Totango

MAY 5, 2021

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. The Importance of Measuring Customer Experience.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. Building a health model tailored for complex customer ecosystems An enterprise customer health score goes beyond tracking a single data point. Advanced usage tracking For complex customers, aggregate usage data wont cut it.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Despite their critical roles, customer success teams face the daunting task of managing vast data from customer interactions.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. Customer success owns a large portion of that metric.

SaaS 98

SaaS Metrics Customer retention Upselling 98

ChurnZero

MARCH 14, 2025

Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there? 2: Dont lose sight of value realization metrics and the importance of a consultative approach as leading indicators of revenue goals.

Upselling 52

Upselling Sales Customer retention Consulting 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? Engaging your investors starts by understanding what they care about.

Metrics 98

Metrics Consulting Consulting Best practices 98

Interaction Metrics

JANUARY 7, 2025

Or, in our words, bad data in, bad insights out. Rather than creating a static asset that quickly goes stale, businesses are harnessing real-time data to continuously refine and adapt their journey maps as customer needs shift. Analyze the current state: Use existing data to understand what you already know.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Integrity Solutions

MARCH 11, 2025

Typically, when leaders are evaluating sales performance, they will look at metrics like revenue, conversation rates, quota attainment, average deal size and average sales cycle length. Understanding Sales Metrics Sales performance metrics, or key performance indicators (KPIs) measure how effectively sales teams achieve business goals.

Sales 52

Sales Metrics CRM Coaching 52

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. In fact, data collected by the consulting firm ES Research has shown that 85 to 90 percent of sales training fails to translate into a lasting improvement in productivity. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales Coaching Accountability 86

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core . Accounts with 95%+ licenses consumed.

Upselling 118

Upselling Enterprise Accountability Metrics 118

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.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

ShepHyken

NOVEMBER 20, 2017

Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. With the right data, you can create an experience that sets you apart from your competition with a better CX. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty.

Customer Service 96

Customer Service Personalization Upselling Self service 96

Totango

SEPTEMBER 11, 2020

Today, however, data-driven customer engagement software allows organizations to efficiently engage with clients in a way that is also personalized and valuable to the customer. This data accumulation enables scalable customer communication that provides valuable and relevant content to the client. Improved Brand Consistency.

Upselling 84

Upselling Enterprise Healthcare Metrics 84

TMP Direct

JANUARY 5, 2025

Yet, gathering data is only the first step. Analytics help track key metrics like response times, resolution rates, and wait times to ensure efficient interactions. ” Ultimately, data-driven insights are critical to delivering exceptional customer experiences. Exceptional customer care relies on timely responsiveness.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

CCNG

OCTOBER 19, 2022

Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. over the last two years, 2.4

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Andrew Tillery. MAPCommInc.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ChurnZero

JUNE 15, 2023

Product usage data is one of the best tools customer success managers can use to anticipate customer needs, drive adoption, and increase expansion. With usage data, you can stay one step ahead and get an inside look into your customers’ preferences and potential areas of improvement. What is product usage data?

Accountability 96

Accountability Upselling Analytics Metrics 96

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. This often evolves into free closed platform communities, where services such as Facebook, Slack, or Teams facilitate customer engagement, although they don’t provide data ownership.

SaaS 52

SaaS Gamification B2B Metrics 52

Totango

OCTOBER 20, 2020

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. The Importance of Measuring Customer Experience.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Totango

MAY 6, 2022

We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. ” The customer health score simplifies data from multiple data points by combining them into a single metric represented by a numeric score. Common Customer Health Metrics.

Best practices 124

Best practices Upselling Journey mapping Metrics 124

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. The post A Simple Guide to Renewal Rate Metric appeared first on CSM Practice.

Metrics 89

Metrics SaaS Accountability Upselling 89

TechSee

FEBRUARY 5, 2019

Rewarding customers for sharing their experiences and transforming them into committed social media brand advocates will serve as effective upsell enablers, offering customers discounts on additional products and services in exchange for brand promotion and C2C lead generation. Episode Management. Power to the People.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Totango

NOVEMBER 25, 2020

Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location. With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . Financial data.

CRM 112

CRM Upselling Metrics Accountability 112

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Utilize data-driven insights and customer feedback to develop innovative solutions and drive product improvements.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. This means that successful brands need to align their product experience with what data indicates about customer needs. Use your data to plan new features. One key source of data is support tickets.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

ChurnZero

MARCH 24, 2025

Using a CRM to manage your customer success workflows means that: The data is static and subjective, without any option to auto-update fields. If you dont have unified customer data, and a proper way to analyze and automate from it, then how can you expect to understand your customers experience and anticipate their needs?

Technology 52

Technology CRM Engineering Finance 52

Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Eliminate company silos 1.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ChurnZero

MARCH 28, 2025

The metrics were great. Had I not also sat down with the CS team, I would have missed a lot of the factors that allowed us to have that metric. Heres how to keep CS aligned with what truly drives sustainable growth: Preserve CS-specific metrics. If you only reward upsell, you get short-term thinking. Balance incentives.

CRM 52

CRM Sales Metrics Upselling 52

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

Totango

MAY 7, 2024

If you’d like to see more data around the top priorities and challenges for CS and Sales leaders this year, check out our report. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Churn rate is a major metric for SaaS companies to keep an eye on. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. Timing is Everything.

Management 98

Management Upselling SaaS Education 98

TeamSupport

AUGUST 25, 2022

As far as one for customers is concerned, a 360-degree view is a conglomeration of all customer data in one easy-to-read place. CSAT and NPS are great benchmark metrics and are easy to understand on their own, not to mention they are intrinsic parts to a fully 360-degree view of a customer. Upsell and Expansion.

Upselling 98

Upselling Metrics Benchmark Analytics 98

ChurnZero

JANUARY 20, 2021

Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. If you’re using a subscription billing platform , this can be used to track your customer usage and purchase patterns on a granular level — important data that can help you better target your business to your customers.

SaaS 98

SaaS Upselling B2B Metrics 98

Totango

JUNE 24, 2022

The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics. This makes success quantifiable for objective, data-driven CS management. Practical data usage requires accessible data displays.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Totango

APRIL 11, 2019

To improve the diagnostic value of customer success health scores, build them around the right metrics and derive solutions by understanding how those metrics impact customer lifetime value. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn.

Metrics 90

Metrics Upselling Accountability Enterprise 90

CCNG

JULY 3, 2024

By analyzing and interpreting customer data, CX analytics delivers factual insights that allow companies to personalize their support services – they become better equipped to address customer needs and pain points. This is where CX analytics plays a vital role.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195