Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. Customer Success Metrics: Customer Health Score.

Metrics 132

Metrics Net Promoter Score Customer Success NPS 132

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

ChurnZero

JULY 8, 2022

It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest.

Metrics 98

Metrics Customer Retention Course Customer Success 98

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

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

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 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. NPS is not the answer.

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. NPS is not the answer.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Support.

Customer Success 97

Customer Success Training Customers ROI 97

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. 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.

Customer Success 52

Customer Success Company eBook Customer relationships 52

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

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

JULY 11, 2022

A lot’s changed since my last interview with McKinsey on Net Retention and Customer Success. Recently, I spoke with one of McKinsey’s partners, Sid Tandon , about Customer Success’ role as a lifeline for SaaS in the economic downturn. We gleaned some pretty incredible advice from that chat.

Customer Base 59

Customer Base Effort Score Sales Financial 59

CSM Practice

JUNE 6, 2020

The valuation of a SaaS company is based on its recurring revenue stream. However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. It also allows them to focus on other income-generating processes like expansion or acquiring new customers.

Metrics 89

Metrics Measurement Customer Success Trends 89

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. This partnership helps to activate the flywheel and propel growth from the existing customer base. What do these four pairs have in common?

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

CSM Practice

SEPTEMBER 15, 2019

All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to driving long-term customer lifetime value through various processes and operations.

Customer Success 45

Customer Success Company Effort Score Customers 45

Totango

NOVEMBER 25, 2020

Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. Feedback metrics like NPS and CSAT scores. Financial data.

Customer Success 107

Customer Success Net Promoter Score Effort Score CRM 107

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.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

CSM Practice

FEBRUARY 24, 2020

Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 86

Customer Success Tips Customer Journeys Customer Retention 86

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

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

Kapta Customer Success

MAY 27, 2019

All of your customers likely choose to use your products or services for different reasons and because of this, what they expect/demand out of your product is going to be different from company to company. When companies use products differently, it’s easy to see how their expectations can be different.

Metrics 49

Metrics Customer Success Software Measurement 49

CSM Practice

FEBRUARY 24, 2020

Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Customers 52

Gainsight

SEPTEMBER 5, 2021

At the end of the day, are you able to confidently answer yes to: Are our customers receiving the best possible experience with our product, and, in turn, our brand, regardless of who delivers it? Why weave channel partner customer experience data into your customer success platform?

Customer Success 52

Customer Success Metrics Customers Feedback 52

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

Customer Success 52

Customer Success How To Chief Customer Officer Consulting 52

Gainsight

MARCH 30, 2023

Originally published June 2, 2022 By Brian LaFaille, former Global Head of CS Strategic Programs at Looker Digital Customer Success is for everyone. We caught up with Brian LaFaille, former Global Head of Customer Success Strategic Programs at Looker, to get his take on segmentation and how they score customers at Looker.

Customer Success 52

Customer Success Customers System Sales 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. You can follow the links above for each metric category.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. You can follow the links above for each metric category.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

ClientSuccess

APRIL 30, 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 financial metrics.

Financial 46

Financial Metrics Customer Success eBook 46

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

CustomerSuccessBox

JUNE 24, 2022

Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. SaaS investors prefer to invest in companies where most of their cash flow and total revenue come from recurring revenue. Why you should invest in Customer Success? Easy retention via customer success.

Customer Success 52

Customer Success Metrics Customer Retention Strategy 52

CSM Practice

FEBRUARY 24, 2020

Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team to maximize engagement with your technology or services in order to drive value for the customers. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Measurement Customer Success Customers 52