A survey of 257 executives at SaaS companies about key performance indicators used to run SaaS businesses.
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Guide to Successful Customer Nurture
Customers will spend most of the customer lifecycle in the customer nurture stage. Known as the growth stage or adoption stage, nurture begins at the point of first value through customer renewal.
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.
Guide to Successful Renewal and Upsell
Learn best practices for successful customer renewals. Customer success teams can, and must, influence renewal events with proactive and focused programs throughout the entire customer lifecycle.
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.
Best Practices on Customer Journey Mapping
2016 SaaS Metrics Report
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 bett
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.
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.
Best Practices on Driving High Product Adoption
Infographic: 2015 Customer Success Salary Survey & State of the Profession Report
A visual representation of the results from our 2015 Customer Success Salary Survey & State of the Profession Report.
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.
Customer Success Innovation
White Paper: How to Map the Customer Journey
The customer journey starts with your first engagement with a potential customer all the way through renewal and upsell. There are five key steps to charting customer journey.
White Paper: How to Build an Early Warning System
Creating an Early Warning System helps you move away from fire fighting and lets your customer success team focus on proactive customer retention.
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.
Top 12 Reasons Customers Churn
Learn the top reasons that customers churn and how you can proactively work to prevent it and increase upsell.
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 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.
2014 Customer Success Salary Report