Customer Guru

AUGUST 1, 2018

Armed with such insights, companies could act on the feedback to recover some detractors as well as upsell promoters. There are countless case studies and testimonials on why implementing NPS was taken as a strategic decision by some of the market leaders around the world. Because measuring the score is just the start.

Feedback 90

Feedback Surveys Upselling Metrics 90

Eptica

OCTOBER 28, 2016

However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line. You can read more about L’Occitane’s use of chat in this case study.

Sales 79

Sales Multichannel Abandon rate Upselling 79

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious. The kind of obvious.

Upselling 70

Upselling Metrics Feedback Accountability 70

Totango

OCTOBER 20, 2020

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Customer Experience 88

Customer Experience Education Customer centricity Metrics 88

Totango

APRIL 9, 2019

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. Retaining customers is far less expensive than the cost of acquiring new ones and can bring growth in the form of upsells from current customers. How to Calculate Your Customer Retention Rate.

Customer retention 74

Customer retention Upselling Enterprise Metrics 74

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). For both KPIs, I’d focus on revenue – core revenue retention (excluding cross-sell & upsell) and revenue expansion (up-sell and cross-sell). Variable Split.

Management 111

Management Upselling Sales Accountability 111

Totango

MARCH 29, 2022

Totango has helped us immensely with reporting on onboarding status, health, and engagement metrics to identify and address potential risks in newly adopted accounts. Increase product adoption and identify opportunities for upsell. Grow customer advocacy and change detractors into promoters.

Customer advocacy 98

Customer advocacy Upselling Accountability Sales 98

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. This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. eBook: Ultimate Guide to Customer Success Metrics.

Upselling 59

Upselling Metrics Accountability Sales 59

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc.

Upselling 52

Upselling Metrics SaaS APIs 52

Amity

MARCH 1, 2018

From outcome metrics to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study. And also threw in other things you should probably avoid.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

NobelBiz

SEPTEMBER 3, 2024

’ Read Case Study Ways to Measure Low Call Center Productivity To effectively address productivity challenges, it’s crucial to accurately measure and monitor the performance of your call center. Measure Agent Productivity Implement tools that show, in real time, the performance metrics of all agents.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer success metrics you should track. We go in deeper depth about customer success metrics in this article. Metrics for success that are more advanced.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. .

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

Amity

JULY 4, 2017

From outcome metrics, to usage data, to engagements – there’s a lot of data out there to indicate how healthy your customer truly is. There’s a sudden change in outcome metrics and the way they’re trending. Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

CSM Practice

JUNE 4, 2021

Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. . For the purpose of this discussion, we related expansion revenues rate to the amount of upsell or cross-sell revenues.

SaaS 52

SaaS Upselling Metrics CRM 52

Education Services Group

NOVEMBER 22, 2021

Key metrics to Include in a customer health score. Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Let’s dive in.

Upselling 52

Upselling Metrics Enterprise Feedback 52

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

Totango

DECEMBER 10, 2019

How can you help the sales team increase the number of licenses or upsells? Is there a way to help marketing segment customers for case studies or reference testimonials? Boosting customer retention only happens if you have the capability to target campaigns, call out important features, track metrics, and more. .

Customer retention 64

Customer retention B2B Enterprise Metrics 64

CustomerSuccessBox

MAY 16, 2022

These tools provide insights into various metrics that enable your Customer Success team to identify which customers need more assistance, or where there may be potential pain points. Detect and Act on Upsell & Cross-sell Opportunities. SaaS upsells have to be engineered as they are not going to happen on their own.

Management 52

Management Upselling SaaS Accountability 52

CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Totango

DECEMBER 12, 2019

They define a clear way to track the customer experience, measure it against proven metrics, increase value, and reduce churn. . Customers can experience escalation while they’re in the midst of renewal, or some circle back to onboarding due to an upsell. . It is important to note, however, that the customer journey is not linear.

Management 65

Management Enterprise Best practices Benchmark 65

Amity

MAY 25, 2016

Sales loves to reach out and get references and Marketing might reach out and get Case Studies, so really Customer Success puts that all together and really makes sure that it’s a nice experience for our customers. What types of metrics do you watch closely? One that is near and dear to my heart is Employee Satisfaction.

