Help Scout

MAY 12, 2021

Great customer service delivers real business value. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.

Finance 115

Finance Account Management Business Growth Communication 115

Arpedio

DECEMBER 20, 2023

In the world of subscription-based business models , Annual Recurring Revenue ( ARR ) is a crucial metric that represents the revenue a company can expect to receive from its customers on a yearly basis. ARR is not solely based on the number of customers, but also takes into account the amount of revenue each customer generates annually.

Innovation 52

Innovation Acquisition Investors Decision-making 52

Arpedio

DECEMBER 20, 2023

Customer Lifetime Value (CLV) is a crucial metric that helps businesses assess the value of a customer over their entire lifetime. Understanding CLV can have a significant impact on business strategies , ranging from enhancing profitability to retaining customers effectively. The importance of CLV cannot be overstated.

Profitability 52

Profitability Acquisition Customer Experience Communication 52

Apptivo

DECEMBER 1, 2021

This statement is a powerful one that defines the complete relationship between a company’s employees and their customers. Employees bridge the gap between customers and a business. As a matter of fact, it emphasizes the key role employees play to bring in new customers and improve customer loyalty.

CRM 98

CRM Software Software Organization 98

Flevy

OCTOBER 5, 2023

In order for Growth Hacking to be successful, marketers need to first evaluate whether the product or service that they are developing or offering is something customers are willing to spend money on or not. In other words, a product should be able to solve a burning issue for the customers, and they should be willing to pay for it.

Acquisition 103

Acquisition Investors Digital Transformation Profitability 103

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Experience 52

Customer Experience e-Learning eCommerce Artificial Intelligence 52

Arpedio

FEBRUARY 20, 2024

Churn refers to the rate at which customers or subscribers stop using a company’s product or service over a certain period of time. It is a critical metric for businesses, particularly those with subscription-based models like software as a service (SaaS), telecommunications, or media streaming services.

Telecommunications 40

Telecommunications Profitability Media Software 40

Customer Think

NOVEMBER 3, 2023

Macroeconomic pressures are forcing organizations to improve operational efficiency and, at the same time, boost customer loyalty and retention.

Organization 92

Organization 92

Hubspot Sales

SEPTEMBER 27, 2023

Excited about the potential of subscription-based offerings, you convince your team to launch a new subscription service. The initial response is promising, with customers signing up left and right. Customers are complaining about billing errors, experiencing delays in service activations, and struggling with subscription changes.

Management 90

Management Software Software Decision-making 90

Arpedio

JANUARY 3, 2024

ACV refers to the total value of signed contracts over a specific period, while ARR is the recurring revenue generated from contracted services. ACV refers to the total value of signed contracts, while ARR is the recurring revenue from contracted services. Key Takeaways ACV and ARR are crucial metrics in revenue analysis.

Decision-making 52

Decision-making Profitability Software Software 52

Zendesk

MAY 8, 2023

With the surge of generative AI tools coming on the market, software companies can keep pace and scale to support more customers without adding more headcount. Here are three ways software and cloud services companies can use AI to control costs: 1. The AI revolution has arrived just in time. ” How Unity saves $1.3

Prioritization 98

Prioritization Software Software Profitability 98

Flevy

FEBRUARY 17, 2024

In today’s digital world, understanding your customer base is more crucial than ever. Customer Segmentation and Analysis stands at the forefront of this understanding, enabling organizations to tailor their strategies, products, and services to meet the diverse needs of their customers.

Management 52

Management Digital Transformation e-Learning Acquisition 52

PandaDoc

APRIL 17, 2024

Calculating ACV can deliver many benefits , from increased customer retention to better forecasting. The former tracks revenue from individual customers, whereas ARR looks at total revenue. This is the total revenue you gain from a customer for a specific contract throughout their relationship with your organization.

Sales 52

Sales Internet Profitability CRM 52

Nutshell

MAY 19, 2020

Churn rate, the loss of customers over a specified period of time, is one of the most important metrics a company can track. Let’s take a closer look at what customer churn rate really means for your business, and acknowledge the negative impact it can have on your company’s bottom line. Say you started May with 200 users.

Acquisition 133

Acquisition Onboarding Prioritization Customer Experience 133

Nutshell

DECEMBER 21, 2022

In other words, the things a sales rep needs to know to attract new customers. Smart salespeople know that the initial sale is small potatoes compared to the numerous sales they can make in the future if they learn to retain their current customers. So today, we’re diving deep into the world of customer retention.

e-Learning 71

e-Learning Sales Banking B2B 71

Arpedio

JANUARY 5, 2024

At the heart of every thriving enterprise lies a keen focus on business relationship optimization , a task achieved through strategic roles that many might find overlapping—Account Management and Customer Success. While both functions are instrumental in driving organizational growth, distinguishing their unique contributions is fundamental.

Account Management 52

Account Management Customer Success Management Energy and Utilities 52

Zendesk

OCTOBER 18, 2023

Unfortunately, security incidents are more and more common, which means many companies are leaning on trust to galvanize their customer relationships. Trust is the cornerstone of customer relationships, but in today’s changing data privacy and security landscape, it’s hard to earn and easy to lose. Sounds familiar, right?

Customer Experience 69

Customer Experience Government Meetings 69

Insightly

FEBRUARY 2, 2022

It’s important to monitor the level of engagement customers have with your product, service, or brand. Engagement is a predictor of whether or not that customer will stay with you, and possibly even refer you, so it can be a leading metric for future revenue and growth. What is customer engagement?

