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

CSM Practice

FEBRUARY 15, 2021

It also sought to understand the major trends of customer health scores. This blog will discuss takeaways and trends in customer success about one of the most popular tools – the customer health score. That said, trends in 2020 revealed that companies using a customer health score had better control over their churn rate.

Surveys 64

Surveys SaaS Benchmark Upselling 64

Calltools

JANUARY 19, 2022

Here are six contact center trends that managers should respond to when assisting reps, streaming campaigns and improving the customer experience in 2022. . Artificial intelligence (AI) has been one of the biggest contact center trends in recent years. The phone rings. An agent answers and resolves a customer’s problem.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Abandon rate 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics Upselling SaaS Accountability 52

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

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Upselling SaaS 52

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

ProProfs Blog

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

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. It focuses on renewals due in one month to allow for consistent tracking and trend monitoring.

Metrics 89

Metrics SaaS Accountability Upselling 89

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

Infinity

MAY 9, 2022

Metrics are the most effective way of monitoring and measuring the performance of your contact centres. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. How can call centres improve metrics? What are the call centre metrics that need to be tracked?

Metrics 52

Metrics Abandon rate Average Handle Time Analytics 52

JustCall

MARCH 28, 2023

By embracing the latest customer service trends, businesses can effectively adapt their processes and leverage cutting-edge tools and technologies to streamline their customer service operations. This comprehensive blog post highlights the most significant customer support trends for 2023 that all customer service leaders should be aware of.

Customer Service 52

Customer Service Chatbots Analytics Upselling 52

ClientSuccess

OCTOBER 21, 2019

For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. Because customer success trends are rapidly coming and going, customer success leaders must keep their eyes open for the latest and greatest thought leadership. .

Metrics 49

Metrics Upselling Accountability SaaS 49

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. The result could be that you will run out of money if you don’t turn this trend around, even if your sales are showing a the so called hockey stick trajectory.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Hodusoft

DECEMBER 16, 2022

Call Center Technology Trends Every Business Leaders Must Know. As modern trends dominate communication technology, business leaders must understand and follow these trends to thrive in their respective businesses. Let’s uncover the upcoming call center technology trends—crucial for business leaders.

Call Center 52

Call Center Technology call center software virtual call center 52

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

Totango

OCTOBER 30, 2024

With seemingly never-ending growth capital, organizational leaders focused almost exclusively on getting new customers—retention, upsell, and expansion would be handled by Customer Success. Notice a trend? How do platform metrics help tell the outcome and value story? For years, attainment was the sexiest word in SaaS.

Upselling 62

Upselling Sales Accountability SaaS 62

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Upselling 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Upselling 52

Mindtouch

OCTOBER 23, 2017

Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. What metrics matter to a well-run support team? Renewals and upsells matter more. Human Preference. Think about when you need help.

Self service 65

Self service Upselling SaaS Customer Support 65

CCNG

JULY 3, 2024

This alleviates the burden on companies from managing employee hiring, training, scheduling, and downsizing, allowing them to adapt to changing consumer demands, seasonal trends, or temporary projects. However, choosing a reliable and experienced partner is paramount for creating a value-based omnichannel customer experience.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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 62

Metrics Enterprise Feedback Upselling 62

ClientSuccess

SEPTEMBER 27, 2018

To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Here are 6 customer success trends that have been huge in 2018: 1. Gathering Critical Data and Metrics for Better Decision Making. a necessity.

SaaS 74

SaaS Finance Metrics Upselling 74

OctopusTech

NOVEMBER 11, 2024

Using data analytics allows you to identify trends and opportunities that enhance conversion rates, converting more visitors into paying customers. Exploring E-Commerce Conversion Rates Conversion rates are the most important metrics of any organization from a sales perspective. Upsell and Cross-sell.

Analytics 62

Analytics Abandon rate Metrics Sales 62

ChurnZero

MARCH 24, 2023

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? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Here’s why. Value is very hard to measure. NPS is not the answer.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

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? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Here’s why. Value is very hard to measure. NPS is not the answer.

Upselling 97

Upselling Metrics SaaS Sales 97

SmartKarrot

DECEMBER 2, 2022

It is money earned after the original purchase and obtained through upselling, cross-selling , and renewals to your current clientele. Upselling is a sales strategy used to convince clients to buy a more costly, upgraded, or premium variant of the selected product/ service or other add-ons to close a larger deal. Cross-sell.

Upselling 21

Upselling Management SaaS Benchmark 21

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 100

Sales Upselling Metrics Accountability 100

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

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. How to leverage AI for customer retention by identifying actionable trends. Use your AI tools to surface hidden trends. Step 1: Define key metrics.

Customer retention 52

Customer retention Management Accountability Analytics 52

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. A highly engaged customer may be in the market for an upsell offer. By helping decrease churn and increase upsells, product engagement tracking promotes higher revenue. How Do You Measure Product Engagement?

Management 62

Management Upselling Metrics Accountability 62

TeamSupport

DECEMBER 8, 2023

Look for software that provides robust reporting and analytics features, allowing you to track key metrics, identify trends, and measure the effectiveness of your support efforts. This information is invaluable for continuous improvement and strategic decision-making.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

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 Success Talks (playlist) : Weekly discussions on the latest trends with CS leaders. 1: SuccessHACKER. 4: Blake Morgan. 5: ChurnZero.

Journey mapping 98

Journey mapping SaaS Customer centricity Education 98

TechSee

MARCH 4, 2024

Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. Generative AI can be used to automate upsells, renewals and expansion. Nevertheless, some enterprises prefer to measure CSAT as a leading indicator of potential revenue rather than a hard ROI metric.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

TechSee

MARCH 4, 2024

Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. Generative AI can be used to automate upsells, renewals and expansion. Nevertheless, some enterprises prefer to measure CSAT as a leading indicator of potential revenue rather than a hard ROI metric.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109