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

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

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 84

Metrics Sales Coaching Accountability 84

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 97

Customer Service Personalization Upselling Self service 97

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

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 115

Upselling Enterprise Accountability Metrics 115

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 83

Upselling Enterprise Healthcare Metrics 83

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

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 121

Best practices Upselling Metrics Journey mapping 121

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 88

Customer Experience Education Customer centricity Metrics 88

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 110

CRM Upselling Metrics Accountability 110

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

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 101

Customer centricity SaaS Upselling Metrics 101

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

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

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

Balto

JANUARY 14, 2025

From understanding the fundamentals of call center predictive analytics to diving into real-world call center analytics use cases, this comprehensive guide covers everything you need to know about analyzing call center data. Predictive Analytics: Uses historical data to forecast future events like call volumes or customer churn.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

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 100

Sales Upselling Metrics Accountability 100

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

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 88

Metrics Upselling Accountability Enterprise 88

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Share data and results of the customer experience analytics in an easy-to-use tool. Customer churn is the opposite of retention.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

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 106

Best practices SaaS Journey mapping B2C 106

Callminer

JUNE 3, 2019

The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics. The technology works to combine what’s going on in real time with historical data for context to guide your agent to the proper solution. Improper training leaves agents unprepared.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies.

SaaS 52

SaaS Metrics Advertising Upselling 52

GetFeedback

MAY 9, 2019

F or CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered. First, you need to create a CX metrics program.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Totango

AUGUST 9, 2022

While customer segmentation predates digital technology, segmentation today relies heavily on digital databases and data analytics. Databases store customer data in organized categories for efficient retrieval and use. Data analytics allows stored information to be scanned for patterns that reflect useful business intelligence.

Best practices 103

Best practices B2B Journey mapping Upselling 103

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. The key metric here is churn. The same applies to CLTV. Higher CLTV means lower churn.

SaaS 100

SaaS Upselling Metrics Journey mapping 100

CustomerSuccessBox

APRIL 7, 2022

Regardless of the number of metrics, it is always important to assess the quality of the efforts. Be that you use just one metric or are in the process of identifying many. The golden metric to look at is Net Dollar Retention. It is crucial at this point that you find all the data-driven ways. That is important to track.

SaaS 98

SaaS Benchmark Upselling Metrics 98

TeamSupport

MAY 11, 2021

1 There must be a shift out of reactive mode and into far more effective proactive stances by gathering and using the data from every interaction to inform this approach. 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.). Download the report.

B2B 98

B2B Upselling Metrics Education 98

Totango

MARCH 6, 2020

To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers. Product metrics. Use the data you have to time feedback campaigns around customer milestones and achievements, or recent changes in behavior. What is VoC?

Best practices 93

Best practices Upselling Feedback Enterprise 93

Pointillist

JULY 25, 2018

In either case, you likely have questions around what use cases to pick, how to create a project team and how to prepare your data. What are the quantitative business goals that will influence the journey analytics project e.g., churn, retention, acquisition, cross-sell, upsell, purchase, rate of renewal etc.? If so, you are not alone.

Analytics 93

Analytics Government Metrics APIs 93