Totango

OCTOBER 2, 2020

During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business. Providing Value Is Key to Retaining Customers During an Economic Downturn . Every act of providing value is therefore an act of customer retention.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

CSM Magazine

AUGUST 15, 2023

Customer acquisition and customer retention are two vital aspects of business growth, each playing a unique role in ensuring the long-term success of a company. Understanding Customer Acquisition and Customer Retention Customer acquisition involves attracting prospects to a business and converting them into paying customers.

Customer Retention 52

Customer Retention Return on Investment ROI Social Media 52

Help Scout

MAY 12, 2021

That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. What is customer retention and how is it measured?

Customer Retention 115

Customer Retention Effort Score Self Service Measurement 115

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Automated procedures also may be set up to reach out to customers who fail to renew.

Customer Retention 94

Customer Retention Tools Software Financial 94

Thematic

SEPTEMBER 12, 2021

doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc.,

Metrics 117

Metrics Analytics Feedback Effort Score 117

ChurnZero

JULY 8, 2022

This article was originally published on Forbes.com. “Oh, Oh, by the way, what’s your customer retention?” It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. NRR offers the most clear-cut valuation of your customers’ success.

Metrics 98

Metrics Customer Retention Course Customer Success 98

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

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics How To Effort Score Self Service 98

Education Services Group

SEPTEMBER 15, 2020

You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ It’s about gaining insight into customer engagement to understand how they’re interacting with your company. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Customer Engagement Measurement Engagement 52

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Proactively Personalize Engagements.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. How Do You Optimize Stakeholder Engagement? A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Analyze key stakeholder motivation.

Engagement 85

Engagement Strategy Management Net Promoter Score 85

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. The customer retention that follows these efforts makes them worth it.

Call Center 52

Call Center Metrics Measurement Contact Center 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

BlueOcean

SEPTEMBER 27, 2021

We’ve been focused on designing and delivering best-in-class experiences for decades, but customer experience is an expansive, evolving topic, and staying current on trends and the latest thinking in customer experience is always a challenge. Where Are Businesses Spending Money on Customer Experience? billion to $27.12

Customer Experience 177

Customer Experience Contact Center B2B B2C 177

Totango

MAY 17, 2021

Product engagement tells you how actively customers are using your product or platform. You can measure product engagement by selecting key performance indicators. Systematically tracking these KPIs positions you to proactively manage and improve engagement. What Is Product Engagement? Product adoption.

Engagement 62

Engagement Management How To Metrics 62

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

ShepHyken

JANUARY 15, 2021

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones.

Customer Experience 135

Customer Experience How To Customer Satisfaction Metrics 135

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. And how did they do it?

Customer Service 86

Customer Service Customer Retention Culture Tips 86

ShepHyken

MAY 25, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to calculate your customer retention rate by Bryce Baer. How to calculate your customer retention rate.

Customer Service 61

Customer Service Contact Center ROI Customer Retention 61

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis.

Metrics 76

Metrics Customer Success Effort Score Net Promoter Score 76

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The traditional metrics for CX’s success in today’s market are changing. This article aims to provide actionable insights into humanizing customer feedback processes.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics How To Effort Score Self Service 52

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. General business metrics are important as well, so you can tie your activities back to overall company goals. Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). The Daily Active Users (DAU) metric provides that information daily.

Metrics 65

Metrics Net Promoter Score Management How To 65

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. When used in competitive analysis, these databases can help you understand how your competitors are succeeding in areas like customer retention and loyalty programs.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

Lumoa

APRIL 4, 2023

Even with such a simple explanation, it’s clear to see how conducting a customer profile analysis can result in business growth. This article will explore five of the most notable impacts of customer profile analysis on your company. Enhances customer retention strategies Customer retention is vital to businesses.

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But the damage doesn’t stop there.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Identify which metric is needed to measure success, identify the sources from which the information will come, and define the goal of the strategy.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

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 111

Customer Engagement Customer Journeys Engagement Strategy 111

Survicate

MAY 16, 2019

To know if you’re on the right track to provide the best Customer experience, it is crucial to measure your efforts and optimize your performance. We found 5 Customer satisfaction metrics which you should apply to your strategy to deliver the best results for your Customer service, especially in SaaS companies.

Customer Satisfaction 79

Customer Satisfaction Metrics Effort Score Net Promoter Score 79

CustomerSuccessBox

SEPTEMBER 29, 2022

Customer relationships get stronger as you resolve issues more quickly as a company. This article will define time to value (TTV) and explain why it’s important to monitor it to maximize your marketing & customer success efforts. Why isn’t the TTV metric used widely in SaaS?

Metrics 52

Metrics Return on Investment B2B Software 52

Retently

MAY 15, 2024

In simple terms, NPS is a metric used to figure out how likely people are to recommend your site to their friends. You’ll discover strengths, weaknesses and acquisition opportunities Customer retention is one aspect of driving revenue for your business. The other, which takes place long before retention, is customer acquisition.

Net Promoter Score 78

Net Promoter Score NPS Effort Score Ecommerce 78

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Employee Engagement.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

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.

NPS 75

NPS Customer Satisfaction Metrics Effort Score 75

ChurnZero

JULY 22, 2021

Setting rules of engagement saves your team time, money, and energy. By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. As a final note before we dive in: Be prepared to constantly amend your rules of engagement. Churned Customers.

Examples 98

Examples Sales Customer Success Engagement 98

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion.

Communication 101

Communication NPS Case Study Metrics 101