Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 91

Data Analytics Customer Retention Software 91

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. What Is Churn Rate and How Does It Relate to Customer Retention? What Is Churn Rate and How Does It Relate to Customer Retention?

Customer Retention 89

Customer Retention e-support Analysis Customers 89

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

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Enable Digital-First Customer Success.

How To 87

How To Conference Customer Success CRM 87

Uniphore

JUNE 16, 2021

Placing too much emphasis on reducing AHT at all costs can be detrimental to the overall customer experience and even disincentivize agents from spending time with customers to properly resolve their issues with empathy. Discover What Customers Really Need. Error-free calls mean happier customers and quicker call resolutions.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

Totango

MARCH 3, 2020

Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. What Causes a High Churn Rate?

How To 84

How To Strategy Customer Success Customer Centricity 84

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Define what customer health looks like for your business. Length of the relationship.

Metrics 94

Metrics B2B NPS Measurement 94

Gainsight

JUNE 4, 2020

In mid-March, we sent out a survey to the CXOs of public and late-stage private SaaS companies asking about their expectations for customer retention. Churn Rates Are Going Up But Not As Much As People Thought. In addition, we anecdotally hear that the majority of incremental churn due to COVID-19 is not full churn (e.g.,

Survey 59

Survey Customer Retention Customer Success Leadership 59

ClientSuccess

SEPTEMBER 28, 2021

While the best parts of working with customers involve forging strong relationships and engagement strategies, there is one downside to the role: customer churn. As hard as you work, there will inevitably be customers who churn throughout your tenure as a CSM. . Why do customers churn?

Leadership 52

Leadership eBook Customers Customer Base 52

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Customer Success 90

Customer Success How To Metrics Effort Score 90

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks.

Customer Success 86

Customer Success Tips Customer Journeys Customer Retention 86

CSM Practice

SEPTEMBER 25, 2019

In reality, it has put all the power in the customer’s hands. With it, customers can either choose to retain your services as a business or simply churn and choose another. Clients choose to partner with businesses that are most likely to help them achieve their desired business outcomes. How to Avoid Churn.

How To 65

How To Customer Success Guidelines Exercises 65

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. They need to set you up to foster holistic customer focus across the entire organization. This is the focus of CX Day 2023 ! How do we make this happen?

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Gainsight

MARCH 12, 2024

Kevin Costner’s famous quote from Field of Dreams , “If you build it, he will come,” still inspires millions, but it doesn’t apply to your digital customer academy. Go through this exercise—solo or with your team—for the customer segments you’re creating courses for right now. Where are they in the customer journey?

Course 52

Course Tips Measurement Exercises 52

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Customer Success 71

Customer Success How To Metrics Effort Score 71

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. 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. Define Customer Health Score.

System 65

System How To Customer Success NPS 65

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. Optimizing customer experience with personalization.

Trends 71

Trends Customer Journeys Customer Success Net Promoter Score 71

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Here are some tips on how to put these steps into practice and become a success partner for your customers.

Customer Success 127

Customer Success Chatbots Measurement Customers 127

Totango

NOVEMBER 25, 2020

The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. What is Customer 360? . Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location.

Customer Success 107

Customer Success Net Promoter Score Effort Score CRM 107

ChurnZero

OCTOBER 19, 2021

Although the quarterly business review purpose — to strategize and realign on customer goals — remains important, the somewhat inflexible timing of the QBR doesn’t speak to a new focus on driving continuous customer value. . Are these meetings the most beneficial they can be for your customers? Question the “Q” in QBR.

Customer Satisfaction 98

Customer Satisfaction Meeting Customer Success Tips 98

Amity

AUGUST 9, 2018

Customer Success Managers are the superheroes of the SaaS world and face all kinds of challenges on a daily basis. How they overcome these challenges and keep customers successful is what sets apart a good CSM from an amazing one. It’s easy to drop everything to put out fires and keep your customers happy.

Knowledge Base 71

Knowledge Base Sales Customer Success Tips 71

Totango

OCTOBER 27, 2021

There are a number of reasons why a customer may ghost you. Fortunately, there are some steps you can take to help you re-engage with disengaged customers as well as some measures you can take to help prevent client ghosting altogether. . What to Do When a Customer Ghosts You. How to Prevent Being Ghosted.

