ChurnZero

MARCH 14, 2025

Lifetime value (LTV) Formula: Average revenue per customer x customer lifespan Why it matters: Helps track total value a customer brings over time, ensuring short-term gains dont come at the expense of long-term success. 5: How do you capture the value that customer success brings to sales?

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. Which of your customers are getting value and which are not deriving value out of your product. Integrations.

Customer retention 52

Customer retention B2B SaaS Accountability 52

Calabrio

APRIL 11, 2025

Shadowing live calls helps trainees understand nuances, hear best practices in action, and ask questions in context, while also fostering social learning, a more collaborative culture, and better team morale. Best for: Personalized skill development, addressing specific performance gaps, career pathing, and providing ongoing support.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Balto

JANUARY 3, 2025

How Call Center Monitoring Links to Business Goals Monitoring can directly influence key organizational metrics: Net Promoter Score (NPS): Delivering consistent, high-quality service positively impacts customer advocacy. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Totango

JULY 22, 2022

You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. .

Metrics 107

Metrics Best practices Customer retention Enterprise 107

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 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. Showcase client case studies. Showcase Client Case Studies. Overdeliver value.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Kayako

AUGUST 12, 2022

Bottom line, personalized customer service is important because it increases customer satisfaction and customer loyalty. Increased loyalty results in higher customer retention, reducing expensive churn and increasing customer lifetime value (CLV). How To Provide Personalized Customer Service?

Personalization 117

Personalization Customer Service Government Customer effort 117

Outsource Consultants

MARCH 21, 2025

They play a vital role in business growth and customer retention. A study by the Rain Group found that 82% of buyers accept meetings with sellers who proactively reach out , a statistic that highlights the effectiveness of outbound calls in securing new business opportunities. Tip: Ask for case studies in your industry.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67

Callminer

JULY 15, 2019

The Voice of the Customer (VoC) and Voice of the Employee (VoE) captured with speech analytics offers a rich resource for CX insight across the customer journey.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Global Response

MARCH 27, 2024

Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Here are three case studies of companies that successfully implemented call center analytics.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Interaction Metrics

FEBRUARY 20, 2025

A well-trained frontline team can turn a negative experience into a positive one, creating opportunities to build stronger customer relationships. Use real customer feedback to tailor training sessions that focus on common pain points and best practices for resolution. Train your employees on survey best practices.

Surveys 62

Surveys Benchmark Feedback Metrics 62

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.

Technology 108

Technology Customer centricity Enterprise Surveys 108

Fonolo

JANUARY 14, 2020

And their mix of fun, quirky illustrations with a great UX, detailed information, and relevant case-studies make it one of our go-to resources. Top Pick: Creating a winning customer-centric marketing strategy. Despite her unorthodox beginnings, Marsha is a very well-known customer service consultant. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

LiveChat

JANUARY 3, 2019

The first post on our list is the LiveChat case study about the long way to reach 100k unique views on our blog. Shopify customer service – best practices to implement in your business. Another case study on my list comes from Mateusz, LiveChat Marketplace Specialist and my office neighbor.

Chatbots 59

Chatbots B2B SaaS B2C 59

ProProfs Blog

MAY 1, 2020

Both these brands have countless features in customer service stories , case studies , and journals. . A good customer service skills training program concludes with employees taking thoughtful takeaways from insights into various examples and market trends discussed in it. What are the areas of customer service?

Customer Service 128

Customer Service Customer Support Education Feedback 128

Fonolo

APRIL 4, 2019

When it comes to contact center ‘best practices,’ the library runneth over: Hundreds of articles and reports have been written on the practical ways contact centers can reduce operating expenses without sacrificing quality. We talk about: How you can save 40% on customer service costs. Successful case studies.

Contact Center 10

Contact Center Customer Service Best practices Call Center 10

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.

Technology 92

Technology Customer centricity Enterprise Surveys 92

Outsource Consultants

JANUARY 8, 2025

For those aiming to enhance customer experience, seek BPO partners with a proven track record of high customer satisfaction scores and experience in your industry. The right partner should provide case studies and references that showcase their ability to meet your specific objectives.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Fonolo

APRIL 18, 2019

We talk about: How you can save 40% on customer service costs. Successful case studies. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year. A sneak peak at a selection of the slides!

Contact Center 59

Contact Center Customer Service Call Center Scripts 59

Outsource Consultants

JANUARY 28, 2025

A top-tier contact center must integrate these channels seamlessly, providing a unified customer experience. Companies with omnichannel customer experience management programs achieve a 91% higher year-over-year customer retention rate compared to those without such programs.

