SaaStr

APRIL 16, 2023

In a kind of analogous way, everyone uses the Internet now, which wasn’t true certainly, when we started Flickr, in late 2003. There’s a vendor review approval process, and a security policy analyst, and their in house counsel wants to mark up the TOS. We started development in early 2004. What are the goals?

Scale 345

Scale Sales Hiring PayPal Development Team Review 345

User Pilot

MARCH 23, 2022

Net Promoter Score (NPS) is a customer satisfaction metric measured on a 10-point scale. The NPS metric is calculated by deducting the percentage of detractors from the percentage of promoters. Treat NPS scores as more than vanity metrics; always analyze the results you get and act on them. The 2022 NPS benchmark for SaaS is 41.

Scale 86

Scale SaaS Software Review Benchmarks 86

ChurnZero

NOVEMBER 2, 2018

Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003. Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. In some industries, this number can get as high as 80%.

Scale 95

Scale VP of Engineering Underperforming Technical Team Churn 95

Valuize Consulting

JUNE 10, 2020

Perhaps it was fueled by all of the strategic expertise, funding and time required to develop a category-leading customer success strategy—one that transforms your company’s revenue retention and expansion metrics. Or perhaps not. The state of customer success processes. Implementing lean customer success.

Customer Success 40

Customer Success Engineering Scale Technical Review 40

SmartKarrot

AUGUST 23, 2022

If any B2B SaaS (Software as a Service) company, or any company for that matter, had to choose one metric that measures their performance among the dozens of metrics, it would be the NPS or the Net Promoter Score. The NPS was developed in 2003 by Fred Reichheld of Bain & Company as a customer loyalty metric.

Scale 10

Scale Underperforming Technical Team Systems Review Software Review 10

Outseta

OCTOBER 16, 2017

In early 2016 the company raised a $12mm Series A led by PeakSpan Capital to accelerate growth, largely on the back on fantastic customer success oriented metrics. This was in 2003 or 2004, and we were spending $2B dollars a year in research which is nothing by today's standards but it was for the most that was being spent at that time.

Interviewing 40

Interviewing Customer Success SaaS Software Review 40