InMoment XI

JULY 4, 2022

The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). Customer experience strategist Simon Fraser has developed a list of four tools, tips, and techniques to help do just that! 4 Keys to an ROI-Focused CX Program. 1: C-Suite Buy-In.

ROI 493

ROI Return on Investment Social Media Survey 493

Education Services Group

MAY 3, 2022

Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. GitLab’s David Sakamoto and BigCommerce’s Neal McCoy joined us to share their respective journeys toward developing accurate, predictive customer health scores and actionable tips for how you can do the same. Q&A Recap.

Customer Success 52

Customer Success Course System Tips 52

SurveySensum

JANUARY 26, 2024

From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Address common concerns and provide solutions through blog posts, FAQs, and webinars. Offer webinars or workshops to deepen their understanding and facilitate decision-making.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

ClientSuccess

AUGUST 17, 2022

But, the longer a customer is in a partnership with an organization, the more likely they will get to know your team, product, and company and build a loyal relationship. . Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

Education Services Group

MAY 25, 2022

Having co-founded the massively popular CS community, Gain Grow Retain, and as Higher Logic’s Chief Customer Officer, Jay Nathan has a wealth of knowledge about Customer Communities and how to successfully launch (or revamp) them. We asked him to join us for this month’s webinar to discuss exactly how to do that. .

Chief Customer Officer 52

Chief Customer Officer Multi-Channel Knowledge Base Engagement 52

ChurnZero

APRIL 5, 2019

Here are just a few of our favorite tips that we wanted to share with the larger Customer Success community. Keep reading to get expert tips and advice on the following topics: Customer Success Performance Management (Goals and KPIs). Hiring and Scaling a Customer Success Team. Tips brought to you by:?

Tips 40

Tips Customer Success Customer Centricity Leadership 40

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

Resources 52

Resources Customer Retention B2B Customer Success 52

Feedbackly

MARCH 1, 2024

Emotional Experience for Customer Retention The global economic conditions are not so favorable at present, as there’s a decline in aggregate demand across many industries. Through this correlation, you will be able to gain valuable insights about emotions that drive sales and emotions that lead to high customer churn rates.

Trends 59

Trends Metrics Policies Brands 59

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. 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.

Communication 126

Communication Strategy Metrics Customer Retention 126

ChurnZero

MAY 23, 2019

5 Tips for Dealing with An Angry Customer (The Right Way!). I t’ s any customer-facing team’s worst nightmare – an angry customer. No matter the business, a frustrated customer creates a difficult situation for your team. Are you wondering how to transform a shaky customer encounter into positive resolution?

Tips 40

Tips Net Promoter Score Customer Journeys Effort Score 40

CSM Practice

JULY 6, 2020

Customize your content so that it is informative, responsive to current landscapes, specific to customer needs, and highlight how your solution solves them. Webinar Marketing. Virtual events are great ways to bring together key leaders, discuss challenges, and demonstrate that customers can purchase additional features.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

Customize your content so that it is informative, responsive to current landscapes, specific to customer needs, and highlight how your solution solves them. Webinar Marketing. Virtual events are great ways to bring together key leaders, discuss challenges, and demonstrate that customers can purchase additional features.

Company 71

Company Strategy Tips Customer Success 71

ClientSuccess

JUNE 22, 2022

When customer relationships are built on these strong foundational tenants, long-term relationships – aka customer retention – are at the heart of any customer lifecycle. Building customer loyalty doesn’t happen overnight, which is why we have the resources and tools you need to succeed. Want to learn more?

Loyalty 52

Loyalty eBook Customer relationships Customer Retention 52

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

Customer Experience Management 40

Customer Experience Management Tips Customer Experience Management 40

Joe Rawlinson

JANUARY 31, 2018

Moreover, potential buyers are on the lookout for informative blog posts, as these resources tend to be trusted, information-rich sources of content, which can include anything from problem-solving tips to how-tos. Conduct Webinars to Answer Questions in Real Time. Take a lesson out of the Tirebuyer playbook.

Consumers 83

Consumers Tools Brands Marketing 83

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

Gainsight

DECEMBER 15, 2023

Check out new ebook, How to Speak CFO: Real-World Tips for Communicating the ROI of CS the Budget Hawks of Your Business To dig deeper into this topic, Remco de Vries, VP, Global Demand Generation, Gainsight, recently sat down with Rav Dhaliwal, Investor, Board Member, Venture & Limited Partner at Crane Ventures.

Tips 52

Tips Leadership Sales Training 52

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

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. You can retain more customers by staying top of mind.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

SmartKarrot

FEBRUARY 15, 2022

You need to retain customers, and the best way to do that is with winning customer success strategies. A key aspect of customer retention and customer success is ensuring you get customer loyalty. Customer marketing is vital to enhance customer experience. Pain Points of Paid Customers.

Customer Success 10

Customer Success How To Customers Video 10

ClientSuccess

JANUARY 10, 2020

For many, onboarding is the first introduction end-users will have to a new product and to the customer success team. By implementing these best practice account management tips, your team can leverage the onboarding process to ensure long-term customer retention. .

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

For many, onboarding is the first introduction end-users will have to a new product and to the customer success team. By implementing these best practice account management tips, your team can leverage the onboarding process to ensure long-term customer retention. .

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. 1: Customer Retention Rate. Your sales team will tell you: getting new customers can be difficult. Tip: Struggling with improving your customer retention?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ClientSuccess

NOVEMBER 15, 2022

This means going beyond the typical customer service script and getting to know your customers on a personal level. Here are five customer retention strategies that will help you succeed: 1. Understand Your Customers’ Goals and KPIs. eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 74

Customer Success Culture eBook Social Media 74

ChurnZero

JANUARY 22, 2021

If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

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

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

Customer Success 73

Customer Success B2B Tips Consulting 73

ChurnZero

SEPTEMBER 14, 2018

INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Check out our top ten Customer Success takeaways from INBOUND 2018. Satisfaction: ensure customer SUCCESS! Upcoming Webinar. We have you covered.

Customer Success 66

Customer Success Customer Retention Conference B2B 66

TechSee

JUNE 16, 2022

In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Upcoming Webinar.

Customer Success 61

Customer Success NPS Customer Retention Financial 61

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

JUNE 12, 2020

Instead you’ll need to optimize your processes to reduce inefficiencies and costs through Customer Success Operations—your fuel for productivity, scalability, and long-term business value. To learn more about how Customer Success Operations drives transformative change to internal processes, watch this webinar presented by Jason Conrad. .

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. 72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

ChurnZero

OCTOBER 19, 2018

If you are responsible for customer success or customer retention at your company, you have monsters in your closet. These churn monsters take big bites out of your customer base, which can be very scary. Churn Monster #1 – Disengaged Customer. Churn Monster #2 – Cash-Strapped Customer. Fight Customer Churn!

Tips 49

Tips Customers Sales Customer Success 49

ChurnZero

SEPTEMBER 7, 2018

This recent growth in Customer Success also means increased demand and competition for hiring CSMs. To start, here’s some tips for writing the perfect Customer Success Manager job description. And there you have it – the makings of a stellar Customer Success Manager job description. Upcoming Webinar.

Customer Success 45

Customer Success Management NPS Tips 45

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? Some tips for survey construction: Make surveys clear and concise. Upcoming Webinar. How Customer Success Can Catalyze Customer-Centric Change. Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

B2B 73

B2B Survey Net Promoter Score Effort Score 73