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 Success Health Metrics. Support Tickets.

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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: Your sales team will tell you: getting new customers can be difficult. Take a look at how we’re bringing together NPS and customer success metrics. . #4: 2: Churn Rate.

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ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. For example, an operations resource on a sales team will often be the go-to person for building workflows and creating processes within a CRM. .

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ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. During this planning stage, CSMs can identify areas where other team representatives (sales, product, etc.) Toolkit: Team Leadership Toolkit.

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ClientSuccess

MARCH 16, 2022

After the sales cycle, which can often be drawn-out, chaotic, and intense for both sides, onboarding is the first real chance a new vendor has to make an excellent first impression with a customer and set the stage for what the partnership will genuinely look like moving forward. eBook: Ultimate Guide to Customer Success Metrics.

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ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

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ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Rely on metrics to gauge success. . eBook: 5 Ways to Surprise and Delight Your Customers. Stay organized. .

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ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. eBook: 3 Steps To Putting Your Customer First This Year.

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ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Rely on metrics to gauge success. . eBook: 5 Ways to Surprise and Delight Your Customers. Stay organized. .

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Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

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ClientSuccess

NOVEMBER 1, 2017

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. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

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ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

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ClientSuccess

NOVEMBER 2, 2022

Go beyond just conceptualizing this information by tracking detailed metrics and data points to build a holistic picture of customer satisfaction and health. eBook: 5 Ways To Surprise & Delight Your Customers. For many in customer success, customer satisfaction, health, and happiness are more abstract concepts than actual numbers.

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ClientSuccess

MARCH 2, 2021

In this way, one can look at the role of an AE as an extension of the sales or business development team while CSMs are fully entrenched in the services realm. CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. .

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ClientSuccess

JANUARY 4, 2021

A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. eBook: Implementing Customer Success. A customer success manager’s relationship with a customer account doesn’t just begin and end at random.

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ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Successful onboarding: Although a customer relationship technically begins during the sales stage, there is no understating just how important onboarding is to the long-term success of a customer.

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ClientSuccess

OCTOBER 25, 2022

These strategic meetings are a chance for customer stakeholders (including executive sponsors, primary contacts, and other vital resources) to meet with resources from across a vendor team – sales and strategic account representatives, implementation teams, product teams, etc. – eBook: CSM from the Trenches: Implementing Customer Success.

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ClientSuccess

DECEMBER 12, 2022

Despite being left to their own devices, the tenacious and devoted team member used sheer dedication and hard work for the betterment of the account — periodically seeing assistance from sales counterparts every now and then. eBooks: • 5 Ways to Surprise & Delight Your Customers. A good compromise is a 75/25 base-to-variable split.

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ClientSuccess

AUGUST 3, 2020

Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before. eBook: How to Build and Scale a Customer Success Team. Why you need a customer success platform. Toolkit: Customer Success Leaders Toolkit.

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ClientSuccess

AUGUST 14, 2019

Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. . These days, CSMs are brought in during sales conversations to answer questions and map out customer journeys, but they’re also heavily involved during onboarding, implementation, ongoing support, and expansion conversations.

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ClientSuccess

APRIL 28, 2021

While the sales handoff, implementation, and onboarding stages of a customer relationship are all very hands on and require a significant amount of communication, the ongoing maintenance, management, and growth stages can be a little trickier. . Track your product usage metrics accordingly. . When do customers ‘go dark’.

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ClientSuccess

DECEMBER 20, 2018

Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Quick Ratio.

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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. . I am excited to have Lisa as part of my senior leadership team.” 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

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ChurnZero

FEBRUARY 5, 2020

Become Visible – As Customer Success is still an emerging discipline the industry is hungry for best practices, thought leadership, and lessons learned. Leverage digital email/in-app metrics as a way to track overall engagement 2. Here are five reasons why you should submit a proposal to speak at BIG RYG.

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ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide.

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ChurnZero

JANUARY 15, 2021

We’ll move from simply a “post-sale” job function to a complete corporate culture that aligns our goals to the customer’s desired outcomes. A growing reliance on Customer Success metrics. I predict 2021 will be the year businesses rely on interdepartmental Customer Success metrics more than ever.

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ClientSuccess

JUNE 2, 2017

View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar. You can also download the eBook, The Ultimate Guide to Customer Success Metrics here. Customer Success as a Culture: Sales Leaders Edition. We believe customer success is not a department, but a company culture.

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ClientSuccess

SEPTEMBER 5, 2018

I check dashboards for possible shift in trends with accounts, keep in tune with sales leadership on expansion deals and set key objectives for the day. I recently had the opportunity to see Richard Branson speak and strongly believe in his employee-centric thought-leadership: “ Clients do not come first. Question 3.

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ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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ClientSuccess

SEPTEMBER 3, 2020

For most of the year, the CSMs counterpart on the sales side of our business was nowhere to be seen, only occasionally popping into the equation to see how things were going. Note, I prefer to use the word “target” and “payouts” vs. “quota” and “commissions” to distance – or differentiate – this plan from a sales plan.).

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ClientSuccess

JUNE 13, 2017

For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Some refer to this metric as Dollar Revenue Retention (DRR). Some refer to this metric as Dollar Revenue Retention (DRR). The Importance of Cross-Referencing Metrics.

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Measurement eBook Metrics Customer Retention 43

ClientSuccess

JANUARY 23, 2020

In fact, Sales Development Representative, Chief Revenue Officer, and Behavioral Health Technician are the only other non-technology focused roles included in LinkedIn’s report. eBook: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Metrics Toolkit.

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ClientSuccess

JANUARY 16, 2018

In this post, we’ll explore 3 more components of churn including negative network effect and the impact of referrals, negative impact on brand leadership, and potential loss of second-order revenue. Impact on Brand Leadership. The root of these implications are all tied to brand leadership or “brand equity” as it’s sometimes called.

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ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Look at Sales. Look at Onboarding.

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ClientSuccess

JULY 31, 2019

Modern customer success teams must be able to visualize and aggregate the right metrics to calculate the overall health and standing of an account. Once a customer has already churned or decided not to renew a contract, these metrics become even more important. Step 2: Develop Clear Strategies.

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ClientSuccess

JULY 12, 2017

What Types of SaaS Metrics Do VC Firms Look For? When asked what types of metrics VC firms look for when weighing new business, Stacey mentioned that most firms look for lifts in revenue, recurring revenue, and long-term renewal trends. If VC firms see high churn, they run from deals, no matter what the sales plan looks like.

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SurveySparrow

OCTOBER 19, 2021

Example: I took the initiative to schedule the meetings and also coordinated with the media and sales ops teams for our campaign promotion. . This step helps you demonstrate your ability to hold yourself accountable and seek a solution – two traits that signal leadership material. Behavior: How did you respond? ” #4.

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