Welcome!

Java IoT Authors: Liz McMillan, Yeshim Deniz, Pat Romanski, Elizabeth White, Carmen Gonzalez

Related Topics: @CloudExpo, Java IoT, @BigDataExpo, SDN Journal

@CloudExpo: Blog Feed Post

The Promise of SaaS Customer Success Metrics

We are witnessing the evolution of SaaS metrics beyond simple, historical financial measures

Over the past few years, the SaaS community has gained a solid understanding of SaaS financial metrics, as well as many of the operational principles required to achieve them. However, there has always been an obvious gap between what happens on the top line and what happens on the ground. It’s one thing to claim that a 50% reduction in churn will result in a 2X increase in recurring revenue, but it’s quite another thing to make it happen. Achieving that 50% reduction in churn is usually a tedious and unreliable process of trial and error. This is about to change. As the SaaS industry matures, we are witnessing the evolution of SaaS metrics beyond simple, historical financial measures toward sophisticated operational measures in the form of new SaaS customer success metrics and predictive analytics.

saas customer success metrics kpi dashboard

We are witnessing the evolution of SaaS metrics beyond simple, historical financial measures
toward sophisticated SaaS customer success metrics and predictive analytics.

This is the second post in a series inspired by my ongoing collaboration with Bluenose Analytics that explores the new Metrics-driven SaaS Business and its foundation of emerging best practices in customer success metrics. [Attention SaaS CFO's and VP's of Customer Success! Please see the exclusive invitation at the end of this post if you like this series and would like to explore more in person.] The first post discussed the unique qualities of SaaS that enable the Metrics-driven SaaS business to apply a more analytic approach to management than traditional licensed software. This second post drills down on the promise of customer success metrics to bring greater rigor to the processes of churn reduction, upselling and customer success management for increased recurring revenue and decreased recurring costs of service.

saas customer success metrics

Tweet it!

An Ocean of Customer Success Data

The promise of customer success metrics is immense. Unfortunately, so is the challenge of developing them. From the initial capture of a prospect’s email address to the final cancellation of a churning customer account, the Metrics-driven SaaS Business collects and analyzes customer data. At the very beginning of a SaaS customer’s lifetime, a cookie is dropped and the usage clock starts ticking as web visits turn into trial accounts. That initial email is complemented with profile information captured on sign-up forms and augmented by third-party databases. Sales and marketing kick in and engagement activities are recorded in CRMs and marketing automation systems. Finally, a purchase is made and the ecommerce engine captures the transaction and forwards it to the financial systems for future billing. Then, the real action starts. Customers log in to the product again and again. Every important click is recorded and every customer success activity is logged.

saas customer success metrics ocean of data

The SaaS customer success metrics challenge is a big data problem,
requiring powerful data collection engines and sophisticated statistical models.

Collecting the data, unfortunately, is not even half of the battle. The Metrics-driven SaaS Business must make good use of it, turning data into information and information into action. Compared to the SaaS metrics challenge of previous years where all we had to do was master a relatively short list of SaaS financial metrics, the SaaS customer success metrics challenge is truly daunting–a bona fide big data problem. There is just no way to make sense of these volumes of data without powerful data collection engines and sophisticated descriptive and predictive statistical models. Simply defining the relevant customer success metrics is a difficult problem onto itself. But for the very first time, we have the law of large numbers tilting in our favor and the benefit it offers for reducing churn and accelerating customer acquisition far outweigh the costs.

Driving SaaS Customer Success with Metrics

The SaaS profit equation from the previous post and repeated below shows the five key financial levers of SaaS businesses, the two volume drivers: current customers and new customers, and the three units of value: recurring revenue per customer, recurring service cost per customer, and acquisition cost per customer.

SaaS profit =
current customers x ( avg recurring revenue – avg recurring cost )
– new customers x avg acquisition cost

[ Note: For the accountants in the audience,
this should look a lot like activity-based costing. Because it is. ;) ]

As SaaS executives, our financial goals are very simple: make business decisions that push these financial levers in the right directions to increase revenue and reduce costs. The challenge of maximizing SaaS profit is easily divided between the ‘current customer’ half of the calculation and the ‘new customer, half. SaaS business organizations and operating plans are often similarly divided into servicing current customers and acquiring new customers.

