Optimove

MARCH 27, 2019

“Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. Within a few months of deploying Optimove, Adore Me measured a 15% increase in campaign-generated revenue, a 22% increase in average order amount and 2.3X Albina Kehoe. Marco Tiso.

Data 40

Data Marketing CRM Customer Centricity 40

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. That webinar was – and continues to be – wildly popular because it explores the nuance behind Customer Success metrics.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

ChurnZero

MAY 2, 2024

You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey. In our webinar, You Mon and Rob discussed the B2B SaaS market’s current state, including the impact of tech advancements and changes in work culture, and what it means for SaaS leaders.

B2B 52

B2B Survey Metrics Customer Retention 52

SurveySensum

JANUARY 4, 2024

The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. However, analyzing the data was another headache.

Analytics 52

Analytics NPS Banking Analysis 52

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Increase customer retention, lower churn.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. Well, businesses are evolving, as should the methods used to understand customer sentiment. Net Promoter Score (NPS) is like a report card for your business. What does that mean?

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. 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. Nuance: These are both valid measures, but they serve different purposes.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

ChurnZero

MAY 25, 2023

Even if CS doesn’t “own” renewals or expansions in your organization, having a command of the numbers is still important: just because you aren’t held directly responsible for collecting a signed contract does not mean you are not held indirectly accountable for customer retention. Below are recommended metrics to consider.

Customer Success 97

Customer Success Metrics Software Customers 97

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Success 108

Customer Success Customers Measurement Communication 108

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang. Albina Kehoe.

Engagement 72

Engagement Marketing Multi-Channel CRM 72

Alliance by IFS

JULY 9, 2019

These often heard slogans nod to the importance of customer satisfaction. But the field service industry hasn’t always been customer-centered. Historically, many field service organizations (FSOs) measured success based on when technicians arrived, rather than how quickly those techs resolved customers’ problems.

Customer Satisfaction 86

Customer Satisfaction Analytics Report Software 86

ClientSuccess

JANUARY 10, 2020

It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Webinar: Why Continuous Onboarding is Critical for Your Business.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

CustomerSuccessBox

JUNE 21, 2022

This leads to a smooth transition of customers and creates a better customer experience. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Customers, usually, stay loyal to a firm that invests its resources in onboarding content.

Strategy 52

Strategy Customer Retention Video Sales 52

ClientSuccess

JANUARY 10, 2020

It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Webinar: Why Continuous Onboarding is Critical for Your Business.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ChurnZero

MAY 31, 2019

customer churn risk ) and how that churn monster might be successfully defeated. We hope you have found the advice to be useful in overcoming common obstacles in your customer retention efforts. As it turns out, Cayleigh’s direct report is still with the organization, and she feels she would be the best person to reach out to.

Customer Retention 75

Customer Retention Customer Success Metrics Customer Journeys 75

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

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. Invite all users to training webinars.

System 65

System How To Customer Success NPS 65

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

ProProfs Chat

JANUARY 9, 2020

You can divide the number of customers at the end of a financial year by the number of customers at the start of the year to find out the customer churn rate. . Decreasing the customer churn rate by even 5% can lead to an increase in profits by 25% to 95%.” – Harvard Business School.

Customer Retention 86

Customer Retention Multi-Channel Video Customers 86

Thematic

SEPTEMBER 12, 2021

CX metrics aren’t just measures that marketers use to sound clever. CX metrics reflect how customers feel about interacting with your brand. But if you can find ways to improve your CX metrics such as customer satisfaction scores, you can retain and even grow revenue. Why should businesses analyze CX metrics?

Metrics 117

Metrics Analytics Feedback Effort Score 117

Optimove

JUNE 30, 2019

Watch the webinar. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Learn how to optimize and maximize your campaigns’ performance.

How To 40

How To CRM Customer Centricity Customer Retention 40

Optimove

MAY 27, 2019

Watch the webinar. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Learn how to transform data insights into action! Marco Tiso.

How To 40

How To CRM Customer Centricity Customer Retention 40

Optimove

MAY 26, 2019

Webinar: Become an Independent Marketer. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang. Marco Tiso.

How To 40

How To CRM Customer Centricity Customer Retention 40

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang. Albina Kehoe.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

Optimove

MAY 4, 2019

Webinar: Driving Engagement with Contextual Marketing. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

Optimove

MAY 1, 2019

Webinar: Driving Engagement with Contextual Marketing. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang.

Engagement 40

Engagement Marketing Multi-Channel CRM 40

ChurnZero

JUNE 14, 2019

Use the ChurnZero Play Report to see which contacts have run through the Play so far, if they have viewed the message, and/or clicked within it. So, what does a Customer Success team working session actually look like? Upcoming Webinar. Companies work hard to attract and win their customers. Refine after two weeks.

Customer Success 65

Customer Success Customer Retention Customers Metrics 65

ChurnZero

JUNE 12, 2020

One of Customer Success Operations main responsibilities is building repeatable processes for: Customer Success Operations also sets performance metrics for these processes to measure their effectiveness and guide their continual improvement. Data analytics, business intelligence, and reporting skills. *

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

ChurnZero

JULY 9, 2020

Customers associate those positive feelings with your brand and its equity increases. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Did they complete the intended task, or even attempt to?

Strategy 64

Strategy Marketing Case Study Effort Score 64

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

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. Try Totango for free today! .

Customer Engagement 112

Customer Engagement Customer Journeys Engagement Strategy 112

ChurnZero

DECEMBER 29, 2020

With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ChurnZero

NOVEMBER 30, 2018

To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. No worries, if you missed the webinar. Webinar Q&A Recap. First, you’ll want to figure out how do you measure risk in our business.

Customer Success 49

Customer Success How To e-support eBook 49

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. Try Totango for free today! .

Customer Engagement 87

Customer Engagement Customer Journeys Engagement Strategy 87

SurveySparrow

FEBRUARY 27, 2021

While customer attrition is a painful reality to face, it is important to understand that most customers will not remain with your business indefinitely. One such tool that can help improve customer relationships is SurveySparrow. As you may have guessed, Customer Attrition is the complement of Customer Retention.

Poor Customer Service 52

Poor Customer Service Effort Score Net Promoter Score Analysis 52

SmartKarrot

DECEMBER 5, 2022

You will take care of the daily management of the Customer Success organization, including coaching & developing the team. Execute analysis of customer health and structure measurable KPIs to drive satisfaction, adoption, retention, and product implementation and reduce churn. Apply here: [link].

Customer Success 19

Customer Success Metrics Groups Sales 19

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping the benefits of their own CS CoEs.

Customer Success 52

Customer Success Metrics Analytics Guidelines 52