ChurnZero

JANUARY 11, 2024

Most company budgets that earmark dollars for customer success intend for it to go towards headcount. We’ve conducted an annual survey of customer success leaders for four consecutive years. One of the questions we ask is about customer success budget. of revenue. of revenue. of revenue. of revenue.

Headcount 52

Headcount SaaS Leadership Benchmarks 52

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. We can see this development in our recent survey. Leading the charge.

Customer Success 110

Customer Success Churn Enterprise Trends 110

SaaStr

JUNE 24, 2022

Jason did post briefly about the results in two posts ( here and here ), but at SaaStr Europa, he did a deeper dive into 16 of the surveys. High NRR makes Customer Success teams lazy. More here: Why NRR is Probably The Wrong Core Metric for Your Customer Success Team. #7. And 2 Better Ways to Do It Anyway.

Sales Recruiting 204

Sales Recruiting Sales Hiring Scale Customer Success 204

SaaStr

MAY 27, 2022

But 74% of you find your Paid Pilots convert to Paid Customers at the end of the pilot. 41% of you have sales do some customer onboarding, not just CS or other specialists. The related question then becomes do you raise prices on existing customers — or just new customers? Fix this, and watch sales go up. #16.

Sales Hiring 278

Sales Hiring Pricing Scale Interviewing 278

ChurnZero

NOVEMBER 11, 2022

Customer Success is gaining ground, influence, and budget within organizations. Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date. Download your full copy of the 2022 Customer Success Leadership Study here.

Leadership 98

Leadership Trends Customer Success Investment 98

SaaStr

MARCH 7, 2023

A Look Back At 2022 Performance ICONIQ Growth leverages quarterly operating and financial data from 92 enterprise SaaS companies. It’s not a surprise or secret that 2022 was challenging, especially starting the year with 2021 growth expectations. It was a tough growth environment, but it feels like it’s changing in 2023.

Outsourcing Services 164

Outsourcing Services Scaling Venture Capital Forecasting 164

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. Your respondents’ average score can be used to measure customer satisfaction and predict business growth. Delivering your survey through multiple channels, such as your website and email list.

Software 101

Software Branding Customer Success Retention 101

SaaStr

MAY 3, 2023

For a quick rundown, Gainsight is the leading platform for customer success. Their mission is to help companies drive better customer success and improve net retention for businesses through different products like scaling teams, driving better in-app adoption, and building customer communities.

Sales Hiring 169

Sales Hiring Scale Pricing Customer Success 169

ChurnZero

DECEMBER 21, 2022

2022 was a tireless year. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022. 1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? One train can hide another.”.

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

SaaStr

DECEMBER 1, 2021

Furthermore, 55% of companies plan to increase software spending in 2022. Malko explains, “86% of the people we surveyed look to peers and peer reviews to inform their decisions…they say it makes them more confident in their buying process. It is a critical tool to market to your customers.”.

Software Review 231

Software Review SMB Enterprise Software 231

Intercom, Inc.

FEBRUARY 1, 2022

With a new bar set for what is achievable digitally, customer expectations have grown in correlation – particularly when it comes to support, its availability, and the quality of the customer experience. . In fact, 80% of customers are more likely to do business with a company that offers personalized experiences. .

Customer Support 118

Customer Support Scale Trends Investment 118

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

Scale 92

Scale Strategy Technical Review Customer Success 92

Chart Mogul

JUNE 1, 2023

faster than their peers in 2022. In an uncertain market, customer retention is key. Retention is one of the most important metrics when building a successful SaaS business. faster than their peers in 2022. In an uncertain market, customer retention is key. In an uncertain market, customer retention is key.

Retention 90

Retention Metrics Benchmarks SaaS 90

Intercom, Inc.

DECEMBER 28, 2022

We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Well that was quite the year. And breathe!

Technical Review 118

Technical Review Scale ChatGPT Innovation 118

User Pilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? While it’s important to acquire new customers for growth, retaining existing customers is imperative to ensure long-term success. So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates.

Acquisition 94

Acquisition Retention Customer Lifetime Value User Experience 94

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals?

Customer Success 52

Customer Success Management Sales Leadership 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals?

Customer Success 52

Customer Success Management Sales Leadership 52

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmarks 98

Benchmarks Retention Software Review Technical Review 98

SaaSOptics

MARCH 16, 2022

2022 B2B SaaS Trends [Webinar Recap]. That’s why we sat down with SaaSOptics and Chargify executives Caitlin O’Neil, CFO , and Matt Downs, CRO , to weigh in on the biggest trends of 2022. However, 64% of these participants considered expansion into new pricing models in 2022. Trends in Billing and Pricing .

