Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention How To Net Promoter Score Effort Score 92

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Renewal Reminders.

Customer Success 112

Customer Success Management Net Promoter Score Effort Score 112

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Customer Health Score.

Customer Retention 66

Customer Retention Metrics Effort Score Net Promoter Score 66

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Customer Success Net Promoter Score Effort Score 76

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. NPS software is the technology that facilitates the collection and practical application of Net Promoter Score data. Customizing your survey with additional response fields.

NPS 108

NPS Software Net Promoter Score Multi-Channel 108

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. I’m your Customer Success Manager.”

Customer Success 98

Customer Success Effort Score Self Service Tools 98

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Trends 72

Trends Customer Journeys Customer Success Net Promoter Score 72

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 Strategy Net Promoter Score Effort Score 52

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Bob Hayes

FEBRUARY 5, 2018

predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., Customer Success. use algorithms to score people (classification).

Customer Success 82

Customer Success Data Analytics Customer relationships 82

ChurnZero

OCTOBER 8, 2021

This means understanding a customer’s goals and tailoring Customer Success strategies around what the customer wants to achieve. To do this, Customer Success teams are using Customer Success vectors. What are Customer Success vectors? That is, KPI metrics are lagging indicators.

Effort Score 98

Effort Score How To Metrics B2B 98

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

ChurnZero

MAY 15, 2020

As an emerging discipline, Customer Success has not experienced a global health or financial crisis during its relatively brief lifetime. Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn.

Customer Success 72

Customer Success Effort Score Communication Customers 72

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. But automating every step is not the solution for scaling retention using customer success.

Customer Retention 52

Customer Retention Effort Score Touchpoint Analysis 52

Amity

FEBRUARY 9, 2016

We often encounter the question, " is there a way to measure how well my Customer Success Team is performing?" " After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. Do you have an up-to-date list of all your customers?

Customer Success 66

Customer Success Effort Score Measurement Customers 66

Totango

FEBRUARY 12, 2025

For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts. Learn how to: Measure and act on health scores in dynamic environments.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Effort Score Self Service 52

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Adoption Hero – Sibme.

Effort Score 98

Effort Score NPS Healthcare Training 98

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Totango

AUGUST 11, 2022

Finally, we’ll cover how customer success software can help you automate your digital client relationship-building strategy. Customer relationships are important for any business, but digital client relationships occupy a position of central importance for SaaS companies. How Digital Client Relationships Are Different.

Tips 113

Tips Customer Journeys How To Net Promoter Score 113

Gainsight

JUNE 20, 2022

This post was originally published in Customer Think. . The Customer Success Index 2022 , a survey of more than 350 companies by Gainsight and RevOps Squared, recently uncovered some very interesting, if not troubling data on the state of alignment between SaaS users and buyers. Your Customer Base is Your Best Source of ‘Intel’.

Customer Retention 52

Customer Retention NPS Effort Score Customer Success 52

ProProfs Chat

NOVEMBER 9, 2021

Being in the pursuit of offering the best customer experience, you’ll eventually end up having the highest levels of customer satisfaction, which will act as the key differentiator between you and your competitors. It promotes customer retention and loyalty. Have a look: What Is a Good Net Promoter Score. (b)

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Effort Score Customer relationships Communication 63

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

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?

Strategy 76

Strategy Customer Journeys How To Customer Retention 76

Totango

JULY 9, 2019

If communication within your organization is stilted, then it’s impossible to keep the customer experience consistent. And because customer data has grown in complexity, all members of your organization need access to a single, shared source for customer histories and health scores. 1: Understand Your Customers .

Tips 90

Tips Customer Experience Effort Score Customer Centricity 90

BirdEye

AUGUST 3, 2023

However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. Why measure CSAT score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

SurveySparrow

MAY 6, 2021

Imagine your customer is a restaurateur with Michelin star chefs and gourmet cuisine. In the same analogy, how do we differentiate customer success vs customer support? Customer support would mean making sure the king is getting his daily newspaper. . Customer Success vs Customer Support.

Customer Success 52

Customer Success NPS Net Promoter Score Customer Retention 52

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. From onboarding to expansion.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

Gainsight

MAY 6, 2020

The effects are increased pressure on customer retention, upsells, and expansion. This realization has caused many of our customers to declare “Thank God we have Gainsight right now!” [*actual customer quote]. Perhaps you have investigated Customer Success technology in the past but decided the timing was not right.

Technology 52

Technology Customer Success Effort Score Return on Investment 52

Gainsight

APRIL 8, 2020

I find myself racked with questions around how to think about re-forecasting the business, which product lines would be most impactful to customers in this environment, what special promotions might we offer, and ways we can alter prospecting efforts, to drive maximum yield. Maximize Customer Retention.

Sales 98

Sales Effort Score Fashion Report 98

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

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. Madeline Evans (ME): My recommendation would be to prioritize your health scores and usage KPIs. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

CSM Practice

SEPTEMBER 15, 2019

All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to driving long-term customer lifetime value through various processes and operations.

Customer Success 45

Customer Success Company Effort Score Customers 45