ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

ChurnZero

MARCH 14, 2025

Use customer health scores and usage data to identify when an upsell really may be the best thing for the customer, or when its time to step in and handle an at-risk account. 2: How do you balance short-term revenue goals with long-term customer lifecycles? 3: CS leads to even more new customers.

Upselling 52

Upselling Sales Customer retention Consulting 52

CustomerSuccessBox

APRIL 9, 2021

Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business. This is where B2B Customer Retention software becomes imperative for a growing subscription business.

Customer retention 52

Customer retention B2B SaaS Accountability 52

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. With a dashboard that shows customer health and the opportunity to automate alerts, teams can improve customer retention rates exponentially. Complete 360° Customer Visibility. Production adoption.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

Nicereply

DECEMBER 17, 2024

Customer Retention A large part of the value of CES in the SaaS world lies in its ability to predict future customer behavior. Research has shown that customers who experience high-effort interactions are more likely to churn, while those who have low-effort experiences tend to increase their spending.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Outsource Consultants

MARCH 18, 2025

These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs. A study by ContactBabel found that these hidden costs can account for up to 15% of the total outsourcing expense in the first year. Another often-overlooked expense is the cost of quality assurance.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. Segmenting Customers. Configuring 360-degree account health. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. Segmenting Customers.

Customer retention 52

Customer retention SaaS Accountability 52

Education Services Group

NOVEMBER 25, 2019

As the gospel of Customer Success is spreading like wildfire in the corporate world, executives are realizing that they need to act fast to incorporate it into their organizational structure. But to their own detriment , some of these executives aren’t fully committing to the importance of Customer Success.

Accountability 59

Accountability Management Upselling Sales 59

Fonolo

APRIL 9, 2019

Consider integrating your call center phone system with your customer relationship management (CRM) software so that a caller’s account information appears on an agent’s screen when the customer calls. With this information in front of them, agents are better prepared to resolve a customer’s concern. Plus, so much more!

Call Center 122

Call Center First call resolution Interactive Voice Response Contact Center 122

NobelBiz

JANUARY 28, 2025

’ Read Case Study Industry Examples of Benchmarking Every industry faces unique challenges and requires tailored strategies to meet its specific goals. When it comes to benchmarking, understanding the metrics that drive success in each sector is essential for improving operations and meeting customer expectations.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Why Invest in Customer Success? Increase customer-centered growth through expansions. Case Study: Monster.

Enterprise 78

Enterprise Customer centricity Customer advocacy Accountability 78

CSM Practice

MAY 28, 2020

Some Customer Success Manager salaries may be undeserved for the work given. A fixed amount is paid with a variable component based on individual Customer Success Manager performance. Incremental and easy to measure targets that are directly related to revenue are set to incentivize Customer Success Manager to exceed their goals.

Best practices 126

Best practices Management SaaS Metrics 126

Toister Performance Solutions

JULY 11, 2024

Here are three mini-case studies. Case Study: Transparent BPO Transparent BPO is a contact center solutions provider. Case Study: GreatAmerica Financial Services GreatAmerica provides equipment financing solutions to businesses. Conclusion Customer-focused leaders use a CX vision to guide strategy.

Real estate 71

Real estate Finance contact center solutions Customer retention 71

CustomerSuccessBox

DECEMBER 4, 2018

According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are.

Best practices 40

Best practices Customer retention SaaS Metrics 40

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

Totango

AUGUST 11, 2022

Monitoring and managing all these interactions effectively requires technology tools to collect data from multiple customer contact points, analyze the results, and put the information to practical use. If the decision-maker isn’t engaged, the account is at risk. Showcase client case studies. Overdeliver value.

SaaS 113

SaaS Journey mapping B2B Upselling 113

ChurnZero

APRIL 13, 2021

To help drive recurring growth the CCO must focus on initiatives such as customer prioritization, customer retention, customer loyalty, customer satisfaction, as well as improving the customer experience. Create a customer-centric culture. Looking for a new role in Customer Success?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Amity

JUNE 11, 2018

You do not want CSMs to be measured on whether they are covering 100% of your customers – this model does not lead to success, as you will sacrifice quality, focus and actions. MRR retention, revenue growth, customer retention, customer wallet share and satisfaction should be a reflection of your team and company’s true success.

