TechSee

SEPTEMBER 26, 2024

This metric is a key driver of long-term growth and brand loyalty. Additionally, metrics like Average Handling Time (AHT), which measures the time spent resolving customer issues, improve dramatically when Agentic AI is integrated into customer service or CX workflows. Book your Sophie AI demo today!

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

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. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

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

Totango

MAY 14, 2019

You’ll also need to use different metrics for each stage of the customer journey, including different KPIs for onboarding , escalation , adoption , and renewal. This metric is about measuring how well your product meets customer expectations. Request a demo or explore Spark to start making the most of customer success KPIs.

Metrics 97

Metrics Surveys Upselling Advertising 97

Totango

JULY 23, 2019

This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. Through repeatable, personalized actions, the enterprise nurtures customer growth in anticipation of continued renewal and upsell, like a farmer nurturing an orchard of trees to repeatedly bear fruit.

Upselling 92

Upselling Customer centricity Enterprise Education 92

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. Customer Success Financial Metrics.

SaaS 46

SaaS Metrics Upselling Customer retention 46

Totango

NOVEMBER 10, 2017

When looking at leveraging the model, organizations should: build an early warning system with alerts and notifications; use it to forecast churn, renewal and upsell opportunities; set up trigger-based emails to nurture accounts back to good health; and make company health information visible to everyone in the company. What did they learn?

Upselling 77

Upselling Accountability Metrics Technology 77

Totango

JULY 16, 2019

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. Track the Right Metrics. By focusing on metrics that closely influence business outcomes , you can better provide value.

Upselling 69

Upselling Enterprise Metrics SaaS 69

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. A SaaS customer goes through acquisition, onboarding, retention, and upsell. You look to deliver early value during the trial / demo to convert the prospect.

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. This metric provides at-a-glance insight into a customer’s likelihood to renew. Product Adoption.

Upselling 69

Upselling Enterprise Metrics SaaS 69

Totango

NOVEMBER 10, 2017

When looking at leveraging the model, organizations should: build an early warning system with alerts and notifications; use it to forecast churn, renewal and upsell opportunities; set up trigger-based emails to nurture accounts back to good health; and make company health information visible to everyone in the company. What did they learn?

Upselling 72

Upselling Accountability Metrics Technology 72

Amity

APRIL 30, 2018

And while Sales might focus on hitting targets every month ; Renewals, Upselling and Customer Retention would not be possible without the Customer Success Manager. This is enabled by CSM’s ability to understand the customer’s goals for the product, and by discussing what metrics they will be using to measure success.

Sales 82

Sales Upselling Education CRM 82

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 76

Customer retention Upselling Enterprise Metrics 76

Totango

JANUARY 30, 2020

That having been said, research supports the fact that customer experience, satisfaction, net promoter score, and other metrics are all higher/better when owned by CSMs. Metrics such as product usage rates, feature access, time spent in an application, and license utilization are crucial to track progress.

Accountability 71

Accountability Management Upselling Enterprise 71

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

APRIL 13, 2021

Distinguishing gross retention vs. net retention can provide deeper insights into your success metrics. This metric is also known as gross revenue retention (GRR), which highlights the fact that we’re talking here about revenue retention rather than customer retention , at least directly. Learn what these KPIs tell you.

Upselling 71

Upselling Customer retention Metrics Enterprise 71

Totango

JUNE 20, 2019

Instead, your core metrics are telling you there’s something wrong. You can calculate your customer adoption rate using key metrics. By accessing these core metrics , you can see how well a customer is adopting your product. Request a demo to explore Spark and start boosting adoption rates.

Metrics 88

Metrics Upselling Feedback Accountability 88

Totango

SEPTEMBER 20, 2022

Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns. Higher retention creates more opportunities for upsells and referrals, increasing revenue. The post What is Customer Enablement?

B2B 88

B2B SaaS Education Brand ambassadors 88

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. What’s more, this approach has a direct impact on renewal and upsell rates, making it a win-win for both your company and the customer. Take a proactive approach to problem-solving before issues arise. Develop a continuous learning mindset to stay ahead of the competition.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

SEPTEMBER 13, 2022

Track metrics measuring customer success. Expansion of product usage through upsells. In that case, this might trigger a customer retention workflow to reach out and take corrective action, while a customer with a high satisfaction score might trigger an upsell offer. Plan, analyze, and understand your customer lifecycle.

