ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. With his wealth of knowledge and experience, Chris answered some engaging questions from the audience that I have recapped below.

Webinar 52

Webinar Sales Chief Customer Officer Effort Score 52

CSM Practice

FEBRUARY 8, 2023

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. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Growing a SaaS company?

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

ChurnZero

JUNE 9, 2023

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.” CS team members at all levels would do well to learn about metrics that can better articulate the effect they have on churn, renewals, and expansions.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Why should businesses analyze CX metrics? NPS, CSAT, CES.it Think about it.

Metrics 117

Metrics Feedback NPS Loyalty 117

ChurnZero

MARCH 28, 2023

One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. Many of these are individual interactions but some engagement occurs at an organizational level. CSAT measures customer satisfaction.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

Tricia Morris

FEBRUARY 12, 2016

A new 2016 Knowledge Management for Customer Service survey conducted with analyst and knowledge management authority Esteban Kolsky shows organizations are struggling with justifying greater investments in knowledge because they’re not measuring its impact. What customer service knowledge metrics do you measure within your organization?

Metrics 60

Metrics Measurement Customer Service 2016 60

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX. How does one measure a concept?

Measurement 132

Measurement Loyalty Metrics Consulting 132

West Monroe

JUNE 28, 2022

West Monroe recently hosted a webinar with some of the top customer experience leaders in the software industry—Salesforce, Anthology, Palo Alto, Celonis, and Momentive joined us—to discuss how their companies leverage digital innovation to deliver customer experience at scale. Featured Content. Data doubt cripples businesses.

Webinar 52

Webinar Innovation E Commerce Customer Experience 52

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

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. User engagement patterns. Your Presenters.

Webinar 40

Webinar Metrics Customer Success Demo 40

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether. Not so fast. Five, in fact.

Measurement 121

Measurement Consulting Metrics Webinar 121

Totango

AUGUST 8, 2021

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. The first step in building strong SaaS customer engagement is understanding the current customer experience. Offer Relevant Communications.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 118

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer. Understand the journey.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Totango

SEPTEMBER 22, 2020

Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. The first step in building strong customer engagement is understanding the current customer experience.

Customer Engagement 98

Customer Engagement Engagement Customer Journey Customer Success 98

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

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Mentions aren’t everything – they’re certainly not enough on their own – BUT… Mentions are a measure of brand awareness. Engagement. Relative Engagement.

Social Media 49

Social Media Metrics Webinar Airlines 49

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. By automating redundant tasks, CSMs can spend more time engaging with customers and identifying risks and expansion opportunities.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

Feedbackly

DECEMBER 2, 2022

Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy.

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. How do you determine what revenue metrics your CSMs prioritise? Customer Success Qualified Leads (CSQLs) should be a metric that drives better collaboration between your CS and Sales teams.

Customer Success 52

Customer Success ROI Webinar Metrics 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Customer Engagement 112

Customer Engagement Engagement Customer Journey Mapping Definition 112

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: At first glance, it might seem like customer retention rate and churn rate are an inverse proportion and therefore you don’t need to measure both. It’s based on data.

Metrics 49

Metrics Net Promoter Score NPS Customer Retention 49

Totango

SEPTEMBER 15, 2020

Engaging your stakeholders , whether they are high or low influence, can not only drive growth but also turn stakeholders into enthusiastic champions of your product. The following stakeholder engagement best practices are a great place to start: Build Key Relationships. Define and Standardize Engagement Plans.

Communication 70

Communication Engagement Net Promoter Score Competitive Advantage 70

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

Lithium

JUNE 27, 2022

It’s possible that it’s been a recent challenge to understand how your brand could fit into this social engagement circus. Unlike the more traditional social media channels, what is required to read TikTok's metrics goes far beyond Twitter or any Meta social channels. A high view count no longer ensures positive engagement.

Engagement 52

Engagement Social Media Metrics 2012 52

GetFeedback

DECEMBER 2, 2019

Start with measuring your CSAT score as outlined by GetFeedback. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. Get the Guide.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Oracle

OCTOBER 6, 2019

How many people are actually clicking on something within an email and engaging? We also look really closely within our webinars. Consistent metrics from the cloud. The KPI that we are really looking at is our Customer Effort Score — it’s really our one main metric. What we look at is the unique click-through.

Net Promoter Score 54

Net Promoter Score Measurement Effort Score Average Handle Time 54

Feedbackly

MARCH 1, 2024

It looks at a deeper form of engagement between the customer and brand where communication and interactions are driven by customer sentiments. The Emotional Value Index (EVI) is a metric designed to measure and evaluate EX. With each emoticon given a weighted average, calculating EVI is as simple as any other CX metric.

2024 59

2024 Metrics Webinar Brands 59

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. Measuring CES is all about making things easy for your customers. How to Measure CES Imagine a scale from “Very Difficult” to “Very Easy.”

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week? What is it?

Metrics 80

Metrics Net Promoter Score NPS Customer Satisfaction 80

Education Services Group

SEPTEMBER 4, 2018

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. And no value realization often equals no subscription renewal.

Customer Retention 49

Customer Retention Measurement Management White Paper 49

SurveySparrow

APRIL 28, 2023

So with their help, in this article we will: Define Product Qualified Leads (PQLs) Learn how they differ from other types of leads See how to identify a PQL Learn how to nurture a PQL Explore 7 tactics to convert PQLs into paying customers List the key metrics for measuring the success of your PQL strategy What are product-qualified leads?

Demo 52

Demo Metrics Sales Webinar 52

BirdEye

APRIL 28, 2023

Use platforms such as Twitter, Instagram, Facebook , and TikTok to create posts and bite-sized videos to educate and engage with followers. If this is the case, you’re likely missing out on valuable engagement via this popular insurance marketing tool. They are interactive, engaging, and educational virtual events.

Insurance 98

Insurance Marketing Social Media Loyalty Programs 98

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. General business metrics are important as well, so you can tie your activities back to overall company goals. The Monthly Active Users (MAU) metric measures the number of different users who open your product within a 30 day period. READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management NPS 65

Gainsight

JANUARY 6, 2023

According to the report, “Today, the most successful digitally powered B2B companies are built with a combination of product-led growth for acquisition and adoption, customer-led growth for expansion and retention, and community-led growth for advocacy and engagement. Three Business Efficiency Metrics Every Product Manager Must Know.

2023 52

2023 Roadmap Webinar Metrics 52

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. I’m suggesting you do the following before engaging in these exercises. Measure your success.

Customer Experience 59

Customer Experience Webinar Books NPS 59

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Customer Engagement 87

Customer Engagement Engagement Customer Journey Mapping Definition 87