ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

ChurnZero

OCTOBER 7, 2020

This is a guest blog post by Kristen Hayer, CEO & Founder of The Success League. . I’ve shared our checklist for 2021 planning , but there are some other tactics you can use to plan for various scenarios that may come into play next year. Customer success leaders will be facing many of the following challenges: .

Finance 97

Finance Sales Marketing Personalization 97

Nicereply

OCTOBER 9, 2023

Customer success metrics are essential to the growth of every SaaS company. When it comes to your SaaS business, you need to be measuring and evaluating your customer success. This helps you analyze how much value your customers gain from your product, and you can select particular KPIs to help you do so. Customer churn rate 4.

SaaS 52

SaaS Metrics Customer retention Surveys 52

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

SaaS 86

SaaS Upselling Best practices Customer retention 86

ProProfs Blog

MAY 21, 2021

As an organization, it is natural for you to expect positive feedback from your customers. We all love this bunch of promoter customers who constantly give us high ratings and make repeated purchases with our brands. These groups of customers are the vocal critics of your brand. This Blog Includes – Who is a Detractor?

Surveys 78

Surveys CRM Feedback Analytics 78

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

OctopusTech

JUNE 29, 2023

Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. Almost 68% of the customers believe that a company should check the taste and preference and then modify the experiences.

Customer retention 62

Customer retention Call Center Upselling outsourcing 62

Amity

JANUARY 9, 2019

This article was originally published on WnTD's blog. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. Ask yourself, is it easy for customers to pay you?

Morale 81

Morale Metrics Finance Sales 81

Comm100

SEPTEMBER 28, 2016

Is your customer churn rate burning a hole in your retention plan? When it comes down to it, most companies are losing far too many customers. Reichheld in the Harvard Business Review, the average company loses about half its customers in a fiver-year period. What Is Customer Churn?

Customer retention 61

Customer retention Scripts Accountability Metrics 61

Infinity

MARCH 14, 2022

What if we told you that every single call that comes into your business, whether it’s a customer service enquiry or a lead, contains a goldmine of data that could take your business to the next level? With rich customer data at your fingertips, you can continuously optimise your call centre performance.

Scripts 40

Scripts Upselling Analytics Journey mapping 40

ChurnZero

FEBRUARY 12, 2021

This is a guest blog post by Stephanie Neale , CEO of Blind Zebra. As customer success professionals, days are filled with conversations, meetings and tasks that revolve around helping our clients get maximum value from our product or solution. I’ll share what I’ve experienced with other customers in similar situations.

Personalization 64

Personalization Customer Experience 64

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. Customer Health. Simply put, churn are the customers that you lose. Churn can have a massive impact on your business, both positively and negatively. There are a number of ways to measure churn: MRR & ARR by dollar amount. Customers by Volume.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Amity

NOVEMBER 14, 2018

This article was originally published on WnTD's blog. The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. Continuity. Consistency.

Sales 87

Sales CRM Accountability B2B 87

ProProfs Blog

APRIL 17, 2020

Customers always have so many options in the market to choose their desired product or service. In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Her department is responsible for onboarding, support, services, and retention of Bloomfire’s customers.

Upselling 40

Upselling Accountability Metrics Customer centricity 40

CSM Practice

MARCH 18, 2019

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. There are many criteria that you might require to look after before you actually search for the right customer service manager. Tip 1: Productivity.

Management 49

Management Upselling Coaching Accountability 49

OctopusTech

JULY 21, 2023

In this data-driven era, customer data management is highly important than anything else for companies and they are constantly gathering a huge amount of customer information and details. Data of customers act as a lifeline for any business. This will help companies to provide each customer with a personalized user experience.

Best practices 62

Best practices Management Upselling Sales 62

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo.

Customer Experience 63

Customer Experience Marketing Surveys Feedback 63

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. Establish executive buy-in.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

MARCH 16, 2021

There is no short-cut to draft a perfect customer offboarding. But you are never too late to learn from the churn stories, refrain from bad PR tactics to happen and adapt to more win-backs. Here, in this blog, we will delve into the world of customer offboarding in detail. What to Learn from Churn and minimize it?

SaaS 11

SaaS Feedback Surveys Engineering 11

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program? Here are two reasons why: 1.

Analytics 45

Analytics Feedback Surveys Enterprise 45

aircall

AUGUST 16, 2018

Disagreements will happen, but if not seeing eye-to-eye prevents meaningful progress, that’s something you need to overcome. Although it’s far from my immediate purview, I’m also curious what our NPS scores and churn rates look like. When I first heard about DemandBase it was through outbound tactics.

Sales 90

Sales B2B Analytics Marketing 90

ClientSuccess

MAY 30, 2018

At ClientSuccess , we value candid conversations with Customer Success leaders that have unique experiences and varying viewpoints on the world of Customer Success. This week, we’ll showcase one such conversation with expert Mark Pecoraro , advisor to many B2B SaaS companies all of which have cultures of Customer Success.

SaaS 40

SaaS B2B Upselling Sales 40

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Stacy Sherman. Steve Curtin.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

LiveChat

OCTOBER 20, 2016

Content creation is key in moving your customer from interest to taking a desired action. But there are a million things that come in the way of your content creation that prevent you from achieving that elusive balance between quality and quantity. But, churning out mediocre content has its own downside. Content converts.

Surveys 59

Surveys Consulting Consulting Advertising 59

SmartKarrot

AUGUST 16, 2022

It involves the customers mainly to discuss how their business works and the value aspect. QBRs ensure that companies deliver customer outcomes in a timely manner by encouraging meetings and conversations. In a QBR meeting, customers can voice their concerns, measure their success, and scale to meet the goals they choose.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

SmartKarrot

JUNE 29, 2020

Is creating a user-friendly and helpful product enough to attract and retain paying customers? Does it guarantee customer loyalty and give you an edge over your competitors? It’s no longer enough to woo consumers using innovative marketing tactics before they purchase your product. Source: Medium.

Analytics 10

Analytics Feedback Marketing Best practices 10

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

APRIL 10, 2020

And I want to talk about the one function that is going to be most critical during this crisis – Customer Success. It’s becoming more and more evident that acquiring new customers won’t be as easy as 2019. So retaining the existing customers is of prime importance. But is customer success ready for covid-19?

SaaS 52

SaaS Accountability Analytics Education 52

ChurnZero

JANUARY 17, 2020

Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. With so many tools at your disposal, it can be challenging to determine how to best leverage a Customer Success platform and hit the ground running.

Best practices 72

Best practices Accountability Upselling SaaS 72

SmartKarrot

OCTOBER 26, 2022

For several reasons, both large and small customers can churn. Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients.

Best practices 11

Best practices B2B Accountability Management 11

ChurnZero

APRIL 15, 2021

Customer acquisition often gets all the glory in SaaS. But if you don’t retain (and more importantly grow) the customers you have, growing your own business becomes a Sisyphean task – forever filling a leaky bucket. Make your Customer Success team comfortable with upsells and cross-sells.

Upselling 64

Upselling Accountability Sales SaaS 64