Customer retention 91

Customer retention Strategic Value SaaS Sales 91

Totango

MARCH 29, 2022

For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts. Proactively increasing customer satisfaction through product adoption increases an organization’s NPS and customer advocacy and engagement.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs. Sonar’s Success Story.

Technology 108

Technology Customer centricity Enterprise Surveys 108

Lumoa

AUGUST 25, 2020

However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. Talking about customer retention, you possibly already know the merits of investing time and money in keeping your existing customers satisfied and hooked.

Chatbots 78

Chatbots Customer retention Advertising Marketing 78

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isn’t merely a theory.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. With each one of these encounters, one can see how brands can foster and forge loyalty with their customers. Successful case studies. Plus, so much more!

Airlines 104

Airlines Customer Service Contact Center Accountability 104

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs. Sonar’s Success Story.

Technology 92

Technology Customer centricity Enterprise Surveys 92

ProProfs Blog

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. For more customer service skills, read this blog post. . Self-service.

Customer Service 128

Customer Service Customer Support Education Feedback 128

CSM Magazine

DECEMBER 20, 2022

It also means taking the time to listen to customer feedback and making sure that their needs are taken into account when making decisions. The online gambling industry is an ever-evolving one, as operators strive to ensure they offer the best customer experience possible. There is no one-size-fits-all solution.

Customer Service 72

Customer Service Accountability Chatbots Customer retention 72

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Chief Customer Officer 52

Chief Customer Officer Customer retention SaaS Accountability 52

aircall

MARCH 27, 2017

This journey begins right before a prospective customer becomes aware of your brand and goes beyond the point of purchase. Customer retention and the mitigation of customer churn are crucial concerns businesses can’t afford to ignore. Challenges of plotting a customer journey map. Planning for a linear progression.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

Satrix Solutions

SEPTEMBER 8, 2020

Customers are grouped into three categories based on their response to the NPS survey – Promoter, Passive, or Detractor. Naturally, marketing can turn to Promoters for testimonials and case studies. Evolving Accountability for CX. No longer can a single department claim ownership of the customer experience.

Marketing 78

Marketing Customer Experience Benchmark B2B 78

Amity

DECEMBER 22, 2014

You do not want CSMs to be measured on whether they are covering 100% of your customers – this model does not lead to success, as you will sacrifice quality, focus and actions. MRR retention, revenue growth, customer retention, customer wallet share and satisfaction should be a reflection of your team and company’s true success.

SaaS 64

SaaS Customer retention Strategic Value Sales 64

NobelBiz

APRIL 30, 2024

Predictive analytics can forecast customer needs, potential churn rates, and other vital metrics, enabling call centers to proactively address issues and optimize customer retention strategies. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

Predictive analytics can forecast customer needs, potential churn rates, and other vital metrics, enabling call centers to proactively address issues and optimize customer retention strategies. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

ChurnZero

MARCH 14, 2025

Use customer health scores and usage data to identify when an upsell really may be the best thing for the customer, or when its time to step in and handle an at-risk account. 2: Balance short-term revenue goals with long-term customer lifecycles. 5: Capture and communicate the value that customer success brings to sales.

Upselling 52

Upselling Sales Customer retention Consulting 52

Satrix Solutions

NOVEMBER 28, 2018

How willing they are to participate in case studies. Whether your potential customers hear about you through a proactive recommendation or when they’re asking for insight from peers, having a long list of customers who speak favorably about you is an ideal way to drive more inbound leads. How often they refer you.

B2B 60

B2B Customer centricity Feedback Advertising 60

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. If they outshine your customer, you’ll lose the reader.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Outsource Consultants

FEBRUARY 1, 2025

Why India Became the Call Center Capital The rise of India’s BPO industry isn’t a mysteryits a case study in market forces aligning just right. Today, over 50% of Indian call centers use advanced AI-powered systems to enhance customer interactions (as reported by Deloitte in their 2023 Global Contact Center Survey).

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

CustomerSuccessBox

MARCH 10, 2022

So those businesses that believe to offer customer satisfaction, are likely to have loyal customers, repeat purchases, higher customer retention rates, and buyers who try newer products. In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews.

Management 52

Management Customer retention SaaS Customer advocacy 52