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 B2B SaaS 75

aircall

MAY 28, 2021

With best practices for text messaging, your customer-facing teams will provide better service, while your sales and marketing teams can better interact with leads on a more personalized scale to more efficiently close deals. Why Use Text Messaging Best Practices. SMS Marketing: Text Messaging Marketing Best Practices.

Best practices 62

Best practices Sales Wireless Marketing 62

Totango

JUNE 23, 2020

Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. To get to the “net” part of the metric, subtract the percentage of detractors from the percentage of promoters — the score will range between -100 and 100. 6 Best Practices for Your CS Team.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Totango

FEBRUARY 9, 2024

Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. That’s why it is important to understand and track both gross retention and net retention. What is gross retention? Calculate it!

Upselling 108

Upselling Metrics Enterprise Best practices 108

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.

Best practices 40

Best practices Metrics Upselling SaaS 40

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? Best practices to better engage your investors and board.

Metrics 98

Metrics Consulting Consulting Best practices 98

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core . Accounts with 95%+ licenses consumed.

Upselling 111

Upselling Enterprise Accountability Metrics 111

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. . Upsell, cross-sell, referrals. The best sales training programs will help your salespeople increase sales. What Is Sales Team Training? Storytelling.

Best practices 62

Best practices Sales Call Center Coaching 62

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. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics Upselling SaaS Accountability 52

aircall

JANUARY 29, 2021

Upselling and cross-selling . The benefit of a cloud-based phone system is that it gives you dashboard analytics that you can use to establish metrics and KPIs to objectively measure a call center agent’s performance. . The post Call Center Training: Best Practices for Support Agent Training appeared first on Aircall Blog.

Best practices 62

Best practices Call Center call center software Morale 62

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 Upselling SaaS 52

ChurnZero

OCTOBER 28, 2022

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. The post Which Customer Success best practices should you keep or let go in 2023?

Best practices 52

Best practices Chief Customer Officer Sales 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. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Accountability 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. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Accountability 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.

Best practices 40

Best practices Customer retention SaaS Metrics 40

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

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

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 Analytics Sales 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

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.

SaaS 79

SaaS Metrics Accountability Education 79

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. The post A Simple Guide to Renewal Rate Metric appeared first on CSM Practice.

Metrics 89

Metrics SaaS Accountability Upselling 89

Education Services Group

OCTOBER 31, 2023

Streamlined Support : Keep me in the know with real-time support metrics and ticket details. Processes and Best Practices : Guiding Lights : Illuminate my path with Customer Success best practices. I crave to immerse myself in my customers’ stories. Simplify reporting so I can quickly focus on my accounts.

Best practices 52

Best practices Finance Upselling Customer retention 52

ClientSuccess

MARCH 8, 2018

But be aware that although this data is a important, it’s not always the holy grail of metrics. Often times these meetings can lead to upsell opportunities or new customer advocates, just as they frequently lead to product updates or new feature discussions. Customer Success as a Culture: Customer Success Leaders Edition.

Best practices 40

Best practices Feedback Upselling SaaS 40

Totango

MAY 10, 2022

Trials of upsell products. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

JustCall

DECEMBER 2, 2022

Upselling and Cross-selling. That is their primary function, but they also seize opportunities to upsell and cross-sell. Inbound Call Center Best Practices. Now that you’re aware of the ways in which an inbound call center can boost your business revenue, here are some best practices to consider.

Call Center 52

Call Center Upselling Average Handle Time Abandon Call 52

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. First, we’ll examine what a SaaS QBR is and why they’ve become so important.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

Totango

SEPTEMBER 20, 2022

Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Offering customized upsells geared toward customer needs and product usage patterns.

B2B 82

B2B SaaS Education Brand ambassadors 82

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.

First call resolution 70

First call resolution Best practices Upselling Education 70

CSM Magazine

DECEMBER 13, 2023

Here are some of call center security’s best practices that you can use: Invest in systems and tools to monitor and analyze customer interactions in real-time. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

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.

Upselling 52

Upselling Contact Center Metrics Coaching 52

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. A highly engaged customer may be in the market for an upsell offer. By helping decrease churn and increase upsells, product engagement tracking promotes higher revenue. How Do You Measure Product Engagement?

Management 62

Management Upselling Metrics Accountability 62

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer success metrics you should track. We go in deeper depth about customer success metrics in this article. Metrics for success that are more advanced.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

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 Best practices Customer centricity 52

Totango

FEBRUARY 9, 2022

A best practices renewal automation strategy, however, goes well beyond this minimum to ensure renewals. In a best practices approach, your company systematically maps out the renewal process as part of the customer lifecycle. Following best practices to automate retention can optimize renewal rates.

Customer retention 93

Customer retention SaaS Best practices Upselling 93

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. NRR is the most widely used customer success metric. It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d).

Upselling 52

Upselling SaaS Metrics Accountability 52

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. Celebrate successes and share best practices to inspire and motivate others.

Morale 52

Morale Customer centricity Upselling Feedback 52

ChurnZero

DECEMBER 9, 2020

With their consulting expertise they have a lot of advice to offer on how to improve metrics and accomplish your ultimate goal of reducing churn and increased retention. Recommended read: Increase Customer Success with Equivalent Metrics. Recommended Read: 5 SaaS Onboarding Best Practices to Ensure Your Customers’ Success.

Consulting 98

Consulting Consulting Best practices Upselling 98