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. A glut of technology tools and platforms have been introduced to help in this area, but sometimes the technology creates even more barriers.

Sales 52

Sales Metrics CRM Coaching 52

Totango

FEBRUARY 12, 2025

Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. It integrates various metrics and dimensions into a unified framework that reflects the intricacies of your enterprise clients. Navigate complex purchase decisions influenced by multiple stakeholders.

Enterprise 62

Enterprise Metrics Accountability Construction 62

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

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Fixing these friction points leads to fewer cancellations, happier customers, and a smoother path to upselling additional features.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . That information is captured in an Account Plan which is a different exercise and tool altogether. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

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

Totango

NOVEMBER 21, 2024

Imagine a tool that not only predicts customer churn with laser precision but also unlocks new avenues for growth, ensuring your business thrives in today’s competitive landscape. Real-World Impact Imagine a customer success team using Unison to analyze engagement metrics and identify dissatisfied customers early.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

ChurnZero

MARCH 14, 2025

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? 2: Dont lose sight of value realization metrics and the importance of a consultative approach as leading indicators of revenue goals.

Upselling 52

Upselling Sales Customer retention Consulting 52

Totango

FEBRUARY 24, 2021

Customer success tools can help you increase your revenue by promoting client satisfaction and retention. Here are six essential features to look when selecting customer success tools. Customer success tools don’t work in isolation. Customer Engagement Metric Monitoring. Easy Integration. Support for Scaling.

Upselling 71

Upselling Journey mapping Accountability Analytics 71

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. Why Memory Is Your Most Powerful Tool For Building Customer Relationships by Yannis Kotziagkiaouridis. 2) What are your favorite metrics to measure the success of CX initiatives and why?

Customer Service 96

Customer Service Personalization Upselling Self service 96

CSM Magazine

JANUARY 28, 2025

By offering knowledge bases or self-service tools, you reduce the burden on your customer support team while ensuring customers can find quick and accurate resolutions. A productivity app, for example, can educate users on features via step-by-step tutorials, allowing them to engage with the tool more effectivelyfaster.

Education 52

Education Upselling SaaS Self service 52

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? Calculate it!

Upselling 115

Upselling Metrics Enterprise Best practices 115

ChurnZero

MARCH 28, 2025

When a CRO immediately layers on revenue targets or removes specialized tooling, they risk breaking the trust that CS has worked so hard to build. 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. Balance incentives.

CRM 52

CRM Sales Metrics Upselling 52

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

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

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.’ These advanced tools enable contact centers to deliver personalized, efficient, and rich customer experiences while optimizing operational efficiency.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. The key metric here is churn. The same applies to CLTV. Higher CLTV means lower churn.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. 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

ChurnZero

JANUARY 20, 2021

Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. These platforms can be a valuable tool for Customer Success teams to use in their journey of understanding their current customers, and to entice more customers like them. This is called upselling.

SaaS 98

SaaS Upselling B2B Metrics 98

JustCall

FEBRUARY 5, 2020

However, there is limited knowledge of tech-based tools for handling such modernization. In this blog post, we will talk about the various tools that you must have in your education tech stack, and with features that you must look out for if you want to bring more growth in your business. It also aids strategies like upselling.

Education 84

Education CRM Sales Upselling 84

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

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

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

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

DECEMBER 17, 2021

It’s a cost-effective marketing tool but one that can require precision and nuance in its execution. . 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. Sort Customers Into Cohorts.

Management 98

Management Upselling SaaS Education 98

Totango

MAY 7, 2024

It’s a handy tool for articulating the roles and responsibilities in cross-team collaboration. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

Totango

JUNE 24, 2022

SaaS companies face distinctive challenges, including pursuing different goals, using various methods to measure success, and relying on different tools to deliver successful outcomes. Delivering successful SaaS outcomes requires using tools to engage customers digitally, such as in-app messages, live chat, and email.

Best practices 109

Best practices SaaS Journey mapping B2C 109

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Chase is the Head of Customer Support at Basecamp , leading project management tool.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

MARCH 24, 2025

A CRM is a great tool for sales operations, but it falls short for customer success needs. The platform is a reference tool, not built for customer segmentation, and lacking built-in actions to trigger workflows or customer alerts. Upsell opportunities. 1: You notice your CRM holding your team back.

Technology 52

Technology CRM Engineering Finance 52

TeamSupport

AUGUST 25, 2022

From customer health metrics, to data on interactions with customer service or support, to even social media interactions, a holistic 360-degree customer view takes everything into account to create an accurate picture of customer health. Upsell and Expansion. What is a 360-degree view? A 360-degree view and customer engagement.

Upselling 98

Upselling Metrics Benchmark Analytics 98

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

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

Infinity

MAY 25, 2022

That’s where call centre tracking and metrics come in. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. There are tons of call centre metrics you can track , from abandonment rate to FAQs. How do call centres track performance? Average handle time.

Metrics 52

Metrics Average Handle Time Upselling Abandon rate 52

CustomerSuccessBox

APRIL 7, 2022

Regardless of the number of metrics, it is always important to assess the quality of the efforts. Be that you use just one metric or are in the process of identifying many. The golden metric to look at is Net Dollar Retention. Customers like to engage with your products more, so make upsells and expansions.

SaaS 98

SaaS Benchmark Upselling Metrics 98

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. Allan Borch. allan_borch.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

FEBRUARY 2, 2023

If so, you need to familiarize yourself with the latest tools and technology. By eliminating manual, time-consuming tasks from your agents’ plates, you can increase this important metric. It’s as simple as offering them a call-back for later or giving them access to self-serve tools. Is your business up to the challenge?

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140