ClientSuccess

JANUARY 25, 2021

Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon. Increasing transparency into the customer journey for your marketing team so they aren’t constantly asking if a customer is ready for a case study can help streamline this process on both sides.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

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

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . Star Hofer (SH): When I think of partners that are doing implementation and projects, that could be anything from agencies, it could be third party companies that are in place.

Customer Journeys 52

Customer Journeys CEM Customer Success Chief Customer Officer 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journeys 44

Customer Journeys Effort Score Social Media Omni-Channel 44

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

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer Retention 49

Customer Retention Measurement Strategy Management 49

ClientSuccess

SEPTEMBER 26, 2019

Your customers are the lifeblood of your business. Without them, you wouldn’t have a reason to keep your company in operation. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . What are their individual goals within the company?

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

Clarivate

FEBRUARY 21, 2018

Some of the best insights come from analyzing customer data in a new way. Many companies have years’ worth of customer survey data, much of which has only been given a cursory review by the marketing team. New Type of Customer Data.

Analytics 49

Analytics Customer Journeys Touchpoint Call Center 49

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. 70% of brands see a direct connection between customer service and performance.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

AskNicely

AUGUST 17, 2018

This creates an emotional bond between the customer and your brand. Emotional bonds create lasting relationships for growth and customer retention. Obsession expressed through actioning customer feedback. It used to be that companies set up focus groups to try to capture the voice of the customer (VoC).

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

ChurnZero

JUNE 21, 2019

[Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn. . Companies work hard to attract and win their customers. Yet the amount of focus that leadership places on new business revenue is disproportionate to the amount of focus placed on existing customer revenue. Or is more involved?

Company 73

Company How To Measurement Customer Success 73

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Customer Success 71

Gainsight

MARCH 12, 2024

These questions, plus more, were answered by Riccardo Composto, Senior Director of Customer Success at Sitecore , during our recent webinar, Transforming CS Into a Lead Gen Powerhouse. Customer Success Qualified Leads (CSQLs) should be a metric that drives better collaboration between your CS and Sales teams.

Customer Success 52

Customer Success ROI Metrics Sales 52

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

Totango

JUNE 30, 2020

The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Invite customers to upcoming free training webinar series.

Communication 127

Communication Strategy Metrics Customer Retention 127

Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. The average customer maintains seven trusted partnerships according to McBain.

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.

Customer Journeys 72

Customer Journeys Customer Success Leadership Customers 72

ChurnZero

JANUARY 28, 2020

Get your ‘yes’ to Customer Success! Upcoming Webinar: How to Streamline Onboarding to Reduce Churn. Wednesday, January 29, 2020, 2:00 – 3:00 PM EST. Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. Register today! .

B2C 64

B2C B2B Customer Retention Touchpoint 64

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. Engaged key contacts.

Communication 103

Communication NPS Case Study Metrics 103

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 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. And some companies will see struggles into the next year.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

ChurnZero

MAY 31, 2019

We hope you have found the advice to be useful in overcoming common obstacles in your customer retention efforts. This is when a customer who used to be your advocate or main point of contact at an account has left their role at the company, leaving you championless, making the likelihood of a renewal uncertain.

Customer Retention 75

Customer Retention Customer Success Metrics Customer Journeys 75

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

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

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). Ian Golding, Author of Customer What?

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Gainsight

DECEMBER 14, 2020

“Companies were planning for months and years to do their digital transformation. According to our internal data , 12% of companies surveyed have seen more than 50% growth, and 50% have seen a meaningful increase in MAU. So even one negative experience could cause a customer to leave and never return.

Customer Engagement 52

Customer Engagement Tools Engagement Strategy 52

ChurnZero

JUNE 7, 2019

Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers. That’s not a figure of speech, I actually sat up in bed with this realization and made my pitch to join Customer Imperative that evening at a Starbucks. . Upcoming Webinar.

Customer Success 73

Customer Success B2B Tips Consulting 73

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. Q&A Recap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. Do companies see the value of my department? So, what’s the job outlook for Customer Success professionals? Will this role have high growth potential?

Customer Success 64

Customer Success e-support Software Trends 64

ChurnZero

JUNE 14, 2019

Upcoming Webinar. How to Keep the Revenue Your Company Worked So Hard to Earn Wednesday, June 19, 2019 2:00 – 3:00 PM EDT. Companies work hard to attract and win their customers. A widespread obsession with customer acquisition leaves companies blind to the pool of revenue opportunity within customer retention.

Customer Success 65

Customer Success Customer Retention Customers Metrics 65

SurveySensum

NOVEMBER 18, 2021

After webinar. After customer support. Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . After webinar. Rating scale questions. After onboarding.

Customer Satisfaction 52

Customer Satisfaction NPS Survey Touchpoint 52

InMoment XI

OCTOBER 10, 2023

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 serve as a mirror, reflecting the quality, efficiency, and impact of a company’s customer service initiatives.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. After webinar.

Customer Satisfaction 69

Customer Satisfaction Survey Touchpoint Customers 69

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. 1: Customer Retention Rate. Your sales team will tell you: getting new customers can be difficult. Tip: Struggling with improving your customer retention?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ChurnZero

JANUARY 10, 2020

Great teams start with great leaders , so we wanted to highlight some of the industry trailblazers who are shaping the future of this maturing field and stak ing a claim for Customer Success as an essential SaaS growth driver. 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52