ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. Average Handle Time (AHT) An efficiency metric, average handle time measures the amount of time it takes each agent to converse with a customer.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. It’s all in the approach and how the data is analyzed. Constant Learning Improves AI Recommendations. This is foundational to understanding causality. Aggregating. Analyzing all feedback via AI.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Spearline

JANUARY 25, 2022

According to Forrester , it costs 5 times more to acquire new customers than it does to keep an existing one. Customer churn is a fact of life for almost every organization around the world. What is customer churn? Qualitrics define customer churn as “when someone chooses to stop using your products or services.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

ProProfs Blog

JUNE 5, 2020

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

ProProfs Blog

JANUARY 9, 2020

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business. What is Customer Churn?

Customer retention 130

Customer retention Customer Support Marketing Education 130

Nicereply

DECEMBER 20, 2022

“The best way to avoid customer churn is to know your customers.”. In this post, we will look at the topic of customer churn. What is customer churn? Customer churn, also known as customer attrition , occurs when customers stop doing business with a company.

Advertising 52

Advertising SaaS Metrics Surveys 52

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

FEBRUARY 12, 2021

What is customer churn ? The answer directly relates to your success at retaining customers and maintaining revenue levels. Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? Any customers you don’t retain contribute to churn.

Customer retention 81

Customer retention Best practices Enterprise Management 81

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Best practices 95

Best practices Benchmark Education Surveys 95

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 91

Enterprise Finance SaaS Analytics 91

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. How do you accomplish that?

B2B 98

B2B Upselling Metrics Education 98

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

B2B 91

B2B CRM Enterprise Upselling 91

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? Why Automate?

Customer Service 59

Customer Service B2B Service level Personalization 59

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

Upselling 80

Upselling Chatbots Customer retention Analytics 80

HelpCrunch

JUNE 11, 2020

Is there something a business can do to reduce customer churn and increase sales? The answer is pretty obvious: to fine-tune customer support. No matter what product you have, how skilled your team is, the [ … ]. The post 12 Surefire Practices to Provide Good Customer Service appeared first on HelpCrunch blog.

Customer Service 96

Customer Service Sales Customer Support 96

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

Customer centricity 59

Customer centricity Chatbots Feedback CRM 59

CustomerSuccessBox

DECEMBER 13, 2021

Why customer success is your golden ticket to business success ”- Your business’s success is dependent on your customer’s success. For your business’s long-term growth make CS a priority and measure the changing customer dynamics time and again. Read the blog from CustomerSuccessBox. “ Interesting blog from CSM Practice.

SaaS 52

SaaS 52

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Define what customer health looks like for your business.

Metrics 94

Metrics B2B Education Accountability 94

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. Essential CX Metrics for Success 1.

Metrics 59

Metrics Customer Experience Customer retention Customer effort 59

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co.,

Customer Service 78

Customer Service Chatbots APIs Government 78

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? What Are the Benefits of Customer Engagement Strategies?

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

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.

SaaS 52

SaaS B2B Customer retention Upselling 52

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Start with: CSM Mastermind: Sharing Customer Feedback Effectively.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

CustomerSuccessBox

JUNE 7, 2021

Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. So, how many ways can we actually measure churn? So, how many ways can we actually measure churn?

SaaS 52

SaaS Customer retention Accountability Upselling 52

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. 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.

Customer retention 89

Customer retention Sales Marketing Big data 89

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

SaaS 96

SaaS Upselling Metrics Journey mapping 96

Nicereply

JANUARY 31, 2023

What if you could read the thoughts of your customers? Optimize the in-app or web experience & reduce customer churn. Determine the barriers that prevent customers from purchasing. Get feedback on specific web pages (such as pricing or blogs). With Nicereply Pop-Up surveys you can!

Surveys 52

Surveys Feedback Education Accountability 52

Education Services Group

MAY 6, 2021

In part one of this two-part series , I shared the five secondary effects of churn on your organization. I discussed the reality that churn impacts more than just your bottom line, including these very real potential consequences for your brand: 1. Negative publicity from churned users. Perception of product becoming reality.

Accountability 92

Accountability Construction SaaS Sales 92

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Optimizing customer experience with personalization.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

CustomerSuccessBox

JUNE 17, 2022

How unfortunate is it to see a subscriber canceling their recurring payment! Product analytics is the process of evaluating how your customers or users engage with your product. It, ultimately, helps customer success managers to drive product adoption among the users. How does product analytics work?

Analytics 52

Analytics SaaS Journey mapping Metrics 52

Nicereply

MARCH 28, 2022

Why do a customer service metrics health check? You want to make sure you’re tracking the right thing, and that you’re able to confidently use those metrics to improve the customer service experience. Common goals you might be working towards are: Reducing customer churn. Improving customer happiness.

Metrics 98

Metrics Customer Service Customer effort Surveys 98