SaaStr

DECEMBER 2, 2021

. #16 SaaStr 209: The 3 Components To Successful SaaS Pricing, Lessons From Seeing Zendesk Scale From 12 to 2,000 and How To Ensure Successful Cross-Functional Communication with Amanda Kleha, Chief Customer Officer @ Figma. #15

Scale 310

Scale Benchmarks Enterprise Leadership 310

SaaStr

JUNE 8, 2022

Teams end up spending more time working through the process than they do actually communicating with customers. Any way you slice it, there’s an absence of humanity in the way brands communicate with customers. — Jon Borgese is Senior Vice President, Global Marketing at Front, a customer communication platform.

B2B 300

B2B Branding Marketing B2C 300

User Pilot

JULY 14, 2024

That’s the average core feature activation rate across the companies we studied for our Product Metrics Benchmark Report 2024. Companies by industry analyzed in our Product Metrics Benchmark Report 2024. Check out our Product Metrics Benchmark Report 2024. Fear not, though, as we explore the data in more depth in this article.

Benchmarks 105

Benchmarks Artificial Intelligence Underperforming Technical Team Onboarding 105

User Pilot

JUNE 27, 2024

Learn more about industry benchmarks in our latest SaaS Product Metrics Report. Activation rate benchmarks for various industries in 2024 range from 54.8% User activation rate benchmarks in 2024. User activation rate benchmarks per industry. Let's dive right in! Explore more here. Not to mention paying subscriptions.

Benchmarks 105

Benchmarks SaaS Social Media Onboarding 105

SaaStr

JULY 23, 2024

Step 4: Communication with the Team Communicating is critical for success. You’re charting a new path, so communicating that path in a way that resonates with company values and peoples’ roles will go a long way towards buy-in of the new strategy and plan. Choose benchmarks you can achieve. Treat them like gold.

Leadership 293

Leadership Scale Benchmarks Communication 293

User Pilot

FEBRUARY 22, 2024

Customer communication skills are a cornerstone of any business. TL;DR Customer communication encompasses all interactions between a business and its customers, while customer communication strategy is what you’ll use to improve these interactions amongst new and existing customers. Nurturing relationships.

Communication 105

Communication Outsourcing Services Strategy Payment Solutions 105

User Pilot

JUNE 16, 2024

Looking for reliable metrics benchmarks to gauge your product performance and inform your decisions? That’s what you can find in Userpilot’s Product Metrics Benchmark Report. Why should product teams read this benchmark report? We also share 6 key insights for product managers that we found particularly interesting.

Benchmarks 81

Benchmarks Metrics Sales Recruiting Acquisition 81

SaaStr

MARCH 17, 2020

Learn more about Bandwidth’s new communications API suite built for scaling SaaS companies here , or schedule a meeting today to get the conversation going. The company also unveiled ProfitWell Benchmarks to see how your company stacks up against similar firms. SaaSOptics . Request a demo here.

Sales Hiring 217

Sales Hiring Scale Payment Features Marketplace as a Service 217

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity).

Scale 232

Scale Benchmarks Construction Metrics 232

Intercom, Inc.

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. Last year, Intercom, Klaus, and Support Driven partnered to publish the first-ever support quality benchmark report with the goal of uncovering what good results in customer service actually look like.

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

Tom Tunguz

SEPTEMBER 3, 2017

But it’s key to understand the theory and the benchmark data that governs the creation of sales commission plans to create a good one for your business. Sales compensation is communicated in OTE, On Target Earnings. Can the business’s balance sheet sustain a commission payout twice the benchmark median?

Sales Recruiting 160

Sales Recruiting Sales Hiring Data Sales 160

ChurnZero

APRIL 11, 2025

Every task, meeting, and communication serves the ultimate goal of getting that customer to realize value. Then adjust and set benchmarks as customers work through those tasks, creating baselines that are easy to review in the future Ask: Where are most customers getting stuck during onboarding?

Onboarding 86

Onboarding Strategy Technical Review Customer Lifetime Value 86

Practical Advice on SaaS marketing

FEBRUARY 1, 2019

On website, in videos, during customer presentations, and in every other piece of marketing communication, it’s all about the software. They can share tips, best practices, benchmarks, and other help. But looking at the way most SaaS solutions are marketed, too often it’s all about the “software”, and not much about the “service.”

SaaS 164

SaaS Benchmarks Payment Features Subscription 164

Intercom, Inc.

