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2012 SaaS Customer Engagement Benchmark Report


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This the summary of our analysis of over one million prospects and customers of SaaS businesses and their interaction with the online trial and paid SaaS service.

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2012 SaaS Customer Engagement Benchmark Report

  1. 1. 2012 SaaSCustomerEngagementBenchmarkBased on a research conducted on over1 Million businesses
  2. 2. How we got this data During our beta stage, which has taken for more than a year, we’ve gathered information from more than one million prospects and interpreted this knowledge into our service.This data has taught us about customer behavior of users duringtheir trial period and afterwards, which actions helped in improvingcustomer engagement and the ways to best implement this data inweb applications. 2/10
  3. 3. What’s in this document Out of the huge amount of what we’ve received and analyzed, there are 4 main conclusions that could help sales and customer success teams to understand where to focus in order to increase revenues – from new sales, expansion sales and renewals. 3/10
  4. 4. Conclusion # 1 Free trial users who are still active during day three of their trial were four times more likely to convert into paying users than the average customerWhat can I do with that information?SaaS sales teams could use this insight by focusingtheir time and close more deals 4/10
  5. 5. Conclusion # 2 Active trial users who were contacted by a sales rep were 70% more likely to buy the paid service than those who weren’tWhat can I do with that information?This proves that timely and contextual engagementwith prospects results in more sales 5/10
  6. 6. Conclusion # 3A full half of paid SaaS customers log in less than once amonth or do not use their paid service at all. Another 19%is using their paid service less than once a week. Only14% of paid customers use their service weekly and only17% use it daily 6/10
  7. 7. Conclusion # 3What can I do with that information?Have customer success team focus on the non-activepaid users and the sales teams to focus on thefrequent users to increase upsell 7/10
  8. 8. Conclusion # 4 Most cancellations were preceded by a period of non-useWhat can I do with that information?SaaS customer success teams could use this insightto configure alerts for inactive users and to proactively reach out to these customers and offer help 8/10
  9. 9. Resources – Learn More…•  See Infographics•  Embed our infographics on your website/blog (cut & paste this code) <textarea class="embed-share" style="height: 24px; width: 400; margin: 2px; font-size: 12px;" onclick="select_all();" cols="55" rows="17"> <a href=" over-one-million-businesses/"><img title="4 Conclusions from Totango Aggregate Customer Analysis - Infographic" src="" alt="4 Conclusions from Totango Aggregate Customer Analysis - Infographic" width="600" /> </a><a href="">Totango – Real Time Customer Engagement for SaaS and Web App</a> </textarea>•  Read our PR – Totango optimizes customer engagement with more than one million businesses•  Read our blog post – Totango analyzed engagement and optimized sales with over one million businesses 9/10
  10. 10. Among Totango CustomersOver 1 million businesses analyzedProspects and users of our customers 10/10