Three Letter Acronyms – Metrics

Education Services Group

Instead, I want to do some level setting on some specific metrics and flaws I see in the industry. DAU (Daily Active Users): If your SaaS offering doesn’t require daily logins for value to be obtained, be cautious how you use this metric. Truly the king of CS metrics. The Reason.

How we got here: why Customer Success and customer education are coming together now

ChurnZero

These are just two data points that underscore the importance of the customer experience and one of the major forcing factors bringing Customer Success and customer education teams together. Instead, Customer Success and customer education operated in siloes — if they existed at all.

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Where Does Education Fit into the Customer Lifecycle?

Education Services Group

Ignoring the impact of education on Customer Success simply isn’t an option. When Customer Success (CS) and Education Services (ES) teams are successfully aligned, product usage rates go up, and churn rates go down. Education within the customer lifecycle.

5 must have tools in Education tech stack for 2020

JustCall

With 2020 opening up, the education industry is all set to witness more advancements. An efficient education tech stack during such times is a priority. The education industry although participating in technology-oriented growth is still a less explored sector in terms of tech research.

Customer Usage Metrics That Matter

CSM Practice

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.

Scenario Based NPS — Metrics Part 2

Education Services Group

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. Stop thinking about NPS as a metric. Viewing NPS as another CX metric to track muddies the potential impact it can have on your organization.

How to set baseline SaaS onboarding metrics

ChurnZero

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. You need to have informed metrics.

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Using Customer Satisfaction Metrics: NPS Best Practices

Totango

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. .

Interaction Metrics Launches a Brand Overhaul

InteractionMetrics

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics research methods and workshops are the most scientific, yet cost-effective in the Customer Experience industry. No more useless data!

CSM Team Performance Metrics That Matter

CSM Practice

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.

Education, Education, Education – the real need for developing Customer Experience learning

ijgolding

I am not going to bore you with a list of everything that has struck me over the last 12 months, but I am going to focus on one thing in particular that has stood out for me – and that thing is best summed up by the word ‘education’! One dictionary definition of ‘education’ is as follows: A body of knowledge acquired while being educated. Continuing education is and should be for everyone – from top to bottom.

Net Revenue Retention: The New King of CS Metrics

Education Services Group

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?

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked. Post-call work time isn’t a stand-alone metric; it affects many other KPIs.

Rants of a Customer Success Analyst: Bungee Jumping and the Adoption Leap

Education Services Group

The Reason. The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose.

The Top 5 Product Usage Metrics for Customer Success Teams

Totango

Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. Product usage metrics tell you how your customer is currently using your service so you can tell them how to make even better use of it in the future. 5 Product Usage Metrics to Track. Metrics prove most useful when they not only track key performance indicators, but also lead to action.

Rants of a Customer Success Analyst: That’s a Wrap…. For Now

Education Services Group

The importance of taking the time to level-set and define the three letter acronyms and metrics that are critical to meeting your business objectives. The dangers and risks of using NPS as a scenario-based metric rather than using it to identify champions and advocates of your brand.

The 4 ‘Marketing’ Metrics that Measure Customer Engagement

Education Services Group

Marketers regularly rely on email metrics because that data tells them who is ready to move down the funnel, and maybe even talk to a salesperson. Email metrics serve as customer engagement metrics, which are incredibly powerful predictors of churn.

Customer Usage Metrics That Matter

CSM Practice

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 Usage Metrics That Matter

CSM Practice

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 Health Metrics That Matter

CSM Practice

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. You can follow the links above for each metric category.

Customer Health Metrics That Matter

CSM Practice

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. You can follow the links above for each metric category.

Top 10 Product-Led Growth Metrics

SmartKarrot

Product-led growth metrics help teams like marketing, sales, customer success, and product engineering understand customers better. Product-led growth metrics offer a reporting system to help all teams navigate towards the same core. These metrics help you create a strategy to succeed.

SaaS Customer Engagement Metrics That Can’t Be Ignored

Totango

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. There are four key SaaS customer engagement metrics that will give you insight into how your customer is using your product. The metrics are: Monitoring usage frequency.

Are You Measuring the Right CX Metrics? [Slideshare]

Fonolo

Research has shown that many contact centers are focusing on internal metrics only and, as a result, they are losing valuable insights into their CX programs. Learn the Top CX Metrics for Improving Your Contact Center. We’ll talk about: The Top CX Metrics. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience. Is your immediate response, yes? Well, think again.