This second post in The Metrics-driven SaaS Business series focuses on the ‘current customers’ half. The next post in the series will focus on the ‘new customer’ half. As mentioned earlier though, pushing these financial levers is much easier said than done. Planning to increase revenue by increasing current customers with a 30% reduction in churn is easy. Reducing churn by 30% is hard. The following sections take a look at the first three financial levers: current customers (churn), average cost of service (customer success efficiency) and average recurring revenue per customer (upsells) and the principal role of SaaS customer success metrics in creating and executing operating plans that actually push them.

Leveraging Root Cause Analysis to Reduce SaaS Churn

By far the lowest hanging fruit of SaaS customer success metrics is their use in SaaS churn reduction. For a SaaS business of any reasonable size, churn uniformly represents the largest financial drain on SaaS growth and profit. Its simple math, ‘current customers’ is almost always the largest number in our SaaS profit equation above. SaaS churn is also a great place to start our exploration of SaaS customer success metrics, because at its heart, SaaS churn is a statistical concept, so modeling it operationally is fundamentally a statistical problem.

customer success metrics churn statistics

Tweet it!

[Note: If you tweeted the quote above, CONGRATULATIONS!
Welcome to the club of true SaaS metrics geeks! ]

SaaS churn represents the probability that a customer will cancel in a given period. That probability is determined by a number of factors: the value the customer sees in your SaaS product, the customer’s reliance on your SaaS product, the potential value of competitor offerings, and the internal priorities and politics within the customer’s organization. The Metrics-driven SaaS Business gathers and analyzes information on all of these predictors. Customer profiles in CRMs and accounting systems combined with direct product usage data go a very long way in describing the first two, whereas the less visible ones can be tackled through customer success surveys and expert ratings by executives, sales reps, support reps, and customer success reps.

saas customer success metrics root cause analysis

With an ocean of customer success data and the law of large numbers on our side,
we can apply well known statistical methods to identify the root causes of churn

Once we have collected the relevant information, we can apply well known statistical methods to identify the root causes of churn. There are a number of descriptive statistical methods that apply from simple cross tabulation of churn cohorts to more advanced methods like logistic regression and survival analysis. Statistics aside, we expect to find insights, such as customers in healthcare are more likely to churn than customers in financial services. If a customer has not logged in in the last 30 days, it is at severe risk of churn. Customers that use our reporting module frequently are our best advocates, and so forth. With the right data and the right analytics, root causes of churn can consistently be identified and addressed, a significant improvement over simply reducing churn from 15% to 10% in our financial forecast without having a clue as to how it will be achieved.

Predictive Analytics with SaaS Customer Success Metrics

Once we have a better understanding of why past customers churn, we can create models that predict the risk that a specific current customer will churn in the future. With sound predictions, the customer success organization can take action to prevent SaaS churn before it happens. At their heart, most of these statistical methods are simply scoring systems that estimate the probability of a given event, in the case of churn it is the probability that a customer will cancel. The predictors in our models and the models themselves can therefore be used to create key performance indicators (KPIs) for customer success that are tracked on a regular basis for each and every customer. For example, we may find that customers that stop using our product for a two week period are at a higher risk of churn, and that the risk increases the longer they do not use the system. This metric and the regression that produced it can both be used to create KPIs.

SaaS Customer Success Metrics and Product Use

Customer success metrics based on product usage data is the secret sauce within the Metrics-driven SaaS Business. In a sense, churn is simply the opposite of use. The more a customer uses your SaaS product, the less likely the customer is to churn. Not only does use indicate how much the customer values your product, prolonged use correlates strongly with switching costs. Customer success metrics that track inadequate use are key indicators of churn, while those that track deep and frequent use are strong indicators of customer advocacy. One of the smartest applications of customer success metrics based on product use is driving product use itself. By identifying customers that are struggling with your product, you can uncover opportunities to improve the user experience, offer help and education, and of course reduce churn.

saas customer success metrics product usage data

Product usage data is the secret sauce within the Metrics-driven SaaS Business.
In a sense, churn is simply the opposite of use.

