Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. What metrics should you track? It’s exciting when you think about it.

eBook 52

eBook Metrics Roadmap Healthcare 52

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Ask if your customer health score is right, is it giving you the insight you need, are you iterating,” Chris says.

Tips 85

Tips Net Promoter Score Metrics NPS 85

Gainsight

MAY 3, 2022

Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. By doing so, you reveal more product value and inspire your customer base to invest more money in your product.

Handbook 52

Handbook Roadmap User Experience Metrics 52

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience. What Are Customer Experience KPIs and Metrics?

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

West Monroe

JUNE 1, 2023

The tech industry is undergoing a significant transformation. Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

BirdEye

APRIL 11, 2023

It’s also helpful in identifying the key metrics you need to measure to reach your objectives. Describe your mission statement Within your mission statement, you’ll want to cover why you exist, what your goals are, what products and services you provide, your ideal customer base, and your region of operation.

Examples 98

Examples Strategy Analysis ROI 98

Solvvy

OCTOBER 25, 2022

Measure Overall Customer Satisfaction. Knowing how satisfied your customer base is with your business overall is valuable information. While overall satisfaction provides insights into customer loyalty and future purchases, it also gives you an idea of the “brand ambassadors” engaged in word-of-mouth marketing. .

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

GetFeedback

MAY 4, 2018

The more we automate business processes, the more we lose sight of our customers. It’s a reality in SaaS and practically every industry in the world. Though technology has undoubtedly made our jobs easier and improved the overall customer experience , it’s also distanced us from the people we serve. Host focus groups.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

SurveyGizmo

DECEMBER 21, 2022

Past behaviors and mobile customer engagement history You don’t want to reach out to first-time customers and dedicated loyalty-club member s in the same way. In short, tracking customer sentiment helps you understand three major metrics: Overall customer satisfaction, loyalty, and engagement intent.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

Gainsight

OCTOBER 11, 2022

“CSM requires increasingly large teams and cross-functional participation to help customers realize value. Point solutions or manual tracking methods become cumbersome and error-prone and do not enable uniform support for customer success across a growing customer base, multiple regions, and an expanding product portfolio.”.

Customer Success 52

Customer Success Marketing Management Roadmap 52

Gainsight

FEBRUARY 4, 2021

Growth rate, gross margin, and other traditional metrics matter greatly. But software leaders have increasingly recognized the importance of a new metric unique to the SaaS world, Net Dollar Retention (NDR). As a reminder, NDR looks at your existing customers at the beginning of a period (e.g., Net Dollar Retention Rules.

Tips 72

Tips Metrics Software B2C 72

ChurnZero

JULY 2, 2020

I’ll broadly say that I think the idea of tying employee compensation to some degree of customer centricity is important. If a metric feels beyond their grasp and like something they can’t directly influence, then people become less and less invested in trying to do something about it. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

West Monroe

SEPTEMBER 15, 2022

It also provides a roadmap to employees—both in leadership ranks and those further down the ladder––for how to integrate the new business into an existing platform. Being a holistic, one-stop-shop in a fragmented industry can drive explosive growth, as it has recently in the e-commerce industry.

Culture 52

Culture Roadmap Strategy Leadership 52

CSM Practice

JULY 24, 2019

Review and systemize your new strategy to scale and launch the new scalable strategy to the entire customer base. As a core company value, customer centricity should be evident in all company processes and strategy. Optimize Cross-Functional Processes.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

BirdEye

APRIL 17, 2023

Today more companies across industries are leveraging subscription business models to build successful, scalable, and sustainable enterprises. With a good product and exceptional customer service, businesses can make sure that customers stay longer. This model offers convenience for the business and the consumer.

Customer Retention 98

Customer Retention Consumers Strategy Tips 98

ChurnZero

APRIL 8, 2020

Given these evident benefits, it’s easy to see why customer advocacy is a hot topic in the SaaS industry at the moment. . Before we go any further, what exactly is customer advocacy? Ultimately, if you’re looking to reduce churn and increase retention rates—and let’s face it, which SaaS company is not focused on these metrics?—developing

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). A recent study of “loyal customers” across 20 industries by the XM Institute revealed some impressive statistics.

ROI 40

ROI Measurement Customer Experience Effort Score 40

SmartKarrot

DECEMBER 13, 2022

Role: Customer Success Associate Location: Chicago, IL, United States (On-site) Organization: Wolters Kluwer As a Customer Success Associate, you will deliver prompt and professional service to the customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications.

