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 Upselling 98

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

Hodusoft

NOVEMBER 27, 2024

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The numbers back this up. You know where this leads!

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Totango

JUNE 24, 2022

The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics. Delivering successful SaaS outcomes requires using tools to engage customers digitally, such as in-app messages, live chat, and email.

Best practices 109

Best practices SaaS Journey mapping B2C 109

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? Customer Retention Rate. Customer Health Score.

Customer retention 66

Customer retention Metrics Upselling Best practices 66

Totango

OCTOBER 25, 2022

Customer success job titles for the same functions also may vary from one company’s customer success department structure to another. . How to Structure a Customer Success Team: Four Best Practices. Customer success organizations will enjoy an optimal performance by following some established best practices.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

PeopleMetrics

MAY 30, 2015

As customer experience professionals , our job is to help them, so they’ll come back again. If we took the time to strip down key performance metrics like Net Promoter Scores and customer satisfaction, we’d end up with our basic ability to help customers achieve their goals.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

TeleDirect

MARCH 20, 2025

Excellent service leads to: Increased customer satisfaction and loyalty Higher first-call resolution (FCR) rates Reduced call handling times Improved brand reputation and customer retention 18 Tips for Exceptional Call Center Customer Service 1. Q4: What metrics should call centers monitor to measure performance?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Customers want their issues resolved on the first call, without needing to make multiple follow-ups.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Totango

FEBRUARY 9, 2022

At a minimum, it allows new customers the option of choosing to have their credit card billed automatically at renewal time. A best practices renewal automation strategy, however, goes well beyond this minimum to ensure renewals. Automated procedures also may be set up to reach out to customers who fail to renew.

Customer retention 100

Customer retention SaaS Best practices Upselling 100

GetFeedback

OCTOBER 22, 2018

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. Here are two very effective (and often overlooked) ways to predict customer retention.

Customer retention 90

Customer retention Surveys Customer effort Best practices 90

TeleDirect

MARCH 9, 2025

By implementing proven strategies to reduce call center wait times, businesses can create a faster, more seamless experience for customers while improving overall call center efficiency. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Call back customers at a scheduled time, reducing frustration.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

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. What is customer loyalty? Maintaining customer loyalty is simple, but not easy.

Customer Service 196

Customer Service Best practices Surveys Feedback 196

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. Consider both objective and subjective metrics.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Education Services Group

APRIL 27, 2022

I’m not going to waste time trying to document how to correctly (mathematically) calculate all the three letter acronyms—but feel free to check out our Customer Success Definitions, Calculations, and Lingo…Oh My! Instead, I want to do some level setting on some specific metrics and flaws I see in the industry. The Resolution.

Metrics 98

Metrics Surveys SaaS CRM 98

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 103

Best practices Surveys Upselling Journey mapping 103

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 102

Best practices Surveys Upselling Journey mapping 102

Totango

NOVEMBER 3, 2021

It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. Here we’ll cover some best practices for getting the most out of your NPS surveys. Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty.

Best practices 100

Best practices Surveys Upselling Journey mapping 100

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. We cover: How does customer success work with investors? Customer retention.

Metrics 98

Metrics Consulting Consulting Best practices 98

CSM Magazine

NOVEMBER 5, 2024

The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. In today’s competitive environment, businesses that prioritize effective customer service see stronger customer retention and loyalty.

Customer Service 52

Customer Service Management Metrics Consulting 52

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.

Call Center 345

Call Center Contact Center Finance Consulting 345

Totango

FEBRUARY 4, 2020

Customer-centric growth puts customers at the heart of your business strategy. While sales are always an important facet of any growth strategy, customer-centric growth means also emphasizing customer retention. This shift is rooted in the concept that when your customers succeed, so does your enterprise.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Nicereply

JANUARY 23, 2023

Measuring your customer experience (CX) can feel complicated. There are so many different CX metrics you could track. Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement. What is customer satisfaction (CSAT)?

Metrics 98

Metrics Customer effort Surveys Feedback 98

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 72

Best practices Personalization Customer retention Enterprise 72

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone. Get Calculator.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. Regardless just remember that there is no one-size-fits-all approach for CS metrics. Blog Author: Alex Weihmann.

Best practices 72

Best practices Upselling Accountability SaaS 72

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Customer cohorts set your metric baselines.

Metrics 98

Metrics SaaS Surveys Self service 98

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. His background includes transforming organizations, implementing best practices, and optimizing processes enhancing operational excellence. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

MAY 6, 2022

Here we’ll cover what you need to know about customer health scores. We’ll define customer health score, what metrics go into it, and what it tells you about customer accounts. Then we’ll lay out some steps you can take to improve customer health scores. What Is Customer Health Score?

Best practices 124

Best practices Upselling Journey mapping Metrics 124

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer retention 63

Customer retention B2B Enterprise Best practices 63

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

customer sure

JANUARY 20, 2025

You might have the most customer-centric mission statement in the world, but it can be destroyed in a moment by a casual comment which betrays an inauthentic attitude to customers. One is to make sure earning customer retention through great service receives as much focus, investment and reward as winning new business.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

Global Response

OCTOBER 15, 2024

Most businesses could benefit from an omnichannel contact center approach, as it provides a customer service experience that meets (and exceeds) customer needs and expectations and gives a competitive advantage.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

JustCall

APRIL 20, 2022

Employing customer service best practices should be the biggest priority for businesses in 2022. Did you know 1 in 3 consumers would consider switching companies after one bad customer service experience? Of course, the task is far from easy but with the right tools and best practices, it is achievable.

Best practices 52

Best practices Customer Support voip Coaching 52

JustCall

MARCH 14, 2023

In this article, we’ll cover what call screening is, how it works, its benefits, and the best practices of a phone call screening service. It helps you prioritize calls and decide whether you want to respond to the call and, if yes, how best to respond. Get robust CRM integration for access to customer data.

Best practices 52

Best practices Interactive Voice Response voip Abandon rate 52