CustomerSuccessBox

DECEMBER 4, 2018

That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. You may believe that if the customer does not have any problem, the customer will renew the contract.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

Optimove

OCTOBER 12, 2023

The success of the company relies heavily on its customers’ commitment to healthier lifestyles. The quest for a global customer retention solution The task at hand was to seamlessly integrate a global customer retention platform that could enhance Kilo Health’s ability to retain customers.

Customer Retention 52

Customer Retention Customer Centricity CRM Roadmap 52

CustomerSuccessBox

JULY 8, 2020

Customer Retention is key. We had Jay Nathan , Founding & Managing Partner, Customer Imperative and Andrew Marks , Founder, President and COO, SuccessHacker speak to Puneet Kataria , Founder & CEO, CustomerSuccessBox about the role of customer success in driving SaaS businesses during a lockdown.

Customer Retention 52

Customer Retention Consulting Competitive Advantage Customer Success 52

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. These outcomes can include increased customer retention, higher customer lifetime value, and improved brand reputation.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

DCX

SEPTEMBER 29, 2024

This week, I've got a fascinating mix of topics that reflect the dynamic landscape of customer experience and technology today. The New Frontier in Strategic Decision-Making Digital twin technology, powered by generative AI, is revolutionizing how companies make strategic decisions and enhance customer experiences.

e-support 59

e-support Customer Centricity Apparel Leadership 59

Experience Investigators by 360Connext

AUGUST 22, 2023

That’s why being intentional about customer experience means we have to look at behavior and actions, not just what customers tell us. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

DCX

SEPTEMBER 29, 2024

This week, I've got a fascinating mix of topics that reflect the dynamic landscape of customer experience and technology today. The New Frontier in Strategic Decision-Making Digital twin technology, powered by generative AI, is revolutionizing how companies make strategic decisions and enhance customer experiences.

e-support 52

e-support Customer Centricity Apparel Leadership 52

delighted

APRIL 7, 2020

Examples would be email promotions, sales presentations, and social media marketing. Find out more about how Patch uses Delighted to improve user flows, refine messaging, and make tough decisions about the product roadmap in this case study. Proactively improve your customer experience. John, President of Patch.

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

CustomerSuccessBox

JUNE 21, 2022

Most often, what happens is that too much of the customer information is not shared or lost during the hand-off process. Instead of interviewing the customer again to understand key customer requirements, their desired outcomes, business values, etc., it’s better to have the onboarding team present before the sales cycle ends.

Strategy 52

Strategy Customer Retention Video Sales 52

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. Focus more on your own people and teams.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

JUNE 22, 2021

But meanwhile, we have at-risk customers who are ready and willing to defect to competitors when the right opportunity presents itself. Who are your at-risk customers? Before you can develop a strategy around at-risk customers, you first need to identify them. Seek feedback when a customer leaves.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

delighted

APRIL 7, 2020

Examples would be email promotions, sales presentations, and social media marketing. Find out more about how Patch uses Delighted to improve user flows, refine messaging, and make tough decisions about the product roadmap in this case study. Proactively improve your customer experience. John, President of Patch.

Customer Retention 43

Customer Retention Customer Experience How To Guidelines 43

ChurnZero

SEPTEMBER 20, 2019

Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. Or in some cases if it’s just more of timing and hard to get them, we actually would create a separate meeting that we could walk through the roadmaps with them.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Optimove

NOVEMBER 7, 2019

I want to invest my time in making it a solution that works not only for me but also for my colleagues who use it,” said the Customer Retention Manager of a huge undergarments vendor. Furthermore, timing it around the middle of Q4 allows us to incorporate feedback into next year’s roadmap. Interactivity is Key.

Conference 64

Conference Roadmap CRM Customer Retention 64

SurveySparrow

JUNE 20, 2023

What is a Customer Experience Dashboard Imagine having all the critical information about your customers at your fingertips, presented in a visually appealing and user-friendly way. That’s precisely what a Customer Experience Dashboard is. Excited to know what a CX Dashboard gives?

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. This delightful experience, my friend, is what we call customer experience (CX). This is how they boost customer loyalty by creating a sense of value and incentivizing repeat visits. They take their customer retention strategy a step further.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Gainsight

MAY 13, 2020

Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn. Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base. What is ‘The Build Trap’?

