Tom Tunguz

NOVEMBER 16, 2014

This post is part of a continuing series evaluating the S-1s of publicly traded SaaS companies in order to better understand the core business and build a library of benchmarks that might be useful to founders. New Relic processes this data and provides interactive reports to identify underperforming code.

Benchmarks 100

Benchmarks Underperforming Technical Team Metrics Sales Hiring 100

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. respectively). Book the demo!

Benchmarks 105

Benchmarks Artificial Intelligence Underperforming Technical Team Onboarding 105

Buffer Resources

NOVEMBER 7, 2024

In this article, I will share the competitive analysis framework my team and I have developed (through weeks of research and dozens of iterations), and give you some tips on where to look for data that isn’t publicly available so you can have a competitive advantage. Business & Company metrics 1.1. Funding 1.3.

Social Media 122

Social Media Underperforming Technical Team Technical Review Sales Hiring 122

Intercom, Inc.

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Support teams want it.

Technical Review 223

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 223

User Pilot

MAY 30, 2025

Tracking mobile app performance metrics can feel daunting. But you find yourself puzzled, overwhelmed, and uncertain about which metrics truly matter. Ive been there too You’ll learn to identify and use the right metrics to make smarter decisions. Then, select 3-5 mobile app performance metrics tied directly to it.

Mobile 82

Mobile Metrics Customer Lifetime Value Software Review 82

User Pilot

OCTOBER 10, 2022

Are you having trouble deciding on what feature adoption metrics you should choose to measure the success of the new feature? In this article, we’ll cover the key metrics you need to develop an informed feature adoption strategy and discuss how you can improve them. Uncover weak spots and improve feature adoption.

Metrics 97

Metrics Underperforming Technical Team Strategy Onboarding 97

Intercom, Inc.

JANUARY 31, 2019

And as the organization grows, the work involved to get teams aligned on who you’re selling to and how you’re selling is not something to be taken for granted either. Ambient Strategy founder and CEO April Dunford on the symptoms of weak positioning. When you’re a small team, your time is everything. Speed is everything.

Underperforming Technical Team 165

Underperforming Technical Team Scale Benchmarks Sales 165

Intercom, Inc.

OCTOBER 26, 2018

Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

User Pilot

MARCH 25, 2024

The number of sessions per user metric is key to understanding user behavior and user satisfaction with your platform. This article shows you: Easy ways to track this metric using Userpilot and GA4. Sessions per user benchmarks and what to aim for. Popular tools for tracking the number of sessions per user metric: Userpilot.

Metrics 102

Metrics Underperforming Technical Team Engagement Benchmarks 102

Kellblog

MAY 10, 2020

I’m a SaaS metrics nut and I go to a lot of SaaS board meetings, so I’m constantly thinking about (among other things) how to produce a minimal set of metrics that holistically describe a SaaS company. In a prior post, I made a nice one-slide metrics summary for an investor deck. Slide 2: Key Operating Metrics.

Metrics 98

Metrics Sales Hiring Software Review Underperforming Technical Team 98

Intercom, Inc.

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. After all, while metrics help us measure the impact of our work, they only support a narrative. In the 2022 customer service quality benchmark report, our objective was to look deeper than individual metrics.

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

OpenView Labs

MARCH 8, 2021

What Interviewing 600+ Sales Reps Taught Me About Team Building. What’s your biggest weakness? Continuously hiring, managing, and retaining the right team can be incredibly difficult and time consuming—if you don’t have the right tools and processes in place to make it scalable, that is. Conducting interviews. Compensation.

Sales Hiring 98

Sales Hiring Scale Sales Recruiting B2B 98

ChurnZero

SEPTEMBER 8, 2022

Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Customer Success teams typically answer the same questions over and over again as they gain new clients. The bad news: It’s tiresome to answer the same questions day in and day out! Lighten the load CSM’s normally carry.

Education 98

Education Customer Success Underperforming Technical Team Scale 98

Sales Hacker

DECEMBER 20, 2021

Outline your desired outcomes, criteria for success, and the metrics by which you will measure and report progress. Do your teams have the right mindset to provide experience-driven training? By now, you’ve developed a general understanding of both the virtual training landscape and your business’s specific requirements.

