User Pilot

SEPTEMBER 29, 2023

Product managers generate these by looking at key metrics and trends in the market or gathering user feedback from existing products. Tools like Google Trends and other industry publications can help point you in the right direction. Monitor interest in certain topics over time with Google Trends.

Development 105

Development Software Review Sales Recruiting Technical Review 105

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why.

Customer Success 98

Customer Success Technical Review Systems Review Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why.

Customer Success 97

Customer Success Technical Review Systems Review Metrics 97

Chart Mogul

JUNE 1, 2023

In an uncertain market, customer retention is key. So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business. In an uncertain market, customer retention is key. What is customer retention?

Retention 90

Retention Metrics Benchmarks SaaS 90

Totango

OCTOBER 27, 2021

For instance, try including relevant metrics, KPIs or trends in your email that recap the challenges they started out with and how far they’ve come (i.e. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 93

Customer Success Engagement Communication Metrics 93

User Pilot

MAY 14, 2024

In this article, you will learn about the main benefits of custom product analytics dashboards and how to create them in Userpilot. TL;DR Userpilot custom analytics dashboards allow you to display multiple reports in one place. This means you can access all relevant metrics without switching between tools or reports. Guess what?

Onboarding 103

Onboarding Churn Trends Retention 103

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Customer Success 98

Customer Success Technical Review Scale Compensation 98

Totango

OCTOBER 27, 2021

For instance, try including relevant metrics, KPIs or trends in your email that recap the challenges they started out with and how far they’ve come (i.e. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 73

Customer Success Engagement Communication Metrics 73

Totango

OCTOBER 27, 2021

For instance, try including relevant metrics, KPIs or trends in your email that recap the challenges they started out with and how far they’ve come (i.e. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 62

Customer Success Engagement Communication Metrics 62

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. When you think about the opportunity for partnership between marketing and CS, it’s how you can retain that customer and increase their lifetime value.

Scale 94

Scale Customer Lifetime Value Acquisition Customer Success 94

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Technical Review Systems Review Compensation 93

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. Customer Success Skills. Data Management.

Interviewing 72

Interviewing Customer Success Sales Hiring Scale 72

SaaStr

JUNE 7, 2023

After the company hit $1M ARR, they began to see a healthy, upward trend. Blosser explains, “If you think about WorkRamp and traditional startup advice, we ignored that. WorkRamp invested a lot in its customer success team, contributing to the gross margin. Sometimes it can take longer.”

Scale 194

Scale Scaling SMB Marketing 194

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. As we enter another year, Customer Success is poised to be more sophisticated. Create a Value Framework.

Customer Success 52

Customer Success Software Review Systems Review Technical Review 52

Baremetrics

JUNE 2, 2021

“Do customer success” is the startup equivalent of “eat less and exercise.” Of course, you’d like to talk to each individual customer and make them successful. But dedicated customer success teams are a privilege of bigger SaaS companies. And we don’t mean a 2-minute explainer animation.

Customer Success 89

Customer Success Scale SaaS Social Media 89

ProfitWell

APRIL 17, 2020

It's in the best interest of every SaaS company to ensure its customers are able to understand and make the most of its products. The best way to do that is with a thorough customer success program. What is a customer success program? Are you prioritizing customer success?

Customer Success 61

Customer Success Churn SaaS Payments Payment Solutions 61

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Customers will respect and trust you infinitely more when you’re upfront with them.

Customer Success 98

Customer Success Scale SaaS Finance 98

Chart Mogul

MARCH 23, 2023

Are you effectively expanding revenue from your existing customer base? If you’re unsure, check your retention metrics. Gross revenue retention (GRR) and net revenue retention (NRR) are the key metrics to understand how well … How good is your business at retaining customers?

Retention 52

Retention Metrics Revenue Scale 52

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success Sales Hiring Artificial Intelligence Transportation 64

Payrix

MAY 14, 2024

What metrics are used to demonstrate a software company’s strength and success? Adam explains that ultimately a CRO is challenged to show that the business is experiencing high growth and is efficient and profitable. And so, as that happens, really thinking about how to get more share of wallet from your existing customer base.

