ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

ProProfs Blog

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

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Metrics Customer retention SaaS Surveys 142

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 Customer retention Upselling 52

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 Customer retention 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

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

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.

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Metrics Customer advocacy Customer centricity Customer effort 59

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.

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Metrics SaaS Accountability Upselling 89

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.

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SaaS Upselling Metrics Journey mapping 100

Call Journey

JUNE 23, 2019

It’s a busy month of June for Call Journey, the leading pioneer in Conversation Analytics, as it takes part in another headliner contact center event of the year. This time, the team heads to the city of lights, Las Vegas, for the 20th anniversary of Customer Contact Week (CCW), the world’s largest customer contact event!

Engineering 40

Engineering Analytics Upselling Scripts 40

Call Journey

JUNE 23, 2019

It’s a busy month of June for Call Journey, the leading pioneer in Conversation Analytics, as it takes part in another headliner contact center event of the year. This time, the team heads to the city of lights, Las Vegas, for the 20th anniversary of Customer Contact Week (CCW), the world’s largest customer contact event!

Engineering 40

Engineering Analytics Upselling Scripts 40

ChurnZero

JUNE 15, 2023

Tactically speaking, the most common mistake I see is organizations lacking the appropriate unique identifiers on usage events. Be diligent about getting your account and contact external IDs on the event data itself. How many usage events should Customer Success teams track in their product? Uncovering expansion potential.

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Accountability Upselling Analytics Metrics 96

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

Cincom

MAY 8, 2024

By making communication a priority, companies see growth across all metrics. Setting up workflows to activate events like purchases, milestones, or renewals enables sending personalized messages precisely when engagement potential is highest. Continuously analyze performance metrics on automation to refine over time.

Best practices 52

Best practices Metrics Education CRM 52

Beyond Philosophy

NOVEMBER 10, 2014

Your existing customers are far easier to upsell. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

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Customer Experience Customer retention Upselling Banking 411

CustomerSuccessBox

JULY 1, 2022

Your high-touch customer success team will operate more productively if it can identify the KPIs and metrics early on. Setting customer success metrics involves more than just measuring performance. For instance, performing business reviews typically enhances upsell sales. This makes the goals specific and measurable.

SaaS 52

SaaS Upselling Metrics Accountability 52

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

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Customer Experience Education Customer centricity Metrics 118

Totango

FEBRUARY 23, 2023

While net revenue retention (NRR) is a key business metric for many companies, Chris shared that customer success operations can also help you get a closer look at leading indicators to tell whether your team is on track to hit the target. It’s not a set it and forget it metric.” It’s about the customer’s outcome.”

Metrics 86

Metrics Upselling Accountability Enterprise 86

Totango

DECEMBER 3, 2021

Account Health focuses on a customer’s health score, which takes multiple dimensions of customer data metrics and classifies them into a single representation of green, yellow, or red. With this system, alerts are automatically generated about any customer who requires attention – whether there is a churn risk or an upsell opportunity.

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Metrics Accountability Upselling Enterprise 96

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Totango

SEPTEMBER 1, 2022

In general, QBR meetings help ensure that SaaS clients receive the value they’re paying for from their software provider, promoting higher subscription renewal, upsell, and referral rates. Overall, the benefits of SaaS QBRs boil down to higher subscription renewal rates and more revenue from upsells and referrals.

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SaaS Journey mapping Upselling Best practices 100

ChurnZero

SEPTEMBER 22, 2020

With sessions both live and available on demand post event, you won’t miss an opportunity to squeeze in some professional development. . The question of whether Customer Success should own the renewal, expansion and upsell is one of the most debated topics in CS. Should Customer Success own the business relationship? .

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Management Upselling Metrics Marketing 93

Totango

JULY 8, 2021

With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon. There are two types of check-ins your Customer Success Team should monitor: event-based engagements and periodic check-ins.

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Upselling Accountability Customer retention Metrics 65

ChurnZero

JUNE 28, 2024

However, CS is becoming a more revenue-driven profession, with retention, upselling, and renewals being key factors in retaining and growing revenue. Most CS departments currently own at least one of these metrics. These events can help your CSMs see a new side of the industry and meet current and potential customers.

Sales 52

Sales Surveys Upselling B2B 52

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. Analyzing customer success metrics. Analyzing Customer Success Metrics. What is a Customer Engagement Strategy?

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Customer centricity Metrics Upselling Enterprise 93

CustomerSuccessBox

JUNE 20, 2022

In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Detect and Act on Upsell & Cross-sell Opportunities.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

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

ChurnZero

JANUARY 10, 2022

You’ll be able to put together much more efficient internal workflows and define responsibilities and metrics. Define Key Onboarding Events, Correlate Them to Customers’ Success. Take time to allow your Customer Success team to identify events that will help define your customers’ success, both technical as well as business success.

Best practices 98

Best practices SaaS Metrics Sales 98

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.

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Analytics Government Metrics APIs 93

Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. Monitor the right metrics – The customer experience is revealed in their use of the product.

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SaaS Enterprise Metrics Upselling 107

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

Totango

OCTOBER 20, 2020

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

Customer Experience 87

Customer Experience Education Customer centricity Metrics 87

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

CSM Practice

JUNE 4, 2021

Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. . For the purpose of this discussion, we related expansion revenues rate to the amount of upsell or cross-sell revenues.

SaaS 52

SaaS Upselling Metrics CRM 52

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

Totango

NOVEMBER 3, 2021

This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. You can use a number of methods to conduct NPS surveys, including: Sending emails to customers after specific trigger events. Surveying your customers after a set interval of time has expired.

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Best practices Surveys Upselling Journey mapping 100

Totango

NOVEMBER 3, 2021

This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. You can use a number of methods to conduct NPS surveys, including: Sending emails to customers after specific trigger events. Surveying your customers after a set interval of time has expired.

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Best practices Surveys Upselling Journey mapping 99