Investment 119

Investment Technical Review Underperforming Technical Team Artificial Intelligence 119

User Pilot

NOVEMBER 19, 2022

There are some vanity metrics among the KPIs for customer service. Customer service KPIs measure the performance of customer service teams and customer support management. You should track customer service KPIs to measure the performance of your support teams, improve customer satisfaction, and boost customer retention and loyalty.

Metrics 98

Metrics Software Review Strategy Underperforming Technical Team 98

Sales Hacker

NOVEMBER 17, 2020

This gives sales teams a big opportunity to fill that gap and build a long term relationship. According to TOPO’s 2019 Sales Development Benchmark Report , best-in-class SDRs generate $415k in pipeline per rep every month. Many people forget that selling is a team sport, especially where BDRs are concerned.

Engagement 120

Engagement Underperforming Technical Team Machine Learning Artificial Intelligence 120

User Pilot

AUGUST 15, 2021

A key reason why customer engagement metrics are important to successful SaaS businesses. In this article, we will walk you through ten important user engagement metrics to measure. What are customer engagement metrics? What customer engagement metrics are important to track? Let's get started!

Engagement 98

Engagement Metrics Scale SaaS 98

Neil Patel

JANUARY 10, 2022

Migration has the possibility to derail your site’s performance, traffic, and other metrics , so you need to treat it as a major project and assign the resources (and budget) it deserves. Start assembling your team. Set Website Migration Budgets, Timelines, and Teams. A cross-department team will have the best chance of success.

Underperforming Technical Team 115

Underperforming Technical Team Development Team Review Systems Review Software Review 115

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. You have to compare your NPS to your industry benchmark as well as your competitors and see where you rank. What Is Considered Good NPS Score, and What Is a Bad NPS Score? Some industries like SaaS will have an average NPS of 30.

Underperforming Technical Team 92

Underperforming Technical Team Benchmarks Onboarding SaaS 92

Intercom, Inc.

APRIL 7, 2021

That’s why we partnered with Klaus , the conversation review and QA platform for support teams, to get a deeper understanding of what “quality support” actually looks like. Together, we surveyed hundreds of CX professionals, team leads, managers, and executives to get a deeper understanding of how they measure and improve support quality.

Customer Support 130

Customer Support Scale Underperforming Technical Team Metrics 130

Neil Patel

SEPTEMBER 30, 2020

And what better way to develop this other than enlisting the help of an expert digital strategy consultant who can do a broad set of activities, each of which is directed towards helping you meet your goals. You must already be on the lookout for investments that can maximize ROI – or get rid of bad investments altogether.

Consulting 123

Consulting Strategy Technical Review Underperforming Technical Team 123

Sales Hacker

MARCH 24, 2021

The key to unlocking a stronger opportunity pipeline and an increase in qualified leads is a unified, cohesive marketing and sales team. Only 46 percent of business owners describe their marketing and sales teams as “highly aligned,” meaning it’s time to get back to the drawing board for the other 54 percent.

Marketing 122

Marketing Sales Underperforming Technical Team Acquisition 122

ProfitWell

MARCH 23, 2020

There are a few key metrics that all subscription businesses should be completely on top of. Think of these metrics less as numbers on a screen and more as indicators of business health. Churn has an impact on other SaaS metrics—MRR, customer LTV, CAC, net negative MRR churn (I’ll dive into each, momentarily). Churn rate.

Subscription 85

Subscription Payment Features Metrics Business 85

Totango

JULY 1, 2022

One of the most important loyalty metrics is the Net Promoter Score (NPS) , which uses a scale of 0 to 10 to measure a customer’s willingness to recommend a company, product, or service to a friend or colleague. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 114

B2B B2C Underperforming Technical Team Business 114

OpenView Labs

JANUARY 19, 2022

It’s important to focus on those users who become customers from the beginning because their usage of the product, and where they fall off in this user journey, will help you prioritize where your team spends the most time and resources to convert at the highest rate. . This is covered in-depth in the Developer Go-To-Market-Playbook. .

