Comments on: How We Measure and Optimize Customer Success Metrics in Our SaaS Startup

By: These 5 Metrics Will Tell You If a Customer Is Actually Satisfied - SuccessDigest

Mon, 04 Feb 2019 11:42:17 +0000

[…] on whether the customer is a support representative or executive. Although its benchmark is two uses per day, software like an employee-facing HR tool may find once-per-pay-period use to be […]

By: These 5 Metrics Will Tell You If A Customer Is Actually Satisfied | Startup News Online

Mon, 04 Feb 2019 11:35:51 +0000

By: UK News Desk

UK News Desk — Mon, 04 Feb 2019 11:17:05 +0000

By: Joshua Dance

Joshua Dance — Thu, 15 Feb 2018 00:13:52 +0000

How do you measure session per user per day? Internal tool or a Saas tool?

By: Aleksey Savkin

Aleksey Savkin — Sun, 02 Aug 2015 16:38:48 +0000

One additional thought besides focusing on metrics start up need to have an excellent understanding how the customer value is created. I shared my thoughts on the topic in this article: http://www.bscdesigner.com/bsc-for-a-startup.htm

By: DecibelPowell

DecibelPowell — Tue, 12 May 2015 10:11:58 +0000

Hi Alex, have you used Decibel Insight before (disclaimer – I work for them). It’s a comprehensive behavioural insights tool helping to bridge the void between analytics data from GA and user testing. If not, feel free to reach out as we are currently running free trials

By: Stéfano Willig

Stéfano Willig — Tue, 28 Apr 2015 23:17:24 +0000

OMG wanted https://www.inspectlet.com/hello for so much time and never found them!! Thanks for the tip!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

By: Justin Stern

Justin Stern — Mon, 27 Apr 2015 00:16:51 +0000

Awesome post as always Alex. I’m curious about your “hasn’t logged in” email, do you trigger that at any point in the customer’s lifecycle, or only during the initial period (say first 30 days or whatnot)? Thanks!

By: Yakov Karda

Yakov Karda — Sat, 25 Apr 2015 10:02:44 +0000

Hey @alex_turnbull:disqus ! Wanted to clarify how do you calculate churn. ” a simple formula is the number of customers who churned in a given month divided by the number of total customers at the end of that month.” I believe this might be inaccurate, since the customers you’ve acquired during given month will add to those present by the end of it and reduce an actual churn rate. This can be significant enough if on the same month you had some kind of marketing campaign that brought you a significant amount of new customers. Churn rate will appear significantly lower then it actually is.

In order to account for that, you have to exclude customers acquired during this month from the analysis. With that the formula will look more like “number of customers who churned this month/(total customers at the end of month EXCLUDING total customers acquired this month)”

Does it make sense? Let me know!

By: Claire Machado

Claire Machado — Thu, 23 Apr 2015 20:42:17 +0000

Thanks for the post, Alex! Quick question – at what point in the customer’s journey do you send the NPS survey? And how? Curious to learn best practices to get a good response. Thanks for the help.

By: Mike

Mike — Thu, 23 Apr 2015 15:27:50 +0000

I subscribed to groove (free account) some time ago but didn’t use it, because I still needed to work on my saas. I also unsubscribed to your newsletter because it was getting annoying especially since Groove’s UI is pretty straightforward and I don’t need any hand holding (if I don’t understand something I’ll ask Groove directly).

Considering my behaviour it might seem like I’m a lost customer (Oboarding and Sessions per Day will hint at this) but this is not the case. I’m a ‘delayed’ user who will start to actually use Groove soon.

So maybe you are more successful than your metrics show 🙂