ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. They are the most at-risk customers, who are likely to churn and give a bad review. The below graphs outline real churn numbers from an existing company.

Examples 93

Examples Feedback Strategy NPS 93

ShepHyken

AUGUST 10, 2018

Just like there is a wealth of products and services on the market, there are countless channels available to reach customers such as email, social media, blogs, webinars and more. Calculating Customer Churn. Predicting customer churn and satisfaction are two sides of the same coin. Predicting Satisfaction. Final Thoughts.

Analytics 67

Analytics Social Media Travel Banking 67

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

ShepHyken

MAY 26, 2017

In simple terms, CSAT can be defined as the average score that customers rate a particular experience with your brand, like the delivery experience or ticket booking experience. In order to measure customer satisfaction, customers are asked to rate a question/set of questions based on their level of satisfaction. Customer Churn Rate.

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91

Retently

JULY 11, 2022

If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. They can cancel, costing lost revenue and negative publicity in the form of blog and forum posts, potentially hurting your MRR even more in the long term.

NPS 156

NPS Net Promoter Score Company Tips 156

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. This blog post covers the six metrics every Customer Success professional needs to know.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ShepHyken

MAY 25, 2018

Modeling churn risk isn’t optional – it’s become an absolute requirement. When a customer is in pain or trending towards churn, you need to know so you can proactively address it. Or when a customer is at risk of churn, there might be 25 types of incentives you might use to keep them from leaving.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

LiveChat

APRIL 20, 2016

Churn rate is one of the defining metrics for any subscription-based business. Keeping an eye on your churn is the easiest way to check if your customers are happy with what they are getting. As soon as something goes wrong, your churn will reflect that. As soon as something goes wrong, your churn will reflect that.

Effort Score 28

Effort Score Metrics Examples B2C 28

Totango

FEBRUARY 12, 2021

What is customer churn ? Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? Customer churn is the percentage of customers lost over a given time frame, typically a month. You can also think of customer churn as the opposite of customer retention.

Customer Retention 81

Customer Retention Customers Analysis Course 81

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. Research shows that agent retention rates were nearly double the average when coaches spent 60 percent or more of their time on the call center floor.‡ The result: higher satisfaction scores, better agent retention rates, and lower customer churn. Did you know?

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

Win the Customer

SEPTEMBER 11, 2023

In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. It typically involves asking customers to rate their satisfaction on a scale (e.g., This is where CX metrics for success come into play.

Metrics 59

Metrics Customer Experience Net Promoter Score Effort Score 59

Totango

MARCH 5, 2021

As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate. Your customer retention rate (CRR) indicates the percentage of customers you’ve retained within a certain length of time.

Customer Retention 86

Customer Retention How To Net Promoter Score Effort Score 86

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights. It typically involves asking customers to rate their satisfaction on a scale (e.g., Retention Rate Retention rate is a positive reflection of customer satisfaction.

Customer Satisfaction 59

Customer Satisfaction Metrics Measurement Net Promoter Score 59

SurveySparrow

JANUARY 31, 2024

This blog will look into five NPS alternatives and why you should use them. You know you hit the mark if the majority rates it as a cakewalk! This typically includes ratings of 4 and 5 on a 5-point scale. You must regularly check the retention rate to see if the customers are sticking around. But first… What is NPS?

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Financial 52

Financial Metrics Customer Success Customer Retention 52

ClientSuccess

FEBRUARY 8, 2023

NRR : net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue. Over time, the product adoption rate should continue to rise as more and more users join the solution. Did they achieve these outcomes?

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Team Support

JUNE 20, 2023

These poor customer experiences often result in churn because customers believe they can get better care somewhere else. In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times.

Self Service 97

Self Service Chatbots Analytics Knowledge Base 97

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. In fact, 63% of customers churn after a bad experience.*. This stress, in turn, feeds into employee attrition rates—a major call center pain point. The post 3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA appeared first on Jacada.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software is an app that promotes SaaS subscription renewals and reduces churn rates.

Customer Retention 100

Customer Retention Software Customer Success CRM 100

ShepHyken

APRIL 26, 2019

It is possible to use this strategy without increasing customer churn rates or damaging NPS scores. The conversion rate on using the carrot approach alone is substantially lower than using the two methods in equal measure. You may need to drive new behaviors with a carrot and stick approach.

