8 Key SaaS Customer Success Metrics & How to Measure Them
Help Scout
AUGUST 22, 2023
Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics. Read the full article
Customer Success How To Measurement Metrics 
11 Customer Service Metrics to Start Measuring
GetFeedback
AUGUST 16, 2018
Plus, it’s directly tied to revenue as it affects customer happiness and churn rates. But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics.
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Customer Success and finance: 8 metrics to build closer alignment
ChurnZero
JUNE 9, 2023
However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”
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How to Transform Customer Success Into a Profit Center with Metrics and Forecasting
ChurnZero
JANUARY 6, 2022
Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Not so much.
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Data-Driven Approach to Proving Customer Success
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.
The crucial nuance behind seven top Customer Success metrics for SaaS companies
ChurnZero
FEBRUARY 14, 2023
Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. It demonstrates how fast a company is growing.
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How to Sell Customer Experience to Your Organisation
Lumoa
JUNE 30, 2022
If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization.
How Customer Success Can Use Metrics to Better Engage Investors and Boards
ChurnZero
FEBRUARY 4, 2022
Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. This is a skill that every influential, self-aware leader knows how to do. What metrics do investors care about?
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How to Measure Customer Satisfaction
ProProfs Chat
NOVEMBER 9, 2021
Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach. And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A What is Customer Satisfaction?
20 quick insights on Customer Success and SaaS metrics with Dave Kellogg
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.
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8 Key SaaS Customer Success Metrics & How to Measure Them
Zonka Feedback
FEBRUARY 2, 2023
Long-lasting customer relationships are essential to ensure success of any business. And when we talk about SaaS businesses, it becomes even more necessary to ensure that your customers are successfully using your product. Because if they are not able to do so, it will directly impact your business.
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The Most Important Customer Success Metrics to Track and How to Improve Them
Totango
SEPTEMBER 18, 2020
Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. The 6 Key Areas of Customer Success Metrics.
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How to Achieve Company-Wide Customer Success with Guy Nirpaz
Customer Bliss
NOVEMBER 14, 2019
Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience.
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How to Bring Agile Innovation to Customer Success
Totango
DECEMBER 1, 2021
When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.
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Measuring Customer Experience: How to Collect the Right Data and Act on It
Totango
MAY 5, 2021
By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. How well the product meets their needs.
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How to Create a Customer Success Adoption Plan
Totango
FEBRUARY 11, 2020
This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. Adoption : The customer gets more and more value from the product.
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The Most Important Customer Success Metrics to Track and How to Improve Them
Totango
APRIL 5, 2019
Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. And with customer success metrics, you can measure whether your efforts are working.
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5 Customer Experience Metrics to Measure
Answer Dash
DECEMBER 7, 2019
A positive experience doesn’t just result in customer happiness but also leads to increased revenue. Let’s explore what customer experience means, and how to measure your key customer experience metrics. What’s Customer Experience? But cue the record scratch, because only 8% of customers agree.
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The crucial nuance behind seven top Customer Success metrics for SaaS companies
ChurnZero
FEBRUARY 14, 2023
Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.
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How to Be a Customer Success Ghostbuster
Totango
OCTOBER 27, 2021
Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. the “How it Started vs. How it’s Going” meme). How to Prevent Being Ghosted.
How to measure value realization
ChurnZero
APRIL 27, 2022
To positively and effectively influence all of these, you must be able to measure value realization. Learn how to measure value realization. Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. .
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Q&A recap: crash course in Customer Success and SaaS metrics with Dave Kellogg
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. all the metrics your CEO and CFO care about) and set the context for their usage. Key SaaS and Customer Success metrics you should care about.
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Customer Success Financial Metrics That Matter
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.
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Sales Training Metrics That Matter
Integrity Solutions
NOVEMBER 29, 2022
Here are the sales training metrics you should be using to measure your success. But even those sales and T&D leaders who’ve shifted to more effective models of sales development can still struggle with how to measure the success of their initiatives. How to Determine Sales Training Metrics.
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How to Measure the Effectiveness of Customer Health Scores
ChurnZero
JUNE 11, 2021
Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. But a customer health score is only as good as the sum of its parts. Do I Need More Than One Customer Health Score?
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Transforming Customer Success Into a Revenue-Generating Powerhouse
Gainsight
MARCH 12, 2024
This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. There are a lot of ideas being thrown around as to how this can be done. How do you determine what revenue metrics your CSMs prioritise?
How to structure a customer success team
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.
How to Be a Customer Success Ghostbuster
Totango
OCTOBER 27, 2021
Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. the “How it Started vs. How it’s Going” meme). How to Prevent Being Ghosted.
Customer Success Financial Metrics That Matter
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.
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Customer Success Financial Metrics That Matter
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.
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Customer Success Team Performance Metrics That Matter
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.
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Customer Success Team Performance Metrics That Matter
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.
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Reach, effect, ROI: Measuring the impact of your digital-led Customer Success program
inSided
AUGUST 20, 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. This week, it’s time to talk more about how to measure your digital-led program. Digital Customer Success is all about data. New week, new knowledge!
How To Score Customer Health
Gainsight
MARCH 16, 2022
On the other hand, a bad customer health score can indicate churn is on the horizon, as well as poor customer stories, or worse. Depending on how bad the situation gets, dark days could be in store for your organization. A New Way To Measure Customer Health Scores. Creating a Customer Health Scorecard.
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How To Measure Product Adoption Using Product Analytics
Gainsight
APRIL 7, 2022
Here’s how to measure product adoption using product analytics. Product adoption describes how a customer becomes aware of your product, makes purchases within your platform, and uses your tool. How To Measure Product Adoption. Metrics You Can Use To Measure Product Adoption.
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Measuring Customer Experience: How to Collect the Right Data and Act on It
Totango
OCTOBER 20, 2020
By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. How valued they feel as customers.
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How to Be a Customer Success Ghostbuster
Totango
OCTOBER 27, 2021
Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. the “How it Started vs. How it’s Going” meme). How to Prevent Being Ghosted.
The Top 5 Customer Onboarding Metrics and How to Leverage Them
Totango
APRIL 26, 2019
Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product. Why it Matters.
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Understanding the Customer Satisfaction Index and How to Measure It
Solvvy
OCTOBER 25, 2022
You can take various approaches to measure customer satisfaction levels. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. What Is the Customer Satisfaction Index?
How To Measure Customer Adoption
Education Services Group
APRIL 23, 2019
If they’d had a Customer Success team, they could have reached out to you to see how things were going. We all know that product adoption is important, but the actual metrics you should be keeping an eye on are often neglected. How will you measure adoption? Why Do You Need To Measure Adoption?
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How to make a Customer Success Dashboard that Works
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.
What is customer success?
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.
Where do you stand?: Five hot topics of debate in Customer Success
ChurnZero
MARCH 24, 2023
The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.
Where do you stand?: Five hot topics of debate in Customer Success
ChurnZero
MARCH 24, 2023
The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.
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