Totango

AUGUST 21, 2020

SC: Health scoring is a good example of this, however all of the data / KPI definitions can be a good example. KPI definitions were and continue to be a significant part of our data structure. Q: When you think about risk how do success managers identify changes in customer behavior at scale?

Innovation 115

Innovation Customer Success SaaS Payments Payment Services 115

Totango

APRIL 5, 2022

Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. For example, customers who respond with a high NPS score may receive an upsell offer, while customers who respond with a low score may trigger actions to improve satisfaction. What Is NPS Software?

Software 101

Software Branding Customer Success Retention 101

User Pilot

MAY 8, 2023

Product challenges Product health metrics are one of the most important KPI sets to track when running SaaS businesses. Regular feature audits , in-app behavior tracking, and UX analysis are all effective methods of measuring how your product is performing — which itself is key to making the right data-led optimizations moving forward.

Software Review 92

Software Review Outsourcing Services SaaS Sales Hiring 92

Neil Patel

OCTOBER 7, 2021

These cookies can help marketing teams understand user behaviors and ad performance, but they may feel like an intrusion of privacy for many users. Here’s an example from Google. Cost per acquisition is another important KPI you need to consider to ensure your ad campaigns are profitable in the long run.

Marketing 123

Marketing AI Search Advertising Social Media 123

Totango

OCTOBER 23, 2020

For example, your CS team should know if a client is part of a paid account so that CSMs can adjust messaging accordingly and promote the appropriate benefits. Demographic and behavioral data. Identify Key Performance Indicators (KPIs). Expectation Setting. Contract and transactional data. Support tickets and status updates.

Onboarding 71

Onboarding Underperforming Technical Team Scale Systems Review 71

SaaStr

DECEMBER 26, 2019

At Sunrise for example, we had a 1 million monthly active users, so we were not about discovering who our customer was or how to speak to them. Alice : An example that I can give is right now we’re really focused on building a community around what we’re building. What would you do the same? Based on the analysis.

Sales Hiring 153

Sales Hiring Payment Methods Payment Solutions Marketing 153

User Pilot

OCTOBER 3, 2023

Consider both leading (future-oriented) and lagging (past outcome-based) indicators for the KPIs. Regularly evaluate the KPI’s relevance and ability to offer actionable insights. This KPI offers insights into the initial phase of customer interactions and the visibility of your presence to customers.

Customer Lifetime Value 96

Customer Lifetime Value Social Media Software Review Systems Review 96

User Pilot

JULY 26, 2022

Customer retention rates, customer lifetime value, customer churn rates, and Net Promoter scores are some examples of retention KPIs. Why is tracking retention KPIs important? 10 Customer retention KPIs and metrics to measure retention. Retention KPI #1 Customer retention rate. Monthly Recurring Revenue.

Retention 80

Retention Metrics Customer Lifetime Value Churn 80

SmartKarrot

JULY 22, 2022

If you are a new CSM who wants to learn the calculation of ROI of customer education, then this blog is specifically designed for you! When you talk to leaders of different departments of your organization, you will know that dozens of metrics are used repeatedly to see customer behavior and judge your business performance.

Education 10

Education Investment Customer Success Social Media 10

Neil Patel

MAY 14, 2021

This could be anything from a blog post to a short ad. For example, maybe you decide you want a social media post advertising a new yoga class. I’ll give you an example. For example, if you run an online store, Copysmith can generate a whole FAQ section for you plus unlimited product descriptions. Why is this a drawback?

AI Search 143

AI Search AI Scale Social Media 143

User Pilot

JANUARY 23, 2023

In this article, we’ll discuss everything you need to know about customer success OKRs, including 20+ examples of how they can be used effectively. Customer success OKRs vs. KPIs People usually confuse OKRs with KPIs , so let’s quickly figure out the difference and learn from examples. ” KPI vs. OKR.

Customer Success 76

Customer Success Software Review Onboarding Systems Review 76

User Pilot

JANUARY 31, 2023

In this comprehensive guide, we’ll break down underlying customer activation strategies and actionable strategies, specific onboarding tools , and techniques, and tangible examples to learn from. Here’s an example of an Activation Playbook you might want to adapt to your use case. What are you waiting for?

Strategy 91

Strategy SaaS Software Review Onboarding 91

Totango

DECEMBER 15, 2020

In this blog, you’ll learn: Why customer success is so important. For example: During the lead acquisition stage, success can mean that your website provides your visitors with the information they were looking for when they searched on the term that led them to your site. How customer success drives customer experience.

Customer Success 111

Customer Success Payments Payment Methods Payment Solutions 111

Totango

MAY 24, 2022

In this blog, we’ll talk about why CRM features alone aren’t sufficient for an effective CS strategy. Tracking customer progress toward KPI goals. Leveraging KPI data to trigger automated and manual workflows that promote successful outcomes in accord with best practices. Promoting upgrades from freemium to premium products.

Customer Success 89

Customer Success Forecasting Retention Data Analysis 89

Chart Mogul

JANUARY 8, 2020

For example, users can extend their free trial of our premium Leadfeeder product when they share it with their network. 4: Monitor user behavior metrics. Think about user behavior metrics from two different angles. As a word of warning, try not to overcomplicate marketing KPIs (key performance indicators) around lead generation.

Sales Hiring 103

Sales Hiring Sales Acquisition Retention 103

User Pilot

JANUARY 15, 2021

It’s the tools and methods you use to understand user behavior within your app. Product Anaytics allows you to understand the behaviors that drive all the metrics that matter. This blog from Semetic has a nice illustration of this point: Source: mixpanel.com. If it generates revenue, then revenue should definitely be a KPI!

