Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

Magellan Solutions

AUGUST 16, 2023

If your goal is to keep 80 percent of your present customer base and launch a strategy that improves it to 90 percent, your business achieves 10 percent growth. Look at your current business plan and find ways to enhance customer retention. Strategize your loyalty Please plan, plan it well. Loyalty begins at home.

Seminar 52

Seminar E-support Call Center Loyalty 52

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Customer Retention 92

Customer Retention Customer Success Events Customer Journey 92

CSM Magazine

AUGUST 4, 2023

These engaged customers, in turn, share their delightful experiences with friends and family, acting as brand ambassadors and attracting new customers to the coffee shop. Create a Loyalty Program Creating a loyalty program is a great way to reward your most loyal customers for their continued support of your business.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

Totango

AUGUST 23, 2022

What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. B2B Customer Journey Touchpoints and Your Team.

Touchpoint 116

Touchpoint Customer Journey B2B Customer Journey Mapping 116

Storyminers

JULY 29, 2016

So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention.

B2C 49

B2C Customer Retention Brands Social Media 49

CSM Practice

MAY 22, 2022

You see, this is a repeatable process that starts post-sales. Once a prospect becomes a customer, the wheels of the framework start turning. Hence, the Customer Success framework is the foundation to design and build your aligned processes. Why is it important to design a Customer Success framework ? . Onboarding.

Customer Success 59

Customer Success Customer Retention B2B Customers 59

ChurnZero

OCTOBER 5, 2021

Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.” ” We are happy to say it was a great event all around. David Carnes (@davidpcarnes3) September 27, 2021.

2021 95

2021 Customer Success B2B Customers 95

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 Net Promoter Score Chief Customer Officer 52

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 74

Return on Investment Competitive Advantage ROI Communication 74

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Define Key Onboarding Events, Correlate Them to Customers’ Success.

Metrics 98

Metrics Customer Success Sales Events 98

BirdEye

DECEMBER 28, 2023

Enhanced targeting and personalization Geofencing allows you to send highly targeted and personalized messages to potential customers based on their location. Increased customer engagement Geofencing can significantly boost customer engagement by targeting those physically close to your business.

Marketing 58

Marketing Advertising Social Media Events 58

Totango

AUGUST 21, 2020

Why Invest in Customer Success? Investing in customer success means investing not just in your customer’s success, but in that of your enterprise. Investing in customer success can: Increase customer retention rates and keep customers engaged. ” Scaling Customer Success.

Customer Success 78

Customer Success Customer Centricity Customers NPS 78

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Support and operations: Does the customer have outstanding support, SLA or invoicing issues? Create Customer Success Management Plans.

Customer Success 65

Customer Success Events NPS Customers 65

One Millimeter Mindset

SEPTEMBER 3, 2018

Consequently, professional experience is customer-focused, rather than self-serving. Far too many of us equate customer retention only with retaining customers in our own customer bases. Regardless of our professional disciplines, each of us utilizes our professional experience to better serve customers. .

Article 50

Article Workshop Customer Retention Innovation 50

One Millimeter Mindset

SEPTEMBER 10, 2018

How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution? I recently became “that” disgruntled customer based on lack of leadership communication across the organization. At the same time. Listen to my video , here.

Leadership 61

Leadership Communication Workshop Customer Retention 61

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? Business development is identifying prospects and looking for ways to reach prospects.

2023 98

2023 Return on Investment Social Media Sales 98

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer Relationships 59

Customer Relationships Roadmap Customer Success Sales 59

CustomerSuccessBox

JUNE 13, 2022

Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities. Creating a devoted customer base. Customer intelligence insights aid long-term customer development.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

Solvvy

AUGUST 31, 2022

Using the tips in this blog can help you tailor your strategy, the KPIs you’ll use in addition to the CSAT score, and the best way to measure CSAT for your business, your industry, and your customer base. What Is Customer Satisfaction? Improve Customer Experience. Customer support may be waning overall.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

SurveySensum

AUGUST 1, 2023

Here are some positive impacts that customer loyalty can have on your retail success: Increased Customer Retention: Customer loyalty plays a pivotal role in driving customer retention and repeat purchases for brands. How to Leverage Customer Feedback to Build Customer Loyalty?

