ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Case Studies. Product Enhancements.

Customer Retention 81

Customer Retention Customer Success Case Study Marketing 81

GetFeedback

SEPTEMBER 24, 2019

B2B marketing expert Chris Ryan of Fusion Marketing Partners advises that, instead of just dealing with problems, CX could help marketing identify highly satisfied customers and “look for chances to make heroes out of your customers.”. This means that the sales reps, when they do engage with buyers, must be better prepared. .

How To 150

How To ROI Policies Analysis 150

Totango

DECEMBER 10, 2019

This is because not only do you have to find and reach a new customer but you also have to walk them through the sales funnel. When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base.

Customer Retention 65

Customer Retention B2B How To Trends 65

BirdEye

JUNE 15, 2023

As a local business looking to improve sales, your marketing strategy has to include a refer-a-friend program. It’s a valuable and cost-effective method for attracting new customers by leveraging existing client relationships. You might initially want to increase sales, boost website traffic, or generate leads. The main reason?

Sales 98

Sales Social Media Gamification Brands 98

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

BirdEye

AUGUST 24, 2023

Customer marketing is a marketing strategy that targets existing customers with the goal that they will buy again and become brand evangelists. And the scope of traditional marketing makes it difficult to target the ideal customer effectively. Use what you know to upsell and cross-sell products and increase customer retention.

Strategy 98

Strategy Marketing Customer Retention Loyalty 98

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios.

Sales 52

Sales Case Study Study Customer Success 52

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. What Is Customer Success?

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. You might be able align with their strategy.

Customer Success 91

Customer Success Self Service Case Study Customer Retention 91

ijgolding

MARCH 7, 2016

They highlight the effect a lack of focus can and will have on not just customers, but employees as well. If you are looking for case studies of what you do not want to happen, these three could be what you are looking for: Case Study 1 – NPower. Case Study 2 – British Home Stores.

Case Study 120

Case Study Retail Financial Social Media 120

Totango

MARCH 29, 2022

Paired with HubSpot’s powerful CRM, Totango allows small-to-midsize companies across a range of industries to better manage customer communications. How Mapping Customer Journeys with Data Helps Marketing + Sales Teams . Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Effort Score Customer Journeys 101

CustomerSuccessBox

MARCH 10, 2022

There is a need for managing brand loyalty to the clients and that’s why you need a client success manager. Also called as a client service manager! Roles and responsibilities of a Client Success Manager. Actively engage in communicating with the customers. Resolve their issues. Handle any conflicts of interest.

Management 52

Management Customer Retention Case Study Customer Success 52

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

A few starters include: Cemantica : Cemantica is a scalable customer experience management platform created by CCXP professionals, which is a huge plus in our book! Because TheyDo is primarily billed as a journey mapping solution, not a full-suite CX management tool, it could be uniquely fit for the task!

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

CustomerSuccessBox

DECEMBER 4, 2018

According to studies , the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

Education Services Group

NOVEMBER 25, 2019

Instead, they’re simply “rebranding” their Account Managers as Customer Success Managers with little to no training or transition. Though both AMs and CSMs have a post-sales role, and AMs often make excellent CSMs with the proper change management and training, the two practices are certainly far from synonymous.

Customer Success 59

Customer Success Management Case Study Resources 59

PeopleMetrics

FEBRUARY 26, 2018

Your customers who bought your product and solution did so for a reason – because they believed it would add business value to their organization. Your customers who actually use your product and solution every day can help to prove (or disprove) that business value. That's great, but the fact is that end-users are your customers too.

NPS 96

NPS Net Promoter Score Company Roadmap 96

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. InVision uses NPS surveys to keep a pulse on customer sentiment.

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). CXM has completely revolutionized how brands engage with their customers. Table of Contents What is Unified Customer Experience Management?

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

ChurnZero

MARCH 31, 2023

The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. Word-of-mouth from customers effectively becomes a self-propelled sales channel.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

Think Customers

SEPTEMBER 7, 2021

Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. Although managed services and outsourcing both involve hiring a partner organization, they encompass different levels of work. What are managed services? But don’t be fooled—these terms aren’t interchangeable.

