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

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

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

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

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

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

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

InMoment XI

OCTOBER 10, 2023

What Exactly Are Customer Service Metrics? Customer service metrics are not just numbers on a dashboard; they are the narrative of a customer’s journey with a brand, much like a customer journey map. They answer critical questions: How efficiently are customer queries being addressed?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

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

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer Retention 52

Customer Retention Strategy Net Promoter Score Effort Score 52

SmartKarrot

APRIL 15, 2022

As a Vice President of Customer Success, you will drive customer success outcomes by influencing product adoption, customer satisfaction, and overall customer success. Define & optimize the customer journey. Lead Customer Success staff, activities and establish an overall vision and strategic plan.

Customer Success 19

Customer Success Return on Investment Employee Engagement Leadership 19

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. 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.

Customer Journeys 63

Customer Journeys How To Net Promoter Score Video 63

SmartKarrot

MAY 4, 2022

If a certain customer faces a problem with a feature, the customer success team or manager can get in touch with the product team for a streamlined solution. Another aspect where customer success managers can help product managers is by giving them ideas and information about the customer journey and their specific pain points.

Customer Success 19

Customer Success Management Customer Retention Customer Journeys 19

Amity

FEBRUARY 23, 2016

Quick Communication. “In our fast-paced world, an immediate reply to a customer inquiry will set you above most of the other companies they communicate with via email” ( Measure-X ). Register for Kia's upcoming webinar, Improving Customer Retention by Managing the Customer Journey.

Course 63

Course Policies Entertainment Loyalty 63

Solvvy

AUGUST 31, 2022

If your business is in a competitive market, such as financial, banking, Software as a Service (SaaS), or consumer services, your customers have many choices of where to make investments or spend their budget. This assures customers that they’re heard and that you care about improving their experiences. After a Webinar.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62