Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 106

Customer Retention Customer Success Customer Relationship Management Loyalty 106

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology – key to successful customer retention strategies.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 119

Customer Retention B2B Customers Loyalty Programs 119

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Metrics Net Promoter Score Loyalty Programs 52

eglobalis

DECEMBER 4, 2024

Example: SAP has invested heavily in CX platforms like SAP Customer Data Cloud, but the success of these tools depends on SAPs human-led account management teams to align technological solutions with customer-specific business goals. This human-led initiative strengthens customer retention and drives revenue growth.

2030 419

2030 B2B Culture Government 419

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Consequently, retaining the clients you acquire today and those you target tomorrow drives the future of your innovative customer retention strategy. Is your sales team still the primary star of the customer acquisition show?

Customer Retention 126

Customer Retention Innovation Leadership Sales 126

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies. Need a helping hand?

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Customer Success 112

Customer Success Management Net Promoter Score NPS 112

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer Retention 117

Customer Retention Measurement Customers Customer Service 117

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

ChurnZero

MARCH 14, 2025

Customer success needs to align with revenue. NRR (net revenue retention) is our north star. Renewals should be an outcome of good customer success. According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024.

Customer Success 52

Customer Success 2024 Sales Customers 52

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Provide training materials that help customers get the value they expect out of your product.

Customer Retention 94

Customer Retention E-support Customers Customer Expectations 94

eglobalis

SEPTEMBER 16, 2024

Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. Companies that digitize their customer support and order processing can significantly reduce friction, offering self-service solutions that empower customers to manage their needs.

B2B 378

B2B Customer Experience Customer Centricity Omnichannel 378

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? Relationship management.

Customer Success 97

Customer Success Management Social Media Sales 97

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.

Customer Success 118

Customer Success Management Customers Presentation 118

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention Net Promoter Score Measurement Loyalty Programs 92

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Totango

OCTOBER 12, 2022

Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . With the potential for churn dramatically increasing, customer success is a key priority. Leading the charge. Expert collaborators.

Customer Success 115

Customer Success 2022 Culture 2021 115

Totango

APRIL 28, 2020

One especially important facet of planning for the unexpected inevitable is customer retention. In difficult, uncertain times, attracting new customers becomes exponentially harder as budgets tighten and priorities shift. To do that, you need a Customer Success solution that can adapt as quickly as the times can change.

Customer Retention 114

Customer Retention Customers Customer Success Connections 114

Gainsight

MARCH 19, 2025

Managing a thriving online community isn’t like popping a frozen dinner in the microwavelaunch it, walk away, and return to perfection. If you’re a community manager, marketing leader, or CMO, this assumption might be quietly holding your business back. Rich Customer Insights.

Management 52

Management Customer Retention Loyalty Demo 52

InMoment XI

MARCH 22, 2025

Are a large swath of customers experiencing a common issue with your product or brand? These are all questions CI can answer, helping account managers determine what consumers value most. This allows customer success teams to segment accounts by engagement risk, promoting proactive intervention where warranted.

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 195

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Having a clear understanding of the team structure and who the direct manager will be.

Customer Success 52

Customer Success Insurance Culture Workshop 52

Experience Investigators by 360Connext

AUGUST 17, 2021

Video] Struggling to Manage CX? The meeting leader might review the organizational CX Success Statement, then invite one or two other leaders to contribute what they’re doing for their team. For example, part of the overall success statement is focused on “improving our brand reputation, leading to more customer referrals.”

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 109

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 109

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

Customer Success 96

Customer Success Customer Relationship Management Customer Relationships Sales 96

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships. Will it open new market opportunities?

Feedback 513

Feedback ROI Innovation B2B 513

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Success Customer Journey Mapping Customer Journey 90

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 107

Customer Success Customer Centricity Customer Satisfaction Fashion 107

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Customer Success 101

Customer Success Chief Customer Officer Customer Centricity Sales 101

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . The CCO is responsible for all customer activities with the goal of generating revenue growth for the company.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You also included less structured measurements, like what customers were telling you in user reviews.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369