Customer Success Metrics That Matter to InvestorsÂ
SaaSOptics
SEPTEMBER 29, 2021
We partnered with Fulcrum Equity Partners to get the inside scoop from investors on which customer success metrics they look for and why.
The End of Customer Success As We Knew It
SaaStr
DECEMBER 23, 2023
So I think 2023 may mark The End of Customer Success as We Knew It. The Massive Push to Efficiency As almost every public SaaS company got cash-flow positive and radically more efficient, and most startups had to stretch their dollars much further — customer success took a lot of the brunt. What happened? Just This Week.
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Why NRR is Probably The Wrong Core Metric for Your Customer Success Team
SaaStr
APRIL 28, 2022
So don’t get me wrong — NRR is a Top 3 Metric for any SaaS company. Especially after interviewing 50+ customer success managers over the past few years. Or logo retention as a metric can work as well, especially in B2D and other models that grow a lot over the year on their own. And high NRR is a gift.
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Unlocking Customer Success: Top SaaS Customer Engagement Metrics to Monitor
SaaS Metrics
JULY 5, 2023
However, measuring customer engagement objectively can be tricky and you cannot leave everything on subjective analysis. The good news is that there are plenty of metrics you can track to gauge customer engagement and that’s.
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Should Customer Marketing Align with Customer Success?
Advertiser: Vanilla Forums
With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes.
Customer Success and finance: 8 metrics to build closer alignment
ChurnZero
JUNE 9, 2023
However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”
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I Was Wrong. NPS is A Great Core Metric.
SaaStr
DECEMBER 4, 2022
It created a lot of discussions and was more controversial then — that NPS was a great core metric. And most segment it across customer size or other segments. Back then, I wrote that when I was a SaaS founder, I thought Net Promoter Score (“NPS”) was a somewhat dumb, Big Company metric. Who’s right?
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7 Top Trends in Customer Success to Learn From, and Maybe Emulate
SaaStr
JULY 21, 2021
Nick Mehta, CEO of Customer Success leader Gainsight, recently did a short post above on his Top 7 takeaways talking with customer success leader for the first time in-person in a long time. Many have NRR as a top-level company metric. I love having NRR be the #1 metric for Customer Success.
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The top 9 customer success metrics for 2024
ChurnZero
DECEMBER 19, 2023
Metrics are the language of business. Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Customer lifetime value (CLV). Net revenue retention (NRR).
The crucial nuance behind seven top Customer Success metrics for SaaS companies
ChurnZero
FEBRUARY 14, 2023
Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. Dave has a long and tenured history serving in roles including CMO, and later, CEO.
Forget Support — Optimize for Full Funnel Customer Success
FastSpring
JANUARY 26, 2024
With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.
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Customer Retention Management: Benefits, Metrics, Strategies, and Examples
User Pilot
APRIL 10, 2024
Effective customer retention strategies enhance customer satisfaction , turning repeat customers into brand advocates who attract new customers through positive word-of-mouth. Other retention metrics to track include product stickiness, customer lifetime value, expansion MRR, and NPS scores.
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How Customer Success Can Use Metrics to Better Engage Investors and Boards
ChurnZero
FEBRUARY 4, 2022
Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.
How to Transform Customer Success Into a Profit Center with Metrics and Forecasting
ChurnZero
JANUARY 6, 2022
Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Not so much.
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Mastering the Art of Complex B2B Recurring and Subscription Billing: Overcoming Customer Success Complexities
Blulogix
MARCH 24, 2024
By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Overcoming Customer Success Complexities Take your business further with BluIQ’s flexible, scalable, enterprise-grade intelligent billing solutions. Recurring & Usage Billing Navigating the Maze of Customer Success: 1.
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11 Product Performance Metrics SaaS Businesses Should Monitor
User Pilot
JANUARY 28, 2024
Tracking relevant product performance metrics allows you to assess how successful your product is at satisfying user needs and achieving business goals. What metrics should you track though? Our guide covers 11 key performance metrics to analyze at different stages of the customer journey. Let’s dive in!
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20 quick insights on Customer Success and SaaS metrics with Dave Kellogg
ChurnZero
MARCH 31, 2022
Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.
Customer Success Models: How to Choose the Right One for Your SaaS?
User Pilot
JANUARY 22, 2024
What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.
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Increase Customer Success with Equivalent Metrics
TriTuns
JANUARY 15, 2020
Developing equivalent metrics is essential for getting people to adopt your software! People and organizations are obsessed with data and metrics to “prove” results. What is the point of having data and metrics if you don’t use them to make better decisions and take action? Metrics Need to Change Behavior.
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SaaS KPI Dashboard: Components, Metrics, and Examples
User Pilot
JANUARY 15, 2024
With an abundance of product analytics to track, having a robust SaaS KPI dashboard is essential to monitor the metrics that matter most. TL;DR A SaaS dashboard can be used to track important metrics and key performance indicators. Your custom SaaS dashboard should provide actionable data and be as automated as possible.
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Q&A recap: crash course in Customer Success and SaaS metrics with Dave Kellogg
ChurnZero
MARCH 18, 2022
With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,
The crucial nuance behind seven top Customer Success metrics for SaaS companies
ChurnZero
FEBRUARY 14, 2023
Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.
5 Essential Types of Product Metrics to Track For SaaS [+ Metric Lists]
User Pilot
JUNE 26, 2023
Want to track the different types of product metrics to get product growth insights ? Product metrics are critical for product growth managers to develop the right product strategies and drive continuous value for customers. However, it isn’t easy to choose the right product metrics from the many SaaS metrics available.
