CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

aircall

SEPTEMBER 7, 2022

Aircall, the cloud-based business phone , today announced the appointment of John Kinzer, experienced SaaS operator and CFO, to the company’s Board of Directors. . Kinzer brings more than three decades of experience in finance, mostly with SaaS companies.

SaaS 62

SaaS Finance Metrics Management 62

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. What Is the Best Compensation Plan for CSMs?

SaaS 126

SaaS Metrics Accountability Customer centricity 126

CSM Practice

MAY 28, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. What is the average Customer Success Manager Salary?

Best practices 126

Best practices Management SaaS Metrics 126

SmartKarrot

JANUARY 18, 2022

SaaS (Software as a service) has become a buzzword in recent years. A SaaS company is a service provider that hosts applications and makes them available to customers over the internet. The SaaS company is responsible for maintaining databases and servers and making sure that users can access the applications from almost all devices.

SaaS 11

SaaS Finance CRM Analytics 11

CSM Practice

MARCH 13, 2020

As beneficial as they can be, the exit of a champion is one of the most common reasons for churn in SaaS companies for many reasons. Use Groove and Salesforce to track the engagement metrics of your executive champion with your team. The company was founded in 2014 and is headquartered in Sunnyvale, California.

SaaS 82

SaaS Best practices Enterprise Accountability 82

Mindtouch

MAY 14, 2018

Most successful SaaS companies now have a dedicated customer success function, a trend that’s expanding into manufacturing and other industries. Blaisdell is a leading voice in the SaaS/Cloud sector on customer retention strategies. In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program.

Customer retention 66

Customer retention SaaS Customer effort Metrics 66

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. Moving Beyond SaaS. Generating a Deep Understanding of Business Drivers.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Amity

OCTOBER 12, 2016

Saas Tattler Issue 94 - Let Your Emails Be Heard! • How to Send SaaS Onboarding Emails Without Being a Nag. To get a balanced view of your growth, you need to analyse both of these metrics on a regular basis, for two simple reasons: Retention matters, Upselling matters. You will come off as direct and forthcoming.

SaaS 64

SaaS Upselling Metrics Education 64

SharpenCX

SEPTEMBER 16, 2020

Back in 2014 Deloitte talked about an important trend – the overwhelmed employee. . Now, the average company uses 34 different SaaS products and adults spend 5.4 Then, when agents see a metric start to dip, they can rattle their memory for a coaching session with you and address key concerns immediately.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

Mindtouch

APRIL 30, 2018

With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. With the shift to a #SaaS model, the connection between your customer’s success and your success is much more direct. – Ken Lownie , Everteam. Ken Lownie, COO at Everteam.

SaaS 48

SaaS Upselling B2B Self service 48

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. Playbooks are designed to deliver clear action plans for different metrics. So why obsess over data and strive for maturity?

Analytics 52

Analytics Customer centricity Metrics Accountability 52

CSM Magazine

APRIL 5, 2018

Moving your CC team to video chat gives you the metrics you need to convince management of the value. Priya was awarded New England Entrepreneur of the Year in 2014 and ranked on the 2015 top 100 Entrepreneur list by the Boston Globe. Text chat has less than 60% and ChatBots even less.

Customer Care 40

Customer Care Chatbots Automotive Average Handle Time 40

Amity

JUNE 28, 2016

For success teams, this might mean more emphasis on data-driven support, particularly when it comes to SaaS companies. Back in February, HubSpot shared this infographic , highlighting data-driven decisions as a trend to watch in 2016. Enabling the Sales Team.

B2B 51

B2B Outbound sales Accountability Sales 51

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. What metrics do you watch closely? There are so many metrics you can look at in Customer Success.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

aircall

MARCH 19, 2021

It produces a customer database that is accessible by other SaaS software and systems that your company uses. It also offers metrics customized to your industry and delivers results that are customer-centric, but also channel-agnostic, to achieve authentic 1:1 customer personalization in all your marketing and sales activities.

Sales 62

Sales CRM Marketing Best practices 62

Amity

MARCH 24, 2016

Vend hired a Chief Customer Officer in May 2014 and I think that having that voice at the executive table changed everything. As well as the ability to bring Customer Health in as a metric to actually track what our retailers are doing. Some SaaS stuff as well but the innovation in Customer Success is what’s really interesting.

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

SmartKarrot

SEPTEMBER 10, 2020

According to a report by CCO Council in 2014, 22% of Fortune 100 companies had adopted CCO roles. And since the boom of SaaS industry , this role has seen a sudden upsurge in the last five years. Using metrics. This metric shows the rate of revenue that is being generated from the existing customers.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

Vistio

SEPTEMBER 20, 2021

So we spun off and started a company called Acclivity in 2014, and we were really focused on billion to 10 billion in revenue, multinational, and really with the folks on the contact center space, along with networking and we reunified communications. Intercom’s a kind of chat and messaging tool often for SaaS companies.

Contact Center 52

Contact Center Technology Finance Average Handle Time 52

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. The company was founded in 2014 as a small team in Silicon Valley and has quickly expanded across the U.S to regions such as Australia, Europe, Brazil, China and now Canada.

SaaS 84

SaaS Consulting Consulting Coaching 84

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Coach to SaaS founders, Chief instigator at DanMartell.com. Dan Martell is a serial entrepreneur, a world-famous business coach for SaaS founders and an angel investor since young years. But he always has an entrepreneurial spirit.

Sales 129

Sales SaaS CRM B2B 129

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CrazyCall

APRIL 9, 2019

In 2014 Tiffani Bova was recognized as one of the most Powerful and Influential Women in California by the National Diversity Council. Startup Sales Bootcamp is the largest program of it’s kind in New York that teaches people how to effectively sell complex SaaS products. Really unique experience!

Sales 133

Sales Consulting Consulting Coaching 133

Comm100

FEBRUARY 6, 2018

Deployment : Cloud, SaaS, Web. Deployment : Cloud, SaaS, Web. Deployment : Cloud, SaaS, Web. Deployment : Cloud-based, SaaS, Web. Deployment : Cloud, SaaS, Web. Deployment : Cloud, SaaS, Web. Specs : Industry : Any. Business size : Small. Price : $10/user/month. OS : Windows, Mac OS, web browser.

CRM 42

CRM Enterprise SaaS Marketing 42