Totango

APRIL 11, 2019

This is certainly true of the customer success health scores used to monitor the status of customers. When a health score indicates that a customer requires attention, you also need to know what went wrong and how to fix it. What is a Customer Success Health Score?

Customer Success 86

Customer Success Customer Lifetime Value Metrics Benchmarks 86

Upscope

JUNE 1, 2021

The stories we tell ourselves in our heads about the market might be totally wrong and so doing customer analysis and monitoring health scores becomes essential. What one lesson about health scores was the most important and why? Get a health score system like Vitally and plug it into your systems.

Interviewing 52

Interviewing Onboarding Customer Support Data 52

Valuize Consulting

SEPTEMBER 22, 2021

Are You Measuring Customer Health Properly? With the need to be increasingly customer-centric in a subscription-based world, many Customer Success leaders are left wondering: which customers should we focus more time on? What are the key improvement opportunities for our Customer Success (CS) strategy?

Scale 52

Scale Machine Learning Artificial Intelligence Leadership 52

Valuize Consulting

SEPTEMBER 22, 2021

Are You Measuring Customer Health Properly? With the need to be increasingly customer-centric in a subscription-based world, many Customer Success leaders are left wondering: which customers should we focus more time on? What are the key improvement opportunities for our Customer Success (CS) strategy?

Scale 52

Scale Machine Learning Artificial Intelligence Leadership 52

CustomerSuccessBox

AUGUST 1, 2019

Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer t o inform you that they will not be renewing their contract. How to define Customer Health? Yes, there is.

Software Review 74

Software Review Payment Features B2B Churn 74

CustomerSuccessBox

JUNE 22, 2021

An account health score is a value that indicates the long-term prospect for a customer. A SaaS customer goes through onboarding, retention, and upsell.At Read Best practices to calculate health score. Now, what should be your lookback period and when should you start calculating account health?

Technology 52

Technology B2B Customer Success Churn 52

Valuize Consulting

NOVEMBER 15, 2021

Pave The Way To Predictive Customer Interactions. An essential component of Customer Success is the ability to regularly take your customers’ temperatures and look for signs of their health through a robust health scoring program. Has the customer stalled in their usage?

Underperforming Technical Team 52

Underperforming Technical Team Scale Churn Data Analysis 52

Valuize Consulting

JUNE 29, 2020

Customer success leaders are continuously looking to determine what action to take next with which customer. Customer health score programs are integral to any customer success strategy, because they enable customer success teams to easily identify and address potential customer and [.].

Customer Success 52

Customer Success Churn Strategy 52

Valuize Consulting

JUNE 29, 2020

Customer success leaders are continuously looking to determine what action to take next with which customer. Customer health score programs are integral to any customer success strategy, because they enable customer success teams to easily identify and address potential customer and revenue churn.

Payments 40

Payments Payment Solutions Underperforming Technical Team Payment Services 40

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Scale Systems Review Software Review 103

User Pilot

APRIL 11, 2024

If you’re not tracking customer satisfaction metrics, you’re probably losing customers every day, and you don’t even realize it. But customer satisfaction is a huge domain, with myriads of product engagement touch points to track – where do you even begin? Book a Userpilot demo to see how we can help!

Metrics 52

Metrics Customer Lifetime Value Software Review Retention 52

User Pilot

JANUARY 28, 2024

Our guide covers 11 key performance metrics to analyze at different stages of the customer journey. TL;DR Product performance metrics are quantitative measurements that provide insights into user interaction with a product and its impact on the product’s and business’s overall health, used to assess product success.

Metrics 104

Metrics Customer Lifetime Value Business SaaS 104

User Pilot

MARCH 12, 2024

It can also help you pinpoint areas where your products or services fall short so that you can adjust and improve the health of your business. Company activity metrics describe a wider range of activities within a company, including its operational, marketing , customer service , and financial performance.

Metrics 103

Metrics Scale Customer Lifetime Value Business 103

User Pilot

APRIL 26, 2024

Customer success is a core growth driver for any SaaS business. The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Are you wondering how to retain your customers and make them love your product? No worries! Let’s get started!

Customer Success 52

Customer Success Customer Lifetime Value SaaS Churn 52

Intercom, Inc.

MARCH 25, 2021

At Intercom, the security and protection of our customers’ data is of the utmost importance. The Health Insurance Portability and Accountability Act (HIPAA) is a US statute that was introduced in 1996 to implement industry-wide standards for the safeguarding of PHI and ePHI. What is HIPAA? What does this mean for your business?

Healthcare 268

Healthcare Data Technical Review compliance 268

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Software Review 108

Software Review Technical Review User Experience Enterprise 108

SmartKarrot

SEPTEMBER 23, 2022

Customers in the contemporary age are becoming increasingly conscious of the variety of experiences they need before purchasing. To raise your customer health score, you must view customer health as a logical, well-thought-out problem. This involves learning what matters most to each customer.

