ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog.

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Customer Success Consulting Metrics Customer Centricity 98

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS. As well as their actionable customer success platform they provide a widely respected blog. Intercom Blog.

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Customer Success Customer Centricity Consulting B2B 64

BlueOcean

OCTOBER 4, 2023

You’ll want to ask about labor markets, hiring timelines, retention stats and more. Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production.

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Contact Center Customer Care Average Handle Time Consumers 310

Lumoa

MARCH 3, 2023

One needs to start identifying clear objectives and metrics. Before even starting a CX initiative, it is really important to identify the metrics that will be used to measure the success of that program. It can include metrics such as customer satisfaction, loyalty, and retention.

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Financial Metrics Loyalty Customer Service Representative 208

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. This technology enhances customer experience by offering immediate assistance, a critical factor in boosting customer retention and loyalty.

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How To Chatbots Omni-Channel Social Media 130

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

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Customer Success Case Study Resources Customers 52

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. How to Calculate 6 Key Customer Success Metrics. Click here to read the blog.

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Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ShepHyken

JANUARY 18, 2019

Given the current state of technology, your strategic goals must now go beyond improving metrics. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

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Customer Experience Contact Center Airlines Average Handle Time 95

Totango

FEBRUARY 23, 2024

From the key responsibilities of each role to activating and deploying the flywheel to the most important metrics to measure, Karen discusses all the hottest topics about this compelling collaboration. A lifestyle maven and a gangster rapper turn an unexpected friendship into lucrative television shows and brand deals.

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Chief Customer Officer Customer Centricity Metrics CRM 91

BlueOcean

APRIL 24, 2024

Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions. In most, if not all, cases, the contact center RFP should include a robust standalone data security and privacy assessment—a blog topic unto itself.

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Contact Center Policies Effort Score Government 177

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. To find out who wins, check out the recap.

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Conference Chief Customer Officer Customer Success Software 98

Feedbackly

NOVEMBER 17, 2022

Net Promoter Score (NPS) is a glorified metric in the field of customer experience. Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. In this regard, there’s still a familiar element in your new CX program.

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NPS Net Promoter Score How To Touchpoint 98

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

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Customer Satisfaction Metrics Measurement Net Promoter Score 59

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

And yet, we are doing our best to only respond to metrics in business. So many companies rely so heavily on metrics they miss what might be a small problem leading to a larger one. And don’t let the metrics lie to you. The only way to do this is to focus on not just the big things, but the small things , too.

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Metrics Customer Experience Social Media Loyalty 252

Totango

JULY 22, 2022

You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. This SuccessBLOC is designed to drive customer engagement through automated retention and expansion activities to scale your growth. Some of the key metrics in this Scorecard include:

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Communication NPS Case Study Metrics 100

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

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Net Promoter Score NPS Marketing Effort Score 78

Totango

DECEMBER 29, 2021

This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap. Several key metrics can help you evaluate the performance of your upgrade efforts. Measure the Success of Your Upgrades.

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Roadmap Customer Centricity How To Effort Score 97

Win the Customer

SEPTEMBER 11, 2023

This is where CX metrics for success come into play. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. The Strategic Importance of CX Metrics CX metrics are like the compass that guides your business toward CX excellence.

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Metrics Customer Experience Net Promoter Score Effort Score 59

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. If your company is B2B, this could be interpreted as average revenue per logo.

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Metrics Customer Success Net Promoter Score Effort Score 75

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. To create an actionable scorecard, you need to collect the most relevant metrics.

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Metrics B2B NPS Measurement 94

ChurnZero

MAY 6, 2022

He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. There was the realization that […] net revenue retention is the most important metric you can have and you better focus on that.”.

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ROI B2B B2C Metrics 98

Feedbackly

SEPTEMBER 22, 2023

For example, a small business may consider survival as its primary objective and may intensively focus on customer retention and loyalty to establish itself. Here, metrics like EVI®, NPS, and customer retention are essential. Then, metrics like conversion rate, cart abandonment rate, and customer lifetime value (CLV) matter.

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Net Promoter Score Effort Score How To Abandon Rate 98

inQuba

JANUARY 27, 2023

BLOG Growth from CX investments is slowing down. Read the blog Customer Journey Management PRODUCT PAPER [free download] Enhance customer experiences, guide behavior & monetize customer journeys. BLOG Are your NPS scores really helping you grow your business? Read the blog Ready to talk about Customer Journey Management?

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NPS Customer Journeys Banking Metrics 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

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Financial Metrics Customer Success Customer Retention 52

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. Customer Success Metrics that Matter.

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Net Promoter Score eBook Social Media Effort Score 49

Gainsight

MARCH 3, 2021

He’s also well known for his humorous and insightful blog, kellblog. Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts. Net Dollar Retention Is a Clarifying Metric. Net Dollar Retention Makes Customer Success Company-wide.

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Self Service ROI Metrics Customer Success 116

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. We will be discussing all Net Revenue Retention in this blog. What is Net Revenue Retention? But SaaS leaders know the importance of Net Revenue Retention and tracking it. Calculating Net Revenue Retention.

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How To Effort Score Metrics Customer Success 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.

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Metrics Customer Success Net Promoter Score Measurement 98

Totango

JANUARY 3, 2024

Allow us to reintroduce ourselves Totango is customer success software businesses can’t outgrow, providing unlimited scalability and unmatched time to value to help cross-functional enterprise teams drive productivity , retention , and expansion.

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Software Customer Success Innovation Report 111

SurveySparrow

MARCH 5, 2024

In this blog post, we will learn more about executive dashboards and how different industries use them for industry-specific dashboard solutions. Consider these key metrics in your healthcare dashboards, Patient Experience: Use radar charts and compare your patient experience across different healthcare categories.

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

CSM Practice

MAY 22, 2020

Bonuses can be used to align CSMs and their teams with important company objectives and KPIs such as NPS, retention, expansion, and training. Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. good compensation plan should be simple, fair, and easy to implement.

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Customer Success Metrics Effort Score Customer Centricity 126

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

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Metrics Customer Success Engagement Effort Score 98

ClientSuccess

DECEMBER 12, 2022

This bonus model generally focuses on both quantitative objectives (retention, upsells or cross-sell measures) as well as qualitative ones (contributing to the team mentality). Variable on Retention and Growth. Achieving both retention and growth is essential for long-term success. Retention = ($25,000 * 75%) = $18,750.

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Customer Success Tips Management Sales 87

Totango

FEBRUARY 23, 2023

Start with the end in mind In a tough economic climate, all eyes are on revenue retention. While net revenue retention (NRR) is a key business metric for many companies, Chris shared that customer success operations can also help you get a closer look at leading indicators to tell whether your team is on track to hit the target.

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Tips Net Promoter Score Metrics NPS 83

CSM Practice

FEBRUARY 24, 2020

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 Financial Metrics.

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Metrics Net Promoter Score Effort Score NPS 59

ChurnZero

JANUARY 6, 2022

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. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.

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Metrics Customer Success Customer Journeys How To 98

SmartKarrot

JULY 16, 2020

Client retention is all about acquiring your customers, boosting revenue, and saving up the company’s money. Hence, SaaS companies need to be proactive about user retention if they want to build a loyal customer base. Why Retention is Critical. Key Retention Metrics. Customer retention rate.

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Metrics eBook Customer Retention Strategy 10