ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

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. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

TeamSupport

SEPTEMBER 7, 2018

A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. All companies make changes over time, including acquisition or bankruptcy, so don’t count on a single customer always being on your books. Inactivity or a decrease here can indicate trouble.

Customer relationships 136

Customer relationships Net Promoter Score eBook B2B 136

ClientSuccess

FEBRUARY 1, 2021

Many times, a platform that touts itself as ‘customer focused’ is only really effective for one specific part of the customer experience, such as onboarding or issue management. After all, your customers will ideally be around for a while, and any software you invest in should be able to manage all account stages.

Software 104

Software Customer Success Effort Score eBook 104

GetFeedback

FEBRUARY 15, 2019

After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you. This score can then be used as a baseline for customer sentiment. Putting a metric to customer happiness helps you focus your efforts on moving the needle. Audiences appreciate personalization.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ClientSuccess

JANUARY 4, 2019

Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Health Score Challenge—Customer Health Data Spread Out. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

Comm100

OCTOBER 8, 2016

For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. Give customers one-on-one attention. What retention strategies have helped you develop meaningful customer relationships?

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. eBook: 5 Ways To Surprise & Delight Your Customers.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Customer data needs to flow to frontline employees and tools, like a company CRM, via an application programming interface (API). CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

Team Support

SEPTEMBER 6, 2022

Most businesses fail to be centered on their customers, and with all likelihood, your B2B business is also coming up short in the customer centricity race. 86% of customers are willing to pay more for a better customer experience. Why your business isn’t customer centric. Don’t aim only for better metrics.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

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. Understanding customer onboarding speed. So, what is customer onboarding speed? eBook: How to Nail Your Onboarding Process.

eBook 76

eBook Metrics NPS Training 76

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 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. Put These SaaS Onboarding Best Practices to the Test.

Metrics 98

Metrics Customer Success eBook Training 98

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story.

Metrics 40

Metrics Net Promoter Score Effort Score Customer Experience 40

Team Support

FEBRUARY 18, 2022

Each of these pillars are purpose-built to provide B2B businesses the necessary framework to ensure great customer support and customer success. Know – analytical relationships over reliance on single metrics.

B2B 105

B2B eBook Sales Customers 105

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.

Customer Success 62

Customer Success Management eBook Metrics 62

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Customer Success 64

Customer Success eBook Metrics Measurement 64

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Rely on metrics to gauge success. . It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 19, 2022

Onboarding: Onboarding is one of the most important stages of any customer relationship because it sets the tone for your entire partnership moving forward. Business Review: Business reviews are the ideal time to review what’s been working throughout a customer partnership and to identify where there are opportunities for improvement.

eBook 77

eBook Resources Tips Metrics 77

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

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Learn more about building customer loyalty in this ebook. 3 Steps to Putting Your Customer First This Year.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

NOVEMBER 2, 2022

But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Are NPS scores taking a dip?

Customer Retention 70

Customer Retention Tips Effort Score eBook 70

ClientSuccess

DECEMBER 7, 2020

Now that the role and importance of a customer success manager is more important than ever before, many organizations are looking to invest time and resources into customer success teams. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores.

Software 65

Software Customer Success eBook Metrics 65

Team Support

FEBRUARY 18, 2022

Each of these pillars are purpose-built to provide B2B businesses the necessary framework to ensure great customer support and customer success. Know – analytical relationships over reliance on single metrics.

B2B 98

B2B eBook Sales Customers 98

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Rely on metrics to gauge success. . It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ChurnZero

NOVEMBER 9, 2021

Communication skills, or other soft skills like patience and empathy, are also integral to the success of your customer-facing teams. They’ll help your employees ensure that customer interactions stay positive, and it can help strengthen the customer relationship.

Company 97

Company Customer Experience Survey eBook 97

ClientSuccess

APRIL 28, 2021

If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM. Here are a few ways to proactively avoid being ghosted by customers: 1.

How To 64

How To eBook Metrics Customer relationships 64

ClientSuccess

JULY 27, 2021

For decades, companies were foundationally built around new customer sales and logos, leaving customer relationship building a secondary effort. Today, many companies are entirely focused on delighting customers first and foremost, bringing c-level attention to operations, metrics, and outcomes.

Customer Success 64

Customer Success Effort Score eBook Trends 64

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

FEBRUARY 22, 2023

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. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

OCTOBER 12, 2020

Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement. You can learn more about proactive customer success with these other resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

ClientSuccess

SEPTEMBER 27, 2018

When customers come first across the entire organization, the overall way team members think about the solutions offered, the messaging used, and the processes in place are sure to change and evolve. Establishing Strong, Company-Wide Relationships Early on in a Vendor Partnership. The Four Fold Mission of Customer Success.

Trends 74

Trends Customer Success Effort Score ROI 74

ClientSuccess

OCTOBER 26, 2020

, it’s important to have documented steps of what is needed from each individual participating – both for those leading the customer success QBR as well as those presenting. What numbers/metrics should be known? What is the format of the Customer Success QBR and what tools will be used? What reports should be pulled?

Customer Success 74

Customer Success Sales eBook Metrics 74

Kustomer

JUNE 6, 2023

Customer trends are constantly shifting based on the needs and wants of the modern buyer, but solving issues promptly, personalized customer service, embracing digital technology and proactive support are key customer service expectations that dominate CS in the financial services industry.

Financial 98

Financial Company Customer Service Tips 98

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. CSMs can focus on quick, game-time updates that address immediate customer needs with real-time data. The Customer Satisfaction Score is a metric that addresses both strategic data uses. .

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

ClientSuccess

JUNE 15, 2021

Here are three reasons a customer success platform is essential to long-term company success: Customer lifecycle planning: One of the critical parts of building long-term customer relationships is having a plan in place for how you want your customers to grow. Toolkit: Team Leadership Toolkit.

Customer Success 52

Customer Success Company eBook Customer relationships 52