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

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

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Increase customer retention, lower churn.

Education 98

Education Benchmark Customer retention Metrics 98

ClientSuccess

JANUARY 10, 2020

First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . A best practice is to take bits of both of these tactics and combine them. . For many, onboarding is the first introduction end-users will have to a new product and to the customer success team.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. . A best practice is to take bits of both of these tactics and combine them. . For many, onboarding is the first introduction end-users will have to a new product and to the customer success team.

Best practices 64

Best practices Metrics Feedback SaaS 64

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Yea, I can answer that.

Finance 61

Finance SaaS Education Customer retention 61

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. B2B Customer Journey Touchpoint Mediums.

B2B 116

B2B Journey mapping SaaS Engineering 116

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.

Customer Support 90

Customer Support Education Customer retention Feedback 90

inmoment

JULY 22, 2020

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Strategy #2: Multichannel Listening.

Multichannel 52

Multichannel Customer retention Feedback Contact Center 52

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. Reactive indicators are data collection points from customer-facing teams and surveys such as NPA and CSAT, which provide qualitative information about customer accounts.

Upselling 65

Upselling Accountability Customer retention Metrics 65

inmoment

JULY 29, 2020

Today’s conversation focuses on that very theme: how can brands deepen relationships with existing customers to drive better experiences and create a positive impact on the bottom line? The following three strategies can help organizations achieve deeper relationships with customers: Creating Support Team Consistency.

Multichannel 52

Multichannel Surveys Customer retention Feedback 52

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%.” ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping the benefits of their own CS CoEs.

Metrics 52

Metrics Best practices Analytics Enterprise 52

ChurnZero

DECEMBER 29, 2020

Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. MH : Tier Three is all digital.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111

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

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.

SaaS 80

SaaS Metrics Customer retention Analytics 80

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. MH : Tier Three is all digital.

Journey mapping 85

Journey mapping Accountability Marketing Metrics 85

JustCall

MARCH 9, 2023

Here are some strategies for driving proactive customer service: Monitor customer feedback: Regularly monitoring customer feedback through channels like social media, online reviews, and surveys can help you identify and address potential issues before they escalate.

Customer Service 40

Customer Service Customer Care Education Feedback 40

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. MH : Tier Three is all digital.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ProProfs Blog

DECEMBER 22, 2020

All these challenges played a pivotal role in lowering a customer’s faith and loyalty in the brand. What’s more, customer retention was becoming even harder for companies who thrived on contact center support. Integrate a survey maker to capture more details about your qualified leads. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

CSM Practice

JULY 6, 2020

Greater customer success increases advocacy and renewal, ensuring that both the seller and the customer remain profitable despite the crisis. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. How to Sell to Existing Customers During Coronavirus.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

Greater customer success increases advocacy and renewal, ensuring that both the seller and the customer remain profitable despite the crisis. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. How to Sell to Existing Customers During Coronavirus.

SaaS 71

SaaS Upselling Accountability Sales 71

Education Services Group

MAY 12, 2022

Think about what the expected versus actual customer experience is at the point in the journey when you’re collecting NPS responses. Collecting NPS as part of a support survey. Collecting NPS intentionally at customer high points. Let’s dive into a few scenarios—. Collecting NPS during onboarding. The key word here is “during.”

Metrics 52

Metrics Surveys First call resolution Customer effort 52

Callminer

JULY 15, 2019

Thursday, July 25th Customer Experience. We hope you join us for Webinarstock and the times of all the webinars at the bottom of the post, make sure to pick some interesting topics and circle the time on your calendar! Stop Avoidable Customer Churn with Great Customer Experience featuring Rant n Rave.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

SmartKarrot

APRIL 28, 2021

Coordinate between REEF operations and client, including site surveys, walk-throughs, application deployment, to ensure the success of new applications. Apply here: [link] Role: Customer Success Director Location: England, United Kingdom Organization: HappyOrNot As a Customer Success Director, you will drive customer retention.

Real estate 10

Real estate Upselling Customer retention Accountability 10

ChurnZero

MARCH 22, 2019

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. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. Upcoming Webinar.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

ChurnZero

FEBRUARY 15, 2022

A good CE program helps customers realize the total value of your product and can lead to increased retention, increased conversions, and a lower churn rate. Customer education can also take many forms such as webinars, training videos, email campaigns, FAQs, and more.

Best practices 52

Best practices Education Analytics Sales 52

ChurnZero

FEBRUARY 15, 2022

A good CE program helps customers realize the total value of your product and can lead to increased retention, increased conversions, and a lower churn rate. Customer education can also take many forms such as webinars, training videos, email campaigns, FAQs, and more. Own your customer education.

Education 52

Education Best practices Analytics Sales 52

SmartKarrot

MAY 19, 2021

Tech-touch customer success is goal-oriented and data-driven. It focuses on turning customer data into meaningful customer interactions that offer value. A tech touch strategy is one that is measurable, scalable, and increases customer retention. Digital tech solutions are the key in customer success efforts.

Best practices 10

Best practices B2B SaaS Enterprise 10

ChurnZero

APRIL 12, 2019

And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

Totango

AUGUST 11, 2022

Customer satisfaction and feedback surveys. Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. Live chat and chatbot conversations. Tutorial viewing.

SaaS 106

SaaS Journey mapping B2B Feedback 106

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

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

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%. If you can, please take a moment to fill out our survey.

Upselling 52

Upselling Feedback Best practices Personalization 52

SmartKarrot

JULY 31, 2020

You can segment your outreach to reach the customer most in need of resource documentation to get started, an interactive webinar, or best practice refreshers. Share Customer data. Kindly ensure that a customer should not be in a position to repeat data themselves when talking to your team members.

Advertising 10

Advertising SaaS Best practices Personalization 10

SmartKarrot

JUNE 30, 2021

Here are five best practices you can do to improve product adoption. If your product is good, offers more value, solves customer needs, and meets their price point, product adoption increases. This information needs to be via personalized engagement, webinars, digital communications, interactions face to face, and more.

SaaS 10

SaaS Upselling Metrics Advertising 10