ClientSuccess

SEPTEMBER 26, 2019

eBook: The Ultimate Guide to SaaS Customer Success Metrics. The post 5 Effective Customer Retention Tips to Implement appeared first on ClientSuccess. For additional insights, download one of these valuable resources: Webinar: Why Continuous Onboarding is Critical for Your Business. Toolkit: Churn Management Toolkit. .

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

ClientSuccess

AUGUST 17, 2022

But, the longer a customer is in a partnership with an organization, the more likely they will get to know your team, product, and company and build a loyal relationship. . Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

Playvox

FEBRUARY 13, 2023

It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. With a full investment in quality management, your customer support center can keep KPIs, customer retention, and revenue on track and become a mainstay of customer experience.

Contact Center 78

Contact Center How To eBook Multi-Channel 78

Beyond Philosophy

JANUARY 23, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. All attendees will receive a discount code for 50% off the eBook.

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CEM How To eBook Study 60

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? Happy customers have a personal bond with their vendor organization and their CSMs.

Loyalty 78

Loyalty Roadmap eBook Customer Retention 78

ClientSuccess

JULY 20, 2021

Customer retention is the responsibility of more than just the CSM team. Even though CSMs are responsible for the daily management and ongoing success of customer accounts, retaining and, to some degree, growing these accounts should be the responsibility of an entire organization. Want to learn more?

Measurement 69

Measurement Customer Retention eBook Resources 69

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ChurnZero

FEBRUARY 11, 2022

As a customer success leader, you want to be the one who engages with customers more than any other executive in the room. Having a direct and open line of communication with customers allows you to act as their proxy when discussing related matters with leadership. Make a recommendation.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

ClientSuccess

AUGUST 10, 2022

Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. But how do you know which KPIs truly measure things like customer sentiment, customer health, and, of course, customer retention? eBook: Ultimate Guide to Customer Success Metrics.

Customer Success 78

Customer Success eBook NPS Metrics 78

ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Learn more about building customer loyalty in this ebook. Why Follow the Golden Rule?

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Customer Success eBook Loyalty Conference 80

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

ClientSuccess

DECEMBER 5, 2022

finding and managing a core customer base. With the right strategies, you’ll be able to create a profitable and successful customer journey that ensures customer retention and satisfaction. eBook: 5 Ways to Surprise & Delight Your Customers. Think About Your CAB’s Charter. Happy CAB-ing!

Tips 87

Tips Customer Success eBook Social Media 87

ChurnZero

MARCH 3, 2022

Top five Customer Success resources brought to you by ChurnZero 1.) How to crush SaaS customer onboarding: a roundup of expert advice SaaS onboarding makes or breaks your customer retention. That’s what we set out to ask the Customer Success experts. It’s a learn-or-churn, adopt-or-get dropped experience for users.

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Resources Customer Success Handbook eBook 52

Clarabridge

AUGUST 10, 2017

Talk with your leadership team members one-on-one about the value of customer experience management. Use your research to show them the revenue and customer retention gains associated with great CX. The post How to Become the Perfect Customer Experience Champion appeared first on Clarabridge. Find a supporter.

Customer Experience 49

Customer Experience How To eBook Contact Center 49

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

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Chief Customer Officer Customer Success Leadership Customer Retention 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

SEPTEMBER 22, 2023

Put yourself in your customers’ shoes: Are you more likely to buy a product from a company you know has your back (via customer training) or one that’ll onboard you and then leave you out to dry with a traditional help center and occasional webinar? Thought Leadership Think of any well-established company.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

ClientSuccess

JUNE 22, 2022

With strategies to build trust and communication working hand in hand, CSMs can confidently work towards building long-term, retention-based relationships with customers. Building customer loyalty doesn’t happen overnight, which is why we have the resources and tools you need to succeed. Toolkit: How To Build Customer Loyalty.

Loyalty 52

Loyalty eBook Customer relationships Customer Retention 52

ChurnZero

NOVEMBER 9, 2021

For those who are behind or stuck, it’s important to make customer onboarding improvements to help identify and manage possible escalations. These might come up either internally with leadership or externally with customers and their executive sponsors.

