Totango

FEBRUARY 4, 2020

This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

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

Totango

SEPTEMBER 15, 2020

The following stakeholder engagement best practices are a great place to start: Build Key Relationships. The more meaningful communication you have with your customers, the better your relationship will be. High Influence, Low Expectation Stakeholders: These customers you will want to keep satisfied.

Best practices 70

Best practices Personalization Customer retention Enterprise 70

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. That’s really the best.

Customer retention 49

Customer retention Management Analytics Metrics 49

Totango

FEBRUARY 4, 2020

This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it? What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

Customer centricity 62

Customer centricity Best practices Upselling Enterprise 62

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement.

Management 85

Management Journey mapping Best practices Metrics 85

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer retention 63

Customer retention B2B Enterprise Best practices 63

Hello Customer

JUNE 16, 2022

Before taking action to optimiz e your customer experience, the first step should be obvious: what is the state of your CX now ? To evaluate your current CX, you’ll need to capture data that lets you measure relevant customer experience metrics such as NPS, CSAT, or CES with a voice of the customer program. In a nutshell.

Best practices 52

Best practices Customer Experience Feedback Surveys 52

ShepHyken

FEBRUARY 25, 2024

That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe. My Comment: When customers talk, their friends, family, and work colleagues listen. Creating customers who will advocate and evangelize your brand can be your best marketing.

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Metrics 52

Metrics SaaS Customer retention Upselling 52

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue. This information is a cornerstone to personalize interactions and improve the customer experience.

CRM 52

CRM Contact Center Metrics Benchmark 52

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

PeopleMetrics

MAY 30, 2015

If we took the time to strip down key performance metrics like Net Promoter Scores and customer satisfaction, we’d end up with our basic ability to help customers achieve their goals. Because if we’re not helpful, then customers will look elsewhere. Keep up the good fight. It's worth the effort. We'd be happy to talk.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

CSM Magazine

MARCH 27, 2024

Learn about the best practices and strategies that will help you retain your user base. How to keep your players Customer Retention is a set of activities to retain customers within a product or to ensure repeat sales. Customer delight. Customer relationship management.

Customer retention 52

Customer retention Advertising Best practices Metrics 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

JustCall

MARCH 14, 2023

Measure Performance Use metrics such as customer satisfaction, response time, and first-contact resolution to measure the performance of your staff. Setting and Achieving Improve Customer Experience Goals Improving customer experience is an ongoing process that requires a clear strategy, measurable goals, and consistent effort.

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. Jim Iyoob, Chief Customer Officer at Etech Global Services. Brad Cleveland is a global expert in customer strategy and managemen t. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

FEBRUARY 9, 2024

That’s why it is important to understand and track both gross retention and net retention. Distinguishing between these two metrics can provide insight into the health and success of your company, so let’s take a deeper look into what each metric is, how to calculate them, and how to apply them. What is gross retention?

Upselling 109

Upselling Metrics Enterprise Best practices 109

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? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What were the main challenges you found when implementing a digital strategy? .

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

Education Services Group

SEPTEMBER 15, 2020

It’s about gaining insight into customer engagement to understand how they’re interacting with your company. Marketers regularly rely on email metrics because that data tells them who is ready to move down the funnel, and maybe even talk to a salesperson. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Marketing Best practices Personalization 52

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone. Conclusion on CSAT .

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Totango

JANUARY 23, 2020

Churn is usually a result of the customer experience—and you can improve the customer experience in your everyday customer success efforts. Before we dive into key churn management strategies, it is important to understand the impact of customer turnover and principal reasons why customers leave. .

Enterprise 106

Enterprise B2B Management Best practices 106

Education Services Group

MAY 12, 2022

Despite my lack of strength or stamina, I always loved the idea of dodgeball—it was the first time in gym class where I felt my mind could outperform my physical capabilities with strategy, tactic, and a little bit of whit. 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

Totango

SEPTEMBER 20, 2022

Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. What Is Customer Enablement In Business?

B2B 83

B2B SaaS Education Brand ambassadors 83

Totango

OCTOBER 22, 2019

To retain customers long-term , you’re going to need a clear strategy. Here are some ways to create a customer journey strategy that will help you foster lasting customer relationships. How to Make a Customer Success Strategy that Demonstrates the Value of Your Product. Best practices: .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

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? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What were the main challenges you found when implementing a digital strategy? .

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

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. Be Flexible.

SaaS 92

SaaS Customer retention Best practices Telecommunications 92

Education Services Group

JANUARY 18, 2022

Customer Success charters are expanding to cover more revenue-related activities, but CS leaders can do more to validate their influence on their company’s overall revenue growth. These are all important metrics to keep in mind as you choose the best KPIs to showcase the results of your CS team’s efforts. Your NRR would be 110%.

Metrics 52

Metrics Upselling Analytics Sales 52

Education Services Group

OCTOBER 31, 2023

With that framing, I’ve compiled what I imagine is a pretty typical wish list from the point of view of a CSM: A Customer Success Manager’s Wish List: What Fuels My Success Customer Information: Enriched Insights : Empower me with rich customer data, from contact info to personas, renewal dates, contract specifics, and updated customer notes.

Best practices 52

Best practices Finance Upselling Customer retention 52

ClientSuccess

DECEMBER 20, 2018

While end-of-year planning is the perfect place to rethink game plans and ensure your strategy is in line with your company’s corporate goals , it’s also a time of opportunity and forward-thinking. Here are five customer success strategy stack pillars that will help take your customer success to world-class standards.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

Totango

JULY 6, 2021

These components, which correlate closely with customer engagement and satisfaction , can be quantified by assigning key performance indicators to them. This makes customer loyalty a metric as well as a concept. Why Is Measuring Customer Loyalty Important? How Do You Measure Customer Loyalty?

Best practices 111

Best practices Metrics Surveys Customer retention 111

Global Response

MARCH 13, 2024

Omnichannel support: CX outsourcing companies provide integrated support across digital and traditional channels, ensuring a consistent and cohesive customer experience. Customer retention and loyalty programs : Outsourcing providers design and manage customer retention strategies to increase customer loyalty and reduce churn.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

SaaS 59

SaaS Metrics Accountability industry standards 59

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.

First call resolution 70

First call resolution Best practices Upselling Education 70

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