Wednesday, July 17, 2024
HomeDigitalSaaS firms welcome the success of their digital customers.

SaaS firms welcome the success of their digital customers.

Nearly all SaaS companies are either increasing or maintaining their investment in customer success, with a notable rise in digital customer success efforts—48% of companies are currently adopting this approach. These insights come from a recent survey of 400 North American businesses, conducted by customer success platform Gainsight in collaboration with Benchmarkit, a B2B SaaS research firm.

Traditionally, the success of customer success initiatives has been measured by retention metrics, with 64% of companies using retention as their primary metric. However, there is a growing trend towards using revenue expansion as a key performance indicator.

Digital customer success (Digital CS) integrates both digital and human touchpoints to support customers. Companies aiming to achieve more with fewer resources are increasingly adopting a “digital first” strategy. Although it is still early for comprehensive data on KPIs for Digital CS, the goals remain the same as traditional customer success: acquisition, retention, and expansion.

The top three channels for Digital CS operations are digital events (such as webinars and conferences, used by 78% of companies), marketing automation (65%), and in-app messaging (56%).

Why it matters: It’s important to note that Gainsight, with its range of customer success and community offerings, is not an unbiased observer. Nonetheless, it’s interesting to compare the strong commitment to customer success among SaaS companies with the common perception that customers only hear from them when it’s time to renew their subscriptions. This perception underscores a focus on retention rather than addressing customer problems, which could also drive revenue growth.

While the combination of digital and human efforts seems like an obvious choice for efficiently managing customer success resources, it likely can’t yet match the level of support provided by a human who is familiar with the account. Requests that go beyond digital capabilities will need to be promptly directed to the appropriate person.

Resources Report

Find the Best Medical Practice Management Software 2023--Expert Analysis, Recommendations & Pricing

Keep exploring...

The Tech Giants, Microsoft, to Announce the Next Generation of Windows

Microsoft, which is truly a tech giant, is holding a launch event on 24th June 2021. It is expected that they might announce the...

Software Updates for AirTags which were Released in April by Apple

AirTags were released by Apple in April to inform the users about their belongings. The concerns which were raised by the users of being...

Related Articles

Check out the latest Gmail spam updates: What happens next?

Gmail has long been a leader in email management, and its latest spam updates...

Google apologizes for the uncertainty caused by the GA4 data migration.

Google Ads has apologized for the uncertainty caused by a recent account modification. Advertisers were...

Market Growth Statics for Website Builder Software, Top Companies, and Regional Revenue

Who is the world's largest maker of Website Builder Software?A Brief Overview of the...

Market Growth Statics for Real-Time Location System (RTLS), Top Companies, and Regional Revenue

Real-Time Location System (RTLS) Market Size is Expected to Reach USD 45134.26 Million by...

Size, Trends, and Forecast of the B2B Market through 2030

Each competitor's B2B market information includes: company profile, main business information, SWOT analysis, price...

A Groundbreaking Innovation with New High-Growth Market Sectors is the GSM Tower Market.

Our in-depth analysis of the global GSM tower market provides a comprehensive grasp of...

Size, Forecasted Share, and Scope of the Virtual IT Labs Software Market for 2023-2030

The research study contains profiles of the following key firms in the Virtual IT...

Spreadsheet Software Market: A Game-Changing Innovation with New High-Growth Markets

Our comprehensive analysis of the Global Spreadsheet Software Market provides a comprehensive insight of...