Tips 52

Tips eBook Customer Retention Feedback 52

ClientSuccess

NOVEMBER 15, 2022

This means going beyond the typical customer service script and getting to know your customers on a personal level. Here are five customer retention strategies that will help you succeed: 1. Understand Your Customers’ Goals and KPIs. eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 74

Customer Success Culture eBook Social Media 74

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

ChurnZero

MARCH 3, 2020

Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR. The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is planning on hosting twenty-four RYG Leadership Hour events in 2020.

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Conference Customer Success Chief Customer Officer Return on Investment 72

Playvox

SEPTEMBER 30, 2022

A 2022 Salesforce report showed that 88% of both consumers and business buyers said their experience mattered as much as a company’s products did, making your team a critical part of the customer experience — and customer retention. Showcase Your Customer Support Team Progress. What are they unhappy about?

Contact Center 67

Contact Center eBook Report Tips 67

ClientSuccess

JUNE 13, 2017

In this first blog of a two-part series, we will explore 4 major calculations (that can also be found in our latest ebook) for determining customer health, which can be thought of in pairs of two, with each set containing a “positive” measurement and a “negative” measurement. Customer Churn Rate. Customer Retention Rate (CRR).

Measurement 43

Measurement eBook Metrics Customer Retention 43

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Sales teams receive compensation at the beginning of a customer journey and tend to be less invested in the longer-term outcome.

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Customer Success Chief Customer Officer ROI Sales 61

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. Communicate with your team like you want them to communicate with your customers. The moral of the story.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

ClientSuccess

JANUARY 12, 2021

This past year was all about flexibility, pivoting, and delivering value to customers above all else. CSMs truly went above and beyond for their customers to ensure value, as customer retention meant more than ever. Webinar: Delivering Customer Success at Scale. 2021 is not the year to go back to ‘before’.

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Customer Success Customer Journeys eBook Customer Retention 53

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

Quadient

OCTOBER 1, 2021

Aspire’s most recent research found that in the wake of COVID-19, enterprise focus shifted from customer acquisition through marketing toward improving customer retention by prioritizing digital communications and superior experience. CMOs will drive customer obsession at their firms. Customer Experience.

Customer Journeys 52

Customer Journeys Trends Customer Experience eBook 52

ClientSuccess

APRIL 30, 2019

Customer Retention Rate/Customer Churn Rate. Customer Retention Rate (CRR): The percentage of customers retained over a given period of time. This is also referred to as “Logo Retention”. Customer Churn Rate: The percentage of customers that are lost (i.e. There you have it.

Financial 46

Financial Metrics Customer Success eBook 46

ClientSuccess

DECEMBER 20, 2018

The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Retention Rate/Customer Churn Rate. To learn the formulas and definitions from above download our eBook called The Ultimate Guide to Customer Success Metrics. Revenue Churn Rate (Gross and Net).

Customer Success 49

Customer Success Customer Journeys Strategy eBook 49

ClientSuccess

NOVEMBER 22, 2022

Our team of experts is ready and waiting to partner with you to create a stellar marketing or customer success plan that drives growth. You can learn more about implementing customer retention efforts with these additional resources from ClientSuccess: Webinar: Customer Marketing Programs to Nurture Your Customers and Develop Advocates.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

ClientSuccess

MAY 8, 2019

There are a number of reasons why customers don’t pay their invoices but any customer that is more than 30 days past due for paying their invoice should be considered at risk on some level. The top customer success healt metrics. These metrics were provided by leaders who attended the CS100 Summit for Customer Success Leaders.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

Gainsight

DECEMBER 15, 2023

Check out new ebook, How to Speak CFO: Real-World Tips for Communicating the ROI of CS the Budget Hawks of Your Business To dig deeper into this topic, Remco de Vries, VP, Global Demand Generation, Gainsight, recently sat down with Rav Dhaliwal, Investor, Board Member, Venture & Limited Partner at Crane Ventures.

Tips 52

Tips Leadership Sales Call Recording 52

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Case Study eBook Exercises 56

ClientSuccess

JANUARY 10, 2018

Departments throughout your organization rely on customer retention to not only pay the bills, but more importantly, to make their time and efficiency count towards your company’s higher mission. Ultimate Guide to SaaS Customer Success Metrics. Blog Posts: The True Cost of Customer Churn – Part 2.

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eBook Customer Success Resources Leadership 40