Adoption is the phase where customers get acquainted with your product, integrate it into their workflow and learn ways to use it that maximize their benefit. Customers only adopt a product if it helps them achieve their goal. Why the Adoption Phase Matters in SaaS Generally, a subscription-based business, renewals, …
Category: Customer Success Metrics
Net Promoter Score (NPS) was first developed in 2003 by Bain and Company and it measures the loyalty of customers to a company. Net Promoter Score scores can range from -100 to 100. The closer to 100, the better it is. But let us look at a very important question. …
What is Customer Success? Imagine the lifecycle of a typical SaaS software customer. The chances are that he/she would transition through the following stages: Customer Onboarding: This includes registration, activation, environment configuration and the initial training required to access the software. Customer Handholding: Here the user is walked through the software modules and …
How do you know whether your company is growing, stagnant, or on a downward trend? Knowing where the company stands is important because it will help you take steps to make sure that the company moves in the right direction. The right direction is only determined by your customer success …
One of the questions frequently asked is what is the best Customer Success KPIs? In other words, how do you measure the effectiveness of your customer success practice? Before we talk about the metrics, let’s get one thing clear. Success for one company might not be the best success metric …