Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. In the meantime, you may want to check out this article on the 4 Phases of Digital Customer Success that was discussed during the webinar.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

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

RapportBoost

OCTOBER 20, 2018

Industry leaders like Heidi Rote and Jenny Craig USA are living proof that perfecting chat conversations and training agents with scientifically-based best practices are the biggest drivers of contact center profitability,” said Medrano. ” Registration information for the webinar can be found at [link]. About RapportBoost.

Contact Center 70

Contact Center Sales Average Handle Time Metrics 70

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Upcoming Webinar.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Education Services Group

SEPTEMBER 23, 2022

Watch the recording of this webinar to catch up on the full conversation! 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. So those are the types of questions you want to try to avoid. .

Customer retention 52

Customer retention Surveys Feedback Personalization 52

Callminer

JULY 15, 2019

Thursday, July 25th Customer Experience. We hope you join us for Webinarstock and the times of all the webinars at the bottom of the post, make sure to pick some interesting topics and circle the time on your calendar! Stop Avoidable Customer Churn with Great Customer Experience featuring Rant n Rave.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Education Services Group

MAY 26, 2021

Webinars are a wonderful way to learn something new, get questions answered, and maybe even make a few connections. Customer Success webinars are no exception. From career advice for CSMs to big-picture CS strategies for business, there’s something for everyone in this roundup of 7 Customer Success webinars to watch.

Best practices 52

Best practices B2B SaaS Analytics 52

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. Got a customer community that’s gathering dust?

SaaS 52

SaaS Gamification B2B Metrics 52

ChurnZero

FEBRUARY 15, 2022

A good CE program helps customers realize the total value of your product and can lead to increased retention, increased conversions, and a lower churn rate. Customer education can also take many forms such as webinars, training videos, email campaigns, FAQs, and more.

Best practices 52

Best practices Education Sales Analytics 52

ChurnZero

FEBRUARY 15, 2022

A good CE program helps customers realize the total value of your product and can lead to increased retention, increased conversions, and a lower churn rate. Customer education can also take many forms such as webinars, training videos, email campaigns, FAQs, and more. Own your customer education.

Education 52

Education Best practices Sales Analytics 52

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

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. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year.

Contact Center 10

Contact Center Customer Service Best practices Call Center 10

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

ChurnZero

NOVEMBER 26, 2024

For example, “Enterprise Customer Success Manager”. By thoughtfully crafting your job title, you will set clear expectations and attract candidates who are the best fit for the role. For instance, owning customer retention signifies direct responsibility for renewal rates. 3: Provide an engaging overview.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

NOVEMBER 7, 2019

Lack of awareness about learning materials: When you create training materials to help customers learn how to use your product’s features—such as videos, how-to articles, and webinars—you must make customers aware of those resources. Don’t let customers churn—and take hard-won revenue with them.

Best practices 85

Best practices Education Enterprise Management 85

Fonolo

MARCH 6, 2019

Since brands acknowledge that customers still make significant use of the voice channel and have responded by keeping call centers in place, they require professional support and information exchange to keep them in the know on best practices and latest trends. CCNG does just that. You can sign up for their newsletter here.

CCNG 102

CCNG Customer Service Education Contact Center 102

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem.

Sales 52

Sales Chief Customer Officer Surveys Metrics 52

Totango

SEPTEMBER 1, 2020

If the decision to renew is linked to the customer experience, then you can predict churn by accurately following and working to improve that experience. The following list of best practices can help you identify potential churn in time to do something about it. Ensure Customers See Value.

Enterprise 111

Enterprise Construction Customer retention Metrics 111

Education Services Group

MAY 3, 2022

Speakers: David Sakamoto , Vice President of Customer Success at Gitlab , and Neal McCoy. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. Watch the recording of this webinar to catch up on the full conversation! The post Webinar Q&A Recap: How Healthy is Your Health Score?

Marketing 52

Marketing Management Best practices Customer retention 52

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Increase customer retention, lower churn.

Education 98

Education Benchmark Customer retention Metrics 98

Amity

FEBRUARY 2, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. March 21-22 - Customer Success Summit. • Webinars.

SaaS 80

SaaS Education Customer retention Sales 80

ClientSuccess

JANUARY 10, 2020

First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . A best practice is to take bits of both of these tactics and combine them. . For many, onboarding is the first introduction end-users will have to a new product and to the customer success team.

Best practices 65

Best practices Metrics SaaS Feedback 65

ClientSuccess

FEBRUARY 22, 2023

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. Learn more about the role of customer success in your organization in this webinar.

First call resolution 70

First call resolution Best practices Upselling Education 70

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

Education Services Group

JUNE 22, 2022

Speaker: Joanel Bernardo, VP of Customer Success at Sunstone Partners. In this month’s Customer Success Unlocked webinar, Joanel Bernardo joined Marley Wagner and Peter Armaly to share her insights and advice for leaders who sit at the apex of Customer Success and Private Equity. .

Engineering 52

Engineering Personalization Best practices Customer retention 52

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

SaaS 52

SaaS B2B Customer retention Upselling 52

ClientSuccess

JANUARY 10, 2020

First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . A best practice is to take bits of both of these tactics and combine them. . For many, onboarding is the first introduction end-users will have to a new product and to the customer success team.

Best practices 64

Best practices Metrics SaaS Feedback 64

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Benchmark 80

Benchmark Upselling Education Best practices 80

Education Services Group

JANUARY 25, 2023

I think what we’re missing, a lot of us if we really boil it down, I think the thesis of my answers to your questions in this webinar is, AI is very good and it’s because it’s a computer. Watch the recording of this webinar to catch up on the full conversation! appeared first on ESG.

Finance 52

Finance Sales Morale SaaS 52

Amity

MARCH 20, 2016

And are you deploying strategic messaging to speak to specific individuals and not the generic “customer”? It is about following best practices: Be a Strategic Partner. Collaborate on the customer roadmap. Provide a ‘long term’ view to the customer for revenue production.

Best practices 60

Best practices Education Customer retention Metrics 60

ChurnZero

JUNE 21, 2019

A widespread obsession with customer acquisition leaves companies blind to the pool of revenue opportunity within customer retention. Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. A: I talk about random acts of Customer Success often.

Best practices 73

Best practices Customer centricity Metrics Sales 73

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Train Your Customers. Keep Customers Engaged. Train Your Customer. Or, get started with best practices for free today.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Noble Systems

SEPTEMBER 29, 2020

WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

Management 86

Management Gamification Quality management Schedule adherence 86

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

Education Services Group

FEBRUARY 25, 2022

Speakers: Perry Monaco , Head of SMB & Scaled Customer Success at LinkedIn & Jim Mercer , Global Head of Customer Success at Zoom. Watch the recording of this webinar to catch up on the full conversation! The post Webinar Q&A Recap: Nurturing Employee Success in Customer Success appeared first on ESG.

Personalization 52

Personalization Best practices Management Feedback 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. Videos and webinars provide excellent tools for demonstrating product usage through screenshots.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Education Services Group

JULY 21, 2022

We also offer, for example, a managed services component, so once it’s installed, we actually manage and own the network on behalf of the customer so, it’s that handoff between [the two]. Watch the recording of this webinar to catch up on the full conversation!

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Coaching 52