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.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. Net Promoter Score (NPS). Customer Health. Simply put, churn are the customers that you lose. Consider your NPS score your barometer of customer sentiment.

Metrics 76

Metrics Customer Success Effort Score Net Promoter Score 76

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score?

Metrics 89

Metrics NPS eBook Customer Success 89

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

CloudCherry

OCTOBER 30, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. They naturally gravitate to the role because they spend a lot of time talking with customers and they have an intimate understanding of what customers need. Customer experience comprises the entire customer journey.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. Before we get into benchmarks, let’s take a step back and review what NPS entails. NPS benchmarks.

Net Promoter Score 52

Net Promoter Score NPS Customer Success Effort Score 52

Retently

MARCH 16, 2022

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

Metrics 62

Metrics Effort Score ROI Policies 62

ChurnZero

AUGUST 25, 2021

Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. What is a Net Promoter Score (NPS)? How Do I Calculate My NPS?

NPS 98

NPS Net Promoter Score Customer Journeys Customer Satisfaction 98

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

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

Gainsight

APRIL 26, 2019

In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up. Customer Success 2010.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? So why should you care?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Gainsight

APRIL 15, 2022

But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! The only way you can save the day is to get customer success up and running quickly, with the organization’s support. Customer success is a team effort, more Avengers than Batman.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Team Support

SEPTEMBER 20, 2019

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work. 1) Customer Churn Rate - Loyal customers are the backbone of any business. This will get your ACV metric.

Metrics 60

Metrics Customer Success Net Promoter Score NPS 60

CSM Practice

FEBRUARY 8, 2023

So, how can SaaS platforms nurture customer loyalty, attract new subscribers, and maintain reliable revenue streams? 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. Start tracking metrics today!

Metrics 52

Metrics Net Promoter Score Advertising Customer Success 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

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

ClientSuccess

AUGUST 10, 2022

How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers.

Customer Success 78

Customer Success NPS eBook Metrics 78

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov.

Meeting 98

Meeting Customer Success NPS Customer Satisfaction 98

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics How To Effort Score Self Service 98

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. At Lumoa, we love NPS and widely recommend it to our customers.

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. Madhavi Bezwada, VP of Client Success at Waystar. The goal is then to use these insights proactively to build cross-collaborative nurture strategies that will promote customer satisfaction, retention, and growth.

Sports 93

Sports Leadership Customer Satisfaction Culture 93

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

ClientSuccess

MAY 24, 2022

As a customer success professional, you’ve likely heard many times about the Net Promotor Score (NPS). This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented.

Net Promoter Score 52

Net Promoter Score NPS Effort Score eBook 52

ClientSuccess

OCTOBER 12, 2022

As customer success departments have expanded in scope and role in recent years, customer success software has emerged as a critical investment for SaaS organizations looking to grow their bottom line, better support their customers, and set employees up for success. Look at the bottom line .

Software 76

Software Customer Success eBook Metrics 76

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

Amity

MAY 24, 2016

We hear you -- working in Customer Success is no small task. There is always plenty (and then some) to account for: Various customers to build relationships with -- resulting in various concerns to be addressed -- resulting in various solutions to offer (as each customer is unique and should be treated as such).

Leadership 84

Leadership Customer Success Customers Course 84

ChurnZero

AUGUST 25, 2021

Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. What is a Net Promoter Score (NPS)? How Do I Calculate My NPS?

NPS 52

NPS Net Promoter Score Customer Journeys Customer Satisfaction 52

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. Why should CSMs track product metrics?

Customer Success 52

Customer Success Metrics eBook NPS 52

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans.

Customer Success 126

Customer Success Management Metrics Effort Score 126

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

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Episode Overview.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

ChurnZero

JUNE 12, 2020

Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80