InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

ClientSuccess

OCTOBER 8, 2019

Success isn’t based on “we think” or “we feel”. It’s based on data. And to get good data, you have to have good metrics in place. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. 1: Customer Retention Rate. 2: Churn Rate.

Metrics 49

Metrics Net Promoter Score NPS Customer Retention 49

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . The first step toward any improvement is understanding where your customers are today.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. .

Communication 102

Communication NPS Metrics Engagement 102

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Retune your engagement model to reflect the reality of what you and your customer are experiencing right now. And make sure you deeply understand your customer base, what they want and what they need, at this time. .

Communication 126

Communication Webinar Metrics Customer Retention 126

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. 3 Steps to Creating a Renewal Process and Retention in Your Customer Base.

2021 111

2021 Customer Success Webinar Multi-Channel 111

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that 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.

Metrics 94

Metrics Customer Success Net Promoter Score NPS 94

SurveySparrow

APRIL 11, 2021

Lead Scoring: In this, you assign points to leads based on specific parameters. The points are to indicate the leads that are closest to becoming your customers. Based on the points assigned, you will have a clear understanding of what to do with the lead at this point. Have they attended any webinars or demos?

Social Media 98

Social Media Metrics Webinar Demo 98

SurveySparrow

JANUARY 31, 2024

Those who answer with a 9 or 10 are considered happy customers, 7 or 8 are okay, and anything below is not so good. Based on that score, the customer base is divided into Promoters, Passives, and Detractors. Promoters (9-10) : Happy customers who love and recommend your business to others. The best part?

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

Gainsight

SEPTEMBER 14, 2023

In a market where retention and customer expansion are a top priority for revenue growth, the effectiveness of health scoring can be a game-changer. You’ll know your customer health scorecards are an asset when you can confidently respond to the executive inquiry: “What does your customer base look like right now?”

Metrics 52

Metrics Webinar Measurement Engagement 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

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. How to calculate Customer Lifetime Value. What about a conference you already know this customer will be perfect for? Ready to Learn More?

Metrics 59

Metrics Webinar Leadership Customer Relationships 59

ClientSuccess

AUGUST 31, 2020

Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . The most successful customer success platforms are ones that offer unique solutions and insights for both customer success leaders and customer teams themselves.

Customer Success 105

Customer Success Webinar Metrics Leadership 105

ChurnZero

AUGUST 14, 2020

What are the benefits of integrating with Customer Success software? Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Webinar Software.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. Lessons learned over the last year from the Customer Success community. If you missed the webinar, you can watch it on-demand.

B2B 98

B2B Webinar 2004 2020 98

SurveySensum

SEPTEMBER 5, 2023

Set Up KPIs for Measuring Your SaaS Success When it comes to understanding your customer expectations and experiences, it is vital to choose the right metric and launch them at the right touchpoint. However, not all metrics are KPIs because KPIs hold the spotlight when it comes to measuring success accurately.

Insights 52

Insights Customer Experience Metrics NPS 52

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 98

Customer Success Webinar Communication Interaction 98

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. When a customer leaves, it’s known as churn. Benefits of a Customer Retention Strategy.

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

Gainsight

FEBRUARY 28, 2023

Gross Revenue Retention (GRR) has become THE critical metric. Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. Customer Success: There are things you need to optimize and do differently to make your customers wildly successful.

Touchpoint 52

Touchpoint Metrics 2023 Customer Success 52

Integrity Solutions

MAY 12, 2020

That includes focusing on metrics like number of deals, size of deals, trends in deal size, velocity of opportunities, where deals are starting to fail in the pipeline and others. That’s just one of many that show, if you embed sales coaching as part of the culture, it will have a positive impact on both revenue and human metrics.

Sales 126

Sales 2020 2019 Metrics 126

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.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Customer Success 87

Customer Success Chief Customer Officer 2021 Webinar 87

Feedbackly

NOVEMBER 14, 2023

For example, while you can use surveys like EVI® throughout the buying stage, surveys like NPS should only be used at the post-purchase stage or sent to customers who have already purchased your product. Our CX metrics comparison chart can help you with it.

Webinar 52

Webinar NPS Feedback Presentation 52

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

ChurnZero

JULY 9, 2020

Customers associate those positive feelings with your brand and its equity increases. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. How do you decide if a customer is the right fit?

Marketing 64

Marketing Webinar Reference Events 64

Education Services Group

FEBRUARY 26, 2020

Which metrics and KPIs will you be keeping a close eye on to indicate if your new strategies are working? Metrics, You Say? That last step is a big one – measuring both leading and lagging indicators is critical to ensuring any new initiative is working, and adoption metrics would be a natural place to start here. Delivery Rate.

Customer Success 75

Customer Success Metrics Document Customers 75

Gainsight

JANUARY 12, 2021

We are trying to help our customers achieve their goals, and we have been able to do this by addressing questions by engaging in channels that work best for them. One type of webinar is office hours, where product experts run online demos in a live environment to show daily users how to use our products. Marissa: You’re so right!

E Commerce 59

E Commerce Webinar E-support Demo 59

BirdEye

MARCH 24, 2023

They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. For example, if you email customers monthly snapshots of their results, include a social media sharing button or link that allows them to share those results with their followers on LinkedIn.

2023 98

2023 Return on Investment Social Media Sales 98

ClientSuccess

JUNE 19, 2019

Correspondingly, these points can be redeemed for sample-size products that cater to the user’s skin type, beauty regimes, and past purchases : an ingenious offer their customers can neither refuse nor ignore. The result: 20% of its core customer base constitutes of loyal customers who spend the most.

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

SurveySparrow

DECEMBER 24, 2023

What is a Customer Experience Survey? A Customer Experience Survey is a systematic method businesses employ to collect and analyze feedback from their customer base. It is like a friendly chat with your customers (but on paper or online.) It’s not just any chat. It’s a strategic conversation.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

Gainsight

APRIL 18, 2022

Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results. Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced.

Customer Success 52

Customer Success Metrics 2003 Webinar 52

Totango

JULY 8, 2021

To start building an early customer warning system, follow these three steps: 1. Define Customer Health Score. First, you need to create a consistent and comprehensive system to track customer health score , which is a metric measuring whether customers are satisfied with your product or at risk of churn.

Customer Success 65

Customer Success Events NPS Customers 65

Gainsight

OCTOBER 19, 2021

Customer success drives revenue growth in ways that other functional teams simply cannot. We know it contributes significantly to the retention and expansion of your current customer base. For example, SaaS companies invest a huge amount of money in their Marketing and Sales to acquire new customer logos every year.

Customer Success 52

Customer Success ROI Metrics Presentation 52

Gainsight

MAY 5, 2022

In a recent Catapult Webinar , we spoke with Elaine Cobb, SVP of Customer Success at Coveo about what it takes to make a meaningful and predictable health scorecard, even if it’s your first one. . Be clear on the metrics that help you understand the value and impact of your offering within your customer base.

Measurement 52

Measurement Webinar Customer Success Customers 52

8x8

FEBRUARY 21, 2019

As a team, agree upon and then baseline metrics for each use case. Send kudos to those agents and share snippets from those customer conversations with the broader team so they can learn how to optimally handle similar scenarios. Reach out to your customers, too. Determine How You Will Measure Success. Take a Look.

Roadmap 85

Roadmap Net Promoter Score Contact Center Document 85

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 52

Customer Success Webinar Communication Interaction 52