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.

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

You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey. In our webinar, You Mon and Rob discussed the B2B SaaS market’s current state, including the impact of tech advancements and changes in work culture, and what it means for SaaS leaders.

2024 52

2024 B2B Insights Webinar 52

Education Services Group

JULY 21, 2022

[There are] things as a CS leader that you walk into when you start going into this world of partners and channel that you probably don’t have a lot of context on, like the partner comp model and this whole thing of how do you measure [partner] performance and those types of things.

Webinar 52

Webinar CEM Customer Success Chief Customer Officer 52

Feedbackly

MARCH 1, 2024

The Emotional Value Index (EVI) is a metric designed to measure and evaluate EX. The survey provides an array of emoticons and asks customers to select one that best expresses how they feel at the time. You can look at our detailed guide to learn more about measuring EVI. Why Emotional Experience? This is where the gold lies.

2024 59

2024 Metrics Webinar Brands 59

Gainsight

MARCH 12, 2024

These questions, plus more, were answered by Riccardo Composto, Senior Director of Customer Success at Sitecore , during our recent webinar, Transforming CS Into a Lead Gen Powerhouse. These insights can lead to finding more expansion revenue, improving customer retention, and predicting customer churn.

Customer Success 52

Customer Success ROI Webinar Metrics 52

ClientSuccess

FEBRUARY 22, 2023

Customer support agents are trained to identify and diagnose customer problems and then provide solutions or workarounds to resolve them. Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! Next, you have to measure whether or not customers are getting value, the reality is you just cannot be customer-led until you understand the customers’ perception of value, full stop.

Webinar 52

Webinar Roadmap Customer Success Feedback 52

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

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Onboarding- How to prevent drop offs.

Webinar 52

Webinar Customer Retention B2B Customer Success 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

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Providing access to on-demand training enables CSMs to support more customers and create a faster onboarding process. Increase customer retention, lower churn.

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

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. Customer Effort Score (CES) This is a customer satisfaction hack, I must say.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

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 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 126

Communication Webinar Metrics Customer Retention 126

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

ClientSuccess

JUNE 8, 2022

All of these can be used to measure engagement, and often a slump in engagement can be a precursor to churn. Webinar: How Weave Brings Together “Return on Investment” and “Return on Effort” To Drive Customer Retention & Growth. The post Top 3 Tips to Prevent Customer Churn appeared first on ClientSuccess.

Return on Investment 52

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.

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Proper measurements and analysis must be applied.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

Totango

OCTOBER 6, 2020

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

Customer Success 105

Customer Success Customers Measurement Communication 105

ClientSuccess

JANUARY 10, 2020

Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. .

Webinar 65

Webinar Metrics Customer Relationship Management Leadership 65

ClientSuccess

JANUARY 10, 2020

Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. .

Webinar 64

Webinar Metrics Customer Relationship Management Leadership 64

ChurnZero

JUNE 21, 2019

A widespread obsession with customer acquisition leaves companies blind to the pool of revenue opportunity within customer retention. Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. Presenter: Kia Puhm, Founder & CEO, DesiredPath Inc. .

Webinar 73

Webinar Measurement Customer Success Metrics 73

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journey 44

Customer Journey Effort Score Webinar Social Media 44

CSM Magazine

NOVEMBER 28, 2022

You could also host events or offer free webinars that showcase the product, allowing potential customers to experience your software first-hand. 5) Measure KPI. For example, you can review customer support tickets to identify any issues with the software itself or its design.

Customer Service 52

Customer Service Marketing Roadmap Social Media 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

SurveySensum

NOVEMBER 18, 2021

After webinar. After customer support. What is the customer satisfaction score aka CSAT score? How do you measure it? Is it worth my and my customers’ time? It is a strong indicator of customer retention and product repurchase. After webinar. Rating scale questions. Binary scale questions.

Customer Satisfaction 52

Customer Satisfaction Definition Webinar NPS 52

ClientSuccess

JULY 20, 2021

One of the most critical associated metrics with net retention is net revenue retention, which is the total recurring revenue retained year over year, including everything from renewals to upsells to expansions. Measuring and boosting retention rates. Net retention rates encompass all changes to your customer accounts.

Measurement 69

Measurement Customer Retention Webinar Metrics 69

CustomerSuccessBox

JUNE 21, 2022

This leads to a smooth transition of customers and creates a better customer experience. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Customers, usually, stay loyal to a firm that invests its resources in onboarding content.

White Paper 52

White Paper Customer Retention Webinar Sales 52

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

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

SEPTEMBER 14, 2018

INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Check out our top ten Customer Success takeaways from INBOUND 2018. Assess > Understand > Explore > Materialize > Measure. Upcoming Webinar.

2018 66

2018 Customer Success Webinar Customer Retention 66

SurveySensum

SEPTEMBER 26, 2023

Customers were signing up but not sticking around, and her SaaS platform was inundated with user complaints. In the competitive world of SaaS, the battle for customer retention and product adoption can be fierce. Your SaaS feedback platform acts as a bridge, connecting you directly to the voices of your customers.

Management 52

Management Demo User Experience Measurement 52

Thematic

SEPTEMBER 12, 2021

CX metrics aren’t just measures that marketers use to sound clever. CX metrics reflect how customers feel about interacting with your brand. But if you can find ways to improve your CX metrics such as customer satisfaction scores, you can retain and even grow revenue. Why should businesses analyze CX metrics?

Metrics 117

Metrics Feedback NPS Loyalty 117

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoint Mediums. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Customer Success Communities. Monitoring of performance lets you make adjustments and improvements to optimize your customers’ experience at each touchpoint. Blog content.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

ProProfs Chat

JANUARY 9, 2020

You can divide the number of customers at the end of a financial year by the number of customers at the start of the year to find out the customer churn rate. . Decreasing the customer churn rate by even 5% can lead to an increase in profits by 25% to 95%.” – Harvard Business School.

Customer Retention 86

Customer Retention Multi-Channel Customers Financial 86

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