ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Define what customer health looks like for your business. Length of the relationship.

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Metrics B2B Education Accountability 94

TeamSupport

JANUARY 13, 2023

Understanding and measuring customer sentiment and health is a critical aspect of running a successful business. It allows you to gauge how your customers feel about your brand, products, and services, and make adjustments as needed to improve the customer experience. What Are The Benefits Of Sentiment Analysis.

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Metrics Surveys Feedback Customer Experience 96

inSided

JANUARY 30, 2022

This week, we continue to build the foundation by looking into what you should factor in when choosing your health score model. When it comes to choosing your customer health score model, know this: Let’s go! ?? Not signed up for the challenge yet?

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Education Services Group

NOVEMBER 22, 2021

A customer health score can help Customer Success teams do just that. It’s a way of evaluating a customer’s likelihood of churning, renewing, or expanding — helping CSMs identify and mitigate potential customer issues before they arise. How to choose your customer health model.

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Upselling Metrics Enterprise Feedback 52

Totango

APRIL 11, 2019

This is certainly true of the customer success health scores used to monitor the status of customers. When a health score indicates that a customer requires attention, you also need to know what went wrong and how to fix it. What is a Customer Success Health Score?

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Metrics Upselling Accountability Enterprise 86

CustomerSuccessBox

AUGUST 1, 2019

Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer t o inform you that they will not be renewing their contract. How to define Customer Health? Yes, there is.

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SaaS B2B Accountability Metrics 74

CustomerSuccessBox

JUNE 22, 2021

An account health score is a value that indicates the long-term prospect for a customer. A SaaS customer goes through onboarding, retention, and upsell.At Read Best practices to calculate health score. Now, what should be your lookback period and when should you start calculating account health?

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Amity

JANUARY 18, 2018

How do you know if a customer is healthy? By referring to their Customer Health Score of course! When you're considering whether to establish a Customer Health Score, typically your end goal is to develop an Early Warning System to help your team focus on proactive Customer Success.

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Kapta Customer Success

DECEMBER 20, 2021

The biggest challenge most businesses face in today's market is maintaining and building customer relationships. It can be difficult to gauge the successes and failures of most customer relationships and respond appropriately if there isn't a solid system to inform strategies.

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Amity

JUNE 2, 2017

In Customer Success, setting trip wires to notify you when your customer isn’t doing so well can save you a lot of time and pain. Aggregated, these signals constitute a health scoring system which will allow you to assess risk and opportunity at first glance. In Customer Success, everything ought to be actionable.

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inSided

MARCH 8, 2022

Yowsa! (..)

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inSided

FEBRUARY 28, 2022

This week, we’re starting a new phase of our Customer Health Challenge: endurance. Welcome to another week of Burn the Churn ! We’ve been building up to this moment, setting our foundation and focusing on our core muscles. Now, it’s time to build our stamina and implement these tips consistently.

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inSided

JANUARY 12, 2022

You know how critical customer health is and you’re always striving to improve. Maybe you’ve even signed up for our 8-week customer health challenge — and you’re ready to burn the churn!).

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Strikedeck

JULY 2, 2019

David shares how he built an award winning CS team, by developing an effective customer health score.

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Customer Service 49

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

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Kapta Customer Success

MAY 16, 2022

Instead, it's the long-term customers: the ones who trust your brand, will go out on a limb to try new products and services, refer you to their associates, and stay with you for renewal after renewal because of their faith in your relationship. But the statistics don't reflect this. But the statistics don't reflect this.

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Accountability Customer retention Management Sales 104

ClientSuccess

JANUARY 31, 2018

ClientSuccess hosted Boaz Maor, VP of Customer Success of OpenGov and the 2017 Customer Success Innovator of the Year , for this month’s customer success webinar series: How to Build Out Your Customer Health Score Using the Customer Maturity Index. 4 principles of the Customer Maturity Index.

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SaaS Government B2B Management 40

SmartKarrot

SEPTEMBER 23, 2022

Customers in the contemporary age are becoming increasingly conscious of the variety of experiences they need before purchasing. To raise your customer health score, you must view customer health as a logical, well-thought-out problem. This involves learning what matters most to each customer.

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SmartKarrot

SEPTEMBER 23, 2022

Customers in the contemporary age are becoming increasingly conscious of the variety of experiences they need before purchasing. To raise your customer health score, you must view customer health as a logical, well-thought-out problem. This involves learning what matters most to each customer.

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Metrics Finance Upselling Accountability 10

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

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Enterprise Customer centricity Benchmark Upselling 108

SmartKarrot

APRIL 25, 2022

For a B2B SaaS company, a customer may churn anytime, but the premonition and signs would have been there from some time before. This prediction and positioning can happen correctly with the customer health score metric in place. A customer health score predicts whether the customer will stay with the company or churn.

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SaaS Management Accountability Metrics 10

ChurnZero

DECEMBER 19, 2023

Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Net revenue retention (NRR) was the top metric at the end of 2023, according to our annual survey of customer success leaders.

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Metrics Finance Surveys Marketing 52

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. So, how do you do this?

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Upselling Accountability CRM Best practices 97

The Northridge Group

JULY 20, 2023

In-office work means they can ensure that each employee is being productive, staying on task, and efficiently delivering customer support. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Likewise, AHT is used to measure the time an associate spends working on a customer issue.

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Contact Center Abandon rate contact center associations Metrics 121

Satrix Solutions

NOVEMBER 12, 2020

When calculating your customer health score, what approach does your organization take? Many companies rely on signals and data from product usage, support tickets, or Net Promoter Score to paint a picture of customer health. Are you also considering customer feedback when determining customer health scores?

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SaaS Feedback Best practices Accountability 88

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

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Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

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Customer Experience Healthcare Metrics Customer emotions 83

Calltools

JULY 26, 2023

Maintaining loyal customers is crucial for business growth and improving brand loyalty. When customers are satisfied, they are more likely to recommend your business to others. That’s why monitoring customer satisfaction is essential for contact centers. Still not convinced of the power of customer satisfaction?

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ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

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B2B SaaS Feedback Management 81

Totango

FEBRUARY 9, 2024

The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. However, it does not factor in any additional revenue from customers who increased their average spend. What is gross retention?

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Upselling Metrics Enterprise Best practices 108

TeamSupport

AUGUST 25, 2022

Could Majorian have used a 360-degree view of his Roman subjects (read: customers)? Could the collapse of the Roman Empire ( the Western one ) have been prevented if the imperial bureaucracy was able to track their health and success via digital analytics? What’s a holistic customer relationship? What is a 360-degree view?

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Upselling Metrics Benchmark Analytics 98

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

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Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Madeline Evans (ME): My recommendation would be to prioritize your health scores and usage KPIs. Watch it here if you missed it!).

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Accountability Chatbots Surveys Journey mapping 98

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

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Enterprise Finance SaaS Analytics 91

SharpenCX

AUGUST 31, 2021

A call center dashboard provides simple graphics, custom views, and real-time insights into your team’s performance. How you customize your dashboard depends on the outcome you’re looking for. How do our customers feel? Customer Satisfaction Score. Your leadership cares about the health of your customer base.

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Call Center Metrics Benchmark Contact Center 128

CSM Magazine

FEBRUARY 2, 2024

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. As the organisation has expanded, its member base has grown more diverse – now spanning wider age groups and incorporating more corporate customers.

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