MARCH 14, 2018

You should also set targets for these as a benchmark. Step 4: How to communicate your beta to your customers? Once you’ve gathered a significant amount of data, this method of storing feedback will help you easily communicate the patterns and findings to anyone who is interested. Step 2: What does a successful beta look like?

Benchmarks 223

Benchmarks Metrics Management Communication 223

Unbounce

MAY 29, 2020

” That’s where industry benchmarks come in—and that’s why we’re thrilled to bring you a fresh (and free) new version of our Conversion Benchmark Report. . Benchmarks can energize your digital marketing strategy in three big ways: They’re a form of competitive intelligence. Introducing the 2020 Conversion Benchmark Report.

AI 145

AI Artificial Intelligence Machine Learning Benchmarks 145

Practical Advice on SaaS marketing

APRIL 1, 2020

Communicate with your existing customers Staying in touch with existing customers during this crisis is critical. Some of the more effective communication I’ve seen focuses on SaaS companies’ plans to keep the system up and running and maintaining access to customer support - issues that are probably most pressing for customers.

Payment Solutions 161

Payment Solutions Payment Methods SaaS Payments Payment Services 161

BetterCloud

JANUARY 3, 2025

Clearly communicate your SLAs, performance expectations, and how issues will be addressed. Software contract benchmarking : Ever wonder at renewal if youre paying the best price? Keeping benchmarking data in your back pocket allows you to negotiate effectively.

Management 52

Management SaaS compliance Benchmarks 52

Intercom, Inc.

MAY 15, 2018

Ingredients for operational success: scheduling, tools, workflows, communication and feedback. For the former, we settled on a benchmark of 2 minutes. There were four ingredients for operational success: scheduling, tools, workflows, and communication and feedback. Communication and Feedback. Scheduling.

Revenue 193

Revenue Scale Communication Customer Support 193

ChurnZero

JANUARY 17, 2025

These metrics provide a shared framework that bridges the teams priorities, enabling clearer communication and mutual accountability between customer teams and CFOs. ARR, GRR, and NRR are the common language both teams can use to measure success, says You Mon. Annual Recurring Revenue (ARR) reflects predictable recurring revenue.

Customer Success 52

Customer Success Benchmarks Headcount Scale 52

FastSpring

MAY 20, 2024

Communicate frequently and clearly with customers about the transition. There are a few other options in there,” Brad says, “like, ‘How do you want to communicate to the customer that things are about to renew?,’” but it was overall a simple process. Letting FastSpring handle the subscription infrastructure. Correspondence automation.

SaaS Payments 158

SaaS Payments Payments Merchant Services Payment Solutions 158

Totango

FEBRUARY 2, 2021

A set of key performance indicators and benchmarks to track and measure client progress towards goals. To measure your customers’ progress towards their objectives, goals should be defined in terms of measurable key performance indicators and benchmarks. Track Progress.

Customer Success 127

Customer Success Software Review Systems Review Benchmarks 127

Unbounce

NOVEMBER 5, 2020

For more insights on ecommerce landing pages, see the 2020 Conversion Benchmark Report. One of the biggest takeaways from the 2020 Conversion Benchmark Report is that the best-converting ecommerce landing pages keep it short and sweet. Long, hard-to-read copy. Image courtesy of Ascent Footwear. Click to see the whole thing.).

Scale 144

Scale Marketing Merchant Services Social Media 144

Buffer Resources

JANUARY 25, 2024

There were a variety of workflows and rituals that we chose to make transparent, such as our metrics and finances, internal and external communication, and our efforts toward self-improvement (another of our values). Our next iteration of the salary formula came in 2017, and this is where we first introduced the concept of a Buffer Benchmark.

Systems Review 136

Systems Review Compensation Benchmarks Scale 136

Buffer Resources

JANUARY 25, 2024

There were a variety of workflows and rituals that we chose to make transparent, such as our metrics and finances, internal and external communication, and our efforts toward self-improvement (another of our values). Our next iteration of the salary formula came in 2017, and this is where we first introduced the concept of a Buffer Benchmark.

Systems Review 136

Systems Review Compensation Benchmarks Scale 136

Sales Hacker

FEBRUARY 3, 2025

By using these benchmarks, we ensure that the capital were allocating toward growth initiatives is efficient and keeps a longer-term view in mind: ARR Growth: How quickly are we growing and which growth levers do we need to add? If an initiative needs to be dropped, communicate why, what was learned, and where the focus is shifting.

