ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling SaaS Customer effort 75

Totango

FEBRUARY 4, 2020

This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? Customer-centric growth puts customers at the heart of your business strategy. What is Customer-Centric Growth?

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

FEBRUARY 4, 2020

This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? Customer-centric growth puts customers at the heart of your business strategy. What is Customer-Centric Growth?

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

Totango

APRIL 24, 2020

As dependable and recurring renewal is crucial to the growth of our own enterprise, it is vital that we understand customer retention best practices must be implemented at every stage of the customer journey and reinforced by every engagement we undertake. 6 SaaS Customer Retention Best Practices.

Customer retention 83

Customer retention Best practices SaaS Enterprise 83

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. Follow Net Promoter Score Best Practices to Boost Retention and Referrals.

Best practices 98

Best practices Surveys Upselling Journey mapping 98

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. Follow Net Promoter Score Best Practices to Boost Retention and Referrals.

Best practices 98

Best practices Surveys Upselling Journey mapping 98

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer retention Upselling SaaS 52

Totango

NOVEMBER 3, 2021

Here we’ll cover some best practices for getting the most out of your NPS surveys. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals. Follow Net Promoter Score Best Practices to Boost Retention and Referrals.

Best practices 95

Best practices Surveys Upselling Journey mapping 95

CustomerSuccessBox

JUNE 5, 2019

The best practices for configuring a health score include. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Having a simple risk strategy, i.e., poor score must be broad and should consider each churn signal separately. Acting on poor leading metrics till health score is good.

Best practices 89

Best practices SaaS Accountability Metrics 89

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 Customer Experience Upselling SaaS 52

ClientSuccess

AUGUST 14, 2019

Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, such as renewals, upsells, and new user expansions. As you structure your CSM compensation plans, here are three best practices to keep in mind: 1. Who Owns the Renewal?

Best practices 40

Best practices Metrics Upselling SaaS 40

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” . Features adoption .

Best practices 72

Best practices Upselling Accountability Metrics 72

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer retention SaaS Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer retention Upselling SaaS 52

JivoChat

APRIL 15, 2021

Below, we’ll dig into some of the reasons organizations are embracing this communication channel before looking at the benefits of live chat software for businesses and the best practices to know before getting started. Live chat provides businesses with more upsell and cross-sell opportunities. What is live chat?

Best practices 52

Best practices Upselling CRM Chatbots 52

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 Customer Experience Best practices Upselling 52

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 Customer Experience Best practices Upselling 52

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. Customer Financial Metrics.

Metrics 59

Metrics Customer centricity Customer effort Customer advocacy 59

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? Trials of upsell products. Adoption of advanced product features.

Journey mapping 78

Journey mapping SaaS Enterprise Upselling 78

aircall

FEBRUARY 1, 2021

To make that happen, you’ll need to clearly define your sales training process, invest in the right training programs, and follow best practices for training sessions. . Be open to feedback: Often, it’s your salespeople who come up with the best ideas for how to be more efficient and productive. Upsell, cross-sell, referrals.

Best practices 62

Best practices Sales Call Center virtual call center 62

Education Services Group

JANUARY 18, 2022

To illuminate your team’s effect on strategic expansion, we suggest wielding a mighty metric that packs a real punch – one that even Wall Street uses as a shorthand way to evaluate the health and vitality of a company. Why are we crowning NRR as the new king of CS metrics? The only CS metric your board of directors cares about.

Metrics 52

Metrics Upselling Sales Analytics 52

Totango

SEPTEMBER 20, 2022

Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. What Is Customer Enablement In Business? What Is Sales Enablement?

SaaS 84

SaaS B2B Upselling Customer Support 84

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Unfortunately, while most companies obsessively track sales and marketing numbers, they completely overlook customer service metrics—and miss out on the insights they can learn about customer service, customer satisfaction, and brand loyalty. Ticket Volume.

Customer Service 59

Customer Service Metrics Upselling Average Handle Time 59

Totango

JULY 1, 2022

In a B2B SaaS context, SaaS customer loyalty is expressed primarily through actions like subscription renewals, upsell purchases, referrals and product engagement. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

SaaS 109

SaaS B2B B2C Upselling 109

Totango

SEPTEMBER 1, 2022

Here we’ll show you how to update your SaaS QBR strategy to keep up with the latest technology and best practices. Finally, we’ll offer some tips on updating your QBR SaaS strategy to leverage the latest technology and best practices. Updating goals, strategies, and KPIs to pursue future objectives.

SaaS 99

SaaS Journey mapping Upselling Best practices 99

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM strategies involve using technology to store and analyze customer data and automate and streamline sales and marketing processes. This information is used to make data-driven decisions.

Contact Center 52

Contact Center CRM Metrics Customer retention 52

ChurnZero

OCTOBER 28, 2022

That’s indispensable in terms of evolving your strategy. We have to think more strategically as an industry so that we can help our businesses scale and maintain those financial metrics like gross margin and EBITDA, that really matter when investors are looking at our companies. We’ve got to do things that scale.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

aircall

FEBRUARY 17, 2021

But when you put in the time and effort for sales strategy planning, the sky’s the limit as to how much you can achieve. . With some help from technology and a little thoughtful planning, you can create a sales strategy plan that helps your sales team reach their targets, week after week. The Purpose of your Sales Strategy Plan.

Sales 62

Sales call center software Call Center Best practices 62

Totango

JANUARY 31, 2019

In order to do that, you need to use the right SaaS customer engagement metrics. These metrics are practical measures of exactly how much, or how little, your customer is actively engaged with your product at any given time. Key Customer Engagement Metrics. The metrics are: Monitoring usage frequency.

Metrics 79

Metrics SaaS Accountability Upselling 79

inmoment

JANUARY 14, 2020

But the development and execution of a successful CX strategy can present serious organizational challenges. The first step in any successful project is choosing the right team—you need to identify hard-working employees who possess the skills and authority to plan and execute your CX strategy. . Choose the right metrics.

Customer Experience 52

Customer Experience Metrics Upselling Best practices 52

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. You cannot schedule an upsell engagement at a predetermined time in the customer journey. To do this, your business will need to: Show Value Quickly. Leverage Voice of Customer Feedback.

B2B 62

B2B Customer centricity Enterprise Upselling 62

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brad Cleveland is a global expert in customer strategy and managemen t. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Customer Experience Customer centricity 251

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Customer centricity Customer Experience 52

CustomerSuccessBox

DECEMBER 4, 2018

Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. The SaaS customer retention best practices below will help you understand the needs of your customers so that you can act proactively and maximize renewals. Customer Retention Best Practices.

Customer retention 40

Customer retention Best practices SaaS Metrics 40

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. Learn more about the role of customer success in your organization in this webinar.

Customer Support 70

Customer Support First call resolution Upselling Customer Service 70

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. A low renewal rate creates a leaky revenue bucket that prevents significant revenue growth.

Metrics 89

Metrics SaaS Accountability Customer centricity 89

Babelforce

FEBRUARY 15, 2022

Doing so every month will provide a good idea of how the metric changes over time. Revenue per call is a useful call center metric for calculating revenue generation. Use the metric to discover star reps. Here are some strategies you can use: Upselling and cross-selling. How to use revenue per call.

Contact Center 52

Contact Center Upselling Metrics Call Center 52