Best practices 90

Best practices Metrics Sales SaaS 90

Totango

AUGUST 14, 2020

Ideally, this long-term partnership will see your customer reach milestones with your help, expand their use of your product, and upsell or cross-sell in other ways. Identify key champions of product line, ask for case study/quote/event speaking slot. Review results with internal stakeholders at Y date.

Enterprise 78

Enterprise Feedback Upselling Accountability 78

Totango

JUNE 23, 2020

To get to the “net” part of the metric, subtract the percentage of detractors from the percentage of promoters — the score will range between -100 and 100. The NPS metric was designed to get a look at a customer’s thinking right now. This shows how NPS data, as with all metrics, is only useful if it is actionable.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

ProProfs Blog

DECEMBER 21, 2020

Stable customer base results in higher referrals, improved upsell revenue and increased lifetime value (LTV) which further results in improved customer acquisition in future. Calculating the metrics is simple. Share case studies regularly. This can be done by aligning your pricing with your value metrics.

Surveys 148

Surveys Benchmark Feedback Sales 148

CustomerSuccessBox

MAY 30, 2022

She instantly thinks about Mr. X, who has been the focus of numerous previous case studies and whose product usage has been positive. To identify a watermelon customer, the metric that would help you the most is instead the Customer Intent Score. These rules have a threshold for upsell or risk signal generation.

Upselling 52

Upselling Calibration Engineering Big data 52

Totango

JULY 24, 2020

You cannot schedule an upsell engagement at a predetermined time in the customer journey. That support could take the form of additional training or materials such as webinars, or it could be an in-product solution that doubles as a ready upsell. Instead, you have to watch for a need to arise and then proactively fill it.

B2B 62

B2B Best practices Enterprise Upselling 62

Education Services Group

NOVEMBER 25, 2019

More importantly, an Account Manager’s job is to ensure that the customer renews at the end of their subscription period, add upsells and cross-sells to the customer’s account, and generally ensure a consistent revenue for the company. This is the point where they’re most receptive to new products, cross-sells, and upsells.

Accountability 59

Accountability Management Upselling Sales 59

CustomerSuccessBox

MAY 18, 2022

A dedicated AI-powered customer success platform aiding SaaS firms to onboard, retain, upsell and drive MRR. It specializes in curating custom solutions by implementing an appropriate growth strategy focusing on customer success metrics. Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

Amity

JUNE 10, 2014

I would be looking for something to provide my entire service delivery organization a predefined activity path (customer journey) that guarantees consistency and provides my managers essential control points and associated reporting performance metrics. I see these in the form of automated workflows. Amity: Why automated workflows?

Upselling 48

Upselling Engineering Analytics Metrics 48

CustomerSuccessBox

MARCH 10, 2022

For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. It is now possible to see customer health scores that are customized to track metrics that resonate with their goals.

Management 52

Management Customer retention SaaS Customer advocacy 52

Global Response

JULY 23, 2023

Outsourcing also requires you to relinquish some control over day-to-day operations and workflows, which can also reduce service quality and key metrics. In most cases, probably not. Is the ease of using an outsourced call center worth the risk of losing the quality service that keeps your customers loyal to your brand?

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

NobelBiz

SEPTEMBER 10, 2024

Analytics and Reporting: Comprehensive analytics tools provide valuable insights into key metrics, such as customer satisfaction, agent performance, and channel usage. It serves to identify repeating patterns of problems that may include such things as missed upsell opportunities or lack of first-call resolution of customer issues.

contact center solutions 52

contact center solutions Contact Center Multichannel Analytics 52

JustCall

APRIL 5, 2023

Customer Success Metrics and Analytics Key Performance Indicators (KPIs) Key performance indicators are quantifiable indicators of progress towards better performance or a particular result. Customer success metrics include customer satisfaction with overall service and with products. out of 5 stars.

Management 52

Management CRM Customer retention Analytics 52