Gainsight

JANUARY 4, 2021

Customer Success Team Management. Retention, Renewal, and Upsell Strategies. Churn and Risk Management. Managing Customer Relationships. Customer Success Team Management. Changing the Wheels on a Moving Car: 4 Keys to Managing CSM Transitions. Retention, Renewal, and Upsell Strategies.

2021 111

2021 Customer Success Webinar Multi-Channel 111

CSM Practice

JUNE 6, 2020

Renewal Rate, what does that exactly mean? However, the health of the recurring revenue is not dependent on new customers only, but also the renewal rate of existing customers. SaaS Companies with high renewal rates can generate a regular, predictable recurring revenue stream more efficiently. What is Renewal Rate?

Metrics 89

Metrics Measurement Customer Success Financial 89

BirdEye

APRIL 17, 2023

The customer can choose an evergreen plan that auto-renews each time indefinitely unless the customer explicitly cancels it. Customers can also select termed plans requiring renewal after a certain period. The customer chooses the duration and frequency of the offer with an option to renew or cancel at any time.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. Then, we’ll look at the pros and cons of contract renewal automation.

Customer Retention 93

Customer Retention Financial Customers Technology 93

Gainsight

MARCH 7, 2024

However, traditional methods of scorecard creation and optimization often fall short, leading to missed opportunities and unforeseen churns. Scorecard Optimizer represents a significant leap forward in the management and utilization of customer health scores.

ROI 52

ROI Measurement Customer Success Customer Satisfaction 52

Totango

SEPTEMBER 20, 2022

This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. Customer Enablement vs. Sales Enablement.

B2B 82

B2B Net Promoter Score Social Media Customer Success 82

Retently

MAY 2, 2023

While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth. The onboarding phase is critical for customer retention, with a poor experience being one of the leading reasons for customer churn.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

CustomerSuccessBox

OCTOBER 19, 2021

The key activity that is important to good execution of customer success is the renewal process obviously. And this goes without saying that whether it is the customer success team that’s managing it or another part of your organization, it is very critical. Renewals are critical in support of LTV. Decline in GRR.

Customer Success 52

Customer Success Customer Retention Metrics Customers 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 7. Gross Renewal Rate. 8. Net Revenue Retention Rate.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. 82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journey Touchpoint 52

Totango

JUNE 3, 2022

While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Keeping in touch with your clients is the best way to minimize churn, but it can take considerable time if you do it manually. Sincerely, [CS Manager Name]. Customer check-ins.

Customer Success 108

Customer Success Webinar Seminar Events 108

Totango

JANUARY 23, 2020

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Think of churn like a risk that can be negotiated like any other. . Why Churn Matters.

Management 105

Management B2B Seminar ROI 105

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management Customer Success 2013 Metrics 52

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. Net revenue retention defined.

Metrics 98

Metrics Customer Retention Customer Success 2022 98

ChurnZero

MARCH 9, 2021

This spotlight features, Rachel Gurman , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. . Don’t Manage Customer Churn.

ROI 85

ROI Definition Customer Retention Customer Success 85

ChurnZero

MARCH 5, 2021

Have you ever bemoaned this common refrain after a customer unexpectedly churns? But still, when presented with the opportunity to leave, your customer just up and churns on you. For example, when a customer comes up for renewal, you may ask, “Would you like to renew early?” Don’t Manage Customer Churn.

Customer Success 98

Customer Success Presentation Customers ROI 98

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Any outward-facing part of your company may play a role in managing touchpoint interactions. Reminding customers to renew subscriptions.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

Gainsight

JANUARY 20, 2023

Building upon that strong foundation, you can also add digital-led strategies to critical moments such as revenue expansion opportunities and contract renewal. If customers are expanding their use of your product, they have a higher likelihood of renewal.

Customer Success 52

Customer Success Touchpoint 2022 Customers 52

Education Services Group

JULY 5, 2023

Eventually, subscriptions come up for renewal, and that’s when the customer decides if they want to continue their relationship with you or cut ties indefinitely. Obviously, we’d prefer they renew without even thinking about it. Now, we’re in the last leg, the run-up to renewal, and (hopefully!) Who owns renewals?

