ShepHyken

APRIL 26, 2021

One of the main points is that customer service is becoming the face of a brand. Once you adopt that mindset, you’ll see how some of the best marketing, customer retention, and more come from your customer service and support. Think about that!

Customer Service 361

Customer Service First call resolution Contact Center Best practices 361

ShepHyken

MARCH 13, 2017

He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it. In this informative article he shares five of the ways his team delivers a consistent customer experience. 3 Best Practices to Retain Customers and Stop Churn by Sarah Frazier.

Customer Service 236

Customer Service Best practices Customer retention Customer Support 236

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Work Cross-Functionally During SaaS Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Sales 98

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 103

Customer retention Upselling CRM SaaS 103

Totango

OCTOBER 2, 2020

Equipped with the knowledge provided by customer data, you can help your customer survive tough times by offering practical solutions that add value and ultimately contribute to customer retention during economic downturns — even ones caused by a pandemic. Establishing Customer Status and Goals.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 99

Best practices Surveys Upselling Journey mapping 99

Totango

OCTOBER 25, 2022

Customer Success Manager : A CSM works one-on-one with customers, guiding them through the customer journey and fostering a positive connection. They also advocate for customers’ business goals and anticipate how to meet them and how they will change over time. Build Customer Loyalty.

Best practices 98

Best practices Chief Customer Officer Customer centricity Sales 98

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Best practices 97

Best practices Surveys Upselling Journey mapping 97

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Knowing how to capitalize on these opportunities can give you an advantage over competitors. Read on to learn the keys to effective customer success for SaaS clients.

Best practices 106

Best practices SaaS Journey mapping B2C 106

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Following best practices to automate retention can optimize renewal rates.

Customer retention 97

Customer retention SaaS Best practices Upselling 97

ShepHyken

APRIL 11, 2017

Adam Dorrell on How to Monetize the Net Promoter Score. How do you use the Net Promoter Score® to retain your customers? How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention?

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Why Your Enterprise Needs Customer Retention.

Customer retention 87

Customer retention Management Enterprise Best practices 87

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Customer Service 180

Customer Service Customer retention SaaS Best practices 180

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. How to Be Consistent with Self-Service Channels.

Self service 402

Self service Best practices Customer Experience Call Center 402

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Why Your Enterprise Needs Customer Retention.

Customer retention 85

Customer retention Management Enterprise Best practices 85

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

ProProfs Blog

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

ProProfs Blog

NOVEMBER 9, 2021

Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach. What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition.

Customer retention 64

Customer retention Advertising Engineering Upselling 64

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Caroline Lee. cocosign_online.

Call Center 345

Call Center Contact Center Finance Consulting 345

Aspect

MAY 6, 2020

It’s been proven again and again that happy agents lead to happy customers, and higher employee satisfaction from home agents drives improved CSAT, customer retention and loyalty. Learn more about best practices in business continuity.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Totango

SEPTEMBER 15, 2020

The following stakeholder engagement best practices are a great place to start: Build Key Relationships. The more meaningful communication you have with your customers, the better your relationship will be. However, every type of stakeholder can benefit from the following stakeholder engagement best practices: 1.

Best practices 71

Best practices Personalization Customer retention Enterprise 71

ProProfs Blog

SEPTEMBER 17, 2021

In the next section, let’s understand some employee experience best practices. Read more: How to Use e-Learning for Employee Onboarding. According to the Cvent report , highly engaged employees can increase the average customer retention rate by 18%. 31 Ways to Improve Employee Experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

ShepHyken

MAY 20, 2022

A 5% increase in customer retention increases profits by 25-95%. It’s estimated that new customers cost five times more than loyal customers. Good customer service is a strong pillar of customer loyalty. How to choose a feedback tool for measuring NPS? There are many tools that can help you with that.

Customer Service 200

Customer Service Best practices Surveys Feedback 200

Totango

MAY 6, 2021

What is customer retention ? And how do you do it? 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.

Customer retention 75

Customer retention Best practices Education Benchmark 75

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Incorporate Customer Feedback.

Customer retention 88

Customer retention Journey mapping SaaS Benchmark 88

TechSee

APRIL 16, 2019

Proactive assistance is the practice of identifying and resolving customer issues before they become problems. Taking the initiative in support processes could increase customer retention rates by 3-5% with consumers generally positive toward proactive service.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Here are five of the most important ones and how to calculate them.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

OctopusTech

JULY 21, 2023

Successful companies out there leverage this important information to boost customer retention and conversion rates. By coming up with a solid customer data management strategy, one can collect, organize, and analyze all the information using customer database management software.

Best practices 62

Best practices Management Upselling Sales 62

Totango

DECEMBER 15, 2020

One way to do this is by automating the stages of your customer journey. By defining best practices for each stage, you can create and automate standard procedures to promote positive experiences. How Improving Customer Experience Increases Retention.

Best practices 115

Best practices Accountability Personalization Technology 115

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. Boost Product Adoption to Increase Customer Retention.

Best practices 99

Best practices Customer retention Metrics Accountability 99

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

TeleDirect

DECEMBER 25, 2024

For this reason, 24/7 call centers have emerged as a vital component for businesses aiming to exceed customer expectations and stay competitive. This blog explores how 24/7 call centers can transform your customer experience, their benefits, and how to implement them effectively. What Is a 24/7 Call Center?

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Check-in Frequently with Your Current Customers .

Best practices 99

Best practices Benchmark Education Surveys 99

ProProfs Blog

APRIL 15, 2019

An old belief that exists among customer support circles is that it’s easier to retain existing customers than to acquire new ones. Creating marketing strategies to reach new customers is important, there is absolutely no doubt about that, but careful thought also needs to be put into customer retention strategies.

Surveys 106

Surveys Sales Best practices Customer retention 106

JustCall

NOVEMBER 5, 2020

So, here we take you through how to run a powerful Black Friday text campaign for your business. How to Create an SMS Campaign for Black Friday? It also ensures that none of the customers go unheard. Create a Black Friday Text Campaign- Best Practices. How to Boost Service With Automated Text Messaging.

Best practices 98

Best practices Marketing Advertising Sales 98