Onboarding 105

Onboarding Customer Experience eCommerce Prioritization 105

Hubspot Sales

OCTOBER 10, 2023

How do you keep a customer? In 2023, thousands of businesses are retaining clients with subscription models , which drive recurring revenue and can foster long-term customer relationships. Price: HubSpot charges a percentage of each transaction, so you only pay for the service when you use it.

Software 110

Software Software Banking Value Proposition 110

Zendesk

AUGUST 9, 2023

Those investments can yield significant dividends: better morale, increased productivity, and higher levels of talent retention. To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent.

Artificial Intelligence 97

Artificial Intelligence Customer Experience Organization Meetings 97

Zendesk

MAY 30, 2023

In the eyes of customers, you’re only as good as their last experience with you. This means that consistency is key—whether you’re facing economic headwinds or an unexpected spike in customers needing help. The pressure isn’t just coming from above: 61 percent of customers say they’ll walk away after just one bad experience.

Onboarding 98

Onboarding Prioritization Customer Experience Meetings 98

Zendesk

FEBRUARY 29, 2024

Revenue churn measures the monthly recurring revenue (MRR) loss from existing customers over a specific period. This metric focuses on customers who have canceled or downgraded their monthly subscriptions. Revenue churn is most relevant for software-as-a-service (SaaS) companies or subscription-based businesses.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Acquisition Onboarding 52

Arpedio

APRIL 30, 2024

Unlike traditional methods, value selling focuses on delivering unique value to customers and aligning their needs with your product or service. Simply put, it puts your customers at the center of the sales process. Value selling places your customers at the center of the sales process. So, why does value selling matter?

Value Selling 52

Value Selling Value Proposition Negotiation Decision-making 52

Customer Think

DECEMBER 2, 2022

Low customer retention and high churn rates can be caused by several different factors—but one of the most impactful factors that contribute to retention is customer trust.

72

72

Arpedio

JANUARY 3, 2024

Understanding the Roles in Business Hierarchies The efficacy of client services within any organization relies on a well-structured business hierarchy. This structure is essential for role clarification and the streamlining of processes that enhance customer satisfaction and business operations. Who is an Account Executive?

Account Management 52

Account Management Management Acquisition Account Growth 52

Customer Think

JUNE 13, 2023

Did you know that 80% of people would simply quit doing business with a company if it offered poor customer service? Offering excellent customer service is the key to growing your business and establishing lasting customer relationships.

64

64

Hubspot Sales

MARCH 9, 2021

You need to have firm goals in mind when you price your product or service — some direction that can inform smarter, more incisive, more effective strategic choices. What you charge for a product or service can't be chosen indiscriminately. Improving Retention. Maximizing retention is a popular pricing objective.

Profitability 132

Profitability Decision-making Prioritization Marketing 132

Insightly

FEBRUARY 2, 2022

It’s important to monitor the level of engagement customers have with your product, service, or brand. Engagement is a predictor of whether or not that customer will stay with you, and possibly even refer you, so it can be a leading metric for future revenue and growth. What is customer engagement?

Onboarding 96

Onboarding Customer Experience eCommerce Prioritization 96

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

B2C 52

B2C Customer Experience B2B Software 52

Hubspot Sales

AUGUST 2, 2022

Given the ongoing nature of software-as-a-service (SaaS) investments and support, it’s possible for companies to turn initial sales into continual revenue streams that both boost customer satisfaction and pave the way for sustained success. Instead, services are accessed via the cloud anywhere, anytime, and on any device.

Software 101

Software Software Acquisition Decision-making 101

Customer Think

JANUARY 31, 2023

Today, an effective retention strategy not only has to be quick but also agile in responding to the growing complexity of customer churn.

84

84

Arpedio

MARCH 13, 2024

.” This approach represents a fundamental shift in how businesses engage with their customers, placing the product itself at the forefront of the sales process. Product-led sales is a strategy where the product itself serves as the primary driver of customer acquisition, conversion, and retention.

Acquisition 52

Acquisition Prioritization Onboarding Sales 52

Hubspot Sales

OCTOBER 25, 2023

Point 1: Short-Term Focus at the Expense of Long-Term Success: ChatGPT Sales commissions often encourage salespeople to prioritize short-term gains over building long-term relationships with customers. This can result in dissatisfied customers who may not return for repeat business, damaging the company's reputation in the long run.

Onboarding 97

Onboarding Banking Construction Meetings 97

Customer Think

JULY 18, 2023

Customer support services are the backbone of any successful business, as they directly impact customer satisfaction, retention, and overall brand perception. Organizations rely on metrics and key performance indicators (KPIs) to gain insight into the efficacy and efficiency of these services.

Organization 52

Organization 52

Zendesk

JANUARY 10, 2024

Customer satisfaction Customer satisfaction (CSAT) is a measure of how well a company’s products, services, and overall customer experience (CX) meet customer expectations. CSAT is a valuable resource because if your customers are happy, you’re likely doing something right.

Management 52

Management Decision-making Onboarding Organization 52

Zendesk

JUNE 30, 2022

Customer success is key to business success, especially for startups that depend on retention for meeting revenue goals. For startups with a well-oiled customer success team, the opportunities for growth are immense. If you’re a startup, you’re probably wondering when—and how—to formalize your customer success team.

Customer Success 97

Customer Success Interpersonal Skills Leadership Investors 97

Arpedio

FEBRUARY 14, 2024

In this article, we will delve into the disparities between account management and sales, exploring their individual responsibilities, skillsets required, and the impact they have on customer satisfaction and revenue generation. On the other hand, sales professionals focus on acquiring new customers and closing deals.

Account Management 52

Account Management Management Sales Client Relationships 52