Trends 98

Trends B2B Scale Payment Features 98

OpenView Labs

JANUARY 13, 2022

This year we look back at 2021 and forward to 2022, measuring how our past predictions have stood up to another tumultuous year and laying out what you can expect in 2022. Science, conscious consumers, and next-gen founders will drive ESG’ innovation in 2022. Join Steven’s research, take a short survey Growth Strategies in 2022.

Pricing 82

Pricing Payment Services SaaS Payments Payment Solutions 82

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

Compensation 52

Compensation Customer Success Trends Management 52

User Pilot

JULY 24, 2023

We provide a product launch checklist to ensure you launch successfully and consider examples of successful SaaS product launches. Measure the success of your launch by tracking relevant product metrics. A successful product launch is planned ahead of time, in coordination with the product, marketing, and sales teams.

ChatGPT 94

ChatGPT Social Media AI Market Research 94

CustomerSuccessBox

DECEMBER 9, 2021

Check your calendars, 2022 is just around the corner! This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is a tricky department because it does not yield instant ROI. Customer Satisfaction Score (CSAT).

Customer Success 52

Customer Success Benchmarks Churn Scale 52

Intercom, Inc.

JULY 26, 2022

And the key to business resilience in 2022? Excellent customer experience. Recent research from Harvard Business Review Analytic Services reveals that 88% of survey respondents believe that customer engagement has a significant impact on their organization’s bottom line. Now multiply that 2.5

Payment Methods 118

Payment Methods Payment Solutions Payments Payment Services 118

Sales Hacker

OCTOBER 28, 2022

I recently had the genuine pleasure of attending Scott Ingram’s 2022 Sales Success Summit. What is the Sales Success Summit? The speakers, drawn from Scott Ingram’s Sales Success Stories podcast , are the #1 top sellers (or in the top 1% of sellers) in their companies. Sales Success Summit 2022: Big ideas and takeaways.

Sales 84

Sales Enterprise Consulting Branding 84

Sales Hacker

FEBRUARY 17, 2022

As we begin 2022, B2B buyers are more digitally inclined than ever. In 2019, B2B buyers ranked access to self-service tools as the most important factor in a positive customer experience, according to a survey by B2BecNews. What sales investments should you focus on in 2022? Where’s the best place to begin?

Scale 89

Scale Investment Sales Forecasting 89

Intercom, Inc.

DECEMBER 20, 2022

 We’re not going to lie, 2022 was a challenging, nerve-racking, gripping beast of a year, but here we are at the end of it – and there’s plenty to be thankful for. Catherine Blackmore , Global Vice President of Customer Success and Renewals at Oracle. This is our last episode of 2022. I’m Liam Geraghty.

VP of Engineering 118

VP of Engineering Technical Review Software Review Scale 118

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! CustomerSuccessBox.

Customer Success 52

Customer Success Scale Technical Review AI Search 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. You’ll also be able to grab the full report in early November 2022.

VP of Engineering 52

VP of Engineering Customer Success Scale Underperforming Technical Team 52

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. Here’s what they achieved, and how they did it.

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Customers are looking more and more to their peers before considering a purchase.

Software Review 118

Software Review Trends Software Marketplace as a Service 118

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

User Pilot

MARCH 23, 2022

Is there such a thing as NPS survey best practices? If you want to measure customer loyalty and user sentiment in general, following NPS best practices is a must. There’s much more to NPS than sending users a customer feedback survey. The 2022 NPS benchmark for SaaS is 41. The short answer is YES.

Scale 97

Scale SaaS Software Review Benchmarks 97

SaaSOptics

FEBRUARY 13, 2022

Getting SaaS Accounting and Financial Operations Right in 2022. Based on a 2019 survey, Gartner forecasts that eighty-four percent of new software will be delivered as SaaS , and this percentage is expected to increase as existing providers transition to a subscription-based model. And this trend will continue.

Payment Features 105

Payment Features Outsourced Development SaaS Software Review 105

Neil Patel

FEBRUARY 20, 2023

The average customer makes at least two transactions online every day , according to PYMNTS. I conducted a survey of 1,000 people to gain insights into their online shopping behaviors, so I can inform you of what similar trends you can expect to see in 2023. Let me guess: you bought something online today, didn’t you? I’m not judging.

Payment Methods 81

Payment Methods Trends Social Media Technical Review 81

Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. The difference between the customer experience with Monzo and the traditional card issuers was night and day.”. 1 obstacle for these executives.

Customer Support 216

Customer Support AI Search Banking Airlines 216

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses.

Benchmarks 52

Benchmarks Retention Software Review Technical Review 52