ChurnZero

APRIL 5, 2022

These are just two data points that underscore the importance of the customer experience and one of the major forcing factors bringing Customer Success and customer education teams together. Instead, Customer Success and customer education operated in siloes — if they existed at all.

Education 98

Education Customer centricity CRM Best practices 98

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. This is a guest blog post by Anita Toth, Chief Churn Crusher. .

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Outsource Consultants

JANUARY 16, 2025

It’s not just about monitoring calls; it’s about continuously improving every customer interaction. This guide will walk you through the essential steps to create and maintain a top-notch QA program that aligns with your business goals and exceeds customer expectations.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

ProProfs Blog

SEPTEMBER 17, 2021

In the next section, let’s understand some employee experience best practices. According to the Cvent report , highly engaged employees can increase the average customer retention rate by 18%. Hence, hire people from different educational backgrounds, cultures, linguistics, etc., Source: Prolific Living Inc.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You invited customers to co-create and validate what you learned. Imagine yourself a year from today.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Totango

MAY 6, 2021

What is customer retention ? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer retention 76

Customer retention Best practices Education Benchmark 76

Education Services Group

AUGUST 17, 2021

Drop a new CSM into an open spot on your team and they’ll be reacting to customer needs as well as they can. Educate that same CSM with deeper understanding of Customer Success and best practices and they’ll be a proactive, efficiency generating maniac! Are your CSMs thriving…or looking elsewhere for help?

Education 98

Education Best practices Employee engagement Management 98

Fonolo

MARCH 6, 2019

Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared? eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*. Read on to learn about (and bookmark!)

CCNG 102

CCNG Customer Service Education Contact Center 102

Comm100

FEBRUARY 23, 2021

Your customer service agents should be trained to handle any kind of customer service situation, whether they’re working from home or on-site. From escalations to everyday responses, make sure that your employees know the best practices for helping customers. Customer happiness is everyone’s responsibility.

Best practices 52

Best practices Customer Service Customer retention Morale 52

Totango

SEPTEMBER 20, 2022

First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. Provide Superior Support.

B2B 88

B2B SaaS Education Brand ambassadors 88

CustomerSuccessBox

MAY 18, 2022

Customer Exit Survey Best Practices. Customer Exit Survey Best Practices Every survey is different. Determine if the problem is one of consumer education, product-market fit, or ICP fit. How to Conduct Customer Exit Surveys. This technique can help you boost customer satisfaction and retention.

Best practices 52

Best practices Surveys Construction SaaS 52

Callminer

JULY 30, 2020

The #1 reason these customers switch brands is that they feel underappreciated and don’t believe the company cares about them. Accept that the customer is correct in what they are saying and ask what can be done to take care of the issue right now.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Totango

JULY 15, 2021

They are tasked with aligning all revenue-related tasks, such as pricing, sales, customer support, marketing and revenue management. A CCO is focused on the customer: customer retention, customer service, and building customer relationships. What is the Salary Range for a Chief Customer Officer?

Chief Customer Officer 128

Chief Customer Officer Customer centricity Education Best practices 128

Totango

DECEMBER 28, 2021

When your team is up-to-date on the latest best practices and technology tools and prepared to handle frequent support issues, your customer success strategy will be more effective and your customers will enjoy greater satisfaction, resulting in higher retention. Check-in Frequently with Your Current Customers .

Benchmark 102

Benchmark Best practices Education Surveys 102

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer retention 49

Customer retention Management Analytics Metrics 49

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. It streamlines content delivery and doing so at the appropriate time can keep customers not only educated, but engaged, without adding fatigue. That’s a Wrap!

Journey mapping 98

Journey mapping Best practices Education B2B 98

ChurnZero

MAY 4, 2023

According to Higher Logic , a customer community can improve engagement rates by up to 21%. Further, two-thirds of companies (66%) with an online community say it has a positive “impact on customer retention.” Tips for building an online customer community At ChurnZero, we take pride in following our own CS advice.