Scale 104

Scale Underperforming Technical Team Sales Hiring Marketing 104

Sales Enablement, SaaS and Growth

APRIL 10, 2017

Many companies are investing in the creation of sales enablement teams, but as they’re so new, there’s a distinct lack of thought leadership, standardised measurement and best practices available. Put simply, as a sales organisation grows, the sales enablement team must evolve alongside it.

Sales Enablement 112

Sales Enablement Sales Hiring Underperforming Technical Team Sales 112

OpenView Labs

SEPTEMBER 17, 2019

This week we released our third annual Expansion SaaS Benchmarks report. But benchmarks alone are not enough. We’ve got to make the leap from benchmarks to action. Here’s our advice on how to use the benchmark data to grow even faster in 2020. Lack of segmentation leads to weak product-market fit.

Benchmarks 58

Benchmarks Underperforming Technical Team Scale SaaS 58

Chart Mogul

OCTOBER 3, 2019

This is where the value of subscription metrics comes to the fore — and specifically the customer acquisition cost (CAC) and the customer lifetime value (LTV). Every team has their own slightly different way of calculating the cost of customer acquisition. Source: OpenView Expansion SaaS Benchmarks Report . How to calculate CAC.

Acquisition 91

Acquisition Underperforming Technical Team Startup Customer Lifetime Value 91

Sales Hacker

AUGUST 20, 2020

But if you’re only leveraging them for short-term results, you’re majorly underestimating the heavy lifting they can do for your team, your sales org, and ultimately, your bottom line. Drive lasting performance and productivity improvement across your team. Engage the team. Get specific. Instill accountability. Identify KPIs.

Sales 126

Sales Underperforming Technical Team Outsourced Development Benchmarks 126

FastSpring

MAY 20, 2024

As the VP and General Manager of the Stardock Software division, Brad led his team through this process and has learned some valuable lessons about doing it as strategically and easily as possible. A subscription overview dashboard with insightful metrics. And I would say that was bad advice.” Recurring payment processing.

SaaS Payments 158

SaaS Payments Payments Merchant Services Payment Solutions 158

Totango

OCTOBER 20, 2021

You can then develop standard procedures for helping customers achieve these outcomes, such as providing tutorials and support to guide new buyers through these steps. Continually improving your customer journey to remove weaknesses in your procedures. Monitoring Your Customer Journey for Weak Spots and Making Adjustments.

Scale 99

Scale Underperforming Technical Team Benchmarks Onboarding 99

Buffer Resources

SEPTEMBER 25, 2023

Buffer’s Analytics Features- Find out what works on social Buffer’s analytics features use AI to gather metrics from all your connected accounts, giving valuable insights into your audience reach and engagement across different social media channels. What is the best type of post? What is the best posting frequency?

Social Media 133

Social Media AI Search AI Artificial Intelligence 133

Sales Hacker

JANUARY 11, 2018

Yet the best salespeople are able to operate as adept project managers who successfully guide everyone on the team to complete tasks well within expectations, and high-performing sellers who consistently meet revenue targets — share a surprising number of things in common. 3) Discipline. Discipline in sales is crucial. 4) Time Management.

Management 107

Management Underperforming Technical Team Social Media Benchmarks 107

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

ChurnZero

AUGUST 25, 2021

It will help you set benchmarks to get a clear picture of your performance with your customers. A Net Promoter Score (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. Keeping track of this metric can also help reduce support possibly needed in the future.

Scale 98

Scale Underperforming Technical Team Benchmarks Pricing 98

Neil Patel

SEPTEMBER 28, 2020

Competitors and key players: You’ll want to identify your competitors and their strengths and weaknesses. Strengths and weaknesses: Point out the areas where you have an advantage in your market or where you’re most vulnerable. What are your current benchmarks? Here are a few examples. For each segment?

Strategy 124

Strategy Underperforming Technical Team Advertising Scale 124

SaaSOptics

FEBRUARY 13, 2022

One challenge is how software providers manage their order to cash process and capture, share, and use financial metrics internally. When transitioning to a SaaS model or developing a SaaS business, many companies utilize spreadsheets, disconnected systems, and other manual processes to manage their recurring revenue business.

Payment Features 105

Payment Features Outsourced Development SaaS Software Review 105