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

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 103

SaaS Upselling Metrics Journey mapping 103

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

JivoChat

JUNE 8, 2021

Not sure which is the best upsell app for Shopify? But given that upsell apps can increase revenue by an average of 10-30%. And that it’s 68% more affordable to upsell an existing customer than acquire a new one, you know you can’t afford to miss out any longer. Types of Upsell Apps for Shopify. Let’s start! Algorithmic.

Upselling 52

Upselling Analytics Sales Personalization 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.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

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

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

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. First, you need to create a CX metrics program. that make the most impact on your main CX metric. .

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

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

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

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

ChurnZero

MARCH 24, 2025

Maybe you have the data somewhere – engagement metrics are in the marketing automation platform, sales lives in the CRM, product usage data lives in your own application, the list goes on. Its a perpetual advantage when you have the tools and plan to track customer events and get alerts before an issue develops.

Technology 52

Technology CRM Engineering Finance 52

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.

SaaS 110

SaaS Enterprise Metrics Upselling 110

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?

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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? .

Management 93

Management Upselling Metrics Marketing 93

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 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. Start tracking metrics today!

SaaS 52

SaaS Metrics Advertising Upselling 52

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.

Metrics 99

Metrics Accountability Upselling Enterprise 99

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.

Accountability 96

Accountability Upselling Analytics Metrics 96

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

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.

SaaS 104

SaaS Journey mapping Upselling Best practices 104

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

Totango

JULY 19, 2021

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. Totango’s robust platform also enables you to set up events that trigger automated responses, ensuring no changing customer status goes ignored.

Upselling 126

Upselling Feedback Surveys Customer advocacy 126

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

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 Upselling 98

ProProfs Blog

MAY 29, 2020

Product Launches and Other Sponsored Events: Product launches, conferences, seminars, and other industry events are an excellent opportunity for brands to introduce themselves to their customers.Company events not only as a touch point but also allow you to open other channels of communication in the form of pre and post event surveys.

Advertising 109

Advertising Surveys Journey mapping Feedback 109

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 90

Customer Experience Education Customer centricity Metrics 90

Totango

AUGUST 21, 2020

All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. SC: Our business case includes measurement of renewal, upsell, NPS and productivity over a 5 year period. SC: Renewal, Upsell, NPS, and CS Productivity are the business metrics from an ROI perspective. We are 18 months in.

Upselling 117

Upselling Accountability Metrics SaaS 117

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. How to Make it Work.

Enterprise 94

Enterprise Customer centricity Metrics Upselling 94

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

Totango

DECEMBER 21, 2021

Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. It also can create an opportunity for upsell offers when applicable. Milestone Messaging as a Customer Success Manager Automation Strategy. Onboarding Tutorials.

Management 112

Management Best practices Upselling Accountability 112

ChurnZero

SEPTEMBER 8, 2020

Since getting together 13,000+ attendees together in one place wasn’t going to be on the horizon for the rest of this year, they hosted the SaaStr Annual at Home event last week. It was an all digital event with over 50,000 global attendees. Retention + Upsell = Growth It’s more efficient Bella Renney #saastrannual.

SaaS 90

SaaS Upselling Customer centricity Education 90

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.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

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 Upselling Analytics Scripts 40