Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. Understanding Customer Experience. Customer experience (CX) is not a singular event, but the compounded impact of all touch points a customer encounters in their journey.

NPS 170

NPS Measurement Effort Score Customer Experience 170

ClientSuccess

JANUARY 3, 2023

Asking the Right Questions Leads to Happier Customers. 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. Customer Success as a Culture: Customer Success Leaders Edition.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

ClientSuccess

FEBRUARY 27, 2018

Here is a brief playbook on how customer success teams can define customer handoff and streamline the customer success journey between departments. Align Handoffs, Data Collection, and Success Metrics Between Departments. First, it’s imperative to align departments across the entire customer journey.

Customer Journeys 40

Customer Journeys Metrics eBook Case Study 40

ClientSuccess

JUNE 13, 2017

In this first blog of a two-part series, we will explore 4 major calculations (that can also be found in our latest ebook) for determining customer health, which can be thought of in pairs of two, with each set containing a “positive” measurement and a “negative” measurement. Some refer to this metric as Dollar Revenue Retention (DRR).

Measurement 43

Measurement eBook Metrics Customer Retention 43

ClientSuccess

MAY 8, 2019

This can help you serve the customer at scale. Use your skill set as a CS team to deliver more appropriate experiences; anticipate the needs of your customers. This will increase your customers’ confidence in the relationship, and in turn your company’s ability to deliver an exceptional customer success experience.

Customer Success 56

Customer Success Management Self Service eBook 56

ClientSuccess

DECEMBER 27, 2022

Implement a real-time feedback loop to ensure that customers’ needs are being met. Utilize analytics and metrics to measure customer success and identify areas for improvement. Customer Success as a Culture: Customer Success Leaders Edition. Blog Posts: 3 Keys to Restoring Customer Confidence.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ClientSuccess

NOVEMBER 21, 2017

Sometimes, a customer going dark is bigger than a vendor relationship or engagement metrics. As a CSM, you should strive to be aware of any customer issues or big-picture problems. Is something going on internally at a customer organization? Take a deeper look at the metrics. Do your research.

Engagement 50

Engagement Metrics eBook Customer Success 50