Customer Retention

Best practices and tips to help retain customers.

  • What Do Your Customers Need to Know?

    What Do Your Customers Need to Know?

    One of the keys to effective communication, regardless of audience, is listening. As Customer Success Managers we often talk more than we listen, and we sometimes make assumptions that we shouldn't.

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  • Why Every CSM Is Missing Out for Not Being an Employee Advocate

    Why Every CSM Is Missing Out for Not Being an Employee Advocate

    An advocacy program can be especially advantageous for employees in customer-facing roles such as customer success managers (CSMs).

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  • Why Innovative Companies Invest in Customer Success

    Why Innovative Companies Invest in Customer Success

    Without a longstanding reputation and proven track record, customers are likely to blame the innovators for the failure of the technology despite their own negligence in using it.

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  • 5 Valuable Insights to Spotlight Customer Growth [Infographic]

    5 Valuable Insights to Spotlight Customer Growth [Infographic]

    As we are aware, SaaS and other recurring revenue models have three core stages critical to their success – acquiring customers, retaining customers and monetizing customers.

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  • Customers Are An Investment

    Customers Are An Investment

    Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain or gets a job done.

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  • How To Engage Your Customers And Keep Them Coming Back

    How To Engage Your Customers And Keep Them Coming Back

    Marketers must find ways to motivate their customers and partners to join their advocacy programs, and, maybe even more importantly, ensure that those same customers and partners stay engaged.

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  • Using Software and Savvy to Create Relationship Intelligence

    Using Software and Savvy to Create Relationship Intelligence

    Because customers have come to expect their vendors to know a lot about their behaviors and preferences, they also expect them to live up to increasingly higher standards of service and engagement.

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  • Identifying Red Flags in Customer Success

    Identifying Red Flags in Customer Success

    Churn. There are over a million words in the English dictionary, and yet it’s every SaaS professional’s least favourite one.

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  • 10 Customer Experience Mistakes Businesses Are (Still) Making

    10 Customer Experience Mistakes Businesses Are (Still) Making

    It all comes down to this: We want to save time and money. We’ve made online shopping experiences more convenient, more relevant and tailored to the customer.

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  • 7 Reasons Why You're Not Ready For Customer Success…Yet

    7 Reasons Why You're Not Ready For Customer Success…Yet

    Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it?

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  • Customer Relationships: When They Start Right, They Stay Right

    Customer Relationships: When They Start Right, They Stay Right

    Managers intuitively recognize new customer relationships should start on a positive note. Creating a beneficial customer experience, especially at the very beginning.

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  • Use Benchmarking to Demonstrate Value and Slim Down That Churn Rate

    Use Benchmarking to Demonstrate Value and Slim Down That Churn Rate

    To show customers how well your product is performing, it is important to provide them the metrics. We are talking about benchmarks on how they are currently doing and where they should ideally be.

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  • The Secrets of Customer Retention & Communication in E-Commerce

    The Secrets of Customer Retention & Communication in E-Commerce

    Giving a satisfying customer experience is one of the most important ways to improve retention and profitability in any business. Today’s customers are clever, connected, and terribly disloyal.

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  • Top Renewal Challenges: The Numbers Tell the Story

    Top Renewal Challenges: The Numbers Tell the Story

    In a world in which churn is a reality, SaaS companies need to be aware about why customers leave so they can develop well-defined strategies and tactics to retain them.

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  • What your customers actually need (and how to deliver it)

    What your customers actually need (and how to deliver it)

    Your customers are going through a journey with you. Your Customer Success team plays an important role in determining the needs of your customers.

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  • Putting the “Marketing” in Customer Success - Beyond the Perfect Email

    Putting the “Marketing” in Customer Success - Beyond the Perfect Email

    On the other end of the marketing funnel… is another funnel. If marketing and sales drives the marketing funnel, you could make the argument that the other end is driven by the customer success team.

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  • Becoming a Customer-Centric Organization in 7 GIFs

    Becoming a Customer-Centric Organization in 7 GIFs

    When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves on a daily basis – “What is my contribution to ‘customer’ today?”

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  • The Best Customer Success Resources of 2016

    The Best Customer Success Resources of 2016

    With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year.

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  • 3 Proven Tactics That Lead to Great Customer Satisfaction

    3 Proven Tactics That Lead to Great Customer Satisfaction

    Achieving great customer satisfaction is a healthy way to grow a business. Great customer satisfaction leads to a valuable resource for referrals and free advertisement.

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  • The Benefits of a Customer Success Platform in 13 GIFs

    The Benefits of a Customer Success Platform in 13 GIFs

    In many respects, a customer success platform is a key pillar in how a company does business. We wanted to emphasize this by presenting you with the benefits of a Customer Success Platform in 13 GIFs.

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