PeopleMetrics

APRIL 12, 2017

Online surveys can capture feedback from customers in real-time and tie it to a specific event. Companies can act on that feedback to forge stronger connections with their customers—based upon individual customer reactions to elements of the customer experience. What’s an Outcome Measure? Good question.

Metrics 87

Metrics Customer Experience Banking eBook 87

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

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

ChurnZero

MARCH 31, 2020

Takeaway #3: Lean into email and in-app notifications to communicate with customers when their phone becomes inaccessible. Elevate a communication by sending it from a member of your executive leadership team with a personal message or offer. Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-?t

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ClientSuccess

JANUARY 10, 2018

Retaining customers is a bottom-line must for successful companies—especially SaaS companies where a predictable customer base is a must. An organization’s customers are the greatest asset it can have, and the longer those customers continue to invest in products and services, the more valuable they become.

eBook 40

eBook Customer Success Resources Leadership 40

ClientSuccess

APRIL 30, 2019

Created by Mamoon Hamid, the Quick Ratio measures growth efficiency for a SaaS company, comparing revenue growth (new and expansion) against revenue churn (downsell MRR and churn MRR). ARR is used to predict annual recurring revenue for the coming 12 months, assuming no changes to the customer base. Quick Ratio.

Financial 46

Financial Metrics Customer Success eBook 46

ChurnZero

NOVEMBER 30, 2018

This may seem a little bit adversarial from a leadership standpoint but, you want to be sure that you’re making the right call. Their day zero of a customer is now more like nine to six months into it (or whatever timeframe). First, you’ll want to figure out how do you measure risk in our business. ChurnZero Resource.

Customer Success 49

Customer Success How To e-support eBook 49

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ClientSuccess

OCTOBER 8, 2019

At first glance, it might seem like customer retention rate and churn rate are an inverse proportion and therefore you don’t need to measure both. While you need to be evaluating why the retained customers stay, it’s just as important to evaluate why the leaving customers leave. However, this is not the case.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ClientSuccess

NOVEMBER 1, 2017

Register the recorded webinar here: 5 Metrics That Matter: Quantifying Success for Product and Customer Success Teams. In this webinar you will learn: 5 Key indicators vital for both product and customer success. How to measure the ongoing value your customers are getting from your product. User engagement patterns.

Metrics 40

Metrics Customer Success eBook Culture 40

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand.

Strategy 47

Strategy eBook Metrics Trends 47

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand.

Strategy 40

Strategy eBook Metrics Trends 40

ClientSuccess

JULY 5, 2017

Make sure sales and customer success are on the same page when it comes to key promises, goals, and outcomes. Capture how all parties involved will measure value and success. Having these business goals outlined and defined is a great way to get customers up and running fast while finding the shortest path to first value.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

MARCH 20, 2018

You can read more quotes and Customer Success advice by following the hashtag: #TOPCS2018. 2018 Top Customer Success Strategist Quotes. Here is many of the great advice from the Top Customer Success Influencers: “Customer Success, done right, reminds your customer base why they’re doing business with you now and in the future.”.

Customer Success 40

Customer Success Competitive Advantage eBook Customers 40

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. If customer sentiment is left out of the equation, then your organization may be neglecting some of the most telling customer sentiment signs available.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ClientSuccess

APRIL 20, 2017

His career has been mostly about growing and driving adoption and measuring ROI of his customers. He believes if you do this, customers will inevitably grow. Benefits to the External Customers: The benefits to the external customer may seem obvious, but are incredibly important.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

ClientSuccess

MARCH 7, 2017

To Francoise, having a staffing model is essential for organizations that are trying to rationally run a Customer Success team, or a business in general. She explained that if leaders want to have a chance to secure headcount and measure the success of the team, they should create a staffing model. Segment the Current Customer Base.

Customer Success 40

Customer Success How To Training eBook 40

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Comm100

OCTOBER 30, 2017

Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. Companies could have additional criteria based on their requirements, of course.

Contact Center 113

Contact Center Tips Management Call Center 113

Gainsight

NOVEMBER 15, 2021

Measuring success is tricky. Is measuring revenue enough to build momentum year after year? NRR is not only the result of cross-departmental efforts, but it is also a more nuanced measurement of your annual revenue. The reason companies focus on NRR is because it’s much more meaningful than other revenue-based metrics.

Metrics 52

Metrics Measurement Customer Success eBook 52

Magellan Solutions

FEBRUARY 24, 2022

So it’s up to you to figure out how to measure them. Over 18488 customers and millions of dollars in increased client revenue, 3500+ efficient and enabled employees with a solution centric leadership all tell the story – A story of expanding possibilities. As you can see, both have good and bad things about them.

Social Media 40

Social Media B2B B2C Sales 40

Grade.us

JANUARY 7, 2019

Identify the delight, pain or sticking points of your prospect’s customers. Then gauge, measure and record the data. Run an introductory PPC campaign with a list of location-based queries (e.g. They may have followed your thought leadership for some time. Reach out to your client’s confirmed customer base.

Report 37

Report Retail Meeting Strategy 37