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 How To Return on Investment 62

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

ProProfs Chat

APRIL 17, 2020

And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

Totango

JUNE 15, 2022

When this happens, it’s critical to figure out a resolution that not only addresses the overall problem, but deepens your customer relationship in the long term. Customers want to feel valued, and if an organization is not meeting their needs promptly and satisfactorily, it can lead to frustration, and eventually, to churn.

Customer relationships 81

Customer relationships Chatbots Metrics Customers 81

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. Customer Success is growing, which is no surprise. that have a specialized Customer Success Platform (CSP).

Study 98

Study Leadership Customer Success Industry 98

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 Effort Score 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 Effort Score 52

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. Five customer success leading indicators.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

OCTOBER 5, 2020

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. What is customer ROI? Increasing ROI with better customer relationship management.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

Team Support

SEPTEMBER 20, 2019

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work. 1) Customer Churn Rate - Loyal customers are the backbone of any business. This will get your ACV metric.

Metrics 60

Metrics Customer Success Net Promoter Score NPS 60

Totango

JULY 16, 2019

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. The challenge is to focus on nurturing customer relationships and prioritizing existing customers rather than hunting down new ones.

Customer relationships 68

Customer relationships Metrics Effort Score Customer Success 68

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Net Promoter Score Metrics Strategy 98

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC?

Customer Success 98

Customer Success Metrics Consulting Training 98

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 Effort Score Self Service 52

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Here’s why. Value is very hard to measure.

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. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Here’s why. Value is very hard to measure.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Zonka Feedback

FEBRUARY 2, 2023

Long-lasting customer relationships are essential to ensure success of any business. And when we talk about SaaS businesses, it becomes even more necessary to ensure that your customers are successfully using your product. Because if they are not able to do so, it will directly impact your business.

Metrics 52

Metrics Measurement Customer Success How To 52

ClientSuccess

JANUARY 30, 2023

Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

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. Renewal : The customer decides to continue their partnership.

Customer Success 116

Customer Success How To Metrics Customer Journeys 116

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 Training Customer Satisfaction Customer Retention 98

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. Customer Success leaders are pulled in so many directions that prioritizing our aspirations can feel impossible. Everybody’s heard of Customer Success, and the industry is growing.

Customer Success 52

Customer Success Leadership Metrics Customers 52

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Customer Success 105

Customer Success Management Net Promoter Score Effort Score 105

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Leading Indicator 1: Customer Engagement. Leading Indicator 1: Customer Engagement.

Customer Success 64

Customer Success Metrics eBook Measurement 64

Education Services Group

JANUARY 18, 2022

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Now, there’s much debate about how to really measure Customer Success performance. Customer Health Scores?

Metrics 52

Metrics Customer Success Effort Score Leadership 52

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights.

Resources 52

Resources Customer Success eBook Healthcare 52

Team Support

OCTOBER 8, 2020

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2. Learn more about Eric.

Customer relationships 59

Customer relationships Company B2C B2B 59

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

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 100

Customer Success Customer Centricity Customer Satisfaction B2C 100

Totango

JULY 16, 2019

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. The challenge is to focus on nurturing customer relationships and prioritizing existing customers rather than hunting down new ones.

Customer relationships 48

Customer relationships Metrics Effort Score Customer Success 48

Gainsight

AUGUST 26, 2021

This is where elements and best practices refined for customer success can be focused inward for employee success too, helping your organization evaluate how your staff is performing across all dimensions and how your organization is doing with supporting them. So what does that mean in practice?

Customer Success 52

Customer Success e-support Metrics Employee Engagement 52

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 105

Customer Success Customers Measurement Communication 105

CSM Practice

JUNE 6, 2020

Despite the benefits of a higher renewal rate, many SaaS companies focus on generating revenue from new customers even while they lose revenue to customer churn. Contrarily, SaaS companies who understand the importance of high renewals can grow stable revenue while delivering optimum value to their customers. Increase Retention.

Metrics 89

Metrics Measurement Customer Success Trends 89

CustomerSuccessBox

DECEMBER 27, 2021

Tracking, measuring, and improving this metric should be your number one priority. Customer onboarding is crucial to your business. Customer Success is a proactive function that aims to provide exactly that. First, let’s understand TTV and what role it plays in an efficient Customer Success function.

Customer Success 52

Customer Success Metrics Competitive Advantage Case Study 52