Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion.

Communication 102

Communication NPS Metrics Engagement 102

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Tracking NPS scores No, the headline of this article isn’t a misprint. NPS, CSAT, CXi, etc.

Customer Experience 59

Customer Experience Webinar Books NPS 59

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. Well, businesses are evolving, as should the methods used to understand customer sentiment. This blog will look into five NPS alternatives and why you should use them. Don’t worry.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

Gainsight

DECEMBER 14, 2020

So even one negative experience could cause a customer to leave and never return. At scale, this could cost your business its customer retention rate. This means that now, more than ever, is the time for companies to evaluate and optimize customer journeys to keep their customers engaged and happy.

Customer Engagement 52

Customer Engagement Engagement NPS Customer Journey 52

GetFeedback

SEPTEMBER 24, 2019

Senior-level marketers are also seeking better customer insight, says VoC marketing expert Ernan Roman of ERDM. You can add value by helping to explain why engagement or purchasing rates are down, as well as what would motivate customers to continue buying, and how to effectively launch new products. Get the Guide.

ROI 150

ROI Webinar Sales Loyalty 150

ClientSuccess

AUGUST 10, 2022

If your team is still trying to figure out which KPIs are suitable for your customers, here is what you need to know NOW. . If there is one identifiable problem with customer success KPIs, it is that there are just too many data points out there. User feedback and NPS. Customer contact engagement. The problem.

Customer Success 78

Customer Success Metrics NPS Measurement 78

AskNicely

AUGUST 17, 2018

And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. This creates an emotional bond between the customer and your brand.

Competitive Advantage 60

Competitive Advantage Feedback Net Promoter Score NPS 60

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 Webinar NPS 52

Thematic

SEPTEMBER 12, 2021

NPS, CSAT, CES.it doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., Deeper insight into customer needs, goals and challenges. Yet knowing scores isn’t enough.

Metrics 117

Metrics Feedback NPS Loyalty 117

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. Accelerate customer onboarding. Increase customer retention, lower churn. Retention comes from that.”

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

Totango

APRIL 26, 2021

Digital Engagement – Living in a digital world means timely digital tools to manage, visualize, and drive the digital journey. As part of the Digital Engagement focus, next week we will share more on how to manage your customers’ digital journey in Totango using SucceasBLOCs. Digital Engagement .

Webinar 62

Webinar Download NPS Definition 62

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? This poor Customer Experience is one reason I now use Netflix more than my cable company. This poor Customer Experience is one reason I now use Netflix more than my cable company. One of the frequent questions I get is, “Our NPS is XX.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

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 Customer Retention 49

Gainsight

APRIL 30, 2019

Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Net Promoter Score (NPS). Customer Acquisition Cost (CAC). MAU and DAU give insight into engagement, adoption, and overall user health. Some companies use the Average Page View count to get an overview of customer engagement.

Metrics 65

Metrics Net Promoter Score Management NPS 65

SurveyGizmo

APRIL 1, 2020

Improve customer retention by activating your satisfaction ratings. Did you think that you could improve your NPS rating and retain more customers by acting on their ratings of your business? Our Activated NPS Solution integrates your NPS, CES, or CSAT responses into the systems you already use.

2020 78

2020 Net Promoter Score NPS Customer Retention 78

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Q: A follow-up NPS question.

Customer Success 61

Customer Success Webinar NPS 2018 61

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Insights 52

Insights Customer Experience Metrics NPS 52

Solvvy

AUGUST 31, 2022

Successful marketers know that to capture new business — and keep customers coming back — they need to appeal to people’s emotions through engagement and ensure customers associate positive feelings with their brands. When you allow the person to get the reward, the customer feels satisfied.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

SurveySensum

NOVEMBER 18, 2021

After webinar. After customer support. CSAT vs NPS – The difference you should know about! Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. .

Customer Satisfaction 52

Customer Satisfaction Definition Webinar NPS 52

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

Beyond Philosophy

JULY 7, 2015

million questions about what they want and 1 million questions about how they felt, we learned there are 20 emotions that drive and destroy value in a Customer Experience: The emotional engagement one feels with an organization is what we call an Emotional Signature. The NPS is a tool designed to measure the loyalty of your Customers.

Net Promoter Score 113

Net Promoter Score NPS Loyalty Webinar 113

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. 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.