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Crash Course in Customer Success SaaS Metrics: Appearance on the ChurnZero podcast.
Kellblog
MARCH 17, 2022
Gross revenue retention rate, and why it’s gathering steam as an important metric. Net revenue retention (NRR), aka net dollar retention (NDR) for those who work only in dollars, which is probably the hottest SaaS metrics after ARR and ARR growth. Benchmarks for many of these metrics from the KeyBanc 2021 SaaS Survey.
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Expert tips to unlock business growth with customer success operations
Totango
JANUARY 2, 2024
In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. Need help getting started?
How Customer Success teams can nail their renewal forecast
ChurnZero
MAY 25, 2023
Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. Below are recommended metrics to consider.
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9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track)
Groove HQ
JUNE 3, 2020
Nine real customer success strategies we use at Groove, along with templates to set them up yourself. The post 9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track) appeared first on Groove Blog.
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Customer Success Workflow: A Complete Guide for SaaS
User Pilot
MAY 5, 2023
Without a clear customer success workflow, your output can easily become chaotic. Since customer success is a relatively new career, CSMs tend to take on tasks from sales, support, and product marketing—which is often more than they can handle. What is a customer success workflow?
Value Metrics Guide for SaaS Companies
User Pilot
MAY 16, 2023
What are value metrics? We also examine a few examples of how companies use value metrics in their pricing strategy. TL;DR Value metrics are the features of a product that customers associate with its value and are happy to pay for. To identify your value metrics look at your product use cases. Why do they matter?
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5 of the Most Revealing SaaS Customer Success Metrics
Cobloom
AUGUST 5, 2019
Whether you're trying to retain more customers or accelerate new customer acquisition, your customer success strategy needs to start with the right performance metrics.
5 of the Most Revealing SaaS Customer Success Metrics
OPEXEngine
APRIL 14, 2020
Whether you’re trying to retain more customers or accelerate new customer acquisition, your customer success strategy needs to start with the right performance metrics. 1) CUSTOMER CHURN RATE. The post 5 of the Most Revealing SaaS Customer Success Metrics appeared first on OPEXEngine.
What is Customer Success enablement?
ChurnZero
JUNE 21, 2022
You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.
FinTech Onboarding: 13 Best Practices for Customer Success
User Pilot
JANUARY 11, 2024
Identify key metrics for satisfaction and engagement, and check to ensure you’re hitting your targets. Constantly monitor and improve onboarding metrics Finally, after setting up your onboarding processes, you must keep an eye on it to ensure it functions correctly. Monitor customer satisfaction and retention with Userpilot.
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8 Important Customer Satisfaction Metrics to Monitor Sentiment
User Pilot
APRIL 11, 2024
If you’re not tracking customer satisfaction metrics, you’re probably losing customers every day, and you don’t even realize it. But customer satisfaction is a huge domain, with myriads of product engagement touch points to track – where do you even begin?
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Is Your Customer Success Team Tracking These 7 Metrics
OPEXEngine
MAY 10, 2021
In fact, attracting, retaining, and establishing profitable long-term relationships with customers is even more important for SaaS companies because it’s the key to the recurring revenue model they’re built around. A company’s net promoter score is an indication of how many of its customers are active promoters of its product.
Why High Usage Doesn’t Guarantee Customer Success
Sixteen Ventures
SEPTEMBER 6, 2023
You’re feeling pretty good about your customer engagement metrics. Something doesn’t add […] The post Why High Usage Doesn’t Guarantee Customer Success appeared first on Customer-centric Growth by Lincoln Murphy. But hold on. Your churn numbers are still concerning.
Customer Success Strategy: 15 Actionable Tactics to Drive SaaS Growth [+ Examples]
User Pilot
APRIL 18, 2023
In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?
Customer Adoption: Benefits, Metrics, and Effective Strategies
User Pilot
MARCH 27, 2023
How do you increase customer adoption to grow your product ? In this article, we cover the benefits of increasing adoption and the metrics you should be tracking. Plus, learn the proven strategies that help SaaS companies increase their customer adoption rates. Promote new features with in-app messages.
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The seven steps of a successful customer success book shift
ChurnZero
MARCH 14, 2024
Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.
The Real Reason Your Company Invests in Customer Success
Sixteen Ventures
AUGUST 14, 2022
The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. NRR, if you’re not familiar, is a simple metric to understand, but actually quite complex and convoluted to implement in practice. Thus the premium placed on NRR as a valuation metric.
12 Go-To-Market (GTM) Metrics You Should Track for SaaS
User Pilot
NOVEMBER 28, 2023
What GTM metrics should you track as a product marketer? That’s why we’re going to show you 12 of the most important product analytics metrics that you’ll need in order to measure your product success. They can reveal customer interactions, patterns, and preferences. What are go-to-market metrics?
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What skills do customer success professionals need in 2024?
ChurnZero
JANUARY 25, 2024
How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.
The top five Customer Success webinars of 2022 from ChurnZero
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?
May 26 – Customer Success Jobs
SmartKarrot
MAY 26, 2023
Role: Customer Success Manager Location: Nashville, TN, United States (Remote) Organization: Luma Health As a Customer Success Manager, you’ll function as the client’s first point of contact as they explore Luma Health’s solutions and offerings. Takes initiative and identifies potential issues.
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