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.

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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: 3: Net Promoter Score (NPS). Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product.

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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. Financial Metrics. Health Metrics.

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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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ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. Otherwise known as the NPS question, this is a great question to ask your customers while on a call to give them the space to discuss as a group and ask any follow-up questions. eBook: Ultimate Guide to Customer Success Metrics.

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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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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. Spotlight on ServiceChannel: Lessons As They Garner a 50% NPS Response Rate.

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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.

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ClientSuccess

JANUARY 3, 2023

To measure this, many businesses use a Net Promoter Score (NPS), an index ranging from -100 to 100 that indicates customer loyalty and overall satisfaction with your offering. At the end of the day, a customer’s willingness to refer your company or product speaks volumes about their satisfaction.

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ClientSuccess

NOVEMBER 2, 2022

Go beyond just conceptualizing this information by tracking detailed metrics and data points to build a holistic picture of customer satisfaction and health. Are NPS scores taking a dip? eBook: 5 Ways To Surprise & Delight Your Customers. What about product usage rates? Toolkit: Churn Management Toolkit.

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ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. 4 NPS Challenges to Consider and How to Navigate Around Them. Here are 4 things customer success teams should keep in mind as it pertains to NPS: 1. Low Response Rate.

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ClientSuccess

JANUARY 4, 2021

During this stage of the customer journey, CSMs can use different metrics like NPS and SuccessScore to monitor account health and then work with account managers to forecast and prepare for these critical checkpoints. eBook: Implementing Customer Success. Webinar: The Customer Success Maturity Model.

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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.

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ClientSuccess

MARCH 2, 2021

CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . While the reporting structure of an AE and a CSM depends on the specific organization, the roles typically leverage department-specific metrics to track success.

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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.

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ClientSuccess

AUGUST 14, 2019

Make sure outside client metrics are clearly defined for all CSMs, if applicable. . Sometimes, CSM compensation plans involve account metrics that fall outside the typical revenue-generating numbers like renewal or expansion. Customer Success Resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

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ClientSuccess

DECEMBER 12, 2022

Of course you’ll still want to track other initiatives (such as NPS or DELTs ) but focus the incentive program on those two areas of performance. Nevertheless, ultimately your business is expecting your CSMs to retain and expand your customer revenue so don’t beat around the bush and just measure them against those metrics.

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ClientSuccess

JANUARY 8, 2019

Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) All customer success teams track some sort of satisfaction score, whether through the Net Promoter Score (NPS) or surveys. In the end, however, declining satisfaction metrics are what should stand out the most. are Declining.

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ClientSuccess

SEPTEMBER 27, 2018

Gathering Critical Data and Metrics for Better Decision Making. This makes having real-time visibility into customer metrics (MRR, ARR, retention trends, etc.) Gone are the days of phone calls, mailed paper NPS surveys, customer spreadsheets, and post-it notes. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). You may have other key performance objectives you’d like your team to execute against (NPS, adoption goals, DELTs , quarterly team projects, etc.) and that’s just fine.

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Qualtrics

SEPTEMBER 23, 2019

Download eBook. Its NPS went up double digits, too, as a result. Problem 2: Our leadership is focused too much on the metrics and not enough on the ‘why’ behind them. ANSWER: Leverage storytelling to help leadership understand a more comprehensive story — one that goes beyond the metrics.

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ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. And be prepared to offer real numbers (additional revenue, increased engagement , and satisfaction) as part of your pitch; make sure your leadership understands the real value behind the vision. . .

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ChurnZero

NOVEMBER 30, 2018

This may seem a little bit adversarial from a leadership standpoint but, you want to be sure that you’re making the right call. Q: What are your favorite metrics to track when it comes to Customer Success? So, I’m a big fan of the customer dollar retention metric. A: Oh, baby there’s lots of them. ChurnZero Resource.

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ClientSuccess

JULY 5, 2017

Work with other CSMs and customer success leadership to manage large-scale accounts with automation and technology. Stay alert for any adoption red-flags or dips in usage to stay on top of satisfaction and retention metrics. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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GetFeedback

MAY 2, 2019

The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. We show you how to clearly tie your CX initiatives to ROI by figuring out the amount of revenue each issue is worth to the business in our eBook. Download your copy here.

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ClientSuccess

JULY 9, 2019

If we’re not deliberate about defining the purpose, responsibilities and metrics of the role, then the CSM / CS team often becomes the “catch all” role where anything related to client is pushed our way. What are the metrics that indicate a CSM has been successful in their responsibilities? Question 3.

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ClientSuccess

AUGUST 23, 2022

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), you know exactly how rapidly things change and how quickly new metrics pop up on the scene. How to use Customer Effort Score with your other customer success metrics. eBook: 3 Steps To Putting Your Customer First This Year.

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ClientSuccess

OCTOBER 12, 2022

How does it impact critical metrics like growth, renewal rates, and customer churn? Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells? eBook: CSM from the Trenches: Implementing Customer Success. Look at the bottom line . Start Here!

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ClientSuccess

AUGUST 10, 2022

Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. From NPS to churn rates to revenue retention to product usage rates, dozens of metrics can be used to develop KPIs for a customer success team. User feedback and NPS. The problem.

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ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. CRM, Support Tool, NPS/Survey Tool, Product Usage Tool, Email, Notes), making it difficult to achieve a clear 360-degree view without tons of manual work or even a group of customer data analysts (expensive). Product Usage.

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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?

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ClientSuccess

APRIL 6, 2021

Customer ‘success’ is measured by many different metrics. There is NPS, platform engagement, incident reporting – the list goes on. With so many metrics to track, it can be overwhelming to get a hard read on exactly where a customer is when it comes to sentiment. Toolkit: Customer Success Metrics Toolkit .

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ClientSuccess

JULY 1, 2019

CSMs center their careers on these metrics, but it can be difficult to convince other teams across your organization to measure their department’s success this way – and more importantly, align their priorities and metrics. . Finance: Net Promoter Score (NPS) of contract and legal process. associated with this new strategy.

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ClientSuccess

NOVEMBER 1, 2018

Set up strategic checkpoints with your customers to discuss satisfaction, NPS results, and possible expansion opportunities. Ensure customer success leadership has a strong relationship with the rest of the executive team in case red flags come up. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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ClientSuccess

FEBRUARY 1, 2021

Customer success teams use a variety of different measurements and industry data points to track success, from engagement rates to NPS scores. eBook: The Ultimate Guide to SaaS Customer Success Metrics. Does the platform offer a transparent look at all customer success activities? And finally, transparency.

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ClientSuccess

JULY 27, 2021

Today, many companies are entirely focused on delighting customers first and foremost, bringing c-level attention to operations, metrics, and outcomes. When your CEO has visibility into these key customer success metrics , the executive team can better forecast decisions and drive customer strategy.

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ClientSuccess

DECEMBER 7, 2020

A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores. Tracking multiple metrics and KPIs in one place. In addition to providing a single source of truth for your organization, a customer success platform also helps streamline account metrics and KPIs.

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