Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: Do you use surveys to measure success and value? .

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. We tried sending out a Customer Satisfaction Survey to our clients and would like to know some strategies to get higher number of responses.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

JivoChat

JULY 20, 2021

People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. In this post, we’ll reveal why you should start focusing on customer retention and when.

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Customer retention Gamification Education Self service 52

CSM Magazine

OCTOBER 16, 2020

It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. Customer education programs are not new. Customer loyalty thrives on asking for and offering feedback.

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Customer retention Brand ambassadors Finance Banking 52

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. Upcoming Webinar.

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Customer retention Upselling SaaS Customer centricity 61

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. With that in mind, it is generally more useful to conduct a formal survey. The most crucial part of creating a survey is to consider what results you are anticipating. Checking in on customer service objectives? Focusing on customer retention? Methodology.

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B2B Surveys Customer centricity Construction 73

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention.

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SaaS Metrics Surveys Customer retention 72

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That webinar was – and continues to be – wildly popular because it explores the nuance behind Customer Success metrics.

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Metrics SaaS Customer retention Construction 94

CSM Magazine

AUGUST 4, 2023

These engaged customers, in turn, share their delightful experiences with friends and family, acting as brand ambassadors and attracting new customers to the coffee shop. Additionally, surveys are quick and easy to set up, making them a crucial step when strategizing engagement initiatives.

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Brand ambassadors Gamification Entertainment Education 52

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.

Customer retention 60

Customer retention Scripts Education Marketing 60

NobelBiz

OCTOBER 24, 2023

Social media engagement for customer feedback. Post-interaction surveys to gather insights. Loyalty program enrollment for customer retention. In today’s digital age, customers can engage with brands through a wide range of channels, including social media platforms , email , and more.

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Journey mapping Customer Experience Interactive Voice Response Contact Center 104

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store! Call center recording.

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Customer Experience Contact Center Call Center Revenue potential 111

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

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. You Mon is an seasoned entrepreneur and the founder and CEO of ChurnZero.

SaaS 52

SaaS Metrics Customer retention Construction 52

ChurnZero

MAY 25, 2023

Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells.

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Upselling Metrics Surveys Accountability 97

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. Educate and Empower: Empowered customers are loyal customers.

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Customer retention Customer centricity Education Feedback 10

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. .

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Metrics Best practices Customer retention Enterprise 100

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Increase customer retention, lower churn.

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Education Benchmark Customer retention Metrics 98

Nicereply

JUNE 20, 2022

Optimizing the customer journey is one of the best ways to ensure your sales funnel converts well and maintains a high ROI. It also boosts customer satisfaction, increasing customer retention, loyalty, and overall brand affinity. So, how exactly can you optimize the customer journey?

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Journey mapping Surveys Advertising Sales 115

Nicereply

FEBRUARY 2, 2024

Customer Service Customer service is a reactive business function where businesses handle customer complaints and help customers solve their issues. Excellent customer service is crucial to the success of an organization. Define what success means for your customers and create a strategy to help them succeed.

Education 59

Education Accountability Customer retention Journey mapping 59

Nicereply

MAY 16, 2023

It’s the first step in building trust and loyalty, and it’s a key driver of customer satisfaction and retention. In fact, companies with a strong onboarding process can improve customer retention by 50%. If you can, please take a moment to fill out our survey.

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Upselling Feedback Best practices Personalization 52

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Yea, I can answer that.

Finance 61

Finance SaaS Education Customer retention 61

Nicereply

JANUARY 14, 2021

The only certain thing is how most business owners, growth strategists, and start-up founders, are well aware of the significance of customer retention. reports that a surge in customer retention by 5% can increase the company’s profitability by 95%. You can’t bring back customers with random discounts.

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Brand ambassadors Customer retention Government Upselling 75

inmoment

JULY 22, 2020

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Strategy #2: Multichannel Listening.

Multichannel 52

Multichannel Customer retention Feedback Contact Center 52

Joe Rawlinson

JANUARY 31, 2018

According to a recent HubSpot survey, 47 percent of consumers said they digest three to five pieces of content before making a buying decision. Conduct Webinars to Answer Questions in Real Time. It’s hard to compete in business without the ability to always have face-to-face customers interactions.

Marketing 83

Marketing Education Morale Advertising 83

ProProfs Blog

JANUARY 9, 2020

You can divide the number of customers at the end of a financial year by the number of customers at the start of the year to find out the customer churn rate. . Decreasing the customer churn rate by even 5% can lead to an increase in profits by 25% to 95%.” – Harvard Business School.

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Customer retention Customer Support Marketing Education 130

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Emotional bonds create lasting relationships for growth and customer retention.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

inmoment

JULY 29, 2020

Today’s conversation focuses on that very theme: how can brands deepen relationships with existing customers to drive better experiences and create a positive impact on the bottom line? The following three strategies can help organizations achieve deeper relationships with customers: Creating Support Team Consistency.

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Multichannel Surveys Customer retention Feedback 52

ClientSuccess

JANUARY 10, 2020

It can be daunting to ask customers for their opinion or their take on any customer experience, but this is honestly one of the only ways your team can confidently grow knowing your customers are enjoying their vendor experience. Webinar: Why Continuous Onboarding is Critical for Your Business.

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Best practices Metrics Feedback SaaS 65

ClientSuccess

NOVEMBER 22, 2022

However, it’s important to remember that this is only one aspect of understanding your customers. This includes surveys, focus groups, social media monitoring, and more. Only by gathering as much data as possible can marketers truly create messaging, positioning, and product strategies that resonate with their customers.

Marketing 69

Marketing Education Feedback Surveys 69

ClientSuccess

JANUARY 10, 2020

It can be daunting to ask customers for their opinion or their take on any customer experience, but this is honestly one of the only ways your team can confidently grow knowing your customers are enjoying their vendor experience. Webinar: Why Continuous Onboarding is Critical for Your Business.

Best practices 64

Best practices Metrics Feedback SaaS 64

Totango

AUGUST 11, 2022

Customer satisfaction and feedback surveys. 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. Live chat and chatbot conversations. Tutorial viewing.

SaaS 105

SaaS Journey mapping B2B Feedback 105

ChurnZero

OCTOBER 28, 2021

To help us continue to learn and grow, ChurnZero, ESG, and Higher Logic, invited CS leaders to participate in a survey for the second year in a row, to share their experiences of where they fit within their organization and the influence they have. During the webinar, we covered: How to benchmark your team against others in the industry.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ChurnZero

JANUARY 22, 2021

If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Totango

OCTOBER 6, 2020

Customer advocacy is an incredibly effective way to build loyalty towards your enterprise, and data-driven customer success is essential in making that happen. Some of the central techniques used by customer success teams to perform this duty include: Creating open communication channels geared towards constructive feedback.

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Customer Support Customer advocacy Construction Enterprise 105

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. B2B Customer Journey Touchpoint Mediums.

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B2B Journey mapping SaaS Engineering 115