ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. Revenue Retention Rate (Gross & Net).

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

ShepHyken

MARCH 15, 2021

My Comment: Here is an interesting article – actually an interview – featuring Todd Hopkins, a successful franchisor, who recognizes the value of creating an excellent customer experience, or as he calls it, a “clean Experience.” How to Calculate Your Customer Retention Rate by Max Freedman.

Customer Service 319

Customer Service Customer retention Customer Experience Technology 319

TLC Associates

JULY 24, 2019

Studies by Bain & Company show the effort to increase customer retention by 5% produces 25% additional profits through upsells, cross-sells, and customer referrals. It’s not a stretch to say your ability to retain customers reflects your ability to grow your bottom line. The Importance of Measuring Customer Retention.

Customer retention 49

Customer retention Benchmark Upselling outsourcing 49

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. This week, she featured a list of excellent customer service books separated into categories. These are what McKinsey refers to as the “Zero Consumer.”

Customer Service 196

Customer Service B2C Customer retention B2B 196

ShepHyken

APRIL 26, 2021

One of the main points is that customer service is becoming the face of a brand. Once you adopt that mindset, you’ll see how some of the best marketing, customer retention, and more come from your customer service and support. Here are the top customer service influencers and resources to follow.

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

CrazyCall

DECEMBER 19, 2019

When you boil down any business with great reviews, it’ll naturally reduce and separate into three simple categories: marketing, sales, and customer service. These three divisions are the cornerstone of any company with happy customers. However, as elaborate as some of them seem, it’s really not all that complicated.

Customer retention 66

Customer retention Sales Marketing Customer Service 66

ShepHyken

APRIL 5, 2022

Customer retention provides exponentially increasing returns for your business. However, some companies can have high retention but low satisfaction. Your customers may come back because your products are affordable until another company that offers lower prices comes along.

Wait times 167

Wait times Customer retention Marketing Customer Experience 167

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Vcaretec

JUNE 6, 2022

But how do those world-class brands who do monitor customer care then go about improving things like customer retention, customer loyalty, and customer advocacy? Measuring, benchmarking, and optimizing based on real customer data is the only way to effectively and purposefully move the needle.

Customer advocacy 90

Customer advocacy Wireless Customer Care Benchmark 90

Totango

MAY 19, 2021

These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Customer 360. Customer Retention. Customer Journey Orchestration. The six categories should all add up to a score of 100. Segmentation and Personalization.

Real estate 106

Real estate Customer retention Enterprise Analytics 106

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar.

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

ShepHyken

APRIL 17, 2020

If your products happen to be in the latter category this does not mean you simply let it go. When things become normal these customers will remember and reward you. He holds spectacular skills in loyalty programs, marketing, and customer retention. Lockdowns put the brakes on incomes, production, and purchasing power.

Customer retention 314

Customer retention Marketing Sales Customer Service 314

CSM Magazine

FEBRUARY 1, 2024

The lower your escalation rates are, the more effective you are at quickly dealing with customer complaints. Customer retention rates: This is one of the most important numbers in customer service, and is basically the number of customers you retain. These are just six examples of KPIs used in customer service.

Customer retention 52

Customer retention Education Self service Customer Service 52

Totango

SEPTEMBER 22, 2023

. “Totango believes being an open platform, working with a wide range of capability used in the enterprise, is vital to ensuring customer success can have the maximum impact of helping businesses retain and grow their customers.

Enterprise 113

Enterprise Education Best practices Customer retention 113

CustomerSuccessBox

NOVEMBER 2, 2021

1,000 enterprise customers paying you $100k+ per year each; or 10,000 medium-sized companies paying you $10k+ per year each; or 100,000 small businesses paying you $1k+ per year each; or 1 million consumers or “prosumers” paying you $100+ per year each or 10 million active consumers who you monetize at $10+ per year each by selling ads.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Customer service managers. In some cases, there may be other categories of stakeholders. You can apply segmentation to group stakeholders into different categories in order to facilitate automated communication processes. Legal advisors.

Management 84

Management Best practices Journey mapping Metrics 84

Beyond Philosophy

OCTOBER 6, 2014

When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused. We have a model we use that represents different levels of Customer Centricity that we call the Naïve to Natural model. They design their experience for their benefit and what is important to them.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Babelforce

JUNE 17, 2021

Do customers really expect outbound call center services? 6 Kinds of outbound service you could offer today Customer onboarding Proactive customer service Virtual queuing Customer feedback Customer retention automation Access-for-all services Your free guide to contact center automation.

Call Center 97

Call Center Customer retention Contact Center voip 97

Outsource Consultants

JULY 26, 2021

If you’re in the former category, then you really should keep reading. Here’s where our expert advisors see the most opportunity in the next 12 months: Customer Service. That’s because the pandemic has created a historic sea change for how businesses operate, the impact of which will be felt for more than a generation.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

Nicereply

OCTOBER 9, 2023

Table of Contents How is customer success different from customer service? Customer satisfaction score (CSAT) 2. Customer churn rate 4. Customer lifetime value (CLV) 5. Customer retention rate 6. Free trial conversion rate Key takeaways What is customer success? Net promoter score (NPS) 3.