Customer Success 10

Customer Success Underperforming Technical Team Payment Solutions Payment Features 10

SmartKarrot

SEPTEMBER 23, 2022

Customers in the contemporary age are becoming increasingly conscious of the variety of experiences they need before purchasing. To raise your customer health score, you must view customer health as a logical, well-thought-out problem. This involves learning what matters most to each customer.

Customer Success 10

Customer Success Underperforming Technical Team Payment Solutions Payment Features 10

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 83

Customer Success Retention Software Review Customer Lifetime Value 83

SmartKarrot

APRIL 25, 2022

For a B2B SaaS company, a customer may churn anytime, but the premonition and signs would have been there from some time before. This prediction and positioning can happen correctly with the customer health score metric in place. A customer health score predicts whether the customer will stay with the company or churn.

Customer Success 10

Customer Success Management SaaS Churn 10

User Pilot

FEBRUARY 26, 2024

Digital product metrics reveal how customers interact with your product. TL;DR Digital product metrics are KPIs that measure customer interactions with your product and their effect on your business. Digital product metrics are indicators that show how customers interact with your product and how they affect your business.

Metrics 97

Metrics Customer Lifetime Value Scale SaaS 97

User Pilot

APRIL 23, 2023

Do you know which product health metrics to track to achieve long-term success for your SaaS business? This article will delve into the 14 key product health metrics you should track and analyze for your products. TL; DR Product health metrics are the key performance indicators that measure a product’s performance and success.

Metrics 89

Metrics Customer Lifetime Value SaaS Scale 89

SaaStr

MARCH 17, 2021

Lose a $100k customer? Well, for every customer that churns … there’s at least another one just like them that almost would churn. Either way, these at-risk customers are certainly only behaviorally loyal — not attitudinally loyal (more on the difference here ). And the customers that love you?

Churn 231

Churn Metrics Customer Success Investment 231

Totango

FEBRUARY 9, 2024

The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. However, it does not factor in any additional revenue from customers who increased their average spend. What is gross retention?

Retention 108

Retention Underperforming Technical Team Software Review Churn 108

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. So, how do you do this?

Customer Success 97

Customer Success Scale Headcount Churn 97

ChurnZero

DECEMBER 19, 2023

Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Net revenue retention (NRR) was the top metric at the end of 2023, according to our annual survey of customer success leaders.

Customer Success 52

Customer Success Metrics Customer Lifetime Value Leadership 52

User Pilot

APRIL 19, 2024

Ever wondered how likely your customers are to recommend your business? That’s where Net Promoter Score (NPS) comes into play. This measurement is more than a statistic—it’s a mirror reflecting your customer’s loyalty and the health of your customer relations.

Scale 52

Scale Systems Review Software Review Branding 52

User Pilot

MAY 5, 2022

This is crucial if you want to know how healthy your SaaS product is and what should be improved to increase customer retention and lower the churn rate. Customer churn analytics helps you identify the reasons why your existing customers are leaving the product and impede this. Let’s begin! What is churn analytics?

Churn 98

Churn Retention Subscription Payment Features 98

User Pilot

JULY 26, 2022

Looking for the right retention KPIs to track and improve your customer retention rates? Customer retention is the key ingredient when it comes to growing your SaaS product without having to acquire new customers. What is customer retention? So let’s find out what retention KPIs you should start tracking!

Retention 93

Retention Metrics Customer Lifetime Value Churn 93

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Social Media Market Research Customer Success 99

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Review Technical Review Enterprise 112

User Pilot

NOVEMBER 20, 2023

Wondering what the weighted scoring model is? The articles: Defines the weighted scoring model Discusses its advantages and disadvantages Shows how product and project managers can create their own model Explains how to follow up on the results Let’s get right into it! After that, calculate the overall score for each feature.

Management 101

Management Interviewing Development Revenue 101

Subscription Flow

JANUARY 30, 2024

SaaS renewal management’s primary goal is to increase customer retention and in turn, recurring revenue growth. To encourage your customers to renew their subscriptions at the end of their term, a number of procedures and tactics are involved in devising your B2B SaaS renewal strategy.

SaaS Payments 59

SaaS Payments B2B Strategy Payment Services 59

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 91

Data Finance Enterprise Interviewing 91

Mucker Capital

APRIL 2, 2024

In this Mucker Growth session, Holden Munson and Sofia Maravich from Rethink Labs , explore how to develop a useful system of collecting customer data and integrating it into your team. Creating an effective customer feedback loop can make a sizeable impact on your business. The components of a customer feedback loop include: 1.

Engineering 52

Engineering Systems Review Scale Interviewing 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Customer Success 98

Customer Success Metrics Engagement Software Review 98

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Scale 83

Scale Customer Success Forecasting Metrics 83