Thematic

APRIL 17, 2024

Companies earning $1 billion annually often see an additional $700 million in revenue within just 3 years of prioritizing customer experience. We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. SaaS businesses, meanwhile, benefit from predictable streams of recurring revenue.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

ClientSuccess

FEBRUARY 22, 2023

The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

Team Support

JANUARY 20, 2021

Now, Part 2 highlights why proactive support is on the rise and how it helps reduce churn and drive recurring revenues. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics. From Reactive Support to Proactive Success. Overall support demand grew by 10.6%

B2B 81

B2B Exceptional Customer Service Omni-Channel Report 81

Team Support

MARCH 3, 2021

In Part 3 of this series, we’ll address how to analyze and use data to ensure success and drive recurring revenue. 1-2 Sweeney, Tom, Customer Support Transformation: The Guide to Essential Practices and Metrics , Dec 2020, Service Excellence Group, LLC. Download the report.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. As companies find more ways to support their customers and build recurring revenue, “traditional” CS skillsets are no longer enough.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Zeisler Consulting

SEPTEMBER 15, 2021

Notice that there’s no mention in there about revenues, sales, or market share. Given the purpose I proposed at the outset, isn’t it simply logical that sales and revenue would follow anyway? Nor does your Head of HR declare a predictable revenue return for this or that program. So why even bother?

Effort Score 93

Effort Score Sales Exercises Study 93

ChurnZero

MARCH 3, 2022

That’s why its useful to look to others in the industry to provide advice and resources to guide you along the way. Churn monster playbook: your definitive guide to fighting customer churn. The ultimate guide to Customer Success in SaaS: the essential handbook for building the modern Customer Success program.

Resources 98

Resources Customer Success Handbook eBook 98

West Monroe

OCTOBER 5, 2022

Given that reality, software and tech-enabled companies that understand key metrics and then utilize them to guide business decisions are more likely to emerge from the current conditions in a position of strength. Revenue efficiency metrics should guide go-to-market capital allocation. Focus on metrics that matter.

Software 52

Software Competitive Advantage Return on Investment Metrics 52

Team Support

MAY 11, 2021

Pete introduced the session by talking about why it’s so important to shift your focus to your existing customer base, what a positive impact it will make to your recurring revenue, and how today’s innovative technologies can help. H istorically, B2B customer support departments have not been thought of as revenue generating.

Effort Score 98

Effort Score B2B Customer Success Metrics 98

Team Support

JANUARY 26, 2021

Part 2 highlights why proactive support is on the rise and how it helps reduce churn and drive recurring revenues. Formal efforts to help customers develop proficiency with products through training, knowledge transfer, best practice guides, and coaching can reduce “how to” questions – another significant source of support demand.

B2B 64

B2B e-support Knowledge Base Resources 64

Thematic

APRIL 3, 2024

A robust Voice of the Customer program provides distinct advantages for eCommerce businesses, including: Improved Customer Retention Rate: Identifying the root causes of customer dissatisfaction enables you to proactively address issues, prevent customer loss, and preserve revenue. Think again!

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Gainsight

APRIL 30, 2019

Check out our Essential Guide to learn how to navigate the new product experience landscape. READ THE GUIDE. Monthly Recurring Revenue (MRR)/Annual Recurring Revenue (ARR). You can also calculate retention and churn in terms of revenue. Monthly Recurring Revenue and Annual Recurring Revenue.

Metrics 65

Metrics Net Promoter Score Management How To 65

Gainsight

DECEMBER 2, 2019

The Essential Guide to Customer Churn. Read up on your number one enemy, churn, in our Essential Guide to Churn. The Essential Guide to Recurring Revenue. This guide is a crash course on the buzzwords that make SaaS, well, SaaS. If you need more revenue, invest in Sales.”

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

Kustomer

APRIL 25, 2022

While customer service is an essential element in which every business should seek to excel, it is only one piece of the larger puzzle that is great customer experience. The customer is the direct source of company revenue, which impacts every individual member of every team. The cost of CX neglect. Product development. E-commerce.

Strategy 98

Strategy Company e-support How To 98

CustomerSuccessBox

DECEMBER 9, 2021

Here churn takes different forms; we mainly categorize it as customer churn and revenue churn. For a more in-depth dive on churn, check out our sweet churn guide! Yeah, we did not forget revenue churn, we just wrapped it in Monthly recurring revenue churn. MRR churn is the erosion of the monthly recurring revenue.

Measurement 52

Measurement Net Promoter Score Customer Success NPS 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. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts. 2. Annual Recurring Revenue (ARR).

Financial 52

Financial Metrics Customer Success Customer Retention 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. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts. 2. Annual Recurring Revenue (ARR).

Financial 52

Financial Metrics Customer Success Customer Retention 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. 1. Average Revenue Per Account (ARPA). Average Revenue Per Customer = Total Revenue / Number of Accounts. 2. Annual Recurring Revenue (ARR).

Financial 52

Financial Metrics Customer Success Customer Retention 52

Kustomer

NOVEMBER 3, 2021

User-guides, demo videos, FAQ pages, troubleshooting or any other service-related information is ‘housed’ within the knowledge base. staff training guides, tools and company policies). Creating self-service customer support allows a brand to address recurring themes, questions, and issues without burdening staff.

Knowledge Base 98

Knowledge Base Self Service Policies Consumers 98

Totango

OCTOBER 2, 2020

Customer retention is the lifeblood of recurring revenue enterprises, regardless of the external economic circumstances. It is an example worth following in the B2B recurring revenue sector. Providing Value Is Key to Retaining Customers During an Economic Downturn .

