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

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. Invest in customer success.

Metrics 98

Metrics Customer Retention Course Customer Success 98

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

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

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Customer Health Score.

Customer Retention 65

Customer Retention Metrics Effort Score Net Promoter Score 65

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

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. How to Track Customer Satisfaction with NPS . That’s why the Net Promoter Score (NPS) is a key metric to track.

Customer Satisfaction 91

Customer Satisfaction NPS Metrics Net Promoter Score 91

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 Success Roles.

Customer Success 97

Customer Success Training Customers ROI 97

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

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. Value is very hard to measure.

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. Value is very hard to measure.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

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

Totango

NOVEMBER 25, 2020

Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location. With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. .

Customer Success 107

Customer Success Net Promoter Score Effort Score CRM 107

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

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

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

JUNE 6, 2020

Despite the benefits of a higher renewal rate, many SaaS companies focus on generating revenue from new customers even while they lose revenue to customer churn. Contrarily, SaaS companies who understand the importance of high renewals can grow stable revenue while delivering optimum value to their customers.

Metrics 89

Metrics Measurement Customer Success Trends 89

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

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

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

inSided

SEPTEMBER 10, 2021

It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach. But as your customer base grows, so does the demand for CSM’s time and expertise.

Customer Success 52

Customer Success Metrics Customer Journeys Customers 52

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Customer Success 105

Customer Success Management Net Promoter Score Effort Score 105

Kapta Customer Success

MAY 27, 2019

When you can practically guarantee success and overdeliver time and time again, then it becomes harder and harder for them not to renew every year. So, how do we go about creating this metric and tracking the success of your customers? Finding a Customer Impact Identifier. Get Specific. It Must Be Measurable.

Metrics 49

Metrics Customer Success Software Measurement 49

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

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

ClientSuccess

AUGUST 31, 2020

Now, the day is finally here – your team is finally implementing your new customer success platform. Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . First of all, congratulations!

Customer Success 105

Customer Success How To eBook Leadership 105

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. Voice of Customer.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

Gainsight

SEPTEMBER 5, 2021

That is why many companies are turning toward customer success platforms to provide the structure, data analytics, and other features they need to measure the performance of their channel partners in delivering for their customers. Why weave channel partner customer experience data into your customer success platform?

Customer Success 52

Customer Success Metrics Customers Feedback 52

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers.

Customer Success 98

Customer Success B2B Metrics Strategy 98

ChurnZero

SEPTEMBER 10, 2021

We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. This can be measured by how much they sell, the success of their team, or the success of the organization as a whole.

Customer Success 97

Customer Success Metrics Measurement Guidelines 97

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

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75