ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Building a personal investment in your product can excite customers.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

Babelforce

FEBRUARY 16, 2021

How to calculate Customer Lifetime Value. Use the equation illustrated below to calculate your Customer Lifetime Value: Why it matters to know your CLV. Top management often likes to know the profitability of a company in the future, but at a moment’s notice. The first metric that tells all is Customer Lifetime Value.

Upselling 52

Upselling Customer retention Customer effort Metrics 52

ClientSuccess

FEBRUARY 8, 2023

Logo retention rat e: the opposite metric from logo churn rate, this number measures the percentage of customers that renew or retain their business with your organization in a given timeframe. Product adoption : this metric tracks how many users at a specific customer are using the product or service.

Metrics 75

Metrics Upselling B2B SaaS 75

ChurnZero

SEPTEMBER 16, 2021

Stage in the customer lifecycle journey — how recently did they sign up for a subscription? Level of engagement with your customer success management (CSM) or other customer support interactions. Customer Effort Score (CES) — how much effort is your customer putting into solving an issue they might be having?

Customer retention 52

Customer retention SaaS Education Feedback 52

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

The questions below will help you define the scope of your customer journey analytics project: Will the project be confined to a single team, such as customer experience or marketing, or will other business functions use the platform? Is your organization already aware of specific pain points and friction in your customers’ journeys?

Analytics 43

Analytics Metrics Government Journey mapping 43