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

Gainsight

MARCH 24, 2022

A product roadmap is a visual guide that lays out high-level plans for your product teams. One of the easiest ways to sort through feedback and carve out a winning product roadmap is to ask yourself a few guiding questions: What’s my broad product roadmap strategy? Once you’ve found your north star, use it to guide your course.

Roadmap 52

Roadmap Analytics Metrics Feedback 52

ChurnZero

MARCH 3, 2022

That’s why its useful to look to others in the industry to provide advice and resources to guide you along the way. Churn monster playbook: your definitive guide to fighting customer churn If you are responsible for Customer Success in your subscription model company, you have monsters in your closet. All of these things are hard.

Resources 52

Resources Customer Success Handbook eBook 52

Retently

MAY 2, 2023

The feedback is essential for measuring the trial’s effectiveness in converting them into paying customers and streamlining processes. Whenever relevant, redirect users toward your help center or arrange a set-up call in order to guide them in their learning process. It is them who will define whether you did the right thing.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Totango

JUNE 26, 2020

By embracing the following customer retention best practices, you can guide your customers through the current business landscape and be poised to thrive on the other side. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue. Lean on Your Customer Data.

Customer Retention 91

Customer Retention Telecommunications Communication Customer Success 91

Gainsight

DECEMBER 7, 2020

Retention rate is one of the most essential metrics when working in SaaS , and the easiest way to calculate it is as follows: A high retention rate logically would show that a business has a low churn rate ( the percentage of customers that discontinue your service over time).

Customer Retention 52

Customer Retention Tools Metrics Software 52

West Monroe

OCTOBER 9, 2023

Teamwork, adaptability, and a strong desire to compete are essential attributes. Lastly, we assess financial aspects , favoring recurring revenue models, high gross margins, and strong cash flow characteristics. Our approach revolves around guiding portfolio companies on a path to profitable growth.

Software 52

Software Innovation Leadership Culture 52

Gainsight

JUNE 14, 2022

A great product can be a fast path to revenues, brand loyalty, word-of-mouth, and durable business growth. While PLG is not trivial to implement, it leads to stronger economic units such as net dollar retention (NDR or NRR), gross revenue retention (GRR), and customer acquisition cost (CAC). Adoption Analysis. Retention Analysis.

Strategy 52

Strategy Analysis Self Service Roadmap 52

Ecrion

JUNE 9, 2020

times the amount of revenue than those who don’t. Customer experience data is essential for any customer experience project because it informs decision-makers what areas of the customer experience need to be improved. To comprehensively collect CX data it’s essential to give customers adequate feedback opportunities.

Data 72

Data Customer Experience Effort Score Net Promoter Score 72

BirdEye

SEPTEMBER 11, 2023

AI-powered reputation management solutions influence consumer trust and buying decisions that impact a business’s overall revenue. Read our guide on your how can use AI in social media management and gain more authority online. BirdAI-powered review summaries detect recurring themes, sentiments, and trends within the reviews.

Management 59

Management Brand Values Resources Social Media 59

Totango

JULY 16, 2019

Like farmers cultivating an orchard , enterprises must promote the growth of customers through personalized engagements that lead to repeated revenue yields, or harvests, throughout the customer life cycle. And this repeated revenue stream is the lifeblood of SaaS and related enterprises. How to Nurture the Customer Relationship.

Customer relationships 68

Customer relationships Metrics Effort Score Customer Success 68

CustomerSuccessBox

OCTOBER 21, 2021

Here is a free guide to take your SaaS business from a Reactive approach to Proactive approach ! But it is also a boon to the SaaS businesses because now you can earn much more through recurring payments. Thus you want your Annual Recurring Revenue to go up from one million dollars to 1.25 million dollars.

Customer Success 52

Customer Success Effort Score B2B Customers 52

Gainsight

JULY 14, 2022

Here are the five essential product analyses you need in your product analytics toolbox. Whether you want to examine new launches or existing features, adoption analysis points out how those areas of your product are paying off in revenue. If you aspire to be a data-driven product manager or leader, read on. Adoption Analysis.

Analysis 59

Analysis Analytics Feedback Roadmap 59

Magellan Solutions

OCTOBER 6, 2023

It leads to increased loyalty, customer satisfaction, and revenue. Each practice in this guide is a pivotal step forward, unleashing the transformative potential of inbound support services. Analytics and Reporting Analytics and reporting are essential for making data-driven decisions.

Knowledge Base 52

Knowledge Base Customer Satisfaction Tips Loyalty 52

CustomerSuccessBox

NOVEMBER 16, 2021

Arguably, there are differentiating opinions that Net Revenue Retention (NRR) or Monthly Recurring Revenue (MRR) might be better. Meanwhile, you can check out our CSM onboarding guide! Example: You are looking to drive revenue through renewals and need a playbook to align your customer success team. Yes, Yes, Yes.

Customer Success 52

Customer Success Metrics Customer Journeys Roadmap 52

Gainsight

MARCH 11, 2020

Gainsight PX was built for SaaS companies, so our product analytics features are meant to surface critical, useful insights that recurring revenue companies can use to grow and retain customers. Here are three essential reports in Gainsight PX, the questions they answer, and examples of their application. Table of Contents.

Report 52

Report Case Study Analysis Analytics 52

Gainsight

NOVEMBER 10, 2021

Product improvements are essential to selling your product and keeping customers on board. . One study by Dimension Data found 84% of companies that worked to improve customer service saw an upswing in revenue. In SaaS, it’s not enough to measure metrics such as revenue or units sold. Positive user experience is paramount.

Analytics 52

Analytics How To Handbook User Experience 52