4 Metrics for Measuring Live Chat Success
GetFeedback
FEBRUARY 14, 2019
If you’re ready to measure your live chat customer success, consider the following four metrics to identify your strengths and areas of improvement.
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
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Why SaaS Leaders Should Outsource Their Customer Success Program
BlueOcean
FEBRUARY 14, 2024
When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?
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4 Metrics for Measuring Live Chat Success
GetFeedback
FEBRUARY 14, 2019
The real hard part is measuring your live chat’s success. At GetFeedback, we use four metrics to measure the performance of our live chat support. These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team. Stick with it.
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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.
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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4 Metrics for Measuring Live Chat Success
GetFeedback
FEBRUARY 14, 2019
If you’re ready to measure your live chat customer success, consider the following four metrics to identify your strengths and areas of improvement.
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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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The MOST Important Customer Success Metrics
ClientSuccess
DECEMBER 21, 2021
Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.
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The MVPs of Customer Success Metrics (Most Valuable Performance Indicators)
ClientSuccess
FEBRUARY 8, 2023
There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.
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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. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. Dave has a long and tenured history serving in roles including CMO, and later, CEO.
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Is the Net Promoter Score Metric Outdated?
Retently
OCTOBER 16, 2023
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The key takeaway?
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. A huge part of how customer success collects intel and feedback from customers is by talking with them.
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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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98 Customer Success Metrics—4 Categories to Measure Customer Success Performance
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.
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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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A Guide to NPS for Brand Management and Customer Success Consultants
Retently
MAY 26, 2023
If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.
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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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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4 customer onboarding metrics that SaaS companies should measure!
CustomerSuccessBox
MARCH 11, 2019
Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? Time to Value. And time is precious for everyone.
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How Customer Success teams can nail their renewal forecast
ChurnZero
MAY 25, 2023
Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. Below are recommended metrics to consider.
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. It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc.
Optimizing the Customer Journey with Digital CS Metrics
Gainsight
MARCH 9, 2022
In the world of Customer Success, metrics often tell the story. And based on those metrics— and their intimate knowledge of their customers’ businesses—Customer Success Managers (CSMs) are able to craft strategies that improve the customer experience. Prioritizing Customer Journey 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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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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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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5 Customer Success KPIs You Should Measure in 2022
CustomerSuccessBox
DECEMBER 9, 2021
This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).
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The Customer Success Index EMEA 2023: Customer Success Enters Its Mature, Strategic Era
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.
The Customer Success Index EMEA 2023: Customer Success Enters Its Mature, Strategic Era
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.
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 User Adoption Metrics That Matter for Your Customer Success Team
Totango
FEBRUARY 28, 2019
Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.
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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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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!
Unleashing the Full Potential of Customer Success: A CSMs’ Perspective
Gainsight
MARCH 26, 2024
As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. There are many different ways to measure customer health , and many disparate sources of information.
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.
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.
Why Measuring Emotional Value is So Crucial?
Feedbackly
JUNE 21, 2023
It can give businesses an accurate projection of how customers perceive their brand and make necessary improvements to attract and retain customers. The Emotional Value Index (EVI®) is the metric used to measure EE. Now, why is measuring EVI® crucial? How do your customers perceive it?
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Differentiating Customer Success and Support
ClientSuccess
FEBRUARY 22, 2023
Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.
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