Totango

JULY 22, 2022

At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC. Overall NPS score.

Communication 101

Communication NPS Case Study Metrics 101

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. MW: And once you have that foundation, I highly recommend creating a customer communication calendar. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

Think Customers

JUNE 13, 2024

The chief customer officer of ClearAction Continuum reveals four — just four — CX ROI benchmarks to prioritize during the “ Four Gold CX ROI Metrics LinkedIn webinar hosted by the European Customer Experience Organization (ECXO) earlier this month. These four ingredients of genuine fitness have counterparts in CX.

ROI 52

ROI Metrics Chief Customer Officer Return on Investment 52

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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 111

Customer Engagement Customer Journeys Engagement Strategy 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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 85

Customer Engagement Customer Journeys Engagement Strategy 85

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

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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

AskNicely

AUGUST 17, 2018

Bezos goes on to say, “(customer obsession)…requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight. You need to communicate it from the inside out by creating a culture shift.”. Treat your customer as an advisor. What is that shift?

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer Success 52

Customer Success CRM Effort Score Case Study 52

ClientSuccess

SEPTEMBER 26, 2019

By communicating with customers in a way that resonates with them specifically will help you earn their respect throughout the customer journey. Doing so will make you a better customer success professional and set you apart as a trusted advisor who builds relationships that last. Who are you talking to?

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

Gainsight

FEBRUARY 29, 2024

Today, the sophistication of Customer Success strategies and supporting technologies are putting through-partner Customer Success to work in entirely new ways. That topic was the focus of Gainsight’s recent webinar with partnership experts Jay McBain from Canalys and Jane Bossert from IBM.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

BirdEye

OCTOBER 26, 2023

A typical customer journey starts with online search, reservation made via a website or call center, moving on to automated payment systems, followed by the guided move-in process. All businesses must focus on enhancing experience along each step of the customer journey to avoid turnover risks. Melissa: Absolutely.

Feedback 109

Feedback Customer Journeys Effort Score Survey 109

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Customer Journeys 72

Customer Journeys Customer Success Leadership Customers 72

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

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

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. Communicate with relevance. How can you make them more personal?

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Totango

SEPTEMBER 24, 2020

If you fail to deliver value at any stage of the relationship, customer retention will decline. In order to increase customer satisfaction and retention, value must be delivered from the very beginning during the evaluation and purchasing stages, during onboarding , and continue throughout the customer journey.

How To 78

How To Customer Success Customer Journeys Customers 78

SurveySensum

AUGUST 7, 2023

With effective strategies like personalization, omnichannel customer support, and an efficient VOC Program, you pave the way for a seamless, convenient, and hassle-free customer journey. Value transparency and communication by keeping you informed about updates through newsletters, webinars, and support channels.

B2B 52

B2B Customer Experience Marketing Customer Centricity 52

Gainsight

AUGUST 28, 2021

According to a recent report from Edison Partners , one of the key characteristics of the fastest-growing companies is a commitment to customer success, an area that is mostly untapped for many organizations. Automating Workflows and the Customer Journey. Analytics Made Easy.

Customer Success 52

Customer Success Net Promoter Score Effort Score e-support 52

SmartKarrot

FEBRUARY 15, 2022

You need to retain customers, and the best way to do that is with winning customer success strategies. A key aspect of customer retention and customer success is ensuring you get customer loyalty. Customer marketing is vital to enhance customer experience. Pain Points of Paid Customers.

Customer Success 10

Customer Success How To Customers Video 10

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Effort Score Communication Customer relationships 63

Gainsight

DECEMBER 14, 2020

So even one negative experience could cause a customer to leave and never return. At scale, this could cost your business its customer retention rate. This means that now, more than ever, is the time for companies to evaluate and optimize customer journeys to keep their customers engaged and happy.

Customer Engagement 52

Customer Engagement Tools Engagement Strategy 52

ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. 72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

Gainsight

DECEMBER 15, 2023

Check out new ebook, How to Speak CFO: Real-World Tips for Communicating the ROI of CS the Budget Hawks of Your Business To dig deeper into this topic, Remco de Vries, VP, Global Demand Generation, Gainsight, recently sat down with Rav Dhaliwal, Investor, Board Member, Venture & Limited Partner at Crane Ventures.

Tips 52

Tips Leadership Sales Training 52

Totango

JANUARY 4, 2019

These are the top five customer-centric marketing strategies that deliver on ROI for SaaS companies: Create a visible customer journey. Let your customers speak for you. Engage your entire company in customer-centricity. Don’t let your expertise blind you to your customer’s experience. #1

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

ChurnZero

MAY 23, 2019

There’s little doubt that word choice and tone can influence your customer interactions. The rule determined that communication is made up of three parts: . ?????? When dealing with a difficult customer, remember that your initial reaction is just as important as your solution. Upcoming Webinar. Your Body Language 55%.

Tips 40

Tips Net Promoter Score Customer Journeys Effort Score 40

ChurnZero

JUNE 14, 2019

Sometimes as CSMs we are focused on looking for customers who are underutilizing the system. If the goal of the Play is to communicate with your customer, you have some options. Upcoming Webinar. Companies work hard to attract and win their customers. Customer Success Around the Web. Tailor the message.

Customer Success 65

Customer Success Customer Retention Customers Metrics 65

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. She has become the “go-to” person for building the ultimate Customer Success model. Upcoming Webinar.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Amity

MARCH 20, 2016

At that moment - only about 20 minutes after talking with me - Jeffrey became my strategic partner, communicated exactly what I needed to know to achieve my objective, and he had the deal before I even saw a quote! He genuinely listened, communicated exactly what I needed to know, and was a strategic partner in making me successful.

Roadmap 48

Roadmap Measurement Customer Retention Communication 48

SmartKarrot

APRIL 28, 2023

Create and carry out programmes in Marketo for a variety of channels, including email, the web, nurturing of in-products, field events, webinars, etc. Manage and cultivate your current clientele to promote account retention, customer value, and business growth.

Customer Success 19

Customer Success Customer Journeys Customers Consumers 19

ProProfs Chat

SEPTEMBER 17, 2021

A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. When your employees are happy, their efforts result in better customer experiences, leading to better organizational growth. Enhance Internal Communication.

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Integrity Solutions

DECEMBER 11, 2023

In other words, they haven’t done things like fill out a form on your website, attend a webinar, engage with you on social media or shown any intent to purchase. Doing this effectively takes the right communication skills and the right mindset. So, why do it? Is it worth the time and effort? The short answer is yes.

Sales 94

Sales How To Connections Industry 94

ChurnZero

JUNE 28, 2019

Customer retention is becoming a top-of-mind KPI in boardrooms around the world, and even the smallest errors can have profound impact on your bottom line. Most importantly, should a crisis occur, don’t forget to communicate with both internal and external partners. The question of fit should go beyond Customer Success.

Customer Success 49

Customer Success B2B Customer Retention Entertainment 49

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. Are Your Customer Success Stories Being Heard? • Webinars. Want to adopt Customer Success but don't know where to start?

Resources 80

Resources Customer Success Customers Customer Retention 80