Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. But the number of customer success metrics SaaS providers can track is extensive. Then we’ll look at nine of the most critical SaaS customer success metrics to monitor to ensure that your CS strategy achieves the intended results. Revenue churn rate.

Metrics 96

Metrics Upselling SaaS Accountability 96

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

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 87

Metrics Sales Coaching Accountability 87

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

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

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 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

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

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

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 115

Upselling Enterprise Accountability Metrics 115

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

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 112

Upselling Metrics Enterprise Best practices 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. The post A Simple Guide to Renewal Rate Metric appeared first on CSM Practice.

Metrics 89

Metrics SaaS Accountability Upselling 89

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 28

Customer Service Metrics Upselling Healthcare 28

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

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 121

Best practices Upselling Metrics Journey mapping 121

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 2) What are your favorite metrics to measure the success of CX initiatives and why? With the right data, you can create an experience that sets you apart from your competition with a better CX.

Customer Service 97

Customer Service Personalization Upselling Self service 97

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

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. CCMC, 2017) Customer Experience Metrics and Data Learn how to measure Customer Experience 21% of companies have developed their own KPIs to track customer experience. over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

JANUARY 20, 2021

Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. That number jumps to 60-70% when you consider selling to your existing customers, according to Market Metrics. This is called upselling. It’s about offering the right upsell at the right time.

SaaS 98

SaaS Upselling B2B Metrics 98

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

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

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 111

B2B SaaS B2C Upselling 111

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

Totango

NOVEMBER 25, 2020

With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Financial data. Sales history. CSM Sentiment. Touch points.

CRM 110

CRM Upselling Metrics Accountability 110

TechSee

SEPTEMBER 26, 2024

This metric is a key driver of long-term growth and brand loyalty. Additionally, metrics like Average Handling Time (AHT), which measures the time spent resolving customer issues, improve dramatically when Agentic AI is integrated into customer service or CX workflows.

Average Handle Time 109

Average Handle Time Upselling Enterprise Technical Support 109

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 100

SaaS Upselling Metrics Journey mapping 100

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

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 101

Customer centricity SaaS Upselling Metrics 101

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

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

TeleDirect

MARCH 1, 2021

Everything your call center does – field calls , make appointments , outbound communication , you name it – is directly tied to one overreaching metric: customer service. Telesales & upsells are just one area where an efficient BPO call center can help. Take care of your clients, and everything else just falls into place.

Call Center 117

Call Center Customer Service Business Process Outsourcing Upselling 117

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

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

ChurnZero

JULY 14, 2021

This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts on retaining your customers with the strongest lifetime value. Customer Success Around the Web.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

CCNG

JULY 3, 2024

Contact center providers today use real-time monitoring and reporting systems to continuously track performance metrics, enabling swift identification and resolution of potential issues to ensure service quality is maintained.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195