Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. Customer Success Metrics: Customer Health Score.

Metrics 132

Metrics Net Promoter Score Customer Success NPS 132

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

DECEMBER 15, 2021

When the responsibilities of Customer Success are confined to a single department, your Customer Success efforts become like a drop in the ocean. Customer Success should ripple out from the Customer Success team through other departments. Customer Success Software & Sales.

Software 98

Software Sales Customer Success Marketing 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. Customer Health. Simply put, churn are the customers that you lose. Expansion revenue can have a big impact on your SaaS metrics and your bottom line.

Metrics 76

Metrics Customer Success Effort Score Net Promoter Score 76

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 164

Customer Success Net Promoter Score Customers Customer Retention 164

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. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Metrics 98

Metrics Course Customer Success NPS 98

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey.

Sales 90

Sales NPS Customer Success Customer Journeys 90

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Trends Chatbots Leadership 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

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

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Sales 71

Sales Customer Success Communication Leadership 71

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why.

Customer Success 98

Customer Success NPS Net Promoter Score Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why.

Customer Success 97

Customer Success NPS Net Promoter Score Metrics 97

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isn’t merely a theory.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

ChurnZero

FEBRUARY 25, 2022

By investing in Customer Success from the start, startups can build loyal and engaged customers who ultimately become brand advocates. Jennifer Chiang author of “The Startup’s Guide to Customer Success,” joined us to share how Customer Success can help you as you scale your startup.

Customer Success 96

Customer Success Metrics Sales Course 96

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.

Metrics 98

Metrics Customer Retention Course Customer Success 98

ProProfs Chat

APRIL 17, 2020

And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Metrics Customers Trends 97

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC?

Customer Success 98

Customer Success Metrics Consulting Training 98

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

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

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

Gainsight

MARCH 7, 2022

Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. . And now, we’re seeing more and more companies recognize that neither team can drive success by themselves.

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 101

Customer Success Customer Centricity Customer Satisfaction B2C 101

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Invest in operations to dial in CS metrics and methods . This is critical.

Customer Success 105

Customer Success Management Marketing Analytics 105

Amity

JUNE 28, 2016

Around the end of each year, something weird happens to B2B marketers: they all tend to drop their usual hats in exchange for a crystal ball and as a result, the marketing world is flooded with posts about what to expect for the next year in trends. Enabling the Sales Team. Driven by data. Outbound Returns.

B2B 51

B2B Trends Customer Success Infographics 51

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. It also sought to understand the major trends of customer health scores. Who Is Using a Customer Health Score?

Trends 64

Trends Industry ROI Customer Success 64

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights.

Resources 52

Resources Customer Success eBook Healthcare 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. . Touch points.

Customer Success 108

Customer Success Net Promoter Score Effort Score CRM 108

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Conference 98

Conference Customer Success Leadership Sales 98

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

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success NPS Touchpoint 115

CustomerSuccessBox

APRIL 12, 2022

While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business.

Customer Success 52

Customer Success Customer Journeys Net Promoter Score Effort Score 52