Customer Success 65

Customer Success Events NPS Customers 65

ChurnZero

JUNE 12, 2020

Customer Success Operations comprises five main areas of roles and responsibilities: Data: renewal forecasting, account health, NPS®, adoption. Systems: CSM tool management and implementation, CRM ownership of customer elements. Strategic initiatives: product, customer experience, marketing, engagement initiatives.

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. After webinar.

Customer Satisfaction 69

Customer Satisfaction Webinar Touchpoint Customers 69

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. Did they complete the intended task, or even attempt to?

Marketing 64

Marketing Webinar Reference Events 64

Confirmit

SEPTEMBER 24, 2018

It does so by tracking leads, maintaining contact records, engaging with prospects and customers, etc. CRM solutions often integrate with marketing automation applications to manage engagement through various channels. Typical CEM software metrics include the following: NPS Score. Customer Effort Score. Learn More.

CEM 40

CEM Multi-Channel Net Promoter Score Insurance 40

Confirmit

SEPTEMBER 24, 2018

It does so by tracking leads, maintaining contact records, engaging with prospects and customers, etc. CRM solutions often integrate with marketing automation applications to manage engagement through various channels. Typical CEM software metrics include the following: NPS Score. Customer Effort Score. Learn More.

CEM 40

CEM Multi-Channel Net Promoter Score Insurance 40

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. After webinar.

Customer Satisfaction 52

Customer Satisfaction Webinar Touchpoint Customers 52

Gainsight

MAY 13, 2020

Ashvin dived in on how he is using Gainsight to identify the best swarm strategy including applying our COVID-19 workflows to segment customers based on their level of impact to drive better predictability to prevent churn. They combine these insights with the Gainsight PX retention report to truly measure if customers are addicted.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Totango

MARCH 3, 2020

Priority and Alerting Systems and other automations help get customers the right interaction at the right time. Poor or negative engagement. Negative interactions, bad experiences with products or services, and cookie-cutter engagement strategies are the quickest path to customer churn. Revise your engagement strategy.

Webinar 84

Webinar Customer Success Customer Centricity NPS 84

ChurnZero

DECEMBER 29, 2020

To help CCOs hone their focus and avoid the dangers of fixating on irrelevant or flawed metrics, we asked ChurnZero’s CCO Abby Hammer about the Customer Success metrics she cares most about and why. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience. 7 Trust-Building Tactics to Increase Customer Loyalty.

2020 98

2020 Blog 2021 Chief Customer Officer 98

ChurnZero

SEPTEMBER 16, 2021

9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. If you want to throw more fire behind your customer retention strategies , keep reading for some tips and tricks to keep them going strong.

Customer Retention 52

Customer Retention Net Promoter Score Webinar Feedback 52

SmartKarrot

DECEMBER 16, 2022

Deliver an annual program of Success Events and Webinars working with internal and external stakeholders (including Marketing, Product, and Professional Services) to deliver additional value and enhance the customer relationship. Closely monitor Support cases, Community, and NPS data. Support the end-to-end Customer Journey.

Customer Success 19

Customer Success Customers Webinar Sales 19

ClientSuccess

JULY 16, 2021

Engagement. Customer Journey. Engagement – This will measure how engaged your customer is with your company/team. You can measure things like days since the last conversation/meeting or even how they are engaging with your content. Engagement – 15%. So what are the top 8 metric categories?

Metrics 52

Metrics Measurement Customer Journey Download 52

ChurnZero

MAY 23, 2019

Active listening is key to building trust, especially when dealing with an upset customer. When you’re fully present in the moment, a customer will notice your engaged presence in the conversation. Similarly, customers who raise concerns sometimes feel that they lack a voice. Upcoming Webinar.

Net Promoter Score 40

Net Promoter Score Webinar Customer Journey Metrics 40

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping the benefits of their own CS CoEs.

Customer Success 52

Customer Success Metrics 2016 Management 52

Qualtrics

SEPTEMBER 23, 2019

Guest speaker Faith Adams, Senior Analyst from Forrester, discusses this in more detail in our recent webinar on modernizing the patient experience. Below are her 3 answers to common patient experience problems… Watch the Webinar: Modernizing Patient Experience. When this happens, customers feel like their voice matters.”.

Net Promoter Score 20

Net Promoter Score Webinar Leadership Metrics 20