ChurnZero

APRIL 18, 2024

Analog + digital customer engagement: how to find your balance The analog versus digital metaphor may be from the engineering world, but it’s a great lesson in how tools can co-exist rather than conquer. Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar).

Interaction 52

Interaction Customer Engagement Engagement Webinar 52

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. Now more than ever, you need to make the necessary changes to keep up with delivery and communication of value to your customers. Engaged key contacts.

Communication 107

Communication NPS Metrics Engagement 107

ChurnZero

AUGUST 18, 2020

You can’t grow if the customer doesn’t achieve their objectives, provide feedback, and validate your value by advocating their results as social proof. Yet, despite this new mutual-success dependency, many businesses still rely on traditional customer engagement approaches. Customer Success Around the Web. Q&A Recap.

Customer Engagement 98

Customer Engagement Engagement Customer Success Reference 98

ChurnZero

DECEMBER 2, 2022

If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. Q: What were the major lessons learned from re-segmenting your customer base?

Books 98

Books Webinar Chief Customer Officer Customer Base 98

Totango

JUNE 30, 2020

And make sure you deeply understand your customer base, what they want and what they need, at this time. . Communication during a crisis begins with reinforcing the lines of communication and ends with a unique conversation about each customer’s path through their challenges.

Communication 127

Communication Webinar Metrics Customer Retention 127

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. Customer Engagement in Pre-Covid World. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Beyond Philosophy

MAY 19, 2015

As part of a larger global project with Caterpillar, we recently awarded one of their largest dealers, Carter Machinery , the “Excellence in Customer Experience for 2014.” Caterpillar wants to unite their expanding business and Customer base with a unified approach to Customer Experience. Click HERE to enroll today.

2014 148

2014 2015 Books Call Center 148

ChurnZero

AUGUST 14, 2020

Solicit feedback to measure customer sentiment toward your product or business. Understand customer satisfaction at the individual contact level and at the account level to inform your customer engagement strategy. Webinar Software. What is webinar software? Example: Intercom Conversations and Help Scout.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Customer Engagement 62

Customer Engagement Engagement Customer Journey Mapping Definition 62

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. Lessons learned over the last year from the Customer Success community. If you missed the webinar, you can watch it on-demand.

B2B 98

B2B Webinar 2004 2020 98

Totango

AUGUST 16, 2022

Customer retention software can help you promote subscription renewals by guiding customers through onboarding. You can use customer retention software to promote renewal by encouraging higher adoption rates. Customer loyalty software automates processes such as tallying rewards points and allocating rewards.

Customer Retention 106

Customer Retention Customer Success Customer Relationship Management Loyalty 106

Integrity Solutions

MAY 12, 2020

There have always been some customers who struggle to make the decision to move forward, but it’s possible that now, your entire customer base is falling into that group.

Sales 121

Sales 2020 2019 Metrics 121

ChurnZero

JANUARY 24, 2022

This not only could keep current customers engaged, but it’s also a great way to reach potential new customers and hopefully boost subscription numbers. Keep Customers Front and Center From the Beginning of the Employee Journey. Encourage employees to sit in on customer service calls or industry conferences.

Customer Centricity 98

Customer Centricity Customers Sales Webinar 98

ChurnZero

NOVEMBER 26, 2024

For example, “Enterprise Customer Success Manager”. To find out more, view our webinar, Why Titles Matter In Customer Success , with Parul Bhandari, fractional customer experience leader at CustomerXSuccess. 3: Provide an engaging overview. If specific industry experience is required, mention it here.

Customer Success 52

Customer Success Insurance Culture Workshop 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 Return on Investment 98

ClientSuccess

DECEMBER 21, 2021

Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Customer =engagement can be measured by monitoring inbound support questions, stakeholder input, and more.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

Method:CRM

AUGUST 6, 2020

A strong customer retention rate is often the key to small business success. Before we dive into how customer management software solutions like Method:CRM can help you retain more customers, let’s first review what your customer retention rate is. Stay top of mind with ongoing nurture campaigns.

Customer Retention 69

Customer Retention Webinar Sales Customer Base 69

Totango

AUGUST 11, 2022

Customer engagement : SaaS customer engagement is reflected in the quality, frequency, and duration of client digital interactions with your product. Customer success outcomes : Successful outcomes are defined digitally for SaaS clients. Engage Clients Personally.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 113

Totango

APRIL 24, 2020

Those who can go back to square one and have a clear view of their customer base, can pivot and execute quickly to win. . Prior to COVID-19, Zoom had already scaled its digital engagement model to support over 32,000 accounts per CS person. Activate best practice toolkits to optimize customer journey quickly.

Customer Success 62

Customer Success Webinar Customer Journey Events 62

CustomerSuccessBox

NOVEMBER 16, 2021

It’s much easier to delight your customer when you know exactly what they need. They’re hired by firms to get and keep their customers engaged with the product/service. However, in the CS industry, a CSM touches bases with customers one way or the other. ” Webinars. Do your homework about customers.

