inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. Customers are more than numbers.

Metrics 40

Metrics Customer Experience Feedback Analytics 40

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics SaaS Best practices Accountability 41

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

Sales 40

Sales Upselling Best practices SaaS 40

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either. 2) Disagree. (3)

Metrics 48

Metrics Customer Service Airlines Contact Center 48

aircall

AUGUST 5, 2022

To get the latest industry best practices, we tapped experts at Teamleader and Aircall to give you an exclusive glimpse behind the scenes. . Strategically aligning sales and marketing . To increase your chances of success, it’s key to align your sales and marketing teams. . communication with the sales team.

Sales 62

Sales SaaS Marketing Personalization 62

ClientSuccess

JANUARY 10, 2020

By joining in customer conversations early on – even during sales conversations – CSMs can start to lay the groundwork with these key customer groups. . Once customers know why they have to sit in a training room for a day and a half, they’re more likely to be engaged in the content and the practical work. Stay organized. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

By joining in customer conversations early on – even during sales conversations – CSMs can start to lay the groundwork with these key customer groups. . Once customers know why they have to sit in a training room for a day and a half, they’re more likely to be engaged in the content and the practical work. Stay organized. .

Best practices 64

Best practices Metrics Feedback SaaS 64

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. During this planning stage, CSMs can identify areas where other team representatives (sales, product, etc.) Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling Accountability SaaS Metrics 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. and how sales team members are handling these requests. Research Stage.

Metrics 40

Metrics SaaS Sales Accountability 40

ClientSuccess

DECEMBER 12, 2022

Despite being left to their own devices, the tenacious and devoted team member used sheer dedication and hard work for the betterment of the account — periodically seeing assistance from sales counterparts every now and then. Check out our resources below for more customer success best practices and insights.

Management 87

Management Accountability Sales Upselling 87

ClientSuccess

NOVEMBER 22, 2021

To optimize and enhance your strategy, it’s a good idea to send out surveys at different points throughout the customer relationship – post-sales, post-onboarding, renewal pulse, etc. A best practice is for customer marketing to create a separate NPS survey specifically for marketing purposes.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

ChurnZero

DECEMBER 28, 2018

Strategies for an Effective Partnership Between Customer Success & Sales – Part 1. The handoff of a new customer between Sales and Customer Success is critical moment in the customer lifecycle. Strategies for an Effective Partnership Between Customer Success & Sales – Part 2. Customer Success Metrics that Matter.

Best practices 49

Best practices Metrics SaaS Sales 49

ClientSuccess

DECEMBER 20, 2018

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. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Quick Ratio.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

ClientSuccess

OCTOBER 26, 2020

For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. According to Steven Rosen , Executive Coach, “A quarterly business reviews consists of a formal review meeting between a front line manager and one of his/her sales representatives.

SaaS 74

SaaS Coaching Metrics Sales 74

Infinity

APRIL 10, 2018

As many as 89% of consumers look for vehicle information online, 1 requiring companies to translate searches into sales calls and visits to dealerships. 3 By paying close attention to the conversion metrics, Mindshare were able to fully understand the value of the online activity and optimise it. Thrive in the world of SEO.

Automotive 49

Automotive Advertising Best practices Analytics 49

ClientSuccess

JUNE 2, 2017

The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar.

Journey mapping 40

Journey mapping SaaS Metrics Best practices 40

ClientSuccess

JANUARY 23, 2020

In fact, Sales Development Representative, Chief Revenue Officer, and Behavioral Health Technician are the only other non-technology focused roles included in LinkedIn’s report. eBook: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Metrics Toolkit.

Engineering 59

Engineering Best practices Technology Metrics 59

ClientSuccess

FEBRUARY 14, 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. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Consulting 50

Consulting Consulting Best practices SaaS 50

ClientSuccess

JUNE 13, 2017

For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Some refer to this metric as Dollar Revenue Retention (DRR). Some refer to this metric as Dollar Revenue Retention (DRR). The Importance of Cross-Referencing Metrics.

SaaS 43

SaaS Metrics Customer retention Upselling 43

ClientSuccess

JANUARY 23, 2020

In fact, Sales Development Representative, Chief Revenue Officer, and Behavioral Health Technician are the only other non-technology focused roles included in LinkedIn’s report. eBook: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Metrics Toolkit.

Engineering 52

Engineering Best practices Technology Metrics 52

ClientSuccess

JANUARY 23, 2020

In fact, Sales Development Representative, Chief Revenue Officer, and Behavioral Health Technician are the only other non-technology focused roles included in LinkedIn’s report. eBook: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Metrics Toolkit.

