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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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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Interactions

MAY 21, 2024

If you missed the recent Interactions webinar with Opus Research , don’t worry – we’ve got you covered. ROI: The Golden Metric Q. Joe Kuhn: Modern IVA solutions can provide a range of benefits including increased customer satisfaction, employee satisfaction, revenue/upsell opportunities, reduced mis-routes, and so on.

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Interactions

MAY 21, 2024

If you missed the recent Interactions webinar with Opus Research , don’t worry – we’ve got you covered. ROI: The Golden Metric Q. Joe Kuhn: Modern IVA solutions can provide a range of benefits including increased customer satisfaction, employee satisfaction, revenue/upsell opportunities, reduced mis-routes, and so on.

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ClientSuccess

FEBRUARY 7, 2022

Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. You can learn more about Customer Health Scoring and other metrics with these additional ClientSuccess resources: . Webinar: How to Build a Health Score that Actually Works.

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ChurnZero

FEBRUARY 29, 2024

The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. Watch Jaclyn’s webinar on demand here, and dig into attendees’ questions below.

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ClientSuccess

OCTOBER 12, 2022

How does it impact critical metrics like growth, renewal rates, and customer churn? Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells? Webinar: Designing the Playbooks to Power Your Customer Journey. Look at the bottom line .

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ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. This includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. eBook: Ultimate Guide to Customer Success Metrics.

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ChurnZero

SEPTEMBER 6, 2024

You can watch the webinar in full and read our top takeaways below. Expansion opportunities: With every goal you help customers achieve, new goals emerge, which frequently present opportunities for upsell and cross-sell. Watch the webinar in full here. But first, an appetizer. Want to learn more from Keishla and Stephanie?

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ClientSuccess

MARCH 16, 2022

If the customer has questions about features or functionality that might not be included in their current package, make a note to revisit this information when you are in the right place for an upsell or expansion opportunity. . Track data and metrics as early as possible in the process for accurate data down the road. .

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ClientSuccess

MARCH 2, 2021

CSMs are focused on helping clients reach their platform or product-specific goals while AEs are focused on upsells and/or renewals. . CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . Here are three important differences between CSMs and AEs: 1.

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ClientSuccess

SEPTEMBER 13, 2021

For some (but not all) SaaS organizations, CSMs are also responsible for leading and managing upsell conversations with customers. Ask to be introduced to the right people within the customer organization before entering into any budgeting or upsell talks to avoid any run-around. Toolkit: Customer Success Metrics Toolkit.

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ClientSuccess

MARCH 8, 2022

This includes the initial sales value, upsells or expansion deals, ad hoc change orders throughout the partnership, and renewal value. CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs.

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Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. These actions are the way we personalize our service to meet the demands of our customers. Anticipating customer need

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ClientSuccess

FEBRUARY 21, 2022

As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. Over the years, however, so many metrics have become critical to this decision-making that it now requires multiple products and platforms just to keep things straight.

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ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

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ClientSuccess

FEBRUARY 22, 2023

The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. Learn more about the role of customer success in your organization in this webinar.

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ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise.

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CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The webinar focuses on how to design the customer success strategy that is right for your SaaS company and how to operationalize, scale and automate that strategy through technology.

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ClientSuccess

OCTOBER 25, 2022

Highlight key wins, metrics, and data that showcase how your platform has helped the customer reach their strategic goals. Discuss potential upsell opportunities, growth ideas, and new ways for the customer to continue to innovate with your product. . Wins: Where has the customer met or even exceeded their goals on your platform?

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ClientSuccess

NOVEMBER 2, 2022

Go beyond just conceptualizing this information by tracking detailed metrics and data points to build a holistic picture of customer satisfaction and health. You can learn more about implementing customer retention efforts with these additional resources from ClientSuccess : Webinar: How to Build Customer Relationships that Unlock NRR.

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ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? 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. Note: During the webinar, Neale covers the first three of the 10 tenets of the Customer Success selling philosophy.

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CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. Puneet suggested that no CS team runs on a single KPI but rather a set of KPIs like logo retention, MRR Retention, Upsell etc.

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ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Track free-trial users for upsell opportunities to convert to paid users. Webinar Software.

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Totango

NOVEMBER 10, 2017

In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health. Feedvisor has a four-stage approach to building a Customer Health Score and periodically adjusts it to give better churn, renewal, and upsell predictions.

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ClientSuccess

JULY 20, 2021

One of the most critical associated metrics with net retention is net revenue retention, which is the total recurring revenue retained year over year, including everything from renewals to upsells to expansions. Customer net retention is the total number of customers who do not churn year over year. Want to learn more?

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Education Services Group

NOVEMBER 22, 2021

Key metrics to Include in a customer health score. Health scores can also easily enable CSMs to identify their most successful customers — the ones who are most likely to be open to upsell conversations and the most willing to become customer references, provide testimonials, or participate in case studies. Let’s dive in.

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ClientSuccess

APRIL 28, 2021

If you realize that your customers are ghosting right when big conversations – like renewals and/or upsells – are supposed to take place, knowing there is an executive check-in around the corner can help appease a little of your panic. Track your product usage metrics accordingly. .

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Totango

AUGUST 21, 2020

All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. SC: Our business case includes measurement of renewal, upsell, NPS and productivity over a 5 year period.

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Totango

NOVEMBER 10, 2017

In part 2 of our customer health webinar series, we tackled “How to Measure the Effectiveness of a Customer Health Model” and discussed a more advanced approach to customer health. Feedvisor has a four-stage approach to building a Customer Health Score and periodically adjusts it to give better churn, renewal, and upsell predictions.

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Totango

SEPTEMBER 11, 2020

As a result, businesses can build better client communication, create enticing offers for upsell opportunities, and meet overall business goals in a more reliable manner. . In other cases, links to webinars, product training videos, or an appointment time with a CSM for help going over a feature could be useful.

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ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. If you missed the webinar, you can watch it on demand.

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ChurnZero

SEPTEMBER 20, 2024

Can keep customers informed and interested in new product releases and updates (company benefit: upsell/cross-sell) Small creative agency account manager. Grasps the importance of metrics like NRR; can keep the team organized with regular reporting (company benefit: retention and revenue growth) Product developer.

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JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

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ChurnZero

JULY 9, 2020

Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data.

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ClientSuccess

JUNE 15, 2021

From planning onboarding and implementation to facilitating new product or feature training to working with sales on renewals and upsells, CSMs often have a ‘catch all’ of responsibilities. All customer success metrics in one place: Managing long-term customer relationships cannot be done without data to support key strategic decisions.

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ChurnZero

OCTOBER 1, 2022

In our webinar, “ Champion scalable and sustainable growth through the power of Customer Success ,” Valuize shares how top enterprises drive market-leading NRR by consistently discovering new value and expansion opportunities through CSQLs and seamless operations. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

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