SaaS Payments 63

SaaS Payments Payment Solutions Payments Underperforming Technical Team 63

User Pilot

JANUARY 16, 2023

That said, you don’t have to limit this KPI to new features since even older features in your product may be underperforming in the time-to-adopt department. For example, product managers who use your software don’t need to know about features that aren’t relevant to their JTBD. Activated: Give a quick win.

Software Review 86

Software Review Onboarding Metrics Churn 86

OPEXEngine

AUGUST 3, 2021

The Covid-19 pandemic and subsequent lockdowns accelerated some of these trends, compressing several years’ worth of shifts in digital behavior into months, as well as intensifying cost and liquidity pressures on many industries. One example is Nielsen Global Media. Inadequate technology and data.

Telecommunications 52

Telecommunications Finance Forecasting Machine Learning 52

SaaStr

AUGUST 5, 2020

A lot of founders will easily raise money and start a company, have product-market fit, but in a downmarket, the profile of people who are going to thrive will be different, and I’ll give a little bit of an example and talks a little bit about that. One example where I want to start with is how does supply chain work?

Technical Review 147

Technical Review Payment Methods Travel Development Team Review 147

SaaStr

JULY 1, 2021

For example, a big thing for us is what we call ownership mindset. Josh : I can give a tactical example. When we do all hands meetings, we go through every KPI, every metric, ARR, margin, with every Gustee. That can definitely help. ” There’s this great analogy of drivers versus passengers. Sam : No problem.

VP of Engineering 276

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 276

Chart Mogul

JANUARY 8, 2020

For example, users can extend their free trial of our premium Leadfeeder product when they share it with their network. 4: Monitor user behavior metrics. Think about user behavior metrics from two different angles. As a word of warning, try not to overcomplicate marketing KPIs (key performance indicators) around lead generation.

Sales Hiring 52

Sales Hiring Sales Acquisition Retention 52

The Marketing & Growth Hacking Publication

APRIL 8, 2019

For example, eMarketer notes that mobile video ad spending in the US is forecast to increase from $16 billion this year to almost $25 billion in 2022. Their three-step approach is clear and example driven, with an emphasis on retention and LTV. 7 Must-read Mobile Growth eBooks 1. Iterable has singled out 50 major U.S.

Mobile 40

Mobile Growth Hacking Underperforming Technical Team Advertising 40

OPEXEngine

JANUARY 24, 2023

The company’s integrated AI recommendation engine, for example, is now capable of making nuanced and dynamic personal suggestions to keep its customers engaged. They’ll rely on gig workers to match talent demand, for example, and develop systems for effective remote working. Early indicators suggest that these moves are successful.

VP of Engineering 52

VP of Engineering Underperforming Technical Team Traceability Scale 52

Mucker Capital

APRIL 6, 2023

If you have a very complicated product–for example you sell AWS or you sell Snowflake–those are infrastructure products. Another dimension I would think about is whether your product has an individual use case or if it's only used by a company (for example Okta). For example, Amplitude is a product analytics software.

Startup 52

Startup Scale CTO Hire Outsourced Development 52

ChurnZero

FEBRUARY 23, 2021

When based on the right mix of behavioral- and event-based criteria, these leading indicators predict so much more. A: Yes, especially if customers are using, for example, completely different products, it might make total sense to have completely different health scores. Read the blog with key takeaways (plus infographic).

Revenue 80

Revenue Churn Benchmarks Metrics 80

SaaStr

FEBRUARY 22, 2019

Can I ask, is it the CEO’s responsibility then, you as the CEO of Gainsight, is it the CEO’s responsibility in maybe more traditional companies to make customer success a more pivotal KPI for their CMOs? I think it’s one thing the industry … I actually read a blog post about this. Nick Mehta: Absolutely.

Sales Hiring 120

Sales Hiring Customer Success Scale Sales Recruiting 120

Hacking Revenue

FEBRUARY 26, 2016

Having a face, a story and values, even if your product is only a blog (ahem, ahem) or a simple tool, is as important as the product itself. Growth requires highly analytical planning based on heuristics, hypothesis articulation, setting cold KPI, accurate execution and consistent optimization based on the data. Probably even more.

Outsourcing Services 53

Outsourcing Services Branding Outsourced Development Scale 53

Chart Mogul

MAY 4, 2018

Michaela maintains that aligning people around account expansion is very important because it drives the correct behavior and culture. As an investor, one goal is to get entrepreneurs to have a clear understanding of this — getting them to focus on one KPI that leads the company forward. Today, Movable Ink is about a 200-person team.

Underperforming Technical Team 40

Underperforming Technical Team Churn Systems Review Engineering 40

GetUplift

FEBRUARY 1, 2019

My problem with persona is similar to what you just said Sophia, is that a lot of it is kinda divided into two, you’re either gonna get the technical persona, which is this device with geographical location, this is how old they are, this is how much they’re making, so it’s a lot of behavioral data.

Social Media 40

Social Media Technical Review Interviewing Technical Advisors 40

SaaStr

MARCH 31, 2024

They need to inform behavior of your company, and they need to inform who you hire, fire, promote, grow, and celebrate your organization, daily. Katie Burke : So, I would encourage all of you to start now, thinking about the fact that homogeneity will be as viral at your company as any blog post you ever write. How do you measure it?

Part-Time CTO 271

Part-Time CTO CTO Hire CTO Coach CTO 271