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Loyalty Touchpoint 52

Gainsight

APRIL 14, 2022

In fact, customer success is the critical growth engine driving net revenue retention (NRR) for subscription-based businesses. Customer service (or account management) is about being reactive and solving problems for your customers to keep them in “status-quo mode.” Quick Level Set: What Customer Success Is, and Isn’t.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

ChurnZero

APRIL 13, 2021

According to the Chief Customer Officer Council , the CCO is “an executive that provides the comprehensive and authoritative view of the customer and creates corporate and customer strategy at the highest levels of the company to maximize customer acquisition, retention, and profitability.”. Customer Success Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Gainsight

MARCH 15, 2022

For product managers and leaders, the right KPIs can burst open the floodgates to product growth. Product management KPIs inform decisions, help prove how well your efforts are paying off, and secure buy-in from across all parts of the business. How Product Management KPIs Drive Product-Led Growth. Customer Retention Rate (CRR).

Measurement 52

Measurement Management Customer Retention Metrics 52

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. These insights can lead to finding more expansion revenue, improving customer retention, and predicting customer churn. Revenue lost from churn is never fun to see.

Customer Success 52

Customer Success ROI Webinar Metrics 52

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate. The Benefits of Improving Your Customer Retention Rate.

Customer Retention 85

Customer Retention Net Promoter Score Measurement Loyalty Programs 85

ChurnZero

FEBRUARY 4, 2022

This might include metrics and programs linked to customer churn, retention, expansion, and satisfaction. Performance issues might include ongoing problems with customer churn , product fit, or new competitors – all of which also affect new sales. Customer retention. Customer retention affects your company’s value.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Gainsight

APRIL 23, 2021

With clear insight into post-sale and implementation revenue and growth, they have a long-term vision of renewal predictability. Their renewal rate accuracy caught Nick’s interest and how Sabina operationalized a brand new customer journey for Mavenlink. There were only four CSMs, one of which had 500 client accounts to manage.

Customer Journey 76

Customer Journey Loyalty Programs Measurement Sales 76

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

Customer Success 118

Customer Success Management Customers Presentation 118

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 85

Innovation 2023 Customer Success Sales 85

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence insights aid in the development of a stronger customer retention strategy and the satisfaction of customers. Customer intelligence is beneficial to customer retention. Churn analysis and prevention. Customer Intelligence(CI) comes in helpful when it comes to analyzing and preventing churn.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? They want to know: “What’s your one number?”

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion? They want to know: “What’s your one number?”

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

delighted

FEBRUARY 16, 2023

Customer success management can also reduce churn, lower customer acquisition costs, and increase revenue. Customer success vs. customer support Customer success vs. account management Customer success vs. customer experience Why is customer success important? In this post, we’ll cover: What is customer success?

Customer Success 52

Customer Success Net Promoter Score Customer Retention Metrics 52

ChurnZero

MAY 3, 2022

Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER.

Customer Success 98

Customer Success Customer Journey Mapping Customer Centricity Leadership 98

ChurnZero

DECEMBER 7, 2023

Each winning team has achieved remarkable results in one of five categories—onboarding, adoption, renewals and expansion, advocacy, and innovation—using smart, digital-first strategies powered by their ChurnZero customer success software. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content.

2023 52

2023 Customer Success NPS 2022 52

CustomerSuccessBox

JUNE 18, 2021

Who should manage customer onboarding in a SaaS company? How can the right onboarding process increase the renewal rate? Having the right onboarding process surely changes several things for your company including the renewal rate. Learn why customer onboarding is the key to increasing LTV and reducing customer churn in SaaS.

Webinar 52

Webinar Customer Retention B2B Customer Success 52

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. The result is your customer retention rate. Revenue Churn Rate.

Customer Retention 65

Customer Retention Metrics Net Promoter Score E-support 65

Gainsight

DECEMBER 16, 2022

Even when this approach seemed to work, customer success managers (CSMs) often lacked the empirical evidence to firmly connect the success with their team’s good work. To overcome such strategic “squishiness,” we spearheaded the development of a more scientific,data-driven customer health scoring and retention modeling methodology.

ROI 59

ROI Connections Customers Customer Success 59