Improving SaaS Customer Success Efficiency through Metrics

The same KPIs that we use for churn reduction can be applied to improve the efficiency of the customer success organization and thereby lower cost of service. They key is to go beyond simply monitoring and modeling customer success metrics to embedding them in the daily workflow of customer success reps. From the preceding example, if we know that customers that have stop using our product for two weeks are in need of immediate attention, then we can use this information to create dashboards and alerts for customer success reps. The primary goal is to direct the attention of customer success reps to customers where the reps can have the greatest impact on financial results. Conversely, the secondary goal is to not waste time on customer success activities that have no influence on the success of a customer.

The beauty of SaaS customer success metrics over SaaS financial metrics is that they apply at the individual customer level. Moreover, they can be rolled up along any dimension, such as time, customer type, product module, customer success rep, etc. to create a detailed picture of our customer success operation. At the individual account level, they can be used to create a scorecard or health index for every single account to help customer success reps monitor and manage their territories. At the aggregate level, they can be used to design the customer success territories themselves, so that customer success reps are deployed to customer accounts in the right numbers and with the right mix of skills. Customer success managers are usually familiar with a straightforward small, medium and large account approach to territory design, however, it might just be that your large accounts have the least risk of churn and the least potential for upsell! SaaS customer success metrics provide much stronger guidance and many more dimensions from which to choose for territory design.

Driving Upsells with SaaS Customer Success Metrics

SaaS customer Success metrics can also improve upselling to increase average recurring revenue per customer, the next financial lever in our SaaS profit equation. By applying the same types of statistical models we used in churn reduction to analyze past upsell purchases across customer demographics, product usage data, and so forth, we can develop predictive models and scores for upselling. Again, we can embed these models and KPIs into the daily activities of customer success reps or account managers to direct them to the accounts with the greatest upsell potential at any given time. Finally, we can use the predictive models within the product itself to automatically trigger communications with high potential customers and facilitate purchase.

Attention SaaS CFOs and VPs of Customer Success!

I will be speaking at an exclusive CFO only dinner sponsored by Bluenose Analytics this coming Tuesday, April 29 in San Francisco. Please email me directly at joelyork [at] chaotic-flow.com if you are interested in attending. This event is part of a larger, ongoing series designed to create an intimate setting for SaaS industry leaders (10-15 at a time at a nice restaurant) where they can discuss and evolve SaaS business best practices for finance and customer success. There are only a few spots left for next Tuesday, however, if there is sufficient demand, we will likely repeat it. There are also upcoming dinners focused on Customer Success operational best practices for VP’s Customer Success. If you are interested in these, please email me and I will send you the agenda. Bluenose is also considering expanding these dinners to multiple cities, so let me know even if you are not in the Bay Area.

Thanks again for following Chaotic Flow!

Cheers,

JY

PS Dinner is free!

Read the original blog entry...

More Stories By Joel York

Joel York is an Internet software executive and popular SaaS / Cloud blogger at Chaotic Flow and Cloud Ave. He is well known for his work in SaaS / cloud business models, sales and marketing strategy, and financial metrics. Professionally, he has managed global sales and marketing organizations serving over 50 countries, including local offices in the United States, United Kingdom, Germany, and India. He holds degrees in physics from Caltech and Cornell and received his MBA from the University of Chicago. Joel York is currently VP Marketing at Meltwater Group and Principal at the Internet startup consulting firm affinitos.

