Customer Bliss

FEBRUARY 10, 2015

Competency #1: Honor and Manage Customers as Assets. Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base.

Chief Customer Officer 100

Chief Customer Officer eBook Metrics Leadership 100

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. Understanding Customer Experience.

NPS 170

NPS Measurement Effort Score Customer Experience 170

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.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

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.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

ClientSuccess

AUGUST 31, 2020

Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . The most successful customer success platforms are ones that offer unique solutions and insights for both customer success leaders and customer teams themselves.

Customer Success 105

Customer Success How To eBook Leadership 105

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. 3 Steps to Creating a Renewal Process and Retention in Your Customer Base.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Gainsight

NOVEMBER 15, 2021

Broadly, everyone keeps an eye on the bottom line, but each department prioritizes its specific performance metrics. The reason companies focus on NRR is because it’s much more meaningful than other revenue-based metrics. Gross Revenue Retention (GRR), for example, only measures the customers who renewed their existing purchase.

Metrics 52

Metrics Measurement Customer Success eBook 52

ChurnZero

JANUARY 10, 2022

If you’ve gotten customer feedback , for example, and you want to look over it to identify pain points, recruit a cross-functional team to help you review the data. You’ll be able to put together much more efficient internal workflows and define responsibilities and metrics. Avoid Overloading Onboarding Customers.

Metrics 98

Metrics Customer Success eBook Training 98

ClientSuccess

OCTOBER 8, 2019

Success isn’t based on “we think” or “we feel”. It’s based on data. And to get good data, you have to have good metrics in place. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. 1: Customer Retention Rate. 2: Churn Rate.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

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

TeamSupport

AUGUST 24, 2018

If the number of tickets you are receiving is consistently dwindling, it’s time to boost retention efforts because you likely have a large amount of silent dissatisfaction among your customer base. 2) First contact resolution rate – One major cause of unhappy customers is when they don’t feel like their voice matters to your company.

Customer Service 71

Customer Service Self Service Poor Customer Service eBook 71

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. Your Presenters.

Metrics 40

Metrics Customer Success eBook Culture 40

BirdEye

APRIL 20, 2023

An effective way to increase interest is to offer prospective customers a lead magnet , such as an eBook with valuable information they can’t find elsewhere. You can offer free product samples, exclusive deals, or even points if you’re running a customer loyalty program to get them to refer more people.

Social Media 98

Social Media Multi-Channel Metrics Effort Score 98

OpinionLab

MAY 15, 2018

The result is feedback that may not truly represent the views of the broader customer base. Assess customer needs across all VoC sources. To understand the entire customer journey, you need to assess customer needs across all VoC sources. Employ a variety of CX metrics to collectively track desired outcomes.

Metrics 79

Metrics Contact Center Measurement Analysis 79

ChurnZero

AUGUST 28, 2020

To hear exactly what the experts had to say on how to crush onboarding, download the full eBook. Interview customers to identify their effective and affective needs and pain points. Recruit cross-functional team members to review customer feedback, map internal workflows, and define responsibilities and metrics.

Customer Journeys 59

Customer Journeys eBook Customer Success Metrics 59

SurveySparrow

APRIL 11, 2021

Lead Scoring: In this, you assign points to leads based on specific parameters. The points are to indicate the leads that are closest to becoming your customers. Based on the points assigned, you will have a clear understanding of what to do with the lead at this point. These are also referred to as engagement metrics. .

Strategy 98

Strategy How To Effort Score Social Media 98

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. How to calculate Customer Lifetime Value. What about a conference you already know this customer will be perfect for? Ready to Learn More?

How To 59

How To eBook Case Study Metrics 59

ClientSuccess

JANUARY 30, 2023

Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization. This blog post will discuss three metrics to consider when evaluating your customer success team size.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

Gainsight

DECEMBER 4, 2023

What metrics should you track? How do you put Customer Success at the core of your business? Learn more in our ebook Creating a Company-Wide Culture of Customer Centricity. Attracting new customers is approximately five times more expensive than growing revenue from existing customers. Where do you start?

eBook 52

eBook Roadmap Metrics Healthcare 52

Playvox

APRIL 21, 2023

Providing different channels as contact methods without monitoring for performance or quality means the customer experience could suffer in those channels without you even realizing it. For example, if your customer service center is still using voice KPI standards to evaluate agents’ performance in chat, you’re probably misjudging it.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Centercode

APRIL 9, 2019

Given the need for organizations to validate new products with their broadening customer base, testing methodologies need to evolve as well. Want to learn more about modern practices for collecting customer feedback? Read about the basics of Customer Validation and unlocking the potential of beta testing in our new ebook.

