Totango

SEPTEMBER 6, 2022

A review typically includes a discussion of how well you’ve been meeting your customer’s goals since your last QBR and what new objectives and strategies your customer wants to pursue in the future. Key performance indicators play a crucial role in assessing current value and setting future goals and benchmarks.

SaaS 106

SaaS Technical Support Benchmark Accountability 106

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

SaaS 96

SaaS Feedback Surveys B2B 96

ChurnZero

OCTOBER 22, 2020

When it comes to customer retention, there’s business-altering revenue at risk. The role of Customer Success in keeping SaaS companies alive is too substantial to wing it by relying on a homegrown solution that accounts for a fraction of an outsourced product’s functionality. There’s also the competitive aspect to weigh.

CRM 59

CRM Customer retention Technology Best practices 59

Netomi

JANUARY 5, 2022

Bill is an award-winning speaker, blogger, and writer in the areas of customer service for front-line associates and leadership for managers. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Kate serves Application Development & Delivery Professionals.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Cincom

MAY 3, 2024

For example, quotes with custom configurations and incentives based on purchase history prompt faster sales conversions. Or, renewal notices with policyholder-specific cost/benefit analysis promote customer retention. This presents a holistic view of all current communications fed by integrated data sources.

Enterprise 40

Enterprise CRM APIs Customer retention 40