CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

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

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

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 75

Customer retention Best practices Education Benchmark 75

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 85

B2B SaaS Education Brand ambassadors 85

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

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

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

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

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 Best practices Gamification Feedback 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

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

Education Services Group

MAY 25, 2018

Unlocking a proverbial holy grail of enhanced product adoption, increased renewals, thriving upsells and product advocacy requires collaboration with other business units, especially Education Services (ES). And that’s a revelation that must remain present throughout the customer journey. TIME TO FESS UP. Still doubtful?

Education 45

Education Journey mapping outsourcing Upselling 45

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 .

Best practices 98

Best practices Benchmark Education Surveys 98

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 117

Enterprise Education Best practices Customer retention 117

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

SmartKarrot

MARCH 17, 2022

While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. Customer loyalty is the base of customer retention. Educate customers frequently.

Best practices 10

Best practices B2B B2C SaaS 10

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

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 Metrics 98

Education Services Group

OCTOBER 31, 2023

They’re two of the secrets behind a seamless customer experience, which is a hallmark of companies with very high customer retention rates. Technical Guidance : Although I know our products, sometimes I need that extra tech expertise to serve my customers better. Quick access to these resources is a game-changer.

Best practices 52

Best practices Finance Upselling Customer retention 52

CustomerSuccessBox

JUNE 21, 2022

Also, this way they get to know customers and their pain points better. 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.

Education 52

Education Customer retention Sales B2B 52

SmartKarrot

JUNE 23, 2020

A valuable list of Top 7 SaaS Subscription Renewal Best Practices for growing your SaaS Business. #1 If the customer/user engagement is low, it means they have stopped using the product and there is a low chance of customer retention. 6 Excel in Customer Education. 1 Enhance Onboarding Experience.

Best practices 10

Best practices SaaS Education Surveys 10

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

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 126

Chief Customer Officer Customer centricity Education Best practices 126

Education Services Group

DECEMBER 28, 2021

8… Customer Success and Education unite. Speaking of collaborative partnerships, CS and Education are poised to revolutionize how customers consume training and education programs to improve product adoption and reduce churn. 5… Partner Customer Success programs hit their stride.

Education 52

Education Best practices Self service Customer Experience 52

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

NobelBiz

APRIL 16, 2024

Build Customer Loyalty: When customers receive a seamless and personalized experience, they are more likely to become loyal advocates for your brand, driving more business and referrals. Training programs should be regularly updated to keep staff aware of new tools and strategies for customer engagement.

Contact Center 52

Contact Center CRM Call Center Best practices 52

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 67

SaaS Best practices Upselling Education 67

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

Education Services Group

DECEMBER 21, 2021

I attended a university with a top education program and immersed myself in the path to becoming a teacher. After graduation, I got my first job teaching second grade and settled into what I thought was a long career in education. What else could I do with a degree in Education? CS Term: NRR, ARR, & ACV.

Journey mapping 52

Journey mapping Education Metrics SaaS 52

CSM Practice

AUGUST 24, 2020

Hiring CSM Practice for this strategy development initiative introduced Accent Technologies to key business efficiencies and significantly improved key sales and customer success metrics. Improved net retention . Educated clients on possibilities and thereby increases upsell and cross-sell related revenues. .

Construction 52

Construction Best practices Upselling Sales 52

Education Services Group

DECEMBER 2, 2021

Net Promoter Score (NPS) is a very simple customer survey that asks a customer to rate how likely they are to recommend your product or service to others on a scale of zero to ten. Because it’s so simple and standardized, it’s become the go-to Voice of the Customer (VoC) metric for Customer Success.

Customer retention 52

Customer retention Metrics Education Accountability 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 Customer retention 61

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

Education Services Group

OCTOBER 27, 2020

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. There must be constant CS education across the board – this includes support and sales! Ron Arndt, Education Success Lead.

Education 52

Education Best practices Journey mapping Analytics 52

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

Education Services Group

MARCH 8, 2023

Educate yourself on how to have an informed conversation with someone responsible for ensuring the integrity of the corporate balance sheet. Shouldn’t you need to educate yourself about how a company ensures the integrity of customer relationships?” Here’s a tip. And before you react with, “Wait a minute. What about you?

Education 52

Education SaaS Customer retention Analytics 52