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

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! Joshua Robitaille, Customer Success Program Manager. Customer Content: Video + No CTA = A-Ok.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customer Journeys Loyalty Programs 78

Totango

OCTOBER 22, 2019

To retain customers long-term , you’re going to need a clear strategy. Here are some ways to create a customer journey strategy that will help you foster lasting customer relationships. How to Make a Customer Success Strategy that Demonstrates the Value of Your Product. Onboarding. Prioritizing at-risk renewals. .

Customer Journeys 49

Customer Journeys Strategy Examples Tips 49

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Performance metrics for evaluating and optimizing plan implementation. Track the Right Metrics to Promote Proactive Engagement. Here’s how to plan an effective stakeholder management strategy and track your performance.

Engagement 86

Engagement Strategy Management Net Promoter Score 86

CloudCherry

OCTOBER 25, 2018

Raju Nair – MD & Regional Head Customer Journey Experience – DBS Bank. Aylwin Tan – Chief Customer Solutions Officer – Ascendas-Singbridge. Alp Altun – Executive GM Transformation & Customer Operations – Asia IAG. The North Star Metrics for CX Buy-in.

CEM 170

CEM ROI Metrics Call Center 170

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. We know NPS is a very reactive motion, from sending the survey to potentially actioning or remediating well after the event of causation. Stop thinking about NPS as a metric.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

CloudCherry

DECEMBER 1, 2018

Raju Nair – MD & Regional Head Customer Journey Experience – DBS Bank. Aylwin Tan – Chief Customer Solutions Officer – Ascendas-Singbridge. Alp Altun – Executive GM Transformation & Customer Operations – Asia IAG. The North Star Metrics for CX Buy-in.

CEM 150

CEM ROI Metrics Call Center 150

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 126

Communication Strategy Metrics Customer Retention 126

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 102

Communication NPS Case Study Metrics 102

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

BirdEye

AUGUST 3, 2023

However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. How to measure CSAT score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Define Key Onboarding Events, Correlate Them to Customers’ Success.

Metrics 98

Metrics Customer Success Training eBook 98

Education Services Group

JULY 20, 2021

ME: Consider developing health scoring based on customer sentiment, engagement, and other key customer events. For example, are these customers opening or clicking on emails you’re sending? Are they visiting your knowledge base or customer community, or submitting support tickets?

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

Experience Investigators by 360Connext

JUNE 2, 2020

Most VoC programs include the Net Promoter Score (NPS) metric to track loyalty behavior. Other metrics like Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Customer Churn Rate or Customer Retention Rates might also be included. Telling the Customer’s Story.

Effort Score 162

Effort Score Social Media Net Promoter Score NPS 162

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Tutorials.

Customer Success 107

Customer Success Management Net Promoter Score Effort Score 107

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

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To start building an early customer warning system, follow these three steps: 1. Define Customer Health Score. Schedule an adoption review in 30 days.

System 65

System How To Customer Success NPS 65

CSM Practice

MAY 22, 2022

On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. . While building your Customer Success framework, you should be able to: Recognize your customer personalities. Create customer segments, .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

CSM Magazine

APRIL 7, 2021

The post-purchase experience is one of the most critical, fragile parts of the customer journey. If companies want to win over customers and drive sales growth, they need to make the post-purchase experience a priority. Maybe it’s something in the name, implying that the real work has already been done.

Retail 52

Retail Brands Transportation Customer Journeys 52

Totango

JULY 15, 2022

This means that it’s more important than ever to keep a pulse on your customers (especially those who may be at-risk) and ensure you have a plan of action to protect your customer base. Leveraging the Detect Risk SuccessBLOC and Avoid Customer Churn . At-risk customers by CSM. Total revenue at risk.

How To 86

How To Financial Customer Base Leadership 86

SurveySensum

NOVEMBER 8, 2023

A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. This allows for measuring customer satisfaction and loyalty as well as addressing concerns quickly. Automation will go beyond chatbots and voice assistants.

