ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

TeamSupport

MARCH 3, 2021

The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. Most customer support interactions today are reactive, but proactive support is on the rise. Research is a crucial part of customer retention that can help reduce turnover dramatically.

B2B 98

B2B Upselling Customer retention Customer Support 98

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Accountability 69

Accountability Metrics Customer retention Feedback 69

Education Services Group

NOVEMBER 7, 2019

The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. The Most Important Metrics to Focus On. There are hundreds of metrics that SaaS companies can track, so which ones are the most beneficial to your business?

Metrics 45

Metrics Marketing Finance Surveys 45

delighted

FEBRUARY 16, 2023

Since acquiring a new customer can cost 7x more than retaining an existing customer, focusing on long-term customer success is crucial for growing businesses. In this post, we’ll cover: What is customer success? In this case, account managers support a particular set of dedicated customers.

Customer retention 52

Customer retention Metrics Feedback Accountability 52

BlueOcean

SEPTEMBER 27, 2021

This report gives a deep dive into the revenue share of each segment of customer experience. In particular, we were interested to see that in 2020, text analytics accounted for 41% revenue share. This indicates how much companies are seeking unbiased insight into customer sentiment across comments, reviews, feedback, and more.

Customer Experience 71

Customer Experience B2B B2C Contact Center 71

JustCall

FEBRUARY 5, 2020

With 2020 opening up, the education industry is all set to witness more advancements. Be it the functions of a sales team or the support, accounting or product management, the education market has been facing the following several challenges with growth. heavy paperwork leading to errors in accounting. loss of tracks of leads.

Education 84

Education CRM Sales Accountability 84

Totango

JUNE 26, 2020

COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. Lean on Customer Data Segment Your Customers Be Proactive Communicators Be Flexible Revisit Goals and Success Points.

SaaS 93

SaaS Customer retention Best practices Telecommunications 93

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Nicereply

MAY 11, 2020

They want to make sure their customers continue shopping with them across their entire product line. Why does Apple feel so strongly about customer loyalty? . Read on to find out why the importance of customer loyalty is crucial for businesses growth in 2020. What is customer loyalty? for new customers).

Customer retention 115

Customer retention SaaS Metrics Surveys 115

ChurnZero

JUNE 12, 2020

If you replied, “Customer Success Director or above,” you’re not prioritizing your team by spending valuable leadership time on administration when it should be used to build your team’s strategy and remove obstacles in their way. Who ensures the renewal process happens for all your accounts? So, what is Customer Success Operations?

SaaS 80

SaaS Metrics Customer retention Analytics 80

CustomerSuccessBox

JUNE 18, 2021

Customer success for all customers can’t be the same and hence customer segmentation is a must in order to drive customer success. Customer Success Manager. Account Manager Vs Success Manager – What is the difference between them? What is the best way of handoff between Customer Success and Sales.

SaaS 52

SaaS B2B Customer retention Upselling 52

Hello Customer

NOVEMBER 10, 2020

E-commerce heavily accelerated in 2020 due to the pandemic. Not only did this increase the customer expectations of ordering online, but it also ramped up the competition for online sales. With digital retail moving into the spotlight, your customers are now won and lost in your online store.

Advertising 98

Advertising Feedback Metrics Surveys 98

Satrix Solutions

JULY 21, 2021

In challenging times, it feels more important than ever that Customer Success and Product are not just aligned but allied. What are one or two of your most recommended approaches for minimizing customer churn? SaaS onboarding makes or breaks your customer retention.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

ChurnZero

FEBRUARY 7, 2020

So, what’s the job outlook for Customer Success professionals? LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. In fact, Customer Success is taking the world by storm—ranking in every country they studied: #2 in Argentina . #6 6 in the U.S. #2 2 in Mexico. #6

SaaS 64

SaaS Transportation B2C Customer retention 64

Callminer

AUGUST 6, 2019

Call Accounting: Also known as call logging, these tools collect and record phone usage within a call center. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. How does AI help customer service agents? Speech/text analytics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. For example, if your firm belongs to an industry that sees ‘Business Outcomes’ as a KPI/metric, you invariably need to focus on that metric.

