aircall

AUGUST 5, 2022

Above all, this increases your conversion rate and customer retention (which is even more important in this economy). . To get the latest industry best practices, we tapped experts at Teamleader and Aircall to give you an exclusive glimpse behind the scenes. . 6 Ways to Optimize Lead-Nurturing and Follow-Up.

Sales 62

Sales SaaS Marketing Personalization 62

ClientSuccess

JUNE 13, 2017

In this first blog of a two-part series, we will explore 4 major calculations (that can also be found in our latest ebook) for determining customer health, which can be thought of in pairs of two, with each set containing a “positive” measurement and a “negative” measurement. Customer Churn Rate. Customer Retention Rate (CRR).

SaaS 43

SaaS Metrics Customer retention Upselling 43

ClientSuccess

DECEMBER 20, 2018

Article: 3 Customer Success Compensation Models. Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. Customer Retention Rate/Customer Churn Rate.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth.

Surveys 59

Surveys B2B Feedback Education 59

ChurnZero

NOVEMBER 30, 2018

Q: What are your favorite metrics to track when it comes to Customer Success? When it comes to Customer Success, I think again you want to tie yourself as closely as you can to the core of the business. So, we’re talking about revenue growth and revenue retention on a dollar basis. Customer Success Around the Web.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Is it retention, expansion, advocacy, product feedback, or service delivery?

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

SmartKarrot

JUNE 24, 2021

Gain Grow Retain is an open, free community for customer success leaders of B2B SaaS organizations. The community answers questions about best practices, strategies, and more to support CS leaders. These slack workspaces for CS professionals are helpful in discussing CS topics, resources, best practices, networking, and more.

SaaS 17

SaaS Best practices B2B Customer retention 17

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Externally – understand what success looks like from the perspective of the customer. What are their metrics? Ask about their goals.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. The customer retention that follows these efforts makes them worth it.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. As of now, she is the GVP NAA Customer Success & Renewals at Oracle. Peter Armaly. Jay Nathan.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Live chat allows you to give quick answers to questions about your products, solve problems faster, and assure your customers that you’re there when they need you.

Best practices 111

Best practices Analytics Sales Benchmark 111

ClientSuccess

JULY 11, 2017

The real testament to a company’s product, culture, and employees is showcased in the success of its customers. Customer retention should not only be at the top of any executives priority list, it should be a priority for the entire company, and every employee and every team should own a stake in customer success.

SaaS 40

SaaS Finance Feedback Metrics 40

ChurnZero

MARCH 13, 2020

Convening in a meeting room chock-full of Customer Success Managers, we pondered the purpose of the arguably antiquated QBR. Customers complain they take too long.”. Once QBRs become a metric, they become less meaningful.”. Sometimes, having four QBRs a year for a customer IS too much.”. Customer Success Around the Web.

Metrics 59

Metrics Consulting Consulting Coaching 59