Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

aircall

SEPTEMBER 11, 2017

Northridge Group ). Temkin Group ). Temkin Group ). 10% to 30% of eCommerce revenues come from upsell and cross-sell recommendations. Marketing Metrics ). It is 4x more expensive for SaaS companies to gain $1 from acquiring new customers than from upselling existing customers. Accentu re ). Medallia ).

Customer Support 115

Customer Support B2C Upselling B2B 115

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Colin Taylor, CEO at Taylor Reach Group. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CCNG

OCTOBER 19, 2022

77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Gartner, 2018) 17% of CX Leaders are using CES as a core CX metric.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Both groups of technologies can be utilized to make analytics more actionable. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Why is NPS ® going up or down?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

Totango

AUGUST 9, 2022

This lets B2B businesses customize their operations for groups of customers with common characteristics or personalize them for individual clients. Research and development : Market research segmentation lets you develop products and services geared toward the needs of specific groups within your customer base.

Best practices 106

Best practices B2B Journey mapping Upselling 106

TeamSupport

MARCH 3, 2021

1 That’s according to research by the Service Excellence Group (ServieXRG). 1-2 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. Most customer support interactions today are reactive, but proactive support is on the rise. Download the report.

B2B 98

B2B Upselling Customer retention Customer Support 98

JustCall

JULY 23, 2020

In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. But, weighing every other metric under the sun means you're in for a waste of your precious time.

Sales 52

Sales Metrics Upselling Benchmark 52

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. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell.

Best practices 89

Best practices SaaS Accountability B2B 89

Nicereply

OCTOBER 11, 2024

Step 2: Categorize responses Based on their scores, categorize your respondents into three groups: Promoters (9–10): These are your most satisfied and loyal customers who are likely to recommend your company. This reveals specific needs or concerns unique to each customer group, so you can tailor your strategies accordingly.

Customer retention 52

Customer retention Surveys Feedback Education 52

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

TeamSupport

MAY 11, 2021

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.). We should be looking at just as many metrics related to our existing customers and just as diligently. Mitigate Risks and Identify Opportunities. But what about the Customer pipeline?

B2B 98

B2B Upselling Metrics Education 98

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Its origins go back over 5 decades, to the earliest days of call centers.

Service level 96

Service level Call Center Abandon rate Metrics 96

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. Next, look at your customers’ goals. What are they trying to achieve with your product?

Metrics 97

Metrics Surveys Upselling Advertising 97

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Regardless of your company size, there must be a cross-functional group of leaders assigned the task to ensure your CX program is implemented properly.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Totango

JUNE 24, 2022

The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics. On the other hand, when data reflects high customer satisfaction, CS teams can extend upsell offers or referral invitations.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. These actions are the way we personalize our service to meet the demands of our customers. Anticipating customer need

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

ChurnZero

SEPTEMBER 22, 2020

The question of whether Customer Success should own the renewal, expansion and upsell is one of the most debated topics in CS. Partners with Product through the stages of group development (Forming, Storming, Norming, Performing) . Should Customer Success own the business relationship? . Speakers include: .

Management 93

Management Upselling Metrics Marketing 93

Totango

SEPTEMBER 29, 2020

Monitor the right metrics – The customer experience is revealed in their use of the product. Using metrics that relate directly to business success will give you a real-time understanding of your customer. Work with your customer to establish clear, business-related targets and then celebrate the achievement of each one.

SaaS 110

SaaS Enterprise Metrics Upselling 110

TeamSupport

DECEMBER 8, 2023

Do you need an enterprise solution, or do you have a smaller group that just needs a modern ticketing system to simplify their workflow? Look for software that provides robust reporting and analytics features, allowing you to track key metrics, identify trends, and measure the effectiveness of your support efforts.

Customer Support 105

Customer Support Upselling Analytics Customer centricity 105

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. It’s a field that continues to mature and grow, as CS teams are increasingly responsible for helping companies meet revenue goals. Onboarding. Customer support.

Upselling 126

Upselling Feedback Surveys Customer advocacy 126

Lumoa

JULY 10, 2018

As a business leader you are extremely familiar with numeric metrics – most likely your targets are around revenue growth and profitability. There are lot of research and studies about the relationship between financial metrics and customer experience metrics. I will first outline what is generally known. Not necessarily.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

Totango

MARCH 5, 2021

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. First , actively monitoring your CRR provides you with an objective metric to measure the effectiveness of your customer retention strategy. How to Improve Your Customer Retention Rate.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if youre measuring what really matters. all the metrics your CEO and CFO care about) and set the context for their usage. all the metrics your CEO and CFO care about) and set the context for their usage.

SaaS 52

SaaS Metrics Surveys Enterprise 52

Totango

JANUARY 10, 2024

From there, Beswada explained that the insights are grouped into relevant segments and then aggregated into dashboards accessible across the organization to marketing, product, operations, and sales. The challenge with this, Beswada explained, is that it may not be your clients’ most important metric or KPI. “We

Sales 99

Sales industry standards Benchmark Upselling 99

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.? Users – This group of people should have some knowledge of analytics and be well-versed in organizational business processes. Success Metrics for the Team.

Analytics 93

Analytics Government Metrics APIs 93

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

Amity

SEPTEMBER 7, 2016

Eventually, I began leading a team of Customer Success Managers in our corporate group, and now I lead the mid-market group as well -- the biggest chunk of HubSpot’s customers. And finally, if you have over 200 employees, you’re you're serviced by our corporate group. How do you address it?

Upselling 0

Upselling Metrics Accountability Customer retention 0

Voxjar

MARCH 10, 2020

Not to mention that you’ve been given a budget and are responsible for the measuring the success of your call center metrics. I’m going to break it down so that KPI metrics are easy to understand and easy for you to implement . And, what do KPIs have to do with customer service metrics? Well, don’t stress out too much.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

Influitive

OCTOBER 30, 2015

In this video interview with Chandar Pattabhiram , Group VP of Product and Corporate Marketing at Marketo, you’ll find out how the next generation of CMOs can leverage marketing technology to move away from mass marketing techniques and get back to building 1:1 relationships—in a way that is measurable and scalable.

Marketing 79

Marketing B2B B2C Upselling 79

ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. Some organizations also group tangential revenue into this total CLV by including things like referrals, sales attributed to marketing efforts, and other initiatives. are managed in some part by CSMs.

Upselling 75

Upselling SaaS Sales Metrics 75

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. . Engaging Customers, Both New and Established. Digital engagement provides a solution to these issues by offering communications and assistance in a more scalable way.

Upselling 84

Upselling Enterprise Healthcare Metrics 84

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. By educating customers on critical features relevant to their needs, your team empowers them to move forward in their journey while also boosting product usage metrics.

Accountability 66

Accountability Management Upselling Education 66

GetFeedback

JANUARY 28, 2019

Every group of customers will have a different experience with your company depending on when they signed up, and who they are. A cohort can be any group of people that share similar characteristics, but in software, it’s typical to create cohorts based on the month they signed up. Let’s take a closer look at what this entails.

Surveys 98

Surveys CRM Upselling Analytics 98

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. Of course, those user groups have different needs, goals, and use different elements of the platform.

Coaching 0

Coaching Upselling Engineering Marketing 0

Totango

OCTOBER 25, 2022

CSMs may be divided into groups based on segmentation factors such as customer types, customer income levels, or geographical regions. When you use your CS data to track buyer behavior, you can apply this valuable intelligence to increase customer satisfaction in a way that helps identify upsell or cross-sell opportunities.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101