Customer Success 62

Customer Success How To Metrics Effort Score 62

Gainsight

OCTOBER 21, 2022

In his otherwise exceptional book Amp It Up, Slootman has a section about why companies don’t need customer success teams. Slootman’s argument is basically that customer success is everyone’s job. He says companies should fix the underlying issues that prevent clients from being successful—e.g., product, support, etc.

Software 52

Software Customer Success Sales Comparison 52

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. This basic rule is true for every human relationship.

Metrics 62

Metrics Effort Score ROI Policies 62

SurveySparrow

SEPTEMBER 4, 2020

It’s also shared with the relevant stakeholders such as investors and potential customers to show how the product will progress and grow over time. Product roadmaps prevent businesses from straying away from their primary goals and objectives as they scale up. Feature Roadmaps vs Outcome Roadmaps. How to prioritize effectively.

Roadmap 96

Roadmap Effort Score How To Metrics 96

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . You can do that with an investment in Customer Success and customer education. .

Customer Success 98

Customer Success Customers Resources Customer Centricity 98

Gainsight

JULY 27, 2020

As a result, EdTech companies are preparing for a fall full of new customers and users and growing usage from existing customers. Now is the time to adapt Customer Success strategies to support your growth and help learners succeed! Enable your Customer Success team to identify and proactively manage risks .

Strategy 52

Strategy Customer Success Engagement Feedback 52

ChurnZero

JANUARY 28, 2020

For SaaS Customer Success teams whose performance is rated on creating new value to continuously improve customer outcomes, not evolving is not an option. That’s why we created this guide on selling Customer Success Software to the C-Suite to arm you with: Ways to overcome the 13 most common leadership objections.

B2C 64

B2C B2B Customer Retention Touchpoint 64

Team Support

FEBRUARY 2, 2022

When it comes to angry customers, you can never put in too much heart. But sometimes it can seem that the more care you put in, the outcome doesn’t change at all – the customer is just as angry. Here are the best things to say, and act on, for dealing with exasperated customers. Tell your customers “I hear you”.

Tips 97

Tips Social Media Customer Service Representative Loyalty 97

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

CRM 89

CRM Customer relationships Customer Success Exercises 89

Totango

FEBRUARY 25, 2020

Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. In today’s customer-centered economy, this is particularly true of Customer Success and Customer Service teams. What is the Difference Between Customer Success vs. Customer Service?

Customer Success 101

Customer Success Customer Service Customers Communication 101

Gainsight

DECEMBER 28, 2022

To help you prepare for the mindset shift and future financial uncertainties, Gainsight published a new ebook, The Essential Guide to Budgeting for Customer Success and Durable Growth. Position Customer Success (CS) as an Efficient Growth Engine . Customer Success teams. . But that’s not all Customer Success does. .

Customer Success 52

Customer Success Self Service eBook Customer Retention 52

Gainsight

SEPTEMBER 14, 2023

In a market where retention and customer expansion are a top priority for revenue growth, the effectiveness of health scoring can be a game-changer. You’ll know your customer health scorecards are an asset when you can confidently respond to the executive inquiry: “What does your customer base look like right now?”

Effort Score 52

Effort Score Metrics Trends Measurement 52

Bob Hayes

SEPTEMBER 27, 2018

Retention marketing is about preventing your valuable customers from churning. Reducing customer churn requires you to know two things: 1) which customers are about to churn and 2) which remedies will keep them from churning. Most customer data, however, are housed in separate data silos.

Data 84

Data Marketing Healthcare Effort Score 84

Amity

JUNE 27, 2018

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. Customer Success hasn’t been around for nearly as long as we tend to think.

Industry 82

Industry Customer Success Tips Customer Centricity 82

Kustomer

APRIL 5, 2021

When it comes to building a successful customer service organization, you always want to start with defining your business outcomes. Is it increased customer loyalty? Incremental customer growth? Without understanding your ultimate end goal, knowing a customer’s history may seem unnecessary. Increased revenue?

B2C 101

B2C B2B Loyalty Customer relationships 101