ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. The SaaS Debate: Who Owns the Renewal and Upsell? Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers.

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SaaS Chief Customer Officer Upselling Metrics 98

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:

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Metrics Customer retention SaaS Surveys 142

JustCall

JULY 23, 2020

In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. But, weighing every other metric under the sun means you're in for a waste of your precious time.

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Sales Metrics Upselling Benchmark 52

CSM Practice

FEBRUARY 15, 2021

The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. This blog will discuss takeaways and trends in customer success about one of the most popular tools – the customer health score. Customer Health Score is an essential metric for all businesses.

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Surveys SaaS Benchmark Upselling 64

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 Accountability 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 Accountability 52

ChurnZero

JUNE 15, 2021

This is a guest blog post by Jeff Galowich, CEO of Blue Horizon Software. In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics.

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Metrics SaaS Upselling Surveys 59

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

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Metrics Customer advocacy Customer centricity Customer effort 59

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. This really depends on your industry so you want to familiarize yourself with industry benchmarks.

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Metrics Best practices Customer retention SaaS 76

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.

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Metrics Enterprise Feedback Upselling 62

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

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Metrics Customer Service Surveys Self service 79

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. We will be discussing all Net Revenue Retention in this blog. NRR is the most widely used customer success metric. Your upsell revenue for the month is $1000. So your actions are determined by this one key metric.

Upselling 52

Upselling SaaS Metrics Accountability 52

Beyond Philosophy

NOVEMBER 10, 2014

Your existing customers are far easier to upsell. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

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Customer Service Chief Customer Officer Contact Center Consulting 251

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 Experience Metrics Will Improve Your Company’s Performance. Crash Course in Customer Success and SaaS Metrics (with Dave Kellogg).

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Journey mapping Customer centricity SaaS Education 98

CSM Magazine

DECEMBER 13, 2023

Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Here’s how you can bridge this gap: Provide comprehensive training for customer service representatives that focus on cross-selling and upselling.

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Customer Service Upselling CRM Employee engagement 52

Nicereply

NOVEMBER 21, 2022

Considering that the SaaS industry is a competitive one, customer retention is crucial. This is an important metric that shows the level of customer loyalty. However, for each industry, there are benchmarks to show the normal CRR. Discover great customer retention tools and empower customer satisfaction. How to Calculate CRR?

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Customer retention SaaS Upselling Analytics 98

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. One needs to start identifying clear objectives and metrics. It can include metrics such as customer satisfaction, loyalty, and retention.

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Metrics Upselling Engineering Customer Experience 83

Totango

FEBRUARY 23, 2023

While net revenue retention (NRR) is a key business metric for many companies, Chris shared that customer success operations can also help you get a closer look at leading indicators to tell whether your team is on track to hit the target. It’s not a set it and forget it metric.” It’s about the customer’s outcome.”

Metrics 84

Metrics Upselling Accountability Enterprise 84

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Anticipating which customers are viable candidates for upsell/cross-sell opportunities.

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Customer Experience Education Customer centricity Metrics 118

OctopusTech

JUNE 29, 2023

This service is generally useful for different industries like B2B sales, financial, and healthcare services. It also plays an important role in upselling and cross-selling different opportunities by finding out the needs of users and then recommending the most appropriate products and services.

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Customer retention Call Center Upselling outsourcing 62

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. 1-2 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. Download the report.

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B2B Upselling Customer retention Customer Support 98

TeamSupport

MAY 11, 2021

This blog provides the highlights from their talk. We’re all very focused on metrics related to the Marketing pipeline (number of MQLs, return on our paid search investment, cost-per-lead, etc.). We should be looking at just as many metrics related to our existing customers and just as diligently. What did they mean ?

B2B 98

B2B Upselling Metrics 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.

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CRM Upselling Metrics Accountability 108

JustCall

APRIL 22, 2022

Deliver high-value customer service by consistently tapping into not only quantitative but qualitative customer metrics. This could mean launching new features to accommodate customers’ expectations or educating them through a knowledge pool of guides, whitepapers, blogs,and even on demand webinars.

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52

Totango

AUGUST 9, 2022

Firmographics: such as company size, industry, and annual revenue. Sales : Sales teams can use customer segmentation to group prospects and customers based on propensity to buy, potential transaction value and upsell opportunities. This enables more repeat business, more upsell opportunities, referrals and higher revenue.

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Best practices B2B Journey mapping Upselling 100

Fonolo

MARCH 28, 2023

If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX.

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Customer Experience Management Contact Center Call Center 81

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

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Education Upselling Consulting Consulting 52

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. First , actively monitoring your CRR provides you with an objective metric to measure the effectiveness of your customer retention strategy. How to Improve Your Customer Retention Rate.

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Customer retention Upselling Enterprise Benchmark 86

TeamSupport

MARCH 10, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. For more ways you can use tools like TeamInsights to interpret data and set actionable strategies, read our 3-part blog on the topic. Learn more at TeamSuccess.com.

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B2B Upselling Coaching Customer Support 98

CustomerSuccessBox

OCTOBER 5, 2021

The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. To be honest, the KPIs will differ, even within the SaaS industry, according to the nature of your business. Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense.

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Upselling SaaS Metrics Accountability 59

JustCall

MARCH 29, 2022

In this blog, we explore the emergence of such ‘Super Reps’ and what they mean for customer experience. This evolution is largely driven by the new subscription based models which has seen an extensive adoption across the SaaS industry. Perfecting upsell and cross sell . The Evolution of the Support Function.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

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. . Engaging Customers, Both New and Established. Digital engagement provides a solution to these issues by offering communications and assistance in a more scalable way.

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Upselling Enterprise Healthcare Metrics 81

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. .

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Upselling Accountability Enterprise Metrics 64

JustCall

APRIL 3, 2023

In this blog, we’ll learn how. 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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Upselling Metrics Best practices Customer centricity 52

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. In Conclusion.

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SaaS Customer retention Surveys Morale 120

JustCall

APRIL 4, 2023

In this blog, we will explore the inbound call center agent duties and understand how to create a solid inbound call agent job description. Meeting performance metrics : These agents are also responsible for meeting specific performance metrics, such as call volume, call quality, customer satisfaction, and sales targets.

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Call Center call center software Upselling Scripts 52