ClientSuccess

JULY 20, 2021

Customer retention is the responsibility of more than just the CSM team. Even though CSMs are responsible for the daily management and ongoing success of customer accounts, retaining and, to some degree, growing these accounts should be the responsibility of an entire organization. Want to learn more?

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ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

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ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

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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.

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ClientSuccess

JUNE 22, 2022

With strategies to build trust and communication working hand in hand, CSMs can confidently work towards building long-term, retention-based relationships with customers. Building customer loyalty doesn’t happen overnight, which is why we have the resources and tools you need to succeed. Toolkit: How To Build Customer Loyalty.

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Benchmark Customer retention Accountability Customer Experience 52

ClientSuccess

JANUARY 10, 2020

By implementing these best practice account management tips, your team can leverage the onboarding process to ensure long-term customer retention. . Resources to help you create a better onboarding experience: Webinar: How to Nail Onboarding and Adoption. Webinar: Why Continuous Onboarding is Critical for Your Business.

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ClientSuccess

JANUARY 10, 2020

By implementing these best practice account management tips, your team can leverage the onboarding process to ensure long-term customer retention. . Resources to help you create a better onboarding experience: Webinar: How to Nail Onboarding and Adoption. Webinar: Why Continuous Onboarding is Critical for Your Business.

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ClientSuccess

NOVEMBER 15, 2022

This means going beyond the typical customer service script and getting to know your customers on a personal level. Here are five customer retention strategies that will help you succeed: 1. Understand Your Customers’ Goals and KPIs. eBook: Customer Success as a Culture: Customer Success Leaders Edition.

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ChurnZero

FEBRUARY 25, 2020

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure. . Customer Success Around the Web.

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Nicereply

NOVEMBER 21, 2023

Customer Churn: An NPS survey when a customer leaves can tell you why they’re going. This is crucial for enhancing your customer retention strategies , which can lower churn and boost loyalty. Customer Retention Survey template On a scale of 0 to 10, how likely are you to continue using our services?

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Surveys B2B Feedback Education 59

aircall

AUGUST 5, 2022

Above all, this increases your conversion rate and customer retention (which is even more important in this economy). . You need a clear definition of your potential customers’ individual life cycle stages to distinguish between a lead, an MQL, an SQL, a non-opportunity, and a paying customer,” Reynald says. .

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Sales SaaS Marketing Personalization 62

inSided

OCTOBER 2, 2019

That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) I know what you are thinking, what has self-service got to do with increasing customer retention? at the forefront of your overall business goals. What’s more?

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ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. 72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. This means a vigilant focus on growing customer retention and lifetime value.

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SaaS Transportation B2C Customer retention 64

ClientSuccess

OCTOBER 8, 2019

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. 1: Customer Retention Rate. Your sales team will tell you: getting new customers can be difficult. Tip: Struggling with improving your customer retention?

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SaaS Metrics Customer retention Surveys 49

Influitive

OCTOBER 30, 2015

Get actionable insights & advice from 20 of the most innovative customer experience thought leaders and practitioners in the B2B world. Download your FREE eBook now. Invest in customer engagement & retention.”. Free eBook: The CMO’s Guide to Next Gen Brand Building. Download the eBook now.

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ChurnZero

FEBRUARY 21, 2020

Therein lies the key to fueling strong customer rapport and loyalty. Upcoming Webinar: Unpacking the Power of the Executive Business Review. Customer Success is about helping your customers realize value with your product. Join this webinar to learn: The different types of customer reviews and when to use them.

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ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

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Marketing Upselling SaaS Customer retention 56

ChurnZero

NOVEMBER 30, 2018

To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. No worries, if you missed the webinar. Webinar Q&A Recap. So, we’re talking about revenue growth and revenue retention on a dollar basis.

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Customer Support SaaS Best practices Metrics 49

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

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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.

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Squelch

MAY 10, 2019

To learn more about the origins and evolution of customer success, check out this interview with industry leader Irit Eizips. We also invite you to download a free copy of our eBook on The Value of Customer Success Across Your Organization.

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SmartKarrot

JULY 16, 2020

And that is why it is recommended to approach client retention by using behavioral segmentation to identify which users are doing good and which users, are unfortunately on the verge of churning out. Key Retention Metrics. Customer retention rate. Simply put, it is a measure of how effective your retention strategies are.

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SaaS Metrics Customer retention Upselling 10

SmartKarrot

MARCH 2, 2022

HubSpot offers exclusive content in form of ebooks, webinars, etc, in exchange for contact information. It drives user engagement, boosts conversions, and improves customer retention. Through its emails, the platform offers insights into its customer’s behavior tools to boost conversions, engagement, and retention.

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SaaS Marketing Upselling Engineering 12

ClientSuccess

AUGUST 10, 2022

Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. But how do you know which KPIs truly measure things like customer sentiment, customer health, and, of course, customer retention? eBook: Ultimate Guide to Customer Success Metrics.

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Metrics SaaS Customer retention Accountability 78

ClientSuccess

NOVEMBER 22, 2022

Our team of experts is ready and waiting to partner with you to create a stellar marketing or customer success plan that drives growth. You can learn more about implementing customer retention efforts with these additional resources from ClientSuccess: Webinar: Customer Marketing Programs to Nurture Your Customers and Develop Advocates.

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Marketing Education Feedback Surveys 69

ClientSuccess

JANUARY 12, 2021

This past year was all about flexibility, pivoting, and delivering value to customers above all else. CSMs truly went above and beyond for their customers to ensure value, as customer retention meant more than ever. Webinar: Delivering Customer Success at Scale. 2021 is not the year to go back to ‘before’.

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Journey mapping Accountability SaaS Customer retention 53

JivoChat

OCTOBER 25, 2021

Content marketing refers to creating valuable information for existing and potential customers. . This home brewing company has an entire section dedicated to customer education, from homebrewing 101 to the video library and sugar calculator. . Offer lead magnets, like discounts or free shipping codes and eBooks. . Blog posts.

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ChurnZero

MARCH 13, 2020

Looking at the inverse, if you use QBRs as a customer PIP to bring up past issues, you’ve waited too long. Proactive course-correction fuels customer retention. At ChurnZero, here are a few customer events that we track and act on immediately : Negative (red-flag) events: Data exports. Customer Success Around the Web.

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