Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. As much as you automate to the customer, consider automating activities to your CSMs. Watch it here if you missed it!).

Webinar 98

Webinar Touchpoint NPS Definition 98

ChurnZero

DECEMBER 1, 2020

Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. How Do You Rank? What’s Next.

Webinar 59

Webinar Customer Retention Customer Success Loyalty 59

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Webinars and Live Demos: The Secret to Leveling Up the Customer Game.

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

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. Relevant metrics related to product usage.

Customer Retention 75

Customer Retention Customers Customer Success Social Media 75

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

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey.

2024 52

2024 B2B Insights Webinar 52

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. How do you determine what revenue metrics your CSMs prioritise? What it does mean is that Customer Success should be more commercial than it has been up to this point.

Customer Success 52

Customer Success ROI Webinar Metrics 52

RapportBoost

OCTOBER 20, 2018

Heidi Rote is a recognized expert in contact center management and inside sales, having been named to the 1st Annual ICMI Movers and Shakers list this year in the “Customer Experience Leaders” category. ” Registration information for the webinar can be found at [link]. About RapportBoost. RapportBoost.AI RapportBoost.AI

Contact Center 70

Contact Center Webinar Presentation Sales 70

SurveySensum

SEPTEMBER 26, 2023

As a product manager, this can be a disheartening experience. You’ve likely encountered the pain points of low product adoption and felt the weight of challenges like customer churn and stagnant growth. Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints.

Management 52

Management Demo User Experience Measurement 52

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

ClientSuccess

SEPTEMBER 26, 2019

But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. But how do you keep your existing customers coming back for more?

Customer Retention 49

Customer Retention Net Promoter Score Metrics Customer Success 49

GetFeedback

SEPTEMBER 24, 2019

But customer feedback can lead to a wishlist that’s hard to prioritize. athenahealth, which provides solutions to the healthcare industry, had thousands of product update possibilities, according to senior VoC manager David Geary. How to win over top management. Check out the full webinar recording here. Get the Guide.

ROI 150

ROI Webinar Sales Loyalty 150

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 Webinar Metrics Customer Retention 127

ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! How CSMs play a role in customer education. Customer education is often provided by a Learning Management System (LMS).

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

ClientSuccess

FEBRUARY 22, 2023

Customer success managers work with customers to identify and help them achieve their goals. 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.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

SurveySensum

JANUARY 4, 2024

The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention.

NPS 52

NPS Webinar Banking Demo 52

Education Services Group

MAY 12, 2022

In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class. Stop thinking about NPS as a metric. That’s right, zero. The Resolution.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

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. Webinars, books, conferences are certainly great ways to learn about experience management.

Customer Experience 59

Customer Experience Webinar Books NPS 59

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. Rely on metrics to gauge success. .

Webinar 65

Webinar Metrics Customer Relationship Management Leadership 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. Rely on metrics to gauge success. .

Webinar 64

Webinar Metrics Customer Relationship Management Leadership 64

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. Customer Onboarding. Customer Onboarding- How to prevent drop offs. Who should manage customer onboarding in a SaaS company? Is my SaaS ready for customer success technology?

Webinar 52

Webinar Customer Retention B2B Customer Success 52

ClientSuccess

JUNE 8, 2022

If you see a concerning metric like this, it should be a sign for your team to jump into action and work directly with the client to put an action plan in place. Webinar: How Weave Brings Together “Return on Investment” and “Return on Effort” To Drive Customer Retention & Growth. Toolkit: Churn Management Toolkit.

Return on Investment 52

Return on Investment Webinar Customer Retention Books 52

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 White Paper Loyalty ROI 80

Totango

OCTOBER 22, 2020

Customers want to feel valued, and if a company is not meeting their need for conflict-resolution, it can lead to dissatisfaction, and eventually, cause them to find a new provider. . The proper usage of an escalation management framework can help you avoid these churn-inducing scenarios. Manage Escalations by Setting Next Steps.

Management 64

Management Net Promoter Score Effort Score Customer Success 64

ChurnZero

JUNE 12, 2020

Systems: CSM tool management and implementation, CRM ownership of customer elements. Strategic initiatives: product, customer experience, marketing, engagement initiatives. Customer Success leaders and managers are busy gaining, retaining, and growing customers.

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94

Metrics Customer Success Net Promoter Score NPS 94

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. In Kyoto, we’re investing in: .

Webinar 62

Webinar Download NPS Definition 62

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

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

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. .

Customer Retention 70

Customer Retention Customer Satisfaction Webinar NPS 70

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? A marketing manager is often involved in developing a marketing plan.

2023 98

2023 Return on Investment Social Media Sales 98

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. Customer engagement is the sum of all interactions between a customer and a company. However, this isn’t scalable.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 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

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. Upcoming Webinar.

Customer Success 61

Customer Success Webinar NPS 2018 61

ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. 72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success E Commerce 2020 E-support 64