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Sales and marketing managers. Customer service managers. Identify the points in this process when you need to engage with key stakeholders, such as key milestones or recurring events like quarterly business reviews and executive business reviews.

Engagement 85

Engagement Management Net Promoter Score Customer Journey Mapping 85

Circular Edge

DECEMBER 13, 2022

Perhaps most importantly, you’re missing out on invaluable information about how your customers are evolving. By analyzing historical transactional data, you’ll uncover customer details and purchase trends that help drive sales efficiency and higher marketing conversion rates. Who benefits?

Competitive Advantage 52

Competitive Advantage Multi-Channel 2022 Insights 52

ChurnZero

MAY 14, 2021

As for advocating for an operations role, Jennifer says that Customer Success needs to help organization leaders understand that the post-sale experience is just as important as investing in bringing in new revenue. “It’s But Jennifer cautions against looking at retention numbers in isolation. We can get through.’

Customer Success 81

Customer Success Metrics Customer Retention Books 81

SurveySensum

JANUARY 26, 2024

Let’s get started with the first of five stages of the customer journey – Awareness! Decoding the Customer Journey Stages The Foundation: Awareness Stage Exploring Options: Consideration Stage Decision-Making: Decision Stage Beyond the Sale: Post-Purchase/Retention Stage Advocacy and Referrals: Advocacy Stage Wrapping Up!

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

Method:CRM

SEPTEMBER 1, 2022

Customer experience is a person’s holistic view of the business, so it’s naturally the responsibility of your entire company to improve it. Customer experience is divided into two types: Direct customer experience: This encompasses all interactions started by the customer. Incentivize customer loyalty.

Customer Experience 52

Customer Experience Customer Journey Mapping Omnichannel Customer Journey 52

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. CSM & Product’ Is the New ‘Sales & Marketing’. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. What is a Customer Retention Rate and How do I Calculate It? Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

CSM Practice

FEBRUARY 24, 2020

ARR is an essential customer financial metric that businesses with an annual recurring subscription offering can measure to demonstrate growth, sustainability and value. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team.

Financial 52

Financial Metrics Customer Success 2014 52

Gainsight

JUNE 2, 2022

No other event has the level of brain trust that Gainsight has invited. Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Aaron Levie Will Talk Product and Customer Success being Better Together. Sales and CS. We are about CS Operations.

2022 52

2022 Chief Customer Officer Innovation Connections 52

Education Services Group

SEPTEMBER 12, 2022

Examples of escalation techniques may include notifying the Sales team of an expansion opportunity or notifying your manager that a key employee has left the client’s company. . These strategies are best applied proactively early in risk management, rather than after the risk event has occurred. . STEP SIX: Evaluate Risk Outcomes .

Customer Success 52

Customer Success Events Document Customers 52

Lumoa

JUNE 14, 2023

Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right. According to Harvard Business Review, acquiring a customer costs anywhere from 5 to 25 times more than retaining an existing one. But the damage doesn’t stop there.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

CSM Practice

FEBRUARY 24, 2020

ARR is an essential customer financial metric that businesses with an annual recurring subscription offering can measure to demonstrate growth, sustainability and value. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

ARR is an essential customer financial metric that businesses with an annual recurring subscription offering can measure to demonstrate growth, sustainability and value. Understanding your ARR enables you to forecast your growth and sales projections better, budget for sales and marketing, identify trends quickly, and motivate your team.

Financial 52

Financial Metrics Customer Success 2014 52

Totango

MAY 19, 2020

No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn.

Events 77

Events Customer Success Customers Financial 77

Gainsight

JUNE 11, 2021

Team Up with Sales to Drive Revenue with Kristen Hayer, Founder & CEO at The Success League. 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.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91