ShepHyken

MARCH 5, 2023

There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included. The author breaks these metrics into four categories. Let me count the ways!

Customer Service 26

Customer Service Metrics Upselling Healthcare 26

CCNG

JULY 3, 2024

Contact center outsourcing promises several benefits, including – Access to industry expertise while being time and cost-savvy A reliable BPO partner possesses in-depth domain expertise and knowledge. Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Lumoa

JANUARY 31, 2023

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. Set a common customer experience metric and target for the organization. The Net Promoter System is a powerful metric for target setting. Eliminate company silos 1. Why did we choose NPS?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79

Metrics Customer Service Surveys Self service 79

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

CCNG

OCTOBER 19, 2022

Accenture, 2018) By industry, supermarket chains provide the best customer experience, while TV and Internet service providers provide the worst. 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

TechSee

SEPTEMBER 26, 2024

This metric is a key driver of long-term growth and brand loyalty. Additionally, metrics like Average Handling Time (AHT), which measures the time spent resolving customer issues, improve dramatically when Agentic AI is integrated into customer service or CX workflows.

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

CSM Practice

FEBRUARY 15, 2021

The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. Surprisingly, the survey results show there is no clear correlation between customer health score and revenue from upsell/ add-ons sales. Customer Health Score is an essential metric for all businesses.

Surveys 64

Surveys SaaS Benchmark Upselling 64

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

TechSee

FEBRUARY 5, 2019

Rewarding customers for sharing their experiences and transforming them into committed social media brand advocates will serve as effective upsell enablers, offering customers discounts on additional products and services in exchange for brand promotion and C2C lead generation. Episode Management.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 114

B2B SaaS B2C Upselling 114

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. Financial data. Sales history. CSM Sentiment. Touch points.

CRM 112

CRM Upselling Metrics Accountability 112

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

Lumoa

FEBRUARY 20, 2018

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. Set a common customer experience metric and target for the organization. The Net Promoter System is a powerful metric for target setting. Voice of the customer: where to start?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

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.

Management 98

Management Upselling SaaS Education 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

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Expansion of product usage through upgrade, upsell and cross-sell offers. Onboarding of new customers.

Best practices 109

Best practices SaaS Journey mapping B2C 109

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. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

ChurnZero

JUNE 15, 2021

In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics. cross-selling, upselling, etc.) They are the opposite sides of the same coin.

Metrics 59

Metrics SaaS Upselling Surveys 59

GetFeedback

MAY 9, 2019

Our industry had done a fairly poor job explaining this new space. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. CX programs will vary by industry and particular business goals. First, you need to create a CX metrics program.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

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. In Conclusion.

SaaS 120

SaaS Customer retention Surveys Morale 120

ShepHyken

DECEMBER 7, 2023

The Non-Sustainable Face of Traditional CX Traditional call centers, those hubs of customer interaction that operate around the clock, are an illustrative example of the sustainability challenge within the customer experience industry. Call centers consume around four times more energy per square foot than typical offices, and in the U.S.,

Call Center 158

Call Center Transportation Upselling Education 158

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Recommended read: Increase Customer Success with Equivalent Metrics. Must-Read Customer Success Blogs.

Consulting 98

Consulting Consulting Best practices Upselling 98

Totango

MAY 7, 2024

If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Strategy #3: Share revenue responsibility and success metrics There’s been a major shift in the B2B space over the past few years. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. 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.

SaaS 52

SaaS Metrics Advertising Upselling 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

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. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country. Register for BIG RYG DC here. .

Personalization 95

Personalization SaaS Upselling B2B 95

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Customer churn is the opposite of retention. So why should you care?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Education Services Group

JANUARY 18, 2022

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. These are all important metrics to keep in mind as you choose the best KPIs to showcase the results of your CS team’s efforts.

Metrics 52

Metrics Upselling Sales Analytics 52

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. 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. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Customer Experience Metrics Will Improve Your Company’s Performance. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

ChurnZero

MARCH 4, 2021

The growth of Customer Success software has been driven by the accelerating adoption of Customer Success teams, the prevalence of subscription-based revenue models, and the increased focus on retention and upsell as key business metrics. JMI partners with exceptional management teams to help build their companies into industry leaders.

Upselling 98

Upselling Accountability Marketing Metrics 98

TeamSupport

MARCH 3, 2021

1-2 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. With increasing revenue as its primary focus, TeamSuccess boldly repositions the role of B2B customer success software in the industry. Download the report.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

JULY 19, 2021

Extensive product and industry knowledge. 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 is the industry’s largest and fastest-growing customer success platform. Onboarding.

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