Customer Experience 52

Customer Experience Chatbots How To Effort Score 52

Second to None

MARCH 14, 2018

That said, measuring the return on experiences and events is far from impossible, and by learning how to do so, marketers can justify their expenses to the C-suite while improving the effectiveness of their campaigns. Not every great experience makes a great experiential marketing event. Executing a Memorable Event.

Strategy 54

Strategy ROI Social Media Return on Investment 54

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Imagine a star-studded debut, with entertainers walking the red carpet and searchlights beckoning people to the event. Netflix and Net Retention.

Entertainment 98

Entertainment Customer Success ROI Trends 98

Retently

APRIL 5, 2024

Retailers leverage AI technology, such as chatbots and predictive analytics, to enhance customer experiences by providing immediate assistance and personalization. Both online and in-store experiences offer distinct advantages and can complement each other to provide a holistic and satisfying customer journey.

Retail 78

Retail Engagement Strategy Customer Experience 78

Totango

DECEMBER 1, 2020

The right success platform can prevent customer churn by identifying which accounts are at risk of product abandonment, allowing you to take action quickly and engage clients during every stage of the customer journey. Make Value Apparent With Established Goals and Metrics. Identify Escalation Trends.

How To 65

How To Net Promoter Score Trends Metrics 65

ReviewTrackers

NOVEMBER 8, 2018

Most people associate Followers with the number of Likes a Page receives, but they’re actually two different metrics. Businesses that host events will find this section useful. With every event created, you can see its current impact by looking at the number of people reached and views of the event page. Promotions.

Analytics 56

Analytics Video Metrics Groups 56

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. For example, if your firm belongs to an industry that sees ‘Business Outcomes’ as a KPI/metric, you invariably need to focus on that metric.

Customer Success 52

Customer Success ROI Measurement Metrics 52

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. Track Customer Progress and Optimize Your Onboarding Process .

e-support 127

e-support Hospitality Healthcare Touchpoint 127

Totango

JANUARY 23, 2020

Escalations Go Unresolved: Customers become frustrated if they feel their complaints are going unheard and are unlikely to renew. . Lack of Customer Engagement: Enterprises should provide frequent, helpful, personalized engagements throughout the customer journey. Onboarding is a critical phase in the customer journey.

Strategy 106

Strategy Management B2B ROI 106

Solvvy

AUGUST 31, 2022

Additionally, NPS is unlikely to be impacted by an isolated event because you are asking a customer for an overall impression. Customers will base their answers on how much they trust your business, rely on your products and services, and will be loyal to it themselves. Improve Customer Experience. CSAT Advantages.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

SmartKarrot

JULY 8, 2020

Moreover, unlike a regular software company, SaaS businesses are subscription-based and thrive on their ability to retain existing customers. This, in turn, requires you to track various metrics to boost customer retention and maximize revenue. . Key Metrics for SaaS Businesses. Churn Rate.

Metrics 10

Metrics Analytics Tools Net Promoter Score 10

SurveyGizmo

DECEMBER 21, 2022

When you segment by your consumers’ previous histories of engagement, you can more effectively inspire mobile engagement and increase customer retention. Shifts in sentiment Customer sentiment is the emotion behind customer engagement. Keep your surveys targeted on a certain feature or event.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

ChurnZero

JUNE 14, 2019

Order lunch for the group and make it a team bonding event. Companies work hard to attract and win their customers. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth.

Customer Success 65

Customer Success Customer Retention Customers Metrics 65

SurveySensum

AUGUST 1, 2023

Here are some positive impacts that customer loyalty can have on your retail success: Increased Customer Retention: Customer loyalty plays a pivotal role in driving customer retention and repeat purchases for brands. Loyalty Programs: Create a loyalty program that rewards customers for their repeat business.

Retail 52

Retail Loyalty Connections Loyalty Programs 52