CS Technology & Analytics

Tips to measure Customer Success and leverage automation.

  • What Are the Important Customer Success Metrics

    What Are the Important Customer Success Metrics

    When it comes to important customer success metrics, you should look customer health score and the other conventionally important customer success metrics.

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  • A Guide to Building Customer Success Emails with Amity

    A Guide to Building Customer Success Emails with Amity

    Amity's email templates and rules engine are the power couple of proactive Customer Success Management. Learn how to create beautiful email templates to drive adoption and reduce churn at scale.

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  • Amity Fall 2017 Product Updates

    Amity Fall 2017 Product Updates

    What's new on the Amity Customer Success platform? Take a look below for a detailed rundown of Amity's newest features and product improvements.

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  • Does Engagement Have an Absolute Value?

    Does Engagement Have an Absolute Value?

    Tracking customer engagement can be tricky, how do you give engagements a value when users can reach out for positive or negative reasons? We asked our CCO about the absolute value of engagement.

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  • How to Get More From Your Net Promoter Score Program

    How to Get More From Your Net Promoter Score Program

    One reason why Customer Success teams pay close attention to NPS is that it can indicate an existing risk of churn. Yet, there’s more you can do to power up your Customer Health Score and NPS program.

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  • A Practical Framework to Calculate Customer Maturity Index

    A Practical Framework to Calculate Customer Maturity Index

    This post will explain how to calculate a Customer Maturity Index, how to design a comprehensive framework to combine insights, and how to develop playbooks to address customers’ needs based on them.

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  • Why You Must Assess Your Customers' Maturity to Serve Them Well

    Why You Must Assess Your Customers' Maturity to Serve Them Well

    This post explains how the concept of Customer Maturity is the natural next phase along the evolution of the Customer Success profession.

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  • Why Your Customer Health Score is Probably Useless

    Why Your Customer Health Score is Probably Useless

    Most Customer Success organizations are missing a important dimension when segmenting their customers: the maturity of the customer, which we call the Customer Maturity Index (CMI).

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  • A Recipe for Customer Health Scoring

    A Recipe for Customer Health Scoring

    In Customer Success, setting trap wires to notify you when your customer isn’t doing so well can save you lots of time, and lots of pain. Your early warning system should reflect what matters to you.

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  •  Operationalizing a High Volume Onboarding Team

    Operationalizing a High Volume Onboarding Team

    Do you think it’s impossible to set-up an efficient, consulting focused onboarding program for your smallest SaaS customers? Think again.

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  • [INFOGRAPHIC] 10 Tips For Customer Success Automation

    [INFOGRAPHIC] 10 Tips For Customer Success Automation

    Automation empowers Customer Success Managers to do what they’re good at, so here are 10 quick tips to get started with Customer Success automation for data, processes, and customer journey tracking.

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  • Segmenting Your Customer Base to Scale

    Segmenting Your Customer Base to Scale

    To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model.

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  • Measuring Your Success With CSM KPIs

    Measuring Your Success With CSM KPIs

    A key performance indicator is a measurement of your team’s most essential goals and objectives. Take a look at these general guidelines on building your own KPIs for your Customer Success team.

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  • Static vs. Dynamic Segmentation Models for Customer Success

    Static vs. Dynamic Segmentation Models for Customer Success

    Paired with well-defined high-touch and low-touch engagement models, a reliable account segmentation model allows Customer Success Managers’ time and attention to be where it needs to be.

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  • What You Should Measure, But Probably Don’t

    What You Should Measure, But Probably Don’t

    As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be!

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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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  • Designing an Actionable Customer Health Model

    Designing an Actionable Customer Health Model

    Designing an actionable customer health model is imperative to delivering efficient Customer Success. Here are 6 steps to creating or defining your own customer health model.

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  • [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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  • How Does Customer Success Technology Impact Your Organization?

    How Does Customer Success Technology Impact Your Organization?

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  • Easy Customer Success Playbooks You Can Quickly Automate

    Easy Customer Success Playbooks You Can Quickly Automate

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