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

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

ClientSuccess

JUNE 19, 2019

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Increasing customer retention by 5% can increase profits by 25-95%. Webinars and Live Demos: The Secret to Leveling Up the Customer Game.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

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

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

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.

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Customer retention CRM Upselling Sales 75

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.

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Customer retention Upselling SaaS Customer centricity 61

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

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 Management 52

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

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

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

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

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

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

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

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.

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SaaS Metrics Customer retention Construction 94

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

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 2, 2024

You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey. In our webinar, You Mon and Rob discussed the B2B SaaS market’s current state, including the impact of tech advancements and changes in work culture, and what it means for SaaS leaders.

SaaS 52

SaaS Benchmark B2B Surveys 52

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 .

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Scripts APIs Customer retention Enterprise 62

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

ClientSuccess

JANUARY 12, 2021

While 2020 was a completely unprecedented time for most SaaS organizations, their customers, and their employees, it also forced customer success teams to rethink how they worked with accounts and the services they provide. This past year was all about flexibility, pivoting, and delivering value to customers above all else.

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Journey mapping Accountability SaaS Customer retention 53

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. On the contrary, customer success is proactive and aims to anticipate and solve problems before customers reach out.

Education 59

Education Accountability Customer retention Journey mapping 59

ClientSuccess

JUNE 8, 2022

Unfortunately, the pressure is often put on the shoulders of a CSM if a customer was oversold or promised something from sales that the product cannot deliver, which can lead to an unfortunate customer experience. Follow a consistent level of communication that works for the customer. . Toolkit: Churn Management Toolkit.

Customer retention 52

Customer retention Metrics Sales Accountability 52

ClientSuccess

JUNE 22, 2022

Every customer has unique goals and is looking to a vendor organization to help solve a problem or two. 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? . Toolkit: How To Build Customer Loyalty.

Benchmark 52

Benchmark Customer retention Accountability Customer Experience 52

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. Educate and Empower: Empowered customers are loyal customers.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

SmartKarrot

JANUARY 27, 2022

Undoubtedly, this workflow automation comes in handy, but it is helpful only when you target the right potential customers. Account-based marketing is the first real step towards achieving the marketing automation dream. So, why has the account-based approach not been applied in each and every company? Like what you are reading?

Accountability 10

Accountability Sales Marketing Customer advocacy 10

ClientSuccess

NOVEMBER 15, 2022

This means going beyond the typical customer service script and getting to know your customers on a personal level. Here are five customer retention strategies that will help you succeed: 1. Understand Your Customers’ Goals and KPIs. Focusing purely on retention can lead you to be too cautious.

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Personalization Finance Feedback Scripts 74

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

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?

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Journey mapping Customer Experience Interactive Voice Response Contact Center 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 65

Best practices Metrics SaaS Feedback 65

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. 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. You Mon is an seasoned entrepreneur and the founder and CEO of ChurnZero.

SaaS 52

SaaS Metrics Customer retention Construction 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 64

Best practices Metrics SaaS Feedback 64

CustomerSuccessBox

JUNE 21, 2022

This leads to a smooth transition of customers and creates a better customer experience. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Customers, usually, stay loyal to a firm that invests its resources in onboarding content.

Education 52

Education Customer retention Sales B2B 52

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. 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.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time.

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Upselling Accountability Customer retention Metrics 65