Sales Hiring 67

Sales Hiring Scale AI Search Outsourced Development 67

User Pilot

AUGUST 12, 2024

Release regular updates, establish feedback loops , adopt agile development, and benchmark against industry standards. Maintain transparent communication. Communicate the main benefit your product provides to users. Use storytelling to connect emotionally with your audience.

Software Review 104

Software Review Technical Review Benchmarks Communication 104

Totango

OCTOBER 7, 2021

After specific product adoption benchmarks have been achieved. Review Escalations Communication. A more manual but extremely useful way of collecting feedback is by reviewing communications between customers and your staff during support escalation interactions. After onboarding has been completed.

Software Review 108

Software Review Technical Review Interviewing Benchmarks 108

User Pilot

JULY 22, 2024

Benchmarking performance: Measuring patient engagement enables you to compare your performance to competitors. You can use insights from reports like Userpilot’s SaaS Product Metrics 2024 Benchmark Report. Userpilot’s SaaS Product Metrics 2024 Benchmark Report. Patient engagement metrics: churn rate.

Healthcare 103

Healthcare Engagement Metrics Benchmarks 103

User Pilot

AUGUST 30, 2024

Set benchmarks for success : Analyzing your competitors’ performance allows you to establish realistic benchmarks for your own success. Assess whether they are targeting different market segments with different pricing plans and how they communicate value at each price point.

Underperforming Technical Team 105

Underperforming Technical Team SaaS Benchmarks Social Media 105

Neil Patel

FEBRUARY 25, 2021

MLOps, in simple terms, is a set of best practices for improving communication and collaboration between your employees on the data science and operations sides of your brand. MLOps helps businesses improve communication and avoid bottlenecks and costly errors. MLOps does this, not for content, but for communication.

Artificial Intelligence 114

Artificial Intelligence Machine Learning DevOps as a Service Marketing 114

Network World

MAY 12, 2022

Nokia has announced two new Software-as-a-Service (SaaS) offerings, aimed at helping communication service providers (CSPs) and enterprise customers reduce energy consumption across their networks and automate device management control for smart home devices.

Artificial Intelligence 98

Artificial Intelligence Management SaaS Benchmarks 98

Buffer Resources

DECEMBER 5, 2023

Conducting research and setting benchmarks We dove into the best practices of successful guest posting programs. Streamlined editing and publishing : We created a robust process for submissions, edits, communication, and distribution. This helped us set a benchmark for quality and expertise before scaling up.

Scale 126

Scale Benchmarks Social Media Communication 126

Sales Hacker

SEPTEMBER 8, 2022

Sales representatives must start the renewal process the first day a contract is signed by communicating with CS teams throughout the customer journey. You should start with benchmarking your client’s state of play before using your solution, and then supply performance reviews at an agreed-upon cadence.

Sales Recruiting 132

Sales Recruiting Technical Review B2B Benchmarks 132

Sales Hacker

SEPTEMBER 4, 2020

Only 48% of SDRs consistently reach their targets according to TOPO’s 2019 Sales Development Benchmark Report, 48%… that’s it. Are they communicating with their customers by phone, email, physical mail, or in-person? Here’s a list of underutilized channels: Fax: Some industries still rely on faxes to communicate.

Underperforming Technical Team 133

Underperforming Technical Team Communication Development Benchmarks 133

User Pilot

JULY 9, 2024

Benchmark your performance against industry standards and competitors to assess the effectiveness of your customer experience strategies and identify areas for improvement. For example, with Userpilot, you can create onboarding experiences and communicate with users through in-app messages. Userpilot homepage.

Strategy 111

Strategy Management Benchmarks Onboarding 111

Totango

DECEMBER 28, 2021

The place to start communicating with customers is during the onboarding process. For example, sending automated emails to guide customers through their profile set-up sets the stage for future communication. You can continue communicating with customers by sending notifications and tutorial links that promote feature adoption.

Churn 102

Churn Strategy Technical Review Benchmarks 102

Sales Hacker

MARCH 16, 2020

There’s been a shift in how B2B organizations communicate through follow-ups and outreach. The 2016 Sales Development Benchmark Report indicated that SDRs who leveraged a triple touch approach (phone, email, LinkedIn) had a 28% higher SQL conversion rate than SDRs who only used phone and email. That was four years ago.

B2C 127

B2C Technical Review Social Media Underperforming Technical Team 127