Customer Success 52

Customer Success Management Webinar Rewards Programs 52

Kustomer

DECEMBER 29, 2020

Think of all of the DTC disruptor brands with cult-like followings— yes they have chic branding, but they’ve also built a community of advocates based on how they treat (and value) their customer base. To personalize a customer’s experience, you have to know the customer—and that requires data.

2020 104

2020 E Commerce 2021 Consumers 104

Totango

SEPTEMBER 15, 2020

To get an idea of the type of engagement you should be providing, consider how your stakeholders fall into this customer stakeholder engagement framework : Low Influence, Low Expectation Stakeholders: For this segment, you will want to take a monitoring approach. Use Data-Driven Communication. Get started for free today.

Communication 72

Communication Engagement Net Promoter Score Competitive Advantage 72

Gainsight

JANUARY 31, 2022

Every year, Totaljobs performs a customer engagement survey via a third-party reviewer. It gave them a suitable cross-section of customers with good feedback on their experience working with them as a supplier. The actual growth was not found in new customer acquisition as much as it had to come from retention.

Customer Success 95

Customer Success E-support Advertising Sales 95

ClientSuccess

NOVEMBER 24, 2021

Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Your customers can be your biggest advocates, your biggest cheerleaders, and some of your best resources for growth – if they’re engaged correctly. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing Events Customer Relationship Management 52

Totango

SEPTEMBER 24, 2020

In the post-sales journey, onboarding is the first step toward helping the customer use your product to achieve their business goals. Onboarding is your first chance to implement a practical, data-driven approach to customer engagement. The goal is to get them to first value by educating your customer on your product.

Customer Success 78

Customer Success Customer Journey Customers Metrics 78

CSM Magazine

MAY 10, 2024

A positive support experience can turn a potentially dissatisfied customer into a brand advocate. Sparking Curiosity and Building Knowledge Always be chatting with your customer base about what’s next—new feature drops or key updates—and steer those conversations toward why it matters for them specifically.

Social Media 52

Social Media Magazine Webinar Touchpoint 52

Comm100

SEPTEMBER 28, 2016

In this Recurly blog post, Devin Brady points out how from one month to the next similar variables can produce significantly different churn rates (due to differences in the starting customer base), which can ultimately be misleading. Increase Customer Engagement.

Definition 82

Definition Download Customer Retention Customers 82

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full. Not asking for a renewal on day two, but asking the customer: based on your budget cycle, when would you like to have that first renewal discussion?

Sales 52

Sales Customer Success Webinar Tourism 52

LoyaltyPlus

NOVEMBER 10, 2020

We’ve just completed the first 100% remote deployment of our cloud-based Airline Loyalty solution. In fact, it’s been in the cloud since 2007 and is already tried and tested across our entire customer base. No-one can be productive sitting through long webinars. We’re all used to video conferencing by now right?

Airlines 40

Airlines Loyalty 2007 Webinar 40

Education Services Group

FEBRUARY 26, 2020

These documents will serve as the starting point for implementing digital and utilizing it to understand customer engagement, so make sure you have these readily available and that they’re being updated if and when things change. ESG’s VP of Strategic Development, Megan Macaluso recently discussed this topic on a ChurnZero webinar.

Customer Success 75

Customer Success Metrics Document Customers 75

Kayako

JULY 27, 2017

Do you get an increase in volume when a webinar is broadcast? The executive team can use this metric to see how effectively your team growth of the customer base is scaling. Customer satisfaction (CSAT). If you have tools in place, you can track the responses of one specific customer each time they reach out to your team.

Metrics 80

Metrics Net Promoter Score NPS Customer Satisfaction 80

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

Talkdesk

MARCH 12, 2020

Studio includes pre-built components that enable administrators to simply select and drop in contact center actions, such as a Salesforce data dip which collects context from the customer relationship management (CRM) database and uses that information to inform IVR responses, routing decisions or agent-customer interactions.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

InnerTrends

DECEMBER 2, 2019

With less leads to follow up, you have the opportunity to make personal connections with these new users in order to convert them into paying customers. Based on this information, choose and set appropriate goals. I want enterprise customers to increase average revenue per user.

2015 105

2015 2014 Demo Metrics 105

ChurnZero

OCTOBER 19, 2021

How and when your customers use your product can vary, ebbing and flowing with evolving goals, shifting priorities, and business challenges. Your quarterly business review purpose and timing should reflect the changing wants and needs of your customer base. . A: Achievable — they have to be realistic.

Events 98

Events Customer Satisfaction Customer Success Metrics 98

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 1. More Customer Success. 1. Fewer New Prospects.

Sales 71

Sales Customer Success Connections 2008 71

Totango

SEPTEMBER 4, 2020

When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention. Crowding your customer engagements with unnecessary noise becomes a potential waste of time for both your customer success (CS) team and for your customer.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63