ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. Invest in Customer Service. Upcoming Webinar.

Customer retention 75

Customer retention CRM Upselling Sales 75

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Best practices 127

Best practices Customer retention Metrics Enterprise 127

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? 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. Upcoming Webinar.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

RapportBoost

OCTOBER 20, 2018

– designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members. – increasing agent retention and shortening agent learning curves. – holding teams accountable, while having fun. ” Registration information for the webinar can be found at [link].

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

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.

Customer retention 52

Customer retention SaaS Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

Customer retention 52

Customer retention Gamification Education Self service 52

Totango

FEBRUARY 28, 2020

For example, a customer that shows a steady addition of license seats over a relatively short time may be ready for an upsell or cross-sell. Similarly, an account that has recorded a sudden drop in usage could be in danger of churn, and should prompt a re-engagement initiative. This makes customer retention critical.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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.

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Call Center First call resolution Interactive Voice Response Contact Center 122

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. As a result, CSMs spend a staggering 35% of their time compiling details on customer accounts using various tools. Tools like Chorus and Gong.io

Accountability 98

Accountability Government Chatbots Engineering 98

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. And everybody is held accountable to that remediation.

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Customer retention

Education 98

Education Benchmark Customer retention Metrics 98

ClientSuccess

JULY 20, 2021

While CSMs are working diligently daily to impact net retention positively, some additional steps can be taken to address customer net retention strategies on a broader basis proactively. Here are a few things you need to know about measuring and boosting customer net retention: 1. Want to learn more?

SaaS 69

SaaS Customer retention Upselling Accountability 69

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That webinar was – and continues to be – wildly popular because it explores the nuance behind Customer Success metrics.

SaaS 94

SaaS Metrics Customer retention Construction 94

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

ClientSuccess

AUGUST 10, 2022

But how do you know which KPIs truly measure things like customer sentiment, customer health, and, of course, customer retention? Modern customer success teams need a single source of truth that shows a customer’s overall health and success with a glance. Customer contact engagement.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ChurnZero

MAY 31, 2019

We hope you have found the advice to be useful in overcoming common obstacles in your customer retention efforts. This is when a customer who used to be your advocate or main point of contact at an account has left their role at the company, leaving you championless, making the likelihood of a renewal uncertain.

Upselling 75

Upselling Customer retention Accountability Metrics 75

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Journey mapping 113

Journey mapping Accountability Marketing Metrics 113

Education Services Group

JULY 21, 2022

So, we kept it at 13 partners globally, and right now, those 13 partners represent over 400 accounts globally. We also offer, for example, a managed services component, so once it’s installed, we actually manage and own the network on behalf of the customer so, it’s that handoff between [the two].

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Coaching 52

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

SaaS 52

SaaS B2B Customer retention Upselling 52

CustomerSuccessBox

OCTOBER 4, 2018

However, since it is a comparatively new field, there are many different ideas, thoughts on how one should be building a customer success team so that it can have a big impact on the bottom-line. The aim of customer success is to keep the customers happy and engaged so that they are using your product to achieve their goals.

SaaS 77

SaaS Customer retention Accountability Consulting 77

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid.

Feedback 52

Feedback Sales SaaS Marketing 52

ClientSuccess

JANUARY 10, 2020

By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. . Ask for feedback – and take this into account. . For many, onboarding is the first introduction end-users will have to a new product and to the customer success team.

Best practices 65

Best practices Metrics SaaS Feedback 65

Amity

FEBRUARY 2, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. • Webinars. March 7-9 - Influitive Advocamp.

SaaS 80

SaaS Education Customer retention Sales 80

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. Shai Berger , Co-Founder and CEO, Fonolo.

Airlines 104

Airlines Customer Service Contact Center Accountability 104

ClientSuccess

JANUARY 10, 2020

By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. . Ask for feedback – and take this into account. . For many, onboarding is the first introduction end-users will have to a new product and to the customer success team.

Best practices 64

Best practices Metrics SaaS Feedback 64

Totango

APRIL 26, 2021

As part of the Digital Engagement focus, next week we will share more on how to manage your customers’ digital journey in Totango using SucceasBLOCs. Join us in ‍ this live webinar ‍ to learn more about Digital Customer Success. Introducing the Nurture Customers SuccessBLOC. Digital Engagement .

Scripts 62

Scripts APIs Customer retention Enterprise 62

ChurnZero

MAY 25, 2023

Even if CS doesn’t “own” renewals or expansions in your organization, having a command of the numbers is still important: just because you aren’t held directly responsible for collecting a signed contract does not mean you are not held indirectly accountable for customer retention. Downsell at renewal forecast.

Upselling 97

Upselling Metrics Surveys Accountability 97

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.

SaaS 110

SaaS Journey mapping B2B Feedback 110

NobelBiz

OCTOBER 24, 2023

Social media engagement for customer feedback. Loyalty program enrollment for customer retention. In today’s digital age, customers can engage with brands through a wide range of channels, including social media platforms , email , and more. What is a Customer Journey Map?

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. How Customer Success can effectively drive retention.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Education Services Group

OCTOBER 25, 2022

The fact that existing customers are way more profitable than new customers, they’re more likely to be upsold and [be] more referenceable. The CS leader or Account Management leader needs to figure out the language to speak with this person to get what they’re looking for.

Marketing 52

Marketing Sales Customer centricity Coaching 52

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoint Mediums. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Customer Success Communities. Onboarding transitions a new customer to an active user of your product by guiding them through the steps they need to start using your software.

B2B 119

B2B Journey mapping SaaS Upselling 119

ChurnZero

JUNE 12, 2020

If you replied, “Customer Success Director or above,” you’re not prioritizing your team by spending valuable leadership time on administration when it should be used to build your team’s strategy and remove obstacles in their way. Who ensures the renewal process happens for all your accounts? So, what is Customer Success Operations?

SaaS 80

SaaS Metrics Customer retention Analytics 80

ChurnZero

JUNE 21, 2019

A widespread obsession with customer acquisition leaves companies blind to the pool of revenue opportunity within customer retention. Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. We hope you will be able to join us for our next webinar!

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

ChurnZero

JANUARY 17, 2020

Prior to deploying a Customer Success p latform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. The approach that may have worked for managing a small number of customer accounts can prove an obstacle as your company scales.

Best practices 72

Best practices Upselling Accountability SaaS 72