ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

Education Services Group

SEPTEMBER 15, 2020

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ It’s about gaining insight into customer engagement to understand how they’re interacting with your company. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Customer Engagement Measurement Engagement 52

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. We recommend six best practices for using customer information to improve engagement with your software product and increase the likelihood of customer renewal : Establish Goals and Milestones. Build a Customer Community.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 118

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. And based on those metrics— and their intimate knowledge of their customers’ businesses—Customer Success Managers (CSMs) are able to craft strategies that improve the customer experience. Prioritizing Customer Journey Metrics.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

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. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics.

Metrics 62

Metrics Customer Success Return on Investment Measurement 62

Totango

JANUARY 31, 2019

The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor. SaaS customer engagement, therefore, needs to inform the entire customer journey. Key Customer Engagement Metrics.

Metrics 79

Metrics Customer Engagement Engagement Culture 79

CustomerSuccessBox

MARCH 11, 2019

Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? Customer Engagement. Time to Value.

Metrics 88

Metrics Measurement Customer Success Customers 88

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Not so much.

Metrics 98

Metrics Customer Success Customer Journey Mapping Net Promoter Score 98

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.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 99

Customer Engagement Engagement Net Promoter Score Metrics 99

Totango

FEBRUARY 28, 2019

Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.

Metrics 83

Metrics Customer Success ROI Measurement 83

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. And with customer success metrics, you can measure whether your efforts are working.

Metrics 74

Metrics Customer Success ROI Measurement 74

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc.

Customer Success 52

Customer Success ROI Webinar Metrics 52

Feedbackly

JUNE 21, 2023

It can give businesses an accurate projection of how customers perceive their brand and make necessary improvements to attract and retain customers. The Emotional Value Index (EVI®) is the metric used to measure EE. Now, why is measuring EVI® crucial? How do your customers perceive it?

Measurement 95

Measurement Loyalty Programs Metrics Touchpoint 95

CSM Practice

FEBRUARY 8, 2023

So, how can SaaS platforms nurture customer loyalty, attract new subscribers, and maintain reliable revenue streams? One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. Start tracking metrics today!

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Loyalty 112

Loyalty Net Promoter Score Measurement NPS 112

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Customer Retention Metrics 52

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. Customer Satisfaction Surveys (CSAT).

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 89

Customer Success Customer Journey Customers Customer Retention 89

ProProfs Chat

DECEMBER 11, 2020

Therefore, you need to offer your services in such a manner that you deliver high value to customers continuously while controlling costs. Measuring your service quality can be the first necessary step any business can take in improving their services. Afterall, can you really improve what you don’t measure? Let’s find out!

Metrics 52

Metrics Measurement Customer Service Social Media 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Success 108

Customer Success Customers Measurement Communication 108

Totango

NOVEMBER 21, 2019

There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience.

Customer Satisfaction 92

Customer Satisfaction NPS Metrics Net Promoter Score 92

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. But even those sales and T&D leaders who’ve shifted to more effective models of sales development can still struggle with how to measure the success of their initiatives. How to Determine Sales Training Metrics.

Metrics 87

Metrics Sales ROI Financial 87

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. Customer Health. Simply put, churn are the customers that you lose. There are a number of ways to measure churn: MRR & ARR by dollar amount.

Metrics 76

Metrics Customer Success Net Promoter Score NPS 76

ClientSuccess

MAY 8, 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 health metrics. Customer Engagement.

Metrics 59

Metrics Customer Success E-support Net Promoter Score 59

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. The customer journey can be divided into four main stages.

Customer Success 119

Customer Success Metrics Customer Journey Measurement 119

Strikedeck

SEPTEMBER 11, 2020

Jason Whitehead talks about what metrics and measures your customer success program needs to survive.

Metrics 52

Metrics Customer Success Measurement Customers 52

ProProfs Chat

NOVEMBER 9, 2021

Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach. And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A What is Customer Satisfaction?

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97

CSM Practice

FEBRUARY 24, 2020

Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics 2014 Customer Success Financial 52