NICE inContact

OCTOBER 10, 2019

Talk about customer retention. Customers who have positive associations with a brand are more loyal because they know they can rely on that brand for a positive experience. Let’s look more closely at the link between customer experience and customer retention. The key is knowing more about your customers.

Customer retention 70

Customer retention Customer Experience Customer emotions Contact Center 70

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. Ready to learn more about what makes ChurnZero the perfect match for growing Customer Success Teams?

Best practices 72

Best practices Upselling Accountability SaaS 72

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

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

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 Metrics Surveys 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

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

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

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

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

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

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 Management 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

Education Services Group

DECEMBER 14, 2022

Watch the recording of this webinar to catch up on the full conversation! The post Webinar Q&A Recap: Dark Matter Data and AI-Driven Innovation: the Future is Here appeared first on ESG. If it is making emails at scale, videos at scale, writing or pulling together information.

Engineering 52

Engineering B2B Technology Enterprise 52

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 Management Best practices Feedback 52

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

Education Services Group

MAY 25, 2022

Having co-founded the massively popular CS community, Gain Grow Retain, and as Higher Logic’s Chief Customer Officer, Jay Nathan has a wealth of knowledge about Customer Communities and how to successfully launch (or revamp) them. We asked him to join us for this month’s webinar to discuss exactly how to do that. .

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid.

Feedback 52

Feedback Sales SaaS Marketing 52

Education Services Group

OCTOBER 25, 2022

Watch the recording of this webinar to catch up on the full conversation! The post Webinar Q&A Recap: The Economy & Customer Success – The Impact & What to Do About It appeared first on ESG.

Marketing 52

Marketing Sales Customer centricity Coaching 52

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

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 103

Metrics Best practices Customer retention Enterprise 103

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

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

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

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

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 84

Best practices Education Enterprise Management 84

Nicereply

NOVEMBER 21, 2023

Customer Churn: An NPS survey when a customer leaves can tell you why they’re going. This is crucial for enhancing your customer retention strategies , which can lower churn and boost loyalty. Customer Retention Survey template On a scale of 0 to 10, how likely are you to continue using our services?

Surveys 59

Surveys B2B Feedback Education 59

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

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 87

SaaS Upselling Enterprise Best practices 87

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

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Upcoming Webinar.

Finance 61

Finance SaaS Education Customer retention 61

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 Customer Support 73

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

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 109

SaaS Journey mapping B2B Feedback 109

CSM Magazine

FEBRUARY 22, 2022

Host webinars. As a result of the pandemic, webinars became the newest way of informing users, and this trend will likely continue in 2022 and beyond. You can use webinars to inform your clients about new features in your product, new services, or upcoming events. Plan events on social media. Utilize SMS marketing.

Brand ambassadors 52

Brand ambassadors Education Sales Marketing 52

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.

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CCNG Customer Service Education Contact Center 102