ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

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

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. And with customer success metrics, you can measure whether your efforts are working. Customer Success Metrics Lead to Action. Adoption Metrics: Measuring the customer’s use of the product. Business Metrics.

Metrics 72

Metrics Upselling Accountability Enterprise 72

Infinity

MAY 9, 2022

Metrics are the most effective way of monitoring and measuring the performance of your contact centres. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. How can call centres improve metrics? What are the call centre metrics that need to be tracked?

Metrics 52

Metrics Abandon rate Average Handle Time Analytics 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?

Metrics 96

Metrics Customer Service Interactive Voice Response Customer retention 96

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 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 SaaS Customer retention Accountability 52

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

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. Each metric compares the amount of the variable that was renewed against the maximum amount that could have been renewed. A low renewal rate creates a leaky revenue bucket that prevents significant revenue growth.

Metrics 89

Metrics SaaS Accountability Upselling 89

Totango

AUGUST 25, 2022

It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Extend upsell offers or referral incentives to customers with high satisfaction ratings. The key metric here is churn. The same applies to CLTV. Higher CLTV means lower churn.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics.

Metrics 79

Metrics Customer Service Surveys Self service 79

Education Services Group

OCTOBER 22, 2019

There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your marketing department. Aside from you, no one else knows your customers like your marketing team does. Talk About Key Metrics.

Marketing 49

Marketing Education Upselling Customer advocacy 49

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Here’s why. Value is very hard to measure. NPS is not the answer.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Here’s why. Value is very hard to measure. NPS is not the answer.

Upselling 97

Upselling Metrics SaaS Sales 97

ChurnZero

JANUARY 20, 2021

For Clearbit Chief Marketing Officer, Matt Sornson, redefining how his SaaS business views success was important in creating growth. Clearbit, a B2B tool that personalizes customer interactions, initially focused on top-line revenue as a key metric. This is called upselling. Who are your most successful customers?

SaaS 98

SaaS Upselling B2B Metrics 98

ClientSuccess

APRIL 30, 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 financial metrics. Customer Success Financial Metrics.

SaaS 46

SaaS Metrics Upselling Customer retention 46

ClientSuccess

NOVEMBER 26, 2018

We’ll just come out and say it: customer marketing conversations and campaigns aren’t always the smoothest for customer success teams, nor do they tend to foster winning retention statistics. Customer marketing if done right can have a positive impact on retention. Make it less about the ‘marketing’ and more about the ‘customer’.

Marketing 56

Marketing Upselling SaaS Customer retention 56

TeamSupport

JUNE 29, 2023

They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them. These expectations can be based on previous experiences with your company, recommendations from friends and family, marketing campaigns, and the perceived value of your product or service.

Upselling 97

Upselling Metrics Chatbots Customer Support 97

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. Look for software that easily integrates with your CRM system, marketing tools, analytics platforms, and any other relevant applications. This integration ensures a unified approach to customer interactions and prevents information silos.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

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. Whether that be to peers, family, or friends, word-of-mouth marketing is unmatched in its effectiveness. Why is Customer Loyalty Important? Plain and simple.

Upselling 83

Upselling Metrics Surveys Marketing 83

ThriveableBiz

NOVEMBER 13, 2023

Building Trust with Customers when Gathering Insights - It comes down to relationships in marketing. And for your insights program to be an effective marketing touchpoint, customers must feel respected and safe, as in any relationship. Its very easy for a marketer to be immersed in data. Billy Joel called it “A Matter of Trust”.

Marketing 52

Marketing Upselling Metrics Surveys 52

OctopusTech

JUNE 29, 2023

Their operators reach out to existing and potential customers and play an essential role in marketing, sales, customer service, lead generation, and more. Performing sales and telemarketing Outbound contact centers are an essential element in getting leads, driving sales, and conducting market research.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. A customer-centric product roadmap meets the needs of today’s digital-driven SaaS market. When upgrading your product, marketing considerations also come into play.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. Become a valuable storyteller. Become a valuable storyteller. Focus on customer interaction.

Marketing 79

Marketing B2B B2C Upselling 79

ChurnZero

DECEMBER 17, 2021

It’s a cost-effective marketing tool but one that can require precision and nuance in its execution. . 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. Sort Customers Into Cohorts.

Management 98

Management Upselling SaaS Education 98

Totango

MAY 17, 2021

Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. A highly engaged customer may be in the market for an upsell offer. By helping decrease churn and increase upsells, product engagement tracking promotes higher revenue. How Do You Measure Product Engagement?

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 includes the initial contract, of course, and any upsells, expansions, and renewals that may occur. eBook: Ultimate Guide to Customer Success Metrics.

Upselling 59

Upselling Metrics Accountability Sales 59

CustomerSuccessBox

JUNE 24, 2022

Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. If you’re tired of watching the constant value of that metric without any growth, then probably it’s high time you should start thinking about it. Customer Success is a core growth driver.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

AUGUST 9, 2022

This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. Ideal profile fit: such as using a scoring system to rate marketing and sales prospects based on an inclination to buy. Customer needs and wants.

Best practices 99

Best practices B2B Journey mapping Upselling 99

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 Magazine

DECEMBER 6, 2023

For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Say you run a digital marketing agency that serves SaaS companies. Greater Potential for Upselling Effective customer success training programs can also lead to greater upselling potential.

Upselling 52

Upselling SaaS Advertising Marketing 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Real Blue Sky

NOVEMBER 21, 2023

But the benefits of retention extend beyond mere savings; loyal customers tend to buy more over time and can become advocates for your brand, effectively becoming a self-sustaining marketing channel. The goal is to create a customer experience so positive that it becomes a key differentiator in a crowded market.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

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.

Journey mapping 98

Journey mapping Metrics Customer retention Upselling 98