Sat.Apr 30, 2022 - Fri.May 06, 2022

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A look back at entrepreneurial lessons learned and the rise of net revenue retention with ChurnZero CEO You Mon Tsang

ChurnZero

Suffice to say, he knows a thing or two about how to take an idea and turn it into a successful business. 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. You have to get your customers now. Episode highlights.

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What are the best Customer Success YouTube channels? Start with our top five.

ChurnZero

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

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NRR, CRO, VIP & What It All Means To Me: How As A CSM You Can Drive Revenue Expansion And Why It Matters

Gainsight

Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what? How Should You Measure Customer Success? As VPA defines , NRR measures how good your company is at retaining and growing revenue from existing customers.

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5 Ways Product-Led Growth Will Help You Generate Expansion Revenue

Gainsight

Snagging one-time customers and walking away won’t cut it if you want your Product team to grow. 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. Wondering how?

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI? and are excited to help you develop smart and timely CX strategies for a successful 2024.

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5 Customer Onboarding Metrics to use for your SaaS business.

CustomerSuccessBox

After subscribing, you need to track how things are going with the customer. For that, you need to know about the key Customer Onboarding metrics to track. In order to measure the onboarding efforts, there is a need for customer onboarding metrics. 5 Customer Onboarding Metrics to track.

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Essential Considerations For Your First Customer Scorecard

Gainsight

You think everything is going great, the customer is always so kind and enthusiastic on the phone. Customers can’t offer their honest feedback in the moment, often because they don’t know how much value your product is delivering. That’s why we suggest health scorecards to all our customers. Customer value.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. In this exclusive webinar, Diane Magers will guide you through the journey of aligning your customer and employee experience strategy with financial success.

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The 2023 Customer Experience Management Value Index

Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.

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Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes. How marketing to customers generates revenue.

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Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.

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Maximizing Productivity in the Contact Center

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience.

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How to Leverage Quality Management to Transform the Customer Experience

Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.

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Make Your Customer Experience As Great As Your Products

When it comes to Voice of the Customer (VOC) programs, B2B organizations are often behind the curve, adopting best practices and innovations more slowly than B2C companies. The result: they achieved a 24-point boost in customer loyalty in just 12 months. The result: they achieved a 24-point boost in customer loyalty in just 12 months.

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Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

How do you encourage your customers to help others? What are the key metrics to measure? They are ready to share the trials and triumphs, and everything in between, on the road to a successful community. How to establish a successful ambassador program. Are you struggling to support your global community?

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.