InMoment XI

NOVEMBER 7, 2024

Triggers prompt automated responses, such as sending a thank you email after a purchase, offering a discount to customers who haven’t engaged recently, or delivering relevant content after someone attends a webinar. Personalize at Scale Once you have this in place, you can fully implement your customer experience automation solution.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Education Services Group

SEPTEMBER 4, 2018

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. Your Customer Retention Strategy Relies on CSMs!

Customer Retention 49

Customer Retention Measurement Strategy Management 49

customer sure

JANUARY 20, 2025

You might have the most customer-centric mission statement in the world, but it can be destroyed in a moment by a casual comment which betrays an inauthentic attitude to customers. There are two very simple measures you can introduce to help. Discover how to measure the ROI of CX in our webinars and guides.

Trends 62

Trends Net Promoter Score Analysis ROI 62

Optimove

APRIL 6, 2019

Become an Independent Marketer Webinar. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang. Albina Kehoe.

Data 69

Data Marketing CRM Customer Centricity 69

ChurnZero

MAY 3, 2019

If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. Invest in Customer Service. Upcoming Webinar.

Customer Retention 75

Customer Retention Strategy CRM Customers 75

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. Frustrating, right?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Proper measurements and analysis must be applied.

Industry 195

Industry Customer Centricity Telecommunications Feedback 195

ClientSuccess

JULY 20, 2021

One of the most critical associated metrics with net retention is net revenue retention, which is the total recurring revenue retained year over year, including everything from renewals to upsells to expansions. Measuring and boosting retention rates. Net retention rates encompass all changes to your customer accounts.

Measurement 69

Measurement Customer Retention eBook Resources 69

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 127

Communication Strategy Metrics Customer Retention 127

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Upcoming Webinar.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

C3Centricity

DECEMBER 3, 2018

(Source: RightNow Customer Experience Impact Report). By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). A 10% increase in customer retention levels result in a 30% increase in the value of the company. Source: Bain & Co).

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

ChurnZero

FEBRUARY 14, 2023

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. That webinar was – and continues to be – wildly popular because it explores the nuance behind Customer Success metrics.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? You can’t measure it.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Success 112

Customer Success Customers Measurement Communication 112

ChurnZero

NOVEMBER 26, 2024

For example, “Enterprise Customer Success Manager”. To find out more, view our webinar, Why Titles Matter In Customer Success , with Parul Bhandari, fractional customer experience leader at CustomerXSuccess. For instance, owning customer retention signifies direct responsibility for renewal rates.

Customer Success 52

Customer Success How To Insurance Culture 52

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Increase customer retention, lower churn.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. These are operationally focused, however, and not focused on the Customer’s needs.

CEM 98

CEM eBook Social Media Customer Centricity 98

Alliance by IFS

MAY 28, 2019

A recent Aberdeen study found best-in-class organizations report: 55% greater customer retention. To see more results from the Aberdeen study, watch a special on-demand webinar here. Which customer interaction channels best-in-class organizations use. 16x year-over-year (YoY) revenue growth.

Company 17

Company Management Self Service Study 17

ClientSuccess

AUGUST 10, 2022

How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers.

Customer Success 78

Customer Success eBook NPS Metrics 78

Optimove

MARCH 27, 2019

“Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. Within a few months of deploying Optimove, Adore Me measured a 15% increase in campaign-generated revenue, a 22% increase in average order amount and 2.3X Albina Kehoe. Golan Shaked.

Data 40

Data Marketing CRM Customer Centricity 40

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

Resources 52

Resources Customer Retention B2B Customer Success 52

ChurnZero

JANUARY 22, 2021

If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

Sales 98

Sales Net Promoter Score Chief Customer Officer Culture 98

ChurnZero

JUNE 21, 2019

A widespread obsession with customer acquisition leaves companies blind to the pool of revenue opportunity within customer retention. Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. Presenter: Kia Puhm, Founder & CEO, DesiredPath Inc. .

Company 73

Company How To Measurement Customer Success 73

Optimove

MAY 1, 2019

Webinar: Become an Independent Marketer. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang. Albina Kehoe.

Engagement 72

Engagement Marketing Multi-Channel CRM 72

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Next, you have to measure whether or not customers are getting value, the reality is you just cannot be customer-led until you understand the customers’ perception of value, full stop.

Roadmap 52

Roadmap Customer Success Feedback Report 52

Amity

FEBRUARY 2, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. • Webinars. February 18 - Is Customer Success Worth it?

Resources 80

Resources Customer Success Customers Customer Retention 80

Totango

SEPTEMBER 1, 2020

Of the many customer success metrics available to help you understand your customer’s day-to-day behavior, product and feature usage measurements are among the most indicative of renewal possibility. Provide additional, free seminars and webinars that promote product features. Acknowledge any issues and offer solutions.

Net Promoter Score 111

Net Promoter Score How To NPS Effort Score 111

Feedbackly

JUNE 20, 2024

While NPS is an effective KPI and can help businesses improve their customer retention rates, it only measures the advocacy aspect of customer loyalty. EVI® measures customer sentiments towards the buying experience and different interactions that take place throughout the journey.

NPS 52

NPS Feedback Net Promoter Score Competitive Advantage 52

Comm100

SEPTEMBER 28, 2016

Reichheld in the Harvard Business Review, the average company loses about half its customers in a fiver-year period. Can you imagine how much revenue you lose when 50% of your customers walk out the door? Understanding your churn rate is crucial to keeping customer retention high. Conclusion.

Customer Retention 100

Customer Retention Customers Customer Satisfaction Metrics 100

Education Services Group

JULY 21, 2022

[There are] things as a CS leader that you walk into when you start going into this world of partners and channel that you probably don’t have a lot of context on, like the partner comp model and this whole thing of how do you measure [partner] performance and those types of things.

Customer Journeys 52

Customer Journeys CEM Customer Success Chief Customer Officer 52

ClientSuccess

FEBRUARY 22, 2023

Customer support agents are trained to identify and diagnose customer problems and then provide solutions or workarounds to resolve them. Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

ChurnZero

MAY 31, 2019

customer churn risk ) and how that churn monster might be successfully defeated. We hope you have found the advice to be useful in overcoming common obstacles in your customer retention efforts. Upcoming Webinar. Companies work hard to attract and win their customers. Customer Success Around the Web.

Customer Retention 75

Customer Retention Customer Success Metrics Customer Journeys 75

Thematic

SEPTEMBER 12, 2021

CX metrics aren’t just measures that marketers use to sound clever. CX metrics reflect how customers feel about interacting with your brand. But if you can find ways to improve your CX metrics such as customer satisfaction scores, you can retain and even grow revenue. Why should businesses analyze CX metrics?

Metrics 117

Metrics Analytics Feedback Effort Score 117

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80