SaaS 93

SaaS Upselling Best practices Customer retention 93

Totango

FEBRUARY 5, 2019

With constant customer engagement and data monitoring, though, you can use change as an agent for personalizing your messaging and upselling your service. Help them benchmark their success by using statistics and accurate metrics so their growth becomes more visible. Maintaining Customer Success Effort. Image courtesy Rido81. .

SaaS 76

SaaS Upselling Customer retention Benchmark 76

Totango

JUNE 6, 2019

Keeping a close watch on the customer health scores it generates—a live measurement of combined business-related metrics that determine the customer experience—will tell you how to engage with each account. If a customer’s health score is high, they may be ready to renew early or may be a candidate for upsell and cross-sell opportunities.

Enterprise 95

Enterprise Upselling Accountability Best practices 95

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Coaching 58

Coaching Metrics Upselling SaaS 58

Totango

JUNE 4, 2019

If the lifeblood phases of upsell, cross-sell, and renewal are outcomes based on customer experience , then direct customer testimony of that experience is invaluable. It can be used to generate insightful metrics that reveal product adoption rates, feature uptakes, escalations, and a customer’s progress on their journey.

Upselling 83

Upselling Feedback Enterprise Surveys 83

Totango

JANUARY 30, 2020

That having been said, research supports the fact that customer experience, satisfaction, net promoter score, and other metrics are all higher/better when owned by CSMs. Metrics such as product usage rates, feature access, time spent in an application, and license utilization are crucial to track progress.

Accountability 63

Accountability Management Upselling Enterprise 63

ClientSuccess

FEBRUARY 22, 2023

The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. Learn more about the role of customer success in your organization in this webinar. The post Differentiating Customer Success and Support appeared first on ClientSuccess.

First call resolution 70

First call resolution Best practices Upselling Education 70

ClientSuccess

NOVEMBER 1, 2018

In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals? eBooks: Ultimate Guide to SaaS Customer Success Metrics. But which one actually impacts a business more?

Upselling 61

Upselling SaaS Accountability Analytics 61

ClientSuccess

SEPTEMBER 27, 2018

This will ensure that if (or when) there are issues, upsell conversations, or any signs of confusion down the road that you can bring in other voices into the conversation. Gathering Critical Data and Metrics for Better Decision Making. This makes having real-time visibility into customer metrics (MRR, ARR, retention trends, etc.)

SaaS 74

SaaS Finance Metrics Upselling 74

Totango

JULY 30, 2019

To ensure your client gets the most value from the product, make sure they have appropriate goals and metrics established to increase their ROI. As such, most customer value is derived over time through recurring revenue, renewal and upsell rather than being captured at a single sale point.

Customer Experience 78

Customer Experience Enterprise Metrics Upselling 78

Totango

OCTOBER 1, 2019

For example, your customer needs to onboard two new employees while simultaneously working through an upsell with your sales team. These goals are drawn from customer data and should focus on metrics and proactive engagements that have a positive impact on a customer’s experience of value. Request a demo to get started.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. Establish goals and the metrics needed to measure them early on within the customer journey. Request a demo or explore Spark to learn more.

Customer centricity 90

Customer centricity Education Upselling Advertising 90

Totango

JULY 23, 2019

This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. Through repeatable, personalized actions, the enterprise nurtures customer growth in anticipation of continued renewal and upsell, like a farmer nurturing an orchard of trees to repeatedly bear fruit.

Upselling 63

Upselling Customer centricity Enterprise Education 63

ClientSuccess

NOVEMBER 21, 2017

We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. Take a deeper look at the metrics. Do your research.

Upselling 50

Upselling Metrics SaaS Best practices 50

Quiq

AUGUST 24, 2021

Because care’s impact is no longer isolated to metrics like deflection or CSAT. Additionally, by enabling customers to subscribe to post-purchase updates, eCommerce brands establish a valuable channel to upsell. See a Demo Today. Online retailers that do not support these experiences will lose out to those that do.

Self service 74

Self service Customer Care Upselling Customer Support 74

ChurnZero

JANUARY 17, 2020

“In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” . Or perhaps upsell opportunities? Or perhaps upsell opportunities? Daily logins .

Best practices 72

Best practices Upselling Accountability SaaS 72

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. Remember, the journey is not linear; a customer might experience escalation during adoption or circle back to onboarding due to an upsell. Request a demo to get started.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

ClientSuccess

DECEMBER 12, 2022

This bonus model generally focuses on both quantitative objectives (retention, upsells or cross-sell measures) as well as qualitative ones (contributing to the team mentality). The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance.

Management 87

Management Sales Accountability Upselling 87