Gainsight

JANUARY 4, 2021

Customer Success Team Management. Retention, Renewal, and Upsell Strategies. Churn and Risk Management. Managing Customer Relationships. Customer Success Team Management. Changing the Wheels on a Moving Car: 4 Keys to Managing CSM Transitions. Retention, Renewal, and Upsell Strategies.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Subscription or license renewal.

Customer Success 105

Customer Success Management Net Promoter Score Effort Score 105

Gainsight

MARCH 7, 2024

However, traditional methods of scorecard creation and optimization often fall short, leading to missed opportunities and unforeseen churns. Scorecard Optimizer represents a significant leap forward in the management and utilization of customer health scores.

Analysis 52

Analysis Video ROI Measurement 52

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Then, we’ll look at the pros and cons of contract renewal automation.

Customer Retention 93

Customer Retention Tools Software Financial 93

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. Net revenue retention defined.

Metrics 98

Metrics Customer Retention Course Customer Success 98

ChurnZero

FEBRUARY 14, 2023

There are two broadly accepted ways to calculate this number: Annual recurring revenue ( ARR ) is the sum total of contracts that renew on a yearly basis; and Monthly recurring revenue ( MRR ) is the sum total of contracts that renew on a monthly basis. Available to renew (ATR). It can also be calculated as churn by revenue.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

Customer Retention 89

Customer Retention e-support Analysis Customers 89

Totango

JANUARY 22, 2024

Retention is the new acquisition. This is the moment for CS to rise to the occasion by focusing on securing retention and driving expansion, continuously working with customer results in mind, using adoption and feedback to drive advocacy, and embracing integration across the enterprise.

Customer Success 94

Customer Success Consulting Customers Leadership 94

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

CSM Practice

JUNE 6, 2020

Renewal Rate, what does that exactly mean? However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. What is Renewal Rate?

Metrics 89

Metrics Measurement Customer Success Trends 89

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Customer Success 118

Customer Success Management Guidelines Customers 118

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 85

Innovation Video CRM Customer Success 85

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. Who owns customer renewals? We defined customer renewals as measured by gross revenue retention (GRR). said account management; 17.7% said sales; 8.9%

Sales 52

Sales Customer Success Management Study 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. Who owns customer renewals? We defined customer renewals as measured by gross revenue retention (GRR). said account management; 17.7% said sales; 8.9%

Sales 52

Sales Customer Success Management Study 52

BirdEye

APRIL 17, 2023

The customer can choose an evergreen plan that auto-renews each time indefinitely unless the customer explicitly cancels it. Customers can also select termed plans requiring renewal after a certain period. The customer chooses the duration and frequency of the offer with an option to renew or cancel at any time.

Customer Retention 98

Customer Retention Consumers Strategy Tips 98

Totango

SEPTEMBER 20, 2022

This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. Customer Enablement vs. Sales Enablement.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. The result is your customer retention rate. Revenue Churn Rate.

Customer Retention 65

Customer Retention Metrics Effort Score Net Promoter Score 65

CustomerSuccessBox

JUNE 18, 2021

Who should manage customer onboarding in a SaaS company? How can the right onboarding process increase the renewal rate? Having the right onboarding process surely changes several things for your company including the renewal rate. Learn why customer onboarding is the key to increasing LTV and reducing customer churn in SaaS.

Resources 52

Resources Customer Retention B2B Customer Success 52

Seaton CX

JANUARY 4, 2024

When we treat customer support as a cost center rather than an investment in customer retention, we set in motion a long chain of consequences that ends in customer churn and lost revenue. In my work with B2B SaaS companies, I’ve found “dissatisfaction with service and support” is one major driver of customer churn.

B2B 52

B2B Case Study Airlines Roadmap 52

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. These customers run a higher risk of becoming disengaged and churning. In terms of your customer journey , product adoption is the stage in your customer life cycle that follows onboarding and sets the stage for renewal. Following up.

