Measuring Customer Success

Best practices and tips to help measure Customer Success.

  • [Infographic] A Quick Guide to Customer Data

    [Infographic] A Quick Guide to Customer Data

    In order to activate and leverage customer data for success, you need to start by collecting the right data. The customer data you collect and leverage has a great impact on the success of your team.

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  • 7 Strategies to Benchmark SaaS Customers to Success

    7 Strategies to Benchmark SaaS Customers to Success

    The comparative insights from customer benchmarking motivate customers to make changes that produce better outcomes with their solutions and helps Customer Success Managers to deliver value.

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  • Weight Management for Health in Customer Success?

    Weight Management for Health in Customer Success?

    Health scores... here's how they work. Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy.

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  • The Anatomy of an Unsuccessful Quarterly Business Review

    The Anatomy of an Unsuccessful Quarterly Business Review

    Done right, Quarterly Business Reviews can be a great vehicle for delivering value and an incredibly powerful checkpoint during your customer’s overall journey to success.

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  •  What Customer Success Manager KPIs are important and why?

    What Customer Success Manager KPIs are important and why?

    I've asked fellow Customer Success Managers what their KPIs are and have heard different replies each time. This question has even been one of the most discussed points for my team.

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  • A CSM’s Quick Guide To Collecting Customer Data

    A CSM’s Quick Guide To Collecting Customer Data

    In the world of SaaS, there certainly isn’t a lack of data – big data, small data – all of that data! As a matter of fact, there is probably too much of it – way too much of it.

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  • 7 Reasons Why You're Not Ready For Customer Success…Yet

    7 Reasons Why You're Not Ready For Customer Success…Yet

    Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it?

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  • How Measuring Customer Returns Leads to Higher Profitability

    How Measuring Customer Returns Leads to Higher Profitability

    In this post, I’ll share some of what I learned from their book and my own experience of implementing programs to measure and improve ROC.

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  • Use Benchmarking to Demonstrate Value and Slim Down That Churn Rate

    Use Benchmarking to Demonstrate Value and Slim Down That Churn Rate

    To show customers how well your product is performing, it is important to provide them the metrics. We are talking about benchmarks on how they are currently doing and where they should ideally be.

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  • Measuring Customer Health: A Guidance and Feedback System

    Measuring Customer Health: A Guidance and Feedback System

    For SaaS companies, it is difficult, if not impossible, to assist every customer at every point in their journey when the business is continually growing faster than resources.

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  • Realizing the Full Potential of Customer Surveys

    Realizing the Full Potential of Customer Surveys

    Any well-established business knows that it needs honest feedback from its customers in order for it to properly evaluate how well its clients’ needs are being met.

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  • Becoming a Customer-Centric Organization in 7 GIFs

    Becoming a Customer-Centric Organization in 7 GIFs

    When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves on a daily basis – “What is my contribution to ‘customer’ today?”

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  • The Best Customer Success Resources of 2016

    The Best Customer Success Resources of 2016

    With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year.

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  • The Benefits of a Customer Success Platform in 13 GIFs

    The Benefits of a Customer Success Platform in 13 GIFs

    In many respects, a customer success platform is a key pillar in how a company does business. We wanted to emphasize this by presenting you with the benefits of a Customer Success Platform in 13 GIFs.

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  • Common Trial Conversion Activities help Customer Success “see the light”

    Common Trial Conversion Activities help Customer Success “see the light”

    If you’re not great at math and you pine for a metric that isn’t calculated by an equation, today is your lucky day. Ever hear of CCA? SaaS growth strategist, Lincoln Murphy, created a measurement!

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  • With no System of Record of Customer Success, did anything actually happen?

    With no System of Record of Customer Success, did anything actually happen?

    It’s Monday morning. You’re headed to the monthly exec meeting. Every department manager will be there—waving stats and metrics of accomplishments and closes.

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  • Ten minutes to WOW. That’s customer success!

    Ten minutes to WOW. That’s customer success!

    So you’ve landed a new customer. Congratulations! Guess what? You are now in a race against time to demonstrate your product’s initial value. Customer success managers, minimize time to first value!

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  • The ratio every customer success management lead should know

    The ratio every customer success management lead should know

    Customer success management hires—how many do you need? When building a new Customer Success Management (CSM) team – or scaling your existing department.

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  • The Pursuit of Customer Happiness: customer success managers nail it

    The Pursuit of Customer Happiness: customer success managers nail it

    Did you know that there is a Customer Happiness Index? HubSpot was the first company to develop a Customer Happiness Index (CHI) as a way to score how effectively customers are using their product.

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  • Key Metrics from Subscription Billing

    Key Metrics from Subscription Billing

    The shift to the Subscription Era has disrupted traditional business models. Aside from new delivery methods and pricing structures, SaaS companies are also expecting their technology investments...

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