Customer Base Customer Success Measurement 
InMoment XI
DECEMBER 7, 2023
As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. As your organization starts your customer experience management efforts, you need to consider how to measure it. It is often referred to as a brand or relationship metric.
InMoment XI
SEPTEMBER 22, 2022
My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—I’m also a Lean Six Sigma Black Belt. Six Sigma follows the DMAIC process made up of the following steps: Define Measure Analyse Improve Control. Normally this is where you go and measure the problem to establish a baseline.
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InMoment XI
MAY 31, 2022
As customers go through the various stages in the sales funnel, they cross departments from marketing to sales to product to customer success and customer service. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction.
Totango
JUNE 24, 2022
Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.
Education Services Group
MAY 28, 2021
Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.
Alida
JULY 6, 2017
Money alone, however, won’t improve the experience customers have with your brand. Operationalizing CX and measuring its impact to the bottom line are important steps to scaling CX programs and accelerating buy-in. What does success look like in CX and how is it measured? Three things come to mind.
Totango
JUNE 15, 2022
We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.
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