Customer Success Software for B2B SaaS | Customer Retention For SaaS Business

1. CustomerSuccessBox Next-Generation Customer Success Software for B2B SaaS 7 Data Points That Drive Customer Retention For SaaS Business BASIC TELEMETRY Customer behavior analytics is becoming increasingly an important metric across all industries to understand, engage and retain customers. ADVANCED TELEMETRY It is the holy grail of setting up any real early warning system. Here we get to capture all key telemetry data points. CONSUMPTION METRIC You can even consider product adoption to be a consumption target. And this will be your revenue line if you’re post-paid based on real consumption. SYSTEM CONFIGURATION Systems can be configured to meet one’s use case and needs. Keeping a tab on what parts are activated and what is not, can greatly impact your b2b saas customer retention. CUSTOMER ENGAGEMENT Simply put, how active is the relationship? By tracking the count and type of engagements you can know a lot about the relationship. So tracking every meeting, QBR, EBR, OBR, training session, onboarding session can be very effective if getting ahead of churn. SUPPORT TICKETS Having the data of the number of support tickets raised and what frequency helps you monitor the health of the account. If a customer is raising support tickets means he is using your product. NET PROMOTER SCORE (NPS) Net Promoter Score is a good metric, but keep in mind that this is a “lagging indicator” (not leading). While you should track it, do not solely rely on this for your early warning system. Having said, NPS is still an important metric to track since it provides great insights. SOURCE:- https://customersuccessbox.com/blog/7-data-points- that-drive-customer-retention-for-saas-business/