ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

Customer retention 52

Customer retention Gamification Education Self service 52

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. There is a 13 percentage point increase in median YoY product subscription growth rate when training is included in a Customer Success package.

Education 98

Education Benchmark Customer retention Metrics 98

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. What are the Most Important Customer Service KPIs? Customer Retention Rate.

Customer Support 102

Customer Support Customer retention Chatbots Metrics 102

ProProfs Blog

DECEMBER 12, 2019

When a business strives to improve help desk performance by incorporating various help desk tips and tricks, it creates scope for increased sales, high customer satisfaction , and enhanced customer retention. Gather the Right Metrics. And of course, use the right combination of help desk tips and tricks.

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Wait times Metrics Self service Feedback 143

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. Of course, this is natural and something we should expect from leaders. I crave to immerse myself in my customers’ stories.

Best practices 52

Best practices Finance Upselling Customer retention 52

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.

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Best practices Customer retention Metrics Enterprise 126

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. So, of course, we’re biased. The value of that improved metric plays a big role in the client’s bottom line.

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Customer Support Bilingual agents outsourcing Contact Center 124

Education Services Group

SEPTEMBER 15, 2020

It’s about gaining insight into customer engagement to understand how they’re interacting with your company. Marketers regularly rely on email metrics because that data tells them who is ready to move down the funnel, and maybe even talk to a salesperson. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Marketing Best practices Personalization 52

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. The cost of acquiring new customers becomes very high very quickly. I would say that Net Dollar Retention (NDR) is one of the most important metrics for SaaS companies.

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

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.” As a consultant, he guides clients who want to develop customer-focused cultures. Follow on LinkedIn. Magazine, Forbes, U.S.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.

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Contact Center Calibration Construction Customer centricity 211

Fonolo

SEPTEMBER 28, 2022

That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. What are customers saying?

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Scripts Surveys Interactive Voice Response Call Center 138

CustomerSuccessBox

APRIL 29, 2022

It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Plan the best SaaS Retention strategies that ensure customers stay with you for long.

SaaS 52

SaaS Customer retention Metrics B2B 52

CustomerSuccessBox

MARCH 10, 2022

So those businesses that believe to offer customer satisfaction, are likely to have loyal customers, repeat purchases, higher customer retention rates, and buyers who try newer products. Suggested Read : Responsibilities of a Customer Success Manager. Roles and responsibilities of a Client Success Manager.

Management 52

Management Customer retention SaaS Customer advocacy 52

Lumoa

FEBRUARY 2, 2023

These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. Customer experience is the line.

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Customer Experience Chatbots Surveys Journey mapping 94

Taylor Reach Group

MARCH 10, 2020

Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand. While the roles may vary widely in their level of accountability, breadth across the organization, or channels (web, store, mobile, call center, etc.), Great scores alone aren’t enough!

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Customer Experience Journey mapping Customer retention Call Center 123

ClearAction

FEBRUARY 27, 2016

As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Connect Metrics. Connect to Enterprise Goals.

Marketing 98

Marketing Strategic Value Metrics Enterprise 98

SmartKarrot

NOVEMBER 14, 2022

The decisions your business makes during the account onboarding process can be crucial for determining the future success of an account. Account onboarding can help your business address customer queries and concerns related to the value your products and services can provide them.

Accountability 10

Accountability B2B Journey mapping Construction 10

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Kirk Chewning. kirkchewning.

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Call Center Analytics First call resolution Metrics 182

Global Response

FEBRUARY 7, 2023

Customer-oriented organizations meet customers’ needs better, retain more customers and, ultimately, drive more revenue. Because customers not only want to shop with and partner with brands who are oriented towards their needs (of course, who doesn’t?), customers are coming to expect it.

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Customer centricity Customer retention Feedback Metrics 62

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Quiq

JULY 7, 2022

Share This Story Customer churn rate is a scary metric. Repeat customers are important to any business—which is why understanding churn is critical. What is customer churn? Customer churn rate (or customer attrition rate) measures how many customers you lose over a given period of time.

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Surveys Customer retention industry standards Benchmark 75

Global Response

JANUARY 9, 2023

Businesses who use a customer-focused strategy consider how each business, product or service decision will ultimately impact and help the customer. It’s customer-centric, rather than profit-centric, prioritizing brand loyalty and trust over the bottom line. This leaves customers wanting to come back for more.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

Global Response

JUNE 20, 2023

Challenges and Mitigation Strategies Of course, every outsourcing location has challenges that must be accounted for. In addition, you’ll need to account for the regulatory side of things as well as the vision and operations of your call center. Of course, it depends on the call center. What services will you need?

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Call Center outsourcing Bilingual agents Education 62

ChurnZero

AUGUST 25, 2021

Engaging with customers on this topic can also help to see if their concerns boil down exclusively to pricing or if there’s something else in play. Detractors, of course, are the ones who have given you the lowest satisfaction ratings. Customer Success & Support. Detractors. Products & Engineering.

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Journey mapping Benchmark Feedback Metrics 98

ChurnZero

MAY 31, 2019

Over the course of the past year we have featured a new churn monster each month and taken a look at a life-like scenario involving that churn monster (i.e. customer churn risk ) and how that churn monster might be successfully defeated. You are worried with your champion gone a lot of things about the account become rather unclear.

Upselling 75

Upselling Accountability Customer retention Metrics 75

CustomerSuccessBox

JULY 26, 2022

As a result, it’s critical to keep a record of feedback, both good and bad, so you can figure out what’s working, what’s causing minor inconveniences, and what’s jeopardizing your customer retention. Because these customers are a poor fit for the product and should never have been sold it.

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Feedback Metrics Customer retention Sales 52

ChurnZero

APRIL 5, 2022

As the digital world became more congested, customer expectations shifted, products became more complex, companies started growing at a rapid pace, and metrics like customer retention surpassed acquisition as the north star; Customer Success alone didn’t pack enough of a punch. Customer Success teams needed help.

Education 98

Education Customer centricity CRM Best practices 98

Global Response

MARCH 16, 2023

Explanation One of the most important elements of customer service is, of course, the service—providing solutions, explanations and answers to customer concerns and problems. For great customer service, this requires not just explaining a solution, but also knowing what to explain. Explain the solution. “I

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

Interactions

APRIL 17, 2019

Average Handling Time (AHT) was, and still is, one of the most important metrics used in contact centers. Neither of these metrics take into account the customer experience, or if the customer’s query was solved. Another metric that is traditionally used is First Call Resolution (FCR). Changing the focus.

Contact Center 54

Contact Center Average Handle Time First call resolution Metrics 54

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Pro tip : If your customer journey is mostly digital (e.g., Roles and Structure The titles and the structure you will be giving to your CX team will of course depend on the size of it, and ultimately on the size of your organization.

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Customer Experience Metrics Feedback Analytics 94

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Of course, it’s important to understand that customers can leave for any number of reasons. .

Accountability 47

Accountability Metrics Customer retention Feedback 47

SmartKarrot

MAY 27, 2020

The account manager plays a pivotal role in any business. But over the course of time, the role has evolved with the rise of Software-as-a-Service (SaaS) companies. With this evolution, the role of a SaaS account manager has not been the same as that of an account executive. Out-and-out Account Planning.

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SaaS Accountability Management Customer retention 10

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

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Of course, it’s important to understand that customers can leave for any number of reasons. .

Accountability 40

Accountability Metrics Customer retention Feedback 40