ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

MAY 29, 2020

To avoid these perilous potholes and hone your focus, we asked ChurnZero’s CCO Abby Hammer about the Customer Success metrics she cares most about and why. Definition: Net Revenue Retention (NRR) calculates total revenue (including expansion) minus revenue churn (contract expirations, cancelations, or downgrades). Net Promoter Score®.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ChurnZero

JUNE 17, 2022

An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Bree: Definitely. Is this dashboard for a specific customer?

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JUNE 17, 2022

An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Bree: Definitely. Is this dashboard for a specific customer?

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

FEBRUARY 23, 2021

How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? To find out, we invited CSM Practice to share benchmarking data from their recent survey of Customer Success professionals on how they build, maintain, and measure customer health scores.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. So we wanted to definitively answer that question on value. The Interview: .

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69

Lumoa

APRIL 24, 2018

Creating a better business that delivers more value to customers is the real point. As recent industry surveys show, NPS scores don’t reward companies that ‘game’ the system. Adam Toporek Customer Service Expert, Speaker and Author. Many people think that getting a better score is the point of NPS. blog linkedin twitter Why? "Too

Consulting 135

Consulting Consulting Metrics Feedback 135