Tom Tunguz

JULY 21, 2024

All of these benchmarks are machine-generated : HumanEval & HumanEvalFIM are not human testers - but open-source projects that evaluate AI code. All of these benchmarks are machine-generated : HumanEval & HumanEvalFIM are not human testers - but open-source projects that evaluate AI code.

Sales 212

Sales Machine Learning Artificial Intelligence Benchmarks 212

User Pilot

JULY 18, 2024

According to our latest NPS benchmark report, the average NPS in SaaS is 35.7. But how does your business fare against these product metrics benchmarks? Let’s explore our product metrics benchmark and learn: What NPS is and why it’s important for SaaS businesses. You can download our product metrics benchmarks here.

Benchmarks 105

Benchmarks Healthcare Technical Review Scale 105

User Pilot

JANUARY 31, 2023

Wondering what customer satisfaction benchmarking is in SaaS and how your business compares to other SaaS companies? You can then make more informed decisions to improve customer satisfaction and retain more customers. TL;DR Customer satisfaction measures how satisfied your customers are with your products.

Benchmarks 98

Benchmarks SaaS Retention Metrics 98

SaaStr

MARCH 24, 2021

In his highly informative session, Tomasz Tunguz, the Managing Director at Redpoint Ventures, shares the essential benchmarks you need to track your company’s valuation and where to look to make improvements. When it comes to determining your company’s valuation, a thorough understanding of your numbers is critical.

Metrics 279

Metrics Banking Benchmarks Investment 279

Intercom, Inc.

JUNE 8, 2021

Not too long ago, customer support was viewed as a cost center, not a value driver. It was seen as a necessary part of a business, but not something that drove revenue or influenced customers’ buying decisions. Study after study shows how important a great customer experience is to today’s consumers. That time is over.

Technical Review 222

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 222

Intercom, Inc.

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. After all, while metrics help us measure the impact of our work, they only support a narrative. Joining me today are: Macrina Sheridan , Director of Global Frontline Support at Aircall. Short on time?

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

Chart Mogul

MARCH 1, 2023

The length of the sales cycle, the tenure of your contract, discounting, onboarding, the type of customer support, and even retention strategies all depend on your ARPA. See chapter 2 in the report to learn more about net retention benchmarks. When benchmarking, always keep the stage of your business in mind.

Benchmarks 98

Benchmarks Retention B2C Business 98

Sales Hacker

NOVEMBER 29, 2024

According to HighAlpha’s 2024 SaaS Benchmarks Report , 76% of founders are most concerned about go-to-market execution. The future is so much bigger than SaaS for SaaS. While we play there opportunistically, these three buckets are where we are focused most. GTM continues to weigh on founders, and has increased every year since 2021.

Investment 113

Investment Technical Review Development Team Review Scale 113

User Pilot

NOVEMBER 27, 2023

Offer proactive in-app support to remove friction Having a great customer support team is necessary. But it’s also necessary to provide customers with the resources needed to troubleshoot independently. This way, customers benefit from having the problem solved quicker, thus reducing any user friction.

Churn 102

Churn Retention Benchmarks Customer Lifetime Value 102

Intercom, Inc.

APRIL 13, 2022

But there’s a silver lining – this year’s Klaus Customer Service Quality Benchmark Report reveals there are clear positive shifts taking place in the customer support landscape in 2022. Klaus partnered with Intercom, Aircall , and Support Driven to create the second edition of the highly anticipated benchmark report.

Trends 118

Trends Scale Customer Support Scaling 118

Chart Mogul

JUNE 1, 2023

Improving customer satisfaction means improving the customer experience. Examples To track customer satisfaction, you can use several techniques, including surveys, customer feedback, and customer support interactions. Implement a customer feedback loop So you already know how satisfied your customers are?

Retention 90

Retention Metrics Benchmarks Scale 90

Intercom, Inc.

MAY 15, 2018

In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time support actually drives revenue and customer satisfaction. For the former, we settled on a benchmark of 2 minutes.

