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. How to Calculate 6 Key Customer Success Metrics.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

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?

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

Think Customers

JUNE 13, 2024

Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO. She’s dissected and painstakingly diagrammed each one. No more layoffs.

ROI 64

ROI Metrics Webinar Chief Customer Officer 64

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.

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

Feedbackly

JUNE 20, 2024

Net Promoter Score (NPS) is one of the most popular CX metrics used for gathering feedback and gauging customer loyalty. While NPS is an effective KPI and can help businesses improve their customer retention rates, it only measures the advocacy aspect of customer loyalty. But here’s the hitch.

NPS 52

NPS Feedback Net Promoter Score Webinar 52

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. Any suggestions for how to automate outreach when adoption/usage metrics must be collected manually? Watch it here if you missed it!).

Webinar 98

Webinar Touchpoint NPS Definition 98

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.

Webinar 59

Webinar Customer Retention Customer Success Loyalty 59

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. Relevant metrics related to product usage.

Customer Retention 75

Customer Retention Customers Customer Success Social Media 75

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer Retention 49

Customer Retention Measurement Management White Paper 49

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

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. 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. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: 1: Customer Retention Rate.

Metrics 49

Metrics Net Promoter Score NPS Customer Retention 49

RapportBoost

OCTOBER 20, 2018

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. ” Registration information for the webinar can be found at [link]. About RapportBoost. RapportBoost.AI RapportBoost.AI

Contact Center 70

Contact Center Webinar Presentation Sales 70

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. General business metrics are important as well, so you can tie your activities back to overall company goals. Customer Retention Rate (CRR). Customer Satisfaction Score (CSAT). The Daily Active Users (DAU) metric provides that information daily.

Metrics 65

Metrics Net Promoter Score Management NPS 65

8x8

FEBRUARY 22, 2018

Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9 And, customer complaint metrics are markedly better as well.

Metrics 66

Metrics Communication Contact Center Chief Customer Officer 66

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.

ROI 370

ROI Return on Investment Social Media Measurement 370

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

Call Center 74

Call Center Metrics Multi-Channel Banking 74

ClientSuccess

SEPTEMBER 26, 2019

But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. But how do you keep your existing customers coming back for more?

Customer Retention 49

Customer Retention Net Promoter Score Metrics Customer Success 49

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 127

Communication Webinar Metrics Customer Retention 127

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.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

InMoment XI

NOVEMBER 7, 2024

Triggers prompt automated responses, such as sending a thank you email after a purchase, offering a discount to customers who haven’t engaged recently, or delivering relevant content after someone attends a webinar. Personalize at Scale Once you have this in place, you can fully implement your customer experience automation solution.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

8x8

FEBRUARY 22, 2018

Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9 And, customer complaint metrics are markedly better as well.

Metrics 48

Metrics Communication Contact Center Chief Customer Officer 48

8x8

FEBRUARY 22, 2018

Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9 And, customer complaint metrics are markedly better as well.

Metrics 48

Metrics Communication Contact Center Chief Customer Officer 48

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. .

Communication 103

Communication NPS Metrics Engagement 103

InMoment XI

OCTOBER 23, 2024

Your bank can also assign dedicated staff to onboard customers onto digital platforms to ensure a smooth transition. Provide digital literacy resources to educate customers. Offer regular digital literacy classes or webinars to help customers become familiar with banking apps, online transactions, and cybersecurity practices.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Gainsight

JUNE 26, 2024

To nail this down, you need to get up close and personal with your customers’ business processes and challenges. Focusing on the customer’s needs and aligning your strategy with their overarching business metrics is essential to defining customer value. Spoiler: It’s all about the metrics.

Metrics 52

Metrics Customer Success Webinar Document 52

Gainsight

JUNE 26, 2024

To nail this down, you need to get up close and personal with your customers’ business processes and challenges. Focusing on the customer’s needs and aligning your strategy with their overarching business metrics is essential to defining customer value. Spoiler: It’s all about the metrics.

Metrics 52

Metrics Customer Success Webinar Document 52

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

GetFeedback

SEPTEMBER 24, 2019

For growth-oriented firms, a CX case that builds on increasing average order size or revenue per customer would be compelling to executives. Whereas an established, slower-growing market leader may be more interested in customer retention. The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

ROI 150

ROI Webinar Sales Loyalty 150

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. There will be a future rant specific to health score, but for now I recommend checking out this Customer Success Unlocked webinar from last month with David Sakamoto and Neal McCoy on the topic.).

NPS 52

NPS Metrics Net Promoter Score Effort Score 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. With each emoticon given a weighted average, calculating EVI is as simple as any other CX metric. This is where the gold lies.

2024 59

2024 Metrics Webinar Brands 59

ClientSuccess

AUGUST 10, 2022

Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers. Toolkit: Customer Success Metrics Toolkit.

Customer Success 78

Customer Success Metrics NPS Measurement 78

Totango

FEBRUARY 28, 2020

These actions are the way we personalize our service to meet the demands of our customers. Building a comprehensive strategy around this idea of informed intervention requires a commitment to: Following customer behavior. Analyzing customer success metrics. Anticipating customer need . Nurturing customer growth.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

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

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 ! Watch the recording of this webinar to catch up on the full conversation! Speaker: Chris Hicken , CEO & Co-Founder of Nuffsaid. Isn’t that crazy?

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

Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. The quick wins are not sufficient to remove the pebble in the customer’s shoe,” Hunsaker said.

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

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 Webinar 80