Totango

JANUARY 15, 2019

While it’s no doubt a thrill to pursue and persuade a new customer to work with your enterprise, for software and subscription-based businesses, the real value lies in customer retention. But your customer retention strategies should be based on long-term thinking. 2 Understand Your KPIs.

Customer retention 75

Customer retention Customer centricity Enterprise CRM 75

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

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Enterprise 85

Enterprise CRM Sales Customer retention 85

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. Retaining those customers will require efficient, high-value communication between you and your customers.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. On the contrary, customer success is proactive and aims to anticipate and solve problems before customers reach out.

Education 59

Education Accountability Customer retention Journey mapping 59

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. What Service Level Metrics Are Most Relevant to Your Business Now? What should your outsourcer – and you – be measuring beyond those standard metrics?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Totango

FEBRUARY 28, 2020

These actions are the way we personalize our service to meet the demands of our customers. Building a comprehensive strategy around this idea of informed intervention requires a commitment to: Following customer behavior. Analyzing customer success metrics. Anticipating customer need . Nurturing customer growth.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Performance metrics for evaluating and optimizing plan implementation. The first step is to identify the key stakeholders for a given account and their roles. Determine who the stakeholders are for specific accounts. Legal advisors.

Management 84

Management Best practices Journey mapping Metrics 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 91

SaaS Customer retention Best practices Telecommunications 91

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. When product adoption is low, these same metrics will reflect low usage.

Best practices 94

Best practices Customer retention Metrics Accountability 94

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

MAY 17, 2021

Product engagement can be considered globally with respect to how often customers use a product in general or on a granular level with respect to how frequently clients use specific features. It can also be considered in terms of account activity. You can use a number of metrics to measure product engagement. Product adoption.

Management 62

Management Upselling Metrics Accountability 62

Totango

MAY 8, 2020

Analyzing patterns in past instances of churn improves your team’s ability to identify at-risk customers ahead of time and then take appropriate proactive action, which is critical to improving retention. Ultimately, a SaaS churn analysis helps ensure enterprise stability. The Value of Churn Analysis During a Crisis.

SaaS 77

SaaS Enterprise Customer retention Metrics 77

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 to Enterprise Goals. Connect Metrics.

Marketing 98

Marketing Strategic Value Metrics Enterprise 98

CSM Practice

MAY 28, 2020

Some Customer Success Manager salaries may be undeserved for the work given. A fixed amount is paid with a variable component based on individual Customer Success Manager performance. Incremental and easy to measure targets that are directly related to revenue are set to incentivize Customer Success Manager to exceed their goals.

Best practices 126

Best practices Management SaaS Metrics 126

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter. Customer Effort Score (CES).

Customer retention 63

Customer retention Metrics Surveys Customer effort 63

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.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

APRIL 26, 2021

Ultimately, this SuccessBLOC consistently increases customer engagement, nurtures relationships, and improves customer retention. Download Campaign Metrics for Targeted Users. appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. ‍ Register now.

Scripts 62

Scripts APIs Customer retention Enterprise 62

TeamSupport

OCTOBER 8, 2020

TeamSupport maintains our diligence when it comes to taking a holistic view of the customer, with every one of our product, support, and success team members understanding the product and having the same dedication to serving our customers. Our solution is the vital communication line between them and their customers.

B2C 59

B2C B2B Enterprise CRM 59

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. It involves forecasting revenue, adjusting sales targets and realigning internal processes by analyzing sales metrics.

Analytics 52

Analytics Sales CRM Metrics 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.” Tim is a young leader specializing in Digital Transformation, Innovation, Strategy, and Customer Experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

SEPTEMBER 24, 2020

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges. The goal is to get them to first value by educating your customer on your product.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

Totango

AUGUST 18, 2022

By extension, the term is used in SaaS to describe the steps in orienting a new customer on how to start using your software product. Client onboarding procedures typically cover steps such as: Welcoming new customers. Assigning account managers. Activating accounts. Guiding customers through how to use basic features.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Enterprise 63

Enterprise Accountability Customer centricity Education 63

Totango

JULY 15, 2022

All SuccessBLOCs also include an editable Scorecard that gives you instant visibility and insights into how well your accounts are performing. The Detect Risk scorecard includes several pre-built metrics including: The number of accounts at risk. At-risk customers by CSM. Total revenue at risk. Percent of revenue at risk.

Accountability 84

Accountability Enterprise Metrics Marketing 84

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Feedback 77

Feedback Best practices Customer retention Enterprise 77

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Encourage cross-functional collaboration to deliver seamless customer experiences.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

SmartKarrot

JANUARY 20, 2021

Unlike traditional business models, SaaS has seen the rise of new kinds of metrics that help measure the pulse of this business. These metrics include Annual Recurring Revenue (ARR), Customer Lifetime Value (CLV), Customer Acquisition Cost (CAC) and Churn. Customer retention doesn’t just come naturally.

Customer retention 11

Customer retention SaaS Education Customer centricity 11

Totango

DECEMBER 21, 2021

For example, if a customer started using a particular feature and suddenly quit, this may indicate they need some tutorial help. When usage lapses for a set length of time or otherwise falls below a given target metric, this can trigger the check-in message. Check-ins for Customers with Low NPS or CSAT Scores.

Management 105

Management Best practices Upselling Accountability 105

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Larger Organizations and Enterprises (CX teams of 10 to 20 people) Typically, a large organization’s customer experience department has a complex structure and is a significant part of the company.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Totango

SEPTEMBER 13, 2022

Set well-defined goals leading to desired outcomes for each stage of your customer journey. Track metrics measuring customer success. Automate best practices that promote better customer experiences. Optimize customer onboarding. Promote customer engagement. Limit churn for a lower churn rate.

SaaS 86

SaaS Upselling Best practices Customer retention 86

Totango

FEBRUARY 4, 2020

What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? What is Customer-Centric Growth? Customer-centric growth puts customers at the heart of your business strategy. 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

CSM Practice

APRIL 13, 2021

As a customer success manager, you have to connect with your customer over their triumphs and frustrations to develop a long-term relationship. Customer success managers often encounter obstacles and pressure in retaining and keeping numerous accounts. Challenges. A Day in a life of a CSM.

Management 52

Management Customer retention Upselling Accountability 52

ProProfs Blog

JUNE 26, 2020

Let’s explore the customer support terminology list. An agent can be a part of the support or sales team who receives service tickets and is responsible for resolving customer requests quickly. Account Administrator. It can be placed anywhere on a website to increase sales, profit, customer satisfaction, and confidence.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Totango

OCTOBER 22, 2020

The type of submitted ticket is the most telling sign that an account might be inching towards an escalated state —a critical support ticket is an obvious sign that there is friction between the customer and the product, and it should be addressed as such. . The escalation stage the customer is at: . Is the customer at risk? .

Management 64

Management Morale Enterprise Accountability 64