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. Customer Success Health Metrics. Support Tickets.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

Gainsight

JULY 12, 2023

Key Responsibilities Invent and tune CS programs to impact critical metrics such as Net Revenue Retention (NRR), Customer Lifetime Value (CLV), Cost-to-Retain Customers (CRC), and Cost-to-Expand Customers (CEC). Apply this knowledge to shape the future of our customer success function, driving innovation and thought leadership.

eBook 52

eBook Leadership Omni-Channel Innovation 52

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

Contact Center 21

Contact Center eBook Metrics Customer Satisfaction 21

ClientSuccess

AUGUST 31, 2020

Your customer success department – as well as your organization’s executive leadership – understands that customer success managers need more visibility and insight into account activity in order to make the best decisions for customers, which is where your new customer success platform comes into the picture.

Customer Success 105

Customer Success How To eBook Leadership 105

ClientSuccess

APRIL 30, 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 financial metrics. Customer Success Financial Metrics.

Financial 46

Financial Metrics Customer Success eBook 46

Playvox

FEBRUARY 13, 2024

Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader. Remember to keep it focused on the right metrics. Gamification elements, such as leaderboards and badges, encourage consistent effort toward the most important metrics.

Contact Center 88

Contact Center Gamification Measurement Training 88

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. Success isn’t based on “we think” or “we feel”.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. eBook: Ultimate Guide to Customer Success Metrics. Toolkit: Customer Success Metrics Toolkit. How to calculate Customer Lifetime Value.

How To 59

How To Metrics Case Study eBook 59

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

Contact Center 20

Contact Center eBook Metrics Customer Satisfaction 20

Customer Bliss

FEBRUARY 10, 2015

With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. The role of the Chief Customer Officer is to bring leaders together to establish Customer Asset Metrics and customer growth behaviors they will stand behind as a united leadership team.

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Chief Customer Officer eBook Metrics Leadership 100

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics. Ultimate Guide to SaaS Customer Success Metrics.

Leadership 40

Leadership Customer Success eBook Culture 40

PeopleMetrics

SEPTEMBER 17, 2015

What are the metrics we’re watching? Emotional intelligence is a powerful leadership tool. Customer experience leadership is a complex challenge, but it centers on a simple premise: you must deliver on the promises you make as a company. Get this free ebook to learn how to improve the early stages of your customer experience!

Leadership 48

Leadership Customer Experience Customer Centricity eBook 48

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Leadership. Customer Success Leadership. Retention Attention: Metrics and Best Practices That Up Your Retention Game. Bookmark this list and get through it bit by bit. Launching Customer Success.

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Resources Customer Success eBook Multi-Channel 111

ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. This is also a great metric for your support team to monitor. The verdict? Want to learn more?

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eBook Metrics Call Center NPS 79

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. The API can serve as a catalyst for automated actions based on metrics like lead score. They may look at the metric every quarter, but few act on it. This is part 3 in a 5-part series. CX Lags Behind. Like many companies, we collect NPS scores from customers.

Data 98

Data Net Promoter Score NPS Effort Score 98

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. You can learn more about gathering and using customer data with these additional resources from ClientSuccess : Webinar: Guide to Customer Success Metrics. eBook: Ultimate Guide to Customer Success Metrics.

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eBook Metrics NPS Measurement 77

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics Customer Success Culture eBook 41

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. This metric measures the time it takes for a new customer to complete the onboarding process. eBook: How to Nail Your Onboarding Process.

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eBook Metrics NPS Training 76

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Metrics 40

Metrics Customer Success eBook Culture 40

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Work to continuously monitor specific issues, and their impact on key metrics.

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eBook Fashion Social Media Metrics 52

ClientSuccess

JUNE 15, 2021

All customer success metrics in one place: Managing long-term customer relationships cannot be done without data to support key strategic decisions. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Team Leadership Toolkit.

Customer Success 52

Customer Success Company eBook Customer relationships 52

Customer Bliss

FEBRUARY 17, 2015

Drive accountability metrics and compensation around the reduction and resolution of issues. Make reliability performance part of the ongoing leadership talk track. Assign accountability for the resolution of issues with high feedback counts.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Rely on metrics to gauge success. . eBook: 5 Ways to Surprise and Delight Your Customers.

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Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

MARCH 16, 2022

Track data and metrics as early as possible in the process for accurate data down the road. . Don’t wait for your customer to be fully implemented and use your product or solution to track customer success metrics. eBook: Ultimate Guide to Customer Success Metrics. Toolkit: Customer Onboarding Toolkit.

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eBook Metrics Customer Success Meeting 71

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Rely on metrics to gauge success. . eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. But your service center can’t afford to tip the scales in the other direction.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. The Customer Satisfaction Score is a metric that addresses both strategic data uses. . Department leaders and executives can also use this metric to understand how one or multiple customer accounts are doing.

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

ClientSuccess

NOVEMBER 9, 2022

With numbers and metrics guiding strategic decision-making, operations resources can help CSMs identify red flags, create targeted action plans for customers, and even predict issues before they occur. eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Customer Success Metrics Toolkit.

Customer Success 68

Customer Success eBook Resources Metrics 68

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. The Tester Engagement Pocket Map.

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eBook Case Study ROI Roadmap 75

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Sentiment: One of the oldest customer success metrics in the books, capturing customer sentiment early and often in your customer relationships can ensure your team is always on top of sentiment changes and issues.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Work to continuously monitor specific issues, and their impact on key metrics.

eBook 40

eBook Fashion Social Media Metrics 40

ClientSuccess

OCTOBER 4, 2022

While process improvement solutions make it easier for CSMs to track and manage their workload, customer success-specific platforms are also designed to track detailed data and metrics specific to customer engagement and satisfaction. eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Software 52

Software Customer Success Case Study eBook 52

BirdEye

AUGUST 28, 2020

Get accountability from leadership. Make sure that the relevant team leaders are aware of the changes they need to make and the metrics you’re using to measure performance. It’s important that employees at all levels understand the importance of the metrics so that they’re motivated to hit the targets.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. Learn more about building customer loyalty in this ebook. Take a proactive approach to problem-solving before issues arise. Regularly monitor customer performance and identify opportunities for improvement. Develop a continuous learning mindset to stay ahead of the competition.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

FEBRUARY 22, 2023

The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores. This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

JANUARY 3, 2023

Every business should have an understanding of customers’ needs that not only stays up-to-date with changing preferences but also goes beyond basic metrics such as loyalty and satisfaction. Asking the Right Questions Leads to Happier Customers. Asking the right questions is essential in gaining a comprehensive understanding of your customers.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81