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. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. READ the blog Freshworks wrote about our expansion selling framework: [link]. READ our Customer Success BLOG: [link]. Learn more about EXPANSION SELLING. Learn more about Customer Success.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 20, 2020

Many organizations that I worked with make this shift by starting with the health score, graduating into actionable insights, analyzing customer cohorts, before developing ongoing advanced analytics capabilities using machine learning and artificial intelligence. Predictive Analytics and Artificial Intelligence. Health Score.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. READ our Customer Success BLOG: [link]. Customer Financial Metrics.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. READ our Customer Success BLOG: [link]. Customer Financial Metrics.

Metrics 52

Metrics Accountability Surveys SaaS 52

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Practice

MARCH 13, 2020

As beneficial as they can be, the exit of a champion is one of the most common reasons for churn in SaaS companies for many reasons. Send contextual progress reports, research reports, and relevant blogs to your sponsors to prove value and create top-of-mind awareness of your solution. READ our Customer Success BLOG: [link].

SaaS 82

SaaS Best practices Enterprise Accountability 82

aircall

MARCH 19, 2021

It produces a customer database that is accessible by other SaaS software and systems that your company uses. Security breaches have increased by 67% since 2014 and can cost organizations millions of dollars. What if we told you that all the customer data and analytics your company generates is accessible from your phone?

Sales 62

Sales CRM Marketing Best practices 62

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Deployment : Cloud, SaaS, Web. Deployment : Cloud, SaaS, Web. WordPress blogs. Deployment : Cloud, SaaS, Web. The question is a loaded one. Specs : Industry : Any. Business size : Small. Price : $10/user/month.

CRM 43

CRM Enterprise SaaS Marketing 43

Natalie Petouhof

SEPTEMBER 1, 2015

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. Predictive analytics identify known attributes and reveal previously unknown attributes that drive customer success.

Sales 40

Sales Management Advertising Analytics 40