ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Customer =engagement can be measured by monitoring inbound support questions, stakeholder input, and more.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

DECEMBER 21, 2021

Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Customer =engagement can be measured by monitoring inbound support questions, stakeholder input, and more.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ChurnZero

SEPTEMBER 16, 2021

Level of engagement with your customer success management (CSM) or other customer support interactions. Net Promoter Score ®. Customer Effort Score (CES) — how much effort is your customer putting into solving an issue they might be having? Changes to customer support procedures.

Customer Retention 52

Customer Retention Strategy Net Promoter Score Effort Score 52

ClientSuccess

MARCH 20, 2019

By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention. Here are the top five customer success health metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Confirmit

OCTOBER 18, 2018

Customer retention survey questions tend to include ways to calculate loyalty in a meaningful way, for example “How likely are you to recommend our company to a friend or colleague”, which on a scale of 0-10 gives you a Net Promoter Score® A customer loss survey can also be a great way to understand what made a client churn.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

PeopleMetrics

FEBRUARY 4, 2015

To make customer-centric decisions on a broader scale, you can analyze your customer feedback in aggregate. Aggregate customer data allows you to spot trends and see the effects of your customer experience efforts on your customer base. It makes “the customer” tangible. (To

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48