aircall

JULY 25, 2022

We’ve got a lot of experience helping SDR managers understand their team’s performance through numbers, so we’ve short-listed the eight metrics our clients and partners (and our own sales teams!) 8 Essential Sales Call Metrics. or strategic priorities (SMB, big accounts, etc.). find the most useful. Number of Calls Per Day.

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Metrics Sales Management Accountability 62

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Accountability 62

Accountability Management Upselling SaaS 62

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics. Support Tickets.

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SaaS Metrics Accountability industry standards 59

ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. Given the current state of technology, your strategic goals must now go beyond improving metrics. These agents will be more skilled and will function more as account managers than reps. . – Shep Hyken.

Customer Experience 249

Customer Experience Airlines Average Handle Time Contact Center 249

ClientSuccess

SEPTEMBER 7, 2022

In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship. eBook: Ultimate Guide to Customer Success Metrics.

SaaS 89

SaaS Metrics Analytics Accountability 89

ClientSuccess

AUGUST 3, 2022

Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information. If a First Contact Resolution Rate drops below a certain threshold, a customer account could be in jeopardy. This is also a great metric for your support team to monitor. The verdict?

Metrics 79

Metrics Accountability Call Center Feedback 79

ClientSuccess

AUGUST 10, 2022

Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. From NPS to churn rates to revenue retention to product usage rates, dozens of metrics can be used to develop KPIs for a customer success team. Customer sentiment and account health. User adoption percentages.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. In this post, we will cover six customer success health scoring metrics that will help you get started. 6 Customer Success Health Scoring Metrics. Customer Health Score Challenge—Customer Health Data Spread Out. Product Usage.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

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ClientSuccess

AUGUST 23, 2022

you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. How to use Customer Effort Score with your other customer success metrics.

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Customer effort Metrics SaaS Surveys 79

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries. Customer Lifecycle.

Accountability 40

Accountability Management B2C Upselling 40

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. When you kick off a customer account, you will have a list of goals the customer brings to the table that they want to achieve with your product or service. eBook: Ultimate Guide to Customer Success Metrics.

Metrics 77

Metrics Feedback Surveys Accountability 77

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. This metric measures the time it takes for a new customer to complete the onboarding process. eBook: How to Nail Your Onboarding Process.

Benchmark 76

Benchmark Metrics Education Accountability 76

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. eBook: Implementing Customer Success.

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Customer centricity Accountability Sales Metrics 104

ClientSuccess

FEBRUARY 1, 2021

After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. Can we use this platform to manage customers throughout their entire account relationship? And finally, transparency.

Accountability 104

Accountability SaaS Education CRM 104

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. eBook: 5 Ways To Surprise & Delight Your Customers.

Metrics 72

Metrics SaaS Accountability Sales 72

ClientSuccess

OCTOBER 12, 2022

How does it impact critical metrics like growth, renewal rates, and customer churn? Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells? The right customer success platform won’t just impact your customers and accounts. Start Here!

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SaaS Upselling Metrics CRM 76

ClientSuccess

AUGUST 31, 2020

Your customer success department – as well as your organization’s executive leadership – understands that customer success managers need more visibility and insight into account activity in order to make the best decisions for customers, which is where your new customer success platform comes into the picture.

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SaaS Metrics Accountability Sales 105

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Second, there is the value a customer account can bring outside of traditional revenue. eBook: Ultimate Guide to Customer Success Metrics.

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Upselling Metrics Accountability Sales 59

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. In the relatively new field of customer success, however, you might not have the benefit of this experience within your own team—which is why we’re here to help.

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Best practices Accountability Management Metrics 52

ClientSuccess

JANUARY 30, 2023

This blog post will discuss three metrics to consider when evaluating your customer success team size. Setting realistic ACV targets to ensure each CSM can devote enough time and attention to their accounts is essential. The simpler the product is to set up, learn, and use, the more customer accounts the CSM can manage.

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Best practices Accountability SaaS Enterprise 70

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

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Metrics SaaS Best practices Accountability 41

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Metrics 64

Metrics Upselling SaaS Education 64

ClientSuccess

APRIL 6, 2021

Customer ‘success’ is measured by many different metrics. With so many metrics to track, it can be overwhelming to get a hard read on exactly where a customer is when it comes to sentiment. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Metrics Toolkit .

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Metrics SaaS Accountability Best practices 68

ClientSuccess

DECEMBER 7, 2020

CSMs have been hard at work managing their customer accounts throughout the tumultuous months 2020 and, in many cases, keeping their organizations afloat until new sales can catch back up. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores. Want to learn more?

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SaaS Metrics Accountability CRM 65

ClientSuccess

AUGUST 3, 2020

Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before. Customer account plans can change a month or a year in the future. eBook: How to Build and Scale a Customer Success Team.

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SaaS Accountability Metrics Sales 81

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. . eBook: 5 Ways To Surprise & Delight Your Customers. Toolkit: Churn Management Toolkit. The post Ready to Boost Customer Retention?

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ClientSuccess

NOVEMBER 9, 2022

Here are three considerations to take into account when it comes to investing in customer success operations: 1. With numbers and metrics guiding strategic decision-making, operations resources can help CSMs identify red flags, create targeted action plans for customers, and even predict issues before they occur.

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SaaS Metrics CRM Sales 68

ClientSuccess

MARCH 29, 2021

This learning curve can be even steeper for new CSMs, since the details of customer accounts can be largely attributed to ‘tribal knowledge’ rather than actual repeatable processes. Account Onboarding. Next comes the account onboarding, where new CSMs will need to deep dive into all the elements of their new customer accounts.

Accountability 77

Accountability Education CRM Metrics 77

ChurnZero

DECEMBER 1, 2023

What’s the difference between customer success, customer support, account management, and professional services? Understand the unique roles of customer success compared to customer support, account management, and professional services. Renewal and expansion: create processes for retaining and growing accounts.

SaaS 52

SaaS Customer advocacy Journey mapping Customer centricity 52

ClientSuccess

JULY 20, 2021

One of the most critical associated metrics with net retention is net revenue retention, which is the total recurring revenue retained year over year, including everything from renewals to upsells to expansions. Net retention rates encompass all changes to your customer accounts. eBook: 3 Steps To Putting Your Customer First This Year.

SaaS 69

SaaS Customer retention Upselling Accountability 69

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. The Customer Satisfaction Score is a metric that addresses both strategic data uses. . Department leaders and executives can also use this metric to understand how one or multiple customer accounts are doing.

Metrics 52

Metrics Customer effort Accountability Personalization 52

ClientSuccess

OCTOBER 12, 2020

The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations. An account has been stagnant – not growing or expanding – for well beyond the normal amount of time. Your team may be REACTIVE if….

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Journey mapping SaaS Accountability Metrics 59

Comm100

MARCH 28, 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Weekly reports also ensure high levels of accountability and give you more opportunities to improve customer service. Apart from these metrics, you can also measure agents on their overall quality of service.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46

SharpenCX

MARCH 24, 2020

But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Metrics in the workplace are incredibly helpful. It holds them accountable and helps you give good, specific recognition. Gallup also found employees who think their manager holds them accountable for performance are 2.5x

industry standards 52

industry standards Metrics Call Center Wait times 52