SurveySensum

SEPTEMBER 11, 2023

With that in mind, after working with different companies in this industry, we have compiled a list of 13 key SaaS KPIs and metrics of 2023 that you need to start tracking to measure your success. This is why SaaS businesses must focus heavily on retaining customers and ensuring that they keep using their products and services.

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

Zendesk

JANUARY 30, 2023

Upsetting interactions with a company’s support team can cause real emotional damage to customers—and as Zendesk’s research shows , 66 percent of consumers say that a bad experience can ruin their day. If one-fifth of customers have bad experiences, that translates into legions of angry people.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support.

Customer Service 52

Customer Service Social Media Omnichannel Customer Acquisition 52

C3Centricity

DECEMBER 3, 2018

Or perhaps it’s because they have hesitated starting and now feel left behind; they just don’t know where to begin. Read on for some of the most useful tips I’ve seen on the topic of adopting a customer first strategy. Those are numbers that would make any CEO sit up and take notice! What do you think?

Social Media 59

Social Media Start-ups CRM B2C 59

Aquire

JANUARY 26, 2022

But if you don’t turn them into actionable insights, they’ll just end up sitting around collecting (metaphorical) dust. The most important KPIs can show you where you’re performing well, as well as alert you when you’re starting to slide. These KPIs show you how well you attract and convert paying customers.

Social Media 52

Social Media NPS Net Promoter Score Retail 52

SurveySensum

SEPTEMBER 8, 2023

However, a detractor ends up costing the company $57 , while a satisfied promoter generates $328 in value. Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. NPS can be a big help here.

NPS 52

NPS Social Media Customer Satisfaction Customer Loyalty 52

Zendesk

OCTOBER 11, 2021

Services like Shopify, Square, and Squarespace have democratized the ecommerce landscape, allowing just about anyone with internet access to start a business. To maintain their competitive advantage, CX leaders have been using customer service quality assurance reviews to uncover product, process, and market insights.

Scorecard 98

Scorecard Net Promoter Score CX NPS 98