Totango

DECEMBER 10, 2019

When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. Let’s explore why customer retention for B2B is so important and how you can make it happen. Retain Customers for Life.

Customer retention 64

Customer retention B2B Enterprise Metrics 64

ProProfs Blog

APRIL 17, 2020

And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. So, buckle up.

Metrics 142

Metrics Customer retention SaaS Surveys 142

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

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

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

Totango

SEPTEMBER 24, 2019

Knowing these different stages can be powerful for monitoring, servicing, and motivating customers, but it all needs to come from a unified, consistent brand. There’s no need to indulge a divisive customer retention vs. new customer acquisition dynamic. Customer Retention vs New Customer Acquisition: The Common Goal.

Customer retention 59

Customer retention Sales Enterprise Upselling 59

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. Relevant metrics related to product usage.

Customer retention 75

Customer retention CRM Upselling Sales 75

Babelforce

APRIL 7, 2020

Today we’re looking at why refocusing contact center services on prevention is great for customer retention. The big benefit we’re focusing on is ‘retention’. Retention is the most important metric that your business can measure, for one simple reason: most metrics track either customer sentiment or cost efficiency.

Customer retention 52

Customer retention Contact Center Telecommunications Call Center 52

Babelforce

APRIL 7, 2020

Today we’re looking at why refocusing contact center services on prevention is great for customer retention. The big benefit we’re focusing on is ‘retention’. Retention is the most important metric that your business can measure, for one simple reason: most metrics track either customer sentiment or cost efficiency.

Customer retention 52

Customer retention Contact Center Telecommunications Call Center 52

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 Customer retention Upselling 52

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 Customer retention Upselling 52

delighted

MAY 4, 2021

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). Transactional studies: Short term customer satisfaction for product or service.

Metrics 77

Metrics Surveys Feedback Benchmark 77

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? How will this help? .

Customer retention 73

Customer retention B2C Entertainment Consulting 73

ChurnZero

MAY 25, 2023

Even if CS doesn’t “own” renewals or expansions in your organization, having a command of the numbers is still important: just because you aren’t held directly responsible for collecting a signed contract does not mean you are not held indirectly accountable for customer retention. Below are recommended metrics to consider.

Upselling 97

Upselling Metrics Surveys Accountability 97

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. We know NPS is a very reactive motion, from sending the survey to potentially actioning or remediating well after the event of causation. Stop thinking about NPS as a metric.

Metrics 52

Metrics Surveys First call resolution Customer effort 52

Monet Software

JULY 30, 2019

How well agents perform their jobs, and how well they adhere to company policies and procedures has a direct impact on KPIs and other critical metrics. In addition, speech analytics can help boost sales (by identifying which approaches are having the greatest success) and boosting customer retention.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” The event provides HoduSoft with the opportunity to connect with industry professionals and discuss how their solutions can transform organizations.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. In other words, metrics do not tell the whole story. What Metrics Are Important for Exceptional Customer Service?

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

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 60

Customer retention Scripts Education Marketing 60

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

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. .

Metrics 103

Metrics Best practices Customer retention Enterprise 103

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. What is a Customer Engagement Strategy? These actions are the way we personalize our service to meet the demands of our customers.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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. Define Key Onboarding Events, Correlate Them to Customers’ Success.

Best practices 98

Best practices SaaS Metrics Sales 98

delighted

OCTOBER 18, 2019

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES). Sean Mancillas, Customer Concierge at Delighted. Sean Mancillas, Customer Concierge at Delighted.

Metrics 40

Metrics Surveys Benchmark Feedback 40

TeamSupport

SEPTEMBER 16, 2020

Opportunities for automation and self-help include: Workflow and Routing : Establishing workflow rules can assure that cases can be directed to the most qualified support resources or automatically trigger events to help expedite cases resolution.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

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. Advocate on behalf of the customer —even if it means making a sacrifice in terms of time, cost, or other resources.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Performance metrics for evaluating and optimizing plan implementation. Track the Right Metrics to Promote Proactive Engagement. Here’s how to plan an effective stakeholder management strategy and track your performance.

Management 88

Management Journey mapping Best practices Metrics 88

ChurnZero

MAY 14, 2021

Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? What goals, metrics, and tools does Customer Success Operations use? How to Identify Goals, Metrics, and Tools for Customer Success Operations.

Customer retention 81

Customer retention Metrics Benchmark SaaS 81

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To start building an early customer warning system, follow these three steps: 1. Define Customer Health Score. Schedule an adoption review in 30 days.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Anexa BPO

APRIL 17, 2023

This type of analysis can be conducted via customer feedback (samples of written feedback), reviews (samples of public reviews from trusted sources), customer retention rate, quarterly revenue data, and possibly most importantly, staff interactions. Key metrics can play a huge role in driving CX initiatives.

outsourcing 52

outsourcing Customer centricity Metrics Customer retention 52

aircall

AUGUST 5, 2022

Above all, this increases your conversion rate and customer retention (which is even more important in this economy). . When it comes to lead-nurturing and follow-up at any SaaS company, it can help to segment leads based on these two metrics: . Use events to your advantage. Narrow down lead lifecycles.

Sales 62

Sales SaaS Marketing Personalization 62

Babelforce

JANUARY 26, 2021

We’ve already mentioned customer happiness. Maintaining the morale of your customers keeps them loyal for a long time. As a result, you can achieve better customer retention that keeps your company profitable. A blended contact center has fewer customers calling in either of the single-direction contact centers.

Contact Center 52

Contact Center Average Handle Time CRM Interactive Voice Response 52

Fonolo

SEPTEMBER 14, 2023

Goals to improve internal communication and fellowship will contribute to agent engagement and happiness levels, leading to better agent retention. Remember that when an agent is happy, their mood will shine through in their customer interactions, positively impacting CSat scores , customer retention, and business growth.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91