Customer health scores are an essential tool for any business that wants to optimize the customer experience and improve retention rates. By measuring key performance indicators (KPIs) such as customer engagement, product usage, and customer satisfaction, businesses can identify at-risk … Read More
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Make your Customer Success Workflows work for you- Guide on building Actionable Workflows
Throughout your usage of the software, you engaged with various teams, such as sales and product development. Despite this, every time you sought assistance, you felt that all parties were in sync. They were aware of your identity, software usage, … Read More
NPS VS CSAT: A Definitive Guide on Customer Satisfaction Metrics
Table of Contents In the world of B2B SaaS, customer satisfaction is one of the most critical metrics for measuring success. Two of the most commonly used methods to gauge customer satisfaction are the Net Promoter Score (NPS) and Customer … Read More
9 Ways Customer Success Management Software Can Help Drive Net Revenue Retention
In today’s business world, retaining customers is more important than ever. With the cost of acquiring new customers significantly higher than retaining current ones, investing in the best customer success platform is crucial. According to Coherent Marketing Insights, the worldwide customer … Read More
GRR vs NRR: What is best for Customer Success and your B2B SaaS?
Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) are two important metrics used to measure the revenue growth of a business. NRR measures the percentage of revenue retained from existing customers, while GRR measures the percentage of revenue retained … Read More
Important Customer Success Metric Number 1: A Deep Dive into Net Retention Revenue
As businesses look to build lasting relationships with their customers and drive sustainable growth, customer success has become a critical function for B2B SaaS companies. However, measuring the impact of customer success efforts can be challenging, with a wide range … Read More
3 Critical Mistakes You Are Making with Customer Health Scores and How to Improve Them
Customers in the modern era are getting more aware of the range of experiences they require before making a purchase. You must approach customer health as a rational, well-thought-out problem if you want to improve your customer health score. This … Read More
What is Customer Journey Mapping? The Hows, Whys & Best Practices
Customer success is a crucial aspect of any business that wants to retain its customers and grow its revenue. One key tool for achieving customer success is journey mapping. A customer success journey map is a visual representation of the … Read More
Customer Success Playbooks: Definition, Process, Templates & More
Customer success playbooks are essential tools for businesses that are looking to build long-lasting relationships with their customers. A customer success playbook is a comprehensive guide that outlines the steps, processes, and strategies a company should use to ensure its … Read More
Guide to Using ChatGPT for Customer Success Managers
Customer success managers (CSMs) play a vital role in ensuring customer satisfaction and retention in businesses. They work to understand the needs of customers and provide them with solutions that meet those needs. However, with the increasing volume of customer … Read More