Totango

SEPTEMBER 13, 2022

A customer success playbook is a set of best practices, key performance indicators, workflows, templates, and monitoring tools designed to ensure that clients achieve desired outcomes from using your product at each stage of their customer journey. These serve as customer success playbook templates you can customize for specific scenarios.

Customer Retention 87

Customer Retention Construction Touchpoint Gaming 87

SurveySensum

JULY 27, 2022

A business can launch CES surveys to calculate the CES score on a scale of 1-7 and identify how effortful it was for a customer to resolve an issue, raise a ticket, get assistance, or purchase a product or service. But, when to launch a CES survey? It lets you brand your surveys with logos, texts, and other elements.

Sentiment Analysis 52

Sentiment Analysis Touchpoint Start-ups Customer Survey 52

Totango

AUGUST 18, 2022

Successful onboarding sets the customer on a path toward product adoption, subscription renewal, and long-term loyalty. This increases customer satisfaction, reduces the risk of refund requests and increases the likelihood of customers renewing their subscriptions rather than churning. Why Optimizing Your SaaS Onboarding Matters.

Customer Journey Map 93

Customer Journey Map Close the Loop Start-ups Technology 93

SurveySensum

MARCH 14, 2024

And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. These surveys provide a platform for customers to share their feedback, which can influence these online reviews. Let’s start by understanding customer satisfaction surveys and their types. ” 2.

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52

Zendesk

AUGUST 4, 2021

Still, a new generation of enterprises was offering something that had already been revolutionizing tech: Software on demand, centrally hosted in the cloud and subscription-based. According to CX Trends, more than half of surveyed customers said they would switch to a competitor after just one bad customer service experience.

Customer Service 98

Customer Service Social Media CX AI 98

Totango

JUNE 4, 2021

What your customer does when they’re using your app helps determine whether or not they renew their subscription to your product. Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Cater Promotions to Client Needs.

B2C 62

B2C Customer Journey Map NPS B2B 62

Totango

MAY 14, 2021

This KPI tells you what percentage of customers are renewing their subscriptions with you over a given time frame, typically a year. NPS is calculated by surveying customers, asking them to respond on a scale of 0 to 10 to a question such as, “How likely are you to recommend our brand to a friend or colleague?”

Customer Retention 65

Customer Retention Net Promoter Score NPS Voice of the Customer 65