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.
Other content in this Stream
What it Really Means to Build a Customer Culture
Whether you call it customer centricity, customer obsession, or customer focused, putting the customer at the center of your company is the right business approach. In order to be customer centric,
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.
Introducing Totango DNA-CX - The Heart of Zoe
At Customer Success Summit 2017, we introduced the world to Zoe™. Zoe opens up customer success to the entire company and makes it everyone’s business. The data technology behind Zoe is what makes it
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.
Best Practices on Driving High Product Adoption
Learn more about Totango's latest innovation in customer success!
Best Practices on Customer Journey Mapping
The Definitive Guide to Buying a Customer Success Platform
Thinking of buying a Customer Success software solution? This comprehensive guide lays out the 5 "must-have" components to evaluate for your growing SaaS organization.
Six Guiding Principles of Great Customer Success
How do best-in-class companies approach Customer Success? They don’t simply repackage things they’ve been doing and expect a different outcome. Totango has distilled this down to 6 guiding principles
2015 Customer Success Salary & State of the Profession Report
Customer Success as a profession is going through a meteoric rise. This was evident in the most recent Customer Success Salary & State of the Profession Report.
The OMG! Way of Managing Customer Success Teams
In this 30-minute webinar, learn how to (O)rganize, (M)easure, and (G)enerously Compensate your customer success managers. Omer Gotlieb, Totango’s Chief Customer Officer, will share 4 metrics that ali
The State of Customer Success: 2015
In this joint TSIA and Totango research paper, we explore the survey results grouped into these 4 areas: the Customer Life Cycle, Defining the Charter, Staffing Customer Success, and Technology.
ROI Metrics: The best way to measure Customer Success
How do you measure Customer Success? This guide will show you what metrics to use to prove ROI with y our Customer Success efforts.
White Paper: Your 90-Day Plan for Starting Customer Success
Here are the steps you should take in the first 90 days to fully understand your role, your team & your business.
The 5 traits that separate a GOOD CSM from a BAD CSM
The growing focus on Customer Success and the important role it plays in...
Lessons from Unbounce: How to grow a Customer Success team
Unbounce is a high-growth, self-serve, landing-page creation, testing and...
Making the Customer Journey Work - 3 Critical Processes
Do you have a defined customer journey at your company? One major step of customer acquisition and retention improvement is often found by looking inwardly. With a strong customer experience departmen
Customer Success: Going Beyond the Old CRM Model