How To 94

How To Training Customer Retention Metrics 94

Retently

MAY 2, 2023

While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth. The onboarding phase is critical for customer retention, with a poor experience being one of the leading reasons for customer churn.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Gainsight

OCTOBER 19, 2023

Customer Success Has Matured—And Is Growing A whopping 98% of companies are maintaining or increasing their investment in CS, and we’re seeing that the important role of CS Operations is becoming more common in companies with more than 20 Customer Success Managers (CSMs). Dig into the report to learn more. At first glance, this makes sense.

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

ChurnZero

MARCH 18, 2022

Q: In your version of logo retention rate, how would you treat customers on contracts that allow early opt out? A [Dave]: I would note in the footnotes that some people have opt outs, but personally they were not available to renew. The ability to escape is not the same thing as being up for renewal. You drop a product.

Metrics 98

Metrics Course Customer Success NPS 98

ChurnZero

JANUARY 6, 2022

Whether Customer Success should own the renewal and/or expansion is a debated, and nuanced, topic in SaaS. Here at ChurnZero, we’re huge advocates of Customer Success owning the renewal, and when conducive to the business, expansion as well. Customer Churn Rate. Renewal Rate. Gross Revenue Retention (GRR).

Metrics 98

Metrics Customer Success Customer Journeys How To 98

NobelBiz

NOVEMBER 13, 2023

Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate. According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. This is the life of the customer.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

CustomerSuccessBox

OCTOBER 19, 2021

The key activity that is important to good execution of customer success is the renewal process obviously. And this goes without saying that whether it is the customer success team that’s managing it or another part of your organization, it is very critical. Renewals are critical in support of LTV. Decline in GRR.

Customer Success 52

Customer Success Customer Retention Metrics Customers 52

Totango

JUNE 3, 2022

While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Keeping in touch with your clients is the best way to minimize churn, but it can take considerable time if you do it manually. Sincerely, [CS Manager Name]. Customer check-ins.

Customer Success 108

Customer Success Feedback Meeting Knowledge Base 108

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Toolkit: Churn Management Toolkit. The post Ready to Boost Customer Retention?

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

ChurnZero

MARCH 9, 2021

This spotlight features, Rachel Gurman , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. . Don’t Manage Customer Churn.

Meeting 85

Meeting Exercises ROI Customer Retention 85

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. Measuring and boosting retention rates.

Measurement 69

Measurement Customer Retention eBook Resources 69

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 7. Gross Renewal Rate. 8. Net Revenue Retention Rate.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. 82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management How To Effort Score Customer Success 52

Totango

JANUARY 23, 2020

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Think of churn like a risk that can be negotiated like any other. . Why Churn Matters.

Strategy 105

Strategy Management B2B ROI 105

ChurnZero

MARCH 5, 2021

Have you ever bemoaned this common refrain after a customer unexpectedly churns? But still, when presented with the opportunity to leave, your customer just up and churns on you. For example, when a customer comes up for renewal, you may ask, “Would you like to renew early?” Don’t Manage Customer Churn.

Customer Success 98

Customer Success Effort Score Customers Survey 98

CustomerSuccessBox

APRIL 7, 2022

The golden metric to look at is Net Dollar Retention. You know in a business churns don’t leave you behind? You know in a business churns don’t leave you behind? The churn is taken care of when the onboarding success is on track. The benchmark of Net Retention Rate. How will net dollar retention grow?

Customer Success 98

Customer Success Metrics Customers Tools 98

Gainsight

MARCH 15, 2022

For product managers and leaders, the right KPIs can burst open the floodgates to product growth. Product management KPIs inform decisions, help prove how well your efforts are paying off, and secure buy-in from across all parts of the business. How Product Management KPIs Drive Product-Led Growth. Customer Retention Rate (CRR).

Measurement 52

Measurement Management Customer Retention Metrics 52