CSM Magazine

FEBRUARY 6, 2025

Heres why a customer service roadmap is a necessity: Improved Team Alignment: A roadmap ensures your team understands shared objectives and works toward common goals. Customer Retention: Clear strategies lead to improved experiences, encouraging repeat customers. Measure, Learn, and Improve Customer service is dynamic.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

aircall

JANUARY 30, 2017

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn.

Customer retention 76

Customer retention Education Self service Feedback 76

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

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. Customer Health. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis. Net Promoter Score (NPS).

Metrics 76

Metrics Best practices Customer retention SaaS 76

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Article] Use SMIRC Goals to Define Customer Experience Outcomes. Imagine yourself a year from today.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

JustCall

FEBRUARY 5, 2020

With 2020 opening up, the education industry is all set to witness more advancements. An efficient education tech stack during such times is a priority. But before making the apt choice, a vivid knowledge of the targets that the education tech stack will be going to serve is also essential. loss of tracks of leads.

Education 84

Education CRM Sales Upselling 84

Outsource Consultants

MARCH 20, 2025

Between its bilingual talent, cultural compatibility, and smart pricing, Mexico call centers are becoming the go-to solution for brands serious about keeping customers closeand competitors at bay. Lets break down why Mexico customer retention solutions are gaining traction and how theyre quietly helping brands build lasting customer loyalty.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. In this omni-channel world, maintaining proactive and positive relationships with customers, throughout the life cycle, is a key component of the CCO’s role within the enterprise.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ijgolding

DECEMBER 16, 2015

I am not going to bore you with a list of everything that has struck me over the last 12 months, but I am going to focus on one thing in particular that has stood out for me – and that thing is best summed up by the word ‘education’! Continuing education is and should be for everyone – from top to bottom.

Education 59

Education Customer Experience Customer centricity Consulting 59

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. 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.

Metrics 98

Metrics SaaS Surveys Self service 98

Nicereply

OCTOBER 11, 2024

Customer satisfaction matters because it drives customer retention, fosters brand loyalty, and generates positive word-of-mouth. Customer retention When customers are happy with your products or services, they’re more likely to continue using them. It can also help your business become more profitable.

Customer retention 52

Customer retention Surveys Feedback Education 52

CustomerSuccessBox

MARCH 25, 2022

Then while considering customer acquisition cost (CAC) why miss out on customer retention cost (CRC)? They both are of equal significance and when the matter is to retain your loyal customers to have repeat business with you, this metric needs a bit of attention as well. About customer retention cost.

Customer retention 52

Customer retention Metrics Sales SaaS 52

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? Automated Marketing for Augmented Engagement.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

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

ChurnZero

AUGUST 30, 2024

Customer success (CS) and customer education (CE) are both essential to helping customers thrive. Customer success is on the front lines working directly with customers to ensure they’re getting value from the product. And unfortunately, it’s the customer that ends up suffering the most.

Education 52

Education Metrics Customer retention Consulting 52

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

Customer retention 52

Customer retention Gamification Education Self service 52

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

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Totango

MAY 6, 2021

What is customer retention ? 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. What Is Customer Retention?

Customer retention 76

Customer retention Best practices Education Benchmark 76

ProProfs Blog

APRIL 28, 2020

Factors to Consider [+Solutions] Before Setting Measurable Customer Service Goals. Consider Common Customer Challenges. Monitor Customer Service Metric Levels. How to Set Measurable Customer Service Goals. Customer Satisfaction Score (CSAT). Customer Effort Score (CES). Consider Operator Challenges.

Customer Service 140

Customer Service Metrics Education Customer effort 140

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

ShepHyken

SEPTEMBER 15, 2023

With the variety of online products and services, customer expectations are constantly growing. And this doesn´t just impact initial interactions but contributes to customer retention, too. But ideally, you must dispatch valuable email content, too – whether it’s to educate or entertain your readers.

Marketing 158

Marketing Customer Experience Entertainment Customer centricity 158

ClientSuccess

SEPTEMBER 26, 2019

But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. But how do you keep your existing customers coming back for more?

Customer retention 49

Customer retention Metrics SaaS Upselling 49

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Metrics 52

Metrics SaaS Upselling Accountability 52

Call Center Weekly

NOVEMBER 9, 2017

So, they both give consistent answers to educate their customers. So, a dealer salesperson can read an article on the customer benefits of an accessory product. Being able to tag knowledge articles by job type saves you the cost of designing a separate database for customer accessible information.

Contact Center 149

Contact Center contact center associations Banking Education 149

ProProfs Blog

JANUARY 9, 2020

You can divide the number of customers at the end of a financial year by the number of customers at the start of the year to find out the customer churn rate. . Decreasing the customer churn rate by even 5% can lead to an increase in profits by 25% to 95%.” – Harvard Business School.

Customer retention 130

Customer retention Customer Support Marketing Education 130

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

DECEMBER 17, 2021

Customer acquisition and customer retention are cornerstones of building and maintaining revenue, but customer expansion — and a robust customer expansion strategy — can also be pillars of success. Why is Customer Expansion Important for SaaS Businesses? Customer Success Around the Web.

Management 98

Management Upselling SaaS Education 98

ChurnZero

OCTOBER 26, 2021

As a customer-centric company, success is not only driven by customer delight, but also increased revenue and customer retention. Retention is the new driving force of a healthy SaaS business,” said You Mon Tsang, CEO and Founder of ChurnZero. “We Quantum Metric. Ellevation Education. Quantum Metric.

SaaS 98

SaaS Customer centricity Metrics Education 98

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences. Provide strategic guidance and recommendations to optimize customer outcomes.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

SEPTEMBER 20, 2022

This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth. Educate Customers on How to Succeed.

B2B 88

B2B SaaS Education Brand ambassadors 88

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. It is a metric that calculates the total net gains created by your customers during their business interactions with your call center.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Outsource Consultants

AUGUST 3, 2020

Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. . Boost Customer Satisfaction for Travel Industry ROI. Keeping customers happy is the easiest way to motivate customer retention.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Totango

OCTOBER 6, 2020

After these interactions, clients should leave with a reliable solution to their problem and a positive perception of the organization, two things that reliably raise satisfaction metrics. . As a result, you can provide offers even before customers realize they have a need for them. webinars, training, etc.)

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

Fonolo

APRIL 11, 2019

The must-have “ service level ,” call abandonment rates, first call resolution (FCR), average speed of answer (ASA), average time in queue, and other metrics are top of mind for managers and agents alike. How to Reduce Contact Center Costs AND Improve Customer Service. Shai Berger , Co-Founder and CEO, Fonolo.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

ChurnZero

MAY 4, 2023

Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success. According to Higher Logic , a customer community can improve engagement rates by up to 21%. A community manager can’t be successful if the role is merely an additional duty.

SaaS 98

SaaS Gamification Best practices Feedback 98