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

ChurnZero

MARCH 14, 2025

Lifetime value (LTV) Formula: Average revenue per customer x customer lifespan Why it matters: Helps track total value a customer brings over time, ensuring short-term gains dont come at the expense of long-term success. 5: Capture and communicate the value that customer success brings to sales.

Upselling 52

Upselling Sales Customer retention Consulting 52

Taylor Reach Group

APRIL 25, 2018

Our conference content has been developed with the support of leading brands' CX practitioners to ensure that it provides value and cross industries best practices for those who are looking to start, accelerate or reboot their programs. Customer Experience Conference & Industry Awards – May 22 – 24, Vernon, BC.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Education Services Group

JUNE 4, 2019

To take advantage of this collaboration, make it a priority to capture customer stories. For larger clients, it’s a good idea to conduct interviews and build a case study around exactly what you did to help them. Create Events Where Prospects and Customers Can Mingle. These assets are doubly useful.

Marketing 53

Marketing Best practices Upselling Sales 53

ViiBE Blog

APRIL 19, 2021

Don’t go out of your way to create problems, but realize that each case of dissatisfaction is an opportunity. Case study: what is service recovery in healthcare? While healthcare is an industry with its unique issues, the approach to customer service and service recovery remains the same.

Healthcare 52

Healthcare Feedback Surveys Best practices 52

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

SmartKarrot

APRIL 15, 2022

We have stressed it time and again – customer retention is key to the growth of a business! Good customer retention rate = product/market fit. It also means increased customer lifetime value, increased revenue, lower customer acquisition cost , and higher average order value. What makes it a must-read.

Customer retention 19

Customer retention CRM SaaS Customer centricity 19

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

CustomerSuccessBox

FEBRUARY 20, 2022

Undoubtedly, the success of your customer translates into the success of your business. A customer who saw success using your product is not going to go away. Customer Retention exponentially increases your revenue, lest you forget. Loyal customers are the most valuable asset that a business can have.

Best practices 52

Best practices Journey mapping Customer retention Marketing 52

Education Services Group

SEPTEMBER 29, 2020

Case studies. Without the involvement of Customer Success, sales will likely be resorting to the same select few case studies you’ve been using for years. It’s worth noting that case studies will often highlight new use cases for your product or service that you may not have otherwise known.

Sales 52

Sales Benchmark B2B SaaS 52

Outsource Consultants

FEBRUARY 9, 2025

telecom company improved bilingual customer retention by 30% by leveraging culturally aligned agents. What to Look for in a Mexico Call Center Selecting the right Mexico call center partner is essential for successful bilingual customer support. During the assessment, pay close attention to the vendor’s track record.

Call Center 67

Call Center Customer Support outsourcing Interactive Voice Response 67

CustomerSuccessBox

DECEMBER 27, 2021

Driving early value lays the foundation of a strong customer relationship. This increases customer satisfaction and solidifies customer retention. Fortunately, Customer Success is there to ease your burden! Additional Read- Customer Success KPIs. Best Practices for early TTV.

Metrics 52

Metrics SaaS Best practices Customer retention 52

Global Response

DECEMBER 21, 2023

Not to mention that outsourcing teams, who focus on customer service and customer experience 100% of the time, tend to have stronger, more established systems and processes for providing the highest quality of customer service. This experience is intensely frustrating, and results in a loss of brand trust and customer retention.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Global Response

DECEMBER 21, 2023

Anytime you transfer or share sensitive customer data externally, you have the opportunity for a data leak, privacy risks or security problems. Measuring the Impact on Customer Satisfaction By now, you can see the massive benefits outsourcing your help desk has for your business and organization. Expertise and experience.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

ClearAction

AUGUST 6, 2019

group that makes sure anybody interacting with customers (internal/partner/etc.) is using material and content in alignment with defined tone of voice and customer needs per customer journey insights. Customer Journey Mapping Best Practices. adopting a practice because everyone is doing it).

Marketing 48

Marketing Journey mapping Customer centricity Best practices 48

ChurnZero

JULY 19, 2022

Use in-app product walkthroughs to provide helpful tips and point out aspects of your product or service that your customers may not have noticed yet. . Share case studies, best practices, and other relevant content. Another tactic is to connect free trial downloads with personalized email drip campaigns.

SaaS 52

SaaS Feedback Personalization Upselling 52

CSM Magazine

JUNE 22, 2023

Integrating high-quality data into their customer service strategies will help companies achieve their goals, including increased customer retention rates, improved brand reputation, and higher profitability. Evaluating Customer Satisfaction through Surveys Surveys are an effective way to gather data on customer satisfaction.

Customer Service 52

Customer Service CRM Accountability Customer retention 52