West Monroe

APRIL 27, 2022

As business becomes digital, companies are upgrading to modern cloud-based core software platforms and solutions at an accelerating pace—fueling the continuous move toward SaaS solutions where customer retention, lifetime value, and annual recurring revenue (ARR) take the place of traditional sales metrics as key measures of performance.

Software 52

Software e-support Multi-Channel Industry 52

West Monroe

APRIL 27, 2022

As business becomes digital, companies are upgrading to modern cloud-based core software platforms and solutions at an accelerating pace—fueling the continuous move toward SaaS solutions where customer retention, lifetime value, and annual recurring revenue (ARR) take the place of traditional sales metrics as key measures of performance.

Software 52

Software e-support Multi-Channel Industry 52

Kustomer

JUNE 7, 2023

Like any playbook, it should contain a stock of methods and go-to tips firms use to provide great customer service and create their ideal CX. Building a loyal customer base doesn’t just happen overnight. As customer trends shift over time, so will the contents of a CX playbook. Through technology, of course!

Financial 98

Financial CRM Banking Effort Score 98

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. For example, large enterprise software deals are often structured on an annual contract cadence (or even a multi-year cadence), so ARR is usually best.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Lumoa

JUNE 14, 2023

And that, of course, is bad news for any business – big or small. Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right. This should be a good enough reason why customer retention is something your business takes very seriously.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. 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.

Communication 126

Communication Strategy Metrics Customer Retention 126

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Journeys 117

Customer Journeys Customer Experience How To Net Promoter Score 117

LiveChat

APRIL 10, 2017

Of course you do. You remember the hard work you put into finding the perfect customer. Put simply: once you build a solid customer base, it’s essential that you shift your focus toward retaining customers and ensuring they remain loyal. 4 Main Tenets of Customer Retention. Adding value.

Customer Retention 28

Customer Retention Loyalty Programs Customers Social Media 28

Gainsight

JANUARY 8, 2021

Many enterprise companies find themselves without either a tool or platform that gives a unified customer experience across multiple products. As a result, the customer can often experience a disjointed. The company is unable to optimize or scale the customer and ultimately impacts customer retention.

Customer Confidence 52

Customer Confidence Customer Retention Software Analysis 52

CustomerSuccessBox

JUNE 13, 2022

Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities. Creating a devoted customer base. Customer intelligence insights aid long-term customer development.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

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

ShepHyken

OCTOBER 4, 2019

They refer other customers like them to your business. Thus, you don’t have to make more efforts to find new customers. Finding new customers is, of course, costlier when compared to retaining the existing ones. Customer engagement guarantees business growth and success. Develops A Delightful Customer Experience.

Brands 121

Brands Engagement How To ROI 121

NobelBiz

FEBRUARY 21, 2023

Of course, you must always consider traditional channels such as phone, email, SMS, etc., NobelBiz OMNI+ is a complete cloud contact center software equipped with a complex toolbox of features, functions, and integrations carefully designed to manage the operations of every type of contact center.

Customer Service Strategies 52

Customer Service Strategies Tips Strategy Customer Service 52

CloudCherry

AUGUST 21, 2018

Beyond the satisfaction that you will give your customers, though, proactive support also provides the following benefits: It increases customer loyalty. It decreases customer contact rates. It increases customer retention. Tracking the customer lifecycle. It reduces escalation frequency.

Customer Journeys 150

Customer Journeys Analytics Analysis Self Service 150

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. For example, large enterprise software deals are often structured on an annual contract cadence (or even a multi-year cadence), so ARR is usually best.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

CSM Magazine

JANUARY 28, 2020

To be successful, businesses need a high-quality call center service that is reliable, easy to navigate and able to keep up with ever-changing customer experience expectations. So, if you’re looking into upgrading or implementing call center software, read on as we detail some important things to consider to make it a success.

Call Center 52

Call Center Metrics Self Service Virtual Call Center 52

ProProfs Chat

SEPTEMBER 20, 2019

Having understood the importance and purpose of customer service in the business, let us dig deep to learn why it is the primary stepping stone to your business success. Improves Customer Retention Rate. When you acquire a new customer, it costs you five times more than retaining an existing one. The Technology Angle.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Gainsight

MAY 6, 2020

The effects are increased pressure on customer retention, upsells, and expansion. And you can move quickly: with our Customer 360, you quickly get a holistic understanding of the account, including open CTAs (calls-to-action), health score, NPS, segment, number of users, and ARR. Verified Outcomes.

