SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention.

Metrics 72

Metrics Company Survey Self Service 72

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 98

Customer Success Effort Score Self Service Tools 98

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 52

Customer Success Effort Score Self Service Tools 52

SmartKarrot

DECEMBER 16, 2022

Work with a large number of internal stakeholders to resolve customer issues/escalations. Own the resolution process ensuring you exceed customer expectations. Build programs to create a world-class tech touch program of engaging customers programmatically.

Customer Success 19

Customer Success Self Service Effort Score Customers 19

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

SurveySensum

SEPTEMBER 26, 2023

Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints. In the competitive world of SaaS, the battle for customer retention and product adoption can be fierce. Your SaaS feedback platform acts as a bridge, connecting you directly to the voices of your customers.

Strategy 52

Strategy Management User Experience Measurement 52

ChurnZero

MAY 17, 2019

Research has shown that the trend towards connecting Customer Success to revenue is growing ever stronger, but there is still much to be done. To delve more into this idea, earlier this week we partnered with the Customer Success Association to bring you a webinar on the topic of – The Case for Billable Customer Success.

Customer Success 64

Customer Success ROI Sales Groups 64

Solvvy

AUGUST 31, 2022

This assures customers that they’re heard and that you care about improving their experiences. It can help you understand and meet that customer’s expectations, increase their satisfaction, and improve customer retention and customer lifetime value (LTV). Improve Customer Experience.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

Alliance by IFS

MAY 28, 2019

What sets the field service industry’s best-in-class companies apart from the rest? A recent Aberdeen study found best-in-class organizations report: 55% greater customer retention. To see more results from the Aberdeen study, watch a special on-demand webinar here. 16x year-over-year (YoY) revenue growth.

Company 17

Company Management Self Service Study 17

Alliance by IFS

DECEMBER 13, 2019

This may include remote access to searchable knowledge bases, customer preferences, asset histories, repair guides, and more. Completing the build and optimize step also entails creating new value for customers. What Does IoT Powered Service Look Like in Practice?

Self Service 13

Self Service Software Knowledge Base Analytics 13

Gainsight

SEPTEMBER 6, 2022

This is called product-led growth and it can be a highly efficient, repeatable method of growing business by offering a self-service free trial and driving adoption through customer use of the product. Third, grow through community and customer advocacy—make sure your customers love and, in turn, evangelize your product.

Self Service 10

Self Service Customer Success Roadmap Sales 10

NobelBiz

OCTOBER 24, 2023

Self-service web portal for issue resolution. Social media engagement for customer feedback. Loyalty program enrollment for customer retention. This valuable insight allows them to tailor their marketing, sales, and service strategies to better meet customer demands. What is a Customer Journey Map?

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

CSM Magazine

OCTOBER 16, 2020

It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. Clients who recommend your services to others make the best ad. You can also add self-service tools.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

ChurnZero

APRIL 12, 2019

And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g. These teams are responsible for the tactical realization of value for the customer.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ClearAction

JULY 11, 2023

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! 3) Stop Making Customer Service a Revenue Center! Asking a frustrated customer to buy is inappropriate in most cases. You can skip any weeks to rely on the self-paced version.

Customer Service 48

Customer Service Self Service Leadership Touchpoint 48

Totango

AUGUST 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. Videos and webinars provide excellent tools for demonstrating product usage through screenshots.

Tips 106

Tips How To Customer Journeys Net Promoter Score 106

Pointillist

NOVEMBER 11, 2019

Source: Call Centre Helper webinar: Improving First Contact Resolution At first glance, it seems that a system-based approach would produce accurate results. To resolve this late fee, the customers reach out to the bank. A retail bank uses Pointillist to track contact resolution across service channels.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

ChurnZero

JANUARY 3, 2020

Providing solid self-help resources is an important part of creating an effective customer success team. A survey commissioned by Nuance Enterprise found that 67% of respondents prefer to use self-service rather than call a company on the phone. Ingmar Zahorsky is ChartMogul’s VP of Customer Success.

Customer Success 64

Customer Success Self Service Metrics Customer Retention 64

ChurnZero

SEPTEMBER 30, 2021

Emilia D’Anzica, founder of Growth Molecules, joined us for a webinar to dive into the highly sought-after role of Customer Success Operations. In the webinar, we tackle these issues head on and answer CS leaders’ most common questions including: What is CS Operations and what is it actually responsible for? Q&A Recap.

Customer Success 52

Customer Success How To Effort Score Sales 52

Pointillist

AUGUST 18, 2021

Another one that I would tell my clients to focus on—and in fact have learned recently that a lot of VC investors are asking entrepreneurs to focus on—is customer retention rate. Great, you can bring on all these customers because you have some sparkling marketing, but are you actually keeping them?

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Tricia Morris

JUNE 26, 2015

But according to the same report, after a positive customer experience, 69% of consumers would recommend the company to others and 50% would use the business more frequently. A Bain & Company report shows that a 5% increase in customer retention can increase profits by 25% to 95%.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

Thematic

MARCH 29, 2020

That is, they need to be convinced that what you are sharing with them will not only help the company and the customer, but that the insights will allow them to do their job more successfully. Tip: Our webinar “Proving the ROI of CX ” has 5 keys for turning insights into action and influencing stakeholders. DIY / Self Service.

Feedback 111

Feedback How To Analysis e-support 111

Solvvy

SEPTEMBER 17, 2022

Podcast and webinar recordings. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. A good customer service knowledge base: Meets Customer Expectations for Self-Service. How to Build a Customer Service Knowledge Base.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62