customer-success-customer-retention 
ProProfs Chat
JUNE 5, 2020
I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn.
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. We know a lot has changed in two months, so we decided to re-survey the same base and review how they are thinking about their clients and retention in the coming months.
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Totango
JUNE 2, 2020
Having a good customer success crisis plan can help you maintain good relationships with customers. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis. Promote seamless, consistent communication among team members and with customers.
Waypoint Group
JUNE 2, 2020
What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff? I had the opportunity to interview David Ellin for some answers, since he’s expert in Customer Success programs that drive retention and expansion.
Speaker: Jennifer Hileman - Director, Retail Data & Technology at Orium, and Zach Ettelman - Solutions Partner Team in North America at Talon.One
Elevate your retail game by unleashing the power of customer loyalty! The holidays are the perfect time to redefine and reimagine your retail strategy, as modern customers are being re-engaged through creative retention tactics.
Gainsight
JUNE 4, 2020
Customer Success is more important than ever during this crisis. As new sales slow down due to uncertainties in budgets and spending, retaining customers is the easiest and more effective way to keep the cash flow going. We use PX in our own Customer Success platform to track our customers’ usage of the CS product.
Russel Lolacher
MAY 31, 2020
How can you convince a C-suite executive to put their money where their proverbial mouth is and really, truly invest in customer-centricity? To actually show, and not just tell, everyone they listen and and improve their organization to help their customers. Especially, how CSAT and NPS relate to market growth and client retention.
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Getting your customer experience (CX) right drives business success. Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits. That’s why we wrote this eBook.
Advertiser: Vanilla Forums
As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.
Advertiser: Vanilla Forums
Centering a business around the customer is critical for accelerated growth and customer-centricity requires a strong CCO and CMO alliance. When they work together, the CMO and CCO can build better customer experience, satisfaction, and retention. How the CCO can improve CX and drive advocacy. Download the ebook now!
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Want to lead customers down the path to retention and advocacy? After onboarding, most SaaS customers have to find their own way to success—with little more than a few CSM calls (if they’re a large enough account to have one), and a knowledge base to get them there.
Speaker: Chrissy Irvine, VP Customer Success, SmashFly, and Hannah Leary, Customer Success Operations Specialist, SmashFly
Whether it’s standing in line at the grocery store or in their Customer Education program, it’s no secret that today’s customers often seek out self-service options. For recruitment marketing company, SmashFly, training related to the company’s product and industry are crucial for driving customer success and retention.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. What do these metrics have in common?
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Customers and prospective clients require real, passionate, and empathetic humans. But no one has yet to nail down an exact leadership “score” which guarantees success. What are ways leaders engage with team members so the team members better engage with your customers and prospective customers?
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