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 92

SaaS Customer retention Best practices Telecommunications 92

Education Services Group

MAY 12, 2022

My ankle hurts…and I definitely shouldn’t have had that pizza for lunch. This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. Stop thinking about NPS as a metric. Missed last week’s installment of Rants of a Customer Success Analyst?

Metrics 52

Metrics Surveys First call resolution Customer effort 52

NobelBiz

APRIL 3, 2023

How to Implement Effective Call Center Quality Management Call Center Management Best Practices What is Call Center Quality Management? QM is crucial for businesses that want to provide exceptional customer service, as it ensures that customers get the help they need and that agents perform at their best.

Quality management 52

Quality management Call Center Management Calibration 52

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Consumers will eventually worry more about the quality you offer them.

Call Center 345

Call Center Contact Center Finance Consulting 345

JustCall

MARCH 13, 2023

Historically, it has been seen that companies that achieve a high FCR rate tend to have better customer satisfaction rates and higher customer retention rates. By resolving issues on first contact, companies save time and resources that would have been spent on additional interactions with the customer.

First call resolution 40

First call resolution Self service Metrics Benchmark 40

Education Services Group

JULY 1, 2022

The importance of taking the time to level-set and define the three letter acronyms and metrics that are critical to meeting your business objectives. The role that empathy can play in helping deliver value to our customers. Some of the unattainable attributes and measures we waste time chasing in Customer Success.

Best practices 52

Best practices Metrics Analytics Accountability 52

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

delighted

AUGUST 10, 2022

Customer churn, also called customer attrition, occurs when a consumer chooses to stop utilizing your product or service. Ultimately, for one reason or another, they’ve decided that they no longer want to be your customer. What is customer churn rate? You’re not taking the time to understand your customer journey.

Journey mapping 85

Journey mapping Feedback Surveys Customer retention 85

JustCall

AUGUST 1, 2021

A text survey helps companies and businesses to gather customer feedback that leads to further design of customer service processes. Working on your minus points improves customer retention, lowers customer churn, and increases the chance of referrals. Why are Customer Satisfaction Surveys so Important?

Surveys 98

Surveys Real estate Feedback Customer retention 98

ClientSuccess

JUNE 13, 2017

For instance, one pair might measure churn as well as retention, which are opposite but complementary measurements. Let’s get started: Calculation 1: Customer Retention Rate vs. Customer Churn Rate. Customer Retention Rate (CRR). Definition: The percentage of customers retained over a given period of time.

SaaS 43

SaaS Metrics Customer retention Upselling 43

Totango

NOVEMBER 5, 2021

Did you ever face any difficulties in matching resources (people and budget) with the stuff noted on the customer journey map? TC : Yes, definitely. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. What’s an auto QBR?

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

aircall

AUGUST 5, 2022

Above all, this increases your conversion rate and customer retention (which is even more important in this economy). . To get the latest industry best practices, we tapped experts at Teamleader and Aircall to give you an exclusive glimpse behind the scenes. . 6 Ways to Optimize Lead-Nurturing and Follow-Up.

Sales 62

Sales SaaS Marketing Personalization 62

Global Response

DECEMBER 21, 2022

All of this has a direct impact on the bottom line: 89% of customers said a positive customer service experience “makes them more likely to make another purchase.” Increasing customer retention rates by even 5% can increase profits by anywhere from 25% – 95%. Of course—it’s never too late!

Call Center 62

Call Center Outbound sales Feedback Best practices 62

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

Education Services Group

OCTOBER 15, 2020

Finally, a metric that tackles and mathematically pins down the complexity of actual product usage! CSMs can implement these best practices at a company level with a shared goal of better serving the customer – in addition to offering data-driven decision making and customer-centric understanding – for overall business success.

Best practices 105

Best practices industry standards Customer centricity Sales 105

ChurnZero

AUGUST 25, 2021

Not only that, but it’s easy to understand, and it’s a metric that can be shared easily with frontline employees. Chief officers of your company can take a look at the NPS as a key metric to answer the question, “What is the health of our organization?” Customer Success Around the Web. Leadership. Products & Engineering.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

Amity

JULY 13, 2016

Organizations need to focus around the entire experience of the customer. And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Subscribe here. Subscribe here.

SaaS 81

SaaS Best practices industry standards Consulting 81

Totango

AUGUST 18, 2022

Customer onboarding progress may be monitored through key performance indicators (KPIs) that reflect successfully completing onboarding steps. Tracking this metric can help your customer success team identify when individual customers need help completing onboarding. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

NOVEMBER 5, 2021

Did you ever face any difficulties in matching resources (people and budget) with the stuff noted on the customer journey map? TC : Yes, definitely. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. What’s an auto QBR?