Roadmap 59

Roadmap ROI NPS Customer Success 59

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Company Feedback 96

Education Services Group

MAY 28, 2021

Be sure to tap each one to get a full picture of the customer’s larger objectives and how to prioritize each one. By doing this work upfront, the CSM will have the information they need to build a roadmap for what success looks like from the customer’s point of view. Conversations, not presentations.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Totango

DECEMBER 3, 2020

By maintaining loyal customers, you can increase customer value and put clients on the road toward brand advocacy. Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential. Scale Customer Engagement .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CustomerSuccessBox

APRIL 26, 2021

So I present to you FAIR , post mortem of a churned account. Many times they would have been telling us their problems, either customers were too soft in mentioning that, or we were too distracted that we could never capture the importance of it. Identified improvement areas and blind spots need to be converted to actions.

Analysis 52

Analysis How To Roadmap Customer Success 52

Magellan Solutions

OCTOBER 23, 2023

Inbound Telemarketing: Strategies for Success Inbound telemarketing is a powerful business tool to attract, nurture, and convert customer inquiries. This section provides a roadmap to successful inbound telemarketing. It ensures customers can carry on with their banking activities with little disruption. Look at this example.

Customer Centricity 52

Customer Centricity Effort Score Customer Satisfaction Loyalty 52

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. For example, analyzing Voice of the Customer data by segment can reveal insights like where a specific segment will most likely add items to their cart.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Education Services Group

OCTOBER 26, 2022

Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership.

Tips 52

Tips Roadmap Meeting Customer Success 52

Gainsight

OCTOBER 17, 2019

Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. I sat down with Ajay Agarwal , Partner at Bain Capital Ventures, and he put it very well: “The way Product is talked about in the boardroom today reminds me a lot of how customers were talked about ten years ago.

Metrics 45

Metrics Meeting NPS Effort Score 45

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? Phase 1: Customer-Feature Impact Analysis.

Roadmap 59

Roadmap Customer Success Customer Centricity Feedback 59

Think Customers

MAY 13, 2020

Leaders who can orchestrate digital tools into roadmaps and strategies can take the lead. While brands generally understood the importance of digital adoption for the future, the pandemic made it an urgent priority for the present. 2: Embrace change and charge.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

SmartKarrot

AUGUST 12, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Jama Software As a Director of Customer Success, you will deliver industry-leading customer retention and renewal rates. Provide quantitative/qualitative analysis to inform team decision-making and product roadmap.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Thematic

MAY 19, 2022

implement is a Voice of the Customer (VOC) program for the product team. Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps - so that the product team can focus on creating products and improvements customers truly want and need.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

SmartKarrot

OCTOBER 10, 2022

Build meaningful and strong relationships with Diagnostic Robotics’ customers that result in long term and enterprise wide partnerships including the selling of new product capabilities. Manage complex, cross functional customer implementations for new product deployments. Present in-person and web demo training sessions.

Customer Success 19

Customer Success Roadmap Healthcare Conference 19

Gainsight

JUNE 11, 2021

Start the kick-off asking the customer to commit resources and time. Why Customer Value Management Solidifies Customer Retention and Ensures Upsell with Sterling Cottam, Senior Director of Customer Value Realization at DecisionLink. No One Cares About Your Go-Live presented by Jonathan Corrie, CEO at Precursive.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SmartKarrot

AUGUST 17, 2022

Collaborate closely with Senior CSMs and the Sales team to establish and build relationships with new and existing customers. Manage customer relationships with the goal of increasing customer retention, ensuring renewals, and driving product expansion. Grow GB’s overall revenue and margin.

Customer Success 19

Customer Success Roadmap Conference Customer Centricity 19

ChurnZero

JANUARY 10, 2020

Heather will be responsible for leading the global customer success and services strategy to ensure alignment with corporate goals and initiatives. This will require her to drive cross functional initiatives and develop a roadmap to strategically engage, retain, and scale positive customer experiences. Register today!

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

Gainsight

OCTOBER 22, 2018

Aptrinsic is a product-led growth solution that delivers powerful analytics and in-product engagements used to increase adoption, retention, and expansion in B2B companies. The software enables digital products to increase trial conversions and accelerate return on product investments to help drive customer retention.

Roadmap 40

Roadmap Analytics Customer Success Financial 40

CCO Council

NOVEMBER 2, 2017

I've created a comprehensive digital assessment that benchmarks against the world's leading companies in six critical dimensions and gives you a prioritized roadmap going forward. I've partnered with Bob Taylor, former CCO of Samsung SDS and present CDO of from.digital, a digital transformation agency to bring this to you.

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45