@ThingsExpo Stories
Grape Up is a software company, specialized in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the USA and Europe, we work with a variety of customers from emerging startups to Fortune 1000 companies.
The age of Digital Disruption is evolving into the next era – Digital Cohesion, an age in which applications securely self-assemble and deliver predictive services that continuously adapt to user behavior. Information from devices, sensors and applications around us will drive services seamlessly across mobile and fixed devices/infrastructure. This evolution is happening now in software defined services and secure networking. Four key drivers – Performance, Economics, Interoperability and Trust ...
Financial Technology has become a topic of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 20th Cloud Expo at the Javits Center in New York, June 6-8, 2017, will find fresh new content in a new track called FinTech.
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
Bert Loomis was a visionary. This general session will highlight how Bert Loomis and people like him inspire us to build great things with small inventions. In their general session at 19th Cloud Expo, Harold Hannon, Architect at IBM Bluemix, and Michael O'Neill, Strategic Business Development at Nvidia, discussed the accelerating pace of AI development and how IBM Cloud and NVIDIA are partnering to bring AI capabilities to "every day," on-demand. They also reviewed two "free infrastructure" pr...
SYS-CON Events announced today that Juniper Networks (NYSE: JNPR), an industry leader in automated, scalable and secure networks, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Juniper Networks challenges the status quo with products, solutions and services that transform the economics of networking. The company co-innovates with customers and partners to deliver automated, scalable and secure network...
The age of Digital Disruption is evolving into the next era – Digital Cohesion, an age in which applications securely self-assemble and deliver predictive services that continuously adapt to user behavior. Information from devices, sensors and applications around us will drive services seamlessly across mobile and fixed devices/infrastructure. This evolution is happening now in software defined services and secure networking. Four key drivers – Performance, Economics, Interoperability and Trust ...
In his keynote at @ThingsExpo, Chris Matthieu, Director of IoT Engineering at Citrix and co-founder and CTO of Octoblu, focused on building an IoT platform and company. He provided a behind-the-scenes look at Octoblu’s platform, business, and pivots along the way (including the Citrix acquisition of Octoblu).
SYS-CON Events announced today that Hitachi Data Systems, a wholly owned subsidiary of Hitachi LTD., will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City. Hitachi Data Systems (HDS) will be featuring the Hitachi Content Platform (HCP) portfolio. This is the industry’s only offering that allows organizations to bring together object storage, file sync and share, cloud storage gateways, and sophisticated search an...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
@GonzalezCarmen has been ranked the Number One Influencer and @ThingsExpo has been named the Number One Brand in the “M2M 2016: Top 100 Influencers and Brands” by Analytic. Onalytica analyzed tweets over the last 6 months mentioning the keywords M2M OR “Machine to Machine.” They then identified the top 100 most influential brands and individuals leading the discussion on Twitter.
The Internet of Things is clearly many things: data collection and analytics, wearables, Smart Grids and Smart Cities, the Industrial Internet, and more. Cool platforms like Arduino, Raspberry Pi, Intel's Galileo and Edison, and a diverse world of sensors are making the IoT a great toy box for developers in all these areas. In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists discussed what things are the most important, which will have the most profound e...
@ThingsExpo has been named the Most Influential ‘Smart Cities - IIoT' Account and @BigDataExpo has been named fourteenth by Right Relevance (RR), which provides curated information and intelligence on approximately 50,000 topics. In addition, Right Relevance provides an Insights offering that combines the above Topics and Influencers information with real time conversations to provide actionable intelligence with visualizations to enable decision making. The Insights service is applicable to eve...
Multiple data types are pouring into IoT deployments. Data is coming in small packages as well as enormous files and data streams of many sizes. Widespread use of mobile devices adds to the total. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists will look at the tools and environments that are being put to use in IoT deployments, as well as the team skills a modern enterprise IT shop needs to keep things running, get a handle on all this data, and deli...
SYS-CON Events announced today that Grape Up will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Grape Up is a software company specializing in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the U.S. and Europe, Grape Up works with a variety of customers from emergi...
SYS-CON Events announced today that T-Mobile will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on ...
SYS-CON Events announced today that CollabNet, a global leader in enterprise software development, release automation and DevOps solutions, will be a Bronze Sponsor of SYS-CON's 20th International Cloud Expo®, taking place from June 6-8, 2017, at the Javits Center in New York City, NY. CollabNet offers a broad range of solutions with the mission of helping modern organizations deliver quality software at speed. The company’s latest innovation, the DevOps Lifecycle Manager (DLM), supports Value S...
With billions of sensors deployed worldwide, the amount of machine-generated data will soon exceed what our networks can handle. But consumers and businesses will expect seamless experiences and real-time responsiveness. What does this mean for IoT devices and the infrastructure that supports them? More of the data will need to be handled at - or closer to - the devices themselves.