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.

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Customer Retention Webinar E Commerce Demo 73

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?

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Customer Retention Webinar Chief Customer Officer Metrics 52

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.

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Webinar Customer Retention Customer Success Loyalty 59

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!). Submit the form below!

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Webinar Touchpoint NPS Definition 98

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Top 5 Customer Success Webinars of 2018.

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Webinar Blog Customer Success Net Promoter Score 71

InMoment XI

JULY 4, 2022

Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Customer Retention: Forrester research shows that a customer who receives a positive experience is 2.7x’s likely to remain with your brand as opposed to a customer who has had a negative experience. 3: Holistic View.

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ROI Return on Investment Social Media Measurement 493

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.

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Customer Retention Customers Customer Success Social Media 75

Education Services Group

MAY 3, 2022

Speakers: David Sakamoto , Vice President of Customer Success at Gitlab , and Neal McCoy. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. Right, they’ve got to focus on the relationship and the success of the customer. appeared first on ESG.

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Webinar Customer Success Definition Books 52

CSM Magazine

MARCH 18, 2021

Reuters Events have announced their next free CX & Engagement webinar: ‘The Importance of Mobile Messaging to Drive Action in the Digital Age’ featuring insights from TGI Fridays & Upland. Failing to meet these customers where they are results in poor customer retention and millions of dollars in lost revenue.

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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

Education Services Group

JULY 21, 2022

We’re managing a portfolio of over 13,000 customers globally and we don’t have dedicated CSMs. So, we have a swarm CSM model, and we have eight CSMs managing that install base of 13,000 customers. And we walked them through what we do today from a customer lifecycle management perspective.

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Webinar CEM Customer Success Chief Customer Officer 52

RapportBoost

OCTOBER 20, 2018

It’s great to see innovative brands leverage science to their — and their customers’ — benefit.”. 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. RapportBoost.AI

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Contact Center Webinar Presentation Sales 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.

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Customer Retention Loyalty Loyalty Programs Social Media 60

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.

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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.

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ROI Webinar Sales Loyalty 150

ClientSuccess

SEPTEMBER 26, 2019

Here’s a quick look at some effective strategies to keep your existing customers happy. Closely monitor customer health metrics on a regular basis. . Sam Fiel, Customer Success Manager at ClientSuccess, defines customer health as “the current state of customer satisfaction after a given engagement (i.e.

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Customer Retention Net Promoter Score Metrics Customer Success 49

Education Services Group

FEBRUARY 25, 2022

Speakers: Perry Monaco , Head of SMB & Scaled Customer Success at LinkedIn & Jim Mercer , Global Head of Customer Success at Zoom. Q: Lots of industrial psychology shows the three generations in the workforce today manage their working worlds and relationships uniquely.

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Webinar Customer Success Leadership Definition 52

Gainsight

MARCH 12, 2024

One main topic of discussion that is getting a lot of attention in the CS space is how Customer Success can be more of a revenue-generating department. It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc.

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Customer Success ROI Webinar Metrics 52

inQuba

SEPTEMBER 1, 2020

Businesses are scrambling to reimagine their operations and adapt to the new customer mindset, with customer retention moving swiftly to centre stage as new business stalls. It’s imperative that CX professionals level up their roles and abilities according to the demands of the new customer and evolving environment.

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SurveySensum

JANUARY 4, 2024

Use Case: Mutual Fund Company The Challenge A prominent mutual fund company was on a mission to boost its customer retention rate by identifying issues in customer interactions. In this way, there were no issues as the customers directly interacted with the bank’s agents.

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Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Here are six critical product management KPI’s (Key Performance Indicators) that every product manager should know. Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). Customer Acquisition Cost (CAC). Customer Retention Rate.

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Metrics Net Promoter Score Management NPS 65

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?

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Webinar Customer Retention B2B Customer Success 52

ClientSuccess

FEBRUARY 22, 2023

In addition, customer success is focused on building long-term relationships with customers and helping them achieve ongoing success. Unlike customer support, which is reactive, customer success is proactive. Customer success managers work with customers to identify and help them achieve their goals.

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Customer Success Customer Satisfaction Customer Service Representative Webinar 70

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.

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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.

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Customer Service Contact Center 2022 Magazine 251

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).

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SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. Educate and Empower: Empowered customers are loyal customers.

Customer Retention 10

Customer Retention Loyalty Programs Customer Centricity Innovation 10

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.

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Communication Webinar Metrics Customer Retention 126

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

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Customer Experience Management Customer Experience Management 2016 45

Gainsight

FEBRUARY 29, 2024

Today, the sophistication of Customer Success strategies and supporting technologies are putting through-partner Customer Success to work in entirely new ways. That topic was the focus of Gainsight’s recent webinar with partnership experts Jay McBain from Canalys and Jane Bossert from IBM.

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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. .

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Customer Retention Customer Satisfaction Webinar NPS 70

ClientSuccess

JUNE 8, 2022

You can get more insight on preventing customer churn and developing an end-to-end customer lifecycle focused on growth with these additional resources from ClientSuccess : Webinar: Churn Probability Score – How to Recognize Risks and Predict Customer Success. Toolkit: Churn Management Toolkit.

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Return on Investment Webinar Customer Retention Books 52

SurveySensum

JANUARY 26, 2024

Address common concerns and provide solutions through blog posts, FAQs, and webinars. Educational Resources : Provides webinars, case studies, and tutorials to help customers deepen their understanding of your product. Offer webinars or workshops to deepen their understanding and facilitate decision-making.

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Customer Journey Social Media Touchpoint Webinar 52

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.

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Management Net Promoter Score Effort Score Customer Success 64

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. For many, onboarding is one of those situations.

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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. For many, onboarding is one of those situations.

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Webinar Metrics Customer Relationship Management Leadership 64

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: .

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Webinar Download NPS Definition 62