SaaS 52

SaaS Metrics Accountability Upselling 52

Hodusoft

JANUARY 17, 2024

By doing so, they don’t take into account the opportunities and revenue they lose by excluding languages and currencies that are outside the domain in which they work. Measuring all performance metrics is extremely critical to every contact center. Real-Time Analytics “If you can measure it, you can control it.”

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Hello Customer

NOVEMBER 10, 2020

E-commerce heavily accelerated in 2020 due to the pandemic. Not only did this increase the customer expectations of ordering online, but it also ramped up the competition for online sales. With digital retail moving into the spotlight, your customers are now won and lost in your online store.

Advertising 59

Advertising Feedback Metrics Surveys 59

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Brian Hoffman , Account Executive, ChurnZero. And that they did.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Education Services Group

JANUARY 8, 2021

In the spirit of resolutions and leaving 2020 behind (we all know how we feel about that, right?), I’ve compiled seven Customer Success goals to kick-start your CS prosperity and expansion in 2021. I will…love my customers. What metrics are most important? What commitments will you make in the new year? Just begin.

Sales 52

Sales Technology Metrics Accountability 52

JivoChat

DECEMBER 12, 2019

To help you get rid of bad habits and start the next year fresh and full of optimism, we bring you a couple of new year resolution ideas for business leaders to thrive in 2020. Improve customer satisfaction with a free live chat. How’re we going to grow without any customer traction? Aim to improve your Net Promoter Score.

Customer retention 52

Customer retention Sales Metrics Customer Support 52

SmartKarrot

NOVEMBER 2, 2020

So, who are the top customer success consultants, and what sets them apart? Let us head on to the top 20 of them that have sparkled in the year 2020. The Successful Customer Virtual Customer Learning Success Methods Knowledge Bird The Customer Initiative Springboard Solutions Interaction Metrics.

Consulting 10

Consulting Consulting Coaching SaaS 10

aircall

JUNE 16, 2021

A 2020 Zendesk survey showed that 65% of consumers want faster customer service than what was delivered five years ago. Expert knowledge of products and services is essential to getting customers the help they need. The Benefits of Providing Excellent Customer Service . Great customer service improves customer retention.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Noble Systems

JUNE 27, 2019

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Automating and queueing call backs also elevates the customer experience. They also get easy access to account information so that they can communicate with customers, and give them answers faster.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

ChurnZero

JUNE 28, 2019

Customer retention is becoming a top-of-mind KPI in boardrooms around the world, and even the smallest errors can have profound impact on your bottom line. Whether sharing a potential product application or an alternative feature use with a customer, not all of your feedback will be considered a slam dunk by your customers.

B2B 49

B2B B2C Entertainment Customer advocacy 49

ChurnZero

JULY 9, 2020

Demonstrated ROI – does the customer have proven results? Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases. Customer Tenure – have they been a customer for at least nine months to a year?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

JustCall

APRIL 13, 2020

Smooth communication with your customers – A smooth working cloud-based calling software. Proper monitoring – The right set of customer service metrics and KPIs. Prioritize Communication With Customers. Be Customer-Reachable. This leads to clear accountability. Shift to Cloud-Based Calling.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

delighted

MARCH 4, 2020

Customer Experience Management helps you create delightful experiences that people want to tell others about. It also drives positive customer testimonials and reviews that can be leveraged to improve marketing performance. More reading on the what, where, and why of Customer Experience Management: What is Customer Experience?

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

delighted

MARCH 4, 2020

Customer Experience Management helps you create delightful experiences that people want to tell others about. It also drives positive customer testimonials and reviews that can be leveraged to improve marketing performance. More reading on the what, where, and why of Customer Experience Management: What is Customer Experience?

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

LiveChat

OCTOBER 31, 2019

Additionally, welcome programs can also ask new customers to sign up for a newsletter or create an account. It is a great way for a company to let their customer base know what can be expected of them and who they are. PCI, HIPAA) to protect sensitive customer data. Leveraging automation also provides more data.

Chatbots 57

Chatbots Wait times Call Center Sales 57

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Bhavika Kochhar.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21