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 112

Customer Engagement Engagement Customer Journey Mapping Definition 112

Totango

SEPTEMBER 15, 2020

The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Engaging your stakeholders , whether they are high or low influence, can not only drive growth but also turn stakeholders into enthusiastic champions of your product.

Communication 70

Communication Engagement Net Promoter Score Competitive Advantage 70

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . Engaging Customers, Both New and Established. Onboarding Clients.

Customer Engagement 82

Customer Engagement Engagement Customers Communication 82

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

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 87

Customer Engagement Engagement Customer Journey Mapping Definition 87

Kayako

JULY 27, 2017

But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. 5 Metrics that shape your SaaS customer support model.

Metrics 80

Metrics Net Promoter Score NPS Customer Satisfaction 80

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 Customer Retention 49

Totango

JUNE 30, 2020

Even more than at other times during the customer journey, your customers want leadership, support, and guidance from you. During a crisis, that support and guidance should rely on a clear understanding of your customer and engagement based on facts, not guesswork. Tips on Communications During a Crisis.

Communication 127

Communication Webinar Metrics Customer Retention 127

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 Loyalty Measurement 195

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 62

Customer Engagement Engagement Customer Journey Mapping Definition 62

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.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Gainsight

SEPTEMBER 14, 2023

In a market where retention and customer expansion are a top priority for revenue growth, the effectiveness of health scoring can be a game-changer. You’ll know your customer health scorecards are an asset when you can confidently respond to the executive inquiry: “What does your customer base look like right now?”

Metrics 52

Metrics Webinar Measurement Engagement 52

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

SurveySparrow

JANUARY 31, 2024

Those who answer with a 9 or 10 are considered happy customers, 7 or 8 are okay, and anything below is not so good. Based on that score, the customer base is divided into Promoters, Passives, and Detractors. Promoters (9-10) : Happy customers who love and recommend your business to others. The best part?

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

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.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

ChurnZero

AUGUST 14, 2020

Use customer support data to build segments and trigger alerts and automation, such as: “More than X open tickets in the last 30 days” segment to configure alerts and playbooks that automatically create tasks for CSM follow up. You can also include ticket volume as part of a customer’s health score. Product Analytics Software.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

SurveySparrow

APRIL 11, 2021

The nurture marketing definition says- “Marketing by constantly engaging with the clients” It is considered to be an extremely effective strategy if you want to convert your leads into customers. . Lead Scoring: In this, you assign points to leads based on specific parameters. Your best bet is to nurture your leads.

Social Media 98

Social Media Metrics Webinar Demo 98

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 Webinar 2004 2020 98

Gainsight

FEBRUARY 28, 2023

Gross Revenue Retention (GRR) has become THE critical metric. Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. Customer Success: There are things you need to optimize and do differently to make your customers wildly successful.

Touchpoint 52

Touchpoint Metrics 2023 Customer Success 52

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc.

Metrics 59

Metrics Webinar Leadership Customer Relationships 59

SurveySensum

SEPTEMBER 5, 2023

Use survey data to make data-driven enhancements to the onboarding process, continually refining and optimizing it for better user engagement. By following these strategies, you can create an onboarding experience that keeps users engaged, reduces drop-off rates, and ultimately, leads to satisfied and loyal customers.

Insights 52

Insights Customer Experience Metrics NPS 52

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 Webinar Communication Interaction 98

Education Services Group

FEBRUARY 26, 2020

By thoughtfully layering digital on top of the one-to-one interactions that CSMs are already having with customers, you can reduce your cost to serve and remove tedious tasks from your CSMs’ plates, enabling them to engage in more meaningful customer conversations. Metrics, You Say? Know the cleanliness of your data.

Customer Success 75

Customer Success Metrics Document Customers 75

SmartKarrot

OCTOBER 3, 2023

In this post, we explore how to boost user engagement with a proven playbook. Acquiring new customers is only half the battle in today’s extremely competitive market. To retain and grow your customer base, you need to focus on customer success and user engagement strategies that keep customers delighted and loyal.

Engagement 11

Engagement Net Promoter Score Social Media NPS 11

SurveySparrow

DECEMBER 24, 2023

What is a Customer Experience Survey? A Customer Experience Survey is a systematic method businesses employ to collect and analyze feedback from their customer base. It is like a friendly chat with your customers (but on paper or online.) Personalize Survey Interactions: Use customer data to personalize surveys.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score NPS 52

BirdEye

MARCH 24, 2023

They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Offers help prospects feel engaged and inspired by their interaction with your product or service. Ask for a sale when the customer is ready to purchase. There might be new opportunities for your business to expand.

2023 98

2023 Return on Investment Social Media Sales 98

Gainsight

JANUARY 12, 2021

We are trying to help our customers achieve their goals, and we have been able to do this by addressing questions by engaging in channels that work best for them. One type of webinar is office hours, where product experts run online demos in a live environment to show daily users how to use our products.

E Commerce 59

E Commerce Webinar E-support Demo 59

Totango

JULY 8, 2021

We find this solution works best for teams operating in a high- to medium-touch engagement model. How to Build An Early Customer Warning System. To start building an early customer warning system, follow these three steps: 1. Define Customer Health Score. Create Customer Success Management Plans.

Customer Success 65

Customer Success Events NPS Customers 65

Totango

SEPTEMBER 24, 2020

In the post-sales journey, onboarding is the first step toward helping the customer use your product to achieve their business goals. Onboarding is your first chance to implement a practical, data-driven approach to customer engagement. The goal is to get them to first value by educating your customer on your product.

Customer Success 78

Customer Success Customer Journey Customers Metrics 78

ClientSuccess

JUNE 19, 2019

Demonstrating the latter with great finesse and building customer loyalty is the e-commerce brand, Modcloth. This brand demonstrates that if you wish to engage with your users on a trusting level, go for the live chat feature. The result: 20% of its core customer base constitutes of loyal customers who spend the most.

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

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.

Customer Success 87

Customer Success Chief Customer Officer 2021 Webinar 87

ChurnZero

JULY 9, 2020

Customers associate those positive feelings with your brand and its equity increases. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. How do you decide if a customer is the right fit?

Marketing 64

Marketing Webinar Reference Events 64

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 126

Sales 2020 2019 Metrics 126

Gainsight

APRIL 18, 2022

Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results. Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced.

Customer Success 52

Customer Success Metrics 2003 Webinar 52

BirdEye

FEBRUARY 21, 2023

It’s especially important for local businesses looking to connect with their communities and grow their customer base. Twitter Twitter is fast-paced and offers a lot of opportunities for real-time engagement. YouTube YouTube is unique because it’s primarily a video-based platform.

Social Media 98

Social Media Management Multi-Channel ROI 98

Gainsight

OCTOBER 19, 2021

Customer success drives revenue growth in ways that other functional teams simply cannot. We know it contributes significantly to the retention and expansion of your current customer base. For example, SaaS companies invest a huge amount of money in their Marketing and Sales to acquire new customer logos every year.

Customer Success 52

Customer Success ROI Metrics Presentation 52

Gainsight

JULY 6, 2021

Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base. This helps raise alerts when customers fall below baselines enabling you to mitigate issues automatically. Gainsight Sightline Vault.

Customer Success 73

Customer Success Customer Base Technology Webinar 73