ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

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SaaS Metrics Customer retention Construction 94

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

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SaaS Metrics Accountability Technical Support 98

Totango

FEBRUARY 19, 2020

Hi, Today we have some exciting product updates, as well as an upcoming webinar you can join for more best practices. We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. SuccessBLOC Scorecards, Now With User KPIs.

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Metrics Best practices Accountability Technology 71

CSM Magazine

JANUARY 28, 2025

Whether delivered through an online knowledge base , interactive webinars, or in-platform tutorials, customer education ensures your users not only understand your offering but also develop a deeper connection to your brand. How Does Customer Education Work? Make resources easy to access via your website, app, or customer portal.

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Education Upselling SaaS Self service 52

ClientSuccess

OCTOBER 25, 2022

In addition to managing the day-to-day health and support of customer accounts, CSMs are tasked with building a strategic vision for customers and reviewing future challenges, wins, and opportunities. . What is a customer account review? Customer account reviews can happen on a quarterly, bi-annual, or even annual basis.

Accountability 74

Accountability Upselling Metrics Sales 74

Tethr

JUNE 1, 2020

Start holding agents accountable for customer experience by aligning agent performance with business outcomes. Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. The post Measure the agent performance metrics that matter to your business appeared first on Tethr.

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Metrics Scripts Coaching Accountability 72

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

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SaaS Metrics Surveys Enterprise 98

CX Accelerator

OCTOBER 21, 2019

Using Asana is an excellent way to drive accountability and make sure the projects remain visible to the organization. The ability to source and find relevant articles, webinars, and resources in real-time. Half the battle in CX is getting stakeholders to move projects forward. Image Source: , Asana Youtube Channel.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Customer segmentation leverages your customer success resources by giving each team member an all-encompassing view across many accounts. Invite customers to upcoming free training webinar series.

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Best practices Customer retention Metrics Enterprise 127

RapportBoost

OCTOBER 20, 2018

– holding teams accountable, while having fun. Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics. ” Registration information for the webinar can be found at [link]. About RapportBoost.

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Contact Center Sales Average Handle Time Metrics 70

ChurnZero

FEBRUARY 21, 2025

Donna asked in her recent ChurnZero webinar. You can also watch her webinar in full at the end. A paid model also drives customer accountability, faster time-to-value, increased adoption, and ultimately long-term retention she says. 4: Choose your success metrics carefully. Watch the webinar in full here.

Sales 52

Sales Metrics Marketing Accountability 52

Fonolo

JANUARY 17, 2023

This familiar technology does things like invite callers to select a language, enter an account number or choose a department at the beginning of a call. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment.

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Contact Center Interactive Voice Response Chatbots Average Handle Time 154

ClientSuccess

NOVEMBER 24, 2020

This new industry focus on customer success will continue into 2021 as executives, boards, and decision makers will look to build on the success of customer accounts. As customer success as a focus continues to grow, the role of the CSM and/or account manager will become more important than ever. Interested in learning more?

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SaaS Finance Metrics CRM 113

CX Accelerator

OCTOBER 21, 2019

Using Asana is an excellent way to drive accountability and make sure the projects remain visible to the organization. The ability to source and find relevant articles, webinars, and resources in real-time. Half the battle in CX is getting stakeholders to move projects forward. Image Source: , Asana Youtube Channel.

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

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.

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Accountability Management Upselling SaaS 62

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

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Metrics Management Sales Surveys 62

Totango

FEBRUARY 11, 2020

Several key adoption metrics will let you know if your customer is heading in the right direction to achieve maximum value from your product. That said, there is no one formula for measuring adoption, and different teams should track different metrics. Beware of vanity metrics like login rates, which don’t give insight into adoption.

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Enterprise Metrics Education Best practices 122

Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Metrics 56

NobelBiz

NOVEMBER 26, 2024

Unlike standard account managers, our advocates actively champion the client’s needs within the organization, offering a more personalized and proactive approach to support. Why You Need to Ask This: Evaluating metrics like average response and resolution times can give insight into a provider’s reliability and commitment to customer success.