Technology 52

Technology Customer Success Effort Score Return on Investment 52

Ecrion

OCTOBER 24, 2019

Have you noticed that your customer retention rate has gone way down in the past few months? Have you received customer feedback that leads you to believe your clients don’t feel valued, known on an individual level, or that they can’t seem to get an effective solution to their problems with your company?

Omni-Channel 45

Omni-Channel System Communication Software 45

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

Gainsight

SEPTEMBER 28, 2020

Here are our top three themes from sessions hosted by Stripe , Hootsuite , Zendesk , InVision and of course, Gainsight. Build for customer needs versus making product fit customer. During a roundtable discussion, a common theme emerged that often your ‘squeakiest wheel’ may not represent your customer base as a whole.

Conference 66

Conference Industry Metrics Effort Score 66

Totango

AUGUST 27, 2019

Customer lifetime value is the net profit acquired from a customer throughout a company’s relationship with them. The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention. Loyal customers ensure stable revenue to come.

Customer Journeys 61

Customer Journeys Software Customers Loyalty 61

Education Services Group

FEBRUARY 3, 2021

There are three major technology categories on the market today that are designed to enable CS organizations to scale and grow: Customer Success software, in-product engagement tools, and community platforms. If you consider that your Customer Success software (like ChurnZero, Gainsight, Totango, Strikedeck, etc.)

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

SurveySparrow

DECEMBER 29, 2023

An outstanding CX is the heart of customer retention and a key strategy for customer acquisition. To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. Look for patterns, trends, and commonalities among your customer base.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Gainsight

JUNE 2, 2022

But it’s not only the excitement about the return of Pulse to the Moscone West Center, attendees, vendors, speakers, parodies, and, of course, the puppies. Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Now, the experience is back!

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Totango

APRIL 28, 2020

One especially important facet of planning for the unexpected inevitable is customer retention. In difficult, uncertain times, attracting new customers becomes exponentially harder as budgets tighten and priorities shift. Use customer data to make data-driven decisions because now is not the time to guess.

Customer Retention 111

Customer Retention Strategy Course System 111

Gainsight

MAY 13, 2020

Visibility to gain a common view of the customer. How to find pockets of expansion in your customer base. Reducing silos to create the ultimate customer experience. Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Wootric CX Blog

FEBRUARY 18, 2021

Chances are, these are some of your best-fit customers. . SaaS finance departments use subscription billing software , accounting systems, and other processes and platforms to track all kinds of useful customer revenue data and financial metrics. And your finance team can probably tell you who they are pretty quickly.

Self Service 52

Self Service Touchpoint Customer Experience Customer Retention 52

Education Services Group

JUNE 29, 2019

In fact, Frederick Reichheld of Bain & Company (inventor of the Net Promoter Score) has shown through research that increasing customer retention rates by just five percent can boost profits anywhere from 25 to 95 percent. Introduce your new customer to their Customer Success Manager.

Customer Success 40

Customer Success Connections Net Promoter Score Customer Retention 40

ClientSuccess

NOVEMBER 7, 2019

While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand. Focus On Your Most Loyal Customers. Strategy #1.

Strategy 47

Strategy eBook Metrics Trends 47

Wootric CX Blog

JUNE 19, 2019

As a customer, how many times have you waited to get in touch with a customer support agent on the phone, listening to a monotonous tune or promotions on loop, only to get frustrated and hang up without receiving any response to your query? . Of course, you never went back to that brand again. And, why should you? Conclusion.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

ClientSuccess

NOVEMBER 7, 2019

While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand. Focus On Your Most Loyal Customers. Strategy #1.

Strategy 40

Strategy eBook Metrics Trends 40

ClientSuccess

APRIL 30, 2019

Customer Retention Rate/Customer Churn Rate. Customer Retention Rate (CRR): The percentage of customers retained over a given period of time. This is also referred to as “Logo Retention”. Customer Churn Rate: The percentage of customers that are lost (i.e.

Financial 46

Financial Metrics Customer Success eBook 46

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

PeopleMetrics

JANUARY 13, 2017

At PeopleMetrics we realize that we’re not only selling software, we’re selling a service. It seems like an obvious truth (after all, they are called Software-as-a-Service products), but many SaaS companies lose sight of the service side of things - they strive toward the goal of a no-touch sales organization. The First Interaction.

Net Promoter Score 48

Net Promoter Score Effort Score Software Metrics 48