SaaS 98

SaaS Gamification Best practices Feedback 98

Education Services Group

JUNE 18, 2018

How do I increase customer retention? Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer retention 45

Customer retention Management outsourcing Best practices 45

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Support 90

Customer Support Education Customer retention Feedback 90

Totango

SEPTEMBER 22, 2023

Retention increases when customers get results, leading to increased purchasing and ultimately boosting enterprise revenue growth. CS, more than any other function, is positioned to be the driver of customer results and customer retention to fuel growth.

Enterprise 120

Enterprise Education Best practices Customer retention 120

Outsource Consultants

AUGUST 3, 2020

Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. . Boost Customer Satisfaction for Travel Industry ROI. Keeping customers happy is the easiest way to motivate customer retention.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. An effective customer success job description lists the qualifications, essential skills and preferred skills needed to perform the job effectively. Expertise in working with a particular industry, company size, or customer type.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Education Services Group

OCTOBER 15, 2020

I’m excited to pair PES with NPS, then incorporate both into future Customer Success projects. Gary Gatio, Education Subscriber Experience Agent. Breadth, depth, and frequency represent the trifecta of PES, and the way Pendo Founder and CEO Todd Olson broke it down simply made sense. Meaningful Audience Engagement.

Best practices 105

Best practices industry standards Customer centricity Sales 105

CSM Practice

DECEMBER 19, 2021

Best practices for building a CS tech stack. Answer the following questions and you’d naturally find the best practice that suits your business. . This translates to increased productivity and enhanced customer engagement. Happy customers are the true brand ambassadors for your business. Communication tool.

CRM 98

CRM Brand ambassadors Best practices SaaS 98

ClientSuccess

FEBRUARY 22, 2023

Customer success managers work with customers to identify and help them achieve their goals. This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience.

First call resolution 70

First call resolution Best practices Upselling Education 70

Callminer

JULY 15, 2019

Ember Services and CallMiner invite you to an educational webinar on how through analytics you can unlock the value buried in your customer interactions and will also highlight customer examples of success. Join us to find out: Register for 1pm BST Session.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Totango

NOVEMBER 7, 2019

Help the customer achieve their business goals by ensuring there is a seamless sales to CS handoff, create personalized milestones, constantly analyze customer data to ensure they are not experiencing any bottlenecks, and teach them how to use all of your product’s features.

Best practices 85

Best practices Education Enterprise Management 85

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Advocate on behalf of the customer —even if it means making a sacrifice in terms of time, cost, or other resources.

Benchmark 80

Benchmark Upselling Education Best practices 80

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. She has a proven record implementing customer-focused retention and growth strategies for cloud-based global tech companies. Follow Charlie on LinkedIn. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Education Services Group

SEPTEMBER 23, 2022

Want more expert advice on Voice of the Customer ? The post Webinar Q&A Recap: Using Voice of the Customer to Increase Customer Retention appeared first on ESG. Watch the recording of this webinar to catch up on the full conversation! Follow Anita on LinkedIn !

Customer retention 52

Customer retention Surveys Feedback Personalization 52

ChurnZero

AUGUST 24, 2018

The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. The total financial impact of customer retention. Q: What are some best practices about asking for NPS.

Finance 61

Finance SaaS Education Surveys 61

Kayako

MARCH 21, 2017

“Someone I had sent a reply to in a ticket found me at a conference last year, and thanked me for taking the time to write back acknowledging his feedback, and also for sending educational material about how and why we work here. “He had been unaware his particular request involved some best practices. ” Eva.

Education 84

Education Best practices Feedback Personalization 84

CSM Practice

JANUARY 13, 2021

In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively. We’ll start with the basics and cover the different components of the renewal process, such as: The Customer. Best practices. Put your customer’s first.

SaaS 98

SaaS Customer centricity Accountability Education 98

Education Services Group

FEBRUARY 26, 2023

It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. In order to enable our customers to realize the full value of their investment in us, we need a lot of other elements to come together. At ESG, we call it the CS roadshow.

Education 97

Education Sales Management Marketing 97

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Best practices Customer retention SaaS 76

Totango

MARCH 26, 2021

Now that we have an idea of what the customer lifecycle is, let’s take a closer look at each of its stages and how best practices combined with technology can help optimize the customer experience in each stage. Use automation to implement best practices and assist struggling customers.

SaaS 68

SaaS Best practices Upselling Education 68