ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. If you’re considering the role yourself, check out our eBook, The Future CCO , for firsthand advice from industry leaders on what it takes to become a CCO. .

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

Customer Success 71

Customer Success eBook Sales Resources 71

ClientSuccess

OCTOBER 8, 2019

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. Your sales team will tell you: getting new customers can be difficult. Tip: Struggling with improving your customer retention?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ClientSuccess

NOVEMBER 22, 2022

If you don’t have your customer success, marketing, and sales teams combined in the same way, be sure to have a consistent cadence of meetings to keep alignment always top of mind as a core piece of your goals. So how can you ensure that your customer focus drives value for your brand?

Customer Success 69

Customer Success Strategy Marketing Social Media 69

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. dence to own their role in the customer relationship. Customer Success Around the Web.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Think Customers

DECEMBER 13, 2021

Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy. Consider adding Voice of Customer (VoC) , analytics , interviews, and polls to your arsenal of feedback tools. What additional expertise and capabilities do you need to overcome these challenges?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

PeopleMetrics

APRIL 15, 2016

Just don’t lose sight of what your customers want. That sort of customer focus is another reason why ongoing customer feedback management is so important. It keeps your company’s people in tune with customers and their objectives. You can also check out the ebook below. That means you’ll have to make compromises.

Customer Experience 48

Customer Experience Wireless eBook Social Media 48

ChurnZero

JANUARY 15, 2021

The Zoom meeting bar is rising, so Customer Success leaders should be helping their teams prepare to look and sound their best from home, even if their “office” is a utility closet! Customer Success will shift from product- to customer-focused strategies. Bigger budgets for Customer Success.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ChurnZero

MARCH 13, 2020

Looking at the inverse, if you use QBRs as a customer PIP to bring up past issues, you’ve waited too long. Proactive course-correction fuels customer retention. At ChurnZero, here are a few customer events that we track and act on immediately : Negative (red-flag) events: Data exports. Customer Success Around the Web.

Metrics 59

Metrics Consulting Customer Success Return on Investment 59

Verint

OCTOBER 24, 2017

In a study by Aberdeen Group, companies who used an online community experienced greater year-over-year customer lifetime value, customer retention rate, website conversion rate, and annual company revenue. The benefits of an online community are clear, and the time to get started is now.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. up to a 5% reduction in customer churn. 20% of customers were more likely to extend their contract.

CEM 40

CEM Strategy Insurance Abandon Rate 40

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Michel Falcon Experience

JULY 17, 2015

Learn 28 strategies for improving your company’s customer experience today by reading my free ebook. Was I able to clearly define customer service and customer experience for you? If so, I guarantee you will learn 28 other customer experience strategies for your business in this FREE ebook.

Industry 60

Industry eBook Employee Experience Wireless 60