The Most Important Customer Success Metrics to Track and How to Improve Them

Totango

Customer success metrics are used to discover what kind of customer experience you are really delivering. This means constantly nurturing and educating the customer, fitting your business approach to their specific needs. And with customer success metrics, you can measure whether your efforts are working. Customer Success Metrics Lead to Action. There are three critical areas of the customer experience that can be accurately measured using customer success metrics.

A solid Customer Education Program to supercharge your customer success

CustomerSuccessBox

A company’s customer education program is a tool that teaches customers how to use their new items. Customer education is critical for boosting customer adoption since it educates customers on how to complete tasks independently and efficiently.

What Are the Top CX Metrics for Improving Your Contact Center? [Webinar]

Fonolo

There is much debate around what the right metrics are for measuring a customer’s experience when using single or multiple contact channels to resolve an inquiry or problem. Unfortunately, research has shown that many contact centers are focusing on internal metrics only and, as a result, they are losing valuable insights into their CX programs. Are You Measuring the Right CX Metrics? CX metrics are critical to any industry running a contact center.

Top 5 onboarding metrics to track customer onboarding

SmartKarrot

Hence, onboarding metrics help you gauge if your customers are able to attain those results or not. Using the customer onboarding metrics is crucial because only through this you can measure the efficiency of your onboarding process and identify the areas that need improvements. Source.

Customer Success Team Performance Metrics That Matter

CSM Practice

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 Success Team Performance Metrics That Matter

CSM Practice

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.

Rants of a Customer Success Analyst: Data-Driven Decisions & Decisions to Drive Data

Education Services Group

We can drive the cross-functional conversations necessary to enable or add fields, define company-wide metrics, and collaborate to establish governance policies where they don’t exist before. The Reason.

Customer Education: The Secret to Scale in Customer Success

ChurnZero

Earlier this week we hosted a well-attended webinar on – Customer Education: The Secret to Scale in Customer Success. . In this webinar we learned how to scale your Customer Success efforts and sustain Customer Lifetime Value while increasing brand value and decreasing Support costs through Customer Education. . Topics discussed included: How Customer Education scales a Customer Success team. Which components to include in your Customer Education program.

Customer Success Metrics

Amity

Tracking the proper metrics is essential in understanding how your business is performing. There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post). One last word on best practices around customer success metrics.

Product Engagement Score: A More Accurate Predictor of Churn than NPS?

Education Services Group

There’s a new kid on the block of customer metrics, and it might be one of the most accurate individual predictors of churn we can find. What is this incredible metric, you ask? It’s a very handy metric to quantify something that is incredibly critical but elusive to measure.

5 Questions to Ask When Making the Choice – Customer Journey Map or Touchpoint Map?

Education Services Group

TSIA believes that there is a correlation between positive Net Promoter Score (NPS) metrics and customer journey mapping at the beginning of onboarding. In this case, knowing your most important data and metrics can get you on the right track.

A Day in the Life of a CSM

Education Services Group

The Customer Success Managers: The Customer Success Manager (CSM): Acts as the primary point of contact for businesses selling professional training and continuing education accreditation courses on behalf of a Customer Learning Management (CLM) platform provider.

How to Survey for More Metrics in Zendesk

Nicereply

Each of these metrics asks a different question and aims to address a different part of the experience you provide. Once you know what the issue is, you can use this knowledge to improve your product, educate your agents, or tweak your support process to fix those issues.

The First 3 Things You Need to Start Your Customer Success Center of Excellence

Education Services Group

Business Intelligence (BI) or Data Analysts supporting the CS CoE can use that data to enable leaders in establishing key performance metrics, thus ensuring a focus on measurable outcomes that have the most definitive, provable impacts on customer value and retention.

Incorporating Social Media and Social Listening into your Voice of the Customer (VoC) Strategy

Education Services Group

Marketing can help you understand the social media metrics they already track and how your brand interacts with the community on various platforms. Are your ears burning? They should be! Your customers are talking about you. The real question is, are you listening?

The Top 5 Customer Onboarding Metrics and How to Leverage Them

Totango

By tracking the right customer onboarding metrics and then using that information to guide customer engagements. Creating and Tracking Customer Onboarding Metrics. All your customer onboarding metrics should be created and tracked within a customer success platform. While you can use a customer success platform to generate and track any metric that best fits your enterprise, we recommend beginning with the following measurements: Time to complete onboarding.