Payments 130

Payments Payment Services Payment Solutions SaaS Payments 130

ChurnZero

JUNE 12, 2020

Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

Valuize Consulting

NOVEMBER 5, 2021

Net Dollar Retention (NDR) is the most important business metric that SaaS companies should be tracking. Engaging in a conversation that explains the performance, trends and actions helps the board members understand whether the performance is a one-time hit or a trend that they can predict and expect for future performance.

Scale 52

Scale Metrics Forecasting Leadership 52

SaaStr

MARCH 17, 2020

“Pendo for Startups” gives companies access to the product usage data that today’s investors consider alongside business metrics as they vet deals, as well as sentiment and guidance tools to improve product usage and adoption. Blissfully unveiled their SaaS Trends 2020 report, hitting on a few highlights in the virtual presentation.

Sales Hiring 197

Sales Hiring Scale Payment Features Marketplace as a Service 197

Totango

APRIL 26, 2019

Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product. Why it Matters.

Onboarding 91

Onboarding Metrics Customer Success Benchmarks 91

CustomerSuccessBox

APRIL 19, 2022

From marketing to customer support to even customer success. Most of the tools that businesses have been using these days generally provide analytics reporting to evaluate customer engagement trends for the touchpoints that are managed by that tool. Customer Experience Teams. Awareness & Acquisition.

Scale 52

Scale Metrics Underperforming Technical Team Customer Lifetime Value 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Revenue 92

Revenue Sales Customer Success Technical Review 92

SaaStr

APRIL 4, 2019

And whether they want to know more about security or scalability or automation or AI, the customers are really demanding that the vendors are coming to market with answers to these questions. Can you speak to what you’ve seen with this and how Google is really accommodating these requests from customers as well as partners?

Cloud 171

Cloud Scale Trends Machine Learning 171

ChurnZero

NOVEMBER 30, 2021

When applied to the field of Customer Success and Customer Success skills , it means possessing skills that aren’t too technical, but also aren’t too service-oriented. This can be more difficult than it sounds, especially with the recent evolution of Customer Success. They should hit a happy medium.

Technical Advisors 52

Technical Advisors Customer Success Technical Review Sales Hiring 52

User Pilot

MARCH 29, 2024

These tools analyze the effectiveness of the change according to the set metrics, allowing teams to optimize conversion and retention. Uses quote-based pricing and includes enterprise features such as custom roles, permission management, premium integrations, priority support, activity logs, security audits, and SOC 2/GDPR compliance.

Social Media 105

Social Media AI Retention Pricing 105

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word. Customer Success is a relationship-driven function,” says Anna. “We

Customer Success 59

Customer Success Leadership Churn Finance 59

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. What was particularly great to see was the amount of Customer Success content that was structured into the programming.

Technology 74

Technology Customer Success Sales Recruiting Sales Hiring 74

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Technical Review Management Sales Hiring 59

User Pilot

JANUARY 31, 2024

This article explains: What user behavioral analysis is Why it’s important The key steps in the analysis process Different types of analyses Let’s dive right in! Next, select a set of metrics relevant to your goals. You need a North Star metric as well as a set of supporting metrics for granular insights.

User Experience 52

User Experience Trends Forecasting Onboarding 52

User Pilot

JANUARY 9, 2024

Study behavior trends to highlight any UX designs users avoid. Use qualitative data, such as user surveys, usability testing, session recordings, and heatmaps, to answer why the trends exist. Goal setting helps narrow down what sort of data to collect and what metrics to track. Put it all together in a shareable UX audit report.

Software Review 105

Software Review SaaS Interviewing User Experience 105

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. YMT: Let me quickly explain the rule of 40. ” Takeaway 3: Start fixing your GRR as you grow older.

Benchmarks 52

Benchmarks B2B SaaS Technical Review 52

User Pilot

MARCH 5, 2024

This article also explains: Why it is important to visualize conversion data. TL;DR Conversion funnel visualization is a graphical representation of how customers move across various journey stages. They are used by marketing , sales, product , and customer success teams to evaluate the effectiveness of their processes and strategies.

Trends 100

Trends User Experience Onboarding Sales Funnel 100