CSM Practice

FEBRUARY 8, 2023

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. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies.

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Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. The Evolution of Customer Success and Post-Sales Gone are the days when customer success was merely about putting out fires.

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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.

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SaaS Metrics Accountability Technical Support 98

Integrity Solutions

MAY 12, 2020

With leaner sales organizations, your sales enablement strategy has to step up and be a valuable contributor to the organization. In many organizations, revenue has “fallen off a cliff,” as one sales leader put it, and companies are looking at where they can make cuts and recapture lost momentum.

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CX Global Media

JANUARY 15, 2019

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more.

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ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

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Sales Chief Customer Officer Upselling Metrics 98

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” We took the results of this collaboration and created a webinar to help disseminate the results.

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Metrics SaaS Best practices Accountability 41

JustCall

MARCH 29, 2022

While the fundamentals of sales remain the same, the way it is done has seen significant transition over the years. And a big part of the reason for that is hyper-competition across industries, which has pushed sales automation into the mainstream conversation. This is where sales automation comes in. What is Sales Automation?

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ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

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SaaS Customer retention Coaching Consulting 59

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. Overlapping metrics between customer success and product.

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Metrics SaaS Sales Marketing 40

RapportBoost

OCTOBER 20, 2018

Heidi Rote is a recognized expert in contact center management and inside sales, having been named to the 1st Annual ICMI Movers and Shakers list this year in the “Customer Experience Leaders” category. ” Registration information for the webinar can be found at [link]. About RapportBoost. RapportBoost.AI RapportBoost.AI

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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.,

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SaaS Metrics Surveys Enterprise 98

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

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Metrics Call Center Outbound sales Contact Center 52

aircall

FEBRUARY 24, 2021

Using the right tools is an essential part of improving sales efficiency. The only problem is that there is: An overabundance of sales software programs. The Importance of Sales Effectiveness for Maximizing Sales. What separates the top performers on your sales teams from the average performers? The solution? .

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JustCall

APRIL 13, 2020

Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. We spoke to a few leaders and experts from across industries to understand what remote sales practices, and hacks they are using. Tips, Tricks, and Hacks for Remote Selling.

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JustCall

APRIL 4, 2023

However, a call center is only as effective as its sales techniques and training. With the right approach and training, an inbound call center can double up as a powerful tool for generating sales and building customer loyalty. So, let’s dive in and learn how to turn every call into a successful sale!

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Netomi

DECEMBER 23, 2021

As with any large project or undertaking, metrics are key in order to gauge performance. Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. Here, we break down the top 10 chatbot evaluation metrics to have on your radar. .

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Chatbots Metrics Airlines Consulting 52

JustCall

MARCH 7, 2023

The sales world has changed dramatically. Hybrid workspaces blend in-office sales reps and off-site staff (mostly working from home). So why does this approach matter and how can you incorporate it into your sales operations? So you must prepare adequately if you’re considering a hybrid work model for your sales team.

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Totango

AUGUST 13, 2024

In particular, you need to arm your customer success team with razor-sharp processes and cutting-edge tools that optimize long-term customer value throughout the post-sales journey. Advanced platforms will excel in the technical ability to track and accelerate customers to their desired outcomes and metrics.

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ChurnZero

JANUARY 20, 2022

Rod Cherkas, CEO of HelloCCO, joined us for a webinar to share his approach to ensure your Customer Success team stays ahead of your company’s growth. Using HelloCCO’s Post-Sale SCALING Framework, Rod breaks down how you can anticipate future needs, evaluate opportunities, and prioritize your strategic initiatives.

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Sales Finance Metrics Best practices 52

Callminer

NOVEMBER 13, 2018

The winners were Quentin (Quinn) Burrell, Business Analyst at First Associates, Pulkit Jain, Manager of Business Information Analytics at Encore Capitol Group, Marvie Wright, Director of Leadership and Sales Training at Dialog Direct. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

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First call resolution Analytics Sales Metrics 260

ChurnZero

OCTOBER 8, 2024

Their top metrics are almost all revenue-driven. As in previous years, CS metrics are still focused on revenue, with the top metric being churn rate. Account management teams increased their ownership from 20% to 29% since 2022 (while sales ownership of expansions decreased from 33% to 24% in the same time period).

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SaaS Surveys Metrics Sales 59

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! If the top CS leader reports into Sales, it’s a little bit of a harder discussion because the Sales leader will want to ultimately own the overall revenue.

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Feedback Sales SaaS Marketing 52

ChurnZero

MAY 26, 2020

Sales and Marketing teams use data strategies to power the sales funnel with great success. If you missed the webinar, you can watch it on demand. . Q: The webinar recommended using customer org charts to better understand the customer landscape. Q&A Recap. A: Company size and industry/company type are essential.

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Sales Marketing Customer Experience Accountability 64

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

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Journey mapping SaaS Metrics Best practices 40

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

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SaaS Metrics Surveys Customer retention 72

ChurnZero

FEBRUARY 25, 2022

During the webinar, we covered: What Customer Success at a startup looks like and the common mistakes to avoid. If you missed the webinar, you can watch it on-demand. At the start of the webinar, we polled our audience to find out what the top Customer Success challenges are working in a startup environment. Q&A recap.

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Metrics Sales Customer centricity Customer Experience 96

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. Are we doing this in hopes of the pomp and flash from the days of pre-sale and demos still being fresh in the customer’s mind? Stop thinking about NPS as a metric. That’s right, zero.

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Metrics Surveys First call resolution Customer effort 52

ClientSuccess

MARCH 1, 2022

Traditionally, the customer handoff process from sales to customer service for onboarding can be chaotic and more than a little confusing. Schedule an internal handoff call with your sales team. Based on the outcomes from your sales handoff, pick and choose the right playbooks that will work with your customer’s unique support needs.

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Metrics Sales Customer Service 76

Beyond Philosophy

AUGUST 23, 2017

The problem, for most organizations, is that they measure their performance in things like sales growth or margin or stock price. However, these metrics don’t work for measuring CX growth, at least not directly. We prefer to measure CX performance on a metric directly related to how well your CX is delivering on your goals.

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Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

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Metrics SaaS Surveys Enterprise 80

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

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First call resolution Call Center Metrics Benchmark 74

Beyond Philosophy

SEPTEMBER 6, 2017

We find that many organizations measure performance in sales growth or stock price. Significant sections of meetings are devoted to operations and sales but nothing for Customer Experience. After all, as your performance improves, your metrics will, too. It also helps you allocate proper resources.

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Nicereply

APRIL 30, 2020

Be all ears to your customers and let them boost your sales because of your ace customer services. This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. Track and analyze customer metrics. Rephrase your customer support interactions.

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Sales Customer Service Upselling CRM 69

TeamSupport

JUNE 18, 2020

Reassure customers that you aren’t going anywhere – One way to go about this is setting up some time with certain customers to promote your own employee metrics , financial stability, and industry recognition. If your customers aren’t paying you, it’s time to make them work for you by amplifying their voice to help drive interest and sales.

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Sales B2B Customer Experience Management 59

ChurnZero

SEPTEMBER 6, 2024

You can watch the webinar in full and read our top takeaways below. Organizational influence and alignment: An outcomes-based strategy requires alignment and collaboration between CS, sales, product, and marketing teams, while its focus on customer knowledge offers CS leaders the opportunity to take the driving seat.

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ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Your sales team will tell you: getting new customers can be difficult. Take a look at how we’re bringing together NPS and customer success metrics. . #4: 2: Churn Rate.

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SaaS Metrics Customer retention Surveys 49