ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Nicereply

FEBRUARY 21, 2022

Anticipating client difficulties and giving proactive solutions are the foundation of customer success. Not only does customer success lead to greater happiness and loyalty, but it also helps businesses increase revenue and customer retention. Greater emphasis on customer onboarding.

Journey mapping 98

Journey mapping Chatbots Customer retention Sales 98

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

Nicereply

JULY 29, 2021

Your knowledge base needs to be up-to-date, and onboarding needs to be thorough and quick. ?. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Scaling a support team as the customer base grows and evolves is a common challenge faced by start-up leaders. Google Podcasts.

outsourcing 98

outsourcing Customer Experience Education 98

ProProfs Blog

JUNE 5, 2020

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. This blog provides the highlights from their talk. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products.

B2B 98

B2B Upselling Metrics Education 98

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. Understanding customer onboarding speed. So, what is customer onboarding speed? Schedule first onboarding/implementation kick-off call.

Benchmark 76

Benchmark Metrics Education Accountability 76

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

Nicereply

OCTOBER 21, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Susana de Sousa , Senior Manager of Customer Support at Loom , believes that adding video across all support services can improve customer communication. In Conversations with Susana de Sousa, Senior Manager of Customer Support at Loom.

Scripts 98

Scripts Customer Support Personalization Customer Experience 98

Nicereply

DECEMBER 9, 2021

It should promise the customer great things. However, the best efforts should be during the delivery phase; give the customers reason to celebrate choosing you. However, the best efforts should be during the delivery phase; give the customers reason to celebrate choosing you. Cue – customer health scores.

Metrics 97

Metrics Surveys Education Customer effort 97

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Nicereply

MARCH 9, 2021

Support automation helps customer support teams deliver the same (or better) customer experience much faster. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human. Create Feedback Loops.

Customer Support 105

Customer Support Feedback Service level Engineering 105

aircall

AUGUST 14, 2022

It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . But one way to ensure you can scale without compromising on quality is to scale your customer support team too. The Importance of Scaling Customer Support. Define Your Quality.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Nicereply

OCTOBER 26, 2022

Before you sit down with your family at the table, make sure your customer support representatives, as well as your customers, will enjoy the same peace and well-being. In this episode of Content Pie , we’ve gathered the best blogs on how to communicate reduced service hours. Your customer support agents are still humans.

Customer Support 52

Customer Support Personalization Customer Service Customer Experience 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales Enterprise Best practices Metrics 89

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Open your eyes to Visual Assistance .

Self service 207

Self service Analytics Transportation Healthcare 207

Nicereply

JANUARY 30, 2023

If you’re growing your number of customers or orders in the next year, you’ll need to plan how to support them. Start your day with great quality content Stay updated with our newsletter Subscribe Subscribe Customers would be able to find all of their answers on their own, and never have to reach out via email, chat, or phone.

Metrics 98

Metrics Finance APIs Customer Support 98

CustomerSuccessBox

AUGUST 23, 2021

Just one phenomenal customer experience can make a world of difference. This statement can’t be true enough for the Customer Onboarding Process in the SaaS world! Some professionals argue that the onboarding process is not easy. However, the process of perfect onboarding, where the customers are happy, is tough!

Best practices 52

Best practices SaaS B2B Management 52

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Sales to Customer Success Handoff Email Template. Escalations.

Feedback 108

Feedback SaaS Surveys Accountability 108

Nicereply

DECEMBER 7, 2022

A strong customer success team must be built consistently and with the right tools. Every business knows that customer success is key to maintaining loyal customers and ensuring positive word-of-mouth marketing. For that reason, building a solid customer success team is essential for your business success.

SaaS 52

SaaS Morale Feedback Accountability 52

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success? Customer Success is a core growth driver.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Education 98

Education Customer centricity CRM Best practices 98

Nicereply

SEPTEMBER 29, 2022

Customer service communities give you more than you could be expected. The importance of strong customer service management is often overlooked, but the numbers speak for themselves when it comes to retaining current customers over acquiring new ones. Look at our list of the top groups. The NACSMA. Support Driven.

Customer Service 98

Customer Service Best practices Education call center professionals 98

Nicereply

JANUARY 19, 2021

If your churn and retention rates are staying the same or worsen for individuals who go through your onboarding process, you’ve got a problem. User onboarding makes for healthier, happier customers and more informed product teams. Historically understanding the impact of user onboarding has been complicated.

Metrics 69

Metrics Journey mapping Analytics Customer Experience 69

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time.

Surveys 59

Surveys B2B Feedback Education 59

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Upselling B2B SaaS 100

Nicereply

DECEMBER 20, 2022

“The best way to avoid customer churn is to know your customers.”. In this post, we will look at the topic of customer churn. What is customer churn? Customer churn, also known as customer attrition , occurs when customers stop doing business with a company. Why is reducing customer churn important?

Advertising 52

Advertising SaaS Metrics Surveys 52

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Feedback 77

Feedback Best practices Customer retention Enterprise 77

Hello Customer

APRIL 5, 2023

Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. Today customers expect to have easy and seamless experiences with brands. If you’ve already made a customer journey map, great!

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. KPIs to Share With Executives.

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

ClientSuccess

JULY 13, 2020

For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. And in the world of customer success, vendor recommendations are paramount. Here are some key features to look for in onboarding software reviews: 1.

Accountability 65

Accountability Marketing Management 65

ProProfs Blog

SEPTEMBER 17, 2021

When your employees are happy, their efforts result in better customer experiences, leading to better organizational growth. Shep Hyken rightly says that: If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. Create a Great Onboarding Experience.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

Nicereply

JUNE 1, 2021

The customer feedback gathered via Nicereply is immediately shared with the team via email so they can follow up with the customer when necessary. Argeweb is a web hosting service provider founded in 1999 that aims to be the most customer-friendly service in the Netherlands.

APIs 99

APIs SaaS Surveys Feedback 99

Nicereply

SEPTEMBER 7, 2021

When done well, support enablement will result in happier employees, happier customers, and a more polished product. Support enablement ensures the customer support team has the information and tools they need to help support customers and deliver a great customer experience. Happier, more trusting customers.

Sales 100

Sales SaaS Customer Support Best practices 100

OctopusTech

MAY 25, 2021

Closing a deal needs marketing involvement, service demos, multiple calls through Customer Support Outsourcing , and approvals from multiple stakeholders in the companies that Outsource to India to go on and sign the contract. However, it’s just half the work done, and the proceeding step is Customer Onboarding successfully.

B2B 62

B2B outsourcing Customer Support Accountability 62

ProProfs Blog

JANUARY 9, 2020

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business. What is Customer Churn?

Customer retention 130

Customer retention Customer Support Marketing Education 130