Totango

FEBRUARY 9, 2024

Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. That’s why it is important to understand and track both gross retention and net retention. What is gross retention?

Upselling 108

Upselling Metrics Enterprise Best practices 108

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. Customer success owns a large portion of that metric.

SaaS 98

SaaS Metrics Customer retention Upselling 98

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. The 6 Key Areas of Customer Success Metrics. There are six key areas of the customer experience that can be accurately measured using customer success metrics.

Metrics 62

Metrics Enterprise Feedback Upselling 62

ChurnZero

DECEMBER 17, 2021

In the SaaS industry, Customer Success upsell and cross-sell opportunities are commonly incorporated into expansion management. Churn rate is a major metric for SaaS companies to keep an eye on. How to Identify a Customer Expansion Opportunity. Any Customer Success upsell or cross-sell offer must be timed perfectly.

Management 98

Management Upselling SaaS Education 98

Lumoa

SEPTEMBER 8, 2020

With that in mind, in this article, we cover why customer loyalty is important, along with a few metrics you can track to better understand your customer’s loyalty. Measuring Customer Loyalty with Metrics There are a number of different ways you can measure customer loyalty. The same is true with your metrics. Plain and simple.

Upselling 83

Upselling Metrics Surveys Marketing 83

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Because how you share information with investors matters. This is a skill that every influential, self-aware leader knows how to do. A huge part of how customer success collects intel and feedback from customers is by talking with them. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. all the metrics your CEO and CFO care about) and set the context for their usage. all the metrics your CEO and CFO care about) and set the context for their usage.

SaaS 98

SaaS Metrics Enterprise Surveys 98

TechSee

MAY 18, 2022

Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time. How Are Occupancy and Utilization Related? How to Calculate Contact Center Occupancy Rate. Why is Occupancy Metric Important?

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. Here we’ll cover what product engagement is, why you need to manage it, how to measure it and how to automate engagement tracking and management. A highly engaged customer may be in the market for an upsell offer.

Management 62

Management Upselling Metrics Accountability 62

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. This number is also used to determine ARR (annual recurring revenue), which shows how much revenue will come in each year from this initial contract. .

Upselling 59

Upselling Metrics Accountability Sales 59

ChurnZero

JULY 14, 2021

This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts on retaining your customers with the strongest lifetime value. Customer Success Around the Web.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. NRR is the most widely used customer success metric. It is as follows: Your monthly recurring revenue of the month (a) Revenue through upsells and cross-sells (b) Revenue lost due to downgrades (c) Churned Revenue (d).

Upselling 52

Upselling SaaS Metrics Accountability 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics Upselling SaaS Accountability 52

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Learn how to measure value realization. With no set formula, it takes work to define and understand how to measure value realization. Setting value realization metrics.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

Education Services Group

JANUARY 18, 2022

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. Now, there’s much debate about how to really measure Customer Success performance. Renewal rates?

Metrics 52

Metrics Upselling Analytics Sales 52

Fonolo

MARCH 28, 2023

If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. They’ll also track contact center metrics like net promoter score, customer satisfaction score , and customer effort score to understand customers’ needs and identify ways to improve CX.

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Customer Experience Management Contact Center Call Center 81

ChurnZero

JUNE 15, 2021

In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. The Different Types of Retention Metrics. Logo retention is the simplest and represents how many customers you retained over a set period.

Metrics 59

Metrics SaaS Upselling Surveys 59

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. How to track sales quota?

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use. How to track sales quota?

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MARCH 13, 2020

If you want your brand, product or service to outshine your competitors in the market, make sure you track the right set of customer service metrics. But are you confident about the customer service metrics that you are tracking? Are you sure you have the right set of KPI metrics to bring the customer success you have dreamt of?

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Metrics Customer Service Interactive Voice Response Customer retention 96

JustCall

JULY 23, 2020

In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance. But, weighing every other metric under the sun means you're in for a waste of your precious time.

Sales 52

Sales Metrics Upselling Benchmark 52

CustomerSuccessBox

MAY 9, 2022

The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer success metrics you should track. We go in deeper depth about customer success metrics in this article. Metrics for success that are more advanced.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

Education Services Group

NOVEMBER 22, 2021

How, exactly, do you do that? How to choose your customer health model. Key metrics to Include in a customer health score. This will help you determine the correct metrics, weighting, and more. 1. For many businesses, this will define some of the most important metrics incorporated into their model.

Upselling 52

Upselling Metrics Enterprise Feedback 52

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. First , actively monitoring your CRR provides you with an objective metric to measure the effectiveness of your customer retention strategy. How to Improve Your Customer Retention Rate.

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Customer retention Upselling Enterprise Benchmark 85

ClientSuccess

OCTOBER 25, 2022

Highlight key wins, metrics, and data that showcase how your platform has helped the customer reach their strategic goals. Opportunities: How can the customer continue to be successful and expand their strategic opportunities on your platform? Wins: Where has the customer met or even exceeded their goals on your platform?

Accountability 74

Accountability Upselling Metrics Sales 74

JustCall

OCTOBER 15, 2023

Subjectivity in Performance Assessment You need to set metrics to evaluate the performance of your agents. You also need to consistently measure your agent’s performance against these set metrics. Objective metrics, derived from actual calls, give a clear, unbiased view, ensuring feedback is fair and actionable.

Coaching 52

Coaching Metrics Feedback Upselling 52

Totango

JANUARY 31, 2019

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. The metrics are: Monitoring usage frequency.

SaaS 79

SaaS Metrics Accountability Education 79

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

JustCall

OCTOBER 19, 2023

About 80% of customer organizations use customer satisfaction (CSAT) as a metric to gauge customer experience. They provide a great opportunity to cross-sell and upsell as well. Seizing Opportunities After a call ends, agents can tag it with “upsell” or “cross-sell” keywords. Inefficient routing leads to annoyed customers.

Call Center 52

Call Center Upselling CRM Best practices 52

Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

CSM Practice

FEBRUARY 24, 2020

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 Financial Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. How to Calculate Renewal Rate? Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. How To Increase Your Renewal Rate.

Metrics 89

Metrics SaaS Accountability Upselling 89