Engineering 52

Engineering Best practices Technology Metrics 52

ClientSuccess

SEPTEMBER 3, 2020

For most of the year, the CSMs counterpart on the sales side of our business was nowhere to be seen, only occasionally popping into the equation to see how things were going. Note, I prefer to use the word “target” and “payouts” vs. “quota” and “commissions” to distance – or differentiate – this plan from a sales plan.).

Management 111

Management Upselling Sales Accountability 111

ClientSuccess

APRIL 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. SaaS as a business thrives on collecting data – in which Marketing, Sales, and Customer Success are each involved – on customers. Contacts involved during the sales process.

Best practices 42

Best practices SaaS Sales Surveys 42

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Look at Sales. Look at Onboarding.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

ClientSuccess

MARCH 27, 2018

I recently watched a video of Rob Jeppsen , CEO of Xvoyant , explaining how to take a different approach when building out your pre and post sales funnel stages. Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. Pre Sales. Sale Occurs. Pre Sales.

Journey mapping 40

Journey mapping Customer Experience Education Best practices 40

Infinity

MAY 24, 2018

This was a challenge Mazda needed solving, with hundreds of dealerships across the country it was vital to have a joined-up strategy that connected large-scale branding activity to sales on a local level. Going forward, how are you looking to use call tracking alongside your other marketing channels?

Automotive 56

Automotive Best practices Marketing Metrics 56

ChurnZero

FEBRUARY 5, 2020

Become Visible – As Customer Success is still an emerging discipline the industry is hungry for best practices, thought leadership, and lessons learned. Explore a Topic – The best way to learn something is to teach it. Leverage digital email/in-app metrics as a way to track overall engagement 2.

Metrics 64

Metrics Best practices Sales Marketing 64

Nicereply

NOVEMBER 21, 2023

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. Fred Reichheld dubbed this metric the “ one number you need to grow. Strong NPS is the backbone of a thriving customer experience.

Surveys 59

Surveys B2B Feedback Education 59

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. The Customer Lifecycle Begins The Moment a Sales Is Closed. What Is Customer Lifecycle Management?

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ClientSuccess

JULY 12, 2017

What Types of SaaS Metrics Do VC Firms Look For? When asked what types of metrics VC firms look for when weighing new business, Stacey mentioned that most firms look for lifts in revenue, recurring revenue, and long-term renewal trends. If VC firms see high churn, they run from deals, no matter what the sales plan looks like.

SaaS 40

SaaS Metrics Benchmark Best practices 40

ClientSuccess

NOVEMBER 21, 2017

It’s important to remember, however, that a customer in an upsell position, no matter how mutually beneficial or respectful the relationship, is still in the middle of a sales cycle. As any sales professional can attest to, this can often lead to long periods of silence on a customer’s end. Take a deeper look at the metrics.

Upselling 50

Upselling Metrics SaaS Best practices 50

ClientSuccess

DECEMBER 12, 2017

Reviewing an ended customer relationship is an opportunity to gather critical metrics and begin to set benchmarks. With all of the insights and metrics gathered after a customer churn, customer success leaders can actually measure certain strategies against success rates and determine what steps to take in nearly every situation.

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. CSM from the Trenches Best Practice – Open and Transparent Communication – Opening the Kimono. Best Practice: Open and Transparent Communication (Opening the Kimono).

Best practices 44

Best practices SaaS Employee engagement Metrics 44

Comm100

JUNE 13, 2018

In each post, I will be providing a brief recap and review of articles that I came across in the previous month and recommend to anyone with an interest in staying up-to-date in CX thinking and best practices. Metrics and Measures. So without further ado, let’s check out May’s top posts! Have a H.E.A.R.T. Download Now.

Customer Service 41

Customer Service Airlines Education Metrics 41

ClientSuccess

SEPTEMBER 5, 2018

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. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 40

Best practices SaaS Accountability Metrics 40

SmartKarrot

FEBRUARY 12, 2021

The content is a mix of videos, articles, free audio books, ebooks, and podcasts. SaaSMetrics is a blog focuses on operations, metrics, financials, and other SaaS services. It also helps understand sales, SaaS metrics, and business growth. It helps generate better traffic, improve leads, generate sales, and engage better.

SaaS 23

SaaS B2B Metrics Sales 23

ChurnZero

DECEMBER 20, 2019

Being able to have difficult conversations with customers, being able to lead customers proactively, and being able to have metrics-driven conversations is what the new Customer Success Manager (CSM) is expected to achieve. C S and Sales strengthen their bond. . I recommend looking to Sales/Sales Op erations teams as the guide.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80