Revenue 193

Revenue Scale Communication Customer Support 193

ChurnZero

JANUARY 17, 2025

Gross Profit Margin measures the cost efficiency of delivering your product or service, factoring in costs like hosting and some customer support. CAC Payback Period helps CFOs measure how long it takes to recoup customer acquisition costs through recurring revenue.

Customer Success 52

Customer Success Benchmarks Headcount Scale 52

Practical Advice on SaaS marketing

APRIL 1, 2020

Communicate with your existing customers Staying in touch with existing customers during this crisis is critical. Some of the more effective communication I’ve seen focuses on SaaS companies’ plans to keep the system up and running and maintaining access to customer support - issues that are probably most pressing for customers.

Payment Solutions 161

Payment Solutions Payment Methods SaaS Payments Payment Services 161

User Pilot

JULY 9, 2024

Some customer experience best practices include : Run surveys throughout the customer journey to gather comprehensive feedback and insights on user satisfaction, ease of use, and product-market fit. Study how users interact with the customer support team by analyzing support tickets , phone calls, and chats.

Strategy 111

Strategy Management Benchmarks Onboarding 111

CustomerSuccessBox

APRIL 7, 2022

So be in check with the datasheet to know how engaged your customers are with your product. The benchmark of Net Retention Rate. Customers like to engage with your products more, so make upsells and expansions. And the way to do it is to see how you are treating your customers. So better the value is delivered.

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

User Pilot

OCTOBER 20, 2022

You should also incentivize customers to take part in surveys, interview loyal customers , and replicate their journey for others. Other strategies include using walkthroughs to help new users reach activation faster, creating an in-app help center, and providing top-notch customer support. NPS benchmarks.

Strategy 98

Strategy Software Review SaaS Customer Lifetime Value 98

Unbounce

NOVEMBER 5, 2020

For more insights on ecommerce landing pages, see the 2020 Conversion Benchmark Report. One of the biggest takeaways from the 2020 Conversion Benchmark Report is that the best-converting ecommerce landing pages keep it short and sweet. Display customer reviews for social proof. Long, hard-to-read copy.

Scale 144

Scale Marketing Merchant Services Social Media 144

Andreessen Horowitz

MARCH 21, 2024

While large swathes of the tech community focus on comparing model performance to public benchmarks, enterprise leaders are more focused on comparing the performance of fine-tuned open-source models and fine-tuned closed-source models against their own internal sets of benchmarks. healthcare and financial services).

Generative AI 145

Generative AI Enterprise AI Artificial Intelligence 145

User Pilot

JULY 6, 2022

You can calculate the net revenue churn rate by dividing the net revenue lost from existing customers in a given period by the total revenue present at the beginning of that period. A few of the most common reasons for revenue churn are insufficient in-app guidance , high prices, and bad customer support. Bad customer support.

Churn 98

Churn Revenue Software Review SaaS 98

Totango

OCTOBER 7, 2021

After specific product adoption benchmarks have been achieved. After a customer support issue has been resolved. At customized intervals based on the customer’s individual data, such as the 30-day anniversary of their purchase. After onboarding has been completed. As a subscription renewal deadline approaches.

Software Review 108

Software Review Technical Review Interviewing Benchmarks 108

Tom Tunguz

NOVEMBER 7, 2019

This is the “classic” version of customer success most of us picture when we talk about the concept. Customer success teams may also be working with solutions architects and customer support teams. There are a lot of different benchmarks for customer success performance.

Compensation 113

Compensation Scale Benchmarks Customer Success 113

User Pilot

MAY 20, 2024

The customer sentiment score quantifies customers’ emotions and attitudes towards your brand, ranging from 0 to 100. Higher scores indicate more positive customer feelings and benchmarks differing across sectors (in SaaS being 40). This data can also be used as a qualitative customer service metric.

Scale 105

Scale Social Media Benchmarks Software Review 105

User Pilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. You can calculate resolution time by averaging support ticket resolution’s start and end times.