Technology 68

Technology eBook Return on Investment Feedback 68

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. Remember to keep it focused on the right metrics. As a contact center leader, the top agents you hire, train, and manage are the clutch players.

Contact Center 88

Contact Center Gamification Measurement Training 88

ClientSuccess

JUNE 2, 2017

Request the recorded webinar here: The Customer Success Maturity Maturity Model. Dave Blake is Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Company eBook Customer relationships 52

Gainsight

MAY 3, 2022

Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. By doing so, you reveal more product value and inspire your customer base to invest more money in your product.

Handbook 52

Handbook Roadmap User Experience Metrics 52

OpinionLab

MAY 15, 2018

The result is feedback that may not truly represent the views of the broader customer base. Assess customer needs across all VoC sources. To understand the entire customer journey, you need to assess customer needs across all VoC sources. Employ a variety of CX metrics to collectively track desired outcomes.

Metrics 60

Metrics Contact Center Analysis Measurement 60

CSM Magazine

FEBRUARY 6, 2019

With the consumer journey now favouring omnichannel touchpoints, strategies must act on key metrics whilst still lowering the cost of every interaction. Call tracking makes it possible to monitor exactly which online marketing channels are driving phone calls and customers to your business.

Customer Service 51

Customer Service eBook Omni-Channel Social Media 51

OpinionLab

OCTOBER 24, 2017

The first action you should take before making any changes is to create a collection of baseline metrics assessing the overall success of your site at any given time. Direct customer feedback – When customers provide feedback in a format you’ve requested (e.g. Step 2: Create a website redesign baseline.

How To 94

How To Comparison Omni-Channel Measurement 94

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Gainsight

MARCH 29, 2019

Standardizing more metrics. CS is real, it’s here to stay, and part of that evolution means moving away from ad hoc metrics. When you can benchmark yourself against a broader base of comparable organizations using the same metrics calculated the same way, you can build a much more solid base for incremental improvement.

eBook 55

eBook Metrics Customer Success Innovation 55

Gainsight

DECEMBER 15, 2021

Here are the five ways the 10 New Laws of Customer Success will add value for your business and help you reach your goals over the next 10 years. . New Value-Driven Metrics. You will see it in the way customers talk about the product. Additionally, you’ll have an easier time marketing to new customers.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. When a customer leaves, it’s known as churn. Benefits of a Customer Retention Strategy.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

PeopleMetrics

FEBRUARY 4, 2015

To make customer-centric decisions on a broader scale, you can analyze your customer feedback in aggregate. Aggregate customer data allows you to spot trends and see the effects of your customer experience efforts on your customer base. It makes “the customer” tangible. (To

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48

Gainsight

SEPTEMBER 1, 2022

To reduce these risks, look at business metrics, such as Net Promoter Score (NPS), customer lifetime value (CLV), and annual recurring revenue (ARR). Add behavioral analytics to your business data for a more nuanced look at where customers are engaging. Which product features are most tied to your business metrics?

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

ProProfs Chat

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. In case you notice the ratings of an operator hitting less than three, you should: Look into their chat history with the customers.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

Wootric

JULY 27, 2018

If you’re unfamiliar with NPS, here’s a quick rundown: Net Promoter Score (NPS) is a customer loyalty metric between -100 and 100 that captures the propensity of a company’s customers to attract and refer new business or/and repeat business. It is a model that ties a corporation’s bottom line to customer happiness and loyalty.

Net Promoter Score 66

Net Promoter Score NPS Industry Effort Score 66

Gainsight

APRIL 5, 2022

Losing touch with the customer base is easy to do as products grow. Without consistently gauging user sentiment and behaviors, new products may fall out of step with your customers. PX makes it easier to align your products with users in two key ways: You can rally around user-based metrics. Users are forgotten.

Company 52

Company Multi-Channel Roadmap Analytics 52