ChurnZero

FEBRUARY 23, 2021

Think customer health scores are only good for calculating renewal likelihood? How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? During the webinar, we cover: Who uses customer health scoring. The true impact of customer health scores.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

Totango

APRIL 28, 2020

A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time.

Customer retention 111

Customer retention Enterprise Accountability Technology 111

CustomerSuccessBox

JANUARY 31, 2022

S/he typically has a deep understanding of your solution and its benefits, understands the value and impact of ROI. What to do when the Executive sponsor change? Over the past few years, you’ve spent a significant amount of time and energy building a relationship with your Executive Sponsor on your account.

Upselling 52

Upselling Accountability SaaS Best practices 52

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Technology 100

Technology Customer centricity Enterprise Surveys 100

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most.

SaaS 98

SaaS Customer centricity Accountability Education 98

CSM Practice

MARCH 13, 2020

An executive sponsor or champion is a critical asset for successful and organization-wide solution deployment and adoption. Executive sponsors leverage their deep understanding of the organization’s ecosystem to support your platform’s selection and implementation despite other alternative solutions. Set Clear Expectations.

SaaS 82

SaaS Best practices Enterprise Accountability 82

CustomerSuccessBox

NOVEMBER 16, 2021

What is a Playbook? That is what playbooks fundamentally are. What is a Customer Success Playbook? Customer Success Playbooks are a specified list of activities (they can be reactive, proactive, or best practices) to complete a task to be carried out by Customer Success Managers (CSMs).

Metrics 52

Metrics Accountability Upselling B2B 52

Amity

SEPTEMBER 25, 2017

The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. Can you tell us about your responsibilities at HelloSign?

B2C 0

B2C SaaS Accountability B2B 0

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Technology 86

Technology Customer centricity Enterprise Surveys 86

CSM Practice

JUNE 4, 2021

How do you know if your customer success team’s initiatives are truly working and which of them are not? Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. .

SaaS 52

SaaS Upselling Metrics CRM 52

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Management 59

Management Feedback Sales SaaS 59

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. To build an easy to use IVR that helps your customers follow these five tips!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

CustomerSuccessBox

OCTOBER 23, 2018

Renewal rates are the lifeline of any SaaS company. The growth of any SaaS business not only depends on new customers but also the renewal rate. High renewal rates provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. Understand your customer.

SaaS 72

SaaS Upselling Accountability Customer Experience 72

Call Experts

MARCH 18, 2020

Without much preparation, many people are abruptly having to adjust to new ways of operating, managing and planning for life. We are all asking ourselves, “now what are we supposed to do every day?”. . Are you worried about how you can keep your children occupied while also maintaining a productive work from home schedule?

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

ChurnZero

MAY 3, 2019

The following is a guest blog post by Sam Makad. . If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. But loyal customers don’t just appear out of thin air.

Customer retention 75

Customer retention CRM Upselling Sales 75

ChurnZero

JANUARY 3, 2020

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind. What does this mean for your team?

SaaS 64

SaaS Metrics Engineering Feedback 64

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. through 2022.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind? And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers.

Accountability 75

Accountability Metrics Education Marketing 75

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Upselling 52

Upselling SaaS B2B Metrics 52

CustomerSuccessBox

NOVEMBER 23, 2021

Faced with the ever-growing offer of products and services, customers are increasingly volatile. Indeed, with a few clicks, a customer can decide to buy a product from another company. For this reason, the issue of customer loyalty turns out to be unavoidable. But what are the methods and the challenges of this loyalty?

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter. Net Promoter Score (NPS).

Customer retention 63

Customer retention Metrics Surveys Customer effort 63

JustCall

APRIL 22, 2022

Good customer experience reaps positive word of mouth and is a key factor in whether customers choose to buy from you again or renew. However, customer support can be a game of hits and misses unless you have the right guidance. Customers remember negative experiences more than positive ones . – Sally Gronow.

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52

Amity

FEBRUARY 8, 2018

Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Customer Success started at Uber Eats, where it is now, and where it’s headed in the future. I was at Q4 Inc. I was at Q4 Inc.

Accountability 71

Accountability Metrics Feedback Enterprise 71

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Education Upselling SaaS 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

Amity

SEPTEMBER 25, 2017

The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. Can you tell us about your responsibilities at HelloSign?

B2C 60

B2C SaaS Accountability B2B 60

CustomerSuccessBox

JULY 25, 2019

Having the right onboarding process can change several things for your company. Customer onboarding has several other advantages: Customer onboarding experience is almost wholly in the hands of the customer success team. The customer has a positive mindset and is ready to follow all your instructions.

Upselling 79

Upselling Accountability Personalization SaaS 79

Education Services Group

MAY 11, 2018

Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. We see two options: Max out overhead by hiring additional full-time CS managers.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

ChurnZero

JUNE 28, 2019

4 Customer Success Lessons That You Can Learn From Playing Tetris. But what could it possibly have to do with Customer Success? Continue reading to discover the four lessons that Customer Success practitioners can learn from this well-aged classic game. I’ve never considered myself a gamer.

B2B 49

B2B B2C Entertainment Customer advocacy 49

aircall

JUNE 7, 2021

That means building the best sales compensation model you can to incentivize your sales professionals. But your sales compensation plan can’t just be a fixed structure of incentives. It has to evolve with your business so reflects your growth strategy and business goals. . What is a sales compensation model?

Sales 62

Sales Finance Accountability Best practices 62

Solvvy

AUGUST 31, 2022

There are lots of theories about what influences consumer’s purchasing decisions, including the theory that 95% of purchasing decisions occur in the subconscious. Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments.

Surveys 62

Surveys Benchmark Feedback Customer Support 62