Chatbots 86

Chatbots NPS Technology Brands 86

Optimove

NOVEMBER 15, 2023

The Big Picture With an average open rate of 98% ( SMSComparison ), there’s no denying the fact that SMS marketing is a powerful tool for getting customers’ attention. By segmenting your audience, you can identify customers at risk of churn and tailor your messages to address their specific concerns.

Return on Investment 59

Return on Investment ROI Customer Retention Loyalty 59

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . How can the right onboarding process increase the renewal rate?

Resources 52

Resources Customer Retention B2B Customer Success 52

One Millimeter Mindset

JULY 5, 2018

And is this inconsistency reflected in the rate of customer churn and customer retention, mid year? There would be zero churn after a customer is acquired and we all would have an adoring base of loyal customers. Instead, this customer experience mid year blog post review refreshes and recalibrates your brain! Contact me.

Customer Experience 44

Customer Experience Customer Retention Roadmap Innovation 44

BirdEye

MAY 30, 2023

Or measuring external metrics, like social media followers or customer review ratings , can help you gauge how your results stack up alongside others. By setting your sights on first-rate examples, you’ll stretch your own goals for achievement. Perhaps your churn rate is higher than the other guy’s.

Social Media 98

Social Media Analysis Metrics Advertising 98

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

Customer Retention 89

Customer Retention e-support Analysis Customers 89

Optimove

SEPTEMBER 12, 2023

Whether it’s enticing non-depositors to make their first deposit, nurturing relationships with active players, or re-engaging lapsed users, in this first installment of a 3-part blog series, we take a look at why this approach is the most effective. But why customer lifecycle stage?

Loyalty 64

Loyalty Engagement Customer relationships Strategy 64

Optimove

NOVEMBER 15, 2023

The Big Picture With an average open rate of 98% ( SMSComparison ), there’s no denying the fact that SMS marketing is a powerful tool for getting customers’ attention. By segmenting your audience, you can identify customers at risk of churn and tailor your messages to address their specific concerns.

Return on Investment 52

Return on Investment ROI Customer Retention Loyalty 52

Optimove

APRIL 2, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Euro 2024, June 14th to July 14th, 2024, in Germany, represents a major opportunity for brands to attract and retain new players. How to prevent churn and reactivate customer Download Now >> 2.

Gamification 59

Gamification Sports Engagement Strategy 59

BirdEye

AUGUST 29, 2023

This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. Customer satisfaction directly impacts brand reputation, referral programs, conversion rates, and revenue. Reduces customer churn Customer acquisition is an expensive and challenging process.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. Churn Rate. Churn is still an important metric to track.

Metrics 132

Metrics Net Promoter Score Customer Success NPS 132

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. And our average bounce rate of 30%? Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. Luckily, there’s LiveChat blog to guide you!

Case Study 59

Case Study Chatbots Study Tips 59

Totango

JULY 15, 2022

When the stock market is down and interest rates are climbing, businesses are often faced with some tough decisions. Leveraging the Detect Risk SuccessBLOC and Avoid Customer Churn . These simple steps help to prevent unnecessary churn and keep your customers engaged with your brand. . Customer Scorecard.

How To 85

How To Financial Customer Base Leadership 85

ChurnZero

MARCH 31, 2022

Q: In Dave’s version of logo retention rate*, how do you treat customers on contracts that allow early-outs? A: I’d ignore early-outs in available to renew (ATR) churn calculations. Q: If most of your customers are on auto-renew, do you use the regular logo retention rate or the ATR rate? A: Yes, strongly.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

CustomerSuccessBox

JUNE 7, 2021

Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. Of course, churn is inevitable, but the better we analyze and measure churn, the better we will be at reducing the churn.

Measurement 52

Measurement Customer Retention Tips B2B 52

Optimove

JANUARY 2, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Web push, a potent channel in multichannel marketing, plays a pivotal role in engaging both active and churned players. Spotting high-risk churn scenarios lets marketers intervene, using FOMO and compelling CTAs for active players.

Engagement 59

Engagement Loyalty Programs How To Loyalty 59

Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. SaaS Churn Analysis Benefits.

Analysis 77

Analysis Customer Retention Engagement Customer Engagement 77