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

ChurnZero

AUGUST 24, 2018

The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. SaaS metrics the CFO and CS leader both need to know. • The total financial impact of customer retention.

Finance 61

Finance SaaS Education Customer retention 61

Education Services Group

OCTOBER 21, 2021

While a CS CoE shares many similarities with a CS Operations team, its differentiator is that it acts as a sort of umbrella organization over all customer delivery teams to collect best practices and processes, iterate upon them to near-perfection, and then roll them out organization-wide.

Metrics 52

Metrics Best practices Analytics Enterprise 52

NobelBiz

MARCH 12, 2024

How Unified CXM Differs from Traditional CXM Let’s explore how Unified Customer Experience Management (Unified CXM) differs from traditional approaches, focusing on three key aspects: Unified CXM Traditional CXM Definition Aims to provide a consistently great customer experience across various channels and touch points.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Totango

JULY 21, 2020

Customer retention is the primary function of your Customer Success team, so now is the time to ensure your team has the tools and support they need to continue delivering value to your customers. Revisit Your Customers’ Goals. The current downturn makes it vital that you work to defend your core revenue.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

Education Services Group

APRIL 23, 2019

We all know that product adoption is important, but the actual metrics you should be keeping an eye on are often neglected. Onboarding is a planned, structured process, so it’s tempting to hand off the product to the customer and assume they can take the wheel from there, but customers often need more help to get up and running.

Metrics 72

Metrics Education Surveys Accountability 72

ChurnZero

JUNE 17, 2022

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. Onboarding metrics serve two main purposes. Customer cohorts set your metric baselines.

Metrics 98

Metrics SaaS Surveys Self service 98

ClientSuccess

DECEMBER 20, 2018

Article: 3 Customer Success Compensation Models. Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. Customer Retention Rate/Customer Churn Rate.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

SmartKarrot

SEPTEMBER 25, 2020

If you are in the field of customer success for quite some time, you would have known the definition of it by heart by now. It is a business strategy through which you ensure that the customer is able to reach their goals by using your product. Take for example, net promoter score, adoption rate, retention rate, etc.

Best practices 9

Best practices SaaS Metrics Surveys 9

Totango

NOVEMBER 5, 2021

Did you ever face any difficulties in matching resources (people and budget) with the stuff noted on the customer journey map? TC : Yes, definitely. TC : Right now, we don’t differentiate based on at what point they renew, but I think it’s definitely something that we’re considering doing moving forward. What’s an auto QBR?

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

CustomerSuccessBox

JANUARY 2, 2022

Customer’s intention behind purchasing the product. What does the customer care about? Some of the business goals that the customer wants to achieve. Apart from best practices, what other value-added services that you can offer? Understand your customer’s objectives better than the customer itself.

SaaS 52

SaaS Metrics Accountability Upselling 52

Amity

JULY 13, 2016

Organizations need to focus around the entire experience of the customer. And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Organizations need to focus around the entire experience of the customer. And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Organizations need to focus around the entire experience of the customer. And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Organizations need to focus around the entire experience of the customer. And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Education Services Group

JULY 20, 2021

Some concerns around customers feeling like they are being spammed. Britt Layman (BL): Depending on what you’re automating, and who else internally is emailing the customer, it can definitely start going the way of spammy if you don’t have a good handle on an outreach schedule. The other thing is what you’re sending.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Education Services Group

MAY 27, 2022

The Metrics Matrix. A couple weeks back, I introduced the VoC Metrics Matrix. To prove that point, I want to show you how you can use the concept of a metrics matrix to assess your current state. For each cohort of customers in this matrix, there are specific actions that can be taken. Make it robust or keep it simple.

Metrics 52

Metrics Accountability Feedback SaaS 52

Education Services Group

APRIL 27, 2022

I’m not going to waste time trying to document how to correctly (mathematically) calculate all the three letter acronyms—but feel free to check out our Customer Success Definitions, Calculations, and Lingo…Oh My! Instead, I want to do some level setting on some specific metrics and flaws I see in the industry. The Resolution.

Metrics 98

Metrics Surveys SaaS CRM 98

Education Services Group

JUNE 22, 2020

Healthy customers are enthusiastic users who value your company, have incorporated your product into their everyday workflows, and therefore have a low level of churn risk. Justin Garlock (JG) : “Step one is definitely understanding the business. This can be challenging because some are clear and concise, simplified metrics.

Metrics 52

Metrics Construction Engineering Analytics 52