Customer retention eBook Metrics Tips 
ClientSuccess
NOVEMBER 2, 2022
While multiple factors drive customer retention (including product value and internal customer issues, which a CSM will have little control over), customer success managers can strategically focus their efforts, conversations, and recommendations for customers to help guide them toward long-term, mutually beneficial partnerships.
ClientSuccess
SEPTEMBER 26, 2019
But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. But how do you keep your existing customers coming back for more?
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ClientSuccess
OCTOBER 8, 2019
And to get good data, you have to have good metrics in place. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: 1: Customer Retention Rate.
Nicereply
DECEMBER 20, 2022
In addition, acquiring new customers costs five times more than retaining existing ones, so reducing customer attrition can also help save on marketing and advertising expenses. The churn rate is a metric that measures the percentage of customers who cancel their subscription or service within a given period of time.
Playvox
FEBRUARY 13, 2023
While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. But your service center can’t afford to tip the scales in the other direction.
Comm100
OCTOBER 8, 2016
Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.
ShepHyken
SEPTEMBER 30, 2019
NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time.
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