BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. What Service Level Metrics Are Most Relevant to Your Business Now? What should your outsourcer – and you – be measuring beyond those standard metrics?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

SEPTEMBER 26, 2019

But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. But how do you keep your existing customers coming back for more?

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

ClientSuccess

OCTOBER 8, 2019

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. 1: Customer Retention Rate.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

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

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Performance Metrics.

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

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. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

Feedbackly

OCTOBER 27, 2022

But, it is quickly becoming one of the most popular metrics for its impressive delivery of results, analysis, and performance! Through EVI® surveys, you can understand how customers perceive your business emotionally. EVI® is a metric that can effectively tap into customer feelings – a core element in decision-making.

Effort Score 98

Effort Score Customer Journeys Metrics Retail 98

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

JULY 20, 2021

The past year has highlighted precisely how critical current customers are to the success of SaaS organizations, thanks in large part to net retention rates. What is customer net retention? Customer net retention is the total number of customers who do not churn year over year.

Measurement 69

Measurement Customer Retention eBook Resources 69

ChurnZero

NOVEMBER 9, 2021

Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? It’s vital to customer retention.

Company 97

Company Customer Experience Survey Customer Retention 97

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. Work Cross-Functionally During SaaS Customer Onboarding.

Metrics 98

Metrics Customer Success Training eBook 98

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Revenue Generation Methods.

Customer Success 40

Customer Success Management B2C B2B 40

PK

SEPTEMBER 18, 2019

With customers – and particularly Millennials – assessing products and services on their overall experience with the company, the post-purchase experience has become as important as the product itself. The answer: invest in customer success. Check out our recent eBook to learn more about driving such engagement.

B2B 49

B2B Customer Success Social Media Video 49

Feedbackly

OCTOBER 13, 2022

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. You can use it to identify pain points and improve the overall customer journey.

Customer Journeys 64

Customer Journeys Measurement NPS eBook 64

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. Rely on metrics to gauge success. . Unfortunately, these gut feelings aren’t really indicative of how successful a day actually was.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. Rely on metrics to gauge success. . Unfortunately, these gut feelings aren’t really indicative of how successful a day actually was.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Success 49

Customer Success How To e-support eBook 49

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

ChurnZero

NOVEMBER 9, 2021

Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? It’s vital to customer retention.

Company 52

Company Customer Experience Survey Customer Retention 52

Feedbackly

JUNE 1, 2023

Delivering Emotional Value through Every Interaction So, how can you deliver a strong emotional experience during customer-brand interactions in the buying journey? EVI® is a metric that can be utilized to measure and improve the quality of emotional experience at any stage in the customer journey.

eBook 52

eBook Touchpoint NPS Brands 52

ClientSuccess

JUNE 13, 2017

Churn, Retention, Revenue. For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. For instance, one pair might measure churn as well as retention, which are opposite but complementary measurements. Customer Churn Rate.

Measurement 43

Measurement eBook Metrics Customer Retention 43

SmartKarrot

JUNE 24, 2021

The customer success community is one where members look out for each other. We have compiled a list of all the customer success community resources to support folks in the industry looking out for help. Customer Success Forums. Customer Success Forum. Success Hub . contact-form-7].

Customer Success 17

Customer Success Resources Leadership B2B 17

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Source: Pexels.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ClientSuccess

NOVEMBER 26, 2018

We’ll just come out and say it: customer marketing conversations and campaigns aren’t always the smoothest for customer success teams, nor do they tend to foster winning retention statistics. Customer marketing if done right can have a positive impact on retention. The Four Fold Mission of Customer Success.

Marketing 56

Marketing Case Study eBook Exercises 56

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Of course, it’s important to understand that customers can leave for any number of reasons. . (PS

Strategy 47

Strategy eBook Metrics Trends 47

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Of course, it’s important to understand that customers can leave for any number of reasons. . (PS

Strategy 40

Strategy eBook Metrics Trends 40

SmartKarrot

JULY 16, 2020

Of the many old adages in the customer success business, one says that keeping the clients that are already using your software is way better than attracting the new ones. Client retention is all about acquiring your customers, boosting revenue, and saving up the company’s money. Why Retention is Critical.

Metrics 10

Metrics eBook Customer Retention Strategy 10

ClientSuccess

JANUARY 10, 2018

An organization’s customers are the greatest asset it can have, and the longer those customers continue to invest in products and services, the more valuable they become. As a customer success leader, you understand the importance of keeping customers successful along their journey with your organization.

eBook 40

eBook Customer Success Resources Leadership 40

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

ClientSuccess

AUGUST 10, 2022

How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers.

Customer Success 78

Customer Success NPS eBook Metrics 78

SurveySparrow

SEPTEMBER 6, 2019

As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. It is the measurement of the value a customer brings to your company after the first purchase till the end. The way you calculate your Customer Lifetime Value depends on your business model.

Social Media 51

Social Media Effort Score Metrics Customers 51

SmartKarrot

MARCH 15, 2022

The sales-led growth organizations don’t take customer success and other aspects into account. If someone becomes a customer if they read a blog, watch a video, or download an ebook- it is marketing-led growth. HubSpot uses content to engage customers and bring them onboard. Marketing-led Growth. Bottom Line.

Sales 10

Sales Marketing Customer Retention B2C 10

Gainsight

JUNE 22, 2022

SaaS companies may have brought customer success (CS) to the fore. Still, enterprises have found a place for this newcomer function in helping customers realize value from products, churn less, and expand efficiently. Previously, customer sales and acquisition were crucial growth elements. Focus on Expansion With Metrics.

Customer Success 52

Customer Success Metrics Customer Journeys Sales 52