Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. How to Calculate 6 Key Customer Success Metrics.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Personalized Offers Lead to Loyal Customers. Shocker, right?

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

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. MW: And once you have that foundation, I highly recommend creating a customer communication calendar. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

ChurnZero

MAY 3, 2019

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. After all, it takes five times more effort to land a new customer than to retain an old one. Relevant metrics related to product usage.

Customer Retention 75

Customer Retention Strategy CRM Customers 75

Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Use Data-Driven Communication.

Communication 71

Communication Engagement Net Promoter Score Competitive Advantage 71

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

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!

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

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? Who are you talking to?

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

Gainsight

JUNE 26, 2024

To nail this down, you need to get up close and personal with your customers’ business processes and challenges. Focusing on the customer’s needs and aligning your strategy with their overarching business metrics is essential to defining customer value. Spoiler: It’s all about the metrics.

Self Service 52

Self Service Metrics Customer Success Measurement 52

GetFeedback

SEPTEMBER 24, 2019

Marketers are usually tasked with brand building, lead generation, and customer communications. B2B marketing expert Chris Ryan of Fusion Marketing Partners advises that, instead of just dealing with problems, CX could help marketing identify highly satisfied customers and “look for chances to make heroes out of your customers.”.

How To 150

How To ROI Policies Analysis 150

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! So, the Customer Success team today at most orgs is a very poor steward of the customers’ needs and experience. Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid.

Roadmap 52

Roadmap Customer Success Feedback Report 52

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Feedbackly

MARCH 1, 2024

It looks at a deeper form of engagement between the customer and brand where communication and interactions are driven by customer sentiments. The Emotional Value Index (EVI) is a metric designed to measure and evaluate EX. With each emoticon given a weighted average, calculating EVI is as simple as any other CX metric.

Trends 59

Trends Metrics Policies Brands 59

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

Resources 52

Resources Customer Retention B2B Customer Success 52

Totango

FEBRUARY 28, 2020

These actions are the way we personalize our service to meet the demands of our customers. Building a comprehensive strategy around this idea of informed intervention requires a commitment to: Following customer behavior. Analyzing customer success metrics. Anticipating customer need . Nurturing customer growth.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

ChurnZero

SEPTEMBER 8, 2022

Typically, CSMs onboard customers 1:1 in the early stages of company growth. Online communication and project management tools like Asana help, but they are still part of a manual 1:1 approach to onboarding. Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

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.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

JUNE 8, 2022

Unfortunately, the pressure is often put on the shoulders of a CSM if a customer was oversold or promised something from sales that the product cannot deliver, which can lead to an unfortunate customer experience. Follow a consistent level of communication that works for the customer. . Want to learn more?

Tips 52

Tips Return on Investment Effort Score Customer Retention 52

Totango

OCTOBER 6, 2020

After these interactions, clients should leave with a reliable solution to their problem and a positive perception of the organization, two things that reliably raise satisfaction metrics. . Surveying customers to understand how they can best be supported. webinars, training, etc.)

Customer Success 108

Customer Success Customers Measurement Communication 108

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 98

Customer Success Effort Score Self Service Tools 98

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

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.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

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.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ChurnZero

JUNE 12, 2020

What Processes and Metrics does Customer Success Operations Build? One of Customer Success Operations main responsibilities is building repeatable processes for: Customer Success Operations also sets performance metrics for these processes to measure their effectiveness and guide their continual improvement.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

Totango

JULY 21, 2020

Through constant, customized communication, reviewed and honed business goals, and a platform that collects data and makes it actionable, your Customer Success team can lead you through this once-in-a-generation challenge. Evaluate Your Customers’ Exposure. Revisit Customer Goals. Communicate and Provide Value.

Company 65

Company Effort Score Communication Customer Retention 65

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.

Customer Success 64

Customer Success e-support Software Trends 64

Totango

SEPTEMBER 24, 2020

Customers seek out your product as a solution to a problem and a path to growth, and your ability to deliver on that promise, right from the outset, is key to ensuring they stay satisfied and continue growing their relationship with you through repeated renewals and upsells. Customizing Communication and Offers.

How To 78

How To Customer Success Customer Journeys Customers 78

ProProfs Chat

JANUARY 9, 2020

This leads to loss of customer interest in weeks, months or years down the lane. Some ways to reduce customer churn include: Be proactive in communication with customers. Effective customer communication and support are the best ways to tackle this. #2. Offer incentives. Ask for feedback . #3.

Customer Retention 86

Customer Retention Multi-Channel Video Customers 86

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Customer Success 52

Customer Success Effort Score Self Service Tools 52

BirdEye

MARCH 24, 2023

The objective of any marketing strategy development is to identify consumers in need of products or services the company offers and the efforts to initiate communication with those customers and build relationships that lead the consumer to buy that product or service.

Return on Investment 77

Return on Investment Social Media Sales Metrics 77

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Customer Engagement 112

Customer Engagement Customer Journeys Engagement Strategy 112

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Effort Score Communication Customer relationships 63

ChurnZero

DECEMBER 29, 2020

How To Nail Implementation and Customer Success Handoffs. As a critical cog in customer onboarding, implementation can cause a domino effect of delays and bad impressions if they don’t effectively communicate with Customer Success to transition customers. 6 Dos and Don’ts for Improving Your Customer Onboarding.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

SurveySensum

APRIL 1, 2024

It is these qualities, communicated effectively and honestly, that can elevate a startup to become a respected and successful brand in the eyes of its target audience. Why is Customer Trust Important for Startup Brands? Customer trust is an indispensable asset for startup brands, forming the foundation for customer retention.

Brands 52

Brands Case Study Social Media Feedback 52

ChurnZero

JUNE 14, 2019

Sometimes as CSMs we are focused on looking for customers who are underutilizing the system. If the goal of the Play is to communicate with your customer, you have some options. Upcoming Webinar. Companies work hard to attract and win their customers. Customer Success Around the Web. Tailor the message.

Customer Success 65

Customer Success Customer Retention Customers Metrics 65