Customer Success Engagement Management Metrics 
BlueOcean
FEBRUARY 14, 2024
When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?
BlueOcean
FEBRUARY 14, 2024
When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?
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ChurnZero
FEBRUARY 4, 2022
Customer Success Metrics that Your Investors and Board Care About. Engaging your investors starts by understanding what they care about. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. What metrics do investors care about?
Solvvy
JULY 8, 2022
You may have heard, “You can’t manage what you can’t measure.” Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training.
Retently
OCTOBER 16, 2023
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The key takeaway?
Gainsight
JANUARY 11, 2024
Customer success is firmly entrenched in the SaaS business model. According to a 2020 study by TSIA, more than 90% of organizations had a dedicated customer success role in their company. Nick Mehta , CEO and Founder of Gainsight, recently said, “Every single software company has a customer success program now.
ChurnZero
AUGUST 5, 2022
When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest. Let’s find out. They’re not.
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