ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Provide valuable customer insights to inform product development, marketing campaigns, and sales strategies. Foster a culture of customer-centricity throughout the organization. training, conferences) Wellness programs (e.g.,

Customer Success 52

Customer Success How To Insurance Culture 52

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

Totango

MAY 17, 2024

A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle.

Innovation 101

Innovation Call Recording Conference Customer Success 101

Call Experts

JULY 17, 2019

Customer experience must always be a focus for your company. Every business needs a loyal customer base for uninterrupted growth. When customers are confused or underserved, it causes an immediate loss of revenue. Understanding the customer lifecycle is important. . Summer HR Conferences. Free your Phone!

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. Unit economics can become your most powerful weapon to rapidly scale your customer base. The most important feature that you’ll build is the one that signs up the next customer.” saastrannual.

Customer Success 95

Customer Success Conference B2B Sales 95

Retently

JANUARY 25, 2023

Announced during the Annual Worldwide Developers Conference in June 2020 but rolled out starting with iOS 14.5 With the CAC going up and increasing competition, ecommerce marketers were forced to put customer retention strategies up front. What do privacy updates mean to the industry?

Ecommerce 31

Ecommerce Loyalty Programs Advertising Loyalty 31

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. You need a diverse team to be able to serve a diverse customer base. . If you do not have a diverse team, you will not meet the diverse needs of your customers.

Customer Success 59

Customer Success Conference Tips Metrics 59

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

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Education Services Group

DECEMBER 21, 2021

Teacher Term: Parent/Teacher Conferences. The EBR (or Quarterly Business Review /QBR as some refer to it) is nothing more than a meeting with your customer to review progress and demonstrate value. CS Term: Handling tricky customers. Your mind might immediately panic thinking that you haven’t worked with customers.

Customer Success 52

Customer Success Customer Journeys Conference Metrics 52

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Gainsight

OCTOBER 7, 2019

In the last 12 months, we booked a ton of new customers and expansion deals, we’ve dramatically accelerated our product, grown our global employee base by 23% (now 668 Gainsters worldworldwide), our R&D team grew by 26% and is now a team 255 gainsters, and we hosted a sold-out conference for more than 5,000 people.

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13

BirdEye

APRIL 7, 2023

Customer retention rate As much acquisition is important, retention is cheaper and more substantial in the long term. It’s easier to retain customers than to acquire new ones. This value over the number of customers you had at the beginning of the period gives you the retention rate.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

PeopleMetrics

APRIL 28, 2015

conference organized by MoSA. Customer loyalty and customer retention are at risk. In the consumer and commercial banking space, the surrounding environment consists of the market, as well as your bank's present and future customers. This, after all, is the true definition of customer centricity).

Banking 48

Banking Customer Experience How To Financial 48

Experience Matters

APRIL 7, 2015

Our consultants have helped customers to achieve successes such as: Recommendation rate driven to 94 percent, 30+ percent increase in NPS®, 90 percent renewal rate, and 96 percent low or very low Customer Effort Score. and Harvard Business Publishing, were honored at the conferences 2014.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

BirdEye

MARCH 24, 2023

For example, if you email customers monthly snapshots of their results, include a social media sharing button or link that allows them to share those results with their followers on LinkedIn. Advertising Advertising can increase brand visibility and grow your customer base. A successful strategy requires proper metrics.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

ChurnZero

DECEMBER 20, 2019

Sales teams receive compensation at the beginning of a customer journey and tend to be less invested in the longer-term outcome. It is important to align the goal of long-term customer retention across the company as it is the crux of continuous company growth. Sales and CS collaborations create “pods” of sales.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

ChurnZero

SEPTEMBER 25, 2020

Customer feedback is typically prioritized based on influential factors such as contract size, strategic accounts, and upcoming renewals. As a business, you can’t ignore revenue, but you also don’t want to discount customers based solely on size. Customer Success Around the Web.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

SurveySparrow

APRIL 23, 2023

Networking and Industry Events Participating in trade shows, conferences, and other industry events to connect with potential leads, showcase your products or services, and collect contact information. Lead generation is essential for businesses to grow and expand their customer base.

B2B 52

B2B Marketing Social Media Advertising 52

Education Services Group

JANUARY 25, 2023

And so, I did a panel talk at a conference, and they’re like, “how do I get a seat at the table?” Q: Early on in the conversation, you talked about data, isn’t that incumbent upon the CS leader to get into place instrumentation for the data, what’s going on in the customer base, and the tools for execution?

Sales 52

Sales Customer Success Conference Data 52

Education Services Group

MAY 11, 2018

Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. While attending this year’s Gainsight Pulse Conference, the significance of human-touch was made clear across the board.

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

Ian Williams

MAY 13, 2016

Over the past few years, there has been quite a bit of discussion about the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014.

Comparison 40

Comparison Course Customers Conference 40

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

FEBRUARY 2, 2024

Companies engaging their customers with up-to-date product information and success content are reducing churn, decreasing support costs, and improving customer satisfaction. In short, customer training leads to customer retention. You will very quickly begin to see a more informed customer base.

Training 52

Training Course Consulting Software 52

SmartKarrot

JULY 27, 2022

Drive organizational process improvements for a world-class customer experience. Influence cross-functional business units to drive operational excellence and customer satisfaction. Represent Branch at relevant regional conferences and events.

Customer Success 19

Customer Success Leadership Conference Sales 19

Amity

AUGUST 5, 2016

"The only constant in Customer Success, really, is change." " How has your user base changed since you started at Achievers? Initially, our customer base was primarily made up of mid-market Canadian companies, and we’re so proud of that, being a Toronto startup. But like I said -- a LOT of meetings!

Customer Success 48

Customer Success Culture Customers Meeting 48

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Customer Success 0

Customer Success Customers Metrics Sales 0

SmartKarrot

JUNE 4, 2020

How does the upselling or cross-selling help in customer retention? Clearly, through building more business with your customers you are spreading the customer footprint in your company. And with more elaborate presence, retention becomes natural. Organize conferences and events.

Tips 10

Tips Marketing How To Customer Retention 10

SmartKarrot

MAY 10, 2021

Work with customers to quantify business value and ROI, solidifying the value of the platform to the organization. Develop domain expertise in our key verticals through deep customer collaborations, general research and attending industry events/conferences.

Customer Success 10

Customer Success Roadmap ROI Customers 10

RapportBoost

DECEMBER 10, 2018

According to research from Aberdeen, companies who provided an Omni-channel customer experience achieve a 91% higher year-over-year increase in customer retention, compared to organizations who don’t. There are many channels and customers often have strong preferences. Why does this matter to us? And in Comm.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

SmartKarrot

OCTOBER 13, 2022

Most people believe the process is over once they’ve acquired a customer. Nowadays, businesses are experiencing hyper-growth by selling to their current customer base as acquiring new customers becomes more challenging and expensive. Maintaining or increasing retention is a CSM’s top priority.

Customer Success 10

Customer Success Management B2B Sales 10

Gainsight

MAY 13, 2020

We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. Visibility to gain a common view of the customer. How to find pockets of expansion in your customer base.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Bold360

DECEMBER 1, 2016

. “The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM! CRMs are under-utilized for customer retention. That being said, the vast majority of CRMs are perfectly suited towards customer retention. Oren Greenberg.

Software 40

Software Customer Experience Company CRM 40