ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. Why are we doing a Customer Success conference ? One of the most common question to ChurnZero is : when are you going to have a conference? How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

TeamSupport

MAY 11, 2021

That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. We’re all very focused on metrics related to the Marketing pipeline (number of MQLs, return on our paid search investment, cost-per-lead, etc.). What did they mean ?

B2B 98

B2B Upselling Metrics Education 98

Quality Contact Solutions

OCTOBER 25, 2021

Metrics: You have to be able to measure results. Metrics provide essential information needed to evaluate the program from top to bottom in an easy-to-read report. We make outbound calls to renew memberships, win-back lapsed members, promote conferences, and cross-sell and upsell members with new membership programs.

Telemarketing 98

Telemarketing Scripts Benchmark Upselling 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

ChurnZero

SEPTEMBER 22, 2020

For those of us looking to “level up,” the BIG RYG Customer Success Conference provides just the opportunity. The question of whether Customer Success should own the renewal, expansion and upsell is one of the most debated topics in CS. It’s your chance to cut through the jargon and learn real practical advice. .

Management 93

Management Upselling Metrics Marketing 93

Totango

MARCH 5, 2021

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. Managing your CRR confers several important benefits which can directly benefit your bottom line. A Positive Customer Retention Rate Leads to Renewals and Upsells.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

ChurnZero

SEPTEMBER 8, 2020

Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. Join the live stream for @SaaStrAnnual @ Home – now @BellaRenney from @tray talking about the key metrics of growth -> expanding and retention as the main drivers [link] #SaaStrAnnual #growth #saas.

SaaS 90

SaaS Upselling Customer centricity Education 90

Voxjar

MARCH 10, 2020

Not to mention that you’ve been given a budget and are responsible for the measuring the success of your call center metrics. Your starting to hear the acronym KPI tossed around at conferences and even between members of the executive team. And, what do KPIs have to do with customer service metrics? So, let’s get into it….

Metrics 52

Metrics Customer Service Call Center Customer retention 52

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Create an atmosphere of trust with customers.

Benchmark 80

Benchmark Upselling Education Best practices 80

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

MAY 10, 2019

Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. Customer Success Should Own Renewals and Upsells. Hope to see you all at the TSW Las Vegas conference in the Fall! Top 10 Customer Success Takeaways from TSW 2019. Upcoming Webinar.

Technology 74

Technology Upselling Enterprise Metrics 74

ProProfs Blog

MAY 29, 2020

Product Launches and Other Sponsored Events: Product launches, conferences, seminars, and other industry events are an excellent opportunity for brands to introduce themselves to their customers.Company events not only as a touch point but also allow you to open other channels of communication in the form of pre and post event surveys.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. What metrics do you watch closely? How did you personally get started in Customer Success?

Coaching 0

Coaching Upselling Engineering Marketing 0

Fonolo

MARCH 28, 2023

They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX. Providing training and coaching: Training and coaching call center agents is an important part of the job.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

ChurnZero

OCTOBER 30, 2020

At BIG RYG, ChurnZero’s annual Customer Success conference, we hosted a panel discussion featuring CEOs of SaaS companies that are (re)defining the future of customer success, engagement, and experience. There’s much skepticism about NPS being a valid metric to rely on. The expert panel included Pendo.io How do you counter this?”.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

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

Nicereply

JUNE 18, 2020

Track the right metrics. To successfully deal with all these activities you are also going to need a reliable system of metrics for tracking customer retention. Even though it may seem to you like something complicated, this rate is metric whose value grows every time a customer decides to bail on your business.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CustomerSuccessBox

MAY 30, 2022

*Julie, a Customer Success Manager , with ABC corp (a B2B SaaS firm) is excited about the upcoming annual conference. 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. But what does it tell?

Upselling 52

Upselling Calibration Engineering Big data 52

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. Be sure to gather baseline metrics before you implement your new solutions, so you have proof points demonstrating the success of your investments.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Amity

FEBRUARY 2, 2016

The conference speakers include some of the most experienced and visionary thought leaders in the Customer Success community. May 10-12 - Pulse 2016 Conference. It determines the effectiveness of free trials, paid pilots, churn reduction, renewals, upsells and referrals. 5th Annual SaaS Metrics Report.

