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

Totango

AUGUST 11, 2022

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. Videos and webinars provide excellent tools for demonstrating product usage through screenshots.

SaaS 106

SaaS Journey mapping B2B Feedback 106

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? Sample CSAT questions can involve a rating of customer service, product viability, website usability, and the ability of the company to resolve any issues. Upcoming Webinar. How Customer Success Can Catalyze Customer-Centric Change.

B2B 73

B2B Surveys Customer centricity Construction 73

Totango

OCTOBER 22, 2020

Net Promoter Scores detail how likely a customer is to recommend a product to one of their peers. Along with other forms of feedback, such as Customer Satisfaction Surveys and Customer Effort Scores, this industry-standard measurement is a solid indicator of customer satisfaction. Get started for free today.

Management 64

Management Morale Enterprise Accountability 64

Solvvy

AUGUST 31, 2022

You can use an additional KPI, customer effort score (CES), to learn how difficult your customers perceive interactions with your company or products. CES is typically based on answers to a straightforward customer survey, which asks for a rating from 1 for very difficult to 7 for very easy. Improve Customer Experience.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

ChurnZero

NOVEMBER 2, 2018

But I’m not going to tell you the NPS the only – or even the definitive, no questions asked, best – option when it comes to assessing Customer Satisfaction. There are certainly other options out there; two of the most commonly discussed ones are CSAT (Customer Satisfaction) and CES (Customer Effort Score).

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

Education Services Group

MAY 12, 2022

There will be a future rant specific to health score, but for now I recommend checking out this Customer Success Unlocked webinar from last month with David Sakamoto and Neal McCoy on the topic.). If this section leaves you wanting more, don’t worry. The Resolution.

Metrics 52

Metrics Surveys First call resolution Customer effort 52

SmartKarrot

MAY 28, 2021

Ensuring customer success will mean that the entire company should be tuned to be customer centric. This type of a mindset shift will cause customer retention and long-term relationships. The need for customer success in service companies-. You can make it easier, cost effective, and improve customer experience.

SaaS 10

SaaS Education Customer retention Upselling 10

Solvvy

SEPTEMBER 17, 2022

Podcast and webinar recordings. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. How to Build a Customer Service Knowledge Base. Another way to determine what to include is to review customer feedback. How-to instructions. Infographics.

Customer Service 62

Customer Service Self service Engineering Customer Support 62