ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

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Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Ask for feedback – and take this into account. .

Best practices 64

Best practices Metrics Feedback SaaS 64

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. Gathering Critical Data and Metrics for Better Decision Making.

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SaaS Finance Metrics Upselling 74

SmartKarrot

JULY 16, 2020

Hence, SaaS companies need to be proactive about user retention if they want to build a loyal customer base. In this blog, we are going to delve into the reasons why retention is a critical step, some of the best metrics to use to calculate the retention. Key Retention Metrics. Let’s get started. Why Retention is Critical.

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SaaS Metrics Customer retention Upselling 10

Cisco - Contact Center

AUGUST 3, 2020

It provided all the right metrics to report to the management team.”. In January, we introduced Webex Experience Management (formerly CloudCherry), our next-generation AI-powered customer experience management SaaS. Read the Webex Contact Center ebook to learn more. Digital Transformation and Artificial Intelligence.

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Contact Center Technology contact center solutions Virtual Agent 124

ClientSuccess

JANUARY 8, 2019

Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) All customer success teams track some sort of satisfaction score, whether through the Net Promoter Score (NPS) or surveys. In the end, however, declining satisfaction metrics are what should stand out the most. are Declining.

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Metrics Accountability SaaS Surveys 58

ChurnZero

DECEMBER 28, 2018

This post breaks down everything you would ever want to know about Net Promoter Score (NPS) from, how to calculate loyalty, why the score matters, and the characteristics of each of the three categories of survey respondents. Customer Success Metrics that Matter. 5 Questions to Kickstart Your Customer On-Boarding. ChurnZero Resource.

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Best practices Metrics SaaS Sales 49

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

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Metrics Surveys Brand ambassadors Benchmark 106

ClientSuccess

OCTOBER 5, 2017

Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. CSMs no longer have to rely on telephone calls, paper surveys, or even tedious spreadsheets that house account information. Today’s SaaS industry, more than ever before, is changing into a remote world. Competency.

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SaaS Best practices Accountability Technology 41

ClientSuccess

APRIL 25, 2018

SaaS as a business thrives on collecting data – in which Marketing, Sales, and Customer Success are each involved – on customers. Whether it’s usage metrics or general client information, data makes our world go round and enables us to better serve customers. Have a live conversation [post survey] concerning the results and next steps.

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Best practices SaaS Sales Surveys 42

Influitive

JUNE 14, 2016

Joe is chatting with Jane over dinner about a scathing review he read on G2 Crowd that panned the exact SaaS his company was on the cusp of implementing. What sets this new era in marketing apart from the “modern” is an earth-rumbling shift away from mass-reach metrics and click-this-to-do/get-that strategies.

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Marketing SaaS Consulting Consulting 60

ClientSuccess

JUNE 27, 2018

Run a Survey or Ask For Feedback. Take advantage of the summer slow season by running a survey or asking for feedback from various different users, from executives to end users. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Customer Success as a Culture: Customer Success Leaders Edition.

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Best practices Entertainment SaaS Surveys 40

ClientSuccess

AUGUST 30, 2018

Highly evolved customer success teams know client success is more than just surveys,” Carine said. Ultimate Guide to SaaS Customer Success Metrics. Bring the best parts of personal service over to your professional team to ensure your customers feel special. .

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SaaS Best practices Personalization Metrics 40

NobelBiz

MAY 16, 2023

Following a survey of 302 call centers around the world, Aberdeen concluded that almost two-thirds of contact centers currently use an on-premises model for their contact center technology infrastructure. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations.

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Contact Center Customer Service Interactive Voice Response contact center solutions 52

ClientSuccess

NOVEMBER 3, 2017

15Five is a complete performance management solution that delivers a full suite of integrated tools – including continuous employee feedback, Objectives (OKRs), pulse surveys, peer recognition, and one-on-one meeting agendas. Ultimate Guide to SaaS Customer Success Metrics. Join the CSM from the Trenches Community.

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Best practices SaaS Employee engagement Metrics 44

ClientSuccess

JANUARY 5, 2018

Two Popular Examples of SaaS Onboarding Engagement Models: High Touch Onboarding: This model involves plenty of 1:1 interactions between a customer and a brand. This can be simple feedback, such as through an online survey or questionnaire, or a detailed sit-down interview. Ultimate Guide to SaaS Customer Success Metrics.

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Journey mapping SaaS Feedback Sales 40

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Outbound call center metrics: Outbound Calls per Day. Download Ebook.

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Call Center Metrics Abandon rate Management 52

ChurnZero

MARCH 20, 2020

Peppered with nuance, the recipe for the perfect ratio of technical, subject matter, and relationship expertise is not as cut and dried or easily transferable across SaaS as hiring managers may hope. Download this eBook to learn how to sell CS software internally, along with argument positions for each individual executive.

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Customer centricity SaaS Finance Scripts 52

NobelBiz

MAY 16, 2023

Following a survey of 302 call centers around the world, Aberdeen concluded that almost two-thirds of contact centers currently use an on-premises model for their contact center technology infrastructure. A hosted contact center is a software-as-a-service (SaaS) solution that allows you to outsource your call center operations.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. Track and Analyze Your Churn Metrics. Metrics you could track include: Customer usage behaviors — when do your customers log on, and for how long?

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Customer retention SaaS Education Feedback 52

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. Why should CSMs track product metrics?

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SaaS Metrics Surveys Feedback 52

ChurnZero

AUGUST 28, 2020

SaaS onboarding makes or breaks your customer retention. To hear exactly what the experts had to say on how to crush onboarding, download the full eBook. Recruit cross-functional team members to review customer feedback, map internal workflows, and define responsibilities and metrics. That’s a mistake.).

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SaaS Journey mapping Metrics Sales 59

ClientSuccess

AUGUST 27, 2019

Something that’s worked well for me is surveying customers my company has had over the past year to ask them what was important in terms of being successful. Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success.

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Feedback Sales Metrics SaaS 40

ClientSuccess

AUGUST 23, 2022

you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. How to use Customer Effort Score with your other customer success metrics.

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Customer effort Metrics SaaS Surveys 79

ClientSuccess

OCTOBER 25, 2021

For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Key metrics to track to measure Customer Engagement include: Total number of high-value engagement in past 15/30/45/60 days.

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Metrics Upselling SaaS Education 64

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. 6 Customer Success Health Scoring Metrics. Hot Topic—Customer Health Scoring.

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Metrics SaaS Accountability Customer advocacy 53

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). For a SaaS company, your customers ultimately speak with their feet and their wallet in the form of renewals.

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SaaS Accountability Customer effort Metrics 55

ClientSuccess

JULY 11, 2017

As SaaS organizations of any size can attest to, winning new clients is only half the battle. For SaaS companies, it’s foundational that every single department feel dedicated to creating a culture of customer success. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

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SaaS Finance Feedback Metrics 40

ClientSuccess

MAY 8, 2017

And, like most industries, every single SaaS company is different. A SaaS-focused CSM will help a customer get implemented or activated on their new platform or product, train individual departments to ensure long-term success, and then work with them through any immediate issues that arise. Health Score. Satisfaction (CSAT).

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Upselling SaaS Metrics Accountability 42

ClientSuccess

MARCH 27, 2017

In past posts, we’ve explored different models of how to set up teams , what metrics to use when measuring retention and churn, how to align the department with other teams, and even how to onboard customers to a product. The health score of a customer account is one of the most important metrics to consider. Product Usage = Value.

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Metrics Accountability B2B SaaS 46