain more customers or accelerate new customer acquisition, your customer success strategy needs to start with the right performance metrics. 1) CUSTOMER CHURN RATE. 2) ONBOARDING ENGAGEMENT. 2) ONBOARDING ENGAGEMENT. 3) ACTIVE USERS.

Customer Success 64

Customer Success Metrics SaaS Churn 64

CustomerSuccessBox

MARCH 11, 2019

Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? Time to Value.

Onboarding 88

Onboarding Metrics SaaS Data Analysis 88

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 103

Customer Success SaaS Technical Review B2C 103

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 94

Customer Success Technical Review Education Onboarding 94

User Pilot

JANUARY 15, 2024

With an abundance of product analytics to track, having a robust SaaS KPI dashboard is essential to monitor the metrics that matter most. TL;DR A SaaS dashboard can be used to track important metrics and key performance indicators. Your custom SaaS dashboard should provide actionable data and be as automated as possible.

Metrics 84

Metrics SaaS Customer Lifetime Value Retention 84

Totango

APRIL 26, 2019

Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Creating and Tracking Customer Onboarding Metrics.

Onboarding 90

Onboarding Metrics Customer Success Benchmarks 90

User Pilot

JUNE 26, 2023

Want to track the different types of product metrics to get product growth insights ? Product metrics are critical for product growth managers to develop the right product strategies and drive continuous value for customers. However, it isn’t easy to choose the right product metrics from the many SaaS metrics available.

Metrics 68

Metrics Customer Lifetime Value SaaS Acquisition 68

CustomerSuccessBox

MAY 2, 2022

After subscribing, you need to track how things are going with the customer. For that, you need to know about the key Customer Onboarding metrics to track. Simple to comprehend two agendas of onboarding? In order to measure the onboarding efforts, there is a need for customer onboarding metrics.

Onboarding 52

Onboarding Metrics Business SaaS 52

User Pilot

APRIL 9, 2024

What are the best onboarding platforms available on the market in 2024? Are you looking for an onboarding solution for web or mobile apps? Do you need it to support customer or employee onboarding processes? Are you after specific features to support your onboarding tasks? This depends on your use case.

Onboarding 52

Onboarding Software Review Sales Hiring SaaS 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC?

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 87

Customer Success Onboarding Construction Retention 87

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? And what are some of the best practices and examples across the customer journey?

Customer Success 86

Customer Success Strategy Customer Lifetime Value SaaS 86

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics.

Customer Success 62

Customer Success Metrics Customer Lifetime Value Enterprise 62

User Pilot

FEBRUARY 27, 2023

User onboarding is one thing that can make or break your product. You get it right, and your customer base and revenue constantly grow. Get it wrong and your product will be plagued by churn, declining revenue, and poor customer reviews. That’s what we explore in this complete guide to user onboarding.

Onboarding 95

Onboarding Customer Lifetime Value Engagement Underperforming Technical Team 95

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Education 98

Education Customer Success Underperforming Technical Team Scale 98

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible. What Is the Client Onboarding Process?

Onboarding 93

Onboarding Technical Review Software Review Scale 93

User Pilot

APRIL 14, 2023

Having an effective SaaS onboarding strategy is essential to user success and, by extension, customer retention. If you don’t make your onboarding flow as streamlined as possible, you could struggle to retain customers in the long run. What is SaaS onboarding?

Onboarding 85

Onboarding Strategy Technical Review Software Review 85

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 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.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Customer Success 106

Customer Success Management Onboarding Retention 106