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 Analytics Coaching 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

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

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 101

Customer centricity SaaS Upselling Metrics 101

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

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 84

Metrics Sales Coaching Accountability 84

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

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

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

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 112

Upselling Metrics Enterprise Best practices 112

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 107

SaaS Enterprise Metrics Upselling 107

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

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

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

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 99

Best practices Surveys Upselling Journey mapping 99

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 89

Customer retention Upselling Enterprise Benchmark 89

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 97

Customer Service Personalization Upselling Self service 97

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 97

Best practices Surveys Upselling Journey mapping 97

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 121

Best practices Upselling Metrics Journey mapping 121

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.

Enterprise 70

Enterprise Upselling Metrics SaaS 70

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. Here we’ll cover what product engagement is, why you need to manage it, how to measure it and how to automate engagement tracking and management. A highly engaged customer may be in the market for an upsell offer.

Management 62

Management Upselling Metrics Accountability 62

ChurnZero

JUNE 15, 2023

I sat down with Ethan Riley , senior customer success manager at ChurnZero to talk about how customer success teams can use product usage data to their advantage as well as common obstacles to getting started and how to overcome them. Ethan: Product usage data refers to information collected about how people use a product.

Accountability 96

Accountability Upselling Analytics Metrics 96

CCNG

OCTOBER 19, 2022

Unhappy Customers Learn how promoters differ from detractors 86% of consumers will pay more for a better customer experience. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Lumoa , 2018) In 2022, that is still true as 69% of CX Leaders are using NPS as a core CX metric.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Method:CRM

JULY 11, 2022

But how do you plan for and execute effective customer experience improvement? Read on to find everything you need to know on how to improve customer experience. To fully learn how to improve customer experience, you need to understand the role customer service plays in the process. What is customer experience?

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Unfortunately, while most companies obsessively track sales and marketing numbers, they completely overlook customer service metrics—and miss out on the insights they can learn about customer service, customer satisfaction, and brand loyalty.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Totango

OCTOBER 20, 2020

By measuring 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 88

Customer Experience Education Customer centricity Metrics 88

Comm100

SEPTEMBER 28, 2022

Here are some things to look for with this metric: How many chats are agents accepting as opposed to rejecting or passing off to other agents? We’ll look more at the average handle time metric later. You can analyze this metric by viewing your chat volume report. Read more: Live Chat Metrics 2022 – Benchmark Data.

Average Handle Time 97

Average Handle Time Benchmark Wait times Metrics 97