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

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Unfortunately, while most companies obsessively track sales and marketing numbers, they completely overlook customer service metrics—and miss out on the insights they can learn about customer service, customer satisfaction, and brand loyalty. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

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

CSM Practice

JUNE 6, 2020

The renewal rate metric also provides a quick overview of customer success team performance before in-depth analysis. A low renewal rate indicates an inability to meet customer needs or deliver value to those that churned. A low renewal rate creates a leaky revenue bucket that prevents significant revenue growth. What is Renewal Rate?

Metrics 89

Metrics SaaS Accountability Upselling 89

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

TeamSupport

JUNE 29, 2023

Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. They present an opportunity to introduce upsells to products, add new features to products, include a subscription plan to further engage them. What’s The Benefit Of Focusing On Customer Satisfaction?

Upselling 97

Upselling Metrics Chatbots Customer Support 97

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

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

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. Several key metrics can help you evaluate the performance of your upgrade efforts.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

GetFeedback

AUGUST 16, 2018

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. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 79

Metrics Customer Service Surveys Self service 79

CSM Magazine

DECEMBER 13, 2023

Not Meeting Customers’ Expectations Meeting customer expectations is crucial for maintaining customer satisfaction and loyalty. Lack of Cross-Sell and Upsell Capabilities This gap involves using strategies that integrate sales opportunities into customer interactions. Recognize and reward exceptional performances.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

ShepHyken

DECEMBER 7, 2023

So, what happens when these two imperatives—customer experience and sustainability—meet? million metric tonnes of e-waste were generated worldwide, and only a meager 17.4% But as CEOs, we’re also tasked with looking at the broader picture. And increasingly, that picture includes sustainability. In 2021, 57.4

Call Center 146

Call Center Transportation Upselling Education 146

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. This can lead to higher turnover rates, decreased productivity, and a negative cycle of poor service.

Morale 52

Morale Customer centricity Upselling Feedback 52

Totango

SEPTEMBER 1, 2022

A Quarterly Business Review (QBR) in SaaS is a periodic meeting scheduled with a client every three months to assess performance and plan strategic adjustments. SaaS QBR meeting agendas[LINK] typically cover: A review of progress toward goals established during previous quarterly business reviews.

SaaS 97

SaaS Journey mapping Upselling Best practices 97

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. Don’t nudge customers toward a cross-sell or upsell when they’ve only just finished their onboarding process. Timing is Everything.

Management 98

Management Upselling SaaS Education 98

Voxjar

MARCH 10, 2020

Not to mention that you’ve been given a budget and are responsible for the measuring the success of your call center metrics. I’m going to break it down so that KPI metrics are easy to understand and easy for you to implement . And, what do KPIs have to do with customer service metrics? Well, don’t stress out too much.

Metrics 52

Metrics Customer Service Call Center Customer retention 52

Totango

MAY 10, 2022

Trials of upsell products. Communicating this requires high-touch engagement strategies, such as meeting with executives and stakeholders to establish goal-oriented KPIs and review performance. Promoting product usage increases the value clients derive from your product, increasing the likelihood of renewals, upsells, and referrals.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

Babelforce

FEBRUARY 15, 2022

Doing so every month will provide a good idea of how the metric changes over time. Revenue per call is a useful call center metric for calculating revenue generation. Use the metric to discover star reps. Provide benefits to high achievers to encourage others to meet their standards. How to use revenue per call.

Upselling 52

Upselling Contact Center Metrics Coaching 52

OctopusTech

JUNE 29, 2023

5 Main Functions Of Outbound Call Center Services Setting appointments and reminders Outbound call center services help different businesses in scheduling meetings and appointments with their clients. It is generally measured in outbound call center metrics like customer retention rate (CRR), churn rate, and customer lifetime value (CLV).

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

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

TechSee

MAY 18, 2022

While these metrics measure agents’ productivity, occupancy only considers the time agents are active when logged in , while utilization includes total work time. For example, team meetings or training would not be included in the equation because agents would not be capable of engaging with customers during that time.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

ClientSuccess

OCTOBER 25, 2022

These strategic meetings are a chance for customer stakeholders (including executive sponsors, primary contacts, and other vital resources) to meet with resources from across a vendor team – sales and strategic account representatives, implementation teams, product teams, etc. – What is a customer account review?

Accountability 74

Accountability Upselling Metrics Sales 74

ClientSuccess

MARCH 16, 2022

Meet with the customer as early as possible before onboarding begins. . Start talking about the entire customer lifecycle in onboarding meetings. . Track data and metrics as early as possible in the process for accurate data down the road. . eBook: Ultimate Guide to Customer Success Metrics.

Upselling 71

Upselling Metrics Sales 71

CSM Magazine

DECEMBER 6, 2023

It also ensures employees know how to engage with customers in a way that meets their needs and beyond. Greater Potential for Upselling Effective customer success training programs can also lead to greater upselling potential. This Spotify upgrade banner shows a great upselling example. This can result in more revenue.

Upselling 52

Upselling SaaS Advertising Marketing 52

Real Blue Sky

NOVEMBER 21, 2023

Upselling and Cross-Selling Upselling and cross-selling are time-tested strategies that, when done right, can feel like a natural extension of the customer service experience. By nurturing a workforce that is engaged and committed, businesses can ensure that their customer service doesn’t just meet expectations—it exceeds them.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. Meet performance metrics such as average handle time, quality, and customer satisfaction.

Call Center 52

Call Center call center software Upselling Scripts 52

Lumoa

MARCH 3, 2023

Using such data, we would be able to implement business strategies, including digital ones, upselling and cross-selling strategies, strategies for dynamic customer engagement, and, ideally, plans for revenue development through products and services. One needs to start identifying clear objectives and metrics.

Metrics 83

Metrics Upselling Engineering Customer Experience 83

JustCall

APRIL 3, 2023

This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Renewals and upsells : Another important area of responsibility for the customer success team is driving customer renewals and identifying opportunities for upsells.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Totango

NOVEMBER 25, 2020

With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. . Feedback metrics like NPS and CSAT scores. Product usage and adoption metrics. Financial data. Sales history. CSM Sentiment. Touch points.

CRM 107

CRM Upselling Metrics Accountability 107

Global Response

MARCH 13, 2024

As customer behavior and preferences change, businesses must adapt quickly to meet these expectations. Sales and lead generation : CX outsourcing companies also provide sales-related services, including lead generation, sales calls, upselling, and cross-selling. A growing business is a sign of success.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

JustCall

MARCH 29, 2022

Subscription-based models do not limit customer relationships to one-time transactions and open the door to numerous upsell opportunities. Meet the ‘Super Rep’. Perfecting upsell and cross sell . You need to demonstrate real value for the upsell and this is where enhanced product knowledge comes in.

Customer Experience 98

Customer Experience Upselling Coaching First call resolution 98

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 64

Upselling Accountability Enterprise Metrics 64

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. How well the product meets their needs. There are a variety of surveys and metrics you can use to measure these different elements. Customer Experience Measurement Techniques .

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Totango

SEPTEMBER 11, 2020

For any business, the question of how to meet the needs of the client is front and center. However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .

Upselling 81

Upselling Enterprise Healthcare Metrics 81

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