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Call Center Multi-channel support voip Technical Support 52

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 Accountability Metrics Sales 105

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? In there we get the experiential metric.

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Sales Chief Customer Officer Surveys Metrics 52

pindrop

AUGUST 22, 2021

The qualitative aspect of the caller-agent connection goes well beyond any statistics and metrics that contact centers use to measure and improve on their work performance. ANI (Automatic Number Identification) Match is a telephony service that allows a business to search their own database for a match with an existing customer account.

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Interactive Voice Response Contact Center Average Handle Time Self service 128

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. Webinar: The Customer Success Maturity Model.

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Customer centricity Accountability Sales Metrics 104

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

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SaaS Metrics Surveys Customer retention 72

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. These actions are the way we personalize our service to meet the demands of our customers. Anticipating customer need

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Customer centricity Metrics Upselling Enterprise 93

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

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First call resolution Call Center Metrics Benchmark 74

AWS Machine Learning

AUGUST 7, 2024

The framework provides a suite of metrics to evaluate different dimensions. In our example, we evaluate responses based on the following dimensions: Answer relevancy – This metric focuses on assessing how pertinent the generated answer is to the given prompt. About the Author Wei Teh is an Machine Learning Solutions Architect at AWS.

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APIs Chatbots Metrics Education 133

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

Talkdesk

FEBRUARY 16, 2021

Enabling agents and other employees to collaborate on key customer accounts and projects breaks down traditional silos that keep vital data and information locked within teams. You rely on outdated analytics and business success metrics. This includes collaboration workspaces, meeting capabilities and screen sharing.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

ChurnZero

DECEMBER 27, 2022

6/ How to transform Customer Success into a profit center with metrics and forecasting. Learn how to emphasize the financial value of your CS team by choosing the right metrics. Learn how one CS leader blazed an unconventional trail to CEO, the five most controversial topics in CS (Is NPS a CS metric? Not so much.

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Benchmark Metrics Accountability Enterprise 90

Branch Mesenger

APRIL 26, 2018

In today's webinar, we'll explore the current state of the hourly employee and how increasing demands and pressures are making scheduling more difficult. Branch Messenger: Hello everyone and welcome to today's Branch Messenger webinar in Scheduling Legislation and what employers employees need to know in 2018. Andrea Johnson: Yeah.

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Transportation Healthcare Education Metrics 74

ChurnZero

MAY 25, 2023

Even if CS doesn’t “own” renewals or expansions in your organization, having a command of the numbers is still important: just because you aren’t held directly responsible for collecting a signed contract does not mean you are not held indirectly accountable for customer retention. Below are recommended metrics to consider.

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Upselling Metrics Surveys Accountability 97

CSM Practice

MAY 13, 2020

Another efficient way to use video is through webinars to highlight product use-cases or useful features related to the situation. ? Meet Customers For 1:1 Appointments. 3. Adjust Your Metrics and KPIs. Tighten the metrics you report on and focus on those that are critical to customer success. Prolong their contract.

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Best practices SaaS Customer centricity Finance 128

ChurnZero

NOVEMBER 26, 2024

To find out more, view our webinar, Why Titles Matter In Customer Success , with Parul Bhandari, fractional customer experience leader at CustomerXSuccess. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences. 3: Provide an engaging overview.

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SaaS Upselling Enterprise industry standards 52

CustomerSuccessBox

JUNE 5, 2019

Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Acting on poor leading metrics till health score is good. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

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Best practices SaaS Accountability B2B 89

Totango

OCTOBER 14, 2017

Customer Health Score takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow or red. On the other hand, once a customer is marked as red, there is something wrong that requires immediate attention with either the value the customer is not getting or the engagement with the account.

Metrics 105

Metrics Accountability Journey mapping Marketing 105

AWS Machine Learning

APRIL 23, 2024

Performance Optimization – Choosing the appropriate resources, implementing caching strategies, and proactively monitoring performance metrics ensure that applications deliver fast and accurate responses, leading to optimal performance and an enhanced user experience. In her free time, she likes to go for long runs along the beach.

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APIs Enterprise Scripts Accountability 127