Customer Success 19

Customer Success Roadmap Leadership Government 19

CustomerSuccessBox

NOVEMBER 16, 2021

But over the years, sales have created metrics for tracking and accountability. Meanwhile, customer success has constantly spinning cogs and lots of variables that come with it. For customer success, the big bad metric is churn. With structure comes metrics that can be measured. Sales have to hit their quota.

Customer Success 52

Customer Success Metrics Customer Journeys Roadmap 52

Totango

SEPTEMBER 17, 2021

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. Promotes Customer Loyalty.

Customer Journeys 75

Customer Journeys Sales Loyalty User Experience 75

Education Services Group

MAY 27, 2022

The Metrics Matrix. A couple weeks back, I introduced the VoC Metrics Matrix. To prove that point, I want to show you how you can use the concept of a metrics matrix to assess your current state. For each cohort of customers in this matrix, there are specific actions that can be taken. Make it robust or keep it simple.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Gainsight

SEPTEMBER 1, 2021

For product leaders and managers, now’s the perfect chance to embrace product growth, and tap into its benefits, as the strategy reshapes the industry. For product managers and leaders, that means you have a guiding light to craft a product roadmap and nail down priorities. Ready to start riding the product growth wave?

User Experience 52

User Experience Roadmap Strategy Tips 52

SmartKarrot

JUNE 30, 2022

Facilitate communication of new features or product improvement requests between customers and the meQuilibrium Product Management team. Represent the voice of the customer to inform the sales process and product roadmap. Plan and execute strategies to drive new revenue opportunities within the existing customer base.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

SurveySensum

OCTOBER 17, 2023

A NBFC customer feedback tool is designed to gather, manage, and analyze feedback from customers of non-banking financial companies. An efficient NBFC customer feedback tool will help you address some important pain points prevalent in this industry by helping you: Gain a deep understanding of customer satisfaction levels.

Feedback 52

Feedback Tools Management Knowledge Base 52

Amity

JANUARY 30, 2019

A team of Customer Success Managers can be one of the most important considerations and impactful hires. CSMs are the bridge between your customers and the rest of your organization. They are the advocates of your customer base and provide critical feedback on your product, service and industry trends.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

Thematic

DECEMBER 5, 2018

Customer retention refers to the actions and strategies a business uses to try and keep existing customers. To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. Why is customer retention important?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

SmartKarrot

MARCH 7, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal. Apply here: [link].

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

APRIL 26, 2022

Role: Director Customer Success – Lending Location: Charlotte, NC, US (On-site) Organization: Ally As a Director of Customer Success, you will establish robust feedback loops and communication channels (e.g., Slack, email, newsletters) with product and customers/customer-facing teams.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

ClearAction

JANUARY 12, 2022

New key performance indicators (KPIs) are needed to assess: Ease-of-Doing-Business from the viewpoint of customers and suppliers. As your roadmap and indices for customer-centered management capability, let’s review the alternative angles on Ease-of-Doing-Business and Ease-of-Work provided by this article series: Ease of Doing Business.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Gainsight

NOVEMBER 9, 2022

Net Revenue Retention: The One True Metric. “ We talked to investors and CEOs who said Net Revenue Retention is the most important metric for them this year. They also said customer success is the organization least likely to see cuts in spending over the next year.” In his epic opening keynote, Mehta provided the answers.

Self Service 19

Self Service Roadmap Customer Success Knowledge Base 19

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SurveySensum

SEPTEMBER 11, 2023

But the challenge is that the SaaS industry is a thriving one with new products emerging every day. And with that, the customer’s expectations and needs are also evolving. This staggering number reflects the vast potential of the SaaS industry and the opportunities it offers to companies. Let’s begin! But how to do that?

Metrics 52

Metrics Effort Score Net Promoter Score Measurement 52

Circular Edge

DECEMBER 13, 2022

Historical ERP data tracks your company’s past transactional activity with details on your customers, products, suppliers, and operational performance. Retaining this data is legally required by auditors, investors, and industry regulators. Loyal customers drive profitability and sustainable growth. Who benefits?

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

ClearAction

APRIL 17, 2019

It’s not confined to interactions: it includes customers’ behind-the-scenes decision-process and product/service usage and it’s influenced by all of your non-customer-facing activities and attitudes. In recent decades, managers have realized that the industrial revolution distanced them from having a pulse on customer experience.

Management 69

Management Customer Experience Management Financial ROI 69

ChurnZero

JANUARY 10, 2020

For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . Yamini joins HubSpot from Dropbox where she was their Chief Customer Officer.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52