Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells.

Upselling 78

Upselling Customer centricity Enterprise Metrics 78

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Upselling B2B SaaS 100

TeleDirect

APRIL 7, 2025

Use Metrics to Evaluate Training Effectiveness Track KPIs like first-call resolution, customer satisfaction (CSAT), and average handling time (AHT) to assess performance improvements. Encourage Peer Mentoring and Feedback Create a collaborative environment where experienced agents support new hires and share best practices.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. Set a common customer experience metric and target for the organization.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Customer Feedback.

Metrics 98

Metrics Journey mapping SaaS Sales 98

Customer Guru

AUGUST 1, 2018

Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey. Of course, this requires a fundamental shift in how customer feedback is viewed.

Feedback 90

Feedback Surveys Upselling Metrics 90

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. It integrates various metrics and dimensions into a unified framework that reflects the intricacies of your enterprise clients. Navigate complex purchase decisions influenced by multiple stakeholders.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. And with customer success metrics, you can measure whether your efforts are working. Customer Success Metrics Lead to Action. Adoption Metrics: Measuring the customer’s use of the product. Business Metrics.

Metrics 77

Metrics Upselling Accountability Enterprise 77

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. Let’s take a closer look at how you can pinpoint the metrics that will be useful and tell an accurate story of your sales training ROI. How to Determine Sales Training Metrics. Did our salespeople see value in the training?

Metrics 86

Metrics Sales Coaching Accountability 86

CSM Magazine

APRIL 10, 2025

Sales Assistants AI can act as a virtual salesperson by recommending products based on customer preferences, guiding them through the purchase process, or even upselling complementary items. Survey Collection and Feedback Conversational AI makes gathering customer feedback easy.

Chatbots 52

Chatbots Upselling Healthcare Feedback 52

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Fixing these friction points leads to fewer cancellations, happier customers, and a smoother path to upselling additional features.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. A huge part of how customer success collects intel and feedback from customers is by talking with them. 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.

Metrics 98

Metrics Consulting Consulting Best practices 98

TMP Direct

JANUARY 5, 2025

Analytics help track key metrics like response times, resolution rates, and wait times to ensure efficient interactions. By analyzing historical data, businesses can identify touchpoints that frustrate customers, recognize signs of dissatisfaction or churn, and uncover opportunities for upselling or cross-selling.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Temkin, 2017) 48% of consumers expect specialized treatment for being good customers.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

APRIL 25, 2025

Choose the right metrics to inform your forecasting model. Focus on collecting and tracking the metrics that are most meaningful to your teams retention strategy. With metrics in hand, its time to start pulling out the trends, themes, and stories behind the numbers. Collecting the right historical data is key.

Finance 52

Finance Metrics Engineering Construction 52

CSM Magazine

JANUARY 28, 2025

Drives Upsells and Cross-Selling Opportunities Educated customers are more aware of how your offerings align with their needs, making them more open to upgrading or trying complementary products. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Education 52

Education Upselling SaaS Self service 52

TeleDirect

FEBRUARY 7, 2025

Feedback: Providing appropriate responses that address the customers needs. Sales and Upselling Calls Identify customer needs through active listening. A: Regular training sessions, role-playing exercises, call monitoring, and feedback mechanisms help agents develop active listening skills.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Set a common customer experience metric and target for the organization.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Interaction Metrics

APRIL 17, 2025

At Interaction Metrics, we help organizations of all sizes improve how they collect and use feedback. Its a curated list of 17 Qualtrics alternatives, each chosen for a specific strengthwhether thats streamlined online surveys, better integrations, or smarter ways to tie customer feedback data to revenue. (If

Surveys 48

Surveys Enterprise B2B Analytics 48

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

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. What Is Customer Health Score?

Best practices 124

Best practices Upselling Journey mapping Metrics 124

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. 2: Align community metrics with organizational goals. Product insights: can you quantify the volume and value of community feedback on your product?

SaaS 52

SaaS Gamification B2B Metrics 52

ROI CX Solutions

APRIL 29, 2025

Learn how AI can streamline the operations of your contact center to boost engagement and improve key performance metrics. Automated surveys after interactions with agents ask customers about what worked and didnt work with the service they received, providing immediate feedback to agents for constant improvement and responsive care.

Customer Support 52

Customer Support Interactive Voice Response Chatbots Coaching 52

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

JUNE 3, 2019

Let’s run through some of the triggers that send employees running in the other direction and how managers can help stop the cycle: Poor feedback is stunting agent growth. This holds especially true for call center agents who interact with thousands of customers per month, but only receive feedback on < 5% of these conversations.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

TeleDirect

MARCH 1, 2021

Everything your call center does – field calls , make appointments , outbound communication , you name it – is directly tied to one overreaching metric: customer service. In fact, a contact center is the perfect vehicle for an effective customer feedback loop. Here’s that customer feedback loop again. Better brand awareness.

Call Center 117

Call Center Customer Service Business Process Outsourcing Upselling 117

ChurnZero

NOVEMBER 26, 2024

These might include providing product feedback or internal collaboration. 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. Familiarity with customer success frameworks, metrics, and best practices.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

NOVEMBER 25, 2020

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. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. View and Act on Feedback. Financial data. Sales history.

CRM 112

CRM Upselling Metrics Accountability 112

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. From this feedback, you can identify trends and opportunities to improve customer experience.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

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

ChurnZero

JANUARY 20, 2021

Implementing a system that captures feedback from customers, leads and other prospects. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. That number jumps to 60-70% when you consider selling to your existing customers, according to Market Metrics.

SaaS 98

SaaS Upselling B2B Metrics 98

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. The 6 Key Areas of Customer Success Metrics. There are six key areas of the customer experience that can be accurately measured using customer success metrics.

Metrics 63

Metrics Enterprise Feedback Upselling 63

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Feedback from CSAT surveys and other customer satisfaction surveys lets you listen to what your customers want and need to drive their business outcomes. Use Your Data to Plan New Features.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

Lumoa

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Surveys 78

Surveys Feedback Banking Best practices 78

Totango

JULY 19, 2021

You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Onboarding.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

ProProfs Blog

APRIL 12, 2019

Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations. This has led to companies using Net Promoter Score (NPS) surveys as a metric to evaluate customer loyalty and reduce churn rate. A Net Promoter Score is an established industry metric to measure customer loyalty. What is NPS and How it Works.

SaaS 120

SaaS Customer retention Surveys Morale 120