CustomerSuccessBox

DECEMBER 4, 2018

That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. You may believe that if the customer does not have any problem, the customer will renew the contract.

Best practices 40

Best practices Customer retention SaaS Metrics 40

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

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. Revenue Churn Rate.

Customer retention 65

Customer retention Metrics Upselling Best practices 65

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Get a 360-Degree View of Your Customers . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. Professional services and training.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement.

Management 84

Management Best practices Journey mapping Metrics 84

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84

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.

Management 105

Management Best practices Upselling Accountability 105

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 90

Management Upselling Coaching Best practices 90

PeopleMetrics

APRIL 15, 2016

In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences. Customer Experience Best Practices: Remember Context. Examples include getting driving directions, checking account balances, or confirming that actor was in that movie I saw. Want more best practices?

Best practices 88

Best practices Customer Experience Wireless Feedback 88

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Ensuring that employees can be a part of managing their schedule has big benefits. Improved Efficiency Getting your staffing levels right and creating a balanced workload across all of your customer service channels is crucial.

Self service 85

Self service Management Coaching Contact Center 85

NobelBiz

APRIL 3, 2023

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Totango

MAY 17, 2021

Systematically tracking these KPIs positions you to proactively manage and improve engagement. Here we’ll cover what product engagement is, why you need to manage it, how to measure it and how to automate engagement tracking and management. Product engagement refers to how and how often customers use your products.

Management 62

Management Upselling Metrics Accountability 62

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. I crave to immerse myself in my customers’ stories. Simplify reporting so I can quickly focus on my accounts.

Best practices 52

Best practices Finance Upselling Customer retention 52

SmartKarrot

MAY 15, 2023

Key Account Management (KAM) is the art of strategically managing and nurturing these vital accounts, unlocking their full potential and driving long-term growth. Get ready to dive into a world of knowledge and unlock the secrets to mastering the art of Key Account Management ! Amazon Link 2.

Accountability 10

Accountability Management Best practices Customer retention 10

SmartKarrot

JUNE 4, 2020

Looking for some useful SaaS account management tips? As an account manager, you play a significant role in enhancing the growth of a company. Even an average amount of revenue will benefit you in the implementation of an account manager. Begin with identifying account risks.

Best practices 10

Best practices SaaS Accountability Management 10

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ChurnZero

SEPTEMBER 8, 2022

Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! Customer retention .

Education 98

Education Benchmark Customer retention Metrics 98

ClientSuccess

FEBRUARY 8, 2023

It’s an important question to answer, as it can make all the difference in customer retention and long-term success. In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

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 91

SaaS Customer retention Best practices Telecommunications 91

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.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. Three of the most important steps you can take are: Engaging in informed customer communication.

Best practices 94

Best practices Customer retention Metrics Accountability 94

CustomerSuccessBox

JUNE 18, 2021

Customer Onboarding- How to prevent drop offs. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . Who should manage customer onboarding in a SaaS company? or how tech-savvy are your customers? Customer Success Manager.

SaaS 52

SaaS B2B Customer retention Upselling 52

Totango

FEBRUARY 11, 2022

Relationships with B2B customers tend to be more challenging to manage successfully due to complex requirements, a greater number of stakeholders, and organizational interdependencies. Why Take B2B Customer Experience Seriously? Deliver Satisfying B2B Customer Experience to Increase Customer Retention.

B2B 107

B2B Customer Experience B2C SaaS 107

Totango

DECEMBER 16, 2020

Out-of-the-box templates automate the process of defining measurable customer goals, establishing key performance indicators, promoting best practices and tracking performance. AI supports customer success management by helping you align trends in your customer data with outcomes desired by your customers.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

SmartKarrot

MAY 27, 2020

Has your mind been pondering around these questions like – ‘What skills are the top account management companies looking for’? Are they even looking for account managers to hire? Let’s see how you can benefit from the best account manager training available online. But, today’s your day.

Accountability 10

Accountability Management Best practices Customer retention 10

Toister Performance Solutions

MAY 11, 2023

I was working for a parking management company when I received a call from the CEO with an urgent request to deliver customer service training at one of our locations. The hotel's general manager had complained about poor customer service and threatened to cancel the parking contract if performance didn't improve within 30 days.

Customer Service 87

Customer Service Surveys Best practices Customer retention 87

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Totango

JUNE 25, 2021

Escalation processes can determine whether a customer renews or churns. This makes your escalation management strategy a key to effective customer retention. We’ll start with a review of what customer escalation is and where it fits into your customer’s journey. What Is a Customer Escalation?

Customer Experience 62

Customer Experience Best practices Wait times Chatbots 62

CustomerSuccessBox

AUGUST 10, 2021

And this is where customer health score come into the picture. At every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. And Companies, where CSMs manage less than 60 accounts or less.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. This shows the tangible, bottom-line benefits of listening to your customers. These groupings, referred to as “Topics”, can be managed and edited by your organization.

Surveys 83

Surveys Feedback Banking Best practices 83

CSM Practice

DECEMBER 19, 2021

Best practices for building a CS tech stack. Answer the following questions and you’d naturally find the best practice that suits your business. . You have a large number of customers. Managing their needs, dedicated CSMs, CRM platform, CS platform, Support tool, Billing platform, community, etc. .

CRM 98

CRM Brand ambassadors Best practices SaaS 98

Education Services Group

AUGUST 17, 2021

Drop a new CSM into an open spot on your team and they’ll be reacting to customer needs as well as they can. Educate that same CSM with deeper understanding of Customer Success and best practices and they’ll be a proactive, efficiency generating maniac! CSM backgrounds may vary.

Education 98

Education Best practices Employee engagement Management 98

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. Ask for feedback – and take this into account. .

Best practices 65

Best practices Metrics Feedback SaaS 65

Totango

SEPTEMBER 13, 2022

We’ll show you how to create a customer success playbook customized for your business. What Is a Customer Success Playbook? Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success. Optimize customer onboarding.

SaaS 86

SaaS Upselling Best practices Customer retention 86

CustomerSuccessBox

NOVEMBER 2, 2021

finding customer acquisition channels that are highly scalable, repeatable, and profitable. . The y-axis shows the average revenue per account (ARPA) per year. In the x-axis you can see how many customers you need, for a given ARPA, to get to $100 million in annual revenues. To manage them, you need different champions.

SaaS 52

SaaS Customer retention Enterprise Accountability 52