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

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

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

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Given this backdrop, it’s easy to ascribe this insecurity with and disconnection from investors to personal flaws and incompetence or inherent incompatibility – when what these differences really come down to is communication styles. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

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. They want personalization.

Customer Service 26

Customer Service Metrics Upselling Healthcare 26

ChurnZero

MARCH 7, 2025

A community is a collection of people with a common interest who gather in a virtual or in-person space to connect, share, learn, collaborate, and grow. 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

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

Integrity Solutions

MARCH 11, 2025

Typically, when leaders are evaluating sales performance, they will look at metrics like revenue, conversation rates, quota attainment, average deal size and average sales cycle length. Understanding Sales Metrics Sales performance metrics, or key performance indicators (KPIs) measure how effectively sales teams achieve business goals.

Sales 52

Sales Metrics CRM Coaching 52

24-7 InTouch

JUNE 20, 2024

Upselling can boost revenue and enhance the shopping experience, making it a vital strategy for sustained success. By using our approach, the brand saw an increase in average order value and significant improvements in key performance metrics like voice of the customer (VOC) and average handling time (AHT).

Upselling 52

Upselling Average Handle Time Metrics Sales 52

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Oracle, 2022) The top three reasons a consumer would trust a brand are the quality of the product (66%), personal experience with the brand (53%), and consistency (32%). over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. This lays the groundwork for subscription renewals and upsell opportunities. Why Use Personalized Customer Engagement?

Personalization 71

Personalization Upselling Benchmark SaaS 71

TechSee

SEPTEMBER 26, 2024

Customer expectations are higher than ever, with an increasing demand for faster, more accurate, and more personalized service. This metric is a key driver of long-term growth and brand loyalty. Customers who receive quick, efficient help and personalized resolutions will likely become brand advocates.

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

TMP Direct

JANUARY 5, 2025

Analytics help track key metrics like response times, resolution rates, and wait times to ensure efficient interactions. By analyzing historical data, businesses can identify touchpoints that frustrate customers, recognize signs of dissatisfaction or churn, and uncover opportunities for upselling or cross-selling.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

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. Endeavor to personalize the renewal conversation as much as possible for those accounts.

Metrics 89

Metrics SaaS Accountability Upselling 89

Interaction Metrics

JANUARY 7, 2025

Personalized Experiences: Starbucks leveraged rewards data to offer tailored recommendations and promotions, boosting customer engagement. This real-world example highlights how journey mapping helped Starbucks create a seamless, personalized experience that delights customers and drives growth.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

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

CCNG

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CSM Magazine

JANUARY 28, 2025

For instance, a fitness equipment brand offering personalized workout plans and video demonstrations encourages long-term use of their products while building community trust. 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

Totango

NOVEMBER 25, 2020

To prevent these churn-centered scenarios , organizations are increasingly turning to platforms like Totango to engage customers on a personalized level that their rivals can’t match. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Personalized Engagement With Clients. Financial data.

CRM 112

CRM Upselling Metrics Accountability 112

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. Don’t forget about your agents.

Banking 76

Banking Personalization Customer Experience Chatbots 76

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

TeleDirect

FEBRUARY 7, 2025

More personalized service. Sales and Upselling Calls Identify customer needs through active listening. Increases Positive Customer Feedback Customers who experience active listening are more likely to leave positive feedback, improving Net Promoter Scores (NPS) and customer satisfaction metrics. A: Absolutely.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams 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. Eliminate company silos 1.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

aircall

SEPTEMBER 11, 2017

83% of churned customers insist that better live or in-person customer service would have impacted their decision to switch providers. 85% of customers trust an online review as much as a personal recommendation. 10% to 30% of eCommerce revenues come from upsell and cross-sell recommendations. Marketing Metrics ).

Customer Support 115

Customer Support B2C Upselling B2B 115

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. Whether on the phone, in person, or via voice notes, verbal communication is far more collaborative than hiding behind Slack DMs, texts, and emails. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

ChurnZero

JANUARY 20, 2021

Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. Slack is one B2B SaaS business that’s driving growth by offering users a personalized experience. That number jumps to 60-70% when you consider selling to your existing customers, according to Market Metrics.

SaaS 98

SaaS Upselling B2B Metrics 98

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

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. We’re moving towards a personalized omnichannel experience in B2B customer journeys. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. Wondering which metric to choose? So why should you care?

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

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

NOVEMBER 26, 2024

For your customer success job description’s primary and secondary requirements, consider including: The main duties and what is expected of the person in this role. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Several key metrics can help you evaluate the performance of your upgrade efforts. This promotes higher customer satisfaction, leading to more retention and upsell revenue for your business.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

GetFeedback

MAY 9, 2019

If you’re more of a facts person, here are some selling points: Poor customer experience is costing U.S. It’s the element that is most personal and difficult to pinpoint. That’s because perception is often based on emotion and differs from person to person. First, you need to create a CX metrics program.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

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

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

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. What is NPS and How it Works.

SaaS 120

SaaS Customer retention Surveys Morale 120