Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. For example, a health score or usage drop from an escalation may hold more urgency than a recent low NPS rating. Can they co-exist?

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. At Blackbaud, an example is we sell outcomes right at the point of sale.

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

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. Upcoming Webinar.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Below are three examples worth sharing.

Customer retention 49

Customer retention Management Analytics Metrics 49

Education Services Group

JANUARY 25, 2023

I think what we’re missing, a lot of us if we really boil it down, I think the thesis of my answers to your questions in this webinar is, AI is very good and it’s because it’s a computer. Watch the recording of this webinar to catch up on the full conversation! appeared first on ESG.

Finance 52

Finance Sales Morale SaaS 52

Education Services Group

JUNE 22, 2022

Speaker: Joanel Bernardo, VP of Customer Success at Sunstone Partners. In this month’s Customer Success Unlocked webinar, Joanel Bernardo joined Marley Wagner and Peter Armaly to share her insights and advice for leaders who sit at the apex of Customer Success and Private Equity. .

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Engineering Personalization Best practices Customer retention 52

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. Learn more about the role of customer success in your organization in this webinar.

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First call resolution Best practices Upselling Education 70

Education Services Group

DECEMBER 14, 2022

Watch the recording of this webinar to catch up on the full conversation! The post Webinar Q&A Recap: Dark Matter Data and AI-Driven Innovation: the Future is Here appeared first on ESG. It absolutely is possible. If it is making emails at scale, videos at scale, writing or pulling together information.

Engineering 52

Engineering B2B Technology Enterprise 52

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

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Customer advocacy CRM Accountability Marketing 52

Education Services Group

JULY 21, 2022

We also offer, for example, a managed services component, so once it’s installed, we actually manage and own the network on behalf of the customer so, it’s that handoff between [the two]. Watch the recording of this webinar to catch up on the full conversation!

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Journey mapping Chief Customer Officer SaaS Management 52

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! So, for example, if you ask a question like “how much value does Nuffsaid add to your business?” Watch the recording of this webinar to catch up on the full conversation!

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Feedback Sales SaaS Marketing 52

Totango

JULY 22, 2022

You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. .

Metrics 101

Metrics Best practices Customer retention Enterprise 101

Nicereply

MAY 16, 2023

It’s the first step in building trust and loyalty, and it’s a key driver of customer satisfaction and retention. In fact, companies with a strong onboarding process can improve customer retention by 50%. Not only can it help increase revenue, but it can also deepen the relationship with your customers.

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Upselling Feedback Best practices Personalization 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Communication resources should be easily accessible to customers, but not pushy.

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SaaS Journey mapping B2B Feedback 106

CustomerSuccessBox

JUNE 21, 2022

For example, the ICP (ideal customer profile) should be in harmony with the entire organization. So, getting in sync with the marketing team is essential to create personas that present your customers accurately. Also, this way they get to know customers and their pain points better. Use Data for Personalization.

Education 52

Education Customer retention Sales B2B 52

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

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Customer Support Education Customer retention Feedback 90

CSM Magazine

FEBRUARY 22, 2022

Host webinars. As a result of the pandemic, webinars became the newest way of informing users, and this trend will likely continue in 2022 and beyond. You can use webinars to inform your clients about new features in your product, new services, or upcoming events. For example, don’t include too many visuals or links.

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Brand ambassadors Education Sales Marketing 52

Totango

AUGUST 12, 2020

The rise in SaaS and subscription business models with low upfront costs and regular renewal windows means customers can make emotional and rapid decisions to leave an agreement with little consequence. Train Your Customers. Keep Customers Engaged. Train Your Customer. Or, get started with best practices for free today.

SaaS 87

SaaS Upselling Enterprise Best practices 87

Totango

SEPTEMBER 1, 2020

Each example, however, carries the potential to be part of an overall trend. Renewal Is a Product of the Customer Experience. If the decision to renew is linked to the customer experience, then you can predict churn by accurately following and working to improve that experience. Ensure Customers See Value.

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Enterprise Construction Customer retention Metrics 104

Amity

MARCH 20, 2016

My best experiences have been with people who listened to what I needed, educated me on the possible solutions, and offered solutions that best matched my requirements. Here’s a good example of the above scenario: I recently replaced my front door. It is about following best practices: Be a Strategic Partner.

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Best practices Education Customer retention Metrics 60

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

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Gamification Marketing Metrics Sales 98

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

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Customer Experience Management Customer advocacy Best practices 45

Totango

JULY 8, 2021

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. To use customer health score effectively, create scoring systems and profiles specific to each phase of your customer’s journey and each type of customer.

Upselling 65

Upselling Accountability Customer retention Metrics 65

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” Customer success is the core of businesses today.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

inSided

OCTOBER 2, 2019

That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) I know what you are thinking, what has self-service got to do with increasing customer retention? Take B2B software company, Infoland's Community for example.

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Self service B2B SaaS Gamification 67

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand.

B2B 116

B2B Journey mapping SaaS Engineering 116

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. But that really didn’t work.

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Journey mapping Accountability Marketing Metrics 111

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? If you have the ability to give a survey out to a large number of people (for example, a large team of clients using your enterprise software) it’s a clever strategy to ask just one or two questions to each person (randomly chosen from a longer list).

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B2B Surveys Customer centricity Construction 73

inmoment

MAY 7, 2020

Though every organization needs a customer experience (CX) solution tailored to its own industry, challenges, and strengths, there are several fundamental traits that all successful CX programs share. . For example, open-ended survey questions and media upload opportunities are just a few ways to help make this happen.

Customer Experience 52

Customer Experience Feedback Upselling Customer retention 52

ProProfs Blog

SEPTEMBER 13, 2019

So, the question that arises is: How to reduce churn and improve retention with SaaS customer service? To answer it in this article, we’re going to look at: What is SaaS Customer Support? What are the best practices for SaaS customer support teams? What are the most essential SaaS customer service metrics?

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SaaS Customer Service Customer Support Best practices 83

ChurnZero

JUNE 12, 2020

You can apply the same math based on a team of 4, 10, or +20 Customer Success Managers. Oracle’s GVP of Customer Success & Renewals Catherine Blackmore shares best practices from their Senior Director of Customer Success Operations Mitchell Flinn in her article The Operations of Customer Success.

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SaaS Metrics Customer retention Analytics 80

ChurnZero

APRIL 24, 2020

If you missed the webinar, you can watch it on-demand. Speaker: Sarah Dunn, Federal Customer Success Team Lead, Quorum. Q: I’m curious why the customer journey begins before they’re even a customer. Would you suggest having three separate customer journeys or commit to just one? Q&A Recap.

Journey mapping 72

Journey mapping Sales Best practices Metrics 72

Education Services Group

JUNE 4, 2019

Events like this create an environment where best practices can be shared — people are passionate about solving the same problems and your existing customers have a platform to tell others how helpful you’ve been. Take advantage of those messaging abilities when it comes to managing the customer lifecycle.

Marketing 53

Marketing Best practices Upselling Feedback 53

Amity

FEBRUARY 2, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. March 21-22 - Customer Success Summit. • Webinars.

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SaaS Education Customer retention Sales 80

SmartKarrot

APRIL 15, 2022

Onboard new clients (post-sales) deliver best practice client training and ensure strong levels of client satisfaction. Challenge the customers on how they operate, share examples of other customers and best practice. Be responsible for customer retention. Apply here: [link].

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Best practices Employee engagement Accountability Metrics 19