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. Not so much.

Metrics 98

Metrics Journey mapping SaaS Sales 98

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. But the number of customer success metrics SaaS providers can track is extensive. Then we’ll look at nine of the most critical SaaS customer success metrics to monitor to ensure that your CS strategy achieves the intended results. Revenue churn rate.

Metrics 99

Metrics Upselling SaaS Accountability 99

Nicereply

OCTOBER 11, 2024

We’ll also review how to measure customer satisfaction, along with some tips on how to improve it. Customer satisfaction refers to how well your company’s products or services meet or exceed your customers’ expectations. Identify high-value customers and focus on strategies to retain and upsell them. More on this below.

Customer retention 52

Customer retention Surveys Feedback Education 52

ChurnZero

NOVEMBER 26, 2024

Here’s a comprehensive guide on how to create effective job descriptions for customer success and professional services roles. 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.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Why did we choose NPS?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

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. Depending on your organization’s preferences, this can then prompt your agent to make a specific offer, upsell where applicable, redirect the call, and more.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

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. How to Identify a Customer Expansion Opportunity. Any Customer Success upsell or cross-sell offer must be timed perfectly.

Management 98

Management Upselling SaaS Education 98

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. Customer success owns a large portion of that metric.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. But even those sales and T&D leaders who’ve shifted to more effective models of sales development can still struggle with how to measure the success of their initiatives. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales Coaching Accountability 86

Totango

MAY 14, 2021

There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Here are five of the most important ones and how to calculate them. Because customer health score is a complex metric, calculating it involves an advanced algorithm.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Because how you share information with investors matters. This is a skill that every influential, self-aware leader knows how to do. A huge part of how customer success collects intel and feedback from customers is by talking with them. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

ChurnZero

JULY 14, 2021

This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts on retaining your customers with the strongest lifetime value. Customer Success Around the Web.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

JustCall

MARCH 13, 2020

If you want your brand, product or service to outshine your competitors in the market, make sure you track the right set of customer service metrics. But are you confident about the customer service metrics that you are tracking? Are you sure you have the right set of KPI metrics to bring the customer success you have dreamt of?

Metrics 96

Metrics Customer Service Interactive Voice Response Customer retention 96

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that 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 94

SaaS Metrics Customer retention Construction 94

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 you’re 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 98

SaaS Metrics Surveys Enterprise 98

Totango

FEBRUARY 12, 2025

This article illustrates how large enterprises can modernize customer health scores for growth. Learn how to: Measure and act on health scores in dynamic environments. Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. Optimize outcomes for diverse customer bases.

Enterprise 62

Enterprise Metrics Accountability Construction 62

Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

ProProfs Blog

DECEMBER 27, 2020

Inform how your services simplify their challenges. 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.

Journey mapping 148

Journey mapping Education B2B Sales 148

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

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

TechSee

MAY 18, 2022

Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time. How Are Occupancy and Utilization Related? How to Calculate Contact Center Occupancy Rate. Why is Occupancy Metric Important?

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

Pointillist

JULY 25, 2018

Learning how to choose the best customer journey analytics platform is just the start. Whether you’re just starting to evaluate an investment in a customer journey analytics platform or you’ve already made the decision and have chosen a vendor, it’s time to think about how to implement customer journey analytics in your organization.

Analytics 93

Analytics Government Metrics APIs 93

Lumoa

SEPTEMBER 8, 2020

With that in mind, in this article, we cover why customer loyalty is important, along with a few metrics you can track to better understand your customer’s loyalty. Measuring Customer Loyalty with Metrics There are a number of different ways you can measure customer loyalty. The same is true with your metrics. Plain and simple.

Upselling 78

Upselling Metrics Surveys Marketing 78

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

NobelBiz

SEPTEMBER 3, 2024

In this article, we’ll be discussing how to measure call center productivity, common causes of low productivity, and methods to boost efficiency in your call center. How to Calculate Call Center Productivity? Measure Agent Productivity Implement tools that show, in real time, the performance metrics of all agents.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

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

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. How to Calculate Renewal Rate? Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. How To Increase Your Renewal Rate.

Metrics 89

Metrics SaaS Accountability Upselling 89

Totango

NOVEMBER 3, 2021

After diving deeper into what the Net Promoter Score question is and what it tells you, we’ll cover some tips on how to ask the NPS question the right way and how to follow up after conducting an NPS survey. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

FEBRUARY 9, 2024

Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. That’s why it is important to understand and track both gross retention and net retention. What is gross retention?

Upselling 115

Upselling Metrics Enterprise Best practices 115

Interaction Metrics

JANUARY 7, 2025

And if youve ever wondered how to create a journey map that drives strategy or been curious as to why half of all journey maps fail , this blog post will give you the answers. 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

ShepHyken

NOVEMBER 20, 2017

Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. Get inspired by the potential for your business and gain insights on how to develop your own personalization strategy and program. Discover how to turn the one-to-one dream into a reality. And, it’s free.

Customer Service 96

Customer Service Personalization Upselling Self service 96

ChurnZero

OCTOBER 8, 2021

How to Map Your Customer’s Vector Path To Determine Whether They’re Heading in a Positive Trajectory. Understanding Customer Success vectors as an upgrade to KPI metrics. Customer Success vectors come as an upgrade to snap-shot, in-the-moment KPI metrics. That is, KPI metrics are lagging indicators.

SaaS 98

SaaS Metrics B2B Enterprise 98

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. How do you calculate client health scores?

Best practices 124

Best practices Upselling Journey mapping Metrics 124

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. It all starts with knowing how to gather customer insights and properly leverage that data.

Upselling 71

Upselling Enterprise Metrics SaaS 71

CSM Magazine

JANUARY 28, 2025

Imagine buying something and knowing exactly how to get the most out of it. That’s what its all about empowering customers with the know-how to get the full benefit of their purchase, every time. 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