Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.

Enterprise 62

Enterprise Metrics Accountability Construction 62

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.

Metrics 86

Metrics Sales Coaching Accountability 86

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

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

ChurnZero

JULY 8, 2022

asked the managing partner of a venture firm while we were in the final stages of their due diligence. 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. Customer success owns a large portion of that metric.

SaaS 98

SaaS Metrics Customer retention Upselling 98

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

Management 111

Management Upselling Sales Accountability 111

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. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

SaaS 98

SaaS Metrics Surveys Enterprise 98

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

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. 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. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

Integrity Solutions

MARCH 11, 2025

While you can’t always control what happens in the broader marketplace, there are many internal factors that influence overall sales performance, from sales strategy and processes to training and performance management. The same applies with sales managers who want to improve the performance of their teams.

Sales 52

Sales Metrics CRM Coaching 52

Totango

NOVEMBER 21, 2024

Despite their critical roles, customer success teams face the daunting task of managing vast data from customer interactions. Real-World Impact Imagine a customer success team using Unison to analyze engagement metrics and identify dissatisfied customers early. With targeted interventions, they significantly reduce churn.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

ChurnZero

MARCH 14, 2025

Will the customer trust their customer success manager (CSM) if theyre more focused on dollars and cents than building a relationship with them? Will CSMs struggle to maintain a customer-first mindset and spend all their time on upsells, rather than learning about their big picture goals and helping them navigate the path to get there?

Upselling 52

Upselling Sales Customer retention Consulting 52

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core . Accounts with 95%+ licenses consumed.

Upselling 118

Upselling Enterprise Accountability Metrics 118

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. In This Article: Why do you need Customer Experience Management? Eliminate company silos 1.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ChurnZero

MAY 25, 2023

While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells. In this approach, a renewal, upsell, or downsell is either completely in or completely out. In this approach, a renewal, upsell, or downsell is partially included in a forecast. It doesn’t end there either.

Upselling 97

Upselling Metrics Surveys Accountability 97

Cincom

AUGUST 19, 2021

For many insurers, the approach toward IT budget construction and the measurement of IT value remains rooted in a traditional approach of centrally planned budgets and top-down portfolio metrics that can mask where IT value is really being delivered. the level of financial return. Support of Key Business Outcomes. Impact on IT.

Management 98

Management Construction Upselling Metrics 98

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. We’ll identify six key types of automated messages that every effective customer success manager automation strategy needs to include. Milestone Messaging as a Customer Success Manager Automation Strategy.

Management 112

Management Best practices Upselling Accountability 112

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. A low renewal rate creates a leaky revenue bucket that prevents significant revenue growth.

Metrics 89

Metrics SaaS Accountability Upselling 89

Totango

AUGUST 13, 2024

When designing compensation plans for CSMs, it’s important to include pipeline metrics alongside traditional retention and expansion goals. The post Streamlining customer renewals: Empower customer success managers to accelerate growth appeared first on Best Customer Success Blog: Articles for Enterprise Growth. The results?

Management 101

Management Best practices Consulting Consulting 101

ShepHyken

MARCH 5, 2023

Loyalty programs, incentives for larger orders, cross-sells, upsells, and more are included. As you will see, in most cases underperforming metrics can be explained by a mismatch between what your customers and users need, and what you offer. The author breaks these metrics into four categories. Let me count the ways!

Customer Service 26

Customer Service Metrics Upselling Healthcare 26

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. Linda Hale, HR Manager (East).

Management 98

Management Chief Customer Officer Upselling SaaS 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. What Is Customer Health Score?

Best practices 124

Best practices Upselling Metrics Journey mapping 124

CCNG

OCTOBER 19, 2022

Gartner, 2022) CX programs that exceed management expectations are 2.3 Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Oracle, 2018) Industry leaders reported that they improved their customer satisfaction KPI metric target by 47.1% over the last two years, 2.4

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

FEBRUARY 9, 2024

Measuring and analyzing how your company manages these two factors is critical to growth. 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. Calculate it!

Upselling 115

Upselling Metrics Enterprise Best practices 115

ChurnZero

SEPTEMBER 22, 2020

Being a phenomenal Customer Success Manager doesn’t just come naturally. The question of whether Customer Success should own the renewal, expansion and upsell is one of the most debated topics in CS. 4 Marketing Metrics that Measure Customer Engagement – See what metrics CS should care about to measure customer engagement levels.

Management 93

Management Upselling Metrics Marketing 93

ChurnZero

NOVEMBER 26, 2024

Having a clear understanding of the team structure and who the direct manager will be. Be specific and accurate about the level of the position (e.g., “Specialist,” “Associate,” Manager,” “Director” etc.) For example, “Enterprise Customer Success Manager”.

SaaS 52

SaaS Upselling Enterprise industry standards 52

ChurnZero

MARCH 7, 2025

Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

SaaS 52

SaaS Gamification B2B Metrics 52

CCNG

JULY 3, 2024

While modern businesses leverage advanced technologies and tools to create an impactful CX, the most meaningful aspect of customer experience management is in the ‘human touch.’ Your business benefits from the experience and knowledge of skilled experts who are well-versed in customer experience management best practices.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ChurnZero

MARCH 28, 2025

Earlier in my career, I had been leading a sales organization when I stepped into manage CS. The metrics were great. Had I not also sat down with the CS team, I would have missed a lot of the factors that allowed us to have that metric. If you only reward upsell, you get short-term thinking. Balance incentives.

CRM 52

CRM Sales Metrics Upselling 52

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

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

TechSee

SEPTEMBER 26, 2024

This reduces the need for second or third-tier support teams and reduces the resources necessary to manage escalations, returns, and technician dispatches. This metric is a key driver of long-term growth and brand loyalty. Similarly, Agentic AI can be a powerful agent assistant, facilitating faster onboarding.

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Otherwise, you’re fighting for metrics that don’t drive business results for your brand. Sometimes one KPI will inevitably lower another, and KPI cannibalization is the act of setting success metrics that pull in opposite directions.

Management 76

Management Calibration Call Center Upselling 76

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. And for many call center managers, maintaining these service levels is a top priority.

Service level 142

Service level Call Center Abandon rate Metrics 142

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

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.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Jonas Rasschaert, PieSync’s Customer Success Manager, pointed to three things that make PieSync’s Customer Success strategy thrive. This is called upselling. It’s about offering the right upsell at the right time.

SaaS 98

SaaS Upselling B2B Metrics 98