Management 52

Management Contact Center Case Study Comparison 52

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. First start by examining how sales has prioritized and segmented customers.

Customer Success 64

Customer Success Self Service Case Study Customer Retention 64

Ecrion

JUNE 10, 2019

Higher Brand Loyalty Customers who are satisfied with your customer service and overall communications are more likely to become brand ambassadors than ones who aren’t. They’re likely to become loyal to your brand, which will lead to higher retention rates. They may want to see case studies.

Communication 66

Communication Social Media Touchpoint Case Study 66

LiveChat

JANUARY 3, 2019

The first post on our list is the LiveChat case study about the long way to reach 100k unique views on our blog. Shopify customer service – best practices to implement in your business. Another case study on my list comes from Mateusz, LiveChat Marketplace Specialist and my office neighbor.

Case Study 59

Case Study Chatbots Study Tips 59

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

CSM Magazine

JANUARY 15, 2025

Well explore the signals that indicate your customers interest is fading and, more importantly, how you can turn things around. Customers expect solutions, not more questions. Make sure your communication feels like a conversation, not a sales pitch. You cant afford to sit back and wait for customers to voice concerns.

Chatbots 52

Chatbots Case Study Communication Interaction 52

NobelBiz

MAY 14, 2024

. “Conversational analytics revolutionizes call center operations by providing real-time insights into agent performance and customer interactions. Conversational analytics can monitor interactions in real-time, flagging non-compliance and providing managers with the information needed to take corrective action.

Call Center 59

Call Center Analytics Contact Center Effort Score 59

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. Mapping the Stages of Today’s Customer Journey. This approach separated the pre-sales buyer’s journey from the post-sales customer journey.

Customer Journeys 63

Customer Journeys How To Net Promoter Score Video 63

Gainsight

JUNE 11, 2021

Your Customers Need You to Put Yourself First: Listen to Them! Manager, Customer Success at Slack and CEO of Customer Success Network at Slack. So prioritize your needs just as much as your customers’! Team Up with Sales to Drive Revenue with Kristen Hayer, Founder & CEO at The Success League.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Magellan Solutions

FEBRUARY 19, 2021

Customers expect 24/7 live support. Especially between a business and its customers. . To achieve customer retention, businesses invest in a 24-hour customer service. This could be in the form of 24/7 customer service like telephone calls, chat support, and chat bots. Customers expect to reach you 24/7. .

Chatbots 52

Chatbots Customer Retention Customer Service Representative Customer Expectations 52

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63

Seaton CX

JANUARY 4, 2024

To them, it’s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine. Customer service teams are located offsite, or in the basement, using taped-together headsets and hand-me-down laptops. Professional services must complete projects to onboard customers and recognize revenue. Just kidding.

B2B 52

B2B Airlines Case Study Roadmap 52

NobelBiz

JANUARY 28, 2025

Use tools like customer relationship management (CRM) systems and call center analytics platforms to collect performance data. ’ Read Case Study Industry Examples of Benchmarking Every industry faces unique challenges and requires tailored strategies to meet its specific goals.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . C S and Sales strengthen their bond. . Dig in and enjoy. . . .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Amity

JULY 22, 2016

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. You might be able align with their strategy.

Customer Success 48

Customer Success Self Service Case Study Customer Retention 48

GlowTouch

JUNE 21, 2021

Achieve Consistency and Drive Sales. We also help you define premium support services and drive sales to them. How We Helped Our Client Increase Customer Satisfaction by 20%. Read Case Study. We can also create customized solutions to meet your needs. Consistency is a big challenge for many companies.

e-support 52

e-support Policies Case Study Training 52

CustomerSuccessBox

JULY 29, 2020

According to James this is the first time Customer Success (CS) has come into the spotlight and hence it a perfect opportunity for the CS community to shine and make an impact. Due to the pandemic, smart companies are focussing on customer retention and revenue retention as customer acquisition is hard now.

Customer Success 52

Customer Success Case Study Metrics Measurement 52