ClientSuccess

DECEMBER 21, 2021

After all, even if sales are through the roof, if customers aren’t satisfied, the business likely won’t last. However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Effort Score ROI 62

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. In this article, we’ll dive into how companies leverage customer feedback analytics.

Metrics 117

Metrics Analytics Feedback Effort Score 117

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 108

Sales Marketing Sports Customer Journeys 108

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly. However, as we’ve learned from the insightful webinar, simply engaging with customers isn’t the end goal.

Analytics 208

Analytics How To Analysis Feedback 208

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly. However, as we’ve learned from the insightful webinar, simply engaging with customers isn’t the end goal.

How To 208

How To Analysis Feedback Innovation 208

CSM Practice

FEBRUARY 8, 2023

However, launching a SaaS company can be risky. One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If possible, you should also ascertain which of your sales and marketing strategies yield the highest lead-to-customer rates.

Metrics 52

Metrics Net Promoter Score Advertising Customer Success 52

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

How To 260

How To ROI Net Promoter Score Measurement 260

Integrity Solutions

MAY 12, 2020

With leaner sales organizations, your sales enablement strategy has to step up and be a valuable contributor to the organization. In many organizations, revenue has “fallen off a cliff,” as one sales leader put it, and companies are looking at where they can make cuts and recapture lost momentum.

Sales 126

Sales Strategy Tools Metrics 126

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. You can still register to watch the replay.) Journeys & Journey Maps. What is the “right” level?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

Metrics 72

Metrics Company Survey Self Service 72

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. You can still register to watch the replay.) Journeys & Journey Maps. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. You can still register to watch the replay.) Journeys & Journey Maps. What is the “right” level?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Metrics 98

Metrics Course Customer Success NPS 98

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

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?” We took the results of this collaboration and created a webinar to help disseminate the results.

Metrics 41

Metrics Customer Success eBook Culture 41

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

Customer Retention 59

Customer Retention Customer Success Loyalty Software 59

Think Customers

MAY 20, 2024

And yet, companies too often ignore this root friction point — all in pursuit of quick wins. Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. The first 20-minute webinar, “ Mastering the Maze of CX Metrics & Money ,” was presented in April.

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

QuestionPro Audience

MARCH 13, 2017

When it comes to eCommerce, online sales are projected to reach $523 billion in the next 5 years, up by 56% from the previous year. In essence, the need for companies to conduct research, whether to tap into existing and emerging markets is expected to grow significantly.

Survey 255

Survey Data How To Ecommerce 255

Gainsight

NOVEMBER 21, 2022

This article was originally published in Fast Company. But if you’re a fast-growing product company—for which the traditional playbook is to grow at all costs—then times are doubly difficult. Master These Metrics . Indeed, companies in “growth mode” plow enormous resources into their CAC. Metric #2: GRR.

Metrics 52

Metrics Management Measurement Sales 52

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. 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. Overlapping metrics between customer success and product.

Metrics 40

Metrics Customer Success eBook Culture 40

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. CSM & Product’ Is the New ‘Sales & Marketing’. How to Calculate 6 Key Customer Success Metrics. This blog post covers the six metrics every Customer Success professional needs to know.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ChurnZero

JANUARY 20, 2022

Rod Cherkas, CEO of HelloCCO, joined us for a webinar to share his approach to ensure your Customer Success team stays ahead of your company’s growth. Using HelloCCO’s Post-Sale SCALING Framework, Rod breaks down how you can anticipate future needs, evaluate opportunities, and prioritize your strategic initiatives.

Sales 52

Sales How To Net Promoter Score Metrics 52

Think Customers

SEPTEMBER 21, 2021

Marketing and sales teams have traditionally had two separate objectives in most organizations: the marketing team works to get leads and fill the top of the funnel, while the sales team focuses on the bottom of the funnel and closing those leads. Lead prioritization is another people-based way brands can boost sales.

Sales 52

Sales Marketing Contact Center CRM 52

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. How do you determine what revenue metrics your CSMs prioritise? Does this mean that your CSMs should be hitting the phones to make cold calls and prospect along with your Sales Reps?

Customer Success 52

Customer Success ROI Metrics Sales 52

Vonage

JANUARY 5, 2016

Metrics, metrics, metrics! In a recent webinar I hosted on “What to measure in customer service,” Forrester Research analyst Art Schoeller talked about what is the right strategy, the right approach to building out a hierarchy of metrics for managing our customer service contact center operations.

Measurement 96

Measurement Sales Contact Center Metrics 96

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. What are SaaS companies doing to create competitive products? General business metrics are important as well, so you can tie your activities back to overall company goals. The Daily Active Users (DAU) metric provides that information daily. Access to data.

Metrics 65

Metrics Net Promoter Score Management How To 65

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. Customer engagement is the sum of all interactions between a customer and a company. This one-question survey typically asks, “How satisfied are you with your experience with [company]?”

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ChurnZero

JUNE 2, 2021

How does your company stack up to its peers in this regard? SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. If you missed the webinar, you can watch it on-demand.

B2B 98

B2B Company B2C Survey 98

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.

Customer Success 52

Customer Success Company eBook Customer relationships 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! But most decisions that need to be made in the company are more tactical like “what should our pricing be?” Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid.

Roadmap 52

Roadmap Customer Success Feedback Report 52

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Furthermore, personalization is a long-standing desire with limited success in most companies–another CX opportunity. Speak to the unique value of each stakeholder .

How To 150

How To ROI Policies Analysis 150

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260