TechSee

APRIL 3, 2018

With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base. The churn rate is calculated by dividing the number of customers lost by the total number of customers. The price of a high customer churn rate.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

ECXO

NOVEMBER 25, 2024

Assess Strategic Alignment: The Backbone of Decision-Making The first and most crucial filter for evaluating feedback is determining how well it aligns with your company’s strategic goals. Instead, it studied data from multiple sectors, realizing that an API enhancement would benefit its global customer base.

Feedback 391

Feedback ROI Roadmap Analytics 391

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). building advocacy

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Retently

MAY 31, 2024

As your company begins to take off and gain momentum, it’s very tempting to think about scaling the technical side of the business. The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. to handle problems as they arise.

Customer Success 147

Customer Success Management Net Promoter Score Feedback 147

Totango

OCTOBER 2, 2020

By carefully tracking customer data and proactively engaging with your customer through direct communication, you can understand exactly how your customer is being impacted and build a successful digital relationship with them. Providing Value Is Key to Retaining Customers During an Economic Downturn .

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

Totango

APRIL 28, 2020

One especially important facet of planning for the unexpected inevitable is customer retention. In difficult, uncertain times, attracting new customers becomes exponentially harder as budgets tighten and priorities shift. As such, it is critical to: Digitally engage with your customers at all levels.

Customer Retention 112

Customer Retention Strategy Course Customers 112

eglobalis

DECEMBER 4, 2024

CX Drives Innovation in Product and Service Design CX professionals play a critical role in gathering and interpreting customer feedback and data, which informs and help create product and service innovations. Example: Microsoft relies on its customer success teams to gather feedback on its Azure platform.

B2B 320

B2B Culture Government Innovation 320

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? Why customer service teams should care about retention.

Customer Retention 117

Customer Retention Effort Score Self Service Measurement 117

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. Then put it under categories like customer acquisition, customer retention, cross-sell and up-sell, cross-savings, etc.

Tips 370

Tips ROI Metrics Touchpoint 370

Help Scout

JANUARY 27, 2022

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

Customer Success 124

Customer Success Tools Strategy Customer Retention 124

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. This is shocking. Train to Listen.

Customer Retention 97

Customer Retention Strategy Knowledge Base Chief Customer Officer 97

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. It demonstrates how fast a company is growing.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

InMoment XI

NOVEMBER 25, 2021

In the world of customer experience, predictive modelling means using data to predict the future needs, wants, and behaviours of your customers and employees. My name is Ton Luijten, and I’m a Customer Success Director for InMoment, as well as the Data Science Lead for the APAC region.

Case Study 370

Case Study eBook Exercises Customer Retention 370

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture. But the change didn’t stop there.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans.

Customer Success 126

Customer Success Management Metrics Effort Score 126

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 89

Customer Retention How To Net Promoter Score Effort Score 89

Totango

FEBRUARY 9, 2022

Other factors include the customer’s financial situation, their perception of the value they derive from their subscription, how easy it is for them to renew their subscription and whether they’re considering any competing products. Companies can increase the likelihood of renewal by taking steps to address these potential barriers.

Customer Retention 97

Customer Retention Tools Software Financial 97

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. High Customer Retention and Growth.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Adding training and support materials that address your customers’ goals.

Customer Retention 92

Customer Retention e-support Analysis Customers 92

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Success 118

Customer Success Management Guidelines Customers 118

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time, it is also what most companies are missing. How do you take action on customer experience? Listen to your customers. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

OCTOBER 9, 2024

Here’s a guide on how companies can approach this critical decision-making process and why not every request is actionable. Evaluate the Strategic Alignment The first and most crucial step is to assess how the feature request aligns with the company’s overall business strategy. Will it open new market opportunities?

Feedback 441

Feedback ROI Innovation B2B 441

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Resources 98

Resources Customer Success Handbook eBook 98

Totango

OCTOBER 12, 2022

Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . With the potential for churn dramatically increasing, customer success is a key priority. Leading the charge. Expert collaborators.

Customer Success 113

Customer Success Culture Survey Customer Journeys 113

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Email the Customer.

Customer Success 95

Customer Success Net Promoter Score Self Service Customer Retention 95

Totango

MAY 19, 2021

Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. There are plenty of options available on the market, but how do you decide which one to choose and which features are the most vital for your company? Customer 360. Customer Retention.

Customer Success 109

Customer Success Analysis Customer Retention Meeting 109

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Success 109

Customer Success Customers Measurement Communication 109

Joe Rawlinson

MARCH 8, 2023

All too many companies spend much of their energy and budgets on customer acquisition without investing sufficiently in customer retention. Now that you have customers, can you keep them? Help Customers to Succeed Why do customers support your business? Do you have a customer success strategy ?

Customer Retention 78

Customer Retention Tips Course Customers 78

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Customer Success 115

Customer Success How To Customer Journeys Brands 115

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same?

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

Customer Success 98

Customer Success B2B Customer relationships Customer Retention 98

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 104

Customer Success Customer Centricity Customer Satisfaction B2C 104

ChurnZero

NOVEMBER 9, 2021

Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? It’s vital to customer retention.

Company 97

Company Customer Experience Survey Customer Retention 97