Kapta Customer Success

FEBRUARY 7, 2022

More importantly, you should always be focused on your customers and how you can improve their experience with your brand and products or services. This starts with tracking your churn rate versus customer retention and running churn analysis to discover what's causing customers to go to the competition — and change it.

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Accountability Management Customer retention 98

Kapta Customer Success

JANUARY 8, 2024

As businesses strive to do more with less, customer retention and expansion is the way to go. This allows you to spend less on costly new customer acquisitions while protecting the 20% of your existing customer base that generates up to 80% of your revenue. Looking to hit your business growth goals this year?

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Upselling Accountability Management Customer retention 59

Kapta Customer Success

NOVEMBER 13, 2023

In today’s marketplace, customer retention is dependent on customer outcomes. In fact, the best predictor of customer retention is measurable customer results.

Accountability 59

Accountability B2B Customer retention Management 59

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? Report on “saved customers”. Your sales team. Your existing support team.

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Customer retention Finance Analytics Customer effort 117

Totango

APRIL 28, 2020

One especially important facet of planning for the unexpected inevitable is customer retention. In difficult, uncertain times, attracting new customers becomes exponentially harder as budgets tighten and priorities shift. Support Your Customer Retention Strategies With The Right Technology.

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Customer retention Enterprise Accountability Technology 112

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

Totango

FEBRUARY 9, 2022

In the most passive manual renewal scenario, a company takes no proactive steps to encourage renewal, leaving it entirely up to the customer to remember it’s time to renew and take the necessary steps. In a minimally proactive scenario, a company might assign individual account managers to email, text, or call customers at renewal time.

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Customer retention SaaS Best practices Upselling 96

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

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Customer retention B2B Surveys B2C 156

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. .

Customer retention 70

Customer retention Upselling SaaS Accountability 70

CustomerSuccessBox

MARCH 8, 2022

“Customer Retention” is kind of a buzzing word for the SaaS businesses on the digital platform. And to handle the tasks pertaining to customer retention, there is a Customer retention specialist who is also named as customer loyalty specialist. How do I become a good customer retention specialist?

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Customer retention Accountability SaaS Education 52

CustomerSuccessBox

MARCH 25, 2022

Then while considering customer acquisition cost (CAC) why miss out on customer retention cost (CRC)? They both are of equal significance and when the matter is to retain your loyal customers to have repeat business with you, this metric needs a bit of attention as well. About customer retention cost.

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Customer retention Metrics Sales SaaS 52

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? These are just a few examples of issues which can contribute to customer churn.

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Customer retention Sales Marketing Big data 91

Hello Customer

JANUARY 16, 2020

January typically is a month to forecast trends, and we believe customer retention will be an important one. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. Customer retention or acquisition? Show your customers you truly care.

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Customer retention Feedback Customer Care Metrics 92

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful.

Accountability 52

Accountability Customer Support Management Upselling 52

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. Factors to Consider in Prioritizing the Customer Accounts.

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Customer retention Finance SaaS Consulting 59

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past. When people feel cared for, they stick around.

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Customer retention Finance Benchmark Banking 52

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. Factors to Consider in Prioritizing the Customer Accounts.

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Customer retention Finance SaaS Consulting 52

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Revenue Churn Rate.

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Customer retention Metrics Upselling Best practices 65

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

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Customer retention Feedback Surveys Metrics 125

ClientSuccess

MARCH 17, 2020

For many people working in the SaaS industry, the term Customer Relationship Management (CRM) has become a blanket ‘catch-all’ term for anything having to do with sales, onboarding, adoption, renewals, and, yes, customer retention. So, do you really need a stand-alone customer retention management solution?

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Customer retention Management SaaS CRM 59

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.

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Customer retention B2B SaaS Accountability 52

Kapta Customer Success

MAY 16, 2022

According to a collection of statistics from SEMrush, "44% of businesses focus on customer acquisition, while only 18% focus on customer retention.". But the statistics don't reflect this.

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Accountability Customer retention Management Sales 104

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Get a 360-Degree View of Your Customers . This is shocking.

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Customer retention Chief Customer Officer SaaS Accountability 97

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. Factors to Consider in Prioritizing the Customer Accounts.

Customer retention 52

Customer retention Finance SaaS Consulting 52

Kapta Customer Success

AUGUST 14, 2023

Greg Daines of ChurnRX gave a fascinating presentation at KAMCon 2023 titled, " Building Account Strategy On The 3 Laws of Retention." He shared some of his churn research results and revealed how we can overcome the obstacles to customer retention so we can minimize customer churn.

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Accountability Customer retention Management 52

CustomerSuccessBox

APRIL 27, 2021

In a subscription economy, customer retention is a necessary focus for business as a SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. This is where Customer Success Platforms comes in. So, how do you do it?

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Customer retention SaaS Accountability Engineering 52

SharpenCX

JUNE 8, 2021

As a contact center manager, your team is responsible for keeping customers happy. If your team can’t retain customers and establish long-term relationships that last, your entire company suffers the losses. Read Next]: Learn about how to build brand loyalty from Buffer, a brand that dominates in customer experience.

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Customer retention Coaching Employee engagement Contact Center 76

Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. Retain Customers for Life.

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Customer retention B2B Enterprise Metrics 64

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Professional services and training.

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Customer retention Advertising Engineering Upselling 64

Education Services Group

NOVEMBER 25, 2019

But to their own detriment , some of these executives aren’t fully committing to the importance of Customer Success. Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Customer Success and Account Management Serve Different Purposes.

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Accountability Management Upselling Sales 59

JustCall

NOVEMBER 24, 2022

Soon after the SDRs or Sales Development Reps have done their job, AEs or Account Executives are sales professionals who are the first ones to interact with prospects. Account Executives, often called Sales Managers, are responsible for closing company sales and are directly responsible for generating revenue for your business.

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Accountability Calibration Sales B2B 52

Integrity Solutions

MARCH 21, 2022

With the rise of cross-functional buying committees in B2B selling situations, sales and marketing professionals are reevaluating some of their “tried-and-true” methods and shifting away from just individuals to more of an account-based sales approach. One of the hallmarks of account-base sales is hyper-personalization.

Accountability 52

Accountability Sales Customer retention B2B 52

Nicereply

MARCH 23, 2023

Customer retention is an important topic for all departments to understand. Typically the onus to renew a customer is on account or success managers, but all aspects of the customer journey contribute to retention. If you were in the Control group, you didn’t get any of these gifts.

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Customer retention B2B B2C Benchmark 52

Kapta Customer Success

JANUARY 16, 2023

There’s been some conversation about factors that influence account retention. A recent post on LinkedIn by Greg Daines cited research that smaller customers have less than half the average lifespan of Midmarket (MM) and Enterprise (ENT) customers.

Accountability 40

Accountability Customer retention Enterprise Management 40

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

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Customer retention Journey mapping SaaS Benchmark 87

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

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Customer retention SaaS Education Feedback 52

CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. There is a treasure trove of data on how customers interact with your organization yet most organizations are unable to act on these data points. Drive Customer Retention With Three Kinds Of Early Warning System.

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Customer retention SaaS B2B Upselling 52