ECXO

DECEMBER 4, 2024

Transactional Business Models SaaS companies operate on a subscription-based model, where the focus is on the long-term retention of customers. The customer success area plays a significant role in reducing churn rates by ensuring continuous customer satisfaction and product usage.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

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. Any suggestions for how to automate outreach when adoption/usage metrics must be collected manually? Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

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. Top 5 Customer Success Webinars of 2018.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . The first step toward any improvement is understanding where your customers are today.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. The scale of your CX program should align with your organization’s resources, goals, and customer base. If your program is too small, it may not move the needle at all.

How To 195

How To ROI Net Promoter Score Measurement 195

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. Customer loyalty is about the emotional relationship a customer has with a brand.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. Your Presenters.

Metrics 40

Metrics Customer Success eBook Culture 40

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Retune your engagement model to reflect the reality of what you and your customer are experiencing right now. And make sure you deeply understand your customer base, what they want and what they need, at this time. .

Communication 127

Communication Strategy Metrics Customer Retention 127

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. 3 Steps to Creating a Renewal Process and Retention in Your Customer Base.

Resources 111

Resources Customer Success eBook Multi-Channel 111

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Current State Purpose: This map reflects the existing customer experience based on how customers interact with your products or services today.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. Your Presenter. Request a ClientSuccess demo.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

CSM Practice

MAY 13, 2020

Customer success managers can summarize all the outreaches they missed, present small business reviews, and communicate essential updates in a five minutes video message. 3. Adjust Your Metrics and KPIs. Tighten the metrics you report on and focus on those that are critical to customer success. Prolong their contract.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

ClientSuccess

AUGUST 31, 2020

Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . The most successful customer success platforms are ones that offer unique solutions and insights for both customer success leaders and customer teams themselves.

Customer Success 105

Customer Success How To eBook Leadership 105

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Totango

AUGUST 13, 2024

As a leader in customer success operations and a CSP implementation veteran, I was thrilled to join Matthew Lind and Jean Nairon on a recent episode of their Spotlight on Customer Success Operations webinar series to share the many tips, tricks, and wand-like strategies I’ve picked up throughout my CS career.

Customer Success 112

Customer Success Data Strategy Tips 112

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. .

Communication 107

Communication NPS Case Study Metrics 107

ChurnZero

DECEMBER 27, 2022

6/ How to transform Customer Success into a profit center with metrics and forecasting. Learn how to emphasize the financial value of your CS team by choosing the right metrics. 7/ In a downturn, focus on existing customers — not potential ones. 1/ Reimagining customer collaboration with Success Centers.

Leadership 90

Leadership Metrics Trends Customer Success 90

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

ClientSuccess

OCTOBER 8, 2019

Success isn’t based on “we think” or “we feel”. It’s based on data. And to get good data, you have to have good metrics in place. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. 1: Customer Retention Rate. 2: Churn Rate.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Integrity Solutions

MAY 12, 2020

That includes focusing on metrics like number of deals, size of deals, trends in deal size, velocity of opportunities, where deals are starting to fail in the pipeline and others. That’s just one of many that show, if you embed sales coaching as part of the culture, it will have a positive impact on both revenue and human metrics.

Sales 121

Sales Strategy Tools Metrics 121

SurveySparrow

APRIL 11, 2021

Lead Scoring: In this, you assign points to leads based on specific parameters. The points are to indicate the leads that are closest to becoming your customers. Based on the points assigned, you will have a clear understanding of what to do with the lead at this point. Have they attended any webinars or demos?

Strategy 98

Strategy How To Effort Score Social Media 98

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

ChurnZero

FEBRUARY 23, 2021

To find out, we invited CSM Practice to share benchmarking data from their recent survey of Customer Success professionals on how they build, maintain, and measure customer health scores. During the webinar, we cover: Who uses customer health scoring. The true impact of customer health scores. Q&A Recap.

Metrics 80

Metrics ROI Customer Success Chief Customer Officer 80

Gainsight

AUGUST 17, 2022

As customers start to make choices about what solutions are right for them, the companies with durable growth strategies will be the ones to endure. Net Revenue Retention is the all-important metric. “ We talked to investors and CEOs who said Gross Retention and Net Revenue Retention are the most important metrics for them this year.

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

ChurnZero

AUGUST 14, 2020

What are the benefits of integrating with Customer Success software? Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Webinar Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. Lessons learned over the last year from the Customer Success community. If you missed the webinar, you can watch it on-demand.

B2B 98

B2B Company B2C Survey 98

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

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

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 115

Customer Engagement Customer Journeys Engagement Strategy 115

Gainsight

FEBRUARY 23, 2021

Before you start patting yourself on the back, take a look at your company’s customer base. You will probably notice a fairly consistent trend over the last year, which is you have many customers who did not expand their relationship with you. So, we’ll be conducting webinars for each of the four areas in the coming weeks.

Metrics 64

Metrics Groups ROI Customer Success 64

Totango

SEPTEMBER 14, 2017

Today we hosted a webinar on Customer Health with our customer, iPerceptions. There has been a TON of interest in this topic which is why we’re calling it Part 1 of our Customer Health series. What is a Customer Health Model? Rule #2 – Create different health profiles for different customer segments.

How To 60

How To Metrics Tips Course 60

InnerTrends

DECEMBER 2, 2019

A critical element for any experiment is to set the correct success metric. Choose winners based on immediate results (first order revenue, average order value) while also monitoring the experiment in the longer term via these other metrics. The question is, which revenue metric? Before you Begin. Lifetime value?

Case Study 105

Case Study Study Metrics Strategy 105

ClientSuccess

JUNE 19, 2019

Correspondingly, these points can be redeemed for sample-size products that cater to the user’s skin type, beauty regimes, and past purchases : an ingenious offer their customers can neither refuse nor ignore. The result: 20% of its core customer base constitutes of loyal customers who spend the most.

Customer Retention 73

Customer Retention Strategy e-support Brands 73

OpinionLab

MAY 15, 2018

The result is feedback that may not truly represent the views of the broader customer base. Assess customer needs across all VoC sources. To understand the entire customer journey, you need to assess customer needs across all VoC sources. Employ a variety of CX metrics to collectively track desired outcomes.

Metrics 79

Metrics Contact Center Measurement Analysis 79

ChurnZero

JULY 26, 2019

To help answer these questions we hosted a well-attended webinar last week to focus on helping you to guide your Customer Success team to more easily lead, prioritize, and manage their book of business in a standardized, scalable manner. How to prep for internal and customer meetings quickly. Upcoming Webinar.

Customer Success 61

Customer Success Management Meeting Course 61