ChurnZero

MAY 15, 2020

Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn. The data in this article is sourced from SaaS businesses across 20 industries that use ChurnZero.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Use your customer journey map to plan events that trigger customized offers. Ask for Customer Feedback.

B2C 62

B2C Upselling Journey mapping B2B 62

NobelBiz

FEBRUARY 15, 2023

And more important, Cloud Application Services (SaaS) spending went from 146,326 Millions U.S. Each communication channel has its own unique sequence of events, including receipt, discovery/questioning, answer generation, objection handling, synthesis, and conclusion. This is a greater growth rate than the 18.8% predicted for 2022.

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

aircall

MARCH 27, 2017

These milestones might look like a variation of the following: The x-axis of the customer journey map represents the benchmarks the customer successively reaches. This journey begins right before a prospective customer becomes aware of your brand and goes beyond the point of purchase. Identify customer touchpoints.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Q&A Recap.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

SmartKarrot

SEPTEMBER 25, 2020

68% of customers leave because they believe the business does not care about them. Keeping your customers happy is all about making them feel special and show that you care. Read on to know in detail about customer appreciation day, events, and effective ideas that can put a smile on their face. Source: Oracle.

SaaS 8

SaaS Customer retention Benchmark Feedback 8

SmartKarrot

NOVEMBER 6, 2020

Hence, leading indicators are useful in any SaaS business aspiring towards operational excellence. These indicators are usually measured when the events have already occurred. Customer satisfaction score is another leading indicator that tells about the level of customer satisfaction with your company. Revenue growth.

SaaS 8

SaaS Metrics Benchmark Upselling 8

SmartKarrot

AUGUST 5, 2022

In a nutshell, a playbook functions as a script for various scenarios that may arise throughout a customer’s lifecycle and which your CSM should be able to handle. It can be used for event-based or time-bound scenarios (such as three months before a renewal) (e.g., when a customer says they intend to cancel).

Scripts 10

Scripts Accountability Benchmark B2B 10

Netomi

JANUARY 5, 2022

As the Managing Partner, he consulted for leading global companies, served as a keynote speaker at top industry events, researched customer experience trends, and authored Customer Experience Matters – one of the most popular blogs on customer experience. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JANUARY 26, 2021

Never forget that it’s a value-add for your customers to work with someone with visibility into similar companies working toward the same goals. Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. . . The Customer Success Battle Plan.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClientSuccess

JULY 16, 2021

But, if you don’t have a Customer Success Platform right now, that’s ok, consider using a BI platform like Tableau or Domo.or, just consider starting simple by building your Health Score in Excel, which can still be very powerful and helpful for you. The ability to do this quickly should increase customer retention.

Construction 52

Construction Metrics Customer retention Surveys 52

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. Are Your Customer Success Stories Being Heard? Exploring the Top 5 Benefits of Customer Success. • Blog Posts.

SaaS 80

SaaS Education Customer retention Sales 80