ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

ClearAction

FEBRUARY 27, 2016

It’s all about connecting: goals, people, metrics, processes, and data. Context is the mantra for making something strategic. When everyone sees a clear connection between what you’re doing and what the enterprise wants to become you’ll be viewed as adding strategic value. Connect Metrics.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. Value; Prove quantitative and strategic value delivered. So why obsess over data and strive for maturity? CSM in charge.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Foster a culture of metrics-driven performance in the Customer Success team.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

CSM Practice

OCTOBER 7, 2019

We start by optimizing strategies for customer success , then we identify opportunities to use technology to ensure our clients have visibility to see what processes work. Other criteria could include the number of licenses, geo-location, strategic value, service package, etc. Staffing Model.

Accountability 40

Accountability Strategic Value Consulting Consulting 40

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49