SaaS 80

SaaS Education Customer retention Sales 80

ChurnZero

SEPTEMBER 6, 2024

Expansion opportunities: With every goal you help customers achieve, new goals emerge, which frequently present opportunities for upsell and cross-sell. Join us at ZERO-IN 2024, the essential conference for customer success leaders, this October. It takes work, but it’s a big opportunity to lead. Watch the webinar in full here.

Coaching 52

Coaching Upselling SaaS Sales 52

Voxjar

APRIL 9, 2020

While we certainly have more than enough options to communicate remotely with email, Slack, video conferences, and a good old phone call; coming to terms with the added barrier of distance can be a little painful. And OptimumCX increased their cross and upsell conversion rate by 82% in a matter of weeks. Data Security.

Coaching 52

Coaching Call Center Analytics contact center workforce 52

ChurnZero

AUGUST 15, 2024

Looking across accounts for trends involves using AI tools to sift through customer data and identify patterns that could indicate potential churn or opportunities for upsell. Step 1: Define key metrics. Identify the key metrics that matter most to your business, such as customer health scores, usage frequency, and NPS scores.

Customer retention 52

Customer retention Management Accountability Analytics 52

Global Response

AUGUST 7, 2023

Customer segmentation not only allows you to better understand your customers—thus enabling you to improve upselling, cross-selling and so on—but it also allows you to more easily and effectively personalize your customer experiences. There’s no business out there who doesn’t want to improve their customer retention and CLV.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

Amity

MAY 9, 2016

When I was a Customer Success Manager at Eloqua, the role was managing accounts (Renewals, Upsells, Cross-Sells, Success Planning). ” Now we have an industry conference called Advocamp , and this year we had over 800 people attend. Cross-sell, upsell, retention. Customer Health is important and usage of the product.

Coaching 56

Coaching Upselling Accountability Sales 56

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? That’s No.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? That’s No.

SaaS 52

SaaS B2B Upselling Metrics 52

CustomerSuccessBox

JUNE 8, 2022

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. And so you want to do net retention rate, which is the revenues minus the down-sell minus the churn plus the upsells. You want to do customer logo churn rate and numbers.

Management 52

Management Upselling Accountability Chief Customer Officer 52

Quiq

MARCH 8, 2019

Most problems that are addressed through live chat are resolved in 42 seconds ( Growth Marketing Conference ). Average order value (AOV) is a key metric to gauge how much revenue a company generates with each transaction. Live chat gives trained agents the opportunity to upsell and cross-sell and influence average order value.

Customer retention 44

Customer retention Upselling Sales Customer centricity 44

CustomerSuccessBox

DECEMBER 4, 2018

Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. What you should focus on are customer metrics like product adoption, product stickiness, and other leading metrics which are going to help you achieve your internal KPIs. This is a reactive approach and is NOT true.

Best practices 40

Best practices Customer retention SaaS Metrics 40

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. As a result, they imagine themselves having to work across incredibly disparate time zones, taking conference calls at 2am or having to wait days for responses to urgent emails.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. Making customers happy is no longer good enough. . . C S will undergo its first pressure test; be prepared. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Mindtouch

APRIL 30, 2018

What and how much of your service is a ‘good customer’ who renews/upsells using? Grafham builds on this idea in his LinkedIn post Scaling Customer Success : What do you want your customers to be doing with your service?

SaaS 48

SaaS Upselling B2B Self service 48

Integrity Solutions

MAY 23, 2023

Based on what we know about connection, you should prioritize existing clients (for upselling and cross selling purposes), past clients and potential referral partners. You must keep your customer or client top of mind — their priorities, pain points, metrics, goals, industry trends that are helping or hindering them, etc.

Sales 91

Sales Coaching Brand ambassadors B2B 91

aircall

FEBRUARY 1, 2021

Upsell, cross-sell, referrals. Use metrics and KPIs to evaluate progress on goals. Robust voice calling features allow call center representatives to: Practice transferring sales calls, Place conference calls. Giving a persuasive sales call presentation. Making a connection with customers. Storytelling. Customer experience.

Best practices 62

Best practices Sales Call Center Coaching 62

JustCall

MARCH 9, 2023

After the software processes all this data, it can generate reports on sales performance metrics like sentiment, buying moments, call conversions, revenue from calls, average deal size, and more. AI-powered tools enable them to upsell or clinch the deal by providing key insights into the customer’s buying journey, thereby boosting revenues.

Coaching 52

Coaching Sales Chatbots Analytics 52