Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. How easily they can access support/educational materials.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

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

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. Companies tend to struggle with this, as they fail to offer continual education programs or provide support to those that need an extra push. Improper training leaves agents unprepared.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Upselling SaaS 52

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

ShepHyken

DECEMBER 7, 2023

million metric tonnes of e-waste were generated worldwide, and only a meager 17.4% A simple pop-up reminder in the customer portal of an e-commerce platform can prompt a majority of your users to opt for digital invoices over paper ones, drastically reducing paper usage. Talking about scale, let’s consider smart upselling strategies.

Call Center 163

Call Center Transportation Upselling Education 163

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Upselling Accountability 52

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Helps Sales Teams Educate Buyers in Real-time.

Journey mapping 148

Journey mapping Education B2B Sales 148

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

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

ChurnZero

MAY 3, 2022

SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Customer Experience Metrics Will Improve Your Company’s Performance. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg). But wait: there’s more (online education).

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Upselling 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Upselling 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

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. Educate Customers on How to Succeed.

B2B 88

B2B SaaS Education Brand ambassadors 88

Nicereply

OCTOBER 11, 2024

Also, the customer found significant value in SoFi’s educational content on alternative investments. Finally, link the insights from your surveys with key business metrics, such as sales figures, customer retention rates, or average purchase value. Identify high-value customers and focus on strategies to retain and upsell them.

Customer retention 52

Customer retention Surveys Feedback Education 52

TeamSupport

MAY 11, 2021

86% of people say they’d be more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they’ve bought. 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

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. How easily they can access support/educational materials.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Totango

JULY 19, 2021

They must know how to educate customers so that they will receive value from the product quickly. A majority of organizations that have CS teams now offer bonus compensation on top of salary , such as commissions on upsells and renewals, stock or equity options, and other bonuses. Onboarding. Customer advocacy. Customer support.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Help Scout

MAY 27, 2021

Equal parts educators and therapists, your CSMs listen to your customers and recommend next steps on their journeys. Education and empowerment: Your customer success team is responsible for teaching your customers how to use your product. It is their job to serve as guides for new users as they come in and move through their lifecycle.

Accountability 66

Accountability Management Upselling Education 66

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

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. The first and arguably most important responsibility of the CSM is to onboard new customers and educate them about the product. Success picks up where Sales ends off.

Sales 82

Sales Upselling Education CRM 82

Totango

AUGUST 21, 2020

And we’re helping to educate the partners on that we’re providing better data and insights so they have some of the same kind of insights we have about customers. . All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. SC: We have an external portal for Partners called SAP4Me.

Upselling 117

Upselling Accountability Metrics SaaS 117

Education Services Group

JANUARY 18, 2022

To illuminate your team’s effect on strategic expansion, we suggest wielding a mighty metric that packs a real punch – one that even Wall Street uses as a shorthand way to evaluate the health and vitality of a company. Why are we crowning NRR as the new king of CS metrics? The only CS metric your board of directors cares about.

Metrics 52

Metrics Upselling Sales Analytics 52

ChurnZero

SEPTEMBER 8, 2021

Also be sure to join our CEO and Founder, You Mon Tsang for his session on 9/28 on “ Top Customer Metrics for Your Board and Investors and How to Nail Them.”. This educational and networking event will be held on October 6-7 in Washington DC. We are proud to be a Super Gold sponsor of the event and you can find us in booth #324.

Personalization 95

Personalization SaaS Upselling B2B 95

Totango

APRIL 8, 2020

With services and products now readily available online through Cloud computing, customers are choosing low-risk, on-demand solutions that spread the value of an agreement across a recurring cycle of renewal and upsell. Onboarding. Escalation. Even the most successful customer relationships encounter obstacles from time to time.

Customer Experience 106

Customer Experience Enterprise Education Accountability 106

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

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. Wondering which metric to choose? Customer churn is the opposite of retention. So why should you care?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

Totango

SEPTEMBER 11, 2020

As a result, businesses can build better client communication, create enticing offers for upsell opportunities, and meet overall business goals in a more reliable manner. . Factors such as correct profile configuration, a basic understanding of functionalities, and the ability to find educational resources are key in these initial stages.

Upselling 84

Upselling Enterprise Healthcare Metrics 84

ChurnZero

NOVEMBER 22, 2019

There are relatively few conferences for Customer Success professionals and there is a hunger and demand for these gathering events that educate, network and inspire. How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Unlike renewals, upsell opportunities are not tied to a specific timeframe. Product Adoption.

Upselling 71

Upselling Enterprise Metrics SaaS 71

Totango

JULY 13, 2021

In the future, you may be able to offer them an upsell. If they are not engaging with certain functionalities, be sure to educate the customer about them. When they are ready to activate their subscription, make sure it’s as easy as clicking “accept” or entering a new credit card number. And if a customer does cancel, find out why.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

Pointillist

JULY 25, 2018

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.? Success Metrics for the Team. Success Metrics for the Project. You will need to establish metrics for measuring the success of employee training.

Analytics 93

Analytics Government Metrics APIs 93

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. This may mean they need further education or support. 2: It Takes Too Long to Get Going.

Customer centricity 90

Customer centricity Education Advertising Upselling 90

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Metrics 64

Metrics Upselling SaaS Education 64

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. Teach customers about your product or service and invite them to participate in educational events.

Benchmark 80

Benchmark Upselling Education Best practices 80