ClientSuccess

FEBRUARY 8, 2023

GRR : gross renewal rate (GRR) measures the percentage of your customers who renew within a given time frame and can be a good indicator of the level of service your team is providing to customers. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

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

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. The problem is, many B2B community managers are unsure about how to get started. Number of interactions and engagement.

ROI 61

ROI B2B Roadmap Metrics 61

Team Support

SEPTEMBER 1, 2020

North Texas' TeamSupport, which helps businesses better manage their B2B customers, is trying to encourage others to invest in technology tools that can improve their customer relationships. We provide [B2B customer support software with a holistic focus on the customer, not just transactional ticketing.]

Marketing 95

Marketing B2B Software Innovation 95

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

CSM Magazine

JANUARY 6, 2020

However, law firms have traditionally shied away from introducing customer-led initiatives. As companies routinely require the services of commercial lawyers, many law firms assume their customer base is guaranteed. Using a customer relationship management system will increase flexibility when it comes to client queries.

Customer Service 52

Customer Service B2B CRM Exceptional Customer Service 52

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Education Services Group

OCTOBER 4, 2022

Each ties directly into the design of your customer engagement strategy in separate yet complementary ways. Number one and number two in the Customer Success Maturity Model. It’s one of the very first things you should do when you launch a Customer Success practice. Number two is your engagement model.

Customer Success 52

Customer Success Financial Strategy Exercises 52

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. Empathy is a core tenant of relationship-building in the business world—people do business with people, not companies. Target Audiences with Accuracy.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

Waypoint Group

MAY 8, 2018

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring. But because today’s popular CHS methods generally rely on sophisticated modeling that is unique to each business, most “Customer Success” practitioners have found such scores to be incomplete, misleading, and difficult to action.

Effort Score 40

Effort Score B2B Customer Retention Examples 40

ShepHyken

JULY 9, 2021

When you cultivate a customer community, you will create a network of loyal fans who may refer your company to their own business associates, friends, and family members. It is a fantastic way to grow your customer base and enhance your enterprise’s success. Further Enhance Engagement. Send a Personal Welcome.

Tips 138

Tips Social Media e-support Consulting 138

SurveySparrow

FEBRUARY 22, 2024

It ensures consistent communication with customers and, more importantly, streamlines repetitive tasks. For example, you could automate emails to welcome new customers, thank them for their purchases, or re-engage with those who haven’t interacted with the brand recently. Which should you take?

Customer Retention 52

Customer Retention Software Gamification e-support 52

Retently

JUNE 28, 2022

Engage them and provide an instrument to do it. By analysing the NPS feedback and tailoring your approach to specific customer segments you will have a chance to engage not only Promoters, but even Passives and Detractors to some extent. Another example is Uber, which offers a free ride to the referrer and the referee.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Give credit where credit’s due.

Government 62

Government B2B Customer Experience Customer Journeys 62

Totango

OCTOBER 8, 2020

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. Listen to Your Voice of Customer Programs.

Customer Retention 63

Customer Retention How To Customer Success B2B 63

Team HGS

AUGUST 29, 2017

The growth of the subscription economy is forcing retailers to rethink and redefine how they engage with their customers in these critical ways: Customer relationship /preferences—Developing and maintaining a close relationship with the customer over time is at the heart of the subscription economy.

Customer Service 52

Customer Service Retail B2B Video 52

SmartKarrot

AUGUST 17, 2022

If hiring trends at SaaS companies are anything to go by, vacancies for Customer Success Manager (CSM) and Customer Engagement Manager (CEM) are in demand. This write-up clears all doubts around the Customer Success Manager (CSM) and Customer Engagement Manager (CEM). Defining Customer Success Manager.

CEM 10

CEM Customer Engagement Customer Success Management 10

ChurnZero

MARCH 24, 2023

CS teams that advocate for not owning revenue say it’s because it would interfere with their customer relationships. But guess what: Your salespeople sold a deal to customers. Get your incentive structure right to ensure you’re being thoughtful about how you engage customers during renewals and upsells.

Customer Success 98

Customer Success NPS Net Promoter Score Metrics 98

ChurnZero

MARCH 24, 2023

CS teams that advocate for not owning revenue say it’s because it would interfere with their customer relationships. But guess what: Your salespeople sold a deal to customers. Get your incentive structure right to ensure you’re being thoughtful about how you engage customers during renewals and upsells.

Customer Success 97

Customer Success NPS Net Promoter Score Metrics 97

SurveySensum

AUGUST 17, 2023

What are the top NPS scores of SaaS businesses? → How to improve your B2B SaaS NPS scores? Personalize User Experiences: Tailor interactions based on individual preferences, making customers feel valued and engaged with your product. → How to know if the score is a good NPS score or not? So, continue reading.

NPS 52

NPS Net Promoter Score Effort Score Survey 52

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The challenge is that growth through retention and loyalty requires “strong customer relationships.” What is customer lifecycle management in plain English?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The challenge is that growth through retention and loyalty requires “strong customer relationships.” What is customer lifecycle management in plain English?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 109

B2B Loyalty Net Promoter Score B2C 109

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. The post What are the responsibilities of Customer Success Manager (CSM)? How many do you need?

Customer Success 52

Customer Success Management Financial B2B 52

Totango

JUNE 9, 2020

The biggest variable the current environment creates is a sense of helplessness — that the causes of churn are beyond the control of your customer or your business. With a strong customer relationship, you and your customers should be able to work together to plot a path to success during this time and beyond.

Strategy 62

Strategy Financial Effort Score Software 62

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. By doing so, you can nurture lasting relationships and drive customer loyalty.

Customer Retention 52

Customer Retention B2B Strategy Net Promoter Score 52

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

ProProfs Chat

MAY 6, 2020

Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Integrity Solutions

AUGUST 24, 2022

Salespeople are selling in a much more complex world today, with longer buying cycles, less responsive buyers, a wider range of influential stakeholders involved in the process, and an increasingly well-informed customer base adding to the pressures. 3 Action Steps for Salespeople.

Training 88

Training Sales Strategy Study 88

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Nancy Porte.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 1. More Customer Success. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Sales 71

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. High response rates generally equate to highly engaged customers. %

B2B 40

B2B NPS Guidelines Metrics 40

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 1. More Customer Success. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Customer Success 71

LiveChat

SEPTEMBER 19, 2018

Customer complaints about issues you could’ve fixed a long time ago, or features you should already implemented. Poor customer retention – customers can’t engage with you. Convincing customers to come back to you. Your recurring revenue model won’t work if you can’t keep your customers around.

Customer Success 106

Customer Success Strategy Management CRM 106

ChurnZero

AUGUST 21, 2020

Abby Hammer , Chief Customer Officer, ChurnZero. “I I predict that in the next year Customer Success and Product will escalate their battle over customer engagement within their application. Customer Success believes their ownership is the key to impacting adoption by reaching customers in the ideal medium.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

ChurnZero

JULY 9, 2020

The best relationships are the ones you learn and grow from – that continuously teach us something new. Just look at B2B bemouths like Salesforce, Moz, and HubSpot. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. That’s no surprise.

Strategy 64

Strategy Marketing Case Study Effort Score 64