ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. It doesn’t have to be this way. Customer satisfaction.

Education 98

Education Benchmark Customer retention Metrics 98

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. In addition, it’s a good idea to set benchmarks for onboarding speed to understand better if your team is excelling or falling behind on timelines.

Benchmark 76

Benchmark Metrics Education Accountability 76

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

ClientSuccess

AUGUST 31, 2022

And customer success departments can run business reviews with customers to look at how a product or platform is delivering on the business objectives they’re looking to solve, where benchmarks were not met, and discuss plans or changes for the future. Customer Business Review Tips and Tricks.

Benchmark 77

Benchmark SaaS Accountability Analytics 77

Lumoa

JULY 6, 2023

Now, it will also take into account any filters you have selected. Keyword suggestions is Lumoa’s way of helping you improve your Topics , as new feedback comes into your account. Lumoa GPT just got better A select few of you have already been chosen for Lumoa GPT Beta access. to get started! All you have to do, is hit yes!

APIs 15

APIs industry standards Surveys Benchmark 15

ChurnZero

NOVEMBER 20, 2020

During our webinar with G2, we shared how modern Customer Success teams maximize insights from customer reviews to drive recurring revenue, including how to: Know when a customer is most primed to leave a raving review – and how to perfectly time your ask. If you missed the webinar, you can watch in on-demand. Q&A Recap.

Finance 98

Finance Feedback Sales Accountability 98

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset.

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

ChurnZero

MAY 22, 2020

Low- and high-touch: engage the account ChurnZero Action: Create an email and add it to your Play to automate sending. Identify and reiterate why the account purchased to keep their needs top of mind and their momentum going. Email your customer with the recommendations you have for their account.

Best practices 98

Best practices Accountability Benchmark Sales 98

Amity

APRIL 20, 2018

QBRs are your best tool to drive customer accountability. Accountable customers want to take initiatives to get more out of your solution, they take control of their experience, and they are eager to grow with you. Watch the webinar recording to learn how to develop your QBR playbook. Realistically, how long should that take?

Benchmark 80

Benchmark Metrics Accountability 80

Totango

AUGUST 23, 2022

This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. However, your marketing and sales department may pursue retention policies to win back lost accounts. B2B Customer Journey Touchpoint Mediums.

B2B 122

B2B Journey mapping SaaS Upselling 122

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

MAY 26, 2020

In our latest webinar, ZoomInfo CEO Henry Schuck showed us how Customer Success organizations can effectively use data to drive retention in these five key areas: The Customer Journey – build connection and engagement points to move the customer forward in their lifecycle. If you missed the webinar, you can watch it on demand. .

Sales 64

Sales Marketing Customer Experience Accountability 64

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. As it turns out, the Golden Rule is really the benchmark for success when it comes to customer service and support. In fact, a lot.

Benchmark 80

Benchmark Upselling Education Best practices 80

FreshGrade

APRIL 16, 2019

I strongly encourage you to view the webinar, “Assessment for Learning: Classroom Strategies to Improve Learning for ALL Students” in which you will be able to see both Powerpoint slides and videoclips * illustrating my comments. Videoclips used in the webinar are from VOCAL 101. (See See references).

Coaching 58

Coaching Benchmark Education Feedback 58

NobelBiz

OCTOBER 24, 2023

This webinar episode (Transitioning from Voice-Only to an Omnichannel Contact Center) is dedicated to contact center decision-makers who are considering omnichannel technology. It takes into account every touchpoint, channel, emotion, and opportunity for improvement.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Amity

FEBRUARY 2, 2016

She'll discuss difficult decisions related to customer success, account management, and service enablement from her experiences at Oracle (formerly Eloqua). • Webinars. Join Lincoln Murphy, Customer Success Evangelist, for this 45-minute webinar. March 7-9 - Influitive Advocamp.

SaaS 80

SaaS Education Customer retention Sales 80

Playvox

AUGUST 11, 2022

Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. Related On-Demand Webinar: Ensuring Quality Among Your Agents: 5 Lessons for eLearning & Training. And that amount doesn’t even take into account the cost incurred by agents spending time on tagging rather than helping customers more quickly. Poor Tag Coverage.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Customer Service benchmarks show the importance of a great procedure! The difference in great automation and poor automation can mean the difference in your business. Free your Phone!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

ChurnZero

JULY 9, 2020

Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. Source: Call Centre Helper webinar: Improving First Contact Resolution At first glance, it seems that a system-based approach would produce accurate results. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

ChurnZero

JULY 21, 2023

In our webinar, Scaling customer success Lynn shares how CS teams can scale their operations and outreach by implementing a digital strategy that uses automation and generative AI. Watch the webinar in full here, and scroll down to dig into Lynn’s answers to attendees’ top questions. I know you asked me for accounts.

