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. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

ClientSuccess

DECEMBER 21, 2021

After all, even if sales are through the roof, if customers aren’t satisfied, the business likely won’t last. However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Effort Score ROI 62

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. More than half raised hands for sales and the CRO, and when asked if they felt the relationship with product teams could be enhanced, even more hands shot up.

Sales 107

Sales Marketing Sports Customer Journeys 107

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Why should businesses analyze CX metrics? NPS, CSAT, CES.it Think about it.

Metrics 117

Metrics Analytics Feedback Effort Score 117

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 200

Metrics Company Net Promoter Score NPS 200

CSM Practice

FEBRUARY 8, 2023

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. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies.

Metrics 52

Metrics Net Promoter Score Advertising Customer Success 52

Integrity Solutions

MAY 12, 2020

With leaner sales organizations, your sales enablement strategy has to step up and be a valuable contributor to the organization. In many organizations, revenue has “fallen off a cliff,” as one sales leader put it, and companies are looking at where they can make cuts and recapture lost momentum.

Sales 123

Sales Strategy Tools Metrics 123

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.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Financial data (sales, churn, etc.) You can still register to watch the replay.)

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Here is an easy step-by-step process that will help your organization streamline its customer insight process, basis the learnings of the webinar.

Analytics 208

Analytics How To Analysis Feedback 208

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Here is an easy step-by-step process that will help your organization streamline its customer insight process, basis the learnings of the webinar.

How To 208

How To Analysis Feedback Innovation 208

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Financial data (sales, churn, etc.) You can still register to watch the replay.)

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Financial data (sales, churn, etc.) You can still register to watch the replay.)

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

How To 260

How To ROI Net Promoter Score Measurement 260

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?” We took the results of this collaboration and created a webinar to help disseminate the results.

Metrics 41

Metrics Customer Success eBook Culture 41

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

Customer Retention 59

Customer Retention Customer Success Loyalty Software 59

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. 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. Overlapping metrics between customer success and product.

Metrics 40

Metrics Customer Success eBook Culture 40

RapportBoost

OCTOBER 20, 2018

Heidi Rote is a recognized expert in contact center management and inside sales, having been named to the 1st Annual ICMI Movers and Shakers list this year in the “Customer Experience Leaders” category. ” Registration information for the webinar can be found at [link]. About RapportBoost. RapportBoost.AI RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Analysis 70

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. CSM & Product’ Is the New ‘Sales & Marketing’. How to Calculate 6 Key Customer Success Metrics. This blog post covers the six metrics every Customer Success professional needs to know.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Gainsight

NOVEMBER 21, 2022

Master These Metrics . To these ends, here are three metrics that every SaaS PM must know as readily as they do the emoji panel in their Slack channels: Metric #1: CAC. CAC stands for customer acquisition cost, or how much you’re spending on sales and marketing to gain a new customer. Metric #2: GRR. Learn More.

Metrics 52

Metrics Management Measurement Sales 52

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

QuestionPro Audience

MARCH 13, 2017

When it comes to eCommerce, online sales are projected to reach $523 billion in the next 5 years, up by 56% from the previous year. Join us for our upcoming webinar, as we look at other factors that have a direct impact on data quality. Amazingly, eCommerce in many emerging market is still in its infancy.

Survey 255

Survey Data How To Ecommerce 255

ChurnZero

JANUARY 20, 2022

Rod Cherkas, CEO of HelloCCO, joined us for a webinar to share his approach to ensure your Customer Success team stays ahead of your company’s growth. Using HelloCCO’s Post-Sale SCALING Framework, Rod breaks down how you can anticipate future needs, evaluate opportunities, and prioritize your strategic initiatives.

Sales 52

Sales How To Net Promoter Score Metrics 52

Think Customers

SEPTEMBER 21, 2021

Marketing and sales teams have traditionally had two separate objectives in most organizations: the marketing team works to get leads and fill the top of the funnel, while the sales team focuses on the bottom of the funnel and closing those leads. Lead prioritization is another people-based way brands can boost sales.

Sales 52

Sales Marketing Contact Center CRM 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. General business metrics are important as well, so you can tie your activities back to overall company goals. The Monthly Active Users (MAU) metric measures the number of different users who open your product within a 30 day period. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management How To 65

Vonage

JANUARY 5, 2016

Metrics, metrics, metrics! In a recent webinar I hosted on “What to measure in customer service,” Forrester Research analyst Art Schoeller talked about what is the right strategy, the right approach to building out a hierarchy of metrics for managing our customer service contact center operations.

Measurement 96

Measurement Sales Contact Center Metrics 96

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. How do you determine what revenue metrics your CSMs prioritise? Does this mean that your CSMs should be hitting the phones to make cold calls and prospect along with your Sales Reps?

Customer Success 52

Customer Success ROI Metrics Sales 52

Gainsight

JUNE 13, 2024

It may not fit the exact definition your Product, Sales, and Marketing teams use, but the similarities between your academy and your actual product are abundant. Now, think about how your Product, Marketing, and Sales teams promote your product to customers and prospects—emails, social media, internal enablement, and in-app notifications.

Social Media 52

Social Media Course Case Study Chief Customer Officer 52

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! If the top CS leader reports into Sales, it’s a little bit of a harder discussion because the Sales leader will want to ultimately own the overall revenue.

Roadmap 52

Roadmap Customer Success Feedback Report 52

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. View the recorded webinar: Request the Recorded Webinar.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

BirdEye

MARCH 29, 2024

Here are a few tactics to help you get the most from your time on Zillow Premier Agent: Fully complete your profile, including past sales and client reviews, to build credibility. Networking, sharing valuable content, and engaging with these communities can lead to more leads, sales, and opportunities in the real estate industry.

Social Media 57

Social Media Tips Sales Advertising 57

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493