ClientSuccess

JUNE 19, 2019

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Increasing customer retention by 5% can increase profits by 25-95%. By sequencing and prioritizing events, phone calls, special offers, handwritten notes, etc.,

Customer retention 73

Customer retention B2C Entertainment Consulting 73

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Beyond Philosophy

NOVEMBER 6, 2014

Their strategy takes into account the emotions evoked from all the senses throughout the experience. Many times an organization knows that this is important to do, but doesn’t understand that it is important to do in every department, not just the Customer-facing ones.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

OCTOBER 28, 2014

If your system dictates certain ways of doing things, your choice affects how the Customer feels about your organization. Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you ask the customer for this, they might think, “Why do they need this information?

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

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

ShepHyken

DECEMBER 14, 2018

While useful, this often does not take into account the specific risks faced by an individual organization. An incorrect email address or a missing point of contact could be the difference between ruining a customer relationship forever and rebuilding customer trust and driving retention following a breach.”.

Customer Experience 259

Customer Experience Government Coaching Customer retention 259

ChurnZero

JUNE 16, 2020

That’s what led them to bring that value online with their SaaStock Remote event last week. ChurnZero was thrilled to be able to sponsor the event as well as sit in on the sessions ourselves, which might not have been as possible if we were sponsoring and exhibiting at the event in person. Customer Success Around the Web.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

VirtualPBX

OCTOBER 11, 2023

Take into account reductions in the workforce required for phone system maintenance, troubleshooting, and administrative tasks. Calculate the potential revenue gains or customer retention benefits associated with enhanced customer service. Then weigh these up against the costs of implementation.

voip 104

voip Accountability Customer retention Technology 104

Totango

SEPTEMBER 6, 2022

Laying a foundation for customer renewal and expansion. Building QBRs into your standard operating procedures can yield significant increases in customer retention and a reduction in churn. Still, your KPI monitoring indicates that their account activity has dropped significantly below this level. What Makes a Great QBR?

SaaS 105

SaaS Technical Support Benchmark Accountability 105

ChurnZero

MAY 25, 2023

Even if CS doesn’t “own” renewals or expansions in your organization, having a command of the numbers is still important: just because you aren’t held directly responsible for collecting a signed contract does not mean you are not held indirectly accountable for customer retention. Downsell forecast.

Upselling 97

Upselling Metrics Surveys Accountability 97

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

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. While points and discounts are great, think outside the box.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

Anexa BPO

NOVEMBER 10, 2023

However, savvy marketers will tell you that customer-centric strategies are critical to customer-led growth, which has a direct impact on sales and customer retention. Do your research to understand what could have possibly impacted customer perceptions and sentiment so you can tie them to specific changes.

Metrics 52

Metrics Business Process Outsourcing Benchmark Customer centricity 52

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. What is a Customer Engagement Strategy? This makes customer retention critical. Real-time views of customer health.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Totango

DECEMBER 21, 2021

Milestone Messaging as a Customer Success Manager Automation Strategy. Effective customer success automation relies on the strategic use of technology to communicate with customers at key points and event triggers in their customer journey. Implement Customer Success Manager Automation to Increase Retention.

Management 105

Management Best practices Upselling Accountability 105

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. The first step is to identify the key stakeholders for a given account and their roles. Determine who the stakeholders are for specific accounts. Here’s how to plan an effective stakeholder management strategy and track your performance.

Management 84

Management Best practices Journey mapping Metrics 84

Totango

JUNE 28, 2022

Our dimensional health models enable businesses to understand the health of their customers and engage accounts when their health changes. Another way Totango helps you to stay on top of customer health is through our Detect Risk SuccessBLOC.

Accountability 73

Accountability Marketing Best practices Customer retention 73

Totango

APRIL 2, 2019

Here are the five steps you must complete when charting the customer journey: Determine the stages of the customer lifecycle. Customize notifications and health scores. Target events and address milestones. Determine the Stages of the Customer Lifecycle. First, find out where each customer is within their journey.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

SmartKarrot

AUGUST 31, 2023

Image Source According to Survey Sparrow, the top five companies in the market maintain a customer retention rate of 94%. If it is any indication, the secret to a thriving business is retaining key existing customers with consistent effort. What is Key Account Management? What is a Key Account Management Playbook?

Accountability 10

Accountability Management Upselling Customer retention 10

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Why Invest in Customer Success? Increase customer-centered growth through expansions. Case Study: Zoom.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

Toister Performance Solutions

MAY 12, 2022

Companies with a strong service culture enjoy a number of advantages over their competition, including increased efficiency, customer retention, and reputation. Customer retention is another benefit. Even better, it provided a blueprint for retaining more customers that he could share with his account managers.

Customer retention 71

Customer retention Personalization Surveys Accountability 71

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

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics Upselling SaaS Accountability 52

ChurnZero

FEBRUARY 14, 2023

Customer Success metric 2: customer retention rate Customer retention rates measure a company’s ability to retain customers. That seems obvious, but here again, there is more than one way to calculate the customer retention rate including: Logo retention rate.

Metrics 94

Metrics SaaS Customer retention Construction 94

Totango

FEBRUARY 23, 2022

Customer journey mapping benefits your company by empowering your team to take conscious control of managing your customer journey. By systematically mapping the steps in your engagement with your customers, you can identify what needs to happen at each stage to promote customer retention, expansion, and brand advocacy.

SaaS 110

SaaS Journey mapping Upselling Best practices 110

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Advocate on behalf of the customer —even if it means making a sacrifice in terms of time, cost, or other resources.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

AUGUST 23, 2022

Onboarding transitions a new customer to an active user of your product by guiding them through the steps they need to start using your software. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features.

B2B 115

B2B Journey mapping SaaS Engineering 115

SmartKarrot

MAY 11, 2022

The first lesson a B2B SaaS (Software as a Service) marketer learns about account-based marketing tactics is that you cannot possibly target each customer in your niche. This is the hard truth of account-based marketing strategy. Develop and execute targeted marketing for key accounts. The answer is quite simple.

Accountability 10

Accountability Marketing B2B SaaS 10

TeleDirect

OCTOBER 20, 2021

We go the extra mile to help anyone hiring a call center, which means we account for all call center requirements, not just the must-haves on our clients’ radar. This is one of the most overlooked (and obvious) aspects of hiring a call center…make sure you take this into account! Enrollment & event registration.

Call Center 48

Call Center outsourcing Customer retention Accountability 48

SmartKarrot

OCTOBER 19, 2022

Account management is a broad field that encompasses many distinct roles and responsibilities. While the average account management salary varies significantly based on location, industry, and other factors, some general guidelines can help you determine how much you can expect to earn as an account manager.

Accountability 10

Accountability Management Healthcare Telecommunications 10

CSM Practice

MAY 22, 2022

Why is it important to design a Customer Success framework ? . The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. But, customer retention and expansion are no joking matter! There is no stability without a framework.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

1. Average Revenue Per Account (ARPA). The Average Revenue Per Account is a profitability metric that assesses your company’s revenue per customer account, usually calculated on a yearly, quarterly, or monthly basis. Average Revenue Per Customer = Total Revenue / Number of Accounts.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Integrity Solutions

DECEMBER 11, 2023

Shape Copy 78% of decision makers have taken an appointment or attended an event that came from an email or cold call. Referrals are not limited to existing customers. When done well, cold calling can lead to referrals (either within the account or elsewhere). Set goals for breaking through to the account, not just individuals.

Sales 98

Sales Accountability Coaching Marketing 98