Enterprise 52

Enterprise Benchmark Accountability Marketing 52

ClientSuccess

JUNE 22, 2022

Surely, however, there must be something that binds customers together and creates a bridge between accounts that CSMs can use to develop large-scale strategies for success, right? . It means being open and honest about timelines, product issues and outages, benchmarks, and other big-picture items.

Benchmark 52

Benchmark Customer retention Accountability Customer Experience 52

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ChurnZero

SEPTEMBER 7, 2018

List of the desired results or outcomes that the CSM is accountable to deliver. Upcoming Webinar. In this webinar, you’ll discover a way to scale your Customer Success efforts and sustain Customer Lifetime Value while increasing brand value and decreasing support costs: Customer Education. Must-Have Skills and Experience.

Management 45

Management Education Benchmark SaaS 45

ClientSuccess

JULY 31, 2019

While most CSMs will try their hardest to deliver amazing customer experiences, make data-backed account decisions, and escalate issues wherever applicable, there are always problems that are just out of reach. Patterns often emerge in customer accounts that give CSMs and their managers a deeper look into the reason behind churn.

Accountability 49

Accountability Metrics Benchmark Sales 49

Amity

JANUARY 27, 2016

You need to chalk out a standard procedure, depending on types of accounts, as to how you shall help them, coach them and mentor them at appropriate junctions. 9 – Health checks – review usage, benchmarks, and best practices. • Register For Our Upcoming Webinar. it will help them hit a new level of achievement.

Upselling 57

Upselling SaaS Best practices Sales 57

ChurnZero

MARCH 15, 2019

The Scenario: You get a notification that you have been assigned a new customer account. You log into your Customer Success software platform and start reviewing the account notes and details that came over from Sales. Upcoming Webinar. Please join this webinar to learn: . Churn Monster #6 – Abandoned Customer.

SaaS 45

SaaS Best practices Morale Benchmark 45

ClientSuccess

JUNE 12, 2017

Customer success teams should track subscription revenue over time to keep tabs on big-picture customer accounts and relationships. Many customer success teams monitor Green Zone Status to stay in-the-know exactly when a customer account starts trending downwards and immediately begin building a plan. Watch the webinar here.

SaaS 46

SaaS Metrics Best practices Benchmark 46

Pointillist

JULY 25, 2018

Comparison with Benchmark KPIs – A world-class service provider will ask you to provide benchmark KPIs for any dataset where accuracy is especially critical. Training is most successful when conducted in-person but if that is not an option, a live webinar would work too.

Analytics 93

Analytics Government Metrics Upselling 93

ChurnZero

MARCH 18, 2022

If you missed the webinar, you can watch it on-demand. But I don’t want to disincentivize my best CSMs from taking the hardest accounts. To hear more of Dave and You Mon’s thoughts on the usage and benchmarking of the most common SaaS metrics – from ARR and logo retention to GRR and LTV/CAC ratio – watch the webinar now.

SaaS 98

SaaS Metrics Surveys Enterprise 98

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Some of the questions asked in the survey were similar to the core TSIA benchmark. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling.

Benchmark 45

Benchmark Journey mapping SaaS Analytics 45

ChurnZero

MARCH 6, 2020

above industry benchmarks” according to research shared by Growth Everywhere. With millennials’ growing notoriety as job-hoppers , its critical that companies figure out how to retain today’s largest employee base, which accounts for 35% of the global workforce. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? I was young and self-motivated which worked well for me and the company that hired me.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? I was young and self-motivated which worked well for me and the company that hired me.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? I was young and self-motivated which worked well for me and the company that hired me.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Solvvy

AUGUST 31, 2022

Analysts that have studied NPS across industries have found that benchmarks vary. You can use those benchmarks to see how you compare to competitors — and to set goals for your business. By sending the survey before the renewal date, you have time to intervene and save the account. After a Webinar.

Surveys 62

Surveys Benchmark Feedback Customer Support 62