ShepHyken

MARCH 13, 2017

Richard Shapiro covers three “sales phases” that can positively impact your customer’s experience. 3 Best Practices to Retain Customers and Stop Churn by Sarah Frazier. My Comment: If customer loyalty is important to you and your business (and I know it is), then take a few minutes to not just read, but study this article.

Customer Service 230

Customer Service Best practices Customer retention Customer Support 230

ClientSuccess

NOVEMBER 2, 2022

SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Here are some tips that can help your customer success team boost customer retention and reduce churn: 1. The post Ready to Boost Customer Retention?

Customer retention 70

Customer retention Upselling SaaS Accountability 70

SharpenCX

JUNE 8, 2021

If your team can’t retain customers and establish long-term relationships that last, your entire company suffers the losses. According to research out of Bain & Company , increasing your customer retention rate by just 5% can increase profits anywhere from 25 to 95%. Customer acquisition on the other hand is costly.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

ClientSuccess

JANUARY 25, 2021

You can learn more about bridging the gap between customer success and marketing to increase retention with these resources from ClientSuccess: eBook: Customer Success as a Culture – Marketing Leader’s Edition. Webinar: How We Became a Customer-Obsessed Company.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer retention 61

Customer retention Scripts Education Marketing 61

CustomerGauge

MARCH 6, 2017

In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. Lesson 1: Know Your Numbers One of the biggest mistakes a company can make is not holding retention to as […].

Best practices 93

Best practices Customer retention 93

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer retention 52

Customer retention SaaS Education Feedback 52

BlueOcean

JANUARY 8, 2019

The LVT calculation can play an important role in determining the ROI of your customer care team, and specifically, the customer save team. The Cost of Customer Retention vs Acquisition. From a ruined reputation to a lost lifetime of sales to a never-ending cycle of replacing old customers, the cost is considerable.

outsourcing 119

outsourcing Advertising Customer retention Customer Care 119

Kayako

SEPTEMBER 1, 2016

For more information about how to hire the perfect customer support team, check out our latest eBook: The Essential Guide to Hiring Customer Support Excellence. Adopt a unified customer support strategy. Remember earlier, when I told you that customers who rely on self-service channels alone are likely to defect?

Customer retention 51

Customer retention Customer Support Self service Multichannel 51

ClientSuccess

SEPTEMBER 26, 2019

eBook: The Ultimate Guide to SaaS Customer Success Metrics. The post 5 Effective Customer Retention Tips to Implement appeared first on ClientSuccess. For additional insights, download one of these valuable resources: Webinar: Why Continuous Onboarding is Critical for Your Business. Toolkit: Churn Management Toolkit. .

Customer retention 49

Customer retention Metrics SaaS Upselling 49

Influitive

OCTOBER 30, 2015

Get actionable insights & advice from 20 of the most innovative customer experience thought leaders and practitioners in the B2B world. Download your FREE eBook now. Invest in customer engagement & retention.”. Free eBook: The CMO’s Guide to Next Gen Brand Building. Download the eBook now.

Marketing 79

Marketing B2B B2C Upselling 79

ChurnZero

JANUARY 5, 2022

So, are Customer Experience and Customer Success really the same? Perhaps, more importantly, how can businesses leverage both of these practices to improve customer retention and reduce churn? Let’s first understand the differences between Customer Experience and Customer Success. .

Customer Experience 98

Customer Experience B2B B2C Customer retention 98

ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

Customer retention 95

Customer retention Best practices B2B SaaS 95

ChurnZero

MARCH 3, 2022

Top five Customer Success resources brought to you by ChurnZero. How to crush SaaS customer onboarding: a roundup of expert advice. SaaS onboarding makes or breaks your customer retention. That’s what we set out to ask the Customer Success experts. It’s a learn-or-churn, adopt-or-get dropped experience for users.

SaaS 98

SaaS Customer retention Surveys Consulting 98

ClientSuccess

AUGUST 17, 2022

But, the longer a customer is in a partnership with an organization, the more likely they will get to know your team, product, and company and build a loyal relationship. . Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships.

Customer retention 82

Customer retention Feedback Sales Marketing 82

Nextiva

JULY 8, 2019

To serve today’s customers, we must think beyond automated sales emails or chatbots. Ask yourself if you’d like to be pitched to immediately after you’ve downloaded an ebook or white paper. So, what’s changed in customer loyalty programs? How do you keep ramping up customer retention? We’re guessing, no.

voip 67

voip Customer Service Chatbots Customer retention 67

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? Happy customers have a personal bond with their vendor organization and their CSMs.

