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

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 172

Metrics Customer Experience Benchmark Surveys 172

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

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

CustomerSuccessBox

JULY 1, 2022

How can you tell which projects your customer success team is working on are effective? Your high-touch customer success team will operate more productively if it can identify the KPIs and metrics early on. Setting customer success metrics involves more than just measuring performance. Low-touch vs High-touch customer success.

SaaS 52

SaaS Upselling Metrics Accountability 52

ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. Top 20 Business Challenges for Customer Success According to TSIA.

Best practices 78

Best practices Upselling Analytics SaaS 78

TechSee

MAY 1, 2022

There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Customer satisfaction is the great differentiator, and organizations have to constantly target the areas for improvement and monitor for response to changes. Why Measure CSAT?

Customer Experience 109

Customer Experience Surveys Benchmark Feedback 109

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. This will lead to more referrals, less churn, and ultimately more revenue for your business. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Why You Should Properly Tag Customer Conversations.

Feedback 87

Feedback Contact Center Metrics Surveys 87

CustomerSuccessBox

JUNE 7, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management Best practices Accountability Enterprise 52

ChurnZero

JUNE 22, 2021

Looking for a way to upskill or even reskill your Customer Success career? Their mission is to improve lives through learning and it’s the largest online destination that help students and businesses gain skills from expert instructors teaching over 155,00 online courses on topics from programming to leadership to Customer Success.

SaaS 92

SaaS Consulting Consulting Sales 92

Totango

MARCH 3, 2020

Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. What Causes a High Churn Rate?

Customer centricity 84

Customer centricity Best practices Enterprise Accountability 84

Solvvy

JULY 8, 2022

Take customer satisfaction. Even customers can struggle with quantifying how happy they are with your services. But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. The cost of acquiring new customers becomes very high very quickly. If you are looking for a guide for NRR vs GRR we have it! What is Net Dollar Retention? Increases MRR.

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. It also allows them to focus on other income-generating processes like expansion or acquiring new customers.

Metrics 89

Metrics SaaS Accountability Upselling 89

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. And it should NOT be a revenue center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors.

Customer Service 48

Customer Service Enterprise Consulting Consulting 48

CustomerSuccessBox

NOVEMBER 17, 2021

We will be discussing all Net Revenue Retention in this blog. What is Net Revenue Retention? If you are a SaaS business, churn is your devil with the pitchfork. Customers are unsteady, they sometimes run off to your competitors. But SaaS leaders know the importance of Net Revenue Retention and tracking it.

Upselling 52

Upselling SaaS Metrics Accountability 52

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Customer comfortability and experience. When creating internal rules and processes, teams have a habit of prioritizing their own needs above the needs of the customer.

Sales 98

Sales Upselling Enterprise SaaS 98

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

SaaS 52

SaaS B2B Customer retention Upselling 52

CustomerSuccessBox

JUNE 7, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management Surveys Chief Customer Officer Metrics 52

ChurnZero

JUNE 15, 2021

This is the key component of what we call the “quality of revenue,” which focuses on the stability and predictability of a company’s underlying business fundamentals. . Logo retention is the simplest and represents how many customers you retained over a set period. High retention is good, while high churn is bad.

Metrics 59

Metrics SaaS Upselling Surveys 59

CSM Practice

JUNE 4, 2021

How do you know if your customer success team’s initiatives are truly working and which of them are not? Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. .

SaaS 52

SaaS Upselling Metrics CRM 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Probably not!

Surveys 146

Surveys Feedback Metrics Customer retention 146

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. There is an old saying that you can’t cut your way to profitability.

CRM 96

CRM Sales Analytics Accountability 96

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Global Response

NOVEMBER 21, 2023

If you’ve worked in or alongside Customer Experience teams for any length of time, you’ve likely heard of NPS, or Net Promoter Scores. and NICE Satmetrix, and it measures the overall likelihood of a customer to recommend your brand to others. As such, it serves as a measure of customer loyalty , retention and perception of your brand.

Benchmark 62

Benchmark Surveys Healthcare outsourcing 62

CustomerSuccessBox

DECEMBER 31, 2021

Customer Success (CS), although not a new profession, is still a foreign concept to many. To add to that confusion and complexity, CS roles come in different shapes and sizes like customer managers, customer success associates, etc. For example- a PS team can configure a feature on behalf of customers.

B2B 52

B2B SaaS Consulting Consulting 52

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B SaaS Education Brand ambassadors 82

ChurnZero

MARCH 11, 2020

Churn Reasons: You’re Not Digging Deep Enough. This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. Eventually, these issues become deal-breakers which can lead to churn.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ClientSuccess

NOVEMBER 1, 2018

As customer success professionals, we often ask ourselves “Is this what I should be spending my time on?” With so many competing priorities and KPIs, every single decision must be strategic and focused to keep your team and your customers on the right track. Combating Customer Churn vs Growing Customers.

Upselling 61

Upselling SaaS Accountability Analytics 61

Spearline

FEBRUARY 23, 2021

When it comes to monitoring and tracking the entire line of communication between a company and its customers, network monitoring solutions are often thought to have all the bases covered. Identify issues with numbers before customers do. Replicate customer experience from the outside in. An objective audio quality metric.

Telecommunications 95

Telecommunications Benchmark industry standards Metrics 95

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. Achieving a 125% increase in ARR (Annual Recurring Revenue) is not an easy task. as these are crucial to improve your revenue), and try not to skip any point. Account health KPIs- Product adoption, customer usage, etc. Some of them are.

Upselling 59

Upselling SaaS Metrics Accountability 59

ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CSM Magazine

MAY 26, 2022

Understanding customer health is critical to the long-term success of any company. It helps predict the future state of your relationship with the customer, reveals areas where your product could be improved, and shines a light on support and success processes that may be contributing to poor customer health. Source: [link].

Engineering 52

Engineering SaaS Upselling Metrics 52

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Check out our top five Customer Success webinars brought to you by ChurnZero in 2021.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98