Customer Success and Upsells: How to Make the Most of Opportunities

Totango

When your goal is to grow your customer’s business, upselling becomes a means, not an end. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value. Customer success upsells are critical to your own success.

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.

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Customer Success Financial Metrics That Matter

CSM Practice

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business.

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.

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.

The User Adoption Metrics That Matter for Your Customer Success Team

Totango

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. It follows then, that your adoption metrics should reflect this deeper goal and generate insight into customer engagement. As such, the user adoption metrics that matter should address issues such as whether your product or service is helping your customer complete their work more efficiently. This phase leads you into the renewal and upsell process.

8 Customer Service Metrics That Will Improve Your Bottom Line

Voxjar

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 . Identify customer issues and/or upsell opportunities.

Customer Success Financial Metrics That Matter

CSM Practice

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business.

Customer Success Financial Metrics That Matter

CSM Practice

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business.

CSM Metrics: Latest and Greatest Thinking

ClientSuccess

For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. Then, when it comes time to have an ROI or expansion discussion, the time-to-value metric can play a large part in these conversations. .

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.

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11 Customer Service Metrics to Start Measuring

GetFeedback

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. Self-Service Metrics.

Customer Success Metrics

Amity

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. Expansion revenue can have a big impact on your SaaS metrics and your bottom line.

The Top 5 Most Important Metrics to Customer Success Teams

TeamSupport

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work. This will get your ACV metric.

The 15 Essential Customer Success Metrics & KPIs (How to Measure & Improve Them)

ProProfs Blog

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers.

8 Customer Service Metrics & KPIs To Track Performance

JustCall

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? Tracking performance With Customer Service Metrics.

Top 5 SaaS Customer Success Financial Metrics and 5 Runner Ups

ClientSuccess

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.

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Addressing metrics gaps between bot-led and human-led service

Comm100

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This depends on the metric.

Addressing metrics gaps between bot-led and human-led service

Comm100

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This depends on the metric.

How to achieve 130% MRR Retention?

CustomerSuccessBox

Expansion revenue consists of upgrades, upsells and cross sells. Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). The major advantages of Negative Churn are: Signing new customers is resource intensive compared to upselling to customers.

The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards

Talkdesk

The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service. This piece was originally written by Ernest Wong for Opentalk magazine.

The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards

Talkdesk

The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service. This piece was originally written by Ernest Wong for Opentalk magazine.

The Most Important Customer Success KPIs You Should Be Tracking

Totango

You’ll also need to use different metrics for each stage of the customer journey, including different KPIs for onboarding , escalation , adoption , and renewal. This metric is about measuring how well your product meets customer expectations. Metrics

With Call Scoring, You’re The Coach

Calltools

Automated call scores identify pre-determined metrics such as conversation pauses or certain keywords. Call scoring metrics shouldn’t be “set in stone.” You should also tell them about your scoring system and why you have chosen particular metrics.

Who owns the customer experience anyway?

Taylor Reach Group

The better customer retention is, the more customers you have to generate revenue and upsell to. By Patricia Ballantyne. Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself.

Launching Customer Success in Early-stage Startups – Should Founders Bother?!

CSM Practice

Your customer success manager would likely be responsible for all of your customer’s needs: implementation, support, upsell and renewal. There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base.

Managed Services Providers Can Profit by Using the Pareto Principle

Cincom

Marketing automation systems facilitate the use of all these processes, and adding Pareto as a metric or control is a logical extension of the evaluation process associated with electing these choices. Cross- and Upselling Potential.

How to Increase Revenues with a Better Renewal Process

CSM Practice

Resolving those problems result in increased renewal rate, increased adoption, and easier upsells. A steady stream of recurring revenue is essential for any SaaS company. It forms the basis for the company’s profitability and valuation.

Advocacy: Definition for Customer Success

CSM Practice

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Using Active Listening on the Phone To Improve Sales

ChaseData

How Active Listening on the Phone is One of the Best Practices for Cross-Selling and Upselling.

Top contact center authentication stories of 2017

TRUSTID

The power of call center metrics — Customer behavior can teach us a lot about the strengths and weaknesses of our enterprise. While upselling customers over the phone may be a common practice, it should not come at the price of your customers.

Half the Money You Spend on #CX is Wasted

CX Journey

What are some of the metrics you can use to measure your overall efforts? But, to the point of Wanamaker's quote, how do you know which half of your CX dollars/efforts resulted in the uptick of these metrics? customer experience metrics ROI

What Are Your Business Outcomes?

CX Journey

When NPS (net promoter score/system) was introduced, the reception was mixed on the consultant side, but businesses embraced the concept and mostly the metric as simple and easy to understand. Why does the metric matter if you don't understand the outcome.

Why You Should Focus on Nurturing the Customer Relationship

Totango

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. Track the Right Metrics. Adoption metrics that reveal how a customer uses the product.

The Complete Guide to Improving Your Customer Success Health Score

Totango

To improve the diagnostic value of customer success health scores, build them around the right metrics and derive solutions by understanding how those metrics impact customer lifetime value. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. These categories are also represented numerically as a relative rating out of 100 based on a combination of established metric thresholds. Properly Weigh Your Metrics.

How to Gather Customer Insights with CS Software

Totango

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Upselling.