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

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.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ChurnZero

JANUARY 20, 2021

Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. That number jumps to 60-70% when you consider selling to your existing customers, according to Market Metrics.

SaaS 98

SaaS Upselling B2B Metrics 98

Amity

OCTOBER 12, 2016

Best of Customer Success Today: Both of these metrics [Customer Churn and Revenue Churn] look at different aspects of your company's health, and in terms of deciding which is "best", or which takes precedence, the simple answer is neither. Customer Churn vs. Revenue Churn: What's The Difference? 1 Radicati, Sara, PhD , ed.

SaaS 64

SaaS Upselling Metrics Education 64

ChurnZero

OCTOBER 30, 2020

While acknowledging that Sales is extremely challenging, Mehta recalls prior experiences – such as upselling a sizeable expansion or winning a new contract because of an advocate – where, although Sales led and closed the deal, the CSM’s ongoing involvement in the account made the sell significantly easier. How do you counter this?”.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

CustomerSuccessBox

JUNE 8, 2022

Either they’re not getting the right results, or they’re struggling with, you know, showing value internally struggling with earn struggling with upselling, actually, I would say that that’s my forte, like value management to customers and increasing upsell. Q: Please introduce yourself. And this is my forecast.

Management 52

Management Upselling Accountability Metrics 52

Mindtouch

JULY 25, 2017

What information can you expose to customers to encourage an upsell or renewal? According to Forrester, in 2014 web self-service was the most popular interaction channel, with over 76 percent of respondents choosing it. Expose Customers to Self-Service Knowledge. Check back here for more!

Self service 59

Self service Best practices Upselling Analytics 59

Mindtouch

APRIL 30, 2018

What and how much of your service is a ‘good customer’ who renews/upsells using? Editor’s Note : This post was originally published in 2014. Grafham builds on this idea in his LinkedIn post Scaling Customer Success : What do you want your customers to be doing with your service? Lincoln Murphy, Sixteen Ventures.

SaaS 48

SaaS Upselling B2B Self service 48

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. Upselling and cross-selling were viewed as the least effective skills for garnering revenue — this is a prime coaching opportunity. Cross-Selling and Upselling: How They Differ Yet Work Together.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SmartKarrot

SEPTEMBER 10, 2020

According to a report by CCO Council in 2014, 22% of Fortune 100 companies had adopted CCO roles. Especially when they are dealing with upselling and renewals. Using metrics. This metric shows the rate of revenue that is being generated from the existing customers. Yet it picked up quite fast in the last few years.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. And that mentality was already built-in when I joined the team in 2014.

Coaching 0

Coaching Engineering Upselling Marketing 0

Comm100

FEBRUARY 6, 2018

Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. In 2014 Cision charged $5,700 per year for a single license to access its media database. Download Now.

CRM 41

CRM Enterprise SaaS Marketing 41