Quiq

JULY 7, 2022

Share This Story Customer churn rate is a scary metric. Left unchecked, it’s a silent business killer. But that doesn’t mean other types of businesses should ignore it. Repeat customers are important to any business—which is why understanding churn is critical. What is customer churn? 10 ÷ 100 x 100 = 10%.

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Surveys Customer retention industry standards Benchmark 75

ChurnZero

DECEMBER 29, 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. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Some of us slowed down.

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CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most.

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SaaS Customer centricity Accountability Education 98

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity? A huge part of how customer success collects intel and feedback from customers is by talking with them.

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Metrics Consulting Consulting Best practices 98

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. Here’s how-.

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Management Upselling SaaS Accountability 52

ProProfs Blog

SEPTEMBER 13, 2019

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support. As you can see, delivering the perfect saas customer support experiences is directly correlated with your churn and retention.

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SaaS Customer Service Customer Support Best practices 83

CSM Practice

MAY 21, 2021

In a rapidly evolving yet tight-staffed Saas startup, Customer Success is often overlooked as a growth driver. Most Saas startups focus on customer attraction and acquisition, forgetting that taking care of existing customers and ensuring retention is equally important.

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CustomerSuccessBox

FEBRUARY 28, 2022

However, what has changed more radically is the way the technology is purchased and adopted by a customer. There are no longer significant upfront commitments but rather are made up of lower-cost subscriptions and value-added services. Undoubtedly, this change has crept into the Customer Success world as well.

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Upselling Customer advocacy SaaS Education 52

Nicereply

APRIL 6, 2021

Ever wondered how you can get to lead an entire customer support department as a Head of Support? While there’s no single path to get to the top, there’s one common thread: to be promoted to the Head of Support position you should focus on the customer, on your team, and deepen the skills that relate to the business side of things.

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Technical Support SaaS Coaching Consulting 95

aircall

MARCH 17, 2017

It’s important to know that on average it’s cheaper and easier to retain existing customers than to acquire new ones. An increasing number of top executives are refocusing their efforts on toward customer retention. Let’s break down customer churn as well as what to do about it. How to Measure Customer Churn.

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Big data Customer retention SaaS Feedback 48

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

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Customer retention Feedback Surveys Metrics 125

ClientSuccess

JANUARY 16, 2018

For innovative customer success leaders, preventing customer churn while increasing retention, revenue, and renewals is already top of mind. There are a myriad of ways to leverage your customer success team to decrease customer churn and help combat the negative costs associated with attrition. Let’s explore: 1.

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SaaS Marketing Metrics Sales 40

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe.

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SmartKarrot

MAY 28, 2020

In general, SaaS customer retention rates define the percentage of customers your company has retained for a given period. For instance, for companies offer SaaS products or services, customer retention is important since it affects directly the business profitability. What is SaaS Retention Strategy? .

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Customer retention SaaS Upselling Analytics 10

SmartKarrot

JUNE 30, 2021

Businesses and product creators need to know how the product works and is adopted by customers. Businesses and product creators need to know how the product works and is adopted by customers. Customer onboarding Training Engagement Product experience. Why Product Adoption is Critical for SaaS Success?

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SaaS Upselling Metrics Advertising 10

LiveChat

APRIL 20, 2016

Churn rate is one of the defining metrics for any subscription-based business. Keeping an eye on your churn is the easiest way to check if your customers are happy with what they are getting. Even though it’s not the only tool that will help you monitor your business, it’s one of the more reliable ones.

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Metrics B2C Accountability B2B 50

SmartKarrot

APRIL 18, 2023

“When the customer comes first, the customer will last.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings.

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SmartKarrot

JUNE 23, 2020

SaaS businesses, more than any other, is dependent on the customer. When companies discovered this and User Interface (UI) and Customer Experience (CX) overtook other measures of SaaS success, the way business is done shifted from market oriented one to a product led one. Enter the SaaS dragon – data.

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