Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to better understand the key performance indicators used by SaaS companies to run their business. For the 2016 SaaS Metrics survey report, we have added several questions based on the comments and responses over the years. New topics covered this year include company spending on customer retention and the definition/measurement of customer health.
Guide to Successful Customer Onboarding
The first 90 days will decide the fate of your implementation. Make sure you are following our best practic...
Other content in this Stream
Zoe: A How-To Guide for Company-Wide Customer Success
Zoe is a conversational interface that gives access to customer data to any employee and allows them to participate in cross-functional, proactive customer impacts.
Forrester Guest Webinar: Disrupting the Traditional Approach To Customer Centricity
New technology is changing the game in how companies achieve a customer-centric culture. Hear from guest Kate Leggett, VP Principal Analyst from Forrester Research, Inc.
Guide to Successful Customer Renewal and Upsell
2016 Customer Success Salary Survey & State of the Profession Report
The 2016 Customer Success Salary Report surveyed 1000 respondents to establish industry benchmarks for Customer Success professionals regarding compensation trends, the growth and maturity.
Guide to Successful Customer Onboarding
The first 90 days will decide the fate of your implementation. Make sure you are following our best practices to ensure a smooth onboarding for your customers.
6 Secrets of Great Customer Success
Learn from Customer Success leaders about the top 6 secrets for great Customer Success.
Understanding the Financial Health of your Subscription Business
Industry leaders, Zuora and Totango, present which metrics truly give an accurate picture of the health of your subscription business. Which metrics should you calculate and optimize on - ARR, GEI, CR
Customer Success: Play to Win - Customer Success Summit 2015
Customer Success Summit 2015 Keynote presented by Guy Nirpaz, CEO and Co-Founder of Totango. Learn about the importance for Customer Success organizations to go beyond just reducing customer churn. Co
The Missing SaaS Metric: Customer Retention Cost Report
The Customer Retention Cost (CRC) and the CRC Ratio help assess and benchmark customer retention efforts in the industry.
Staying Innovative with Customer Success
Guy Nirpaz, CEO & Co-Founder of Totango, describes three ways to be innovative: 1 – collecting the right data about your customers and creating signals for customer health 2 – removing the friction p
Top 12 Reasons Customers Churn
Learn the top reasons that customers churn and how you can proactively work to prevent it and increase upsell.
A CCO’S Framework for Customer Success Maturity
Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand what maturity stage you are at. #CS101
From CMO to Chief Customer Experience Officer – shifting gears to meet customer needs
The SaaS industry is changing in regards to understanding customer to provide personalized experiences to each. See how enterprise companies are shifting gears to meet customer needs.
The ‘Blowfish Effect': Look like a Big Fish in a Big Pond
Leyla Seka, SVP and GM at Desk.com, gave a great session, packed with examples, about the top three things you need to do to create “the blowfish effect” and look like a big fish in a big pond.
When Should You Start Investing In Customer Success?
Customer Success technology is an essential investment for any SaaS business — startup or established. We advocate earlier is better, read about when you should invest in Customer Success.
Should Customer Success Report to the CEO?
how entrepreneurs should think about and create the organizational structure of a SaaS company
Customer Success Manifesto