Customer retention 78

Customer retention Upselling Customer centricity Personalization 78

ChurnZero

NOVEMBER 9, 2021

Customer onboarding is a crucial part of the customer journey to get right. It can make or break your customer retention, and when properly executed has a heavy impact on reducing customer churn. The post 6 Tips to Improve Customer Onboarding appeared first on ChurnZero.

Customer retention 98

Customer retention Feedback Benchmark SaaS 98

Fonolo

MAY 10, 2018

It’s no wonder, then, that the company plays generous host to a resourceful blog emphasizing all things customer service. Customer retention, agent management, and the intertwining of quality assurance and customer experience are some of the major themes up for grabs, largely from captivating author Jade Longelin.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ClientSuccess

JULY 20, 2021

Customer retention is the responsibility of more than just the CSM team. Even though CSMs are responsible for the daily management and ongoing success of customer accounts, retaining and, to some degree, growing these accounts should be the responsibility of an entire organization. Want to learn more?

SaaS 69

SaaS Customer retention Upselling Accountability 69

Playvox

FEBRUARY 13, 2023

It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. With a full investment in quality management, your customer support center can keep KPIs, customer retention, and revenue on track and become a mainstay of customer experience.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

TechSee

MAY 1, 2022

Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty. The CSAT score is a commonly used metric that provides valuable insights and actionable data on how happy customers are in their interactions with a company. Customer Retention Rate.

Customer Experience 109

Customer Experience Surveys Benchmark Wireless 109

ChurnZero

NOVEMBER 9, 2021

Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? It’s vital to customer retention.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

CustomerGauge

JULY 18, 2017

In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. It takes the Measure and Act cornerstones of NPS®, and builds on them to Monetize and Grow. We’ll cover the highlights of these steps, with useful tips on […].

Customer retention 81

Customer retention Customer Experience 81

ClientSuccess

AUGUST 10, 2022

Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. But how do you know which KPIs truly measure things like customer sentiment, customer health, and, of course, customer retention? eBook: Ultimate Guide to Customer Success Metrics.

Metrics 78

Metrics SaaS Customer retention Accountability 78

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. Learn more about building customer loyalty in this ebook. Why Follow the Golden Rule?

Benchmark 80

Benchmark Upselling Education Best practices 80

PeopleMetrics

MAY 7, 2015

And they're exclusive findings we didn’t include in our final ebook— which you can find here , should you be interested in similar insights into the prospect experience.). Also, to learn more about the prospect experience, click on the button below to download our research study ebook. Thanks for reading!

Customer Experience 93

Customer Experience B2B Telecommunications Sales 93

Comm100

MAY 19, 2020

Live chat allows you to give quick answers to questions about your products, solve problems faster, and assure your customers that you’re there when they need you. This is a simple, yet very effective, recipe for improving both customer service and loyalty. Discover Customer Pain Points. Download Now.

Best practices 111

Best practices Sales Analytics Benchmark 111

PeopleMetrics

DECEMBER 7, 2015

If you take a customer-centric approach, you’ll support customer retention throughout the progression. PeopleMetrics believes the customer experience starts before the customer is actually a customer. As a rule, people accept gradual change much more easily than drastic change.

Best practices 67

Best practices Customer Experience Customer centricity Customer retention 67

ChurnZero

MARCH 22, 2022

If your customers find it challenging to customize your product, or they feel your support team is unresponsive, they’re less likely to renew their subscription or recommend your software to others. These are examples of post-purchase friction points that should be mitigated to boost customer retention. .

Customer retention 98

Customer retention Sales Advertising Analytics 98

PeopleMetrics

MAY 30, 2015

If you're more of a bookish type, then I suggest checking our our new ebook, which is all about improving the experience you provide to prospective customers. It's a good, insightful read for salespeople, CX professionals, and others interested in making their customers happier.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

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. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

First call resolution 70

First call resolution Best practices Upselling Education 70

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. If you’re considering the role yourself, check out our eBook, The Future CCO , for firsthand advice from industry leaders on what it takes to become a CCO. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ClientSuccess

DECEMBER 5, 2022

finding and managing a core customer base. With the right strategies, you’ll be able to create a profitable and successful customer journey that ensures customer retention and satisfaction. eBook: 5 Ways to Surprise & Delight Your Customers. Think About Your CAB’s Charter. Happy CAB-ing!

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

inSided

OCTOBER 2, 2019

That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) I know what you are thinking, what has self-service got to do with increasing customer retention? at the forefront of your overall business goals. What’s more?

Self service 67

Self service B2B SaaS Gamification 67

Babelforce

FEBRUARY 16, 2021

Improving your CLV boils down to three goals: elongating Forging Long relationships with your customers ( customer retention ), maximizing the amount of money each customer spends, and limiting how much you spend maintaining the relationship. Curb your spending with automated customer retention strategies.

Upselling 52

Upselling Customer retention Customer effort Metrics 52