CUSTOMER EXPERIENCE: Customer loyalty drives the success of a business, and the customer experience (CX) drives loyalty. Zen Desk has published their CX Trends Report for 2020 and it's full of great nuggets: 74% of customers feel loyal to a particular brand or company and 52% of customers report going out of their way to buy from their favorite brands.
CUSTOMER SEGMENTATION: In order to calculate the cost for Customer Service Managers, it’s best to segment customers out in order to understand the efforts required. Chartmogul has this great visual and once again Gainsight take a look at how to Benchmark efforts over segmentation. Here is what they found. The median amount of ARR that an Enterprise CSM can manage is between $2M and $5M and The median amount of customers an Enterprise CSM manages is 10-50 - these revenue figures drop with mid and SMB customer segments and increase fairly dramatically with number of customers per CSM.
CUSTOMER ONBOARDING: Onboarding success is often de-prioritized with scrappy fast-growing business but giving customers all the tools they need to succeed with your product is the best way to ensure that they stick around. Profitwell review the importance of good SaaS onboarding and discuss steps to create an awesome program. Userpilot also have a great tactical complimentary post here on the best customer onboarding software options for SaaS companies.