ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

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SaaS Metrics Accountability industry standards 59

PeopleMetrics

NOVEMBER 13, 2015

Sales or Customer Experience? Through the lens of his personal experience, the ex-employee asked : “If REI is focused on customer experience and a co-op style of business, why are employees only being measured by membership sales?”. And what metrics will enable that support? Improving Customer Experience through Measurement.

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Sales Customer Experience Metrics Consulting 79

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. For example, an operations resource on a sales team will often be the go-to person for building workflows and creating processes within a CRM. .

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SaaS Metrics CRM Sales 68

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. Product managers are able to communicate the changes effectively both inside and outside of the organization.

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Metrics Customer Service Airlines Contact Center 48

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. Performance Management Activity trackers are popular with consumers of all ages. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Were any marketing initiatives discussed during the sales process? eBook: Ultimate Guide to Customer Success Metrics. Ready to Learn More?

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Upselling Metrics Accountability Sales 59

ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. are managed in some part by CSMs. Ready to get started?

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ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. eBook: Implementing Customer Success.

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Customer centricity Accountability Metrics Sales 104

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. eBook: 5 Ways To Surprise & Delight Your Customers. Are NPS scores taking a dip?

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. Track onboarding metrics , and then use these to inform your own customers’ onboarding process. eBook: How to Build and Scale a Customer Success Team. Webinar: Customer Success SaaS Metrics. . First of all, congratulations!

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SaaS Accountability Metrics Sales 105

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

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Accountability Management Upselling SaaS 47

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.

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Metrics SaaS Best practices Accountability 41

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Metrics 40

Metrics SaaS Sales Marketing 40

ChurnZero

JANUARY 10, 2022

You’ll be able to put together much more efficient internal workflows and define responsibilities and metrics. One cross-functional relationship that absolutely cannot be ignored when it comes to SaaS customer onboarding is the relationship between Sales and Customer Success. This is something that your Sales team can help you with.

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Best practices SaaS Metrics Sales 98

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. Highlight key wins, metrics, and data that showcase how your platform has helped the customer reach their strategic goals.

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Accountability Upselling Metrics Sales 74

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Successful onboarding: Although a customer relationship technically begins during the sales stage, there is no understating just how important onboarding is to the long-term success of a customer.

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Metrics SaaS Accountability Sales 72

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

Playvox

APRIL 21, 2023

Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team. With digital workforce management , workforce managers can get out of spreadsheets and into higher-value work.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before.

SaaS 81

SaaS Accountability Metrics Sales 81

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.

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Upselling Accountability SaaS Metrics 52

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.

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Sales Upselling Best practices SaaS 40

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. In order to deliver the best customer experience possible, customer success managers and leaders should develop the following critical skills: Problem Solving and Resolution. There are always challenges during the customer lifecycle.

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Management SaaS Coaching Accountability 58

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. Rely on metrics to gauge success. . Stay organized. .

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Best practices Metrics Feedback SaaS 65

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. What Is Customer Lifecycle Management? The Customer Lifecycle Begins The Moment a Sales Is Closed.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. Rely on metrics to gauge success. . Stay organized. .

Best practices 64

Best practices Metrics Feedback SaaS 64

Comm100

DECEMBER 19, 2017

Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Customer Experience 116

Customer Experience Morale Journey mapping Customer centricity 116

ClientSuccess

APRIL 28, 2021

While the sales handoff, implementation, and onboarding stages of a customer relationship are all very hands on and require a significant amount of communication, the ongoing maintenance, management, and growth stages can be a little trickier. . Track your product usage metrics accordingly. .

Upselling 64

Upselling SaaS Metrics Accountability 64

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.

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SaaS Coaching Metrics Sales 74

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Relevant Industries.

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Accountability Management B2C Upselling 40

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? 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. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

Noble Systems

JUNE 30, 2020

According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. The results can also be used to impact sales and marketing initiatives and highlight any operational issues in the contact center.

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Analytics Contact Center Call Center Scripts 98

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. But, as a contact center manager, the stakes of your own role are high. Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. A Good Coach.

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Call Center Coaching Management Contact Center 84

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.

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Journey mapping SaaS Metrics Accountability 49

JivoChat

NOVEMBER 9, 2021

For example, when they fill a form to download an ebook, sign up for your newsletter, or when they send you a direct message. Now that you understand the importance of a fast lead response time and how it can affect your sales rates, the question remains: how long should it take to get in contact with a lead?

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Advertising Sales Marketing Personalization 52

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. The activities in this eBook can be great training materials to improve customer service or morale in your team. Act to improve the change further. Identifying Goals.

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Customer Experience Metrics Morale Feedback 92

CSM Magazine

FEBRUARY 6, 2019

With the consumer journey now favouring omnichannel touchpoints, strategies must act on key metrics whilst still lowering the cost of every interaction. Enter call tracking – which bridges the gap between sales calls and advertising spend. So omnichannel tracking is necessary. For example, expensive purchases (e.g.

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Customer Service Enterprise Sales Metrics 51

ClientSuccess

OCTOBER 10, 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. We’ve compiled a list of 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers. Let’s get started! By the way, Dyson?

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