Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. Creating a strong customer engagement strategy makes sure every interaction delivers that value.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. The result is your average CAC.

Customer Retention 63

Customer Retention How To Social Media Advertising 63

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.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. There’s no doubt that customer success (CS) has become existential to SaaS.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

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. When 72% of U.S.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

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.

Customer Success 107

Customer Success Management Net Promoter Score Effort Score 107

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 109

B2B Customer Experience B2C Net Promoter Score 109

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

ChurnZero

OCTOBER 5, 2021

Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.” Are your compensation plans setting your business up for longer-term success or subscription contraction? saastrannual.

Customer Success 95

Customer Success Conference B2B Sales 95

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba?

Customer Engagement 112

Customer Engagement Customer Journeys Engagement Strategy 112

Totango

JANUARY 15, 2019

The most desirable customer in the world is your customer. While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. The 5 Best Customer Retention Strategies for Subscription Businesses.

Customer Retention 75

Customer Retention Strategy Customer Centricity Social Media 75

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. The most basic way to do this is to address customers by name, a technique familiar with email marketing.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

ChurnZero

SEPTEMBER 24, 2021

6 Steps to Rock Your Customer Success Software Implementation. As an Implementation Specialist here at ChurnZero, I can tell you firsthand that neglecting your Customer Success software implementation is a recipe for rework, or worse, abandonment. Trust the process. They know their tool best. Now go get them!

Software 98

Software Customer Success Meeting Customers 98

Totango

FEBRUARY 7, 2019

With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership. It’s a customer-centered approach that reflects the broader economy we currently operate under, one where the customer expects individualized treatment.

Customer Retention 81

Customer Retention Lifetime Customer Customers Engagement 81

CSM Practice

MAY 13, 2020

As a response to help companies mitigate the impact of COVID-19 on Customer Success organizations around the globe. CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Sales and Customer Success.

Customer Success 83

Customer Success Survey Conference Customer Retention 83

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Customer Success is a rapidly evolving function. Yet, Customer Success is often undervalued and underfunded.

Customer Success 98

Customer Success How To CRM Software 98

ChurnZero

MARCH 5, 2021

Have you ever bemoaned this common refrain after a customer unexpectedly churns? Your customer said they were happy. Customer engaging? Customer satisfied? Customer seeing results? But still, when presented with the opportunity to leave, your customer just up and churns on you. Confirmation Bias.

Customer Success 98

Customer Success Effort Score Customers Survey 98

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success? Easy retention via customer success.

Customer Success 52

Customer Success Metrics Customer Retention Strategy 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba?

Customer Engagement 86

Customer Engagement Customer Journeys Engagement Strategy 86

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. If you’ve already devoured that and are ready for more, read on!

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

CustomerSuccessBox

FEBRUARY 28, 2022

However, what has changed more radically is the way the technology is purchased and adopted by a customer. Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. What is a LAER model?

Customer Success 52

Customer Success Customer Engagement Sales Customer Journeys 52

Gainsight

DECEMBER 14, 2020

However, one downfall of more online activity is that in the event of a negative experience, there is no direct person to person interaction to allow for apologies or instant make goods. So even one negative experience could cause a customer to leave and never return.

Customer Engagement 52

Customer Engagement Tools Engagement Strategy 52

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Sales Customers Roadmap 98

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. That means the customer needs to renew their contract more than once. You may believe that if the customer does not have any problem, the customer will renew the contract.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

CustomerSuccessBox

NOVEMBER 23, 2021

The SaaS industry has realized how important Customer Success and user retention are. To achieve long-term growth, customer success teams need the best software that helps them know their customers well and satisfy them. CustomerSuccessBox is rated as the Top Customer Success Software by G2.

Software 52

Software Customer Success B2B Touchpoint 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba?

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

West Monroe

APRIL 28, 2024

Despite these uncontrollable forces, we find that in most cases, key retention issues stem from one (or more) of these addressable areas. Organizations often lack adequate visibility and insights into segment or cohort retention performance and predictive indicators such as customer health and risk.

Software 52

Software Customer Retention Roadmap Sales 52

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customer Journeys Loyalty Programs 78

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

Education Services Group

MAY 26, 2021

Customer Success webinars are no exception. From career advice for CSMs to big-picture CS strategies for business, there’s something for everyone in this roundup of 7 Customer Success webinars to watch. We really love inSided’s Customer Success webinars because they are always engaging and fun.

Customer Success 52

Customer Success Conference B2B Customers 52

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. After all, how can CSMs help their customers thrive if they aren’t thriving themselves? Make them feel heard.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

CustomerSuccessBox

OCTOBER 4, 2018

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. However, since it is a comparatively new field, there are many different ideas, thoughts on how one should be building a customer success team so that it can have a big impact on the bottom-line. The customer.

Customer Success 77

Customer Success Customer Retention Financial Customers 77