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Customer Retention Cost: What It Is, Why It Matters, and How to Calculate It
Tamilore Adeoye‘s article defines and describes the metric of Customer Retention Cost (CRC). While companies often do an initial assessment of what it costs to acquire a customer, (CAC or Customer Acquisition Cost), deliberate analysis and budgeting for retaining customers is often either misunderstood or simply not done.
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( votes)4 Critical Customer Success KPIs For Your Organization
Written by Emilia D’Anzica of Customer Success consulting firm Growth Molecules, this article defines and describes the importance of Monthly Recurring Revenue (MRR), Customer Churn Rate, Customer Lifetime Value (CLV), and Net Dollar Retention (NDR).
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( votes)CSM Practice Channel
On CSM Practice’s Customer Success YouTube channel, guests are invited from all over the world to open up about their Customer Success strategies and provide tactical advice that the audience can use in their own organizations to improve customer retention, increase solution adoption, expand upsell revenues, perfect renewal processes and gain more advocates.
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( votes)Bento
Bento lets you put the repetitive parts of customer onboarding into your product interface so end-users can get started on their own, faster. Customize onboarding journeys by use case and easily modify the flow as your product changes, without engineering support.
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( votes)Guidde
Guidde is a video platform designed for software enablement that enables you to capture, organize and share videos at the point of need – embedded inside your app, accessible via a dedicated web app or available directly from your browser on any app.
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( votes)TaskRay
TaskRay is a collaborative work management solution native to Salesforce and designed for the post-sales moment. With TaskRay, teams can deliver consistent, collaborative, and high-quality experiences for cusotmer onboarding, implementations, and installations. Visit taskray.com to learn about how you can improve your customer’s post-sales experience and drive customer satisfaction.
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( votes)What is a Customer Success Plan and Why is it critical to building a relationship with your customer?
A Customer Success Plan should clearly define your customer’s goals and how you will help them achieve their expected value from your product. Here are the key elements: 1) Top Level Customer Goals. 2) Objectives for the next 3-6 months. 3) Key Results in the form of SMART Goals (S = Specific – M = Measurable – A = Attainable – R = Relevant – T = Timely) 4) Key Activities & Milestones. 5) Key Risks. A Customer Success Plan should be the foundation for regular Customer Value Reviews (a.k.a. QBRs/EBRs.)
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( votes)Userlot
Userlot is a Customer Success Platform (CSP) that provides all of the key features you need to guide your customers through a structured and effective lifecycle journey. Grow your existing revenue, never miss an opportunity or red flag, and increase retention.
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( votes)Skilljar
Skilljar is a leading enterprise Customer Training Platform, providing the tools and foundation for successful customer and partner engagement and enablement.
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( votes)Vitally
Vitally is a Customer Success Platform that provides a 360 degree view of your customers. Vitally unifies customer data across your tech stack so you can proactively identify trends and leverage insights for a world-class customer experience. Think CRM, product analytics, support tickets, emails, NPS, and revenue data—all in one tab.