SaaS 52

SaaS Metrics Customer retention Surveys 52

ChurnZero

FEBRUARY 14, 2023

Customer Success metric 2: customer retention rate Customer retention rates measure a company’s ability to retain customers. That seems obvious, but here again, there is more than one way to calculate the customer retention rate including: Logo retention rate.

Metrics 94

Metrics SaaS Customer retention Construction 94

Education Services Group

APRIL 21, 2021

This means taking everything that is working (or could be working) for your CS organization and building it into the processes and systems that allow you to support that potentially infinite number of customers with your finite resources. Which brings us to customer health. Health Score Creation.

Construction 94

Construction Journey mapping Customer retention Scripts 94

CSM Magazine

MARCH 17, 2023

Businesses that optimise both the customer journey and the customer experience are rewarded with strong customer retention, revenues and brand reputation. But so many fail at the first hurdle because they don’t take the time to understand the customer journey.

Entertainment 52

Entertainment Customer retention Banking Engineering 52

Spearline

MARCH 27, 2023

March 27, 2023 – Cyara , the creator and leader of the Customer Experience (CX) Assurance category, today announced its acquisition of industry-leading global communication testing company Spearline , headquartered in Ireland. For more information, please visit cyara.com.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

CSM Practice

FEBRUARY 24, 2020

Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. Don’t forget to follow the links above for each metric category. It cannot be greater than 100%.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

FEBRUARY 24, 2020

Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. Don’t forget to follow the links above for each metric category. It cannot be greater than 100%.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. Don’t forget to follow the links above for each metric category. It cannot be greater than 100%.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

AUGUST 7, 2020

The work with CSM Practice helped Vitalsource quickly define the customer journey map for each team, emphasize the commonality between the customer success teams , align on a common language, and outline a project plan from development to full rollout of the concept. Major Categories. How can CSM Practice Help! .

Journey mapping 81

Journey mapping Morale SaaS Education 81

ProProfs Blog

SEPTEMBER 9, 2020

Why Is There A Buzz Around Customer Loyalty? Loyalty programs work because they are like a shortcut to customer retention which is a game changer for many businesses. According to the Pareto Principle , “20% of a brand’s existing customers are responsible for 80% of its future revenue.”. Customer Retention Rate.

Gamification 144

Gamification Customer retention Metrics Sales 144

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

TeleDirect

DECEMBER 14, 2023

In essence, they exist to increase sales, ensure customer retention and promote your brand. They are dedicated to generating and qualifying leads, moving potential customers further along the sales funnel. So, what is outbound call , exactly? They may do this through cold calls, warm calls, callbacks and follow-ups.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

OctopusTech

AUGUST 3, 2018

Club Factory is a leading E-Commerce Website and App that sells a wide range of products across multiple categories to customers in several countries. That is what makes Club Factory one of the top choices for customers for online shopping. Customer Support Services. How we helped? Services Offered. Chat Support Services.

Customer retention 48

Customer retention Customer Support Call Center 48

OctopusTech

AUGUST 3, 2018

Club Factory is a leading E-Commerce Website and App that sells a wide range of products across multiple categories to customers in several countries. That is what makes Club Factory one of the top choices for customers for online shopping. Customer Support Services. How we helped? Services Offered. Chat Support Services.

Customer retention 48

Customer retention Customer Support Call Center 48

Babelforce

NOVEMBER 12, 2020

Some categories, including food and household items have seen an average 30% increase in online sales. It’s a good time to poach customers – and to focus on customer retention. Now might be the best time to offer customers discounts in recognition of the tough experiences many of them are having. #4

Sales 98

Sales Marketing Entertainment Contact Center 98

AskNicely

SEPTEMBER 24, 2018

Customer Feedback Software Leader Renews Title as the Industry’s Most Popular Solution, Receives Top Score in 4 Criteria. “It’s a thrill to repeat as the category leader, especially since customer feedback is central to everything AskNicely is about,” says Aaron Ward, Co-Founder and CEO. Portland, Ore.,

Enterprise 60

Enterprise Feedback Management Customer retention 60

Method:CRM

JULY 15, 2020

This means you can count on them to come back, make future purchases, and maybe even refer some new customers to you. Long story short — repeat customers are every small business owner’s dream. While many customer retention strategies can help you drive repeat business, one among them stands out — using a CRM solution. .

CRM 95

CRM Sales Customer retention Banking 95

Education Services Group

DECEMBER 2, 2021

Net Promoter Score (NPS) is a very simple customer survey that asks a customer to rate how likely they are to recommend your product or service to others on a scale of zero to ten. Because it’s so simple and standardized, it’s become the go-to Voice of the Customer (VoC) metric for Customer Success.

Customer retention 52

Customer retention Metrics Education Accountability 52