Customer Lifetime Value 104

Customer Lifetime Value Customer Support AI Onboarding 104

User Pilot

MARCH 27, 2025

While Appcues was one of the very first tools to emerge in the scene and a benchmark of innovation for a while, there are some areas that it hasnt quite kept up with. Good customer support: Appcues responsive customer support enables non-technical people to adopt and navigate the product better.

Mobile 66

Mobile Pricing Technical Review Software Review 66

Intercom, Inc.

OCTOBER 26, 2018

At many companies, sales teams direct customers to their company’s knowledge base or customer support team for onboarding help. To successfully onboard your large customers, you need to be proactive and deliberate in your approach. You don’t wait for them to ask for help — that’s what customer support is for.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

Totango

DECEMBER 20, 2023

Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Software Review 115

Software Review Technical Review User Experience Enterprise 115

User Pilot

AUGUST 30, 2024

This distinction becomes the core of your value proposition and draws in customers who are specifically looking for what you provide. Set benchmarks for success : Analyzing your competitors’ performance allows you to establish realistic benchmarks for your own success.

Underperforming Technical Team 105

Underperforming Technical Team SaaS Benchmarks Social Media 105

User Pilot

FEBRUARY 28, 2023

After receiving the NPS data, product marketers should factor in performance trends, next focus topics, benchmarking, and segmentation. For example, if 90% of your detractors have complaints against your customer support team, you can take action to improve your customer support, such as creating an in-app knowledge base.

Underperforming Technical Team 98

Underperforming Technical Team Benchmarks Trends Cloud 98

User Pilot

APRIL 22, 2024

Customer sentiment dashboards help you generate the following: Sentiment trends over time. Comparison with internal and industry benchmarks. The benefits of having a customer insights dashboard include improved understanding of customer behavior, significant time savings, and enhanced cross-team collaboration.

Social Media 100

Social Media Software Review Underperforming Technical Team Benchmarks 100

ChurnZero

AUGUST 25, 2021

A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. It will help you set benchmarks to get a clear picture of your performance with your customers. NPS should be a part of routine account engagement for Customer Success and Support departments.

Scale 98

Scale Underperforming Technical Team Benchmarks Pricing 98

Intercom, Inc.

AUGUST 17, 2018

For example, someone searching for “live chat for user onboarding” is sent to a different DRLP than someone searching for “live chat for customer support”, because they are likely only interested in the features related to their respective use cases.

Scale 136

Scale Underperforming Technical Team Advertising Market Research 136

User Pilot

NOVEMBER 19, 2022

So let’s look at the most important KPIs that will help you create strategies to provide superior customer service and boost retention. Customer service KPIs measure the performance of customer service teams and customer support management. What are customer service KPIs? Improve customer satisfaction.

Metrics 98

Metrics Software Review Strategy Underperforming Technical Team 98

User Pilot

JULY 31, 2024

Firstly, you should clearly outline the roles of the sales, customer support, and product teams in the process. You can also compare your analytics data with industry benchmarks, such as those in Userpilot’s product metrics benchmark report 2024 , to see how well you perform versus your competitors.

Development 104

Development Strategy Market Research Innovation 104

User Pilot

AUGUST 12, 2024

Release regular updates, establish feedback loops , adopt agile development, and benchmark against industry standards. Launch Day Activities : Ensure your product is ready for users, your website is optimized, and your customer support team is prepared for increased activity. Improve the product continuously.

Software Review 104

Software Review Technical Review Benchmarks Communication 104

User Pilot

JANUARY 27, 2023

Provide adequate customer support during the trial to help users activate and show off your commitment to serving them. SaaS free trial conversion rates benchmarks Which of these models gives the best conversion rates ? Useproof is a bit more optimistic and puts the benchmark at 25%. Free trial conversion rate.

SaaS Payments 98

SaaS Payments B2B SaaS Payment Solutions 98

User Pilot

MARCH 23, 2022

There’s much more to NPS than sending users a customer feedback survey. Then we’ll look at some benchmarks of what a good response rate is and the best practices to follow for optimal results. The 2022 NPS benchmark for SaaS is 41. NPS benchmarks. NPS benchmarks vary from industry to industry.

Scale 98

Scale SaaS Software Review Benchmarks 98