Kayako

APRIL 27, 2017

By running an NPS survey in isolation you don’t get the low-down on which customers have service satisfaction or suffer high-effort experiences. But customer satisfaction scores (CSAT) and customer effort scores (CES) offer few insights into customer loyalty either. Send surveys at natural pause points.

Metrics 72

Metrics Surveys Customer effort Best practices 72

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics SaaS Surveys Self service 52

Solvvy

OCTOBER 25, 2022

Calculating Customer Satisfaction Index. A customer satisfaction index uses survey data to calculate a metric that gives you an idea of how well your business performs. Like customer satisfaction index metrics , customer service KPIs show how well your team performs in a particular area and how it trends over time. .

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

Education Services Group

APRIL 27, 2022

I’m not going to waste time trying to document how to correctly (mathematically) calculate all the three letter acronyms—but feel free to check out our Customer Success Definitions, Calculations, and Lingo…Oh My! Instead, I want to do some level setting on some specific metrics and flaws I see in the industry. The Resolution.

Metrics 98

Metrics Surveys SaaS CRM 98

Help Scout

JUNE 2, 2019

Customized answers for specific scenarios — If you understand your customer’s own business and goals, you can craft your answer to fit their particular needs, rather than use a one-size-fits-all approach. Inform yourself and save them the time and stress. Assigned account owner or internal owner ?—

Education 40

Education Accountability SaaS Customer retention 40

aircall

JANUARY 30, 2017

This is why customer retention should absolutely be on your mind if your business hopes to become sustainable and profitable. Customer retention and growth. Customer lifetime value, or CLV, is a crucial metric when it comes to customer retention. Save your customers time. Save your customers effort.

Customer retention 76

Customer retention Education Self service Feedback 76

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer retention 52

Customer retention SaaS Education Feedback 52

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? So why should you care?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

MAY 28, 2021

The focus is on keeping customers happy with the new language and properties. Service companies need to work like SaaS companies by keeping customer success at the core. Need for Customer Success in Service Companies. Customer success is made of value both monetized and non-monetized. Bottom Line.

SaaS 10

SaaS Education Customer retention Upselling 10

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. Customer Health. It is also worth engaging an independent unbiased third party to do a Voice of the Customer project and analysis. Net Promoter Score (NPS).

Metrics 76

Metrics Best practices Customer retention SaaS 76

Nicereply

JUNE 18, 2020

Any investment in customer retention programs pays off in the form of higher revenue and reduced customer acquisition costs. Great companies think long term when it comes to keeping customers around. SaaS and eCommerce have been around long enough that some companies now have customers for over a decade.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

SmartKarrot

MARCH 4, 2021

A customer onboarding specialist allows customers to meet success by ensuring account implementation begins on a happy note. With customer onboarding specialists, customers will be educated on the ways to use products or services in a smooth, hassle-free manner. Customers abandon products when they feel there is-.

Education 19

Education Best practices Accountability Upselling 19

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The shift to becoming customer-centric requires you to unlock customer value.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The shift to becoming customer-centric requires you to unlock customer value.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

aircall

NOVEMBER 4, 2016

Studies show that computer-telephone integration r educes the average length of a call. Therefore, your team increases its productivity, and your customers enjoy a higher quality of service. This allows for specified routing of calls, and boosts first call resolution, a crucial metric of customer satisfaction.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

aircall

NOVEMBER 4, 2016

Studies show that computer-telephone integration r educes the average length of a call. Therefore, your team increases its productivity, and your customers enjoy a higher quality of service. This allows for specified routing of calls, and boosts first call resolution, a crucial metric of customer satisfaction.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

SmartKarrot

JANUARY 15, 2021

Research shows that 70% of customers leave a brand due to poor experience with their customer service. Hence, it is paramount to educate your service team with the nuances of customer experience. Implementing CX in customer service. Use relevant metrics.

Customer Experience 11

Customer Experience Analytics Sales Feedback 11